Rostering Coordinator – Service Operations

Pacific Supports & Mentoring PTY LTD; Gold Coast City; Remote; AUD 70,000 - 95,000; Full time

Job summary

Pacific Supports & Mentoring PTY LTD seeks a Rostering Coordinator – Service Operations to coordinate rostering across our organisation. The role is predominantly remote, based in Brisbane with occasional attendance at the Burleigh Heads office.

You will complete training and then oversee the roster while the current coordinator is temporarily away, reporting to the Director and collaborating with management and admin teams. The position is an interim contract with potential extension.

Qualifications

• Experience in rostering, customer service, recruitment or workforce coordination.
• Strong organisation and forward-planning skills.
• Exceptional written and verbal communication.
• Ability to manage multiple priorities in a fast-paced environment.
• NDIS and/or community services experience is advantageous but not essential.

Responsibilities

• Coordinate organisation-wide rostering, staff availability, shift coverage and worker allocation.
• Plan ahead for upcoming participant referrals and service changes, identifying staffing gaps early and coordinating appropriate solutions.
• Maintain clear and professional communication with frontline workers regarding shifts, availability, attendance and service requirements.
• Support participant onboarding and coordinate suitable worker matching for new and existing services.
• Communicate professionally with participants, families, Support Coordinators and other stakeholders, providing a high standard of customer service.
• Respond calmly and efficiently to cancellations, staffing issues, competing priorities and changing service requirements.
• Work closely with director and wider management team, escalating higher-level matters where required.
• Maintain accurate roster information, communication and operational records across relevant systems.

Skills

Rostering coordination

Customer service

Staff scheduling

Planning

Communication

Problem solving

Job description

Rostering Coordinator – NDIS Service Operations

Pacific Supports & Mentoring PTY LTD – Burleigh Heads QLD

Rostering Coordinator – Service Operations

Gold Coast / Tweed - Brisbane based | Short-Term Contract | Predominantly Remote |

Pacific Supports & Mentoring (PSM) is seeking an experienced Rostering Coordinator – Service Operations to join our organisation.

This is a staffing, customer service and operations-focused role with primary responsibility for coordinating rostering across the organisation.

You will complete a one-day training and integration session within the next fortnight before taking primary oversight of the roster while our current Service Coordinator is temporarily away.

You will report to the Director and work collaboratively with our wider management and admin team.

The position will initially be offered on an Interim, short-term contract basis, with the opportunity to extend or evolve into a broader role following review.

Applicants must be available for training within the next 1–2 weeks, with a target commencement of the week beginning 26 October 2026.

Key Responsibilities

• Coordinate organisation-wide rostering, staff availability, shift coverage and worker allocation
• Plan ahead for upcoming participant referrals and service changes, identifying staffing gaps early and coordinating appropriate solutions
• Maintain clear and professional communication with frontline workers regarding shifts, availability, attendance and service requirements
• Support participant onboarding and coordinate suitable worker matching for new and existing services
• Communicate professionally with participants, families, Support Coordinators and other stakeholders, providing a high standard of customer service
• Respond calmly and efficiently to cancellations, staffing issues, competing priorities and changing service requirements
• Work closely with director and wider management team, escalating higher-level matters where required
• Maintain accurate roster information, communication and operational records across relevant systems

PSM works with a wide range of participants across QLD and Northern NSW, families, Support Coordinators and other stakeholders. Strong communication and exceptional customer service skills are essential, along with the ability to remain calm, professional and solutions-focused under pressure.

This role also requires someone who is proactive and can plan ahead rather than simply responding to roster gaps as they occur.

What We’re Looking For

Applicants must have previous experience in rostering, customer service, recruitment, workforce coordination or a similar operational role.

You will need:

• Strong organisation and forward-planning skills
• Exceptional written and verbal communication
• Confidence coordinating staff across a changing roster
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and decision-making skills
• Attention to detail and accurate administration
• A proactive, accountable and solutions-focused approach
• Ability to work collaboratively within a team
• Flexibility and adaptability as operational requirements change

NDIS and/or community services experience is advantageous but not essential.

Working Arrangements

The position is predominantly remote. You must be based within the Brisbane, Gold Coast or Tweed region and able to attend our Burleigh office up to 1–2 days per week when required for co-working and operational needs.

You must have a private, professional home office suitable for confidential work. PSM will provide the equipment and systems required for the position.

Employment & Remuneration

This is an initial short-term position, with the opportunity to extend or transition into a broader role following review.

Employment will be under the SCHADS Award, with classification and remuneration discussed at interview based on experience, skills and position requirements.

About PSM

Pacific Supports & Mentoring is a locally owned NDIS, mentoring and youth services provider operating across Queensland and Northern NSW.

This is an opportunity to take ownership of a key organisation-wide function, work closely with our administration and management teams and contribute to the coordination of a growing workforce across multiple regions.