Location: Richmond/ Thomastown Office
Reports to: Rostering Coordinator
Employment type: 1-Year Fix Term Full-time
Role purpose:
The position is responsible for providing a range of timely and accurate administrative support and rostering services that are designed to maintain the safety and independence of AVWA’s clients within Support at Home (SaH) and NDIS program
The position is the key point of contact for clients, care workers and Care Partners and is responsible for ensuring the rosters are maintained and updated for the best possible outcomes, reflecting the goal directed needs of the client.
This is a fast paced, phone-based role that is integral for rostering direct care workers to provide SaH and NDIS services in client’s homes.
Key Responsibilities:
Rostering and Program Support:
- Provide quality customer services to clients in the preparation of Home Support rosters including the administration of alterations, cancellations and leave arrangements.
- Provide exemplary customer service in relation to all home care services as required including via phone, email, Pathway responses or in person
- Demonstrated interpersonal skills and the ability to liaise with clients, carers and other service providers as required
- Work with other Admin Officers and the Home Support Team, to roster new clients as required
- Liaise with care workers as required
Computer and Administration:
- Be responsible for the weekly administration tasks
- Prepare and process care worker time sheets
- Ensure appropriate and accurate data entry, manage client data and report on aspects of service as required
- Provide best practice administrative support and customer service in relation to all community care services as required
- Participate in the discharging of clients including ending of service plans
Team setting
- Highly developed verbal communication and interpersonal skills
- Work in a team environment to maintain office and support systems
- Participate in team meetings
- Liaise regularly with the Home Support Team members to discuss client and care worker issues, staffing resources and any issue that affects rostering
- Communicate in a professional and respectful manner to fellow team members, other staff and clients at all times
- Actively participate in the development of quality assurance activities, policies, and guidelines.
The above list is not exhaustive, and the role may change to meet the overall objectives of AVWA. Fulfil other duties as required by management and other department personnel as requested/required.
Who you are:
Essentials:
- Certificated qualification in this, or a similar field, and/or on-the-job experience in a customer service rostering role in a community and/or local government environment
- Experience, with an emphasis on prevention and control in aged care, and enhancing abolements and independence
- Experience in providing Best Practice Customer Service and having challenging conversations with people from diverse backgrounds and life experiences, to reach solutions
- Demonstrated experience in providing exemplary customer service
- Experience in a rostering role within a community environment and/or local government environment
- Experience in working with clients from diverse backgrounds
- On-the-job systems experience as noted - Specialist Knowledge and Skills
- Experience, with an emphasis on prevention and control in aged care, and enhancing abolements and independence
- Experience in providing Best Practice Customer Service and having challenging conversations with people from diverse backgrounds and life experiences, to reach solutions
- Demonstrated experience in providing exemplary customer service
- Experience in a rostering role within a community environment and/or local government environment
- Experience in working with clients from diverse backgrounds
- On-the-job systems experience as noted - Specialist Knowledge and Skills.
- Strong administrative and organisational skills, with consistent accuracy and follow-through.
- Delivers excellent customer service across all channels — written, phone, and in-person.
- Communicates clearly and confidently, adapting style and tone to suit different audiences.
- High attention to detail in both written and verbal communication.
- Works well in a team environment; supports colleagues and provides constructive feedback when required
- Takes ownership of tasks and behaviour; represents the organisation professionally at all times.
- Manages time and workload effectively, meeting deadlines and completing tasks efficiently.
- Proactively looks for ways to improve processes and contribute new ideas.
- Builds cooperative relationships with staff, clients, carers, and stakeholders
- Approaches clients with empathy, discretion, and cultural sensitivity.
- Identifies issues early and works collaboratively to resolve them.
- Competent user of Microsoft Office 365 (Outlook, Word, Excel, Teams, SharePoint).
Others:
- Australian Citizen or have work rights in Australia.
- Police check clearance
- No aged care banning order
- Drivers’ license
- Where applicable NDIS Screening Check and NPC
What’s in It for You:
- SCHADS Award with all entitlements
- Up to $15,900 salary packaging, plus $2,950 meal and entertainment card benefits
- Flexible working arrangements, with partial work from home, allowing work/life balance
- Excellent workplace culture with ongoing support, training, and development
- Great benefit with Employer-funded Paid Parental Leave (Conditions applied)
- Wellness being with Employee Assistance Program (EAP) and Wellness Activities Subsidy
- Wellness Leave
- Free Flu shots
Make your move:
Ready to embark on an exciting journey with AVWA? Send your resume and cover letter highlighting your passion to [email protected]
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Please note: We will be immediately shortlisting applicants and will close the position as soon as we find the right candidate. Apply now.
