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Amazon DLS, ERC, Sedgwick, HR, and AMCARE — who handles what

On the leave and accommodation path, a state-licensed provider completes the DLS (Amazon's Disability and Leave Services) form after a real evaluation. The rest of this page maps who owns work injuries, pay, callouts, and site HR questions.

Published by Certicare — an independent paid service, not affiliated with Amazon. Amazon makes the final decision on leave requests.

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Completed and signed by a state-licensed provider
$49 flat — refunded if the form can't be completed
Usually within 24 hours after we have everything needed

Who do I even call?

Leave, disability, or an accommodation goes to DLS. A work injury goes to Sedgwick. Pay, benefits, or a callout goes to ERC in the A to Z app or the HR support line. Building-specific problems go to your site HR. AMCARE is on-site first aid only and doesn't handle leave or workers' comp paperwork.

Leave, disability, or accommodation A work injury on the job Callout, pay, or an HR question

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Who handles what

DLS Disability and Leave Services
HandlesLeaves of absence, disability, and accommodations — where leave forms, Physician Statements, and RFIs go.
How to reach itOpen a case in the A to Z app, or call 1-888-892-7180 and choose Option 1 for DLS. Your deadline is in your DLS case message.
Not forWork injuries, pay questions, or reporting a single callout.
Certicare fits here: a state-licensed provider completes the DLS form after a real evaluation. $49 flat, refunded if it can't be completed.
ERC Employee Resource Center
HandlesPay, benefits, general HR questions, and reporting an absence (the callout line).
How to reach itThrough the A to Z app, or call the HR support line at 1-888-892-7180 (open 24/7).
Not forLeave paperwork, accommodations, or work-injury claims.
HR Your site HR team
HandlesBuilding-specific issues, in-person questions, and escalations local to your own site.
How to reach itIn person at your site's HR desk, or the site HR contact posted in your building.
Not forLeave cases, workers' comp, or company-wide pay issues.
Sedgwick Workers' comp claims administrator
HandlesWorkers' compensation claims for injuries that happened at work.
How to reach itUse the claim number and contact in your own Sedgwick claim message, or ask your site about opening a workers' comp claim.
Not forLeave of absence, accommodations, or general HR questions.
AMCARE Amazon Wellness Center (formerly AMCARE)
HandlesBasic first aid on site — cuts, scrapes, and everyday aches.
How to reach itWalk in at the on-site AMCARE station during your shift.
Not forDiagnosing conditions, leave paperwork, or workers' comp claims.

DLS or Sedgwick — who handles my leave?

DLS handles leaves of absence, disability, and accommodations. Sedgwick handles workers' compensation, the claim you open when an injury happened at work. If your time off is about a medical condition or an accommodation, that's a DLS case, not a Sedgwick claim.

If your own case message routes you to Sedgwick for a leave, follow that message. When two teams both seem possible, answer the one that sent you a deadline first. The entity holding your clock is the one that can close your case.

ERC vs DLS — what's the difference?

ERC is the help line for pay, benefits, and general HR questions, and it's also where you report a callout. It's the first stop for "my paycheck is wrong" or "I need to report an absence today."

DLS is a separate team, only for leaves of absence, disability, and accommodations. Reporting an absence to ERC and opening a leave case with DLS are two different actions. If you need time protected for a medical reason, or a form completed for a leave or accommodation, that part is DLS.

The same HR support line, 1-888-892-7180, reaches both and is open 24/7. Choose Option 1 for DLS. Use it to open a case by phone, confirm DLS received your documents, or ask what's still outstanding, and have your login and case number ready.

1-888-892-7180 Option 1 → DLS Leave, accommodations Other options → ERC Pay, benefits, callout

Phone menus and hours can change. If your options differ, follow what the line tells you.

Who do I call for a work injury?

For a serious or emergency injury, get medical help first. For an injury that happened at work, report it through your site's injury process; Sedgwick usually administers the workers' compensation claim. AMCARE, the on-site station, treats basic first aid like cuts, scrapes, and minor aches, but it doesn't diagnose complex conditions or handle claim paperwork.

A workers' comp claim and a DLS case can run at the same time. If the injury also keeps you off work or needs job restrictions, you may have a separate DLS leave or accommodation case. DLS won't process the workers' comp claim itself; Sedgwick handles that side.

Where Certicare fits

Certicare touches one row on this page: the DLS leave, disability, and accommodation path. If DLS is asking for a completed form, a state-licensed provider completes and signs the exact form after a real evaluation.

You answer a short online questionnaire, with no video visit, and the completed form arrives by email, usually within 24 hours after we have everything needed. The fee is $49 flat, refunded if the form can't be completed. Amazon makes the final decision on leave and accommodation requests.

$49 flat — refunded if the form can't be completed
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$49 covers this request: clinical review, the DLS form it needs, and any DLS verification, clarification, or corrections on that form — no additional charges. A later extension, return-to-work form, new condition, or other additional form is a separate request with its own fee. If your form hasn't been delivered yet, you can request a full refund.

Certicare is not affiliated with Amazon. Amazon makes the final decision on leave and accommodation requests. This page is general information about the leave process, not legal advice.

Do I call HR or DLS?

For a leave, disability, or accommodation, open a case with DLS. Your site HR can't process that paperwork. Use HR for building-specific issues or to escalate something local to your site.

DLS keeps saying "insufficient documentation" — who do I contact?

That message comes from DLS, so DLS is who you respond to, by the deadline in your case message. It usually means a form wasn't completed the way DLS asked. A state-licensed provider can complete the exact DLS form to its requirements; Certicare does this for $49.

What does AMCARE actually do?

AMCARE (now the Amazon Wellness Center) is the on-site station for basic first aid like cuts, scrapes, and everyday aches. Per Amazon's own materials, it doesn't diagnose or treat complex conditions and doesn't handle leave or workers' comp paperwork.

I got hurt but it's minor — where do I go?

For minor scrapes or aches during your shift, AMCARE can treat first aid on site. If it turns out to need more than that, open a workers' comp claim with Sedgwick, not a DLS leave case.

I reported my absence to ERC. Am I done?

Reporting a callout to ERC covers the attendance side, but it doesn't open a leave case. If the absence is for a medical reason you need protected, open a separate DLS case for the leave or accommodation.

Founded by someone who's been there

Rebecca Martel, APRN, FNP-BC

Rebecca Martel, APRN, FNP-BC, is a family nurse practitioner who has completed hundreds of these forms. As a neurodivergent person who lost jobs to cyclical burnout early in her career, she knows what's at stake when paperwork stalls.

APRN, FNP-BC Licensed in New York State Board Certified in Family Health

Reviewed July 16, 2026 · Rebecca Martel, APRN, FNP-BC

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Certicare is not affiliated with Amazon. Amazon makes the final decision on leave and accommodation requests. This page is general information about the leave process, not legal advice.

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