About the role

Care FNQ is looking for a reliable, professional and calm After-Hours Receptionist to join our team in Cairns.

This is an important operational role providing the central point of contact for Care FNQ outside standard office hours. You will be responsible for answering and triaging incoming calls, supporting urgent roster requirements, assisting Support Workers with routine after-hours matters, reviewing operational information, maintaining accurate records and escalating matters when required.

This role would suit someone who enjoys working independently, is confident dealing with people and unexpected situations, and can remain calm and professional when things don't always go to plan.

This is an onsite position based at our Care FNQ Head Office in Cairns.

Hours of Work

We are seeking 2–3 part-time employees to share after-hours coverage across the following periods:

Monday to Friday
? 4:00pm – 8:00pm

Saturday, Sunday & Public Holidays
? 6:00am – 10:00pm

The role is part-time, with regular hours allocated across the above coverage periods.

You will not be required to work all of the hours listed above. The purpose of recruiting multiple employees is to share the after-hours coverage across the team.

However, reliable availability and flexibility are important requirements of the role. As part of a small after-hours team, employees will be expected to assist with additional coverage when another team member is unavailable due to sick leave or annual leave, where reasonably required.

This means successful applicants will need to be comfortable working evenings, weekends and public holidays, depending on their agreed roster and availability.

What You'll Be Doing

As an After-Hours Receptionist, you will play an important role in maintaining the continuity of Care FNQ's services outside standard business hours.

Your responsibilities will include:

- Answering and triaging incoming after-hours telephone calls

- Responding professionally and respectfully to participants, families, Support Workers and other stakeholders

- Assessing the nature and urgency of enquiries and identifying any immediate risks

- Responding to routine matters within the scope of the position and established procedures

- Identifying matters requiring immediate action or escalation

- Supporting urgent roster coverage when Support Workers become unavailable

- Reviewing roster information and worker availability

- Contacting suitable and appropriately trained workers to fill urgent roster gaps

- Confirming urgent shift coverage where authorised

- Providing appropriate after-hours support and guidance to Support Workers within your training and delegated authority

- Recognising matters requiring management, clinical, emergency or safeguarding escalation

- Contacting emergency services where required

- Reviewing shift notes and relevant operational records

- Identifying concerns relating to health changes, medication, behaviours of concern, safeguarding, missing persons, incidents,



complaints or service disruptions

- Identifying property, security or service delivery risks

- Reviewing daily timesheets and identifying discrepancies or unsupported variations

- Processing staff compliance documentation in Visual Care and SharePoint

- Maintaining accurate, secure and appropriately controlled administrative records

- Ensuring important information is clearly documented and communicated

- Providing clear written and verbal handovers to the appropriate team for follow-up

- Maintaining a professional, organised and confidential office environment during after-hours periods

The role requires sound judgement and initiative, while understanding the limits of the position and knowing when a matter must be escalated. The After-Hours Receptionist operates within delegated authority and is not responsible for making clinical, medical, behavioural, funding or management decisions outside that authority.

What You'll Need

To be successful in this role, you will have:

- Previous experience in reception, administration or customer service

- Excellent verbal and written communication skills

- Strong organisational and time-management skills

- Excellent attention to detail

- The ability to manage competing priorities

- The ability to remain calm and professional when dealing with difficult, distressed or unexpected situations

- Strong confidentiality and discretion

- The ability to work independently with limited direct supervision

- Strong judgement and problem-solving skills

- The ability to recognise when a matter requires escalation

- Strong computer literacy and the ability to learn and use new systems

- Current unrestricted Australian driver's licence

- Reliable vehicle with full comprehensive insurance

- Current NDIS Worker Screening Clearance (Yellow Card)

- Current Working with Children Check (Blue Card)

- Completion of the NDIS Worker Orientation Module

- Right to work in Australia

These requirements reflect the essential qualifications, experience and knowledge identified in the Position Description.

Experience in Disability Services?

Previous experience within the disability, health or community services sector is highly desirable, but we are also interested in applicants with strong experience in reception, administration, customer service, rostering or coordination who can demonstrate the right skills and attitude.

Experience with:

- Visual Care

- Microsoft Office

- SharePoint

- Digital rostering systems

- Client management systems

- Appointment or calendar coordination

- After-hours or on-call environments

- The NDIS

will be highly regarded.





Knowledge of the NDIS Code of Conduct, incident management, safeguarding and privacy obligations will also be advantageous.

Why Join Care FNQ?

✨ Meaningful work – play an important role in maintaining continuity of support for people with disability

✨ Supportive organisation – join a team that values its employees and the people we support

✨ Ongoing training & development – continue to develop your skills and knowledge

✨ Diverse and interesting role – every after-hours shift can bring something different

✨ Weekly pay – for added convenience

✨ Part-time employment – become part of a small, dedicated after-hours team

✨ Growing organisation – become part of an established Cairns-based disability service provider

About Care FNQ

Care FNQ is a Cairns-based disability support provider led by industry professionals who understand the importance of quality, reliable and participant-focused services.

Since launching in November 2020, Care FNQ has continued to grow and provide support to participants across Far North Queensland.

Our services include support coordination, community nursing, AINs and disability support services, with a strong focus on providing individualised, high-quality support.

We are committed to ensuring our participants receive the support they need while maintaining their dignity, choice, control and independence.

Our after-hours team plays an important role in ensuring that participants, families and Support Workers have access to an appropriate point of contact outside standard business hours.

Are You the Right Fit?

We are looking for someone who is:

Reliable. Calm. Organised. Professional.

You will need to be comfortable working independently and dealing with unexpected situations.

You will also need to be someone who can use initiative, make sound decisions within your authority, recognise risk and escalate matters appropriately.

Because this is a small after-hours team, teamwork and reliability are particularly important. We need people who understand that maintaining consistent coverage means being willing and available to assist when another team member is unavailable due to annual leave or sick leave, where reasonably required.

You will also need to understand that this role is onsite at our Cairns Head Office and requires regular after-hours availability, including evenings, weekends and public holidays.

If you are someone who communicates well, takes responsibility and genuinely wants to contribute to the smooth and safe operation of disability services, we would love to hear from you.

Apply Now

If you are interested in joining Care FNQ as an After-Hours Receptionist, click APPLY NOW and tell us why you would be a great fit for the role.

Applicants must be able to meet the required worker screening, compliance and training requirements applicable to the role.

For more information about working with Care FNQ, visit www.carefnq.com.au.

📌 After-Hours Receptionist – Part Time (Cairns)
🏢 Care FNQ
📍 Cairns