What Happens If Your Carer Calls in Sick? A Step-by-Step Guide for Direct Payment Employers

For many people who receive Direct Payments, their Personal Assistant (PA) provides essential day-to-day support. When a carer calls in sick, it can be worrying and disruptive, especially if you rely on them for personal care, medication support, or help around the home.

The good news is that there are clear steps you can take to manage the situation while meeting your responsibilities as an employer.

Step 1: Assess Your Immediate Needs

The first thing to do is determine what support you need over the next few hours and days.

Ask yourself:

• Do you need assistance with personal care?
• Do you require support with medication or meals?
• Are there family members or friends who can help temporarily?
• Is there an emergency backup plan already in place?

If your PA’s absence creates an immediate risk to your health or safety, contact your local authority or care provider to discuss emergency support arrangements.

Step 2: Confirm the Absence

Your employee should notify you as soon as possible if they are unable to work due to illness.

Make a note of:

• The date and time they informed you
• The reason for the absence (if provided)
• When they expect to return

Keeping accurate records is good employment practice and can help if questions arise later regarding sick pay or attendance.

Step 3: Arrange Cover if Necessary

Many Direct Payment employers have a contingency plan agreed with their local authority.

Possible options include:

• Using a backup PA
• Purchasing support from a care agency
• Receiving temporary assistance from family or friends
• Accessing emergency support arranged through your local authority

The options available will vary depending on your Direct Payment agreement and local authority policies.

If you don’t currently have a contingency plan, this may be a good opportunity to discuss one with your social worker or Direct Payments team.

Step 4: Understand Your Sick Pay Responsibilities

As an employer, you may need to pay Statutory Sick Pay (SSP) when your Personal Assistant is unable to work due to illness.

Since April 2026, the rules have changed significantly. Statutory Sick Pay (SSP) is now payable from the first qualifying day of sickness absence, and employees no longer need to earn above a minimum earnings threshold to qualify.

Most Personal Assistants employed through Direct Payments will qualify for SSP when they are unable to work due to illness. However, entitlement can depend on individual circumstances, so it’s important to seek advice if you’re unsure.

Your payroll provider can determine whether SSP is due and ensure the correct amount is paid.

Step 5: Keep Communication Open

Maintaining regular communication helps everyone understand what is happening.

You may wish to agree:

• How your PA will keep you updated during their absence
• Whether they have seen a healthcare professional
• When they expect to return to work
• Whether any adjustments might be needed when they return

Most sickness absences are short-term and can be managed effectively through clear and respectful communication.

Step 6: Update Your Payroll Provider

If you use a payroll service, let them know about any sickness absence as soon as possible.

Providing prompt information helps ensure:

• Pay is calculated correctly
• Any SSP entitlement is applied accurately
• Payroll records remain up to date
• HMRC reporting requirements are met

The sooner your payroll provider receives the information, the easier it is to process the absence correctly.

Step 7: Prepare for the Employee’s Return

When your PA returns to work, it can be helpful to have a brief conversation covering:

• Whether they are fit to resume their duties
• Any temporary adjustments they may need
• Whether there are any ongoing health concerns

For most short-term illnesses, your employee will simply return to their normal duties.

How to Prepare for Future Absences

No one expects their carer to become unwell, but planning ahead can make a difficult situation much easier to manage.

Consider:

• ✅ Having emergency contact numbers readily available
• ✅ Maintaining a list of alternative carers or agencies
• ✅ Keeping key care information accessible
• ✅ Understanding your local authority’s emergency support arrangements
• ✅ Informing your payroll provider promptly about any sickness absence

A little preparation can significantly reduce stress when unexpected situations arise.

Need Help?

Being a Direct Payment employer comes with responsibilities, but you don’t have to manage them alone.

At PayPacket, we help Direct Payment employers navigate payroll, sick pay, holiday pay, pensions, and other employment obligations, giving you peace of mind when circumstances change.

If your Personal Assistant is off sick and you’re unsure what to do next, our team is here to help. Contact us for friendly, straightforward payroll support tailored to Direct Payment employers.