What Do I Do If I Can't Make My Scheduled Shift?

What Do I Do If I Can't Make My Scheduled Shift?

We understand that emergencies, illness, and personal responsibilities can occasionally prevent you from working a scheduled shift. Whether you're a Family-Selected Care Partner or an Agency-Selected Provider, notifying LIVEWELL as soon as possible is essential for maintaining continuity of care and compliance with Regional Center expectations.

If You Are a Family-Selected Provider

If you are a family member or trusted individual hired by the parent/guardian:

  1. Notify the Parent or Guardian Immediately
     Let the parent or guardian know that you will not be able to attend your shift.

  2. Submit a Support Ticket
     Go to www.lwhcare.com and submit a Schedule Adjustment request.

    • Select "Cancellation" as the request type

    • Provide the client’s name, care partner name, and the date/time of the missed shift

    • Share the reason for your absence, if you feel comfortable doing so

LIVEWELL’s Care Team will update your file and confirm any additional steps if needed.

If You Are an Agency-Selected Provider

If you were placed with a client by the LIVEWELL Staffing Team:

  1. Call the Staffing Team Immediately
     All shift absences must be reported directly to the Staffing Team by phone, especially if the shift is within the next 24–48 hours.

  2. Submit a Support Ticket
     Visit www.lwhcare.com and submit a support ticket to formally document the absence.

    • Select "Agency Provider" as your role

    • Choose "Schedule Adjustment" and mark it as a cancellation

    • Include the client’s name, your name, and the shift date/time

    • Provide a brief reason if appropriate

The Staffing Team will work with the family to coordinate alternative coverage.

Same-Day Cancellations

If you are calling out less than 24 hours before your scheduled shift:

  • A phone call is required (in addition to a ticket)

  • If you do not reach someone, leave a detailed voicemail

  • Do not rely on text or email alone for same-day changes

Important Notes

  • Repeated absences without notice may impact your status as an active Care Partner

  • Do not work a shift you are not well enough or able to safely complete

  • Care for the client must always be prioritized with clear communication

Need Help?

If you’re not sure who to notify, or if you need assistance submitting your cancellation, please call us directly or submit a support ticket at www.lwhcare.com.


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