How does Attendance Score work?

Your Attendance Score is an attendance-based rating that will allow you to view and manage your account's standing with Clipboard Health.

• All accounts will start with the 100-point maximum score by default.
• Professionals who keep a score of 100 reflect greater reliability.
• Canceling shifts will result in the deduction of points from your Attendance Score, but you can earn your way back to 100 with every shift you work.

Watch the video below to get an overview of how this works, then scroll down to our FAQs for more details. 

 

Shift cancellations and point deductions

You will follow the same steps as before when canceling a shift, but cancellations will now result in a point deduction under the new Attendance Score system. The number of points deducted from your account is detailed in the table below.

• We will always let you know the number of points that will be deducted before you commit to canceling your shift.
• The earlier you cancel a shift, the fewer points will be deducted from your score.

Working a shift	+5 points (up to 100 max)
Clocking in on time*	+ 5 points (up to 100 max)
Canceled less than 0 hrs in advance (NCNS)	-100
Canceled 0-4 hrs in advance	-85
Canceled 4-8 hrs in advance	-70
Canceled 8-16 hrs in advance	-55
Canceled 16-24 hrs in advance	-40
Canceled 24-72 hrs in advance	-25
Canceled over 72 hrs in advance**	-10

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*Clocking in on time

• Only InstantPay shifts are able to receive the on-time Attendance Score points.
• To receive the 5 points for clocking in on time, you must be at the facility and clock on time (i.e. at the shift’s start time).

**Deductions for cancellations 72+ hours in advance

• This will only apply to users in select metropolitan areas.
• Check your ratings tab in the app to view your applicable deductions. 

Tip: We recommend booking no more than 6 shifts at a time to minimize the risk of point deductions unless you're certain you can attend them all. 

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An Attendance Score of zero or below

A 7-day account restriction occurs when an Attendance Score drops to 0 or below and may restrict the account's ability to book or keep already booked shifts.

During a 7-day account restriction:

• You can only see and book shifts or keep previously booked shifts at facilities that have added you to their “Favorites” list by giving you a 4 or 5 star rating.
• You will be unable to book and see shifts at facilities that have not given you a 4 or 5 star rating. Any upcoming shifts at such facilities will be unassigned during the restriction period. 
• If your account is restricted and a facility adds gives you a 4 or 5 star rating, your ability to see and book shifts at that facility will immediately be restored.
• At the end of the 7-day restriction, your Attendance Score will reset to 100 and your booking options will no longer be restricted by your rating. 

Recurring restrictions

If you are restricted 3 times within a 6-month period, your account will receive an additional 12 month restriction with the same booking restrictions described above.

• Restrictions will lapse on a 6-month rolling basis, which means a restriction will no longer count against this 3 restriction limit after 6 months.
• Your booking options will be automatically restored at the end of your 12-month restriction period.

Restriction FAQs

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Will my previous suspensions still affect my account?

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Yes. Any previous account suspensions will be weighed against your account on the same 6-month rolling basis as account restrictions. This means that any suspensions within the last 6 months will count towards account restrictions under the Attendance Score. 

However, if your account was suspended at the time of this transition, the suspension will be converted to a restriction. This means you will be able to see, book, and work shifts where you have been added as a Favorite!

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What happens when my account is restricted?

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You will be notified when your account receives a 7-day restriction, along with the date the restriction will be lifted. To view your account information and the restoration date, open the Ratings tab within the mobile app.

Learn more about restrictions under the section titled "An Attendance Score of zero or below" above. 

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When will my account restriction be lifted?

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Your booking options will be restored after the 7-day restriction period has ended. You can check your restoration date by opening the mobile app and selecting the Ratings tab, followed by My Attendance Score.

Please note: It may take several hours for your account to resume after your restoration date arrives.

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Why hasn't my account restriction been lifted yet?

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It may take several hours for your account restriction to be lifted on the restoration date. If the restoration date has arrived and your account restrictions have not been lifted, please check back on the My Attendance Score page (under Ratings) shortly. 

If your account restriction has not been lifted 24 hours after the restoration date, please contact our support team to report the delay.

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Can I dispute an account restriction?

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If you believe there's been an error on your account, please submit a dispute regarding the action that led to the account restriction by completing this form. You can also locate this form in the Clipboard Health app by following the steps below.

1. Select the Ratings tab (bottom menu-bar)
2. Tap "See details" under My Attendance Score
3. Scroll down to Learn more and select "How Attendance Score Works" (this will bring you back to this article to access the link).

Our investigation team will address your dispute within 72 hours and notify you whether your dispute was rejected or accepted (and reversed). 

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How do I dispute an Attendance Score point deduction?

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If you believe there's been an error on your account, please submit a dispute regarding the deduction by completing this form. You can also locate this form in the Clipboard Health app by following the steps below.

1. Open the Clipboard Health Attendance Score Dispute Form here.
2. You must fill out this form based on the cancellation that resulted in your deduction.

To locate this form in the Clipboard Health app

1. Select the Ratings tab (bottom menu-bar)
2. Tap "See details" under My Attendance Score
3. Scroll down to Learn more and select "How Attendance Score Works" (this will bring you back to this article to access the link).

Our investigation team will address your dispute within 72 hours and notify you whether your dispute was rejected or accepted (and reversed). 

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What happens if the facility cancels my shift (before the shift starts)?

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If a facility cancels your shift before your shift has begun, you will receive a notification alerting you of the cancellation, and the shift will be removed from your calendar accordingly. This will not impact your account status.

• If the facility has opted to pay for late cancellations, you will be automatically paid according to the cancellation terms listed in the facility's profile. 
• You can check a facility's late "Cancellation Payout" when booking shifts by checking their profile, learn how to check cancellation payouts here.

Note: You can view your cancellation payouts in the app under My Account > Payroll.

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What should I do if the facility sends me home?

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If a facility instructs you to go home, your account status will not be impacted, and you may be eligible for a sent-home payment. For more information on what to do when you are sent home, please refer to this guide.

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