Admin · Schedule + On-Call
Manager Schedule + On-Call Rotation
Who's primary for each property · who's backup · who's on the after-hours emergency line. Auto-routes leak alerts + tenant emergencies to the right phone, every time.
5Active managers
7d / 24hCoverage rotation
2PTO / out next 30d
28After-hours pages last 90d
This week · Apr 28 – May 4
Shift
Mon 4/28
Tue 4/29
Wed 4/30
Thu 5/1
Fri 5/2
Sat 5/3
Sun 5/4
Office
9–5
Melissa LopezPlaza Tower portfolio
Melissa+ Patty 1–5
Melissa + TiziBOD prep
Melissafield walks
Patty SwainCenterville · Lakes
Closed
Closed
Front desk
Plaza Tower
Maria S.8a–3p
Maria S.8a–3p
Maria S.8a–3p
D. Rodriguez8a–3p
D. Rodriguez8a–3p
A. Chen7a–3p
A. Chen8a–noon
Front desk
PM Plaza
D. Rodriguez3p–8p
D. Rodriguez3p–8p
D. Rodriguez3p–8p
Maria S.3p–8p
Maria S.3p–8p
—
—
After-hours
on-call
Melissa Lopez📱 5p–8a
Melissa Lopez📱 5p–8a
Melissa Lopez📱 5p–8a
Patty Swain📱 5p–8a
Patty Swain📱 5p–8a
Patty Swain📱 24h
Patty Swain📱 24h
Backup
(escalate)
Tizi📱 escalation
Tizi📱 escalation
Tizi📱 escalation
Tizi📱 escalation
Tizi📱 escalation
Melissa📱 escalation
Melissa📱 escalation
After-hours rotates Sun → Sat. Escalation backup gets paged after 30 min if primary doesn't acknowledge. Holiday coverage marked separately.
Active managers
Melissa Lopez · Senior Manager
Plaza Tower portfolio · Plaza Tower Master · Tallahassee Center · Camellia Oaks
4Properties
11dAvg cycle time
88%Q2 ack rate
📧 melissa@cmgcam.com · 📱 (850) 555-0142
Tizi Goncalves · Operations Director
All-property leadership · escalation · The Lakes · The Timbers · 3 small HOAs
5Properties
8dAvg cycle time
100%Q2 ack rate
📧 tizi@cmgcam.com · 📱 (850) 555-0118
Patty Swain · Manager
Centerville · Emerald Woods · San Miguel · Carroll Commons
4Properties
9dAvg cycle time
95%Q2 ack rate
📧 patty@cmgcam.com · 📱 (850) 555-0163
Manager 4 · Manager
Glenview Place · Stadium View · Richmond Place
3Properties
14dAvg cycle time
71%Q2 ack rate ⚠
⚠ Coaching session scheduled May 6
Manager 5 · Manager
Seminole Legends · Timberwood
2Properties
10dAvg cycle time
100%Q2 ack rate
📧 mgr5@cmgcam.com · 📱 (850) 555-0184
Kyle Anderson · Accountant
Portfolio-wide · BOD financials · audit liaison · bill approval
All 18Properties
DailyReconciliation
—Non-mgr role
📧 kyle@cmgcam.com · 📱 (850) 555-0211
PTO & planned out · next 30 days
| When | Who | Type | Coverage |
|---|
| May 6–10 | Patty Swain | PTO · vacation | Tizi covers Centerville · Melissa covers Lakes |
| May 22 PM | Tizi Goncalves | Out · DBPR seminar | Melissa primary escalation |
| May 27 | Memorial Day | Holiday · office closed | A. Chen front desk · Melissa on-call 24h |
Auto-routing logic
Emergency · highrise leak
Front desk fires Group Text → primary on-call manager
Per Highrise Leak Runbook. SMS to whoever is on-call for that property's portfolio. Acknowledge in 5 min or auto-escalates to Tizi.
Emergency · non-highrise
(850) 544-2793 → on-call
After-hours line forwards to whoever is on-call. Twilio routing rule. Auto-fails over to backup if primary doesn't pick up in 3 rings.
PTO override
Coverage swap auto-active
When PTO is entered for a manager, the system auto-routes their notifications to the named coverage manager for the duration. No manual cutover needed.
Acknowledgment
Reply "ACK" to silence the chain
On-call manager texts ACK back. System logs the acknowledgment + stops escalation. Audit log entry tied to the originating event.
Escalation
30 min no-ack → backup
Primary hasn't ACKed in 30 min → SMS fires to escalation backup (Tizi or Melissa depending on rotation). 60 min total → leadership pager.
Calendar sync
On-call shows on Google Calendar
Each manager sees their own on-call shifts on Google Calendar. Optional: sync to personal calendar with read-only ICS feed.
Why this exists: On-call coverage is one of those things that "just works until it doesn't." Without a tracker, after-hours emergencies route to the wrong manager, get missed, or escalate slowly. This holds the rotation, the auto-routing, and the escalation chain in one place. Every page is logged for audit.
