Overview

ShiftCare offers flexible role-based access control, allowing you to assign different levels of permissions to your staff based on their responsibilities. Roles determine:

What features certain staff/users can see and interact with
The level of control they have over each feature (view-only, edit, update, add, archive information)

Assigning the correct roles ensures users can do their work without accessing data or features they don’t need. Thus, it is crucial to assign appropriate roles to all your team members.

You can choose from standard roles provided by ShiftCare or create custom roles tailored to your organisation’s structure.

In this article, we will cover:

Standard Roles
Custom Roles
- Create a New Custom Role
- Tips for Managing Custom Roles
Account Owner Role

Standard Roles

To help determine which role to assign to each member, below is an overview of the most commonly used standard roles:

Role	Access Summary
Admin	Full access to all features. Can view, edit, add, update, and archive any information on any feature.
Coordinator	Ideal for team leaders or coordinators. Can manage some client details.
HR	Suited for the human resources team. Primarily focused on staff-related access.
Ops	Can create and edit staff and client profiles and manage rosters. Cannot generate invoices or access organisation-wide billing reports, but can view individual client billing reports and total amounts for the shifts.
Office Support	Designed for office finance/admin teams. Primarily focused on invoice creation.
Staff	Best used for care workers, support workers, or carers. Can manage availability, clock in/out, view shift details (including description/date/time/location/client name), add shift notes, and view client documents.
Kiosk	For use in group homes with reception areas using a shared tablet or computer. Click here to know more.
Account Owner	Has Admin access plus additional permissions. See the Account Owner section for details.

For a more detailed outline, please refer to this table outlining the access level of each user type:

✅ Full access

❌ No access
👁 View only

Menu	Admin	Coordinator	HR	Office Support	Ops	Staff
Scheduler	✅	✅	✅	👁	✅	👁
Staff	✅	👁	✅	❌	✅	❌
Clients	✅	✅	❌	✅	✅	❌
Incidents	✅	✅	✅	✅	✅	✅
Invoices*	✅	✅	❌	✅†	❌	❌
Reports	✅	✅	✅**	✅†	✅**	❌
Account Settings	✅	❌	❌	❌	❌††	❌
Edit Client Notes	✅	❌	❌	❌	✅	❌
Bulk SMS	✅	❌	❌	❌	❌	❌

👉🏽 Level of access decreases from left to right. A user with a lower-level role cannot invite or change the access of someone with higher access. For example, an Ops user cannot change an Admin user’s role, but an Admin can change an Ops user’s role.

* Generation and management. Requires a Pro or Premium subscription to access this feature.
** No financial reports shown.

† No staff management report types (e.g. timesheet and KPI). Exports cannot be downloaded via the notifications in the software, but they can be downloaded via the notification email.

†† The Ops role can only access Reminders.

Click here to learn how to control access to sensitive data relating to clients, communications, forms and staff.

Custom Roles

Custom roles allow administrators to tailor user access levels within the software by creating roles with specific permissions and restrictions, ensuring users only see the features they need.

📰 Click to see detailed steps on creating custom roles

Create a custom role when:

None of the standard roles (e.g. Admin, Ops, HR) meet your needs.
You want to restrict access to areas like Invoicing, Reporting, or Team Management.
You need to maintain data security while supporting specific operational access.

Create a New Custom Role

Go to Settings > Roles in the menu, then click New Role.
Start with an existing role such as Ops or Admin to prefill default permissions. You’ll be able to customise everything later.
Enter the details of the new role.
- Role Name – Use a clear, descriptive name (e.g. “Finance Viewer – Invoices Only”, “Finance Assistant”).
- Description – Summarise what the role does and its intended access level. This will be helpful for audits and team management.
Configure role permissions. Click Expand All to reveal the categories and toggle each box based on what the user should be able to access. Click here to see definitions of each category.
Click Save to finalise the custom role.
You can now assign this role to any user through their Staff Profile > Settings > Role.

Tips for Managing Custom Roles

Use clear role names to avoid confusion.
Review roles quarterly or when staff responsibilities change.
Test roles using a dummy account to confirm permissions are working as expected.
Avoid assigning access to sensitive features like account settings or payroll unless absolutely required.

Account Owner

Every ShiftCare account must have at least one user with the Admin role. Typically, this is the person who created the account. This person is designated as the Account Owner.

In addition to full admin access, the Account Owner can enable PDF file downloads via the app (these are read-only by default). This setting is available in the Account Settings page.

Read this to learn how to change the owner of your ShiftCare account.

Roles