Job Overview

Our client is looking for a Weekend Rostering and After-Hours Officer (NDIS) to keep operations running as reliably on a weekend as on a weekday. This role serves as the single point of contact for shift issues across the weekend window and every after-hours call in the window, keeps rosters published four weeks ahead, monitors social media, completes assigned admin, and captures and passes on leads that support the 12-Month Growth Goals. It replaces the management on-call rotation from 5:00 PM Friday to 6:00 AM Monday. Weekday after-hours (5:00 PM Monday to 6:00 AM Friday) stays with the management rotation.

Reports to: Location Manager

Accountable to: Director (final catch point, for genuine emergencies and matters outside this role's authority)

Works with: Rostering Officer, Programs Manager, Support Coordination Team Leader, HR Manager, Compliance Manager, PA

Schedule: Friday 5:00 PM - Monday 6:00 AM Victoria, Australia Time, with 30 minutes paid break

Responsibilities:

1. Weekend Rostering

• Fill vacant shifts, handle sick calls and no-shows, and confirm shift changes, using the rostering algorithm and checking training and compliance status in Zoho.
• Build and publish rosters four weeks in advance (six weeks in holiday periods), in line with the Rostering Officer Handbook.
• Escalate any shift that cannot be filled compliantly to the Location Manager.

2. After-Hours and On-Call

• Be first responder for every after-hours call from 5:00 PM Friday to 6:00 AM Monday: participant safety, restrictive practice, staff issues, building/security/OHS, and media or reputational matters.
• Follow the escalation path for each call type, take details only on media enquiries, and take no independent action on restrictive practice incidents.
• Log every call in the After-Hours Element Chat as it happens, and in Brevity where a participant is involved.

3. Marketing

• Monitor the client's social media channels and respond to routine enquiries using approved messaging.
• Publish content that has already been approved by the Director. This role does not create or approve new content.

4. Admin

• Complete admin tasks assigned through Adapt by Lumia, such as inbox triage, data entry, and preparing drafts for review.
• Keep Adapt by Lumia tasks current.

5. Lead Generation

• Log every enquiry or lead in Adapt by Lumia the same day, respond using approved wording, and pass it to the right owner.
• Research referral sources and follow up using pre-approved materials. Do not quote prices, confirm funding, places or availability, or give clinical advice.

6. Reporting

• Hand over to the Rostering Officer, Location Manager, PA, and other task owners at 6:00 AM every Monday.
• Send the Weekly Handover and End-of-Week Report to the Location Manager.

Requirements Essential:

• Experience in rostering, scheduling or coordination, ideally in disability, aged care or community services.
• Able to stay calm and follow a set process when handling urgent or distressing calls.
• Clear written and spoken communication, including appropriate tone on social media.
• Confident learning and using multiple systems (Brevity, Zoho, Element, Adapt by Lumia, Google Drive).
• Sound judgement about when to act and when to escalate.
• Commitment to privacy and confidentiality of participant information.
• Current NDIS Worker Screening Check and Working with Children Check, or willingness to obtain them before starting.

Desirable:

• Knowledge of the NDIS, support work and shift-based rostering.
• Experience with social media management or lead follow-up.
• First Aid certificate.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.