The on-call policy explains how NHS Essex ICB maintains a 24-hour, seven-day-a-week on-call service to support the management of incidents, emergencies and major disruptions.
The policy helps ensure the organisation can meet its responsibilities as a Category 1 Responder under the Civil Contingencies Act 2004 and comply with NHS Emergency Preparedness, Resilience and Response (EPRR) requirements.
For more information, read the full policy by downloading the accessible Word document at the end of this page.
Who the policy applies to
This On-call Policy applies to NHS Essex staff at Agenda for Change Band 8c and above, including Very Senior Manager (VSM) roles.
Purpose of the On-call Policy
The On-call Policy ensures that NHS Essex has suitably trained senior staff available at all times to respond to incidents, emergencies and system pressures.
The policy supports:
- effective emergency preparedness and response
- continuous leadership and decision-making capability
- coordination of the NHS response to incidents across Essex
- compliance with national EPRR requirements
- business continuity and service resilience
How the on-call service works
The NHS Essex on-call service operates 24 hours a day, 365 days a year.
The service has two levels of on-call leadership:
- Tactical Commander – a trained senior manager who is the first point of contact for incidents, emergencies and escalations
- Strategic Commander – a trained director who provides strategic leadership and support during incidents and emergencies
A dedicated 24/7 switchboard service contacts the appropriate on-call staff member when an incident or emergency occurs.
Expectations for on-call staff
Staff undertaking on-call duties are expected to:
- keep their work mobile phone switched on and available
- respond to calls within 15 minutes
- have access to a laptop while on-call
- be able to travel to meetings if required
- maintain their fitness and ability to undertake on-call responsibilities
- keep accurate records of incidents and decisions
- complete all required training and exercises
Training and development
All staff undertaking on-call duties must complete appropriate emergency preparedness and response training.
Regular exercises, training and professional development activities help ensure staff remain competent and confident in their on-call role.
Failure to maintain required competencies may result in temporary or permanent removal from the on-call rota.
On-call payments
Eligible Agenda for Change staff who undertake on-call duties receive an annual on-call payment and are paid for any time worked while on-call.
Payment is dependent on maintaining the required training and competencies.
Roles and responsibilities
The Accountable Emergency Officer has overall responsibility for ensuring NHS Essex maintains effective on-call arrangements.
The Emergency Preparedness, Resilience and Response (EPRR) Team manages the on-call rota, training programme and supporting documentation.
Line managers are responsible for supporting staff to attend training and maintain their on-call competencies.
Policy review
This policy was approved in March 2026 and is due for review in March 2029.
For more information, read the full policy by downloading the accessible Word document below.