What If My Care Partner Is Late or Doesn’t Show Up

What If My Care Partner Is Late or Doesn’t Show Up

We understand how important reliability is when it comes to supporting your loved one. If your Care Partner is late or misses a shift, here’s what you should know and do — based on whether they’re an Agency-Selected or Family-Selected provider.

Family-Selected Providers

As the employer of record, you are responsible for coordinating directly with your provider. If they’re running late or miss a shift:

  • Contact your Care Partner directly to check in and discuss next steps.

  • If they’re unable to work that day, you may:

    • Reschedule the shift directly with them.

    • Submit a revised timesheet if needed.

    • Request additional provider support by submitting a Support Ticket at www.lwhcare.com.

LIVEWELL does not track or manage attendance for Family-Selected Providers unless a formal concern is submitted.

Agency-Selected Providers 

Agency Care Partners are expected to:

  • Arrive in a professional and timely manner.

  • Notify both the family and LIVEWELL Staffing Team immediately if they are delayed or unable to work.

If your assigned provider is late (more than 15 minutes) or doesn’t show up:

  1. Contact the Staffing Team at (626) 414-6554

  2. Let us know if the provider arrived late, didn’t arrive, or if you were not notified.

  3. We will follow up, document the concern, and explore backup support options if needed.

For repeat issues, we will work with you to assess whether a replacement is appropriate.

Ongoing Issues

If lateness or absences become a pattern with either type of provider:

  • Document the dates and times.

  • Submit a Support Ticket at www.lwhcare.com so our team can review and respond accordingly.

We are here to support you in ensuring consistency, dependability, and quality care for your family.


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