How the booking system works

Bina Chat and verified identity

Client representatives use Bina Chat through their own verified client account and existing session. Messages identify the company and the named signed-in representative. Bina replies identify the responding person and department. Each company has its management conversation; the Bina team may respond through that shared work conversation. Do not share credentials or let another person act under your name. Chat access does not confer management, financial, cross-company or unrestricted staff-profile permissions.

Work conversations and Bina oversight

Clients and eligible staff may communicate for staffing and assignment purposes. Bina management and departments retain oversight of client–staff and client–management work conversations for authorised operational, service, security and safeguarding purposes. Clients cannot see another company’s conversations or staff-only conversations. Staff-only investigation controls apply solely to staff-to-staff conversations and do not switch off oversight of client work conversations. Bina must use access proportionately and follow the privacy notice, confidentiality obligations and applicable law.

Book or rebook from chat

Use the plus menu to book a shift or rebook a worker recorded in the system as having worked at the selected location. Review role, location, UK dates and times, breaks, duties, price and applicable enhancements before submitting. A previous placement or a typed “yes” is not a confirmed booking. The worker uses the structured offer acceptance control; clearance, availability, working-hours and other existing checks still apply. The signed-in requester and action time are recorded. Rebooking does not guarantee the same worker or reserve them without acceptance and the existing confirmation procedure.

Emergency classification and assignment records

A request made within 12 elapsed hours of the shift start is classified as an emergency request, based on the recorded request and start times. The system applies the boundary used in its booking calculation, including exactly 12 hours. Review and accept the displayed emergency price before submission; there is no unagreed retrospective surcharge. Use UK local dates and times and check overnight or clock-change shifts carefully. Chat and the staff app update the same booking record. Confirmed shifts appear in the rota; actual attendance, approved hours, payroll and invoices continue through the existing procedures. Chat acceptance alone does not approve hours or trigger payment.

Messages and attachments

No chat participant, including management, can delete sent messages, shared attachments or conversations through the app. A sender may edit their own message text only within two minutes of original sending. Edits are marked and the original and change history are retained. These controls preserve the work record and do not remove privacy rights or the published retention rules. Upload only authorised work material. Never send passwords, bank details, identifiable service-user, patient or pupil images, care records or confidential safeguarding evidence through ordinary chat. Use the approved secure record or reporting route.

Urgent contact and formal notices

Chat is not continuously monitored and is not an emergency service. Call 999 for immediate danger, follow the host safeguarding procedure and telephone Bina on 07337541218 for urgent shift problems. A delivery or read indication is not agreement to a shift, rate variation, cancellation, invoice or contract. Use the required formal action and telephone urgent cancellations or changes. Existing cancellation and payment terms remain applicable. Device notifications are optional; disabling them does not cancel a confirmed assignment or remove responsibility to check agreed work information.

Updates and agreement

Read the current chat and privacy notices and ask for clarification where needed. Acknowledgement confirms receipt and understanding; it does not waive rights or provide blanket monitoring consent. Revised client contractual terms require separate acceptance by the verified authorised company administrator before the affected new booking actions proceed. Bina retains earlier signed terms and receipts; this update does not rewrite earlier bookings, agreed prices, invoices or earned wages. Optional marketing and device permissions remain separate from essential operational and policy-update communications.

Staff identity, attendance and communications — 9 November 2026

Verify the live digital staff ID

Ask the worker to open My staff ID in their own signed-in Bina staff app. Compare the photograph, name, role and BPW number with the booking and use the QR code to open the official Bina verification page. Check the current status and expiry; verify the assignment separately. Screenshots, saved images, a printed card or a caller's name alone are not proof of current clearance. Contact Bina before duties if identity, release, role, card status or booking does not match. Do not ask the worker to email passports or unrestricted recruitment files to solve an ID query. A printed Bina card or local visitor badge can be arranged where your site requires it.

Arrival and attendance verification

Your site must welcome the worker, check the named assignment and identity, provide local induction and confirm the actual start and finish. Bina's staff app uses the signed-in worker's fresh device location at clock-in and clock-out as supporting attendance evidence. Clock-in is checked against the service's configured arrival radius; the present clock-out boundary is less than 10 miles from the service address. That boundary does not authorise an early departure or attendance away from the agreed service. An app sign-in or a location result alone does not prove identity, all hours worked or satisfactory handover.

Accurate hours and fallback checks

Review the actual start, finish and unpaid break, and confirm the hours or explain a discrepancy through the authorised timesheet process. Do not approve hours merely because they match the scheduled booking, or alter original evidence to conceal an error. Report an incorrect site address, location failure or disputed attendance to Bina promptly. Verify actual attendance with the named site lead; Bina records any authorised override or correction and retains the audit trail. Do not use a worker's account, clock on their behalf or direct them to fabricate location. A technical failure is investigated fairly; confirmed undisputed hours are not simply treated as unpaid.

Bina Chat calls and voice notes

Authorised clients, staff and Bina management may use Bina Chat for appropriate work communication. Confirm the conversation and recipient before sending a voice note or starting or answering a call. Sent voice notes are stored audio attachments; do not include unnecessary sensitive information or play them where others can overhear. Current live Bina Chat calls are not audio-recorded or transcribed by the service, although call-event messages and connection metadata may be retained. Do not assume that management can listen to a previous live call. A separate recording needs the appropriate approved process, lawful basis and clear notice.

Formal decisions and urgent contact

A call, message, voice note, last-seen display or read tick is not a formal booking confirmation, accepted rate change, timesheet approval, incident report or safeguarding escalation. Put important agreed actions into the relevant booking, assignment, timesheet or incident record. Bina Chat is not continuously monitored and is not an emergency service. Use 999 and your emergency procedure for immediate danger; use Bina's office or current on-call route for urgent staffing and safeguarding issues. Follow your own statutory and service reporting obligations without waiting for a chat response.

Privacy and existing agreements

Use only necessary identity and attendance information for the assignment and keep it within authorised access. Do not demand continuous location sharing or access to a worker's private device, personal messages or unrelated records. Existing authorised Bina oversight of client work conversations, and the separate director-authorised process for staff-only investigations, remain governed by the privacy notice. Required notices and acknowledgement are separate from optional device permissions and any recording arrangement. This operational update does not silently change signed rates, liability, cancellation, payment or employment terms. Any contractual variation requiring agreement follows the existing authorised process.

Updated 9 November 2026 · BP-DIGITAL-OPERATIONS-2026-11-09-v1. Read the current staff identity, attendance and calls guide.