Support Officer - Home Care Administration & Workforce Coordination

Beata Homecare; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Beata Homecare, based in Melbourne, is seeking an proactive Support Officer to join the administration and workforce coordination team, supporting rostering, service coordination and payroll processes. You’ll be a clear communicator, highly organised and able to manage competing priorities while providing compassionate service to clients, families and staff.

This full-time role in Mount Waverley involves occasional client visits, compliance checks and contributing to continuous improvement

Qualifications

• Certificate III in Individual Support, or an equivalent or higher qualification in aged care, disability or community services.
• Experience in administration or staff support within aged care, disability or community services.
• Proficiency with Microsoft Office and client or staff management systems.
• Current Australian Driver Licence and access to a reliable, insured vehicle.
• Current and valid NDIS Worker Screening Check or National Police Check.
• Current First Aid and CPR certificates.
• Experience in rostering or workforce coordination.
• Knowledge of relevant aged care, NDIS and Fair Work requirements.
• Experience preparing reports and supporting quality improvement activities.

Responsibilities

• Manage and finalise rosters, identify coverage gaps and assist with staff shortages and scheduling changes.
• Optimise rosters and staff allocation to improve utilisation, minimise avoidable service gaps and financial losses, and monitor relevant working hours restrictions.
• Approve, reconcile and verify staff shifts, and assist with preparing accurate payroll data.
• Prepare and verify service data for client invoicing and billing.
• Provide general administrative support, including managing correspondence, phone calls, enquiries and records, and maintain an organised, well-equipped and professional office environment.
• Communicate professionally and empathetically with clients, families, care staff and service providers, escalating concerns where appropriate.
• Assist with preparing, formatting and distributing documents, reports, meeting materials and training resources, including those relating to service delivery, cancellations, staff utilisation, compliance and service quality.
• Monitor staff screening checks, certifications and training requirements, and follow up on renewals.
• Conduct care staff check-ins, observations during client visits, documentation reviews and quality spot checks, providing feedback to support staff development and escalating concerns as directed.
• Assist with staff onboarding, training coordination, team meetings and performance management processes as directed.
• Document and elevate incidents, hazards, complaints and service issues, and support follow-up activities.
• Identify opportunities for improvement, reduce operational risks and improve service delivery by supporting continuous improvement activities, system and process rollouts, and basic technology troubleshooting.
• Maintain privacy, confidentiality and accurate records in accordance with organisational policies and relevant requirements.

Skills

Customer service

Communication

Time management

Organised

Problem solving

Education

Certificate III in Individual Support

Tools

Microsoft Office

Staff management systems

Job description

Support Officer - Home Care Administration & Workforce Coordination

Job Type: Full-Time (Monday to Friday, 9am–5pm)

Company Overview

Beata Homecare provides home care services to support the independence of elderly and disabled clients from various cultural backgrounds across Melbourne and regional Victoria.

We are seeking an organised, dependable and proactive Support Officer to join our team. This role combines front-of-house administration with operational support across rostering, service coordination, staff compliance and workforce coordination.

Role Overview

As a Support Officer, you’ll work closely with our Administration/HR Officer and wider team to support daily operations. You’ll be a key point of contact for clients, families, staff and the general public, responding to enquiries and providing professional, caring and practical support.

The role combines general administration, basic technical support and office coordination with rostering, payroll and billing support and compliance activities. You’ll help optimise staff utilisation, minimise avoidable service gaps, financial losses and operational risks, and contribute to improvements in our systems and processes.

You’ll also support care staff through regular check-ins and observations during client visits, providing feedback and escalating concerns as appropriate.

Based in our Mount Waverley office, with occasional travel to clients’ homes, this role suits someone who enjoys coordinating, keeping things on track, solving problems, helping staff thrive and stepping in where support is needed.

Key Responsibilities

Manage and finalise rosters, identify coverage gaps and assist with staff shortages and scheduling changes.

Optimise rosters and staff allocation to improve utilisation, minimise avoidable service gaps and financial losses, and monitor relevant working hours restrictions.

Approve, reconcile and verify staff shifts, and assist with preparing accurate payroll data.

Prepare and verify service data for client invoicing and billing.

Provide general administrative support, including managing correspondence, phone calls, enquiries and records, and maintain an organised, well-equipped and professional office environment.

Communicate professionally and empathetically with clients, families, care staff and service providers, escalating concerns where appropriate.

Assist with preparing, formatting and distributing documents, reports, meeting materials and training resources, including those relating to service delivery, cancellations, staff utilisation, compliance and service quality.

Monitor staff screening checks, certifications and training requirements, and follow up on renewals.

Conduct care staff check-ins, observations during client visits, documentation reviews and quality spot checks, providing feedback to support staff development and escalating concerns as directed.

Assist with staff onboarding, training coordination, team meetings and performance management processes as directed.

Document and elevate incidents, hazards, complaints and service issues, and support follow-up activities.

Identify opportunities for improvement, reduce operational risks and improve service delivery by supporting continuous improvement activities, system and process rollouts, and basic technology troubleshooting.

Maintain privacy, confidentiality and accurate records in accordance with organisational policies and relevant requirements.

About You

We’re looking for someone who is:

Dependable, professional and approachable, demonstrating leadership through initiative and helping care staff build their skills and confidence.

An effective communicator with strong customer service skills.

Proactive and practical in solving problems.

Willing to jump in and support colleagues across all departments.

Highly organised, with excellent time management, attention to detail and follow-through to keep tasks on track and meet deadlines.

Adaptable and able to manage competing priorities as demands change.

Empathetic and respectful, while confident setting clear expectations and addressing concerns.

Accountable, with a strong work ethic, sound professional boundaries and a firm commitment to compliance and confidentiality, while finding practical solutions within organisational requirements.

Comfortable working independently and collaborating with others to coordinate people and tasks.

Interested in identifying opportunities to improve systems, processes and service delivery.

Requirements

Certificate III in Individual Support, or an equivalent or higher qualification in aged care, disability or community services.

Experience in administration or staff support within aged care, disability or community services.

Proficiency with Microsoft Office and client or staff management systems.

Current Australian Driver Licence and access to a reliable, insured vehicle.

Current and valid NDIS Worker Screening Check or National Police Check.

Current First Aid and CPR certificates.

Experience in rostering or workforce coordination.

Knowledge of relevant aged care, NDIS and Fair Work requirements.

Experience preparing reports and supporting quality improvement activities.

Why Join Beata Homecare?

Contribute to services that support the independence and wellbeing of older Australians and people with disability.

Develop your skills across administration, workforce coordination and service operations.

Access ongoing training and professional development.

Contribute ideas that improve how our team works and delivers care.

Be part of a welcoming, collaborative team within a growing organisation.