Remote NDIS After-Hours Phone Administrator

ULTIM8 OUTSOURCE SOLUTIONS CORPORATION; Metro Manila; Remote; PHP 1,195,000 - 1,673,000; Full time

Job summary

ULTIM8 OUTSOURCE SOLUTIONS CORPORATION is seeking a reliable Remote NDIS After-Hours Phone Administrator to manage after-hours calls and provide admin support outside regular hours, including evenings, weekends and Australian public holidays. The role is remote from the Philippines.

You will be the first point of contact for participants, families and staff, logging calls, escalating urgent issues, and coordinating rostering as needed, while maintaining confidentiality under Australian privacy

Qualifications

• Experience with Australian NDIS provider or disability services is desirable.
• Excellent English communication and telephone skills.
• Experience with rostering or scheduling is an advantage.
• Willingness to work evenings, weekends and Australian public holidays.
• Ability to work independently with minimal supervision.

Responsibilities

• Answer and manage after-hours phone calls, including weekends and public holidays.
• Respond professionally to enquiries from NDIS participants, families, carers and support workers.
• Handle urgent requests, staff absences, shift cancellations and last-minute roster changes.
• Coordinate emergency replacement support workers when required.
• Escalate critical incidents, participant concerns and urgent matters to the appropriate on-call manager.
• Record calls, messages, incidents and actions taken accurately in the company's systems.
• Assist with basic rostering and scheduling enquiries.
• Monitor after-hours emails and messages where required.
• Maintain confidentiality and comply with Australian privacy requirements.
• Ensure all calls and enquiries are properly documented and handed over to the day team.

Skills

NDIS knowledge

Call centre experience

English communication

Problem-solving

Multitasking

Organisational skills

Independent work

Evening shifts

Australian privacy

Roster familiarity

Job description

Position Overview

We are seeking a reliable and responsive Remote NDIS After-Hours Phone Administrator to manage incoming calls and provide administrative support outside regular business hours, including evenings, weekends and Australian public holidays.

The successful candidate will act as the first point of contact for participants, families, support workers and other stakeholders, ensuring calls and enquiries are handled professionally and urgent matters are escalated to the appropriate team members.

Key Responsibilities

• Answer and manage incoming after-hours phone calls, including weekends and public holidays.
• Respond professionally to enquiries from NDIS participants, families, carers and support workers.
• Handle urgent requests, staff absences, shift cancellations and last-minute roster changes.
• Coordinate emergency replacement support workers when required.
• Escalate critical incidents, participant concerns and urgent matters to the appropriate on-call manager.
• Record calls, messages, incidents and actions taken accurately in the company's systems.
• Assist with basic rostering and scheduling enquiries.
• Monitor after-hours emails and messages where required.
• Maintain confidentiality and comply with Australian privacy requirements.
• Ensure all calls and enquiries are properly documented and handed over to the day team.

Qualifications and Requirements

• Previous experience in an Australian NDIS provider, disability support or healthcare administration is highly desirable.
• Experience handling inbound calls or working in a call centre or phone support role.
• Knowledge of NDIS terminology, participant support and disability services.
• Experience with rostering, scheduling or support coordination is an advantage.
• Excellent English communication and telephone skills.
• Ability to remain calm and professional when handling urgent or difficult situations.
• Strong problem-solving, multitasking and organisational skills.
• Comfortable working independently with minimal supervision.
• Willingness to work evenings, weekends and Australian public holidays.

Work-from-Home Requirements

• Reliable high-speed internet connection.
• Backup internet and power supply.
• Quiet and professional working environment.
• Computer with a working headset and microphone.

Preferred Experience

• Experience with NDIS rostering or job management systems.
• Familiarity with Australian disability support services.
• Experience handling after-hours enquiries, emergency calls and staff coordination.

Ideal Candidate

Someone dependable, organised and comfortable managing phone enquiries independently, particularly when dealing with urgent participant needs and last-minute staffing changes outside normal business hours.