Underperformance is an inevitable reality in any workforce, and knowing what happens when an outsourced worker falls short of expectations is important for both clients and workers. The good news is that Bestcare Manpower Services has clear, fair, and effective processes for handling underperformance — processes that protect workers’ rights while ensuring clients are not left with an unresolvable performance problem.
Underperformance is identified in various ways: direct feedback from a client supervisor, quality assurance monitoring, client complaints, or observation by Bestcare’s own management team. Whatever the source, we treat performance concerns as real and important — not as inconveniences to be minimised or managed away without proper attention.
Before any formal action is taken, Bestcare engages with the worker directly. We explore whether there are underlying reasons for the underperformance — inadequate training, personal difficulties, unclear expectations, or a mismatch between the role and the worker’s capabilities. In many cases, these conversations reveal that the issue can be addressed through practical support rather than disciplinary action.
Where the cause of underperformance is addressable, Bestcare puts a support plan in place. This might involve additional training, closer supervision during a probationary period, clearer communication of expectations, or adjustment of the role. We work with both the client and the worker to make this successful.
Where informal support does not resolve the issue, Bestcare initiates a formal performance improvement process. This involves setting clear, measurable performance targets, providing the worker with a defined period to meet those targets, and monitoring progress closely. The worker is informed in writing of the process, the targets, and the consequences of failing to meet them.
Depending on the outcome of the improvement process, Bestcare may issue a formal warning (maintaining the worker in the role with continued monitoring); redeploy the worker to a different client environment better suited to their capabilities; or, where the underperformance is serious and has not responded to support, initiate termination of employment in accordance with our contractual and legal obligations. Throughout this process, the client is kept informed, but Bestcare manages the process to ensure the worker’s rights are respected.