I was sent home by the facility – Clipboard Health

What is covered in this guide?

What scenarios are eligible or ineligible for sent-home pay?
When should I clock out vs. send a sent-home request?
How do I send a sent-home request?
How do sent-home payments work?
What should I do if I didn’t receive my sent-home payment or if my sent-home payment is incorrect?
What happens if my sent-home request is rejected?

Understanding Sent Home Eligibility

If the facility offers sent-home payment, you may be eligible for payment if you are asked to leave a facility workplace due to reasons such as overstaffing, low census, scheduling error, or other facility-related issues.

A facility will reject your sent-home request if you are being sent home for any of the following reasons:

You arrived late (more than 15 minutes) without the facility’s approval, and the facility workplace declined your arrival.
You were sent home for exhibiting unprofessional behavior in the workplace or refusing a task or assignment before starting your shift.
You were sent home for arriving under the influence, impaired, or unfit to complete duties.
You were sent home for being visibly sick/ill before the start of your shift. (including testing positive for COVID upon arrival)

Note: If your sent-home request was rejected due to the above or any other reason, please refer to the “My request was rejected” section for further details and steps to handle.

Additionally, the facility will only compensate for your hours worked, if any, under the following circumstances:

You left the facility workplace without being asked to do so by an authorized staff member.
You were sent home due to illness.
You were sent home for exhibiting unprofessional behavior in the workplace or refusing a task/assignment given by the facility.

Note: Leaving without notifying a facility supervisor will also affect your Attendance Score.

If you are sent home during your shift due to the above reasons, please follow the "What's Next?" prompt as described in the “What to do if you are sent home” section to submit a sent-home request or clock out.

Even though you may be required to submit a sent-home request depending on the time you are being sent home, please remember that the facility will only compensate you for hours worked.

What to do if you are sent home

Depending on when you are being sent home, the app will guide you to complete one of the actions below to ensure you are compensated correctly:

Depending on when you are being sent home, there are two (2) different actions you can take to ensure that you are compensated correctly:

Send the facility a Sent Home Request
Clock out of your shift with a signed timesheet

The app will prompt you on which action to take to ensure accurate payment and proper documentation when you leave your shift. If you are being sent home:

Locate the shift in the My Shifts tab in the app and follow the instructions in the "What's Next?" prompt. Based on the shift duration, the prompt will guide you on whether to clock out or use a sent-home request.

If you are sent home upon arrival or during the facility's applicable Sent Home pay timeframe, the app prompt will guide you to follow the steps in the “How to send a Sent Home request” section to send the facility a Sent Home request.

If you are sent home during your shift and the facility does not offer Sent Home pay, or you are sent home after completing more hours than the Sent Home pay timeframe provided by the facility, the app prompt will guide you to clock out of your shift.

It's important not to cancel your shift; otherwise, your Attendance Score will be affected.

Note: This does not apply to you if you are ineligible for sent-home pay per the facility’s eligibility requirements above.

How to send a Sent Home Request

You can send a sent-home request, or the facility can click "Send home"

If a sent-home request is required, as instructed in the “What to do if you are sent home” section, it's best to send your request while you’re still at the facility for a quick resolution (Please refer to the below section if you were not able to send the request while at the facility). After sending the request, you'll need to ask the staff coordinator or facility administrator to approve it. Please wait for the shift to begin before following the steps below.

Steps:

Confirm you are being sent home directly with the staff coordinator or facility administrator.
Let them know you are sending a sent-home request in the app so they are prepared to approve it.
Open the app and locate your shift under My Shifts. Select "Cancel / Sent Home" and "Request Facility Confirmation" for your request.
Ask for the request to be approved while you are still onsite. If no one is available to do so, you can follow up with the in-app chat feature.

Note: Incorrectly selecting “cancel shift” instead of "No, I was sent home" will result in a point deduction from your Attendance Score and delay your applicable payment.

If you leave the facility before submitting your request

While it is best to complete the sent-home requests while you are still at the facility, you can still send one after leaving, but approval and payment will be delayed.

To send a Sent Home request after leaving the facility, follow steps 3-4 above. If you meant to clock out of the shift, you need to upload a signed timesheet.

Receiving payment on Approved Requests

When a facility uses the "Send home" option, any applicable sent-home pay is sent to your Stripe account.
When you send/use a sent-home request, you will receive any applicable payment when the request is approved. See how to manage your sent-home requests here.

Sent Home Payment FAQ’s

Please note: Not all facilities offer Sent Home Pay.

How much will I be paid for my sent-home request?

Sent-home payment will vary depending on the cancellation terms of the facility. Some facilities may not offer Late Cancellation or Sent Home Pay.

How do I check sent home payment?

You can check the Late Cancellation and Sent Home Pay offered on a shift before booking by checking the Cancellation Payouts (click here to learn more).

What happens if a facility does not offer sent-home pay?

Sent-home pay will be compensated according to the Cancellation Payouts on the individual shift. However, if you are sent home during a shift at a facility that does not offer Sent Home Pay, the app will prompt you to "clock out" instead of sending a sent home request. Please clock out as instructed so that you can be compensated for the number of completed shift hours verified by the facility.

My Sent Home payment is Incorrect or Missing

If you notice any discrepancies in your payment after processing your request due to the following or any other reason, please contact our support team for assistance in correcting them:

You were sent home after completing more than 50% of the shift and did not receive compensation for the total hours completed
Your sent-home payment does not match the details shown on the facility’s cancellation payouts.

Sent Home Payment not Received/Missing

If your sent-home request is approved but you have not received payment altogether, please contact our support team for further assistance.

My request was Rejected

If a facility workplace rejects your sent-home request, your attendance will be marked as a no-call, no-show (NCNS).

You will not receive any applicable sent-home pay for this shift.
Your Attendance Score will receive an NCNS point deduction.

Disputing a rejection

If you believe your sent-home request was falsely rejected by the facility, please submit an Attendance Score dispute by using the “Start a Chat” option in the Clipboard Health app and selecting “Attendance Score” as the reason for contact. Our team will get back to you within 24-72 hours. A restricted account may still book and work shifts at facilities where they have been highly rated while waiting for a dispute to be resolved.

If your dispute is accepted, we will reverse the Attendance Score point deduction of your penalty and process your applicable payment (if applicable).
If your dispute is rejected, the Attendance Score point deduction penalty will remain in effect.

Learn how to submit an Attendance Score Dispute here.

Reporting Safety Incident

If you believe your sent-home event involved an incident involving a facility staff member or patient, results in the immediate or future harm (or risk of harm) to an individual as a result of an event, condition, action, or inaction from the workplace staff member or patient, please fill out this form to report an incident to Clipboard's Trust and Safety Department.

If you are sent home by a facility, please initiate the process by choosing the "Sent Home" option in the app to avoid delays in payment. Doing this updates your schedule in the app, so you can receive any applicable “sent-home” pay and avoid an Attendance Score point deduction.