I cant find an employee on my roster

If you cannot find your employee on the roster, the below troubleshooting steps will assist you as a starting point.

Please note that these steps require certain permissions. If you cannot see the relevant section, you may have to reach out to your relevant head office or hr to complete the troubleshooting steps.

 

My employee isn't showing up when I click 'Add employee' on the roster

Check that the employee has a position assigned and then check the following:

  • The employee position start date
  • The location

Permission required: To check the below details you'll need to be able to access the employees profile for example by clicking on the employee name in the roster.

In the employee's profile check that the employee has:

  • A position assigned, if there is no position or the additional position that should be assigned is missing, this will need to be assigned before an employee can be rostered. Check out Applying a position to an employee.
  • If there is a position assigned, check the position start date. If the start date is not the same as the first day listed on your roster e.g. 06/07/2020 for example if the start date is 10/07/2020 the employee will not appear on the roster if you're adding on 06/07/2020. This is correct as they haven't technically started yet. However if you select the 10/07/2020 you are able to assign a shift to the employee by:
      • Clicking on create a shift and selecting the employee from the drop down list.

  • If the position and position start date are correct, check the location assigned. The location specifies where the employee can work, ensure to have the location where you are trying to roster e.g. southside. You can add in additional locations by editing the position. Please ensure that the location is the same as your roster, you can check this by clicking edit on an existing roster to see the location details.

     

My employee appears on the roster but the position I'd like to select doesn't appear for them
  • Check the positions the employee has assigned, and if needed add a new position
  • If you're adding a person to the roster and you've selected a specific position, e.g. customer service, but you cannot find a specific employee for e.g. Aimee, this could be because Aimee does not have that position assigned to her.
  • Aimee does not work as a customer service representative, for example she has another role assigned to her. If this is the case you can search for Aimee by clearing your position filter and adding her to the roster.

  • In this example we add Aimee to the roster, and when we assign a shift to her we can see that the two positions that she currently has assigned to her employee profile are:

 

  • If however, Aimee should have the customer service role assigned to her you'll need to do this through her accepted Employee profile > Employee card > Employment type

 

I recently added a new position to an Award, why can't I select the new position for the employee?
  • If your business uses position groups, check that you have added the new position to the position group.
  • If your business uses ratesbooks, check that you have added the new position to the ratesbook.

If your business uses position groups, and you recently created a new position for example Customer service (Senior) ensure that the new position has been added to the appropriate position group.

  • Navigate to the hamburger icon > Awards & Agreements > Position Group and edit your existing position group e.g. Customer services (Senior) or create a new position group.
  • Ensure that the new position e.g. Customer Services (Senior) is added to that group and save.

Check to see if you can now assign Aimee with that position in your roster.

If your newly added position is in the position group, and your organisation uses rates books, the next step is to ensure the position is listed in the rates book.

Check that the position is listed in the ratesbook (if your business uses these)

Now you will need to make sure the position is added to all relevant Operation Rates books:
  1. Navigate to Operations > Approved Operations and find the relevant operation and click on the name to go to the profile.
  2. Click Card, Ratesbook and click the relevant state. Use control f or scroll to find the new position. If the position is not listed use edit to add in the position and ensure to scroll to the bottom to save.

I can find the employee on another Operation, but they're not appearing for this Operation
  • If you have the correct operation listed in the employee's card, check that the employee is not excluded from appearing in the Operation, or is only assigned to a specific Operation.

Permission required: To check the below details you'll need to be able to access the employees profile for example by clicking on the employee name in the roster. 

When assigning people to work for a particular Operation (Client or venue), you may encounter the below scenarios (relevant if using Approve shifts or Jobs).

  • That the particular Operation (client or venue), would like to have a specific person work for them and no other operation. 

Checking if a person is assigned to an Operation Exclusively

  • Navigate to the Employees Profile > Employee Card > Details tab edit profile and check if in the additional tab there is an operation exclusive listed. in this example if we tried to roster Aimee at Caffeine Express Clayfield we would not be able to. This can also be removed by clicking the x. Please ensure to check your CRM notes prior to making any chances in case this was intentionally chosen by your business.

  • That the particular Operation (client or venue), would no longer like to have that specific person work for again. If this is the case please refer to the section below for checking if a person has been excluded from working at an Operation. 

Checking if a person is a person has been specifically excluded from working at a Operation or a specific position e.g. customer service at that operation.

  • Navigate to the Employees Profile > Employee Card > Operation exclusions tab edit profile and check if in the additional tab there is an operation exclusive listed. in this example if we tried to roster Aimee at Caffeine Express Milton customer service we would not be able to. This can also be removed by clicking the x. Please ensure to check your CRM notes prior to making any chances in case this was intentionally chosen by your business.

If there are no selections in Details or Operation exclusions or you still cannot see the employee, we'll now check if the position assigned that has either been newly added or previously added, that it was set up correctly.

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