No-Call/No-Show’s
A No-Call/No-Show is when a Vet or Tech doesn’t show up for a confirmed shift without letting anyone at your hospital or Roo know ahead of time. Roo has a zero-tolerance approach to our No-Call/No-Show policy with exceptions for medical emergencies and unforeseen circumstances only.
What to do when a vet or tech is a no-call/no-show
If a Vet or Tech didn’t appear for a confirmed shift and didn’t make any attempt to contact your hospital by phone, email, or Roo messaging, this qualifies as a No-Call/No-Show.
If a Roo Vet or Tech doesn’t show up for a confirmed shift without letting you know, please let us know right away via phone at 📲 833-ROO-VETS (766-8387), 💬 chat, or this link, and we’ll help you find a solution immediately.
What happens next?
🚨 We’ll try to contact the Vet or Tech ASAP
If we can’t reach them, we’ll try to find you a replacement using:
- 📱 Roo SOS urgent shift alerts
- 💸 Boosted pricing at no extra cost to you
If we can’t find a replacement, don’t worry — you’ll receive a full refund for the shift.
We know this situation is frustrating, and we’ll do everything we can to get your hospital covered fast!
How to report a No-Call/No-Show
You may report a Vet or Tech as a No-Call/No-Show from the Manage Shifts page or from the post-shift review pop-up two hours after the shift start time and up to 14 days after the shift date.
- In the post-shift review that is enabled following the shift’s end time, select “Shift not worked” and then No-Called/No-Showed under “Why didn’t this shift happen?”
- This review pop-up can be triggered at any time from the Review area on the Home page or by finding the specific Shift on the Shifts page and clicking the shift’s line to open the Shift Details panel and then clicking Review
- Verify that they did not attempt to contact your hospital before the shift and click “Submit”.
What happens when I mark a Vet or Tech as a No-Call/No-Show?
When you report a Vet or Tech as a No-Call/No-Show they will be automatically suspended from requesting new shifts and will enter an appeal window where they will have seven business days to appeal their suspension.
If they choose not to appeal their suspension or if their appeal is unsuccessful, they will be permanently blocked from Roo.
What happens if the Vet or Tech has a scheduled shift after a No-Call/No-Show?
Vets and Techs will still be expected to attend any upcoming confirmed shifts following a reported No-Call/No-Show. If they cancel a confirmed shift at your hospital, we’ll do our best to find you coverage, and you’ll receive a full refund if we’re unable to.
If you have any other questions or would like further support, feel free to let us know!