Job Title
Rostering Coordinator
You can also list it on Indeed as:
Rostering Coordinator
Company
National Disability and Mental Health Services — NDMHS
Location
Penrith / Western Sydney NSW
Office-based role with regular phone communication with participants, families and staff
Employment Type
Full-time preferred
About NDMHS
National Disability and Mental Health Services, also known as NDMHS, is a registered NDIS provider supporting people with disability and mental health needs. We provide person-centred supports that respect participant choice, dignity, independence and safety.
Our slogan is:
Your life, Your choice, Our support.
We are looking for a reliable and organised Service Coordinator to manage rostering, incoming phone calls, shift coverage, participant-worker matching and day-to-day service communication.
This role is ideal for someone who is confident on the phone, organised, calm under pressure and willing to learn the NDIS service environment.
Position Purpose
The Service Coordinator is responsible for rostering, shift coverage, staff availability, participant-worker matching, incoming phone call triage, service-related communication, basic participant support coordination and support worker follow-up.
This role is central to making sure participants receive consistent and suitable supports.
Key ResponsibilitiesRostering and Shift Coverage
- Create and maintain participant rosters.
- Allocate shifts to suitable support workers.
- Fill vacant shifts and manage last-minute cancellations.
- Monitor staff availability and update the rostering system.
- Manage staff sick calls, shift swaps and urgent roster changes.
- Reduce missed shifts and improve service continuity.
- Notify participants, families and staff of roster changes.
- Escalate major roster gaps to the Director.
Incoming Calls and Client Communication
- Answer incoming business phone calls.
- Triage calls and identify whether they relate to rostering, service delivery, intake, complaints, incidents, accounts or general enquiries.
- Action roster-related calls directly.
- Record important calls and actions in the relevant system or call register.
- Redirect enquiries to the correct person where required.
- Escalate complaints, incidents or safeguarding concerns immediately.
- Maintain a professional and respectful communication style with participants, families, staff and stakeholders.
Participant-Worker Matching
- Match workers to participants based on needs, preferences, location, availability, skills and suitability.
- Consider participant preferences, gender preference, personality match and risk level.
- Avoid rostering workers to supports they are not trained or suitable for.
- Arrange meet and greets where required.
- Support continuity of regular workers where possible.
Service Delivery Support
- Support the smooth delivery of participant services.
- Make sure workers understand shift expectations and participant needs.
- Follow up participant or family concerns about roster or service quality.
- Communicate changes in participant needs to the Director, Compliance Coordinator and Accounts & Services Coordinator where required.
- Assist with basic service reviews and service updates.
Support Worker Coordination
- Follow up support worker lateness, cancellations and availability changes.
- Provide basic shift instructions and service updates to staff.
- Monitor shift note completion and follow up missing or poor-quality notes.
- Report staff performance concerns to the Director and Compliance Coordinator.
- Support new workers with practical information about shifts and participant routines.
SIL and Daily Service Coordination
- Assist with SIL house rostering and daily coordination where required.
- Monitor house roster gaps, staff suitability and urgent daily issues.
- Escalate SIL concerns to the Director.
- Support communication between support workers, participants, families and office staff.
Selection CriteriaEssential
- Strong organisation and time-management skills.
- Confident phone manner.
- Good communication skills with participants, families and staff.
- Ability to stay calm when dealing with urgent roster changes.
- Ability to use computer systems, emails and rostering software.
- Ability to follow procedures and escalate serious matters.
- Good problem-solving skills.
- Ability to manage competing priorities.
- Ability to maintain confidentiality.
- Current NDIS Worker Screening Check or willingness to obtain.
- Current police check or willingness to obtain.
- Right to work in Australia.
Desirable
- Experience in rostering, scheduling or service coordination.
- Experience in NDIS, disability, mental health, aged care or community services.
- Experience using ShiftCare or similar rostering software.
- Understanding of participant choice and control.
- Experience communicating with support workers, participants, families or support coordinators.
- Certificate or diploma in community services, disability, mental health, business administration or similar.
The Right Person Will Be
- Reliable and punctual.
- Calm and patient.
- Confident speaking on the phone.
- Organised and practical.
- Good at solving problems quickly.
- Respectful towards participants and staff.
- Able to manage pressure without becoming reactive.
- Willing to learn and follow NDMHS systems.
- Able to communicate clearly and professionally.
Reporting Line
This role reports directly to the Director.
The role works closely with the Compliance Coordinator and Accounts & Services Coordinator.
How to Apply
Please apply with your resume and a short cover letter explaining your experience with rostering, service coordination, customer service or working in the disability/community services sector.
Pay: $36.00 – $38.65 per hour
Application Question(s):
- Do you have experience working in the NDIS, disability, mental health, aged care or community services sector?
- Are you comfortable using computer systems, emails and online records?
- What interests you about working with NDMHS?
- Are you available to work from our Penrith/Western Sydney office?
- Do you have experience with rostering, scheduling or handling high-volume phone calls?
Work Location: In person
