We understand that a professional not arriving for their shift is a serious and stressful situation. This guide provides a clear, step-by-step action plan to help you resolve the issue as quickly as possible and find cover.
Step 1: Immediate Actions (The First 15 Minutes)
As soon as you realise a professional is late for their shift start time, please take the following steps.
Check for Messages: Quickly check your phone for any missed calls or text messages, and check your email. The professional may be trying to contact you about an unavoidable delay.
Contact Florence Support Immediately: If 15 minutes have passed since the shift start time and you haven't heard anything, please contact our Customer Support team via live chat or phone. Our team is available 24/7 to provide the fastest support and will attempt to contact the professional for you.
Step 2: What Happens Next?
After you have officially reported the DNA:
The Booking is Cancelled: The booking is immediately cancelled. This prevents the professional from submitting a timesheet and ensures you will not be charged for the shift.
You Can Re-post for Urgent Cover: The shift will become available to be re-posted immediately. We recommend using the ASAP Shift function to find cover urgently.
An Investigation Begins: Our account management team is automatically notified and will launch an investigation into the incident with the professional, in line with our attendance policy.
What If the Professional Arrives Late?
If you make contact with the professional and they are on their way but will be late, do not report them as a no show.
Instead, when they arrive, instruct them to submit a timesheet that accurately reflects their actual arrival and departure times. You must then verify these times are correct before you approve the timesheet.