Is this normal?

Hi everyone!

I’m an hourly RPh and was under the impression that if anything comes up with the schedule, I can email the scheduler and ask for help to change it. My old scheduler would always helped when I asked. However, I was assigned a new scheduler a few months ago and most of the time when I emailed them, they would ask me to email the store PIC to change it because they are busy. Not sure if this is how it’s supposed to be. Thank you!