Standby duty sounds straightforward enough — a formal, organised service, available to respond to well-defined emergencies within a specific timeframe. But for many staff, including those in the External Action Service (EEAS), the reality is far from simple. Theoretically, within the EEAS at least, those colleagues on standby duty have access to designated Duty Phones—reliable devices meant to keep them connected during emergencies.
Yet, in practice, many of these EEAS phones are little more than glorified paperweights, especially in Delegations. Imagine being stationed halfway across the world, holding only a Duty Phone that’s underperforming. It’s like trying to navigate a storm with an umbrella full of holes—more symbolic than practical.
While the EEAS Administration assures staff that this will change soon, it raises an obvious question: why wasn’t it prioritised earlier? The good news is that the Administration is now reportedly preparing to provide all expatriate staff with active subscriptions and (better) phones. This improvement, however, comes as small comfort for those who’ve already spent countless sleepless nights tethered to underperforming devices.
The reality of standby duty: untrained and underequipped
For many colleagues, standby duty involves more than just answering the occasional phone call. It means navigating the empty corridors of a Delegation in the dead of night, armed only with a half-charged Duty Phone and a strong sense of duty. There is just an unspoken “Good luck!” as they fumble through potentially hazardous situations. Where is the lone-worker procedure?
This is where things get worrying. A recent survey initiated by Generation 2004 revealed that 16% of EEAS colleagues have encountered actual security risks while on duty. Picture it: a lone staff member responding to an urgent call in the middle of the night, wondering on the corridors of a dark Delegation building and asking themselves what to do if they come face-to-face with a burglar—or worse. Who knows that they are there? The standby duty rules, which are supposed to be about readiness and responsiveness, have instead themselves become a source of anxiety and unpredictability, leaving staff unprepared and vulnerable.
The bigger problem: when duty phones aren’t enough
While standby duty is intended to ensure that staff are available for urgent, emergency-related issues, the reality is often different. Only 36% of tasks performed during standby duty meet the intended criteria, with the rest involving routine tasks that could easily wait until normal working hours, the very same issues highlighted by translators at the Commission. The lack of clear guidelines for users of the system leaves staff juggling unnecessary obligations and wondering where to draw the line between “emergency” and “annoying inconvenience.” As the saying goes:
A failure to plan on your side does not constitute an emergency on mine
We remind you that a period of stand-by time must be considered working time where
‘the constraints imposed on the worker very significantly affect his or her ability to manage, during that period, his or her free time. The organisational difficulties that a period of stand-by time may entail for the worker and which are the result of natural factors or the free choice of that worker are not relevant’ (Court of Justice of the European Union, PRESS RELEASE No 35/21, Luxembourg, 9 March 2021, Judgments in Cases C-344/19)
Concrete steps forward
It’s time to move beyond temporary fixes and fire-fighting. We need to address the real issues at play. Here are some practical solutions that Generation 2004 proposes for the whole Commission, many of which could make a genuine difference:
- Fast-track the provision of corporate SIM cards and phones: Make it a priority to equip all concerned with a functional and reliable duty phone. This would ensure proper communication tools and demonstrate a commitment to the safety and effectiveness of staff.
- Define clear guidelines for formal standby duty system and apply them: A transparent policy on what constitutes a true emergency would help staff distinguish between urgent matters and routine issues that can wait until morning. This clarity would go a long way in restoring work-life balance.
- Implement a buddy system for night duties: Night-time security checks shouldn’t be a solo task, necessitating a lone-worker procedure. Establishing a buddy system or check-in protocol with a central security service would reduce personal risk and provide an added layer of security.
- Provide proper training and support: All users of the system, from those providing standby to those using the system need to know what the rules are. They need to know what constitutes an emergency and how rest/time is recovered. If standby duty is to include security-related tasks, staff also need specific training. A small investment in basic security training could prevent unnecessary risks and empower staff to act confidently and safely.
Looking ahead: building a safer, clearer standby duty system
Generation 2004 desires to create a standby duty system that is fair, transparent, and above all, safe. Providing the right tools, clear guidelines, and adequate support will not only improve operational efficiency but also show that the administration values staff well-being. It’s not just about handing out SIM cards or distributing functional phones—it’s about building a system where every colleague knows what’s expected, feels secure in performing their duties, and can draw a clear boundary between their professional and personal lives.
With these changes, staff can finally leave behind the days of improvised communication and uncertain responsibilities, focusing instead on what truly matters: being effective, safe, and supported when duty calls.
After all, it’s not just about taking the call—it’s about answering it with the right tools and support in place.
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