Please always make sure when applying for or accepting a shift, that you're available and happy to work.
If something unexpected happens, we know cancellations are sometimes unavoidable.
However, cancelling a shift will affect your reliability rating and, if done at short notice, could leave the care organisation short-staffed.
That's why we've put the following policies in place for our care professionals and the care organisations we work with:
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 three months.
During this time, you won't be able to book new shifts.
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 three months.
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.
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.
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.
Cancelling shifts multiple times at the last minute, or not attending a shift without cancelling first, will result in immediate suspension from Florence.