Setting up an on-call rotation takes just a few minutes. Once configured, it will automatically alert your designated technicians or team members when a qualifying issue is submitted — no manual dispatching required.
Before starting, confirm that both prerequisites below are in place. Without them, on-call rotations will not be available or function correctly.
On-Call package is active
Your company must be subscribed to the ER-SaaS-RBP package and have the “Include On-Call” toggle enabled. If either condition is not met, the on-call feature will not be available to configure.
Service providers are marked as in-house
Any service providers you want to add to a rotation must have the “in-house” toggle enabled on their profile for the PM company. Technicians without this setting will not appear as selectable in the rotation layer setup.
From your dashboard, go to the Tools tab, then choose On-Call Rotations.
On the next page, click Create New, then give the rotation a clear, descriptive name (e.g., “Emergency Maintenance” or “Parking Issues”). Click OK once done.
In the new rotation, click Add Layers or the pencil icon at the right upper corner of the page to start setting up the schedules.
In the Layers tab, click either +Add Tech Layers or +Add Backup Layer.
What are Layers?
Tech Layers or First Responders - Technicians and contractors who physically respond to emergencies. Multiple layers allow for shift coverage and escalation.
Backup Layers or Escalation Contacts - Property managers or staff who should be notified if technicians don’t respond. The safety net for critical situations.
Start with a tech layer to define your primary on-call schedule, then add a backup layer for peace of mind.
Select the rotation type, then click Add Layer.
Rotation Types:
Calendar rotation - Coverage for specific times and days
Block rotation - 24/7 continuous coverage
A. Setup Calendar Rotation
Next, click on any empty day to make the Add Time Slot option appear.
Select the technician (or backup) from the dropdown, or click +Create Technician if they are not yet listed. Then, set the day and start and end times for the schedule. Click Add to save.
Repeat these steps for each day you want the technician scheduled on the rotation.
Make sure that the service provider you want to include on the On-call rotation is set up with In-House billing.Need help in setting up your service provider as In-house? Check the help guide below.
Navigating Your Preferred Service Provider's Profile
Learn how to navigate your service provider details and make changes easily.
Finally, adjust the Repeat Cadence. This will set how often the weekly schedule repeats.
B. Setup Block RotationChoose Block Rotation, then click Add Layer.
Select the Technician (or Backup) from the dropdown list, or +Create Technician (or PM User if Backup Layer) if the person is not yet added in Latchel. Also setup the Rotation Frequency, and Handoff Time.
For Rotation Frequency, you can select the number of days or weeks. If the frequency is set to weeks, the Handoff Time will require you to choose the day of the week when the next person will be scheduled to be on-call.
When finished setting up your new on-call rotation, click Close at the bottom of the screen. The new on-call rotation will show on your screen.
