Senior Services Coordinator
Hearth Support Services · Glen Iris
About Hearth
Hearth is a registered NDIS and TAC disability support provider, committed to driving meaningful change in the sector.
We deliver innovative services and create nurturing environments that improve the quality of life for people with disabilities. At Hearth, we pride ourselves on fostering a culture of care, development, and mutual respect for our participants, our support workers, and our team.
About the role
We’re looking for an experienced and proactive Senior Services Coordinator to lead effective rostering and scheduling, ensuring seamless and consistent support for our participants.
You’ll manage scheduling enquiries, coordinate resources, respond to last-minute changes, and minimise service gaps, provide great customer services — all while maintaining compliance with SCHADS, Fair Work, WHS and NDIS requirements.
If you thrive in a fast-paced environment, are highly organised, and are passionate about continuity of care and quality service delivery, we’d love to hear from you.
What you'll be doing
- Answer and triage client service calls based on urgency, risk, and participant needs
- Proactively manage rosters, responding to unplanned changes and striving towards zero gaps
- Monitor and action roster gaps due to support worker leave or cancellations
- Review and approve support worker leave and communicate impacts to relevant stakeholders
- Match support workers to participants based on skills, availability, preferences, and diversity
- Act as the first point of contact for scheduling enquiries from participants, families, and support workers
- Ensure rosters and service delivery comply with SCHADS Award, NDIS standards, and organisational policies
- Maintain accurate documentation, case notes, and scheduling records in Brevity and Teams
- Escalate incidents, risks, and complaints appropriately and in a timely manner
- Contribute to continuous improvement, quality, safety, and risk management practices
Requirements
What we're looking for
- You are calm under pressure, highly organised, and solutions-focused.
- You enjoy, coordinating complex schedules, and ensuring people receive the support they need , when they need it.
- Experience in scheduling, rostering, or workforce coordination (disability, aged care, or community services preferred)
- Strong communication, and stakeholder engagement skills
- A solid understanding of the NDIS framework, SCHADS Award, and workforce compliance
- Excellent organisational and problem-solving abilities with the capacity to manage competing priorities
- A person-centred approach aligned with NDIS goals and values
- Intermediate computer skills and experience using scheduling or CRM systems (Brevity desirable)
- Qualifications in Disability, Community Services, or a related field are desirable but not essential.
Benefits
Why work at Hearth?
At Hearth Support Services', we are committed to supporting our employees' wellbeing and professional development.
In addition to a competitive salary, you will have access to a range of benefits, including:
- Hybrid work arrangements (3 days office/2 days WFH)
- Comprehensive training, professional development and career opportunities
- Employee assistance program for free and confidential counselling
- Excellent team environment
Please include both a copy of your resume and a cover letter addressing the key selection criteria, your suitability for the role, and a little about yourself.
Please note that only shortlisted applicants will be contacted.
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