On Call Coordinator

ESSENTIAL RESPONSIBILITIES

1. On-Call Coverage

• Answer caregiver and client calls and messages during assigned coverage hours.
• Respond promptly to after-hours staffing and service-related concerns.
• Handle caregiver call-offs and make reasonable attempts to secure appropriate replacement coverage.
• Confirm the affected client, scheduled hours, and staffing needs.
• Document all call-offs and restaffing attempts.
• Confirm whether the affected visit was successfully covered.
• Communicate unresolved staffing needs to the appropriate branch.
• Address urgent client and caregiver concerns.
• Escalate matters outside the Coordinator's authority to the appropriate manager.

The primary On-Call Coordinator may be responsible for supporting all branches and regions, regardless of where the call or message originates.

2. Weekend Dashboard Coverage

• Actively monitor the assigned AxisCare dashboard throughout the scheduled shift.
• Follow up on missed visits and other dashboard alerts.
• Contact caregivers and clients as needed.
• Make reasonable restaffing attempts for uncovered visits.
• Update visit memos and required documentation.
• Communicate unresolved matters to the appropriate branch.
• Document actions taken and outcomes.

• Escalate critical or unresolved issues when necessary.

Dashboard coverage is an active responsibility and not simply monitoring the system.

3. Caregiver Call-Off and Restaffing

When a caregiver calls off, the Coordinator is expected to:

1. Document the call-off.

1. Confirm the affected client and scheduled hours.

1. Attempt to identify an appropriate replacement.

1. Document all restaffing attempts.

1. Confirm whether the visit was covered.

1. Notify the appropriate branch of any unresolved staffing need.

A call-off should not simply be documented and left unresolved when reasonable restaffing efforts can be made.

4. EVV Support

• Follow Serenity Home Healthcare's approved EVV procedures.
• Assist with approved EVV and clock-in/clock-out issues.
• Do not arbitrarily alter caregiver clock-in or clock-out times.
• Follow approved procedures for telephony and EVV corrections.
• Ensure required explanations, memos, and documentation are completed.
• Communicate unresolved EVV issues to the appropriate branch.
• Ensure EVV-related concerns are properly documented for follow-up.

5. Client and Caregiver Support

• Respond professionally to client and caregiver concerns.
• Address urgent service-related issues promptly.
• Provide appropriate support within the scope of the position.
• Recognize and escalate safety concerns immediately.
• Maintain professional communication with clients, caregivers, branch staff, and leadership.

6. Escalation

Immediately escalate matters involving:

• Client safety or emergencies.
• Abuse, neglect, or exploitation concerns.
• Serious caregiver misconduct.
• Significant client complaints.
• Critical or repeated unstaffed visits.
• Situations outside the Coordinator's authority.
• Any matter requiring management intervention.

7. Documentation and Handoff

All actions taken during on-call and weekend coverage must be documented accurately.

Important messages should include, when applicable:

• Date and time.
• Caller.
• Client.

• Branch.
• Issue or concern.
• Action taken.
• Person notified.
• Follow-up required.

Before the end of the coverage period, unresolved matters must be properly handed off with:

• Client/caregiver name.
• Branch.
• Issue.
• Action taken.
• Current status.
• Next required action.

No unresolved matter should be left without appropriate documentation or communication.

ACCOUNTABILITY AND PERFORMANCE EXPECTATIONS

The On-Call Coverage/Weekend Coverage Coordinator is expected to:

• Remain available throughout the scheduled coverage period.
• Respond promptly to calls, messages, and dashboard alerts.
• Actively work assigned issues rather than simply documenting them.
• Make reasonable efforts to resolve staffing concerns.

• Maintain accurate and timely documentation.
• Follow all approved EVV procedures.
• Communicate appropriately with branch management and Operations leadership.
• Complete required handoffs before the end of the assigned shift.
• Maintain confidentiality and professionalism at all times.
• Follow all Serenity Home Healthcare policies and procedures.

Failure to properly perform assigned on-call or weekend coverage responsibilities may result in corrective or disciplinary action.