Call-Off
When a scheduled caregiver notifies the agency that they cannot work their assigned shift, typically with some advance notice. Call-offs trigger the open shift backfill process.
Also known as: call-off · cancellation · caregiver cancellation · shift cancellation
A call-off occurs when a caregiver who has been assigned to a shift cancels before the shift begins. The amount of notice varies: a same-day call-off is more disruptive than one given 48 hours in advance.
Call-offs are a primary source of open shifts and are tracked as a caregiver reliability metric. Excessive call-offs by a caregiver may trigger a performance conversation or affect their scheduling priority.
Differentiated from a no-show: a call-off means the caregiver communicated the cancellation; a no-show means they did not.
In home care, this means…
Tracked by the scheduler in real time. High call-off rates for a specific caregiver are a retention and reliability signal.
Related terms
Open Shift →
A scheduled shift that does not yet have a confirmed caregiver assignment. Open shifts represent both a scheduling risk (potential revenue loss) and an urgent operational task for the scheduler.
No-Show →
When a scheduled caregiver fails to appear for their shift without prior notice. No-shows are more disruptive than call-offs and may put vulnerable clients at risk if not caught quickly.
Shift →
A single scheduled work assignment: a specific date, time, client, caregiver, duration, and task list. The shift is the fundamental unit of service delivery and billing in home care.
Scheduler →
An office staff member responsible for assigning caregivers to shifts, managing open shifts, and handling real-time cancellations. Fill rate — the percentage of scheduled shifts that are covered — is the scheduler's core performance metric.
Caregiver →
A trained, non-medical care worker employed to deliver personal care, companionship, or homemaker services to clients in their home. The primary point of service delivery in home care.