On-Call and Call-Out Policy


On-Call and Call-Out Policy pdf(124 kb)


Go to a specific section:

1. Purpose

2. Scope

3. Definitions

4. Principles

5. Employee esponsibilities

6. Payments arrangements

7. Weekly working time provisions

8. Monthly out of hours payments request form pdf(71 kb)



1. Purpose

1.1 The university recognises the importance of supporting business critical services outside of core hours. This policy provides a framework to ensure:

1.1.1 Key university systems and services can be adequately supported and an effective response and resolution provided to matters requiring urgent attention outside of core business hours; and

1.1.2 A consistent approach to the implementation of on-call and call-out arrangements.

1.2 PVCs /Deans /Directors are responsible for identifying the systems and services requiring support outside of core business hours within their areas and for ensuring the implementation of the on-call and call-out arrangements in this policy.

1.3 PVCs /Deans /Directors who are looking to introduce on-call and call-out arrangements in their areas should seek advice from their HR Partner in the first instance to establish the contractual status and implications of the proposed arrangements and the actions required to progress the proposals.


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2. Scope

2.1 This policy applies to employees paid on the single pay spine who participate in an approved on-call rota or call-out arrangements to deliver business-critical services outside core hours. It does not apply to colleagues who participate in planned events outside of core business hours, such as open days.


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3. Definitions

3.1 On-Call

3.1.1 An employee is on-call when, as part of an established arrangement expressly approved by the PVC / Dean / Director, they are available outside of core service hours to work as required and to physically attend the university site if the matter cannot be dealt with remotely.

3.1.2 There is no expectation that an employee must remain at their home whilst on-call provided they comply with the employee responsibilities set out in section 5 below.

3.1.3 For each period of on-call, the employee will receive a payment in accordance with the agreed on-call rate for the business area.

3.2 Call-Out

3.2.1 Whilst on-call, an employee may be required to respond to a situation either remotely or by attending the workplace, depending on the nature of the work.

3.2.2 For each period of call-out, the employee will receive a payment in accordance with the agreed call-out rate for the business area.

3.2.3 An employee called to work with the approval of their PVC /Dean /Director (or nominated deputy) to address an emergency situation, irrespective of whether they are on-call or not, will also receive a call-out payment for the actual hours worked but will not receive the on-call payment. An emergency is defined as a matter that requires urgent attention before the start of the next working day.


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4. Principles

4.1 On-call rotas will be developed and used where there is a need to ensure that key university systems and services are appropriately supported outside of core business hours.

4.2 The PVC/ Dean / Director of each area will ensure that the relevant equipment necessary to perform the service is made available to employees on-call.

4.3 Employees participating in an on-call rota must have the relevant skills (and access permissions where appropriate) to provide the service required. The exact level of competence required will be determined by the PVC / Dean / Director or their nominated deputy.

4.4 On-call and call-out rates must be agreed in advance of the work to be undertaken by the Director or Deputy Director of People and Organisational Development.


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5. Employee responsibilities

5.1 An employee who is on-call or called out must:

5.1.1 be directly contactable by telephone and email and remain in an area of mobile phone and internet connectivity at all times;

5.1.2 respond to a contact communication (e.g. telephone call, text, email, system alert) within 15 minutes;

5.1.3 where specified by the PVC / Dean / Director have access to a mobile device (or PC if required by the local on-call arrangements) that is connected to the internet within 30 minutes from being informed of a matter requiring attention in order to access systems and address the matter remotely;

5.1.4 remain fit and capable to carry out the duties required;

5.1.5 be able to attend the DMU site within an hour, if the matter cannot be dealt with remotely;

5.1.6 operate within the policies and protocols of the university at all times when on-call or called to work;

5.1.7 keep other on-call employees and the on-call Senior Manager informed and updated of progress in dealing with an issue and escalate key decision points to the on-call Senior Manager as appropriate and

5.1.8 Keeps the rota organiser informed of any changes to their contact details, any booked annual leave or any other circumstances preventing them from carrying out on-call duties.

5.2 Subject to the above, it is not necessary for employees to remain at their home hile on-call.


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6. Payment Arrangements

6.1 In cases where the on-call and call-out arrangements are voluntary, the payments made in relation to the arrangements will be discretionary; they will not form part of contractual remuneration nor will they be consolidated into base pay and they will be identified separately on payslips. Pay awards will not be applied to the payments and they will not affect the incremental process.

6.2 Where an employee is contractually required to participate in on-call and call-out arrangements, the payment will form part of their contractual remuneration.

6.3 On-call and call-out payments will only be paid when an employee has actually undertaken on-call or call-out duties, unless a different arrangement is expressly specified in the contract of employment.

6.4 In the event that an employee who is on-call is required to attend the university site, up to 30 minutes travelling time each way will be paid. If the journey is less than 30 minutes, the actual time taken should be claimed; if the journey takes longer, a maximum of 30 minutes each way can be claimed. Payment will not be made for travelling time over 30 minutes each way.

6.5 On-call and call-out payments made under this policy are pensionable and subject to deductions for taxation and national insurance.

6.6 Claims for on-call and call-out payments should be made on the timesheet within this policy on a monthly basis in arrears and submitted to the line manager for authorisation prior to passing to Payroll for processing.

6.7 Employees who are called out to the university site under this policy will be eligible to claim mileage or public transport expenses in accordance with the Staff Business Expenses Policy.


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7. Working time provisions

7.1 It is the responsibility of the PVC / Dean / Director to ensure that:

7.1.1 The working arrangements of employees who are on-call or called to work comply with the Working Time Regulations and that compensatory rest is arranged where appropriate to comply with the daily and weekly rest provisions set out in the Regulations. Guidance on the working time regulations is available from HR Partners; and

7.1.2 The frequency and length of call-outs and their impact on employees are monitored.



Monthly out of hours payments request form pdf(71 kb)

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