How to off-board a worker and bring them back

When a worker leaves your agency, they are now Off-boarded. It is the one word for a worker who has left, and it replaces Resigned and Archived. Off-boarding takes the worker off future shifts, cancels their approved leave from the date you choose, and removes your agency from their Worker Mobile App.

Off-boarding never changes the worker's National Insurance number or email address. If they come back, you bring them back to the same profile, with the same worker ID, rather than setting them up again.

How you off-board a worker depends on their status:

Active worker (working for your own clients): you off-board them yourself, today or from a date.
Approved worker (verified by Care Hires): you ask Care Hires to off-board them.
Suspended, Denied or Approved Inactive worker (AA Pro only): you can archive them, which is recorded as an off-board by your agency.

Before you begin

You need permission to use the worker's three-dot menu. This is the same permission you use for other status changes today.
Decide on the off-board date. It is the first day the worker can no longer be booked. Anything they have already worked or submitted after that date will stop the off-board, so check their recent shifts and timesheets first.
Have the reason to hand. You need to pick a reason, and you can add a short description of up to 100 characters.

Please note: From the off-board date, the worker is taken off their allocated jobs and approved leave is cancelled. Any changes to the profile still waiting for Care Hires review are rejected.

Off-boarding an Active worker

Open the worker's profile.
Select the three-dot menu beside the status, then select Off-board Worker.
Details: choose a reason, add a description if you want to (up to 100 characters), and set the Off-board From date.
Conflicts Review: check the worker's job allocations, approved leave and timesheets from that date, including Care Hires marketplace shifts.
Confirmation: read the summary of what will happen, for example "The worker will be removed from 2 allocated jobs", "1 leave request will be cancelled" and "Worker status will be updated to off-boarded".
Confirm to off-board the worker.

If the worker has profile changes still waiting for Care Hires review, the confirmation lists them and says "These changes are waiting for CareHires review. If you off-board this worker, they will be rejected."

If the off-board is blocked

A completed job, a worked shift or a submitted timesheet from the off-board date onwards stops the off-board. The window says "Unfortunately you cannot off-board this worker."

Change the Off-board From date to the day after the worker's last worked shift, or contact bookings if the shift should not be there.

Off-boarding on a future date

If you set an Off-board From date in the future, the worker stays Active until that day and can still be booked up to it. A blue clock appears before their status. Hover over it, or click or tap it, to see "Scheduled to be off-boarded on DD/MM/YYYY by [name]".

On the day, the off-board happens automatically, with the same result as off-boarding today.

While an off-board is scheduled, Off-board Worker and Deactivate Profile are both hidden from the three-dot menu. The same is true the other way round: while a deactivation is scheduled, you cannot schedule an off-board.

Tip: Use a future date when you know a worker's notice period. They stay bookable until their last day, and you do not have to remember to come back and off-board them.

Asking Care Hires to off-board an Approved worker

You cannot off-board a Care Hires verified Approved worker yourself. Instead, you send Care Hires a request.

Open the worker's profile.
Select the three-dot menu, then select Request Off-board.
The window says "Ask CareHires to off-board [worker name]. The worker stays as they are until CareHires approves the request."
Choose a reason. If you choose Other, add a description.
Send the request.

An amber sign appears before the worker's status. Hover over it to see "Off-board requested. Awaiting CareHires admin approval."

If Care Hires approves the request, the worker is off-boarded by Care Hires and you are sent an email.
If Care Hires rejects it, the worker stays Approved.

Only one request can be open at a time. If you try to send another, you will see "This worker already has a request waiting for CareHires".

Archiving a Suspended, Denied or Approved Inactive worker (AA Pro)

AA Pro agencies can use Archive Profile in the three-dot menu on a Suspended, Denied or Approved Inactive worker. This is now recorded as an off-board by your agency, with the same effect on the worker's mobile app access and on changes waiting for review.

Unlike Off-board Worker, archiving does not check or release the worker's jobs and leave. Check these yourself before you archive.

AA Free agencies no longer see Archive Profile.

What happens when a worker is off-boarded

The status becomes Off-boarded. The pill is dark if your agency off-boarded the worker, and grey if Care Hires did.
The worker loses Worker Mobile App access for your agency. In their app, your agency is greyed out as "Off-boarded". Their login keeps working for any other agency they work with, and is only removed when nothing else uses it.
Their National Insurance number and email address stay exactly as they were.
They are taken off jobs from the off-board date. This includes allocated jobs and Care Hires marketplace shifts. They cannot apply for, or be allocated to, a job on or after that date, and they no longer appear in the lists of workers to allocate.
Approved leave from the off-board date is cancelled. The worker is hidden from the worker picker on the leave screens, and new leave, allowance changes and budgets are blocked for them.
Changes waiting for Care Hires review are rejected, and the audit log records why.
The profile becomes read-only. This covers documents, training, emergency contacts, vaccinations, references, work schedule and cost settings.
You can no longer send the HMRC Starter Checklist or the medical questionnaire to the worker.
Bid4Care worker lists and counts leave them out.

Seeing why a worker was off-boarded

Open the worker's profile.
Select the three-dot menu, then select Reason for Off-boarding.
The Worker Off-boarded window shows the reason and description.

This works whether your agency or Care Hires off-boarded the worker.

Bringing a worker back

A worker your agency off-boarded

Open the worker's profile.
Select the three-dot menu, then select Activate Worker.
Follow the activation steps.

The worker keeps the same worker ID, National Insurance number and email address. To give them Worker Mobile App access again, invite them again. They sign in with their existing login, with no new password.

A worker Care Hires off-boarded

Only Care Hires can bring this worker back. Your three-dot menu shows Reason for Off-boarding only. Contact our Support Team, and Care Hires will move the worker to Denied. You can then resubmit the profile for review or, on AA Pro, activate the worker for your own clients.

Good habits worth adopting

Off-board on the day you know, not the day they leave. Set a future date as soon as you have it, so nothing gets booked past their last shift.
Check timesheets before you pick a date. A submitted timesheet after the date blocks the off-board, so pick the day after their last worked shift.
Always give a reason. It is shown to anyone who opens Reason for Off-boarding later, including you, months from now, when the worker asks to come back.
Do not suspend a worker who is leaving. Suspended is now only for compliance or conduct. A leaver is off-boarded.

If something looks wrong

"Unfortunately you cannot off-board this worker." The worker has a completed job, worked shift or submitted timesheet from the off-board date onwards. Move the date later, or contact bookings if the shift is wrong.

Off-board Worker is missing from the menu. Check the worker's status. You can only off-board an Active worker yourself. For an Approved worker, use Request Off-board. If the worker is Active, check for a blue clock: an off-board or deactivation may already be scheduled.

Request Off-board says a request is already waiting. Only one request can be open at a time. Wait for Care Hires to approve or reject it.

A returning worker cannot sign in to the app. Invite them to the Worker Mobile App again after you activate them. They use their existing login.

You want back a worker Care Hires off-boarded. Contact our Support Team.

If something still does not look right, contact our Support Team.