Client Support Officer (Behaviour Support)

Hireup; City of Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

12 weeks paid parental leave

Learning & development allowances

Wellbeing discounts

Job summary

Hireup is seeking an Administration Officer (Behaviour Support) to deliver end-to-end support for clients with behaviour support needs on our platform. The role focuses on reviewing shift documentation, incident reporting and compliance to ensure high-quality platform support.

You will engage with client support workers, manage training logistics, renewals and safety audits to maintain service excellence for disability and aged care users across Australia.

Qualifications

• Experience handling high-volume reporting, data entry and process-based tasks.
• Exceptional customer service and communication skills with external stakeholders via phone, email and Zoom.
• Strong interpersonal skills with emotional intelligence and sound judgment in complex situations.
• Exceptional organisational skills and reliability for fast-moving administrative workflows.

Responsibilities

• Review shift documentation and log compliance data.
• Monitor incident documentation and statutory reporting timeframes.
• Be primary contact for client’s support workers and provide guided support.
• Coordinate annual plan renewals and worker training logistics, plus safety risk audits.

Skills

High-volume reporting

Data entry

Stakeholder comms

Relationship building

Organization skills

Disability sector knowledge

Job description

We’re Hireup, delivering disability and aged care support as it should be.Our story. It started with a family and their challenge to find disability support that worked for them. They needed more, and knew that people with disability could have more independence, choice and control in their lives. The Hireup purpose was born, and now we strive to enable the pursuit of a good life for everyone.Support as it should be. We’re Hireup and we’ve supported thousands of clients and support workers across Australia. Now, we’re on a mission to ensure that people living with disability and elderly Australians can access the right support for the moments that matter for them. We do this through combining digital tools with the reliability of someone to help when it matters most.The ask? Our mission sets a new standard for disability and aged care support, working in a world of transformation whilst delivering reliable services every day. Authenticity, curiosity and tenacity is a must. Resilience will be key. We will live the power of yes and push for the best (we might not always get it right!) but we’ll work together to tackle opportunities, hold each other up and be there in the moments that matter to you and our community.

What You’ll Do - Administration Officer (Behaviour Support)

Hybrid: Wynyard (Sydney) / Richmond (Melbourne) / Remote (Australia)

As our Administration Officer, you will deliver end-to-end support for clients with behaviour support and restrictive practice needs to use our platform. Hireup is the only platform solution to be NDIS registered, offering unique choice and control to clients with behaviour support needs.

This position is centered on reviewing shift documentation, managing incident reporting, and monitoring restrictive practice compliance to ensure safe, high-quality platform support.

• Reporting & Compliance:Review support worker shift notes, log critical compliance data, and maintain meticulous records in internal systems and Zendesk in alignment with SLAs.
• Data & Statutory Audits: Monitor compliance tracking across external portals, manage end-to-end incident documentation, and assist with statutory reporting timeframes.
• Support Worker Engagement: Act as the primary contact for your client's support workers, providing tailored guidance to ensure they continue to provide the best support to your client.
• Operations & Safety Logistics: Administer annual plan renewals, coordinate worker training logistics, and conduct ongoing safety checks and risk evaluation audits.

Your Background

• Experience Needed: Demonstrated experience handling high-volume reporting, data entry, completing process-based tasks, and maintaining high attention to detail.
• Stakeholder Communication: Exceptional customer service and communication skills, with a proven ability to confidently engage external stakeholders via phone, email, and virtual calls (Zoom).
• Relationship Building:Strong interpersonal, negotiation, and stakeholder engagement skills, with high emotional intelligence and sound judgment in complex situations.
• Organisational Skills:Exceptional organisational skills and reliability, with a detail-oriented approach to manage reporting, fast-moving administrative workflows, and precise record-keeping.
• Sector Knowledge:Understanding of the disability sector is highly regarded.

Why Should You Join?

You’ll have the opportunity to join our story and develop the next chapter of your own. You’ll become a critical part of a purpose-driven team, delivering our mission for people with a disability and elderly Australians. Wherever you fit best within our organisation, our mission will ignite you, and our authentic, united and diverse workplace will help you flourish.

You Will Get:

• Opportunities to develop - we are always learning!
• We’re a hybrid organisation, working together in our offices 2 days a week including Thursdays
• Generous leave options including 12 weeks paid parental leave and 7 additional days to help you pursue your good life and learning goals
• Allowances to support you in your work set up and professional development
• Wellbeing programs, health and fitness discounts to help you stay happy and healthy at work

Join us in delivering disability and aged care support as it should be

please contact Shanice for any enquiries via [e-mail]

People with lived experience of disability are strongly encouraged to apply.

If there are reasonable adjustments we can make to a recruitment process, role or your work environment to help you shine or you have a preferred method of contact, just let us know via the contact above.