No-Call/No-Show’s
A No-Call/No-Show is defined as not showing up for a confirmed shift without letting anyone at the hospital or Roo know ahead of time. Roo has a zero-tolerance policy for No-Call/No-Shows as they leave hospitals shorthanded, disrupting patient care and daily operations.
If you’re reported as a No-Call/No-Show, you’ll be suspended from requesting new shifts and will have five business days to appeal your suspension. If your appeal is approved, you’ll retain full access to your Roo account and will be able to request new shifts.
How a No-Call/No-Show is reported
A hospital can report a No-Call/No-show for a Vet who didn’t show up for a scheduled shift two hours after the shift start time and up to 14 days after the shift date. They will need to confirm that no attempt at communication was made to the hospital prior to the shift start time.
What happens if a hospital reports me as a No-Call/No-Show
When a hospital reports you as a No-Call/No-Show, you’ll be temporarily suspended from requesting new shifts during the appeal window. You will still have access to the rest of your Roo account during this time.
If you choose not to appeal your No-Call/No-Show suspension, or if don’t appeal your suspension in time, you will be permanently blocked from requesting new shifts on Roo.
Attending your upcoming shifts following a No-Call/No-Show
Following a reported No-Call/No-Show, you will be expected to attend any upcoming confirmed shifts if you’re able to, unless notified otherwise by our Customer Support team.
If you need to cancel an upcoming confirmed shift during this time, you can do so on your Schedule page in your account through our regular shift cancellation process.
Reminder: Cancelling three shifts in a 30-day window will result in an automatic suspension from requesting new shifts for 30 days as outlined in our Conduct Guidelines, even if your No-Call/No-Show appeal is approved.
Appealing a No-Call/No-Show
- Log into your Roo account and click Appeal Suspension in the banner or pop-up on your screen
- Select the Reason of absence from the dropdown menu
- Choose from: medical emergency (self), family emergency (death, dependent hospitalization), uncontrollable event (weather, flight cancellation, strike), planned extended leave, or personal oversight
- Upload a file of supporting Documentation
- Examples of valid documentation are doctor’s notes, funeral programs, flight cancellation emails, time-stamped photo evidence of uncontrollable event (weather, strike, broken down car), or local National Weather service alerts. Additional extenuating circumstances may be considered at the discretion of our Customer Support team.
- Provide a short Explanation and click Submit
- Allow up to two business days for our Customer Support team to review
Customer Support review for No-Call/No-Show’s
You will have five business days to submit documentation and appeal your suspension after a reported No-Call/No-Show. Our Customer Support team will thoroughly review your appeal and will notify you of the outcome within two business days after you have submitted.
After our Customer Support team reviews your No-Call/No-Show appeal, which includes a reason, documentation, and an explanation (among other good-standing factors), your appeal will either be approved or unsuccessful.
If your appeal is approved
Your suspension from requesting new shifts will be lifted, and you will regain full access to your Roo account.
If your appeal is unsuccessful
You will be permanently blocked from the Roo platform and will not be able to view or request shifts. You will still be able to access your Earnings and Account pages. You may reach out to Customer Service to see if there is a possibility in reinstating your account.