3-Strike Policy

Mobility’s 3-Strike and No-Show Policy

Support workers play a vital role in delivering essential services to care recipients. They not only assist with day-to-day activities but also provide emotional support and companionship, helping recipients maintain their independence and quality of life.

Late cancellations or no-shows for a scheduled work shift can have severe consequences for recipients. These individuals often rely on a carefully planned routine and any disruption to this routine can lead to increased stress, anxiety, and a decline in overall wellbeing.

Given the critical role that support workers play in the lives of care recipients, it is crucial to ensure reliable and consistent care.

Minimising cancellations and no-shows are essential to safeguard the wellbeing and quality of life of those who rely on care services.

As such, Mobility has developed a 3-Strikes Policy to address this concern.

What is the 3-Strike Policy?

You will receive a written warning (SMS or email) if you cancel a shift within 24 hours of the start time (‘late cancellation’), without providing a reasonable excuse or proper notification.

Unreasonable late cancellations will also be documented on your account and can affect your ability to pick up future shifts if reliability becomes a concern.

We understand that sometimes situations arise out of your control, and so if you believe your cancellation reason is appropriate, you may provide us with evidence such as a doctor’s note, photographs of the situation, or a signed statutory declaration. The strike may be removed if this evidence is given.

Please email us at support@mobility.com.au to supply the evidence or reply to the written warning received.

Should you accumulate 3-strikes within six months, your account will be placed on hold and reviewed by the committee, who will contact you regarding your outcome. Strikes will be removed if they are more than six months old.

If the committee decides the 3-strikes are appropriate, it will result in the deactivation of your account with Mobility.

We consider this step necessary to maintain quality of service and meet the expectations of our clients; please note this decision is often final.

What if I need to cancel my shift within 24 hours of the start time?

If you need to cancel your shift within 24 hours of start time, please contact Mobility as soon as possible by phoning our support line. You must have a valid reason for the late cancellation.

What is the No-Show Policy?

When you fail to clock in for a scheduled service, the shift will be classed as a ‘No-Show’.

It is important to let Mobility know of any cancellations before the start time to avoid this, either by cancelling the support in the app or calling us if within 24 hours of the start time.

Due to safety concerns, workers who have No-Showed to a booked-in support will have their accounts reviewed immediately by our committee.

You are expected to continue with any booked shifts and the committee will reach out to you within seven days with an outcome.

Should you receive an outcome email from the committee, please note this decision is final.

If you have attended the service and are having issues with clocking in, please contact us ASAP to avoid unnecessary escalation.

Please note that No Shows are considered separate to our 3-strike policy and depending on the circumstances, your account may be deactivated on the first occasion. If the No-Show is deemed suitable (error in booking, client was aware), then you will not receive a strike on your profile either.

How do I avoid receiving strikes on my account?

  • Do not apply for any jobs unless you have read the requirements carefully – this includes the shift duration and the location.
  • Contact Mobility by phone to clarify any details of the shift as soon as possible.
  • Give adequate notice for cancellations to ensure replacement services can be arranged.

It is important to emphasise that we value your contributions as a support worker, and we understand that unforeseen circumstances can sometimes arise.

We encourage open communication and urge you to inform Mobility as soon as possible in the event of any issues or emergencies that may prevent you from fulfilling your scheduled shifts.

If you have any questions or require clarification on any aspect of this policy, please do not hesitate to contact us.

We are here to support you and work together to ensure positive service delivery.