On Call Process

Objective: This Standard Operating Procedure (SOP) outlines the responsibilities and procedures for an  assistant in   Budd’s Plumbing to track down a key performance indicator that tracks our overall conversion of the marketing spend we are spending within Budd’s Plumbing.  

Inside this document will be explained the process and procedure of being “On Call”. This document will lay out in full detail all that is expected of team members while On Call”. 


  1. 3 months of employment with Budd’s Plumbing and/or Budd’s Drain Services is mandatory before qualifying for the “On Call” schedule. 
  2. “On Call” schedule will consist of a total of 3 consecutive days at a time. And will be rotated within each qualified team member. Monday-Saturday 5pm-9pm.
  3. While “On Call” all team members are required to be reachable via Text Message and available within 30mins of call. 
  4. While “On Call” Company vehicle is to be taken home. No travel is to be made with Company vehicles outside  to and from booked calls.  
  5. No illegal activity is permitted while “On call”. If such activity is discovered by Budd’s Plumbing and/or outside party, Team member(s) will be terminated immediately. 

Pay Structure:

  1. While “On Call” team members will earn their regular pay rate and agreement, if overtime does not apply. 
  2. Team members will only be paid for the time they are clocked into a job timesheet. Team members will not accumulate any hours on their time sheets if calls are not received and/or booked. 
  3. Each Team Member will receive a $100 bonus after completing a total of 3 calls. This bonus will be received for every 3 calls completed during the “On call” schedule. This bonus will be paid at the time of the regular payroll schedule.


  1. All Booking Requests are required to be done online. 
  2. Full disclosure of the “On call” process is to be present to the customer. 
  3. Agreement is to be signed and approved.
  4. A required $___.___ Deposit is required at the time of booking. 
  5. Request is booked and confirmed via text message. 
  6. “On Call” team member(s) will be notified on phone via Jobber notification. 
  7. Team member(s) is required to reply within 30 mins of confirmed booking. 
  8. Team member(s) follow normal service procedures. 

Note: This SOP can be customized based on the specific requirements and guidelines of Budd’s Plumbing. Regularly review and update the SOP to ensure it remains accurate and aligned with the company's evolving needs. Make notes below in Red that would make this SOP more efficient. Before changing the SOP above, Ben and Mike need to sign off on it.