Calling out of a shift can leave hospitals without a Vet, which can throw a wrench in their day and affect client relationships.
If you need to call out, pretty please do it as early as possible. This helps hospitals find replacement coverage and keeps everything running smoothly for you and the pets who need care.
Frequent Callouts
If you need to call out of a confirmed shift, you may do so eight weeks or more before the shift start date without penalty.
For confirmed shifts that fall between 8 weeks and 7 days before the shift starts, two callouts in a rolling 30-day window are permitted. Three callouts in a rolling 30-day window will result in an automatic review for a 30-day suspension from requesting new shifts.
- If you’re suspended from requesting new shifts, you’ll still keep any confirmed shifts and should complete those to get paid as you normally would.
- If you’re suspended twice within a rolling 12 months, you’ll be permanently blocked from requesting new shifts.
- You’ll be able to see exactly how a callout affects your account before you submit.
Late callouts
If something comes up last-minute and you need to call out of a confirmed shift within 7 days of the start date, please call the hospital immediately to let them know and then call out of the shift directly in the platform. This ensures the hospital is informed as soon as possible, and the shift is automatically removed so we can try to find alternative coverage.
Late callouts create serious disruptions for hospitals. When you pickup a shift, you’re committing to being there, so please only request shifts you can confidently fulfill. Multiple last-minute callouts will result in a permanent block from requesting Roo shifts.
Late callouts have the biggest impact on hospitals, which leads to stricter consequences:
- 1st late callout: one-time warning
- 2nd late callout: there is a once-a-year exception for accounts in good standing. After that, or if your account is not in good standing, this will lead to a 30-day suspension from requesting new shifts.
- Accounts in good standing take positive reviews, previous callout history, and No-Call/No-Show history into consideration.
- Users who have completed a high-volume of shifts in the past 90 days will be manually reviewed by our Customer Support team prior to any penalties.
- 3rd late callout: your Roo account will be suspended and may be permanently blocked from requesting new shifts
How do I call out of a shift if I can’t make it?
If you need to call out of a shift, you may do so directly in the Roo mobile app or desktop platform. Simply click on the shift in your Schedule page, and click “Call Out”. Please be sure to review Roo’s Callout Guidelines before continuing.
- To call out of a shift, select your “Callout reason” from the dropdown menu
- Reasons include being hired permanently, accidentally requested the shift, schedule changes, and personal emergency
- Enter a message explaining the reason for your callout. This message will be sent directly to the hospital.
- You’ll be notified exactly how this callout will affect your account. Please review this information before submitting.
- Click “Call Out”.
Once submitted, you’ll be automatically removed from the shift and the hospital will be notified.
- Weather-related callouts: please do not cancel through the app. Instead, contact the hospital directly and reach out to Roo Support so we can verify conditions and assist with the shift removal.
- Relief-to-Hire: if you’ve been hired part-time or full-time at a hospital you met through Roo, please contact us directly so we can verify and help cancel any remaining shifts.
Please review our terms of service for more details.
Calling out due to extreme weather
If you need to call out of a shift due to extreme weather, please do not use the Roo platform to call out like you normally would. Instead, reach out to the hospital directly as soon as possible so they’re aware you won’t make it.
Afterwards, please contact Roo and let us know so we can hop in to help. Weather is something none of us can control, and above all, we want you to stay safe. Therefore, you won’t be penalized if you need to call out a shift due to extreme weather.
As always, we’re here to help manage any cancellations and help foster great experiences for both you and the hospital. If you have any questions about our Conduct Guidelines or run into any issues submitting a callout in the platform, please reach out to our customer support team.
Our full cancellation policies can be found here.