ESHYFT'S CALLOUT POLICY

Emergencies happen. When your car breaks down, you or your little one doesn’t feel well, or something urgent and unforeseeable comes up that forces you to call out of a shift. However, when attendance issues occur over and over, they become a problem. If facilities can’t rely on ESHYFT nurses to show up, it hurts the trust level of our community of nurses and brings down the measure of care at facilities that rely on ESHYFT.

We implemented a policy for callouts, we think it is fair and provides flexibility for when emergencies happen.

What is considered a callout on ESHYFT?

A callout is when a nurse applies for a shift, gets confirmed to it by a facility manager, and then calls out of the shift. When a nurse calls out of a shift, it’s hard for a facility to find staff in time to replace that nurse, especially when that callout is close to shift start time. It also means that other nurses who could have worked that shift missed out on the opportunity. In order to keep ESHYFT reliable and valuable for facilities, we want to decrease the number of callouts.

What does it mean if a callout is excused?

Callouts that have a legitimate excuse can be ‘excused’ by an ESHYFT admin. Excused callouts will not count towards your callout rate or towards a suspension.

How can I get a callout excused?

For a regular callout, you’ll need to contact ESHYFT directly. You can contact ESHYFT by emailing support@eshyft.com or calling us at 1-800-949-5188.

For a short notice or a super short notice callout, contacting ESHYFT is part of the callout process, you will need to speak to an ESHYFT rep in order to get your callout approved. You can share the reason for your callout and provide any supporting documents during the first step of the callout process:

In the second step of the process for short notice and super short notice callouts, you will be asked to contact ESHYFT. You will need to speak to an ESHYFT rep in order to get your callout approved. If your callout is not approved by an ESHYFT admin and you do not show up for your shift, you may get a No Call No Show (NCNS) on your record. ESHYFT reps will decide on whether a callout is excused or unexcused on a case by case basis.

Once a callout is approved, you will see it in the ‘Approved’ area of ‘Callouts’ in the ‘More’ section of your app.

Can I cancel a callout?

You can cancel a callout request, not a callout that’s been approved. If the callout request is pending and hasn’t been approved by an ESHYFT rep yet, then you can cancel it. You can find your callout requests in your app by going to ‘More’ → ‘Callouts’ → ‘Requests’. You can cancel the requests in the ‘Pending’ tab, you can also see all your cancelled callout requests in the ‘Cancelled’ tab of the ‘Requests’ section.

Types of Callouts: Regular, short notice, & super short notice

  • Regular callouts – 24 hours or more before shift start time

A callout is considered a regular callout if you call out more than 24 hours before
a shift’s start time.

If you have 10 regular callouts you will be suspended from the app and will need
to talk to an ESHYFT representative to regain access. If you have legitimate excuses for your callouts then we will grant you access to the app by excusing some of your callouts. If your callouts are not excused and you reach the limit of 10 regular callouts, you may be suspended or terminated.

For regular callouts, you do not need to call ESHYFT to get the callout approved.
If your regular callout has a valid excuse, we recommend you reach out to ESHYFT and let us know the reason, so we can excuse the callout. Excused callouts do not count towards your callout rate or suspension.

  • Short notice callouts – between 2 hours and 24 hours before shift start time
A callout is considered short notice if you request the callout and it gets approved by an ESHYFT admin between 2 hours and 24 hours before shift start time. If you have 5 short notice callouts you will be suspended from the app and will need to talk to an ESHYFT representative to regain access. If you have a legitimate excuse for your callout then we will grant you access to the app by excusing some of your callouts. If your callouts are not excused and you reach the limit of 5 short notice callouts, you may be suspended or terminated. Note: Short notice callouts that happen when a facility manager confirms a nurse close to shift start time (less than 24 hours before shift start time) do NOT count as short notice callouts, as they give little time for the nurse to prepare for a shift.
  • Super short notice callouts – less than 2 hours before shift start time

Super short notice callouts occur less than 2 hours before shift start time.

If you have 2 short notice callouts you will be suspended from the app and will need to talk to an ESHYFT representative to regain access. If you have a legitimate excuse for your callout then we will grant you access to the app by excusing some of your callouts. If your callouts are not excused and you reach the limit of 2 super short notice callouts, you may be suspended or terminated.

Note: Short notice callouts that happen when a facility manager confirms a nurse close to shift start time (less 24 hours before shift start time) do NOT count as short notice callouts, as they give little time for the nurse to prepare for a shift.

Callout rate

We are starting to track every nurse’s callout rate. Your callout rate is based on how many confirmed shifts you call out of which do not have a valid excuse, ie. are unexcused. If you have been confirmed for 100 shifts and you have 5 unexcused callouts, then your callout rate would be 5%.

If your callout rate is higher than 15% you will be allowed to apply to only 3 shifts at a time. If you want to apply to another shift you will need to first withdraw from an applied shift. Once your callout rate is below 15%, you will once again be able to apply to more shifts.

If you have a callout that should be excused but is appearing as unexcused, please contact ESHYFT by emailing support@eshyft.com or calling our callout number 1-800-949-5188.

Callout type


Definition


Does the nurse
require approval
from an ESHYFT rep
to complete callout?
# incidents
before
suspension

Excused or not?



What happens
post-suspension?


Regular callout More than 24 hours before shift start time No 10 If excused then not counted towards suspension. Nurse must have less than 10 to be unsuspended.
Short notice callout 2 hours - 24 hours before shift start time Yes 5 If excused then not counted towards suspension. Nurse must have less than 5 to be unsuspended.
Super short notice callout Less than 2 hours before shift start time Until the shift’s end time. A nurse’s request can be approved up until the shift end time. Yes 2 If excused then not counted towards suspension. Nurse must have less than 2 to be unsuspended.
NCNS No call no show N/A 1 If excused then not counted towards suspension. Nurse must have less than 1to be unsuspended.

When creating this policy our team tried our best to balance nurses’ feedback with the feedback of facility managers, to create something is fair for both. If you have any suggestions or feedback on improving our policy, please let us know by emailing product@eshyft.com