Wampamnstr asks: "In my organization (a mid sized non-profit hospital), it seems that every day the powers that be determine that yet another application/service is mission critical. Of course, they expect the tech workers to support it 24/7, yet fail to see the increased number of calls that are generated. I'm putting a proposal together to define where the problems lie, but I am looking for some feedback as to how other companies pay thier on call staff. The latest application they demanded that we support on a 24/7 basis is e-mail. One of our operating procedures dictates that no critical information is to be sent via e-mail, but they justify this by saying that e-mail is a integral part of what the users do for thier jobs. We'd love to support it, but any calls for e-mail support would result in the on call person being paged, which would increase the number of calls from 1-3 calls a week to closer to 20-30." Read on to learn about the companies current "on-call" payment scheme. Is this a fair way to compensate the workers providing the support?
"We have an 'on call pager' that each worker carries for 7 days, about once every 13 weeks, and the pager is only used between the hours of 5PM and 8AM. The person on call gets paid $60 for the week. If paged, and the on call person can walk the user through thier problem over the phone or via remote dialup the on call person gets paid nothing. Regardles of how many times they get paged and can fix the problem over the phone, or via remote dialup, they still get paid nothing. If the on call person has to go on site, they get paid an additional $60. However if they have to go on site more than once, they are limited to only getting the additional $60 once.
Simply put, the call volume will increase dramatically, as well as the after hours work load, but the organization isn't volunteering to pay us more. I'm looking to inform managent that the people who are on call know that the industry pays better than they are getting for the same type of work. So, I'm soliciting to find out exactly what other companies do."