Why a worker moves to Denied when their documents expire

Until now, a worker whose paperwork had expired was marked as non compliant but stayed in an approved state. That created a grey area. The worker carried a warning, yet still appeared in your suggestion and allocation screens, so they could still be put forward for a shift.

From this release, an expired certificate or document moves the worker straight to Denied. They are removed from booking altogether until the paperwork is sorted out. The practical benefit is simple: anyone you can see as available to book is genuinely compliant, so you no longer need to check a second time before allocating.

What was happening before

• A document or certificate expired.
• The worker was flagged as approved but non compliant.
• Because the worker was still approved, they continued to appear in suggestion and allocation screens.
• Nothing stopped them being booked, which left the risk sitting with whoever was doing the allocating.

What happens now

• A document or certificate expires.
• The worker moves to Denied.
• They no longer appear anywhere you would book from. They will not show in eligible worker lists, they will not be suggested, and they cannot be allocated to a shift.
• Once the renewed paperwork is uploaded and the profile has been resubmitted and approved, the worker becomes bookable as normal.

The check runs at the end of each day, so a worker whose document expires today will be denied by the following morning rather than at the exact moment of expiry.

What triggers it

Three things are checked against each worker's profile:

• Expired documents. The most recent version of each document is checked, and any with an expiry date in the past is picked up.
• Expired certificates. The same applies to certificates held against the profile, including training certificates.
• Student visas without a valid term timetable. If a worker holds a student visa and there is no term timetable in place with a future expiry date, this is treated as expired, because without it the term time working limit cannot be applied.

This applies to workers who have been through Care Hires verification.

How you will know

You get warning well ahead of time, and a notice at the point it happens.

• Ahead of expiry. Every Thursday you receive an email listing every verified worker with a certificate or document expiring in the next 30 days, with a spreadsheet attached to work through. A worker should never reach Denied without appearing on that list first.
• At the point of denial. A denial notice is emailed to your agency covering the workers who have moved to Denied, so you know who has come out of the pool and why.
• On the profile. The worker's profile records the reason, which means you can see what has expired rather than having to work it out.

Workers receive their own weekly email listing the items on their profile that are coming up for expiry, so a renewal does not depend on the message being passed on.

If you are wondering why a worker you expected to see is missing from a suggestion list, their compliance status is the first thing worth checking.

Getting a worker bookable again

1. Open the worker's profile and check which document or certificate has expired.
2. Ask the worker for the current version and upload it to the profile.
3. Resubmit the profile.
4. Care Hires approves the resubmission and checks the new documents.
5. Once approved, the worker returns to an approved status and is bookable again.

This is the same route back that has always applied to a denied profile. The part that has changed is how the worker got there, not how they come back.

Because approval sits at the Care Hires end, allow time for it. A renewal uploaded on the day of a shift will not clear in time, which is the main reason to work from the weekly expiry email rather than waiting for the denial.

Where an item is not needed for the roles a worker covers

Sometimes a profile carries a certificate or document that is not required for the roles that worker actually covers. Rather than renewing something nobody needs, you can ask for it to be removed from the profile so it does not trigger a denial.

Removal requests are approved by Care Hires rather than applied instantly, so raise them as soon as you spot the item, ideally when it first appears on your weekly expiry list rather than in the last few days before it lapses.

Good to know

• Nothing is deleted. The worker's profile, history and records stay exactly as they were. Denied affects whether they can be booked, not whether they exist.
• This is not a penalty on the worker. It is a stop on booking until their paperwork is current.
• The best way to avoid disruption is to chase expiry dates before they arrive. A document renewed in advance means the worker never leaves your available pool.
• The change applies across both Agency Accelerator and the wider Care Hires platform, so a worker denied for expired paperwork is unavailable to everyone, not just to you.

If a worker has been denied and you are not clear which item caused it, get in touch with the Care Hires support team with the worker's name.