Care Pro Performance Management

At Homage, we value your continued commitment to delivering timely, quality care to our clients. Each visit you fulfil plays a crucial role in the lives of those who depend on us. To ensure consistent and dependable support for our care recipients, we are implementing a new Care Professional Performance Management framework, effective 20 Aug 2025.

These updates are designed to promote responsibility, fairness, and transparency while ensuring uninterrupted care for those who need it most.

What are the Key Changes? 

How Do You Incur a Strike?

• You may receive a strike in a rolling 12 week period if you:
  • Have 1 Last-Minute Cancellation or No-Show without valid documentation, 
    OR
  • Accumulate 3 Last-Minute Cancellations or No-Shows with valid documentations

What happens on the Strike System? 

1st Strike: You will be scheduled for a coaching call with our Care Pro Performance Management team and receive an email notification documenting the strike.

2nd Strike: You will be required to attend an in-person coaching session. The Care Pro Performance Management team will contact you to arrange the schedule, and you will receive an email notification documenting the second strike.

3rd Strike:  You will receive a final email notification, and your profile will be blacklisted from the Homage platform, restricting you from taking on any further care assignments on the Homage platform.

What does a Rolling 12-week period mean? 

• We review the most recent 12 weeks at any point in time to track repeated occurrences.

What is a Last Minute Cancellation and No Show? 

• Cancelling a visit within 48 hours of the scheduled start time

OR

• Failing to show up for a scheduled visit without prior notice.

Example Scenario 1: 3 Last Minute Cancellation or No-Shows 

Week	Incident	Criteria	Strike	Outcome
Week 1	1 No show without valid document	1 x No show without valid document	Strike 1	Coaching call + Email Notification
Week 4	3 Last-Min cancellations with valid documents	3x Valid cancellations in 12 weeks	Strike 2	In-Person Coaching + Email Notification
Week 6	1 No Show without valid document	1 x No show without valid document	Strike 3	Email Notification + Blacklisted

Example Scenario 2 : 9 Last Minute Cancellation

Week	Incident	Criteria	Strike	Outcome
Week 1	3 Last-Min cancellations with valid documents	3x Valid cancellations in 12 weeks	Strike 1	Coaching call + Email Notification
Week 4	2 Last-Min cancellations with valid documents	2x Valid cancellations in 12 weeks	No Additional Strike(Already Strike 1)	No new strike Monitored
Week 6	2 Last-Min cancellations with valid documents	2x Valid cancellations in 12 weeks	Strike 2	In-Person Coaching + Email Notification
Week 8	2 Last-Min cancellations with valid documents	2x Valid cancellations in 12 weeks	Strike 3	Email Notification + Blacklisted

Waiver Qualification Criteria

We understand that unexpected events may arise that prevent you from delivering care. In some cases, you might be able to request and qualify for a waiver.

To qualify for a waiver and avoid cancellation penalties, proof must be submitted within 48 hours and must match the selected cancellation reason.

Documents must be submitted within 48 hours of the cancellation notice or late clock-in. (Strict enforcement applies.)

All waiver submissions are reviewed within 3 business days.

How to Submit a Waiver

• Open the Care Pro App
• Go to: Account > Get Help > Late & Cancellations
• Select: Visit Cancellation & Fee Waiver / Late Clock-In & Fee Waiver

Upload supporting documents within 48 hours

We understand that unexpected events may arise, and we are here to support you through them. However, frequent LMCs and NS impact the trust our clients place in Homage and the quality of care they receive.