You should first check the job/order reference number to confirm that the job/order has been outsourced to the agency in question. Keep in mind that if they are on a lower tier, it may be that they aren’t due to receive the job/order yet.
Once you have confirmed the job/order is indeed outsourced to the specific agency, check the user's settings to verify the locations, sectors, and clients they have access to. If there's a mismatch between their settings and the job/order details, make the necessary updates to their settings. By doing so, you'll make the job visible to them, and they can easily stay informed and up-to-date with their assignments/shifts.