Workers

Restrictions and Incidents

Stop a worker being booked at a site or a whole client (do not rehire, suspended), add conditions, lift them with a reason, and keep a record of incidents.

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Before You Start Restriction Types Add a Restriction What a Restriction Does Lift a Restriction Log an Incident Where Records Go Limits Troubleshooting Related Guides

Before You Start

Who can do this, and where.

Before you start

  • Agency console: the Coordinator preset, the Admin access level or a super admin.
  • Client dashboard: the Manager role (tenant_manager) or Admin role (tenant_admin). Your restrictions and incidents only cover your own workers.
  • The worker must belong to the client you restrict them at.

Restrictions: Agency console: Workforce > Restrictions. Client dashboard: Workforce > Restrictions.

Incidents: Agency console: Workforce > Incidents. Client dashboard: Workforce > Incidents.

Restriction Types

Three kinds.

Type on the Restrictions page Shown in the shift picker as Effect
Do Not Rehire (DNR) Do not return (this site or this client) Blocked. The worker cannot be booked or offered shifts there.
Suspended Suspended Blocked for the dates the suspension covers.
Conditional Conditional A warning only. The worker can still be booked; the coordinator sees the reason first.

Add a Restriction

Workforce, Restrictions.

Open the form

Click Add Restriction.

Choose who and where

In the agency console, choose the Client first. Then the Worker. Under Location, leave All locations to cover every site of the client, or pick one site.

Choose the type and reason

Pick the Restriction Type and write the Reason. Both are required.

Set the dates

Set Effective From. Leave Effective To blank for no end date, or set an end date for a suspension.

Save

Click Add Restriction. If the worker already has bookings in that period, the message lists them. They stay booked: reassign them on Schedule > Shifts.

What a Restriction Does

From the moment it is saved.

In the shift picker on the Shifts board, a DNR or suspended worker shows Not eligible with the reason.
Find cover and cover offers leave them out, and generating shifts from a pattern skips them.
A client-wide restriction (All locations) blocks every site of that client.
A conditional restriction shows as a warning (Check) in the picker.
An agency user who can override (Admin, super admin or Coordinator) can still book a blocked worker by giving a reason, which is audited. In the client dashboard the Admin role can override, and the client dashboard can see and lift every restriction on its own workers, including ones the agency added. There is no agency-only restriction on screen.

Lift a Restriction

With a reason, kept in history.

Find it

Under Active Restrictions, find the row. In the agency console you can filter by client.

Lift it

Click Lift Restriction, write the Reason for Lifting and click Lift Restriction again.

What happens next: the worker can be booked straight away. The record moves to History (Lifted Restrictions) with who lifted it, when and why.

Log an Incident

Workforce, Incidents.

Open the form

Click Log Incident.

Who and where

In the agency console choose the Client. Choose the Worker and, if it applies, the Location.

What happened

Pick the Incident Type (Lateness, Conduct, Safety, Performance, No Show, Absence or Other) and the Severity (Low, Medium or High). Set the Incident Date and write the Description. Add any Follow-Up Action.

Save

Click Log Incident. Filter the list by client, type or severity. Delete removes a record made in error.

Important

Logging an incident does not restrict the worker. If they should not come back, add a restriction as well.

Where Records Go

Reliability, privacy and retention.

Incidents lower the worker's reliability score (Low counts 1, Medium 3, High 7). A High incident in the last 14 days raises a risk flag. See Worker Reliability Scores.
Both are included in the worker's subject access export (incidents.csv and restrictions.csv).
When a worker is anonymised, the incident descriptions, follow-up actions and restriction reasons are wiped.
Retention is opt-in: under Setup > Data retention, "Incidents and restrictions" deletes old incidents and ended restrictions only once a period is set and a super admin sets the sweep mode to Live. Until then the sweep only reports. A restriction still in force is never deleted.

Limits

Stated plainly.

A restriction stops booking, not clocking. A restricted worker who turns up can still clock in at the kiosk.
Adding a restriction does not cancel bookings already made. Reassign them yourself.
Restrictions are set per client (or one site of it). The agency console page always asks for a client.
A restriction the agency adds for a client can be seen and lifted in that client's dashboard.
The Visible to client box on an incident is saved with it, but the client dashboard's Incidents page lists every incident for that client's workers today.

Troubleshooting

Common problems.

Problem What to do
"Please fill in all required fields." Client (agency console), worker, type, reason and Effective From are all required. The worker must belong to the client you chose.
"A reason is required to lift a restriction." Write the reason for lifting.
A restricted worker still has shifts Restrictions do not cancel bookings. Unassign them on the Shifts board.
A coordinator's day (agency console)
Getting started in the client dashboard
Building the Week on the Shifts Board
Worker Reliability Scores
Managing Workers
Subject access exports
Previous Dormant (Off-season) Workers Next Worker Reliability Scores
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