Senior Services Coordinator

Hearth Support Services; Melbourne; Hybrid; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Hybrid work arrangements

Professional development opportunities

Employee assistance program

Job summary

Hearth Support Services in Melbourne is seeking a Senior Services Coordinator to lead rostering and scheduling, ensuring consistent support for participants. You will manage enquiries, coordinate resources, and respond to last-minute changes while maintaining compliance with SCHADS, Fair Work, WHS and NDIS requirements.

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

Qualifications

• Experience in scheduling, rostering, or workforce coordination in disability or community services.

Responsibilities

• 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 leave or cancellations.
• Review and approve staff leave and communicate impacts to stakeholders.
• Match staff to participants based on skills, availability, preferences, and diversity.
• Act as the first point of contact for scheduling enquiries.
• Ensure rosters and service delivery comply with SCHADS Award, NDIS standards, and organisational policies.
• Maintain accurate documentation and scheduling records in Brevity and Teams.
• Escalate incidents, risks, and complaints appropriately and timely.
• Contribute to continuous improvement, quality, safety, and risk management.

Skills

Calm under pressure

Organised

Solutions-focused

Scheduling experience

Communication skills

NDIS knowledge

Education

Disability/Community Services qualification (desirable)

Tools

Brevity scheduling CRM

Job description

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.

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