{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

Agency Staff Allocation and Booking Policy

1. Purpose

The purpose of this policy is to establish clear, safe, and legally compliant procedures for the allocation and booking of temporary staff, including Registered Nurses (RNs) and Healthcare Assistants (HCAs), supplied by {{org_field_name}} to client organisations. This policy ensures that all bookings are coordinated efficiently, that client needs are met with qualified and suitable staff, and that temporary workers are deployed within their competencies while promoting the safety, well-being, and dignity of service users. The policy aligns with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Agency Workers Regulations 2010, the Employment Rights Act 1996, and the relevant expectations of the Care Quality Commission (CQC). The director(s) of {{org_field_name}} are responsible for overseeing the implementation, monitoring, and continuous improvement of this policy.

2. Scope

This policy applies to:

• All temporary workers engaged by {{org_field_name}}, including RNs, HCAs, and other health and social care staff on zero-hours contracts.
• The director(s) and administrative staff responsible for managing bookings and client relationships.
• All client organisations who request temporary staffing support from {{org_field_name}}.
• Circumstances where staff are requested on a short-term, emergency, or ongoing basis.

This policy covers:

• Booking requests from clients.
• Staff allocation.
• Confirmation of bookings.
• Management of changes, cancellations, and emergencies.
• Communication with clients and temporary workers.
• Record keeping and quality assurance.

3. Related Policies

• Recruitment Policy
• Temporary Staffing Handbook
• Pre-Employment Checks Policy (including DBS & References)
• Health and Safety Policy
• Lone Working Policy
• Complaints Policy
• Safeguarding Policy
• Staff Competency Framework Policy
• Employment Status Determination Policy

4. Legal and Regulatory Framework

This policy is informed by:

• The Health and Safety at Work etc. Act 1974​
• The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014​
• The Employment Rights Act 1996​
• The Agency Workers Regulations 2010​
• The Working Time Regulations 1998 (Amended 2005)​
• The Equality Act 2010
• The Data Protection Act 2018 (GDPR)

5. Principles of Staff Allocation and Booking

{{org_field_name}} is committed to:

• Allocating suitably skilled, qualified, and competent staff to every booking.
• Matching workers to client requirements safely and effectively.
• Ensuring fairness, transparency, and non-discrimination in staff allocation.
• Providing continuity of care wherever possible by considering staff familiarity with specific clients.
• Prioritising the safety and well-being of service users, clients, and staff during all allocations.

6. Booking Process Overview

6.1 Receipt of Booking Request

Client booking requests may be made via:

• Telephone.
• Email.
• Booking portal (if applicable).

All requests will be documented clearly and must include:

• Date(s) and shift times required.
• Role requested (e.g., RN, HCA).
• Specific client needs or service user profiles.
• Any special instructions or client-specific policies.

6.2 Booking Acceptance and Acknowledgement

The director(s) or delegated staff will:

• Confirm receipt of the booking request to the client.
• Clarify any missing information.
• Record the request securely in the booking system.

7. Staff Selection and Allocation

7.1 Staff Pool

{{org_field_name}} will maintain an up-to-date pool of available staff, ensuring:

• Only staff with current and valid pre-employment checks are eligible for booking.
• Staff competencies and preferences are recorded (e.g., experienced with dementia care, mental health, or palliative care).
• Workers have completed all mandatory training and induction.

7.2 Matching Staff to Assignments

The director(s) will allocate staff based on:

• The skills, qualifications, and experience required for the specific role.
• The staff member’s declared preferences (where possible).
• Previous experience of the staff member with the client.
• Staff availability and working time regulation compliance.
• Worker wellbeing, including avoiding excessive hours and considering travel arrangements.

Priority will always be given to ensuring that:

• The allocated worker is competent and safe to perform the required duties.
• The service user’s needs are met.
• Clients receive timely confirmation of bookings.

7.3 Agency Workers Regulations Compliance

Where a temporary worker has completed 12 continuous weeks with the same client in the same role, the director(s) will:

• Ensure that parity of pay and basic terms, in line with the Agency Workers Regulations 2010, is applied.
• Record and monitor qualifying periods for all workers.

8. Booking Confirmation Process

Once a suitable worker has been identified:

• The director(s) will issue a booking confirmation to both the client and the temporary worker.
• The booking confirmation will include the client name, location, date, shift times, assignment type, and any client-specific information.
• Workers will be asked to confirm acceptance of the booking.
• Any agreed travel arrangements will be documented.

9. Shift Changes, Cancellations, and Emergencies

9.1 Staff-Initiated Cancellations

Temporary workers must:

• Notify the director(s) immediately if they are unable to attend an allocated shift.
• Provide as much notice as possible.
• Cooperate with efforts to rearrange or reallocate shifts.

The director(s) will:

• Attempt to provide suitable cover to the client without delay.
• Notify the client immediately of changes.

9.2 Client-Initiated Cancellations

Clients may:

• Cancel shifts subject to the notice period outlined in the service agreement.
• Be liable for cancellation fees if applicable.

The director(s) will:

• Notify affected staff promptly.
• Offer alternative work where available.

9.3 Emergency Situations

In cases of:

• Sudden staff illness.
• Severe weather.
• Other unforeseen emergencies.

The director(s) will:

• Prioritise client and service user safety.
• Reallocate staff where possible.
• Maintain clear communication with clients and workers throughout.

10. Communication and Support

The director(s) will:

• Act as the main point of contact for clients and staff regarding bookings.
• Provide out-of-hours contact (where agreed).
• Offer guidance to workers about assignment expectations.
• Liaise with clients regarding concerns, changes, or feedback related to bookings.

Temporary workers are expected to:

• Confirm shifts promptly.
• Comply with the client’s operational requirements and shift instructions.
• Communicate issues clearly and promptly to {{org_field_name}}.

11. Documentation and Record Keeping

{{org_field_name}} will:

• Maintain accurate and up-to-date records of all bookings, confirmations, amendments, and cancellations.
• Record reasons for shift rejections or cancellations by workers.
• Store data securely in line with GDPR.

Records will be available for audit and inspection by relevant authorities.

12. Equality and Fairness in Staff Allocation

{{org_field_name}} is committed to:

• Ensuring all allocation decisions are free from discrimination.
• Applying a fair and transparent process for all workers.
• Avoiding preferential treatment unless clinically justified (e.g., matching gender for personal care when requested by service users).
• Monitoring allocation trends to ensure equity.

13. Director(s) Responsibilities

In the absence of a Registered Manager, the director(s) will:

• Oversee all booking and allocation processes.
• Review staffing arrangements regularly.
• Ensure staff allocated are competent, appropriately trained, and legally eligible to work.
• Resolve conflicts or disputes regarding bookings.
• Audit booking records for accuracy and compliance.

The director(s) will also:

• Ensure client contracts specify booking and allocation arrangements.
• Update this policy following changes in law or guidance.

14. Client Responsibilities

Clients must:

• Provide clear and accurate booking information.
• Notify {{org_field_name}} promptly of cancellations or changes.
• Support agency staff with site inductions and access to relevant health and safety information.
• Provide feedback on agency staff performance.

15. Worker Responsibilities

Temporary workers must:

• Ensure their availability is accurately communicated.
• Only accept shifts they are competent to undertake.
• Notify {{org_field_name}} immediately if circumstances change.
• Arrive punctually and prepared for allocated shifts.
• Follow the client’s procedures and {{org_field_name}} policies while on duty.

16. Monitoring and Continuous Improvement

The director(s) will:

• Review the booking and allocation process annually or sooner if required.
• Seek feedback from clients and workers.
• Implement improvements based on audits, feedback, or identified risks.
• Keep abreast of legal changes that impact temporary staffing.

17. Policy Review

This policy will be reviewed annually by the director(s) of {{org_field_name}}, or sooner if:

• Legislation, regulation, or best practice changes.
• Lessons from incidents or feedback highlight the need for improvements.
• Significant changes occur in business operations.

---

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.