Welcome to ShiftCare!

This comprehensive help guide will take you through the entire ShiftCare setup process step-by-step, and contains links to relevant articles along the way.

This article assumes you have either subscribed or are trialing ShiftCare, and have an active Xero subscription.

Throughout this article, we've included yellow 'TASK' icons. These link to articles within our Help Centre which will guide you through each step in greater detail.

If you have any questions along the way, please reach out to our Support team via our online chat, available when you're logged into ShiftCare,
or email support@shiftcare.com

Setup Stages

Below we have eight steps to get you on your way...

1. Setting up Staff Pay Groups & Allowances (what you pay your staff)

2. Setting up NDIS Pricing and/or custom pricing (what you charge your clients)

3. Creating Carer (staff) and Client Profiles

4. Scheduling/Rosters

5. Introducing the ShiftCare mobile app to your Staff and Carers

6. Generating time-sheets

7. Generating invoices & bulk NDIS claims with PRODA (Pro plan subscribers)

8. Generating Reports in ShiftCare

Step 1 - Setting up Staff Pay Groups & Allowances

Pay Groups

Pay Groups within ShiftCare allow the flexibility to assign varying payroll categories to staff. When you sync time-sheets from ShiftCare to Xero, the Pay Item names within each Pay Group tell Xero what pay rates to assign staff in their time-sheets.

Once complete, ShiftCare can sync your staff time-sheets to Xero in seconds, and create draft time-sheets in Xero ready for your review and approval. We'll show you how this is done a little later when we cover 'Generating time-sheets'.

Pay Groups are assigned to each of your staff from within their staff profile page. Depending on how you have Xero set up, the pay rates could apply to the entire 'Care Worker' pay group, or you may have pay templates set up for individual staff that are assigned to the 'Care Worker' pay group.

All staff pay rates are stored in Xero

ShiftCare is simply telling Xero the number of hours worked,
and the pay item to associate for these hours based on the
day of week, and the time the shift occurred.

The Xero Pay Items shown above are synchronised with your Pay Items in Xero for each Pay Group created. These should be set up prior to creating your Pay Groups in ShiftCare.

You can set up an API sync between ShiftCare and Xero so that time-sheets can be transferred from ShiftCare to Xero on a weekly or fortnightly basis to process your payroll. This is highly sought after because it will reduce the manual entry of data into Xero.

Below, we'll show you how to sync the pay items in Xero so they are available within the 'Xero Pay Item' drop down in ShiftCare (highlighted in the red rectangle above).

Please complete the steps in this article...
Setting up for time-sheet sync with Xero

Rostering staff for Office or Admin work?

Staff on salaries (such as Admins) are usually paid directly via your Xero payroll. There is no need to roster Admins into ShiftCare, but if you would like visibility of your Admins within the ShiftCare scheduler, please refer to our article on
Rostering staff for Office or Admin work


Allowances can be used within ShiftCare for items such as expenses, mileage, overriding Pay Items or hours, or providing one-off shift allowances for First Aid Certification for example.

You may also want to roster staff for an eight-hour sleepover, but instead of paying staff for eight hours, you may want to pay them a one-off sleepover allowance meaning the staff are rostered for eight hours in the scheduler, but only paid the sleepover allowance on their time-sheet.

To set up allowances in ShiftCare, please follow the steps below.

Please complete the steps in this article...
Setting up Allowances

Later, we'll show you how to assign Pay Groups and Allowances to your staff member's profile pages and how to attach allowances to shifts.

Allowances can be assigned using two methods

Attach an allowance to a shift to cover sleepovers, mileage and other expenses.

Attach a permanent allowance to a staff member's profile (for First Aid certification for example). This will be paid automatically for each rostered shift the staff member completes.

We'll be covering this in the 'Creating Staff and Client Profiles' section later.

Great work!
You've completed Step 1

Step 2 - Setting up NDIS Pricing and/or custom pricing

Importing NDIS Price Books

NDIS providers can import NDIS price books which will copy across the support item codes needed to submit a claim through PRODA, and allow you to generate invoices with ease.

In this section, we'll show you how to import NDIS price books into ShiftCare as well as create your own custom pricing.

Unsure what the differences are between Prices and Pay Items?

Click here to find out more

To get started with setting up your NDIS pricing, follow the steps in the article below. If you need help, please reach out to our Support team for assistance.

Please complete the steps in this article...
Import NDIS Price Guide

Custom Price Books

If you won't be using NDIS pricing, or you would like to create your own custom pricing for charging your clients, ShiftCare lets you create these in a few simple steps which we'll take you through below. Note that you can use a combination of NDIS and custom pricing if required.

You've now completed setting up your Client Pricing in ShiftCare! For additional information on Pricing, please refer to the related articles below.

Great work!
You've completed Step 2

Step 3 - Creating Carer (Staff) and Client Profiles

Inviting Carers to use ShiftCare

Before being able to assign shifts and create schedules for Carers (or Staff), you must have their details entered into ShiftCare. When you add Carers to ShiftCare they will receive an email inviting them to complete their account and set a password.

In the following task, we'll take you through:

  • Creating a Carer or Office user

  • Editing their details

  • Re-sending invites

  • Profile settings

  • Adding next of Kin

  • Payroll settings

  • Adding Staff documents

Do you have a lot of staff and clients to enter?

If you have a number of staff and clients to enter into ShiftCare, please contact us and we can provide you with spreadsheet templates to complete.

Send the completed templates back to us and we'll upload them into ShiftCare to save you all that typing!

Please follow the steps in this article...
A complete guide to managing Carers & Office users

Creating Client Profiles in ShiftCare

Before assigning Carers, creating Teams or creating schedules, you must have your Client data entered into ShiftCare.

In the following task, we'll take you through:

  • Adding a new Client

  • Adding Client Demographic Details

  • Uploading a Client photo

  • Creating additional contacts

  • Additional Settings & Information

  • Adding Funds to Client profiles

Client Fund Management

Fund management allows you to keep track of the client's NDIS fund balance by subtracting invoiced amounts from the fund amount you entered. Entering client fund details is optional. The balance of the fund (whether positive or negative) will not affect your ability to roster additional shifts for your clients. It's simply a guide to give you an estimate of the remaining funds available.

Please follow the steps in this article...
A complete guide to creating Client profiles

Great work!
You've completed Step 3

Step 4 - Scheduling/Rosters

Getting Started with Scheduling

The scheduler interface is a critical tool to enable simple communication between staff, admin and clients. In the following guide, we go through some of the essential features to help you navigate and schedule with ease.

Please follow the steps in this article...
Scheduler Interface and Navigation

Editing Shifts

When changes occur in a business you need to easily edit individual shifts in the scheduler. In this step, we'll be covering:

  • Basic Edit View - edit: Client; Time & Location; Carer; Instructions.

  • Advanced Edit View - in addition to the above, edit: Multiple Clients & Carers, Type of shift, Tasks, Split shifts.

Please follow the steps in this article...
Editing Shifts

Scheduling Split Shifts - charge different rates for the same shift

Client schedules can vary throughout the shift. To allow for simple scheduling the roster can be split one or more times to allow for multiple activities with different pricing. To split a shift advanced edit mode must be used. The functionality will be explained through creating a new shift, although you can edit an existing shift in the exact same way. This guide will run you through:

  • Creating a new shift

  • Splitting the client roster

  • Common issues with carer-to-client ratio and solutions

Recurring Shifts

Creating recurring shifts is a great way to save time when scheduling. A recurring shift is defined as a shift that is for the same carer and client, at the same time of the day, duration and location, that occurs on two or more different days. Shifts at different times, and for different carers are considered unique shifts.

Please follow the steps in this article...
How to create a recurring shift in the Scheduler

Need to extend or change a recurring shift?

A recurring shift that is reaching its last 20% of the allocated time will be shown in the Scheduler with a grey recurring symbol.

You can easily change the end date of a recurring shift to extend the program end date. Click here to find out how to extend a recurring shift.

If you need to edit the pattern of a recurring shift, rather than deleting the recurring shift and creating a new one from scratch, you can copy the existing shift and modify the recurrence.

How do I copy shift details to a new shift?

When creating a new shift, you can easily copy the details from a previous shift to the new one. Great for when you have complex split shifts, tasks and instructions contained within your shifts.

Scheduling Sleepovers

Here we'll guide you through the steps and components needed to successfully roster a sleepover or night shift, and refer to some tips and tricks to correctly set up pay group times, sleepover allowances, and shift types for a sleepover or 24-hour shift.

In this task, we'll cover:

  • Shift types: Sleepover or night shift

  • Sleepover allowances

  • 12 am threshold for pay groups and standard scheduler shifts

  • Rostering a sleepover shift in scheduler

Please follow the steps in this article...
How to roster a sleepover or 24-hour shift

Need to schedule breaks?

Click here to find out the impact of adding break times to a shift

Additional Scheduling Resources

We have over 20 additional articles to help you with all your scheduling needs. Our comprehensive Help Centre covers all you need to know from the basics in generating shifts through to advanced features such as managing attendance and shift costs.

You can access our full collection of Scheduling articles here. As always, if you have any questions on scheduling, please reach out via our online chat channel or email our Support team for further assistance - we're here to help!

Great work!
You've completed Step 4

Step 5 - Introducing the ShiftCare mobile app to your Staff

The Carer's Guide to all things ShiftCare

When you're ready to unleash ShiftCare on your staff, we recommend sharing our comprehensive collection of help articles which will explain everything from downloading the ShiftCare app onto their phone, right through to adding client notes, logging mileage, clocking in and out of shifts and more.

To view our complete collection of articles click here, or you can copy the link below and email it to your staff so they have all the information they need.


Can I perform Admin functions on the mobile app?

The mobile app is not designed for performing Admin functions such as scheduling. If you're an Admin out in the field, you can perform these functions using an iPad or similar device by logging into the ShiftCare web portal using your device's browser (Chrome or Safari for example), and logging into app.shiftcare.com

Great work!
You've completed Step 5

Step 6 - Generating Time-sheets

Generating Time-sheet Reports

As we covered setting up time-sheet sync with Xero in the Pay Groups section above, we'll now move on to how to access, view and verify carer time-sheets as well as quickly approve or reject all shifts.

Missed our Time-sheet and Payroll webinar?

For a detailed look into time-sheets and payroll, check out our webinar article here.

What if a Staff member forgets to clock in or out?

If a staff member forgets to clock in or out, the time-sheet will automatically pick up the shift attendance based on the allocated time of the shift. Alternatively, staff are able to add a note to the shift to advise of their correct clock in and clock out time which can be easily confirmed when reviewing the carer's time-sheet.

Automate clock in and clock out approval

Based on the successful clock in/out times you can set time-sheets to be automatically approved based on an attendance threshold.
Click here to find out more

Troubleshooting Xero times-sheet sync issues

Below, we've listed a few tips to help you with some common Xero sync issues.

Failed to create Xero timesheet

If you receive the above error, the first thing to do is make sure all employee emails match within ShiftCare and Xero. Xero will use the email address in ShiftCare to match with the records in Xero.

To check which staff member is causing the issue, you can individually sync each staff member's time-sheet to Xero from the ShiftCare Time-sheet Report. You will receive an error if the staff member's email does not match in Xero.

Pay period did not match Xero

If you receive the error:

"A validation exception occurred. Provided period doesn't correspond with a pay period" 

Please check the pay period dates are identical in both systems.

Pay Item not found

You can get this error for a number of reasons. We will go through some of the common ones here:

  1. If you have changed or updated pay items within Xero, they should be updated within ShiftCare as well. If not, Xero will complain with a 'Pay Item not found' error. You can follow the steps here to re-sync Pay Items from Xero within ShiftCare.

  2. Pay Group may have been incorrectly assigned to staff. If a given Pay Group does have Xero Pay Items mapped, then the sync will throw this error too. In this case, review your Pay Group settings to ensure that Pay Items are correctly mapped.

  3. Pay Items may have an effective date in future. This means that the system is unable to pick up any Pay Items for a given shift. Moving the effective date well into the past can fix this issue.

  4. Pay Group may have missing time gaps. This is one of the most common mistakes. It is quite easy to overlook time periods for which there is no Pay Item set. For example, in the image below there is no Pay Item mapped for 12 am to 6 am on weekdays. If staff have a shift finishing before 6 am, it will lead to the above error during time-sheet sync.

What if I need to make changes to the draft time-sheet in Xero?

If you find that the information that has been sent from ShiftCare to Xero needs to be updated then please first delete the draft time-sheet which has been created in Xero for your staff member during the sync process.

Once you have deleted the draft time-sheet in Xero you can make the adjustments to the time-sheet in ShiftCare and re-sync the information with Xero.

Great work!
You've completed Step 6

Step 7 - Generating invoices & NDIS claims with PRODA

Please note this section applies to ShiftCare Pro and Premium Plans.

Choose who the invoice is addressed to

When raising an invoice it's possible to automatically have it addressed to the client's Additional Contact (for example a Service Provider).

Please follow the steps in this article...
Choose who the invoice is addressed to by default

Generating Invoices

Bulk Invoicing is ideal for when you have a lot of clients to bill for multiple shifts, such as at the end of a billing cycle. Use the Bulk Invoice wizard to quickly create and send invoices to all of your clients.

Please follow the steps in this article...
Generate bulk invoices

How do I void an Invoice?

If you've generated an invoice and need to change details of a shift such as timesheet or client billing items, you will notice that the shift is locked as it's been marked as invoiced. To make changes you must void the invoice in order to make changes to the shift, then re-generate the invoice.
Click here to find out how

Exporting Invoices to Xero

Once your invoices have been generated, you can export the information for direct upload into Xero. The task below will take you through this step-by-step process.

Please follow the steps in this article...
Exporting invoices to Xero

NDIS bulk claims

You can easily generate bulk claims for the services you provide by using the NDIA's PRODA portal. This task will show you how to generate your PRODA bulk claim file and upload it using the NDIA's web portal.

Please follow the steps in this article...
NDIS Bulk Claims

Importing NDIA/NDIS payment receipts

Once you've submitted your PRODA bulk claim, you can import the NDIA/NDIS payment receipt into ShiftCare to mark your invoices as paid.

Please follow the steps in this article...
Import NDIA/NDIS payment receipts

Missed our Invoicing webinar?

For a detailed look into getting started with invoicing,
check out our webinar article here

Find out more...

Click here to view our comprehensive library of Invoicing articles

Step 8 - Generating Reports in ShiftCare

What Reports are available in ShiftCare?

ShiftCare offers a range of tailor-made reports to let you review your organisation's overall workflow. For a full list of all the reports available in ShiftCare check out our comprehensive range of Help Centre Report Guides.

You've completed all the steps!
Don't forget our Support team is here to help via our online chat which is
available when you log in to ShiftCare, or via email at support@shiftcare.com

Welcome to the ShiftCare Team!

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