The updated Reliability Score system introduces a behavior-driven and transparent approach to rating an athletic trainer’s performance compared to the prior rigid, percentage-based model. The original system measured reliability as a simple ratio of completed shifts to failed commitments, while the new system better reflects real-world behavior while incentivizing positive actions.

Benefits of the New Reliability Score:

1. A More Accurate Representation of Performance

The previous percentage model treated all failures equally, regardless of severity or timing. The new system differentiates between:

  • Early callouts (low impact)
  • Late callouts (moderate impact)
  • Last-minute callouts and no-shows (high impact)

This creates a more realistic measure of operational risk and aligns the score with the actual impact of actions.

2. Encourages Consistent Behavior

The new system rewards consistency over time through completion streaks, rather than just overall rate.

  • Athletic trainers are incentivized to maintain reliability continuously
  • A single callout does not permanently dilute a lifetime work
  • Positive behavior is actively reinforced, not just passively measured

This shifts the system from static measurement → active behavior.

3. Better Transparency

The previous percentage model was mathematically correct, but wasn’t a great indicator of an athletic trainer’s actual job performance.

The new system is easier to understand because:

  • Actions map directly to an athletic trainer’s score
  • Streak milestones provide visible goals
  • Penalties are clearly defined and predictable
  • Users can track exactly how their score changes—and could change—over time

This increases trust in the system and reduces confusion.

4. Reduced Volatility

The percentage-based scores were highly sensitive to low volume:

  • A single call out drastically impacted new athletic trainers and athletic trainers that had not worked a lot of jobs.
  • Early behavior disproportionately affected an athletic trainer’s long-term score

The new system mitigates this by:

  • Starting from a stable baseline
  • Using additive adjustments instead of ratios
  • Avoiding extreme swings from small amount of jobs worked
5. Aligns Incentives with Action

The new system directly encourages behaviors that improve platform performance:

  • Accepting shifts responsibly
  • Avoiding late cancellations
  • Showing up consistently
  • Maintaining long streaks of reliability

This creates a tighter alignment between:

  • Individual incentives
  • Platform stability
  • Customer (JP) experience
6. Supports Forward-Looking Evaluation

The new system is inherently time-aware and forward-moving:

  • Scores evolve based on recent behavior
  • Historical performance provides context, not permanent penalty
  • Users are evaluated on what they are doing now, not just what they did in the past

Summary

The new Reliability Score system improves upon the previous model by:

  • Reflecting the true impact of user behavior
  • Encouraging consistent, high-quality participation
  • Providing clear recovery pathways
  • Reducing volatility and confusion
  • Aligning incentives with marketplace success

Overall, it transforms reliability from a passive metric into an active system that drives better outcomes for both ATs and the platform.