Operations Support Officer | Make a Difference Every Day

Colac Otway Disability Accommodation Inc – Colac VIC

Full Time | Colac, VIC

SCHADS Award Level 3 + Salary Packaging Benefits

Are you an organised, solutions-focused professional who enjoys helping teams run smoothly and making a practical difference behind the scenes?

We are seeking an Operations Support Officer to join our team and provide essential operational, administrative and coordination support that enables quality services for the people we support.

This role is ideal for someone who enjoys variety, thrives in a busy environment and takes pride in being the person who helps connect the dots across systems, processes, people and day-to-day operations.

Position Purpose

The Operations Support Officer plays a critical role in ensuring the smooth day-to-day operation of the organisation by providing high-quality organisational, customer service and operational support across multiple business functions.

This position is responsible for assisting with workforce coverage, supporting operational systems, identifying opportunities to improve business processes, maintaining accurate records, and delivering exceptional customer service to participants, families, employees and stakeholders.

The role requires initiative, sound judgement, strong organisational skills and the ability to adapt to changing priorities while working within established policies, procedures and legislative requirements.

The Operations Support Officer contributes to continuous improvement by identifying operational efficiencies, supporting quality outcomes and promoting a positive client experience at every interaction.

Key Responsibilities

Client Experience

- Deliver professional, responsive and respectful client service to participants, families, employees and external stakeholders.
- Respond to enquiries via telephone, email and face-to-face communication.
- Resolve routine customer concerns using sound judgement and established procedures.
- Escalate complex matters appropriately while ensuring timely follow‑up.
- Promote a positive customer experience through proactive communication and relationship management.

Operational Support

- Assist with day-to-day operational activities to support service delivery.
- Assist with workforce scheduling,



filling vacant shifts and coordinating roster changes.
- Support operational requirements and respond to changing business priorities.
- Support managers to ensure services operate efficiently and effectively.
- Assist with coordination of projects and operational initiatives.

Business Administration

- Maintain accurate electronic records and documentation.
- Prepare reports, correspondence, meeting documentation and operational information.
- Manage confidential information in accordance with organisational policies.
- Support compliance activities including audits, documentation reviews and reporting requirements.

Systems Administration

- Operate and maintain organisational software systems.
- Identify system issues and work with managers to resolve operational problems.
- Assist with system improvements, testing and implementation of new processes.
- Support employees in the effective use of business systems.
- Contribute to maintaining data integrity and reporting accuracy.
- Identify opportunities to improve workflows and operational efficiency.
- Recommend practical solutions to enhance service delivery and customer outcomes.
- Participate in quality improvement initiatives.
- Assist with development and review of operational procedures.
- Support implementation of organisational improvement projects.

Team Support

- Provide operational guidance and assistance to employees.
- Assist with onboarding and workplace orientation of new staff.
- Support managers in coordinating day-to-day operational activities.
- Contribute positively to a collaborative and high-performing team environment.
- Share knowledge and assist colleagues to achieve organisational objectives.

Compliance

- Work within relevant legislation, including the NDIS Practice Standards, privacy legislation and workplace health and safety obligations.
- Maintain confidentiality at all times.




- Identify and report operational risks.
- Ensure work practices comply with organisational policies and procedures.

Selection Criteria

- Demonstrated experience in administration, customer service or operational support.
- Excellent organisational and time management skills.
- Ability to manage competing priorities in a fast-paced environment.
- Strong written and verbal communication skills.
- High level of computer literacy and confidence using multiple software systems.
- Experience with shift fills or workforce coordination.
- Ability to identify operational issues and recommend practical improvements.
- Strong attention to detail and accuracy.
- Ability to work independently while contributing effectively to a team.
- Demonstrated commitment to maintaining confidentiality and professionalism.
- Understanding of the disability or community services sector (desirable).

Personal Attributes

We are seeking someone who demonstrates our organisational values every day.

- Professionalism
- Respect
- Do No Harm
- Energy

Skills and Knowledge

- Strong administrative capability.
- Sound problem‑solving ability.
- Demonstrated organisational capability.
- Competence using Microsoft Office and business management software.
- Understanding of records management principles.
- Ability to identify opportunities for operational improvement.
- Ability to interpret and apply organisational procedures.

Qualifications

- One of the following: Certificate IV in Business, Business Administration, Community Services or related field; or
- Relevant experience demonstrating equivalent skills and knowledge.

Mandatory Requirements

- National Police Check.
- NDIS Worker Screening Check (where required).
- Current Working with Children Check (where applicable).
- Current Driver Licence (desirable).

What We Offer

- Full-time employment opportunity based in Colac, Victoria.
- SCHADS Award Level 3 salary conditions.
- Salary packaging benefits.
- A supportive and collaborative team workplace.
- The opportunity to contribute to meaningful services that make a difference in people’s lives.

We value inclusion and welcome applications from all suitably qualified candidates.

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📌 Operations Support Officer (Colac)
🏢 Colac-Otway Disability Accommodation
📍 Colac