Balancing the needs of employees and managers in shift-based work environments can be challenging. This concept is especially true for call-out policies.

A good call-out policy is vital for the fair treatment of all workers and for handling inevitable illnesses or unexpected absences. Yet, implementing one that everyone likes is easier said than done. How do you develop an effective employee call-out system that serves everyone’s interests and that employees and managers will follow?

Creating such a policy is one thing; implementing it is another. Rest assured, a fair and effective policy with a few essential elements is possible. This guide walks through the process of developing and implementing a policy that fosters trust and keeps your business running smoothly even when the unexpected happens.

Common pain points of a typical call-out policy

Managers and employees face challenges with many aspects of call-out policies, and recognising these pain points can help you address them in your improved approach.

Manager frustrations

These are some of the biggest headaches for managers:

Excessive call-outs: Some employees call out frequently; in some cases, multiple employees call out on the same day. These situations can lead to understaffing issues and higher stress levels for on-shift employees.
Last-minute coverage stress: When employees call out close to their shift start times, managers often scramble to find replacements. Without the right scheduling system, this effort disrupts the workflow and can contribute to overtime costs.
Inconsistent implementation: An unclear policy makes applying rules fairly across all employees difficult. Inconsistencies can lead to perceptions of favoritism or unequal treatment.

Employee concerns

Team members experience their own pressures and frustrations:

Pressure to work: Many employees feel guilty if they don’t come to work, even when they’re sick. They might fear repercussions or letting others down.
Coverage obligations: If a coworker calls out, on-shift employees can feel obligated to pick up extra shifts. Doing so often leads to burnout or resentment.
Lack of flexibility: Rigid policies that don’t account for personal circumstances or real emergencies make employees feel confused and undervalued, which is detrimental to morale.

4 call-out policy elements that work for everyone

The key to a functional employee call-out system is to consider the needs of everyone involved. Here are some essential components to include in a framework that positively serves employees and managers.

1. Clarity

A successful call-out policy is clear, concise, and easy to understand. When creating your policy, focus on the following:

Keep it short and use simple language. A policy that’s easy to understand is easier to follow.
Define what constitutes a call-out. Clearly explain any key terms, like what it means to take a sick day or what defines a family emergency.
Set clear expectations for the process. Outline when call-outs are allowed, requirements for advance notice, who to contact, and the preferred method of communication.
Specify consequences at different levels. Clearly state the repercussions for not complying with the policy, including at what point a manager will take disciplinary action.

2. Fairness

A fair call-out policy is an important component of a positive work environment, helping minimise tension with staff. Consider these aspects:

Set reasonable limits. Establish a specific number of allowable call-outs during a specific time frame before disciplinary action becomes an option.
Implement a tracking system. Explain the system you’ll use to log all call-outs, such as a centralised log or time and attendance software.
Discourage excessive call-outs. You can acknowledge that illnesses and emergencies happen while creating a reward system that benefits those who don’t call out as frequently.
Keep it consistent. Go out of your way to stress that the policy applies equally to everyone, regardless of position or tenure.

3. Trust

Trust is necessary for an effective call-out policy, but it’s wise to remember that it goes both ways. Incorporate these trust-building measures:

Align your approach with the company culture. Make sure the language aligns with company values.
Assume good faith from the start. Trust that employees are honest and will use the policy responsibly.
Encourage early notification. Stress the importance of early contact as a form of respect for the team.
Empower your employees. Encourage team members to manage their responsibilities and find their own coverage when possible.

4. Compassion

A compassionate approach to call-outs can make a big difference in employee morale and loyalty. Make this concept clear with an understanding framework:

Acknowledge genuine illness. State that company leaders understand that people get sick and that the policy isn’t meant to be punitive when someone falls ill.
Encourage self-care. Explicitly support employee well-being by stating that employees should feel comfortable taking a sick day when it’s truly needed.
Offer manager support. Include guidelines for managers on handling call-outs with kindness while still maintaining workplace efficiency.
Leave room for unique scenarios. Allow some flexibility in cases of family emergencies or other extenuating circumstances.

How to write an effective call-out policy

These steps can guide you through writing a policy, whether you’re creating a new system from scratch or revising one to include the essential elements.

Review existing policies

If you have any policies in place, carefully look them over. Identify what’s working well and what needs improvement.

If you’re starting from square one, research industry standards and best practices for businesses in the same industry or with a similar number of employees.

Gather input

Consult with managers, HR personnel, and employees to understand their perspectives. Note the different concerns of diverse groups regarding calling out. Review call-out policy templates like the outline below.

Draft your policy

Write a call-out policy with the following key components:

Introduction and purpose: Explain why your call-out policy exists and its importance to the team.
Definitions: Include key terminology like “call-out” and “sick day.”
Acceptable reasons: List valid times to call out as well as unacceptable reasons.
Procedures: Outline the steps the team must follow, including:
- How far in advance they should notify their supervisor
- Who to contact and through what method (call, text, etc.)
- Whether they need to find coverage on their own
Allowances and limits: Specify the number of call-outs allowed per employee in a given timeframe, including any sick day caps or call-out limits.
Manager responsibilities: Establish how managers should handle call-outs, from documentation to follow-up protocols.
Special circumstances: Address how the policy applies to situations like bad weather, transportation issues, or widespread illnesses. State whether your company provides paid absences in any circumstances.

Review and refine

Once you have a draft, review it with the appropriate personnel to ensure the policy complies with labor laws and regulations. You may also want to have a legal team look it over.

Communicate the policy

Clearly communicate your new or updated policy to everyone in the organisation. Dedicated training sessions or meetings can help you adequately explain the policy to all your employees and answer questions. Employees should have an easily accessible copy of the policy for reference.

Implement and monitor

Put the policy into practice. Monitor its impact and be prepared to adjust as needed. Real-world applications can introduce new benefits and challenges to a policy’s success.

If you do make adjustments, follow the same series of steps to solidify any new iteration of your employee call-out system.

Empowering employees to adhere to your policy

Crafting a solid call-out policy is only the first step. For it to be truly effective, your employees need to live by it and, most importantly, be empowered to do so.

This concept is where technology can come into play to make it easier for everyone involved. Tools like workforce management software come with features that can help support your call-out policy, such as:

Employee-run shift swapping: This functionality allows employees to find their own coverage when they need to call out.
Mobile clock in and clock out: A user-friendly mobile app simplifies clocking in and out, tracking attendance, and identifying patterns of workplace absenteeism.
Shift schedule visibility: Public, accessible schedules available in a secure mobile app help employees plan ahead and provide advance notice for call-outs.
Attendance dashboards: Manager-only overviews of attendance patterns make it easier to see and address excessive call-outs more consistently.

Deputy’s workforce management solutions help you create a more transparent and efficient employee call-out system. Advanced features support the execution of your policy and put in place the tools needed for team-wide success.

Bring your call-out policy to life with Deputy

Creating a call-out policy that meets the needs of your employees and your managers is a challenging but achievable goal. A well-implemented policy is as much about managing absences as it is fostering a positive and productive work culture where everyone feels supported.

Transform your call-out policy from a static document to a dynamic system. Take the next step toward smoother workflows and happier employees. Give your employees and managers the ability to live by your call-out policy with Deputy.

Disclaimer: The information provided in this publication is for general informational purposes only. Deputy makes no representations or warranties of any kind, express or implied, with respect to the software or the information contained in this publication. While, Deputy’s software is designed to simplify shift work by assisting with hiring, onboarding, scheduling, time and attendance tracking, payroll integration, and wage and hour compliance, it is not a substitute for payroll or legal advice, nor is it intended to relieve you of your obligation to comply with the legal requirements applicable to your business. It is ultimately your responsibility to ensure that your use of Deputy complies with all applicable laws and regulations. Please review our Product Specific Terms for more information about your compliance responsibilities.

How to Make a Call-Out Policy that Employees & Managers Love