Scheduling & Operations Coordinator

Satellite Office; Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Danny Met Sally is seeking a Scheduling & Operations Coordinator to support clients and Support Workers across a rotating roster, including daytime and after-hours shifts.

You will ensure clients receive their agreed roster nationally by addressing service gaps, coordinating shift coverage, and triaging concerns or emergencies while supporting workers with any issues to maintain continuous care.

Qualifications

• Experience in rostering, scheduling, and coordination roles.
• Ability to handle high-volume, time-sensitive tasks.
• Strong written and verbal communication with stakeholders.

Responsibilities

• Work across a rotating roster including day, evenings, overnight, and weekends.
• Coordinate replacement workers to ensure coverage and adjust rosters after hours.
• Maintain detailed records for continuity of care and reporting.
• Prepare and submit reports on key events and ongoing issues.
• Provide real-time support to workers during shifts, including emergencies.
• Attend team meetings and assist with SharePoint maintenance.

Skills

Rostering

Scheduling

Coordination

Communication

Customer service

Education

Relevant industry qualification or study

NDIS worker orientation module (desirable)

Clearances

Tools

SharePoint

Visicase

Elmo

Shared Drive

Job description

The role of Scheduling & Operations Coordinator is responsible for providing crucial support to both clients and Support Workers across a rotating roster that includes both daytime and after-hours shifts.

This role ensures that clients receive their agreed roster of supports nationally by addressing service gaps, coordinating shift coverage, and triaging concerns or emergencies. Additionally, they assist Support Workers with any issues or assistance they may need, ensuring seamless and continuous care for clients at all times.

Key Duties and Responsibilities

• Creating an environment of hope, dignity, health, happiness, comfort, and opportunity
• Act in a manner to ensure that interactions with all stakeholders (internal and external) are positive, productive, professional and in keeping with company values
• Maintain privacy and confidentiality of employees, clients and participants
• Promote career opportunities to attract high quality candidates
• Uphold and deliver the Danny Met Sally purpose and philosophy to all prospective support workers
• Ensure a positive candidate experience
• Ensure clear communication with all clients, client service managers, coordinators and leadership to ensure client requirements regarding experience, training and skillsets can be met

Cultures, Values & Team Membership

• Act as a Danny Met Sally ambassador, and aim to enhance the company's reputation both internally and externally
• Provide open, honest, and respectful feedback to the CEO, Board and senior leaders
• Be a supportive and reliable team member
• Effectively and appropriately manage conflict
• Demonstrate a high level of interpersonal and communication skills
• Demonstrate motivation and enthusiasm for your work and leaders
• Integrity: Honest, Trustworthy and Respectful with devotion to our clients and the people around us.
• Empathy: Understand every person's specific situation and environment, sharing the feelings of that person as if we were that person.
• Creative: Being able to provide solutions "Think outside the square"
• Inspire: Look for every opportunity to inspire and live the purpose.
• Bold: Advocate for people's rights. Be confident, courageous, and accountable.
• Mindfulness: Be attentive to the needs of your clients, they may not always have the voice to express these needs to you.

Daily Task

• Work across a rotating roster including daytime, evenings, overnight, and weekends
• Ensure clients receive their scheduled supports by coordinating replacement support workers to provide reasonable coverage or adjusting rosters after hours, as needed.
• Maintain detailed records of all interactions and actions taken to ensure continuity of care and accurate reporting
• Prepare and submit reports detailing key events, actions taken, and any ongoing issues requiring follow-up during regular business hours
• Provide real-time assistance to support workers who encounter challenges during their shifts, such as handling emergencies, clarifying instructions, or addressing safetyconcerns
• Coordinate with on-call management or emergency services when situations require further escalation
• Ensure that all actions taken during afterhours comply with Danny Met Sally policies, procedures, and relevant legislation
• Attend weekly team meetings for continuity and understanding of the level of service provided and any updates to policies and procedures
• Assist in the maintenance of the SharePoint environment, including site collections, sub-sites, lists, libraries, and content.

Fulfil other administrative duties as required by management and other departments as requested or required

• Assist in maintaining systems including MYP and other operational platforms
• Complete and maintain internal and external documentation as required
• Ensure employee compliance checks and documentation are current
• Maintain confidentiality of all records
• Support quality and compliance monitoring processes
• Store documentation securely and accurately across systems

Professional Development

• Demonstrate a high level of self-awareness and personal insight
• Engage with coordinators and managers to develop and undertake personal development training
• Demonstrate reflective practice and a willingness and ability to develop your practice

Administration

• Complete and maintain internal and external documentation as requested
• Use and manage organisational resources appropriatelyEnsure employee compliance checks are up to date and required documentation is obtained and filed accordingly
• Ensure all employee documentation are processed with confidentiality
• Ongoing monitoring of quality and compliance
• Ensure all documentation and information is stored securely and appropriately in a timely manner in the Shared Drive, Visicase, Elmo and other relevant channels. All compliance documentation to be updated annually or as required
• Ensure Support Worker compliance is monitored and updated accordingly
• Assist with internal auditing of client and support worker compliance

Organizational

• Understand and adhere to organisational policies and procedures
• Work in accordance with Danny Met Sally Code of Conduct and NDIS Code of Conduct at all times
• Consistently demonstrate our values, vision and mission
• Complete required organisational and employment reporting and documentation in a timely and accurate manner
• Contribute to a safe and healthy workplace
• Demonstrate problem solving where appropriate
• Positively promote the employer in all interactions
• Be welcoming, inclusive and respectfulf people from diverse groups and backgrounds

Workplace Health and Safety

• Demonstrate personal commitment to maintaining a safe workplace at all times, including your own behaviours and practices
• Abide by Danny Met Sally WHS policy and related policies and procedures and fulfil legislative requirements
• Contribute to building and maintaining a culture that values effective and proactive workplace health and safety.
• Report any health or safety hazards to management
• Practice safe work habits and assist in maintaining a clean, tidy work area and a healthy and safe working environment

Role Requirements

• Experience in rostering, scheduling, coordination, or fast-paced operational support roles
• Experience in high-volume or time-sensitive environments highly regarded
• NDIS or healthcare exposure is advantageous but not essential
• Strong communication and coordination skills
• Minimum 2 years' experience in a Rostering Coordination role

Personal characteristics

• Highly developed clear and effective communication skills, both verbal and written
• Comfortable with working irregular hours and handling a wide variety of tasks, often with little notice or in unpredictable circumstances
• Ability to manage multiple tasks, ensure accurate reporting, and pay attention to small details that could have significant impacts
• A commitment to our values and the ability to demonstrate these in your work
• Professional approach
• Ability to understand and navigate complex stakeholder environments
• Time management skills with the ability to multitask
• Strong personal integrity
• Ability to work autonomously
• Customer service focused: committed to providing exceptional customer service across all channels - written, phone and face to face.

Certificates and/or qualifications

• Relevant industry qualification or proof of enrolment in relevant field of study highly regarded
• NDIS worker orientation module(desirable)
• Relevant state or national clearances