After Hours Agent

Wellways Australia Limited; Melbourne; Remote; AUD 46,000 - 66,000; Part time

Benefits offered by this job

Salary packaging options

Superannuation

Job summary

Wellways Australia Limited is seeking an After-Hours Agent to provide a centralised contact point after business hours. The role is casual with work-from-home options across VIC/TAS/NSW/QLD, operating on a rotating roster from 4pm to 9am and 24 hours on weekends and public holidays.

Responsibilities include front-line IT and rostering support, incident reporting, PRN and medication assistance, and emergency escalations, with emphasis on effective handovers and compliance documentation.

Qualifications

• Experience in mental health or community services is helpful — but not essential
• Certificate in Community Services, Mental Health, Disability, a related field or equivalent experience
• Experience in crisis response, incident management, or after-hours support
• Strong administrative and IT skills, with proficiency in CRM and rostering systems
• Ability to work autonomously and handle multiple tasks in a high-pressure environment

Responsibilities

• Provide front-line support to Wellways staff across multiple programs, including IT support, rostering, incident reporting, PRN and medication support, and emergency escalations
• Support Wellways programs operating beyond standard business hours, including residential and mental health programs
• Maintain clear communication and documentation to ensure efficient handovers between shifts and business-hours teams
• Conduct routine file audits and support maintenance of up-to-date emergency summaries and compliance documentation
• Administrative functions such as document uploads and support for training and recruitment

Skills

IT support

Rostering

Incident reporting

PRN and medication support

Emergency escalations

CRM

Documentation

Education

Certificate in Community Services

Tools

CRM software

Roster software

Job description

Must be available to work 4pm-12am/ 12am-8am and 8am-4pm on weekdays and public holidays Casual, work from home opportunity based out of VIC/TAS/NSW/QLD SCHADS Level 3B ($40.49ph) + Super + Salary packaging options

Wellways is committed to reconciliation, lived experience and inclusivity. We strongly encourage and warmly welcome people from Aboriginal and Torres Strait Islander communities, people with a lived experience of mental health and disability and people who identify as LGBTIQA+ to apply. Even if you only meet some of the criteria, we'd love to hear from you.

About the opportunity

The After-Hours Agent will provide staff and participants a centralised point of contact after business hours. The hours of operation are between the hours of 4pm and 9am Mon – Fri and 24 hours Saturday, Sunday and Public Holidays on a rotating roster with flexibility to work-from-home.

Key responsibilities of the role

• ESSENTIAL: Availability to work 4pm-12am/ 12am-8am and 8am-4pm on weekdays and public holidays
• Provide front-line support to Wellways staff across multiple programs, including:
  • IT support
  • Rostering
  • Incident reporting
  • PRN and medication support
  • Emergency escalations
• Supporting Wellways programs operating beyond standard business hours, including residential and mental health programs
• Maintain clear communication and documentation to ensure efficient handovers between shifts and business-hours teams
• Conduct routine file audits and support maintenance of up-to-date emergency summaries and compliance documentation
• Administrative functions such as document uploads
• Support provided for training, recruitment, and other Corporate Services
• Triage and manage IT-related requests, including but not limited to:
  • Onboarding support
  • Document/Case note Management
  • File merging
  • Password resets/Account unlocks
  • Escalations

Essential candidate demonstration

• Experience in mental health or community services is helpful — but not essential
• Certificate in Community Services, Mental Health, Disability, a related field or equivalent experience
• Experience in crisis response, incident management, or after-hours support
• Strong administrative and IT skills, with proficiency in CRM and rostering systems
• Ability to work autonomously and handle multiple tasks in a high-pressure environment

You will also need

• Current Working with Children Check, NDIS Workers Screening Check, LCS2 Check and QLD Blue Card
• Right to Work within Australia
• Satisfactory National Police Records Check
• NDIS Worker Orientation Module Certificate
• Prior experience of working within the Mental Health industry or Community Service-based organisations (desirable)

About Us

Wellways connects people, strengthens families, and transforms communities for individuals of all ages experiencing disabilities or challenges to their social and emotional wellbeing. A leading for purpose mental health and disability support organisation operating nationally, our services span mental health, disability and community care and reach more than 7000 people each year! Working with a diverse range of people, Wellways creates an inclusive community where everyone can imagine and achieve their hopes and potential.

What we offer

• A purpose driven culture where people can thrive, everyone is respected, and differences are valued
• An equitable, diverse, and socially inclusive work environment
• Salary packaging up to $15,899 enables you to spend a portion of your salary before it is taxed to pay for things like rent, mortgage repayments, car leasing
• Meal and Entertainment allowance via salary packaging up to $2,650 per annum
• Receive 17.5% leave loading every time you take annual leave
• Paid parental leave after 12 months of ongoing employment
• Access for you and your family to our Employee Assistance Program

Contact

For a confidential discussion about the role, we encourage you to contact Tekka Muscat, on [e-mail]

Screening

Wellways is committed to the safeguarding of children and vulnerable people. Successful applicants must undergo a comprehensive screening process prior to their commencement.

Job Description Summary

Are you studying mental health, community services, psychology, social work, IT or a related field? Looking for meaningful work from home, that fits around study, family, or other commitments?

Culture

We're passionate about our work, which is enjoyable, challenging and rewarding. All of our teams work to ensure everyone can imagine and achieve their hopes and potential. We know that people are unique and the experts on their life and are not defined by impairments, diagnosis or labels. We aim to specifically promote safety and inclusivity for LGBTIQ+ and First Nations communities.

Applications Close 23/11/2026