Disputing an Attendance Score Deduction – Clipboard Health

Please be aware that the maximum Attendance Score has changed for users in the following areas:

Portland-Vancouver-Hillsboro OR-WA
Cincinnati, OH-KY-IN
Philadelphia-Camden-Wilmington PA-NJ-DE-MD

The starting Attendance Score in the above area has changed to 30 points.

When unexpected events in your day lead to cancellations or a No-Show, feel empowered to submit an Attendance Score deduction dispute. We're here to help, review and address your concerns for any of the following reasons:

Personal Emergencies
Tardiness Deductions
App Related Concerns
Restriction Concerns
Attendance-Related Facility Issues

If you have an Attendance Score request, please submit it in the Clipboard Health app through the “Start a Chat” option and select “Attendance Score” as the reason for contact. Before starting your chat, be sure to have any relevant documentation that supports your claim ready.

A non-exhaustive list of acceptable documentation for specific Attendance Score dispute categories is provided below, and guidelines can be found here. Please note that submitting documents that we reasonably suspect of being altered or falsified may result in permanent deactivation from the platform.

_____________________________________________________________________

SAFETY INCIDENTS

Please do not report safety incidents as an Attendance Score Dispute. Notify our Trust and Safety team directly by filling out the Incident Report Form here. To learn more, please see: Reporting a Safety Incident.

Medical

For medical emergencies, the following documents can help us verify your claim and arrive at a resolution faster:

a medical note on a letterhead with the provider’s signature, the patient’s name, and the date of the visit;
a photo of a positive COVID, flu, or rapid strep test result with your name and the date of the test legibly written in permanent ink directly on the front of the test;
hospital discharge paperwork on a letterhead, which includes the patient’s name, date(s) of the admission, and discharging physician’s name
If you attended your visit virtually, you may submit a screenshot of your doctor’s note from the website of the institution. It must contain the following: the visible URL (web address) of the institution, the logo of the institution, the name of the healthcare provider, the patient’s name, and the date of the consultation.

Death of a Loved One

We understand that death can be a difficult experience, and our hearts go out to you for your loss. When possible, a dated obituary including the name of your loved one and your name can help us resolve your dispute quickly, so there’s one less thing to worry about. For the respect and privacy of all, we ask that you avoid including photographs of the deceased with your Attendance Score dispute.

Transportation

If you were involved in an accident or had car trouble, the following documents can help us to verify your claim:

a police report with your name and the date of the incident;
an auto mechanic’s receipt with the mechanic’s name, your name, the type of repair done, and the date of the repair;
a receipt for car parts purchased for self-repair, with the date of purchase indicated
Insurance documentation with the name of the insurance company, your name, the date and the description of the incident.

Pet Emergencies

Pets are part of the family too. If you experience a pet emergency, documentation from the veterinarian such as a dated invoice including your name can help us verify your claim.

Incidents With A Police Report

If you choose to upload a police report as evidence of your emergency. The report should contain:

The name or ID number of the police officer who issued the report
Your name
The date and time of the incident
The description of the incident

Court

If your emergency has to do with a court appearance, legal documents can be uploaded to support your claim. The minimum requirements for documentation in this category are:

General Legal Documents:

Your signature and a witness’ signature
The names of the parties involved
The date
The purpose of the document, obligations, and conditions

Notices of Jury Duty

The seal of the applicable court
The name and address of the court
Your name and address
Your participant number
The date and time of your appearance, the location, and the expected length of the trial

Other

If your Attendance Score dispute is related to an emergency that falls outside of the categories listed above (e.g., a child-care emergency), please provide sufficient detail when starting the chat so that our team can determine if documentation is required. Providing documentation upfront can help us resolve your Attendance Score dispute quickly and accurately.

Tardiness Deductions

If you clock in late for a shift on the Clipboard Health app, you may receive an Attendance Score deduction after you have worked the shift. However, if you arrive on time but forget to clock in on time, you will not receive a Tardiness point deduction as long as your Location Services are enabled correctly.

Any deductions for tardiness will be applied after Attendance Score bonuses for working a shift are applied. You will receive a push notification and an alert in the Notification Center if you have received such a deduction. You may review the “My Attendance Score” page for the thresholds for tardiness and the resulting deduction amounts.

This deduction will not be applied to:

Shifts booked less than 4 hours before the start time.
The second shift in a double (two consecutive shifts back to back) at the same facility.

If a deduction was applied in the situations mentioned above, please reach out to us.

Please note that we do not accept paper timesheets as evidence of clock-in time.

App Related Concerns

Verifiable App Glitch

If you believe you are experiencing an app glitch, we highly recommend checking out our FAQ page on how to troubleshoot the app when you are having problems.

If you continue to have issues using the app after attempting the troubleshooting steps, please let us know immediately. When reaching out about the Attendance Score Dispute, please provide as much detail as possible regarding your technical issue, including screenshots, a timeline, and the action you were trying to take.

Accidental Shift Bookings

Accidental Shift Bookings.gif

As of September 12th, 2024, all professionals have 5 minutes to cancel an accidental booking so long as you cancel the shift at least 8 hours before the shift's start time.

To cancel, simply navigate to the “My Shifts” section of the app and tap “View Shift Details.”

As shown on the left, there will be an “Undo booking” button with a countdown timer that shows how long you have left to cancel, without this affecting your attendance score.

If you don't see this button with the countdown timer, don’t worry; you will still be eligible to cancel the shift without penalty as long as you do so within the 5-minute window and the shift's start time is more than 8 hours.

If you cancel a shift more than 5 minutes after booking and/or within 8 hours of the shift's start time, your Attendance Score will be penalized and you will not be able to dispute it.

Accidental Shift Cancellations

If you worked or are working a shift that you accidentally canceled, request a dispute via chat, and any associated Attendance Score point deduction will be reversed. Please submit a signed timesheet to confirm that you worked the shift.

Restriction Concerns

I WAS ON MY WAY TO MY SHIFT, AND MY ACCOUNT WAS RESTRICTED

If you were on your way to your shift and your account got restricted, it may have been due to one of the following reasons:

Our system detected no movement toward the facility and you did not confirm your attendance via the app, marking you as a potential No Show.
Your shift had already started, and the facility marked you as a No Show as you had not arrived on time.

If your reason for any of the above situations is a suspected app issue, we highly recommend checking out our FAQ page on how to troubleshoot the app when you are having problems.

I WAS WORKING MY SHIFT, AND MY ACCOUNT WAS RESTRICTED

If your account gets restricted while you are already working a shift, it may be for one of the following reasons:

The facility accidentally marked you as a No Show
You accidentally canceled your shift after the scheduled start time

Accidentally Marked as a No Show

If the facility has accidentally marked you as a No Show, notify the staffing coordinator or DON immediately and have them reach out to us. Please note that this is only applicable in cases where you have arrived and clocked in on time at the facility for your shift.

Attendance-Related Facility Issues

SENT HOME BY THE FACILITY

If you are sent home by a facility, please use the Clipboard Health app to submit a sent-home request, or ask the facility to record a ‘Send Home’ for your shift. Doing that updates your schedule in the app, allowing you to receive any applicable sent-home pay and avoid an Attendance Score point deduction.

SENT HOME RESULTING IN DEDUCTIONS

If you arrived on time for your shift, but were sent home by a facility, please reach out via chat, select “Attendance Score” as the reason and submit Attendance Score Dispute if you lost Attendance Score points for a shift you actually worked, or if a facility sent you home or canceled your shift.

We will perform a thorough investigation and reverse the Attendance Score point deduction if we confirm that you indeed worked the shift. Please provide us with a photo of your timesheet when reaching out via chat to request an Attendance Score dispute for a falsely reported No Show.

FACILITY COVID-19 STATUS

With the federally-declared COVID-19 Public Health Emergency now over, as of February 12th, 2024, Clipboard Health will no longer reverse Attendance Score deductions due to a facility’s positive COVID-19 status. A professional's own positive COVID-19 status remains a qualifying personal emergency for Attendance Score purposes.