Your Trust Score & Ratings
Learn how ratings work and how to maintain a high trust score.
Your Trust Score & Ratings
Your trust score is one of the most important factors in getting matched with shifts. This guide explains how ratings work and how to maintain an excellent reputation on OnLocum.
Understanding Your Trust Score
What Is the Trust Score?
Your trust score is a total out of 100 points that reflects your ratings, reliability, documents and activity on the platform. Facilities see it, together with your trust tier and your star rating, when they review your applications.
Your star rating is separate from the trust score. It is the average of the 1 to 5 star ratings facilities give you, and it feeds 20 of the 100 points of your trust score (see below).
How Trust Score Is Calculated
Your trust score is a total out of 100 points, added up from these components:
| Component | Points | What it measures |
|---|---|---|
| Ratings | 20 | Your average star rating, scaled from 5 stars to 20 points |
| Reliability | 25 | Completion rate (15 points: jobs completed versus cancelled) and punctuality (10 points: on-time arrivals) |
| Document verification | 25 | How complete your verified credentials are |
| Platform activity | 30 | Profile completeness (15 points), repeat hires by the same client (10 points) and time on the platform (5 points, reached at 24 months) |
Your trust tier comes from the total: Elite at 80 or more, Pro at 60 to 79, and Standard below 60.
What Affects Your Rating
Facility Feedback
After each shift, facilities rate you on:
- Punctuality - Did you arrive on time?
- Professionalism - Conduct, communication, appearance
- Clinical Skills - Quality of work performed
- Overall Experience - Would they work with you again?
Reliability Metrics
Your reliability score tracks:
- Completion rate - Jobs completed versus jobs cancelled
- Punctuality - On-time arrivals
Warning
Cancelled jobs lower your completion rate, which counts toward your trust score. Only accept shifts you can definitely work.
Positive Contributions
These improve your score:
- Completing shifts as scheduled
- Arriving early or on time
- Receiving positive reviews
- Repeat hires by the same facility
- Keeping documents up to date
Negative Impacts
These hurt your score:
- No-shows (very severe)
- Cancelled jobs (every cancellation counts against your completion rate)
- Late arrivals
- Negative facility feedback
- Expired credentials
Viewing Facility Feedback
Accessing Your Reviews
- Go to Profile > Ratings & Reviews
- See your overall trust score
- View individual shift ratings
- Read written feedback (if provided)
Understanding Ratings
Each completed shift shows:
- Star rating (1-5)
- Category breakdown (punctuality, skills, etc.)
- Written comments (optional)
- Date and facility name
Anonymous Feedback
Some facilities leave anonymous feedback:
- You'll see the rating but not the facility name
- This protects honest feedback
- Focus on patterns, not individual anonymous reviews
Improving Your Score
For New Workers
Starting strong matters:
- Complete your profile - Profile completeness counts toward your trust score
- Keep your documents current - Verified documents count toward your trust score
- Accept carefully - Only take shifts you can definitely work
- Arrive early - First impressions are crucial
- Over-deliver - Go above expectations
For All Workers
Consistent excellence builds your reputation:
Be Punctual
- Plan to arrive 10-15 minutes early
- Account for traffic and parking
- Check in via the app as soon as you arrive
- Contact the facility if you're running late
Be Professional
- Dress appropriately (follow facility dress code)
- Maintain a positive attitude
- Communicate clearly with staff
- Follow facility protocols
Deliver Quality Care
- Focus on patient/client needs
- Apply your training and skills
- Ask questions when unsure
- Complete all required tasks
Communicate Well
- Respond to messages promptly
- Update your availability regularly
- Notify facilities of any issues immediately
- Complete shift notes as required
Recovering from a Low Score
If your score drops:
- Identify the cause - Review recent feedback
- Address issues - Fix what's within your control
- Build positive history - Complete shifts successfully
- Be patient - Improvement takes time (5-10 shifts)
- Contact support - If you believe ratings are unfair
Tip
Your ratings are averaged and your completion rate is measured over your jobs, so consistent good performance raises your score over time.
Rating Appeals Process
When to Appeal
You can appeal a rating if:
- The feedback contains factual errors
- Circumstances were beyond your control
- The rating appears vindictive or unfair
- Technical issues caused problems (location or app issues)
How to Appeal
- Go to Profile > Ratings & Reviews
- Find the rating you want to appeal
- Tap Request Review
- Explain your situation clearly
- Provide any supporting evidence
- Submit the appeal
Appeal Review Process
OnLocum's trust team will:
- Review your submission
- Contact the facility if needed
- Examine shift records and recorded locations
- Make a fair decision
- Notify you of the outcome (typically 3-5 business days)
What Appeals Can't Change
Some situations won't result in rating removal:
- General disagreement with feedback
- Subjective opinions
- Minor issues that occurred
- Ratings without rule violations
Trust Score Tiers
Standard Tier
All workers start here:
- Full access to open shifts
- Standard matching priority
- Regular payment terms
Preferred Tier (4.5+ rating)
Benefits include:
- Priority notifications - See new shifts first
- Instant Match eligible - Auto-assigned for urgent shifts
- Premium shifts - Access to higher-paying opportunities
- Preferred badge - Visible on your profile
Top Performer (4.8+ with 50+ shifts)
Elite status benefits:
- Guaranteed matching - First pick for preferred facilities
- Bonus eligibility - Performance bonuses and incentives
- Featured profile - Highlighted to facilities
Facility-Specific Ratings
Float Pool Ratings
When you're in a facility's float pool, they track:
- Your rating specifically at their facility
- Number of shifts completed
- Department preferences
- Their notes about you
This facility-specific rating may differ from your overall score.
Building Relationships
To become a preferred worker at specific facilities:
- Complete multiple shifts successfully
- Learn their systems and preferences
- Build rapport with staff
- Express interest in regular work
- Maintain excellent ratings
Best Practices
Before the Shift
- Confirm your assignment
- Review facility details
- Plan your route
- Prepare necessary items
- Get adequate rest
During the Shift
- Arrive early
- Check in immediately
- Focus on quality work
- Communicate professionally
- Complete all tasks
After the Shift
- Check out on time
- Complete any required notes
- Thank the facility staff
- Review your payment
- Respond to any feedback requests
Frequently Asked Questions
How long does it take for ratings to update?
Ratings typically appear within 24-48 hours after the facility submits feedback.
Can I see who rated me?
Most ratings show the facility name. Some facilities choose anonymous feedback.
Why did my score drop suddenly?
Check for recent negative feedback or reliability issues like late cancellations.
Does declining shifts affect my rating?
No, declining shifts doesn't affect your rating. Only accepting and then cancelling does.
Next Steps
- Finding Shifts - Apply for more opportunities
- Managing Documents - Keep credentials current
- Managing Availability - Optimize your schedule