After Hours Agent

Wellways; Melbourne; Remote; AUD 46,000 - 66,000; Full time

Benefits offered by this job

Salary packaging options

Superannuation

Work from home flexibility

Job summary

Wellways invites applications for an After-Hours Agent to provide a centralised contact point after business hours. The role operates on a rotating roster with work-from-home flexibility and requires availability across late afternoons, nights, and weekends, aligned with public holidays.

Key duties include IT and rostering support, incident reporting, medication support, and emergency escalations, with documentation and handovers ensuring smooth transitions between shifts and business-hours

Qualifications

• Certificate in Community Services, Mental Health, Disability or related field.
• Experience in crisis response, incident management or after-hours support preferred.
• Strong administrative and IT skills with CRM/rostering experience.

Responsibilities

• Provide front-line after-hours support to staff across programs.
• Triaging and managing IT-related requests (onboarding, access, password resets).
• Support rostering, incident reporting, PRN and medication support, and escalations.
• Maintain documentation and handovers between shifts and teams.
• Contribute to training, recruitment and other Corporate Services tasks.
• Conduct file audits and maintain up-to-date emergency summaries.

Skills

IT support

CRM proficiency

Roster coordination

Education

Certificate in Community Services

Mental Health / Disability related qualification

Tools

CRM software

Rostering systems

Document management tools

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 include:

• 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

For these reasons it is essential the candidate demonstrate:

• 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 $15,899enables 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 loadingevery 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

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