Please always make sure when applying for or accepting a shift, that you're available and happy to work.
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If something unexpected happens, we know cancellations are sometimes unavoidable.
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However, cancelling a shift will affect your reliability rating and, if done at short notice, could leave the care organisation short-staffed.
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That's why we've put the following policies in place for our care professionals and the care organisations we work with:
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​1. If you cancel three shifts last minute
If you cancel three shifts less than 24 hours before the start time within any 30-day period, you will be immediately suspended from using Florence for two weeks
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During this time, you won't be able to book new shifts.
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​2. If you don't attend a shift you booked
If you do not attend a booked shift without cancelling first, your account will be immediately suspended for two weeks.
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​3. If a care organisation cancels your shift last minute
​If a care organisation cancels three shifts less than 24 hours before the start time within any 30-day period, they’ll be investigated by a member of our team to stop this from happening.
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​4. If you are turned away from a shift
If you're turned away from a shift you were confirmed to work that wasn't cancelled, you may still be able to get paid. Please contact your account manager for next steps.
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​Important: If you have existing shifts booked while your account is suspended, please work these. However, until your account is activated again, you won't be able to pick up any more shifts.
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Cancelling shifts multiple times at the last minute, or not attending a shift without cancelling first, will result in immediate suspension from Florence.