When a support worker calls in sick: a coordinator's playbook for finding cover
5 min readUpdated
It's 6am and a support worker has messaged to say they're unwell. The participant is expecting someone at 7. The pressure is to send whoever answers first. The risk is sending someone who isn't cleared, doesn't know the participant, or is already over their hours. A simple playbook keeps you fast and safe.
1. Keep the shift covered until you've decided
Treat the worker as still on the shift until you've found cover or decided otherwise. That way the shift never silently becomes empty. Thank them, check they're OK, and ask them to tell you as early as they can next time.
2. Start from who can actually take it
Before you ring around, narrow the list to workers who:
- Hold every clearance the participant needs, current on the day
- Aren't on leave or already booked at that time
- Won't end up with less than a 10-hour break or over their weekly hours
- Aren't on the participant's list of workers they'd rather not see
- Ideally, already know the participant
3. Offer it, then confirm one person
Offer the shift to your best match first. If you can't reach anyone quickly, post it as an open shift to everyone eligible and confirm the first suitable person who puts their hand up. Confirm in writing so there's no doubt who is going.
4. Tell the participant
Let the participant, or their family, know who's coming instead, and anything that changes. A familiar name matters, so say who it is rather than "a different worker".
5. Brief the replacement
Make sure the replacement can see the participant's support profile before they arrive: their routines, how they communicate, known risks and any plans such as behaviour support, mealtime or medication.
How Neo Shift helps
Workers say they can't make it in two taps, and you see who can take the shift, checked, in one list.
See how cover worksCommon questions
How do I find cover for a support worker quickly?
Start from workers who are cleared, available and within their hours for that shift, offer it to your best match, and if you can't reach them, post it as an open shift to everyone eligible. Confirm one person in writing and tell the participant who is coming.
How does Neo Shift help when a worker can't make a shift?
Workers tap "Can't make it" on the shift and say why. They stay on the shift until you decide. Neo Shift lists the workers who pass every check for that shift, so you can give it to one of them in one tap or post it as an open shift.
Check the official source
This guide is a plain-English summary, not legal advice. Rules change, so confirm the details with the NDIS Commission.
