Operational Guideline
TITLE: PHN planned and extended absences
APPROVED BY: Healthy Sexuality and Harm Reduction Working Group
Date
 Population and Public Health
March
2013
Date

TARGET
REVIEW
DATE
PAGE
1 of 2
March ,
2015
1.0 Purpose
1.1. To ensure that the caseload is covered when staff is on leave.
1.2. Ensure that clients hearing a voice message when a PHN is on leave hear that
if they leave a message, it will be responded to in a timely manner.
2.0 Scope and Goal
2.1. The guideline is applicable to staff working with the Healthy Sexuality and Harm
Reduction team.
3.0 Procedure
3.1. Access to voicemail during leave
3.1.1. The Senior Administrative Secretary will keep a list of private list
passwords connected to all telephones so that necessary access can be
gained to voice mails in case of staff absence.
3.1.2. Staff are to supply the most current voice mail password to the Senior
Administrative Secretary.
3.2. Unplanned Leaves
3.2.1. The unexpectedly absent employee will:
Call the AY3 and advise/leave message of absence.
If possible, change their voice mail to advise of their absence and that a
colleague will check for messages. Suggest message template “You
have reached the voice mail of ___________. I’m away from my desk.
A coworker will be checking for messages and returning calls. Please
leave a message saying how we can reach you and when the best time
to call. Your call is important to us and we thank you for calling.”
3.2.2. Admin staff picking up calls from AY3 phone line will advise the Team
Manager, PHN #1 and AY3 of the absence.
3.2.3. The PHN #1 will
Change voicemail of absent employee, as necessary.
Check voicemail for messages.
Check charts for intakes, urgents and new cases.
3.3. Unplanned Extended Leaves
3.3.1. When there is an unexpected extended leave, the Team Manager, in
consultation with a PHN, will plan for file distribution or coverage.
Operational Guideline
TITLE: PHN planned and extended absences
APPROVED BY: Healthy Sexuality and Harm Reduction Working Group
Date
 Population and Public Health
March
2013
Date

TARGET
REVIEW
DATE
PAGE
2 of 2
March ,
2015
3.4. Planned Leaves
3.4.1. PHNs will inform the Senior Secretary of planned leave. Admin will stop
assigning new cases 1 week in advance of the expected leave. Admin will
assign files to the team to cover for the absent PHN.
3.4.2. Nurses who are planning absences will ask for coverage. The covering
PHN will manage existing files. The PHN who is planning a leave may
participate in recommending assignment of files.
3.4.3. When PHNs leave for vacation, if there is someone else working in the
area (i.e., Point Douglas or Downtown), the remaining PHNs working in that
community area should be prioritized to get their own community area
charts. However, they should only get as many additional charts as others
in the entire team would get.
3.4.4. The PHN who plans an absence will leave a voice message. Suggested
message “You have reached the voice mail of ____________. I will be
away from the office until ______. A coworker will be checking messages
throughout the day and returning calls. Please leave a message saying how
we can reach you and what time is the best time to call you. Your call is
important to us & thank you for calling.”
3.4.5. Admin will commence assignment of new cases one week in advance of
the PHN’s return. Any urgent files, including syphilis and blood-borne
infections must not be assigned to a returning PHN before arrival back at
work.
3.5. Options to improve coverage efficiency:
3.5.1. PHNs covering a colleague have an option to carry the absent nurse’s day
files in an accordion file to their own desk and use the call forward feature
from the absent nurse’s phone to the covering nurse’s phone. This may be
more efficient and may improve clients’ ability to reach a PHN to discuss
their issue.