Run care operations with confidence.

About Shift Link

Shift Link is an operations platform for Australian disability and NDIS service providers. It connects company administrators, staff and clients in one secure workspace for people management, availability, care planning, rostering, shifts, incidents, invoices and reports.

Sign-in, accounts and data security

1. Company accounts: A company administrator signs up, accepts the policies and provides a digital signature. Access depends on company approval and an active trial or paid plan.
2. Staff and client accounts: The company admin creates these accounts. Login details are sent to the email entered during creation.
3. First sign-in: Open the link in the account email, sign in and change any temporary password if prompted.
4. Session safety: Always sign out on a shared device. Do not share credentials or upload unrelated personal records.

Who does what?

Dashboard and daily starting point

The Dashboard summarises company status and provides quick access to common actions. Review the plan card, expiry countdown, pending approvals and operational notices before starting the day.

Recommended daily check

1. Check plan/limit warnings.
2. Review Notifications and Change Requests.
3. Review cancellations and open roster slots.
4. Monitor Live activity.
5. Review completed shifts and incidents.

Manage staff and clients

Staff records

The compact table shows name, email, phone, assigned clients and whether availability is configured. Open View details for contact, employment, payroll, compliance, emergency contact, skills/languages, assigned clients and other profile data.

Client records

The compact table shows core contact information and care-plan status. Client details organise daily schedule, service hours, services, meals, medications and tasks without unnecessary operational clutter.

Assign clients to staff

Assign clients from a staff/client detail action, or select Auto assign beside Set all availability on the Staff page. Client assignment should be completed before generating a roster. The roster engine prioritises assigned and familiar staff.

Availability and care & service plans

Set default staff availability

1. Open Staff and review the Availability column.
2. Select Set all availability.
3. The system creates Australian-standard default availability only for staff who do not already have it.
4. Existing availability is preserved. Run the action again after adding new staff to configure only those missing a schedule.

Set default client plans

1. Open Clients and review the Care plan column.
2. Select Set all care & service plans.
3. The system creates a standard plan and 9:00 AM–5:00 PM service hours only for clients without a plan.
4. Open each client to refine services, meals, medication and tasks according to their actual needs and authorised NDIS supports.

Approve changes

Staff availability changes and profile changes may arrive under Notifications or Change Requests. Compare the current and requested values, then Approve to apply the update or Reject with a useful reason. Client care/service-time changes follow the same controlled review principle where approval is required.

Build and manage the roster

Before auto rostering

• Staff must be assigned to clients.
• Staff availability must be set.
• Clients need care & service plans and service windows.
• Compliance and account status should be current.

Create an automatic roster

1. Open Roster and select Auto roster.
2. Choose the required start and end dates.
3. Confirm generation. Existing rostered dates are not duplicated.
4. Review the calendar and conflicts before publishing operational instructions.
5. Resolve items in the Open Slots queue manually where required.

The engine matches availability and service windows, avoids conflicts, uses assigned staff and prioritises continuity so the same suitable staff member continues supporting the same client where practical. It aims to use one staff member per client per day while respecting the available coverage.

Fill an open slot

Open the slot, review recommended staff and the reason for each recommendation, select an eligible person and assign. Check overlap, travel time, skill/compliance and continuity before confirmation.

Operational controls

Cancellation and replacement workflow

1. Staff submits a cancellation request with reason and any supporting document.
2. The shift becomes Replacement required; the original staff member is no longer treated as available for it.
3. Open Cancellations, filter/search and select Review.
4. Approve to use the best eligible replacement or leave the shift unassigned if no safe match exists. Reject if the request is not accepted.
5. Verify the new assignment and notify affected people according to company policy.

Cancellation records can be exported to PDF or CSV for operational review.

Shift report review

Open Shifts Report, search for staff/client, inspect actual times, notes, tasks, travel and evidence. Correct permitted fields, approve complete records, or reject with a clear reason so the issue can be resolved.

Prices, invoices and reports

Configure prices

Use Prices for activity rates, imports, shift extras, travel, off-days and public holidays. Use NDIS Price Guide to search/import applicable support items. Verify pricing against current agreements and the applicable NDIS Pricing Arrangements before billing.

Staff work report

Open Reports, choose a staff member and date range, then Generate. Only approved shifts from your company are included. Preview the result before using it for payroll or audit.

Plan, payment and account limits

The Dashboard and Staff/Client pages show the current plan, expiry and capacity. A trial allows up to five staff and five clients for 14 days from approval. Pro normally provides a base capacity of ten staff and ten clients, subject to the company’s approved settings.

Request Pro or more capacity

1. Open Pricing.
2. Select Interested in Pro or enter the additional staff+client units required.
3. Follow the displayed manual payment instructions.
4. Upload the payment screenshot/PDF (maximum 5 MB) and enter the transfer reference/payer note.
5. Submit. Features or extra limits activate after payment approval.

Staff dashboard

The mobile-friendly Home screen shows upcoming/assigned work, shift actions, operational notices and recent activity. Use the bottom navigation for Home, Payments and Profile.

1. Review new assignments and client/date/time details.
2. Approve a suitable shift or decline it promptly with the required reason.
3. Open the shift before travel/start to review instructions and care-plan tasks.
4. Use Start a shift only for assigned clients and at the correct service time.

Start and complete a shift

1. Open the shift: Verify client, scheduled time and instructions.
2. Start: Allow location when requested. Shift Link uses it during active work for clock-in/out and work-related travel verification.
3. Deliver support: Follow the care plan and record tasks, meals, medication-related support and relevant progress notes accurately.
4. Record travel: Use the drive/travel tools for authorised work travel; verify start/end and distance.
5. Add evidence: Use the camera only for appropriate care-plan evidence and with consent/company policy. Do not capture unrelated private material.
6. Report incidents: Create an incident report promptly. Optional microphone dictation can transcribe the incident note.
7. Complete: Review actual times, notes, tasks, travel and attachments before submission.

Availability, profile and compliance

Request an availability change

1. Open My Availability from Home/Profile.
2. Add or remove weekly windows, ensuring end time is after start time.
3. Use a dated override for leave, a one-off window or an unavailable day.
4. Submit. The change is sent to the company admin.
5. Wait for approval; the currently approved availability remains effective until then.

Update profile

Open Profile → Details to update allowed information and profile photo (image, under 5 MB). Use Compliance to maintain required screening, checks, licences and documents. Some sensitive updates create an admin change request instead of applying immediately.

Payments

The Payments tab summarises recorded/approved work payments. Query missing or incorrect entries with the company admin; payment statements depend on approved shift records.

Cancel a shift responsibly

1. Open the assigned shift and choose the cancellation action.
2. Select/provide the truthful reason and add supporting evidence when required.
3. Submit as early as possible. For an emergency, also follow the company’s urgent call/escalation policy.
4. The admin reviews the request and arranges a replacement. Do not assume it is resolved until status/communication confirms it.

Do not privately swap a shift with another worker. The replacement must be assigned through Shift Link so availability, compliance, client continuity and reporting remain correct.

Client home

Home provides a simple view of upcoming support and the current care & service plan. If the account is not correctly linked, contact the company rather than creating a second account.

Care plan and schedule

Review the care & service plan

Check service hours, services, meals, medications and daily tasks. Default service hours may initially be 9:00 AM–5:00 PM; these must be updated to reflect the client’s real support requirements.

Request a change

1. From Home, select the care-plan change/request action.
2. Describe what should change and why, including preferred service times where relevant.
3. Submit the request.
4. Wait for the company to review and approve. Check Alerts for updates.

Schedule

Use Schedule to see rostered support. If a shift is missing, duplicated, at the wrong time or shows an unexpected staff member, contact the company promptly. Schedule access is read-only unless a specific change workflow is offered.

Reports, alerts and reviews

Reports

Weekly care reports summarise delivered support and staff involved. Generate an available summary, review it, and download the PDF if required. Report content is based on recorded service data and should be queried with the provider if inaccurate.

Alerts

Open Alerts to view company/client notifications. Use Mark all read after reviewing them; marking read does not approve or resolve an operational request.

Reviews

1. Open Reviews and choose an eligible completed shift.
2. Select a rating and optionally describe the experience.
3. Submit. The review remains pending until moderation/approval.

For safeguarding or serious complaints, use the provider’s formal complaint/incident process rather than relying only on a public-facing review.

Common workflow status

Troubleshooting

Frequently asked questions