Senior Services Coordinator

Hearth (NDIS Registered Provider); Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Training & development

Employee assistance program

Team environment

Job summary

Hearth is seeking a Senior Services Coordinator in Melbourne to lead rostering, respond to scheduling enquiries, and ensure service continuity for participants. You will manage changes, coordinate resources, and maintain compliance with SCHADS, NDIS standards, and organisational policies.

The role focuses on minimizing gaps, matching staff to participants, and providing excellent customer service while working in a hybrid environment that supports both office and remote arrangements.

Qualifications

• Calm under pressure and highly organised
• Solutions-focused with ability to prioritise
• Strong communication and stakeholder engagement
• Understanding of NDIS framework, SCHADS Award and compliance

Responsibilities

• Answer and triage client service calls based on urgency, risk, and participant needs
• Proactively manage rosters, respond to unplanned changes and minimise gaps
• Monitor roster gaps due to leave or cancellations
• Review and approve staff leave and communicate impacts
• Match staff to participants based on skills, availability and preferences
• Be the first point of contact for scheduling enquiries from participants, families, and staff
• Ensure rosters comply with SCHADS Award, NDIS standards and policies
• Maintain documentation and scheduling records in Brevity and Teams
• Escalate incidents, risks and complaints appropriately
• Contribute to continuous improvement, quality, safety and risk management

Skills

Calm under pressure

Highly organised

Solutions-focused

Strong communication

NDIS/SCHADS compliance

Education

Diploma/degree in Disability or Community Services

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

• 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

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

Please note that only shortlisted applicantswill be contacted.