Participant Care & Rostering Coordinator, NDIS

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee roster coordination, including modifications, cancellations, and additions.

• Distribute bi-weekly rosters to both participants and staff members.

• Address inquiries from participants and staff through phone, email, internal systems, and the 1300 line.

• Facilitate meet and greet sessions between new participants and their support staff.

• Organize and manage the shared HR inbox, delegate tasks as necessary, and monitor billable administrative activities.

• Address participant complaints and feedback in accordance with company policy.

• Record and act upon feedback to promote continuous improvement.

• Compile and present bi-weekly KPIs related to participant care, rostering, and inquiries.

• Provide occasional after-hours on-call support.

⛳️ Requirements

• Minimum of 2 years' experience in a coordination, scheduling/rostering, or customer-facing administrative position.

• Exceptional verbal and written communication skills in English.

• Strong organizational and time-management abilities, with a knack for balancing competing priorities in a dynamic environment.

• Comfortable managing sensitive and sometimes challenging conversations with professionalism and discretion.

• Confident in learning and utilizing scheduling systems, CRMs, and the Microsoft suite.

• Experience in disability, aged care, or community services is preferred.

• Familiarity with handling formal complaints or feedback processes is preferred.

• Experience in compiling or reporting operational KPIs is preferred.

🏝️ Benefits

• 100% remote work.

• Complete WFH equipment provided, including a company laptop and all necessary tools for your role.

• HMO coverage from Day 1.

• 20 days of paid leave per year — 15 days of annual leave plus 5 days of sick leave, accruing from Day 1.

• 13th month pay.

• Annual salary and performance review.

• Full-time, permanent position with a well-established Australian company.

• Work schedule from Monday to Friday, 7:00am–3:00pm AEST/AEDT.

• Comprehensive training and ongoing professional development opportunities.

• Regular staff events and team-building activities.

• Government-mandated benefits.

• Authentic, ongoing training and coaching.