On-Call Service Coordinator (Part Time)

Harbour Home Care; Wollongong City Council; Hybrid; AUD 32,000 - 52,000; Part time

Job summary

Harbour Home Care in Australia is seeking a Part-Time On-Call NDIS Service Coordinator - Rostering to support participants and frontline staff. The role focuses on rostering, on-call coordination and operational support, ensuring safe, consistent and reliable supports even when plans change.

You will monitor roster changes, manage call-ins and urgent staffing needs, coordinate replacement staff and maintain participant coverage, while remaining calm under pressure and upholding NDIS

Qualifications

• Experience as NDIS Service Coordinator or similar role.
• Strong rostering experience within disability/community services.
• Ability to respond to crises and manage unexpected events.
• Excellent communication and teamwork.

Responsibilities

• Managing and maintaining participant and worker rosters.
• Responding to worker call-ins, cancellations and urgent roster changes.
• Coordinating replacement staff and maintaining appropriate participant coverage.
• Monitoring roster gaps and proactively addressing upcoming vacancies.
• Providing operational support to participants, workers and the wider team.
• Responding appropriately to incidents, crises and unexpected situations.
• Escalating matters when required and ensuring appropriate follow-up occurs.
• Maintaining accurate NDIS documentation and operational records.
• Ensuring roster and service changes are accurately recorded.
• Supporting compliance with participant support plans and organisational procedures.
• Communicating effectively with workers, participants, families and internal stakeholders.
• Working collaboratively with the broader Service Coordination and management team.
• Maintaining confidentiality and professional boundaries at all times.

Skills

NDIS knowledge

Rostering experience

Crisis management

Communication skills

On-call experience

Education

NDIS/ds exposure in disability services

Tools

Rostering software

Job description

Join a growing NDIS team where your experience, judgement and ability to stay calm under pressure really matter.

Are you an experienced NDIS Service Coordinator who thrives in a fast-paced environment, enjoys rostering and knows how to keep services running smoothly when things don't go to plan?

We are looking for a Part-Time On-Call Service Coordinator - Rostering to join our team and play a key role in ensuring participants receive safe, consistent and reliable supports.

This is more than just filling shifts. You will be an important point of contact for our frontline workforce, participants and internal team, helping manage unexpected changes, respond to crises and keep our services operating effectively.

Join a growing NDIS team where your experience, judgement and ability to stay calm under pressure really matter.

Are you an experienced NDIS Service Coordinator who thrives in a fast-paced environment, enjoys rostering and knows how to keep services running smoothly when things don't go to plan?

We are looking for a Part-Time On-Call Service Coordinator - Rostering to join our team and play a key role in ensuring participants receive safe, consistent and reliable supports.

This is more than just filling shifts. You will be an important point of contact for our frontline workforce, participants and internal team, helping manage unexpected changes, respond to crises and keep our services operating effectively.

About the Role

This position combines rostering, on-call coordination and operational support.

You will be responsible for monitoring and responding to roster changes, managing call-ins and urgent staffing requirements, supporting workers and participants, and ensuring appropriate action is taken when unexpected situations arise.

You will need to be someone who can think on your feet, prioritise competing demands and remain calm and professional during challenging situations.

This is NOT Support Coordinator role.

Your Regular Hours

Wednesday

• 6:00am – 9:00am — In Office

• 4:00pm – 8:00pm — In Office

Friday

• 6:00am – 9:00am — In Office

• 4:00pm – 8:00pm — In Office

Weekend On-Call

Weekend coverage will operate on a one weekend on / one weekend off arrangement and will be completed as a hybrid remote/calls-only agreement:

Saturday: 6:00am – 9:00pm
Sunday: 6:00am – 9:00pm

You will also participate in an on-call roster with another staff member, providing shared coverage and support.

On-call duties will be performed in accordance with applicable Award provisions and company policies.

What You'll Be Doing

Your responsibilities will include:

• Managing and maintaining participant and worker rosters

• Responding to worker call-ins, cancellations and urgent roster changes

• Coordinating replacement staff and maintaining appropriate participant coverage

• Monitoring roster gaps and proactively addressing upcoming vacancies

• Providing operational support to participants, workers and the wider team

• Responding appropriately to incidents, crises and unexpected situations

• Escalating matters when required and ensuring appropriate follow-up occurs

• Maintaining accurate NDIS documentation and operational records

• Ensuring roster and service changes are accurately recorded

• Supporting compliance with participant support plans, service agreements and organisational procedures

• Communicating effectively with workers, participants, families and internal stakeholders

• Working collaboratively with the broader Service Coordination and management team

• Maintaining confidentiality and professional boundaries at all times

What We're Looking For

We are looking for someone who brings experience, confidence and initiative to the role.

Essential:

• Previous experience in an NDIS Service Coordinator/Case Manager or similar role

• Strong knowledge of the NDIS environment and participant supports

• Demonstrated rostering experience, preferably within disability or community services

• Experience with NDIS documentation and record keeping

• Experience responding to or managing crisis situations and unexpected events

• Strong problem-solving and decision-making skills

• Excellent communication and interpersonal skills

• Ability to work independently and confidently during on-call periods

• Strong organisational and time-management skills

• High attention to detail

• Ability to remain calm and professional under pressure

• Understanding of participant rights, choice, dignity and safeguarding

• Ability to work collaboratively as part of a team

You’ll Stand Out If You Have:

• Experience managing complex or high-risk participant supports

• Experience coordinating large or complex rosters

• Experience working with NDIS compliance requirements

• Experience using rostering or workforce management systems

• Previous after-hours or on-call experience

• Strong understanding of incident management and escalation processes

• A proactive approach to identifying and resolving roster issues before they become a problem

Employment Details

Position: Part-Time On-Call Service Coordinator - Rostering
Employment Type: Part-Time
Award Classification: Social, Community, Home Care and Disability Services Industry Award - Level 3, Pay Point 1
Work Location: In-office Wednesday and Friday; hybrid remote/calls-only weekend on-call arrangement
Weekend Arrangement: One weekend on / one weekend off
On-Call: Shared on-call roster with another staff member

Why Join Us?

You’ll be joining a team where your work has a direct impact on the quality, safety and consistency of supports provided to participants.

If you're someone who enjoys solving problems, supporting people, managing a busy roster and being the person others can rely on when things don't go according to plan — we want to hear from you.

Ready to make a difference?

If you have the NDIS experience, rostering knowledge and confidence to take on a role where no two shifts are exactly the same, we’d love to hear from you.