When You’re Running Late or Can’t Make Your Shift

At some point, this will happen to most support workers.

You might:

Support work happens in real life, and real life isn’t always predictable.

What often matters most is how the situation is handled once you realise you’re going to be late or can’t make the shift.

Why this can matter more than people realise

Turning up when you said is usually an important part of the support itself.

For the person you support, your shift might be a big part of what their day is built around.

If someone is late or doesn’t arrive, it can sometimes mean the person is:

Often the uncertainty makes the situation harder.

A simple rule of thumb

Let someone know as early as you can.

As soon as you realise:

It’s usually better to say something early rather than waiting and hoping the situation sorts itself out.

Who you might need to tell

This depends on the setup, but it could include:

If you’re unsure, it’s usually safest to follow whatever process is in place and make sure someone responsible for the shift knows what’s happening.

How to communicate it

Keeping the message simple and clear usually works best.

For example:

“I’m really sorry, I’m stuck in traffic and will be about 20 minutes late.”

or

“I’ve woken up sick and won’t be able to come in today. I’ve let the provider know so they can try to organise another worker. I’m sorry that this has probably disrupted your day.”

Clear information often helps people adjust their plans.

If you can, help solve the problem

If you work for a provider, they should organise cover.

Giving them as much notice as possible makes that easier.

If you work independently, you might need to help organise a replacement or talk through a backup plan with the person or their family.

Even when a situation can’t be fully fixed, being proactive often helps.

When you arrive

If you were late, it usually helps to acknowledge it.

A simple apology is often enough.

For some people, waiting can be frustrating or disruptive to their routine. Giving them space to say how it felt can also be helpful.

It doesn’t need to be a big conversation. Just recognising it can go a long way.

What this often comes down to

Things go wrong sometimes and that’s part of life and part of work.

In support work, reliability matters. So does how situations are handled when they don’t go to plan.

Often it’s the communication and follow-through that people remember most.