Understanding worker profile statuses
Find out what each worker status means, what you can do next from each one, and how to read the signs at the top of a worker's profile.
Every worker profile in Agency Accelerator has one status at a time. The status tells you where the worker is in their journey, from being set up, through Care Hires review, to working for your clients, and eventually leaving. It also decides what you can do with the profile next.
Knowing the statuses saves a lot of guesswork. A worker you cannot book, a menu option that has disappeared or a profile you cannot edit is almost always explained by the status.
Before you begin
- Statuses are shown next to the worker's name at the top of their profile, and in the status filter on your worker list.
- Your options live in the three-dot menu beside the status. To use it, you need the same permission that opens a worker's three-dot menu today.
- Some options depend on your plan. Where AA Free and AA Pro agencies can do different things, this article says so.
The two halves of the journey
It helps to think of the statuses in two groups.
Care Hires review and compliance. Draft, Completed, Submitted for Review, Resubmitted, Denied, Approved, Approved Inactive and Suspended. These are about getting a worker verified by Care Hires so they can take Care Hires jobs, and keeping them compliant once they are.
Your own direct work, and exits. Active, Deactivated and Off-boarded. These are about a worker you are using for your own clients (an off-panel worker, not verified by Care Hires), and about workers who have stopped working or left.
What each status means
Setting up
Draft. A new profile that is still being set up, for example after Quick Add or Bulk Upload. You can save it with gaps while you collect the rest of the details. From here you complete the profile, or activate the worker for direct work with Complete Worker Setup.
Completed. The profile is set up but has not been sent to Care Hires. You submit it for review when you are ready. AA Pro agencies can also activate the worker for direct work. A worker in Completed cannot be booked.
Care Hires review
Submitted for Review. The profile is waiting for Care Hires to verify it. Care Hires approves or denies it. You can withdraw it with Withdraw Request, and AA Pro agencies can activate the worker for direct work.
Resubmitted. The profile has been sent back to Care Hires after a denial. It works the same way as Submitted for Review.
Denied. Care Hires could not verify the profile. The reason is in the three-dot menu. Fix what is needed and resubmit the profile. AA Pro agencies can also activate, deactivate or archive the worker.
Verified by Care Hires
Approved. The profile has been verified by Care Hires and meets its compliance requirements. Care Hires can suspend or off-board the worker. You can ask Care Hires for a suspension or an off-board. An expired document, certificate or student timetable moves an Approved worker back to Denied until it is updated.
Approved Inactive. The worker was approved by Care Hires but has not taken any work since. It works the same way as Approved, and AA Pro agencies can also deactivate or archive the worker.
Suspended. Care Hires has paused the worker for a compliance or conduct reason. Care Hires reactivates or off-boards the worker. AA Pro agencies can activate, deactivate or archive them.
Direct work and exits
Active. The worker is working for your own clients. They are an off-panel worker, not verified by Care Hires. You can deactivate or off-board them, or send them to Care Hires for review.
Deactivated. You have paused the worker, either straight away or from a date. The profile is read-only in every section. Activate the worker again when you are ready to use them. An off-panel worker who has been suspended is also shown as Deactivated.
Off-boarded. The worker has left. The profile is read-only and the worker no longer has Worker Mobile App access for your agency. Their National Insurance number and email address are unchanged. The colour of the status pill shows who off-boarded them: dark if your agency did, grey if Care Hires did. See How to off-board a worker and bring them back.
Please note: Suspended now only ever means a compliance or conduct pause. A worker who leaves your agency, or moves to another agency, is Off-boarded, never suspended.
Who can do what
| Action | AA Free | AA Pro |
| Off-board an Active worker, today or from a date | Yes | Yes |
| Ask Care Hires to off-board a Care Hires verified worker | Yes | Yes |
| Archive a Suspended, Denied or Approved Inactive worker (recorded as an off-board by your agency) | No | Yes |
| Bring back a worker your agency off-boarded | Yes | Yes |
| Bring back a worker Care Hires off-boarded | No, contact Care Hires | No, contact Care Hires |
| Activate a worker for direct work from Completed, Submitted for Review, Resubmitted, Denied or Suspended | No | Yes |
| See why a worker was off-boarded or deactivated | Yes | Yes |
Seeing why a worker was off-boarded or deactivated
Even when a profile is read-only, the reason is always available.
- Open the worker's profile.
- Select the three-dot menu beside the status.
- Select Reason for Off-boarding or Reason for Deactivation.
For an off-boarded worker, a Worker Off-boarded window opens with the reason and description.
Reading the signs at the top of a profile
Notices about a worker used to stack up as banners under their name. They now sit behind small signs at the top of the profile, so the page stays tidy. Hover over a sign, or click or tap it, to open a Profile status panel with the details.
| Sign | Where | What it means |
| Red sign | In the compliance box | The worker has compliance issues. The panel includes a View compliance button. |
| Amber sign | Before the status | A request is waiting for Care Hires, such as a suspension, withdrawal or off-board request. |
| Blue clock | Before the status | Something is scheduled, such as an off-boarding date. |
The worker's name, status, compliance box and three-dot menu stay exactly where they were.
Tip: If a worker's profile looks unusually quiet, check the header for signs before assuming nothing is going on. A scheduled off-board or a pending request is easy to miss if you are used to looking for a banner.
Finding workers by status
The status filter on your worker list includes every status above. Off-boarded replaces Resigned and Archived in the filter, in your worker list, on the overview chart and on the leave screens. Workers who were previously Resigned or Archived have been moved to Off-boarded automatically, and each profile still records whether your agency or Care Hires did it. You do not need to fix anything by hand.
Good habits worth adopting
- Use Off-boarded for every leaver. It is the one word for a worker who has left, and it keeps your worker list and reporting accurate.
- Read the reason before you act on a Denied profile. The reason in the three-dot menu tells you exactly what Care Hires needs, which saves a second round of review.
- Watch for expiring documents on Approved workers. An expired document, certificate or student timetable moves the worker to Denied, which takes them off Care Hires work until it is updated.
- Keep Deactivated for short pauses. If a worker is not coming back, off-board them instead, so their future shifts and leave are dealt with properly.
If something looks wrong
You cannot find an option in the three-dot menu. The options depend on the worker's status and your plan. Check the tables above. If the option should be there, check you have permission to use the three-dot menu.
You cannot edit a profile. Off-boarded and Deactivated profiles are read-only. Bring the worker back, or activate them, first.
A worker shows as Off-boarded by Care Hires and you want them back. Only Care Hires can bring them back. Contact our Support Team.
A worker was previously Resigned or Archived. They now show as Off-boarded. This is expected.
If something still does not look right, contact our Support Team.