Skip to main content

Application Reactivation (Rehires)

Guidelines & Policies

This page aims to document our internal process regarding Account Reactivation requests.

Note: At present, there is a rehire ban in effect. Consequently, we are only reactivating profiles of new applicants. If you do find a rehire requesting reactivation of application:

  • Move the Fountain application to the "Waiting List (Rehires)" stage

  • Reply to the employee using the macro [REHIRE BAN] Applicant, Rejection reason.

  • Hub Managers can also escalate a Re-hire request in the Slack Fountain channel.

  • Applicants who are on the Idle Hold stage can be reactivated right away by moving them to the Resurrection stage.

  • For Pickers/Operations Associates, if an applicant has been in the Idle Hold status for an extended period (more than 2 months), applicant's profile should be reactivated by moving them back to the Assessment Centre stage, even if they were in advanced stages.

  • If the applicant's most advanced stage was either Contract Signature Waiting List or Contract Signature, and they were moved to Idle Hold due to inactivity, they must still be reactivated by transitioning them to the Review Fields stage. This is necessary as documents need to be verified again.

  • If the applicant was in the Waiting For Documents stage before being placed on Idle Hold, kindly remind them to upload the necessary documents before proceeding to reactivate their profile.

  • If you are unable to find an applicant using the email address on Zendesk, it may be due to either a different email being used than the one provided during the application process or the applicant is from the Netherlands or France.

  • If the email provided does not match the email address on Fountain, ask the applicant to submit the request again using their registered email address. You can verify their identity by searching for the applicant's name on Fountain and checking personal details.

  • In case of an NL or FR applicant, either use the appropriate macros [FORWARD - Netherlands conversations] / [FORWARD - France conversations] or forward the ticket to NL > Hub Growth / FR > HUB SERVICES.

Step-by-Step

  • How do I process application reactivation requests

This process can be followed when there is a ticket in the queue that is from an applicant saying that they **want to reactivate their application profile (**different case when someone wants to be rehired) or the applicant is receiving a message that they have already applied and asks to get their previous application reactivated.

  1. Navigate to the queue and click on the ticket. Make sure to use the 'Little Man; icon and merge tickets if necessary.

  2. Check whether it's a rehire or a new applicant. You can verify this information through SAP (Check employee details for a termination date, also check for a second account), Quinyx ( is account status), and/ or Fountain (is there a contract?).

  3. If the former employee has no account on SAP reply to the former employee with the macro 'DE > EN >Not registered email address'.

  4. Go to Employment Details.

    Alert! Usually when you see NO in the field 'OK to Rehire' then we don't process this rehire request and we apply the macro 'Applicant, rejection reason'.

  5. In this case, it's "No work permit (07)" which should say OK to rehire according to the visa team.

    Screenshot 2023-03-21 at 13.50.34.png

  6. If it is a 'yes' to 'OK to Rehire?, open a side conversation in Zendesk in the collab-rider-care-growth channel and request the rehire if possible, and if so, request rehire feedback from the Hub Manager through Slack.

    1. Go to Slack and select channel - #FOUNTAIN_LOCAL_HELP

    2. Click on the workflow REHIRE FEEDBACK and fill in all the requested fields.

    3. To check the current hub manager and cluster lead for the hub check 'De_Hub Overview_Contact File - Google Sheets’

      Screenshot 2023-03-21 at 13.55.08.png

  7. Alert! After submitting a rehire feedback request, don't forget to copy the link to the message in the Slack channel.

  8. Zendesk: Click "Internal note" and paste the link from Slack to the internal note with the comment 'rehire feedback requested’. Put Ticket On Hold for further Instructions.

  9. If it is not a rehire but a new applicant, navigate to Fountain.

  10. Click the "Search Applicants" field and paste the copied email address.

  11. Click on the applicant's profile.

  12. Check the current stage. Depending on what stage , you can inform employee how they should proceed ( submit documents, waiting list, not enough openings).

  13. After receiving rehire feedback from the Hub Manager, there are TWO WAYS of solving the ticket:

1. The Hub Manager says it is OK to rehire this person, then we go to their Fountain profile and reactivate their profile by moving the employee to the Resurrection stage.

2. Hub Manager says it is NOT OK to rehire, then we apply the macro 'Applicant, rejection reason.' and we add an internal note saying that the Hub Manager said no.

Flowchart of the Process

Screenshot 2024-05-06 at 15.07.10.png

Tools

  • Zendesk - Use to reply to or create tickets informing employees that their requests have been handled.

  • Success Factors - Use to check employee information and rehire status.

  • Fountain - Use to find applications and reactivate in “non-rehire cases”.

  • Slack - #FOUNTAIN_LOCAL_HELP - For any applicant requests such as Feedback after AC.

  • De_Hub Overview_Contact File - Use to identify which hub manager to contact.

Macros

Macro name

Description

[OTHER ISSUES] Profile reactivation

The applicant would like to reactivate their application profile. We confirm that the reactivation is done.

[ASSESSMENT CENTRE] Applicant, Rejection reason
​

The application has been rejected by the hub manager on Fountain or the rehire request has been rejected.

[REHIRE BAN] Applicant, Rejection reason

Application has been rejected as the applicant is a rehire - only used for temporary rehire ban Dec 2023 - X 2024.

Contact reasons

Contact Reason

Description

Growth > Hiring Process > Reactivation Request

The applicant is receiving a message that they have already applied and asks to get their previous application reactivated.

Growth > Hiring Process > Rehire rejected

The applicant has worked with Flink before and after review we let them know that we unfortunately cannot rehire them.

Growth > Hiring Process > Rehire accepted

Applicant has worked with Flink before and after review we let them know that we want to rehire them.

Did this answer your question?