Participant Care & Rostering Coordinator, NDIS
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Job Description
NDIS rostering coordinator supporting an Australian disability services provider. Managing participant communications, rosters, complaints, HR inboxes and operational KPIs remotely.
Responsibilities:
- Coordinate rosters, including shift changes, cancellations and additions
- Send fortnightly rosters to participants and staff
- Respond to participant and staff enquiries via phone, email, internal systems and the 1300 line
- Coordinate meet and greets between new participants and support staff
- Manage and organise the shared HR inbox, delegate where needed, and track billable admin tasks
- Handle participant complaints and feedback in line with company policy
- Document and action feedback to support continuous improvement
- Compile and report fortnightly KPIs across participant care, rostering and enquiries
- Provide occasional afterhours on-call support
Requirements:
- At least 2 years' experience in a coordination, scheduling/rostering, or customer-facing administrative role
- Excellent verbal and written English communication
- Strong organisational and time-management skills, with the ability to manage competing priorities in a fast-paced environment
- Comfort handling sensitive, sometimes difficult conversations with professionalism and discretion
- Confidence learning and working across scheduling systems, CRMs and the Microsoft suite
- Experience in disability, aged care or community services (preferred)
- Experience handling formal complaints or feedback processes (preferred)
- Experience compiling or reporting on operational KPIs (preferred)
Benefits:
- 100% work from home
- Complete WFH equipment provided — company laptop and all equipment required for your role
- HMO coverage from Day 1
- 20 days paid leave per year — 15 annual leave + 5 sick leave, accruing from Day 1
- 13th month pay
- Annual rate and performance review
- Full-time, permanent employment with an established Australian company
- Monday to Friday, 7:00am–3:00pm AEST/AEDT
- Comprehensive training and ongoing professional development
- Regular staff events and team activities
- Government-mandated benefits
- Genuine, ongoing training and coaching
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