About us

Australian Instant Care is a growing provider of NDIS disability supports. We help participants and their families live well at home and in the community, and we are expanding our team and services to reach more people. We value reliable, respectful and person-centred support, and a workplace where staff feel supported and heard.

About the role

The Operations Coordinator keeps our day-to-day services running smoothly. You will sit at the centre of the business, coordinating rosters, supporting staff and clients, managing intake and onboarding, and making sure supports are delivered in line with each participant's service agreement and budget.

You will thrive here if you are proactive, detail-oriented and confident communicating with clients, families, support workers and other professionals. The role suits someone who enjoys both teamwork and working independently in a fast-paced, purpose-driven environment. It is a flexible, hybrid role with work-from-home arrangements.

Key responsibilities

Scheduling and workforce coordination

* Maintain accurate, forward-planned rosters at least two to three weeks ahead.

* Manage monthly default schedules within the CRM system.

* Adjust shifts in response to staff availability and client needs.

* Monitor and resolve unassigned or "red" shifts in ShiftCare.

* Coordinate cover for planned leave and unexpected absences.

* Build compliant shift structures, including appropriate breaks, and keep staffing within client funding.

Client intake and staff onboarding

* Oversee client intake from enquiry to service commencement, following every enquiry through to a confirmed start.

* Prepare and manage client documentation and service agreements, and align supports with client budgets.

* Coordinate a smooth onboarding experience for new clients, including staff matching and resource planning.

* Support recruitment onboarding,



including trial shifts and allocation of uniforms and kits.

* Make sure all compliance and onboarding requirements are completed accurately.

* Support new staff during their initial engagement.

Client, staff and stakeholder engagement

* Act as the main point of contact for staff and clients, managing schedule confirmations, changes, cancellations and general enquiries.

* Conduct regular client check-ins and follow up on feedback.

* Keep in regular contact with staff to support engagement and performance.

* Handle enquiries and complaints professionally and promptly, escalating to the Business Director when needed.

* Liaise with families, Support Coordinators, plan managers, allied health professionals and internal team leaders.

Service quality, incidents and compliance

* Check shift notes, medication records and other required documentation for completeness, and follow up anything missing.

* Record incidents, track follow-up actions and promptly escalate serious or reportable incidents to the Business Director.

* Carry out routine service quality checks and gather participant feedback, flagging areas that need follow-up or extra support.

* Help keep operations aligned with the NDIS Practice Standards and our policies, and assist with audits.

* Make sure services are delivered in line with client budgets and service agreements.

Administration and systems

* Review and process timesheets, checking accuracy against shift notes.

* Keep email correspondence and tasks up to date, maintaining task lists and monitoring deadlines.





* Keep systems such as ShiftCare, Employment Hero and Asana accurate and current.

* Give the Business Director brief updates on rosters, unfilled shifts, incidents and onboarding progress.

* Attend team and management meetings as required, and suggest improvements to our processes.

About you

You are professional, empathetic and solutions-focused, and you can manage competing priorities without losing sight of the details.

Essential

* A background in coordination, scheduling or client services.

* Strong written and verbal communication, with high proficiency in English.

* Highly organised, with strong attention to detail and the ability to manage competing priorities.

* Confident using computer systems, including email, spreadsheets and cloud-based software.

* An NDIS Worker Screening Check (or willingness to obtain one before starting).

* Eastern Suburbs preferred.

* Available Monday to Friday.

Preferred

* Experience in the NDIS, disability or aged care sector (highly regarded), including about 3 years working with people with disability.

* Familiarity with ShiftCare or Brevity, Office Suit.

* Knowledge of the NDIS Practice Standards, service agreements and client budgets.

* A full driver's licence.

* Comfort working independently from home as part of a hybrid arrangement.

What we offer

* $46 to $50 per hour, based on experience.

* Full-time hours, Monday to Friday, with a versatile hybrid work-from-home arrangement.

* Ongoing professional development.

* Meaningful work supporting people to live well at home and in the community.

* The chance to grow with a supportive and expanding organisation.

Pay: Up to $50.00 per hour

Expected hours: 38.0 per week

Benefits:

- Work from home

Licence/Certification:

- Driving Licence (Preferred)

Work Location: Hybrid remote in Noble Park VIC

📌 NDIS Service Operations Coordinator (Noble Park)
🏢 Australian Instant Care
📍 Noble Park