It's 6:05 a.m. Your opener hasn't shown up, and isn't answering. By 6:30, customers are at the door. Most managers have lived through this, and it's usually the moment people start wanting a stricter attendance policy.
A good no-call, no-show policy isn't really about punishing people. It's about being clear on what to do, so that you aren't deciding what to do in the heat of the moment, with a different answer for each person.
What it means
A no-call, no-show is when someone misses a scheduled shift without telling anyone. A call-out is when they let you know they can't make it. Lateness is a separate thing. Your policy should treat them differently, because a person who calls at 5 a.m. to say they've got the flu has done exactly what you asked.
What your policy should say
How to report an absence
Be specific. "Call the store manager at least two hours before your shift. If you can't reach them, call the assistant manager." A text may or may not count. Decide, and say so. An app message works too, if you've agreed on it.
What counts as notice
Say how early. Two hours is common for an unplanned absence. Add a line about emergencies, since a car accident at 6 a.m. isn't something anyone can give notice for.
What happens after a no-call, no-show
Set out the steps. Many employers use something like this:
| Occurrence | Typical response |
|---|---|
| First | A conversation and a written warning |
| Second, within 6 months | Final written warning |
| Third, within 6 months | Termination |
Some employers treat two or three in a row as a voluntary resignation. If you do this, say so in writing, and try to reach the person before treating them as having quit. They may be in a hospital.
A way back
Say how long these stay on the record. If someone has a bad month and then twelve good ones, they should start fresh.
A sample to adapt
Grab the whole thing in our free attendance policy template.
Before you discipline anyone, check these
You can't count every absence the same way. Some are protected by law:
- Paid sick leave. In states and cities that require it, using that leave generally can't count against someone.
- Family and Medical Leave Act. For employers with 50 or more employees, and for eligible employees. There are limits on what notice you can require in emergencies.
- Disability. An absence related to a disability may call for an accommodation under the ADA or state law.
- Other protected leave. Jury duty, military service, voting, domestic violence and pregnancy-related needs may all be protected, depending on where you are.
A no-fault points system that treats all absences the same can get employers in trouble because of this. If you run one, have a lawyer look at it first.
Be consistent
This is where most policies fall apart. If your favorite employee gets a pass and a newer one gets written up, you've got a morale problem and possibly a discrimination problem. Keep a dated record of each occurrence and what you did about it. Apply your steps to everyone.
Prevent as many as you can
Most no-shows have a cause you could've done something about.
They didn't know. A schedule that changed by text at the last minute is a common reason. Put it in one place, and send a reminder before each shift.
They couldn't get out of it. If it's hard to swap a shift, someone with a sick kid may just not come in. A clear swap policy gives them a better option.
They were afraid to call. If calling out gets you yelled at, people will stop calling. Make it easy to tell you, and thank them for doing it.
They've already quit in their heads. A sudden no-show from a good employee is often the last step in leaving. Regular check-ins can help you hear about problems earlier. Here's more on keeping people.
Their hours don't work. If someone's often missing Mondays, ask why. A small schedule change could solve it.
Have a backup plan for the morning it happens
Don't wait for it. Decide now:
- Who gets called first when an opener doesn't appear?
- Who has a key?
- At what point does a manager come in?
- How do you reach the person? And at what point do you start to worry about their safety?
An open shift sent to the whole team can fill a gap in a few minutes, compared to you working through a list of phone numbers.
How PinkLinq helps
Each shift has a reminder before it starts, and people get a "You're late" message if they haven't clocked in. Managers see who's running late on the Overview. Post an open shift, and anyone can claim it from their phone. Our Performance module tracks warnings with points and can flag late arrivals and no-shows automatically, so you've got a dated record that's consistent for everyone.
Performance tracks attendance, but it can't tell whether an absence is legally protected. That judgment stays with you.
This is general information, not legal advice. Check with an employment lawyer before you adopt an attendance policy or terminate someone.