Most agency owners didn't start out planning to be the on-call phone. It happened gradually. The coordinator on call wasn't sure what to do, so she called the owner. A family member asked for someone in charge, so the call got passed up. A caregiver had a tricky situation, and the owner was the only one who knew the history. Each of those calls made sense. Together, they added up to something most owners recognize: the agency runs well when the owner is available, and gets ha