On-Call Feedback Request


As a part of the on-call team we will be periodically asking you for feedback in the form of a survey every 6-12 months. The purpose of gathering feedback from you is to continually improve the on-call process, and gauge satisfaction. We expect this survey will take you 15-45 minutes, please use the ‘prep for customer’ timecode.  

Each survey will ask general questions about on-call satisfaction to track satisfaction over time, elicit feedback on potential pilots that are being considered, as well as gathering feedback on current processes to determine how they can be improved.

The survey is entirely anonymous, please take this opportunity to provide honest, constructive feedback. Every question also allows a text response, so please add more details to questions whenever you feel it is beneficial. 

Survey

I am content to be part of the on-call team.
Are you satisfied with the compensation model for on-call shifts/hours (on- call shift pay, overtime pay, etc)? If you are not satisfied with the current compensation model, please provide more details in the optional textbox below. Required: [1-5] Entirely Unsatisfied – Entirely Satisfied
Are you satisfied with the on-call process (shift assignments, impact to outside business hours, etc.) today? Required: [1-5] Entirely Unsatisfied – Entirely Satisfied
Are you satisfied with the notification/alerting platform that is currently used (OpsGenie)? Posted schedules are visible through OpsGenie. Notification preferences are customizable in the sense that: They can be delayed, happen multiple times until acknowledged, etc. You can be alerted via application, phone, text, email. Persistent alerts available for Android. Required: [1-5] Entirely Unsatisfied – Entirely Satisfied
Are you satisfied with the documentation platform that is currently used (Confluence)? By default, all pages are fully indexed, which should make it easy to find the relevant information by searching on process name, alert name, etc. Required: [1-5] Entirely Unsatisfied – Entirely Satisfied
I feel like I have the documentation available to me to resolve common issues and that it is easy to find and follow. Required: [1-5] Strongly Disagree – Strongly Agree
Do you feel on-call shifts routinely negatively impact your life (loss of sleep, missing family/other events, etc.)? Required: [1-5] Almost Never – Very Frequently
When I have been woken up in the middle of the night and lose some sleep because of it, I have (you can select more than one):
Being on-call does not interfere with my work-life balance.
I feel like the schedules are balanced and fair, where I get the same amount of weekend and holiday shifts as everyone else. Required: [1-5] Strongly Disagree – Strongly Agree
When I need to, I can get a shift covered by a co-worker.
When necessary, I can escalate issues and get in contact with the people that are needed to resolve any issues. Required: [1-5] Strongly Disagree – Strongly Agree
We have used the ‘holiday schedule’ and ‘shift tracker’ over the past two years to try and divide up on-call shifts in late December/early January in a way that should let on-call staff provide input into the schedule with the intended goals being: Creating a schedule that is convenient \ with minimal negative impact to our personal plans during a busy time of the year for many people. Tracking who had ‘favorable’ or ‘unfavorable’ shifts from year to year with the intention of having fair and balanced schedules over the long term. Q. The holiday schedule is an effective tool that accomplishes the goals listed above.
I would rather just get assigned shifts “at random” earlier (rather than later with ‘holiday schedule’) and plan around that (Assuming that shifts are still tracked and equitable over the long-term). Required: [1-5] Strongly Disagree – Strongly Agree
Proposed Pilot: Give on-call staff a routine break from rotation (E.g., one month off rotation per year) Breaks would be assigned starting with those who have been in on-call rotation the longest. Breaks would be assigned, not requested. Breaks will not be assigned during July, August, or December. You would have the same number of shifts throughout the year, but you would have one month out of rotation. Q. Assuming you would end up with the same number of shifts over the course of the year, is it valuable to you to get one month out of rotation per year? Required: [1-5] Not Valuable – Very Valuable
Proposed Pilot: Maintaining a support calendar to allow input into what days are inconvenient to be on-call. Currently all approved vacation is respected while creating the on-call schedule. This will not change. In addition, we would like to maintain a calendar where on-call staff can: Request days off that are not approved vacation. (e.g., Family events, Church, etc.) These will be taken into consideration during scheduling but not guaranteed. Book days off that are not approved vacation. (e.g., Weddings, Concerts, etc.) These need to be approved but would allow you to plan with certainty. General scheduling patterns need to be respected: All staff will continue to be assigned at least a Friday, Saturday and Sunday shift every 3 months. Although some exceptions could be made (e.g., not on-call Sundays but taking an extra Friday or Saturday). If this ends up being too difficult to schedule around this will be revisited. Q. How valuable would having more input regarding when you are available to be on-call be to you?
Proposed Pilot: Allowing on-call staff to opt-in to full weekend shifts (Friday, Saturday, Sunday over one weekend) rather than the usual scheduling pattern (Friday, Saturday, Sunday all on separate weekends). Over a given three-month schedule everyone will get one Friday, one Saturday, one Sunday (on average). This change would allow those who opt in to get their weekend shifts done all at once* *Assuming you are assigned 3 weekend shifts. Q. Being assigned an entire weekend (rather than being assigned one day on multiple weekends) would make on-call more convenient for me. Required: [1-5] Strongly Disagree – Strongly Agree
If we were going to implement this change, I would like to take on ‘full weekend shifts’ (You can select more than one):
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Thank you!