Welcome to Shaping Success, a new series where we introduce and explain the importance of a work-related topic that helps promote success at Circle of Care.
In this edition, we’re going to cover the topic of Frequent Call-Ins for Unavailability.
Being There When It Counts
Please note that names have been changed in this story.
Simran, a Personal Support Worker (PSW), was scheduled to visit Lucy, a long-time client who depends on daily assistance for her well-being. Just 10 minutes before the visit was set to begin, Simran called the Call Centre to say she would not be able to attend.
The Call Centre immediately began trying to find a replacement—but with so little notice, there simply wasn’t enough time to arrange alternate care. As a result, Lucy did not receive her scheduled visit that day.
Missed care visits have serious consequences. In Lucy’s case, she relies on PSW support for basic needs, including help with meals and reminders for time-sensitive medications. A single missed visit can increase her risk of health complications, neglect, and emotional distress.
Reliability is essential in home care. When shifts are missed without adequate notice, it impacts not only the office’s ability to coordinate care but also the safety and dignity of the clients we serve. By communicating schedule changes well in advance, we can work together to ensure every client receives the care they need—when they need it most.
Work Expectations
You are expected to be available to work within your stated availability. If you are unable to work due to illness or any other reason, you must immediately notify the office to block off the period of unavailability.
Call-In Procedures
- If you are unable to work due to illness or other reason(s), you must notify the office at least three (3) hours before your first scheduled visit of the workday. In all instances, you should attempt to provide as much notification as possible when you are going to be absent. You should call 416-635-2860 when calling in sick or unavailable (as this central line is monitored 24/7) and ensure that you are speaking to someone live.
- If you are absent from work due to illness for more than three (3) days, this must be supported by a doctor’s note or at the discretion of your Manager/Supervisor. (Please refer to our Sick Policy for more information).
Understanding Your Daily Schedule
It is your responsibility to check your mobile phone before and after each and every visit, as visits can be added to your schedules on the same day within your stated availability. Checking your phone means to ensure that your phone has been refreshed and you have reviewed your schedule, read your messages and addressed anything required in a timely manner. If you have any questions or concerns regarding information in your schedule, please contact your Service Coordinator or the Call Centre at 416-635-2860.
Times to check your schedule:
- An hour before your availability starts
- Refresh before and after each and every visit
- In the evening after you have finished attending to your last client.