On-Call Without Ruin: Designing an After‑Hours Escalation System that Protects Clients, Caregivers, and Margins
This 25‑minute Executive Roundtable monologue teaches new non‑medical home care agency CEOs exactly how to build an after‑hours escalation and on‑call system that is operationally simple, audit‑proof, and cashflow‑friendly. Drawing on Scott McKenzie’s experience across HCAB’s 531+ licensed agency launches, the conversation shows how a three‑tier escalation flow, a documented on‑call log, and a targeted $8–12k first‑year overtime budget cap turn an unpredictable liability into a controlled operational expense. Daniel frames the CEO tradeoffs between availability and margin; Claire maps the…
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