Emergencies happen from time to time.

Sometimes your car breaks down, your little one doesn’t feel well, or something urgent comes up forcing you to call out of a shift.

We understand emergencies happen, but when callouts happen repeatedly, they become a problem. When you call out of a shift, it’s hard for a facility to find staff in time to replace you, especially when that callout is close to a shift start time. It also means that other aides and nurses who could have worked that shift missed out on the opportunity.

When creating a callout policy we spoke with many nurses and facilities to create a policy that is fair and flexible. We hope you feel the same 💙

A callout happens when:

Callouts can be ‘excused’ by an ESHYFT Admin. Excused callouts will not count toward your callout rate or a suspension.
​For more information on suspensions, please see What is ESHYFT's suspension policy?

To excuse a callout, you’ll need to contact ESHYFT directly. You can contact ESHYFT by chat, email [email protected] or calling us at 1-800-949-5188.

An ESHYFT representative will then review your account and advise if your callout can be excused or not.

​These factors will be taken into consideration when reviewing your account:

After reviewing your account, we may excuse the callout, ask for documentation, or advise that no more callouts can be excused.
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To see your requested and approved callouts, tap the setting icon on the top right of your screen. Click the 'callouts' section in your Profile tab. You can see all callouts, as well as requested and approved ones in the relevant tabs.

If your callout is not approved by an ESHYFT Admin and you do not show up for your shift, a No Call No Show (NCNS) will show on your record.

When a callout is done within 24 hours of a shift, you will have a short window of time when you can cancel the callout request. If the callout was already processed, you can contact us if you would like to rebook the shift.

​How to cancel a requested callout:

You can find your callout requests in your ESHYFT Nurse App by:

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 unexcused Callouts you will be suspended from the ESHYFT for Nurses App and will need to talk to a member of the ESHYFT team to see if a callout can be excused.
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A callout made at least 7 days in advance may be excused, as it provides the facility with ample time to fill the shift again.

A callout is considered short notice if you request the callout and it gets approved by an ESHYFT Admin between 2 - 24 hours before shift start time.
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If you have 5 Short Notice unexcused Callouts you will be suspended from the ESHYFT for Nurses App and will need to talk to a member of the ESHYFT team to see if a callout can be excused.

Super Short Notice Callouts occur less than 2 hours before shift start time. If you have 2 Short Notice unexcused Callouts you will be suspended from the ESHYFT for Nurses App and will need to talk to a member of the ESHYFT team to see if a callout can be excused.

Your Callout Rate is based on how many confirmed worked shifts you call out of which do not have a valid excuse/are unexcused.

For example, if you have 100 confirmed 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 chat, email support@eshyft.com or call 1-800-949-5188.
For information on suspensions, please see What is ESHYFT's suspension policy?