On-Call Schedules in Everbridge Instead of SharePoint

On-call schedules for major incidents and pageable events – centralized in Everbridge.

• Eliminates the manual process previously required to contact on-call team members.

• Helps us resolve our customer issues in a more timely manner. 

• The only change is where the on-call schedules are stored.

• As in the past, if you’re paged for a major incident or issue that impacts patient safety, the IT Service Desk will select your team, then Everbridge will reach out to you via text, call, another text and another call.

• Everbridge doesn’t send any alerts to pagers. 

If there’s no response after 15 minutes:

• Everbridge contacts the next person on call.

• If there isn’t an on-call secondary, your manager will be contacted (usual process). 

Important: If you’re paged in error, contact the IT Service Desk to page the correct team.

On-call analysts

• Use the Everbridge Member Portal to manage your availability and view published calendars. 

• For details, review this Member Portal tip sheet.

• If you missed the training sessions or need a refresher, you can review the session here. 

• Keep your MARS contact info updated: Everbridge uses your MARS information to reach you, so make sure your information is entered in this section, Business Cell>Preferred, and be sure to keep this updated. Everbridge updates from MARS Monday through Friday at 6 a.m.

Managers/calendar leads

• Use the Everbridge Manager Portal to manage your on-call schedules.

• For details, review these tip sheets: Creating and Activating Everbridge Calendars and Creating Groups, Adding Users and Linking.

• If you missed the training sessions or need a refresher, you can review the session here.

For issues

• Open a ChangeGear ticket and select Everbridge in the Owner field.