Quality Score Review Process

Overview

The Quality Score Review Process allows individuals to dispute a quality score under specific conditions. Not all reasons for releasing a shift are eligible for review. Only designated “reviewable reasons” qualify for dispute.

Reviewable Reasons

A quality score may be disputed only if the shift was released due to one of the following reasons:

1. Verified personal safety incident (e.g., violence, abuse, assault, or related harm)
2. Immediate family bereavement
3. Medical emergency: you or your dependent
4. Verified Car accident ( with a police report)

Any reasons outside of those listed above are considered non-reviewable and are not eligible for dispute.  While missing a shift can temporarily decrease your score, completing the next shift as scheduled on time will help improve it. This system ensures fairness and gives you a chance to bounce back quickly. 

Submission Process

If your reason qualifies for review, you must submit a review request along with supporting documentation.

Steps:

1. Prepare Documentation
   • Provide any relevant supporting documents.
   • Ensure all documentation clearly includes the date(s) in question.
2. Submit via Email
   • Send your request and documentation to:
     [e-mail]
3. Confidentiality Guidelines
   • Do not include sensitive personal or medical details.
   • Only provide information necessary to support your claim.

• You must submit your request within 24 hours. After submission, the People and Culture team will evaluate your request and respond with the outcome after review