Senior Services Coordinator

Hearth Australia; City of Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work arrangements

Training and professional development

Employee assistance program

Excellent team environment

Job summary

Hearth Australia is seeking an experienced Senior Services Coordinator to lead rostering and scheduling, ensuring seamless care for participants. You will manage scheduling enquiries, coordinate resources, and respond to last-minute changes with a focus on continuity of care.

In this hybrid role, you will uphold SCHADS, Fair Work and NDIS requirements, maintain accurate records in Brevity and Teams, and act as the primary contact for participants, families and support workers.

Qualifications

• Experience in scheduling, rostering, or workforce coordination in disability, aged care, or community services.
• Strong communication and stakeholder management abilities.
• Solid understanding of NDIS framework, SCHADS Award, and workforce compliance.

Responsibilities

• Answer and triage client service calls based on urgency, risk, and participant needs.
• Proactively manage rosters, responding to unplanned changes and strive toward zero gaps.
• Monitor roster gaps due to worker leave or cancellations.
• Review and approve worker leave and communicate impacts to stakeholders.
• Match workers to participants based on skills, availability, preferences, and diversity.
• Be the first point of contact for scheduling enquiries from participants, families, and workers.
• Ensure rosters and service delivery comply with SCHADS, NDIS standards, and policies.
• Maintain documentation, case notes, and scheduling records in Brevity and Teams.
• Escalate incidents, risks, and complaints in a timely manner.
• Contribute to continuous improvement, quality, safety, and risk management.

Skills

Scheduling

Rostering

Workforce coordination

Communication

Stakeholder engagement

NDIS knowledge

Problem-solving

Education

Disability / Community Services qualification

Tools

Brevity

Microsoft Teams

Job description

About Hearth

Hearth is a registered NDIS and TAC disability support provider, committed to driving meaningful change in the sector.

We deliver innovative services and create nurturing environments that improve the quality of life for people with disabilities. At Hearth, we pride ourselves on fostering a culture of care, development, and mutual respect for our participants, our support workers, and our team.

About the role

We’re looking for an experienced and proactive Senior Services Coordinator to lead effective rostering and scheduling, ensuring seamless and consistent support for our participants.

You’ll manage scheduling enquiries, coordinate resources, respond to last-minute changes, and minimise service gaps, provide great customer services — all while maintaining compliance with SCHADS, Fair Work, WHS and NDIS requirements.

If you thrive in a fast-paced environment, are highly organised, and are passionate about continuity of care and quality service delivery, we’d love to hear from you.

What you'll be doing

• Answer and triage client service calls based on urgency, risk, and participant needs
• Proactively manage rosters, responding to unplanned changes and striving towards zero gaps
• Monitor and action roster gaps due to support worker leave or cancellations
• Review and approve support worker leave and communicate impacts to relevant stakeholders
• Match support workers to participants based on skills, availability, preferences, and diversity
• Act as the first point of contact for scheduling enquiries from participants, families, and support workers
• Ensure rosters and service delivery comply with SCHADS Award, NDIS standards, and organisational policies
• Maintain accurate documentation, case notes, and scheduling records in Brevity and Teams
• Escalate incidents, risks, and complaints appropriately and in a timely manner
• Contribute to continuous improvement, quality, safety, and risk management practices

Requirements

What we’re looking for

• You are calm under pressure, highly organised, and solutions-focused.
• You enjoy, coordinating complex schedules, and ensuring people receive the support they need , when they need it.
• Experience in scheduling, rostering, or workforce coordination (disability, aged care, or community services preferred)
• Strong communication, and stakeholder engagement skills
• A solid understanding of the NDIS framework, SCHADS Award, and workforce compliance
• Excellent organisational and problem-solving abilities with the capacity to manage competing priorities
• A person‑centred approach aligned with NDIS goals and values
• Intermediate computer skills and experience using scheduling or CRM systems (Brevity desirable)
• Qualifications in Disability, Community Services, or a related field are desirable but not essential.

Benefits

Why work at Hearth?

At Hearth Support Services', we are committed to supporting our employees' wellbeing and professional development.

In addition to a competitive salary, you will have access to a range of benefits, including:

• Hybrid work arrangements (3 days office/2 days WFH)
• Comprehensive training, professional development and career opportunities
• Employee assistance program for free and confidential counselling
• Excellent team environment