Home Care Centralized Scheduling Office Transition
Home Care Centralized Scheduling Office – where to call from Thursday, March 27 to Monday, March 31, 2025
| Date | Time Frame | Where to Call | Who is answering the call | Special Note |
| Thursday, Mar 27 | 4:30 p.m. until 6:00 a.m. Friday | 204-788-8328 or 204-788-8327 | After Hours | |
| Friday, Mar 28 | 6:00 a.m. until Monday, Mar 31 at 6:00 a.m. | Your regular Scheduling Clerk number | Home Care Scheduling Clerks | After Hours numbers are still active |
| Monday, Mar 31 | 06:00 a.m. | 204-940-3100 | Home Care Scheduling Clerks | After Hours numbers are inactive |
From Monday, March 31 at 6:00am, you will only use the number 204-940-3100 to reach a Scheduling Clerk, 24 hours a day, 7 days a week.
THIS NUMBER IS NOT FOR CLIENTS. THEY WILL CONTINUE TO CALL THEIR CC or AFTER HOURS.
Beginning March 28, 2025, the WRHA Home Care program will centralize home care scheduling to one office located at 80 Sutherland Avenue and transition scheduling to 24 hours a day, seven (7) days per week service. This centralization will include staff from the After-Hours Central Intake Program housed within the Provincial Health Contact Centre (PHCC) at Misericordia Health Centre (MHC).
Since providing notice in December, we have been working closely with the unions (MNU and CUPE) to confirm and finalize our transition plans per the applicable collective agreements. We will be updating this page regularly with important information for all home care staff to support a smooth transition.
Virtual Open Office Hours – March 5
On Wednesday, March 5, from 12 p.m. to 1 p.m., the home care leadership team, including Luba Bereza, Director, Health Services – Home Care and Palliative Care, and Tara-Lee Procter, Regional Lead, Health Services – Community and Continuing Care, will be hosting a virtual Open Office Hours event.
This is an opportunity to discuss the transition to the Home Care Centralized Scheduling Office, ask questions and address concerns directly with leadership. There will be no set agenda or formal presentation—you can drop in any time throughout, and you can choose to just listen to any conversation that is going on.
You can join the event using this link.
If you’re not able to attend, you can send questions or comments in advance to [email protected] and I can address them during the session. A recording will be available afterwards.
Frequently Asked Questions
- Feb 27: Communication pathways with the HCCSO
- Feb 26: Direct Service Staff and Direct Service Nurses
- Feb 14: Nursing and the HCCSO
- Feb 10: How does the HCCSO impact my role? Part I
- Jan 30: HCCSO Leadership Structure
- Jan 23: Introduction to the Home Care Centralized Scheduling Office (HCCSO)
The schedule for future FAQ updates is as follows*:
- Feb 25: After hours central intake and client support including 24/7 cancellation line
- Mar 4: After hours nursing and nursing Intake
- Mar 11: How does the HCCSO impact my role? Part 2
- Mar 18: Service standard benchmarks and dashboard
- Mar 25: Getting ready to move
* These dates are subject to change based on our work with the unions, however if there are changes, we will provide notice of the adjusted dates.
Messages from Home Care Leadership