About the role

This is an operational after-hours position requiring sound judgement, confidence and substantial experience within the care sector. As a Call Manager, you will respond to calls from frontline staff and providers, assess the situation, follow provider-specific procedures and escalation pathways, document actions and outcomes, and ensure matters are appropriately handed over. A significant component of the role is after-hours rostering and shift backfill.

This may include responding to unexpected vacancies, contacting suitable and available staff, using provider rostering systems, coordinating replacement coverage and escalating staffing gaps that cannot be resolved within the agreed process. This is not a direct support role and there is no face-to-face participant contact.

Key responsibilities

- Manage after-hours operational calls from provider staff

- Triage incidents, risk and operational concerns

- Provide guidance within agreed provider procedures and delegations

- Escalate significant or critical matters appropriately

- Coordinate urgent shift backfill and staffing vacancies

- Contact available staff to secure replacement coverage

- Work within provider CRM and rostering systems

- Follow participant-specific and provider-specific instructions

- Accurately document calls, decisions, actions and outcomes

- Contribute to clear morning handover and reporting

About you

- Minimum 5 years' management, coordination or senior operational experience within NDIS, disability, aged care, child safety/protection, youth services or a related care sector

- Experience participating in or managing an after-hours/on-call function

- Strong experience in rostering, workforce coordination and urgent shift backfilling

- Experience using rostering, CRM or care-management systems

- Strong understanding of incident management, escalation and duty of care

- Confidence making operational decisions remotely





- Ability to remain calm and provide clear direction during stressful situations

- Strong written communication and documentation skills

- Confidence contacting staff outside normal hours where urgent coverage is required

- Good computer literacy and ability to work across multiple systems

About us

Knight OnCall provides structured, professional after-hours on-call support to NDIS, Aged Care, Child Services and Community Service providers across Australia. We operate as an extension of our provider organisations outside standard business hours, supporting frontline staff with operational triage, escalation, workforce coordination, incident guidance and documented handover. You'll be joining a small and growing Australian business with a strong focus on practical support, governance and sustainable care-sector operations.

We offer work from home, clear operational frameworks, structured escalation processes and the opportunity to help shape an emerging national after-hours service as it grows.

What We Offer

You’ll be joining a small and growing Australian business with a strong focus on practical support, good governance and sustainable care-sector operations.

We offer

- Remuneration in accordance with the SCHADS Award – Level 5.1, with applicable penalties and allowances

- Remote work from your own private home workspace

- Flexible casual after-hours shifts

- Transparent operational frameworks and structured escalation processes
- The opportunity to help shape and grow an emerging national after-hours service

How to Apply

Please submit your CV together with a short cover letter outlining:

1. Your experience working in a management or operational role within the care sector

2. Your experience with after-hours/on-call responsibilities

3. Your experience managing rostering, urgent vacancies or shift backfill
4. The rostering or care-management systems you have previously used

Applications can also be directed to:

Justine Baker

Co-Founder – Knight OnCall

*@knightoncall.com.au

📌 Casual Call Manager (Brisbane)
🏢 Knight OnCall P/L
📍 Brisbane