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Sharing the load

Here are some tips for helping on-call IT pros maintain a balanced schedule.

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By Suzanne Gaspar
Network World, 03/25/02

  • Outsource Tier I on-call support if feasible.

  • Build in redundancy for critical systems; monitor spikes and fix problems to prevent repetitive calls.

  • Set up a minimum of four staffers in a rotation for a scheduled on-call shift once per month.

  • Cross-train staff to boost confidence and sense of ownership.

  • Add extra staffing to handle the increased calls that come with new technology deployment.

  • Keep an eye on workers' project deadlines and the amount of on-call hours put it to reduce the workload if necessary.

  • Offer telecommuting, flex time and comp days.

  • Emphasize a team approach for switching shifts and sharing problem fixes.

  • Watch for signs of heightened stress, such as low energy, negative attitude and body language.

  • Consider pager pay, cash and other recognition awards.

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