Scheduling Coordinator Job at Hearth Support Services (Glen Iris, Victoria)

Scheduling Coordinator

Hearth Support Services

Location:
Australia , Glen Iris, Victoria

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We’re seeking an experienced and proactive Scheduling Coordinator to lead our Scheduling, and After-Hours teams and ensure seamless service delivery for the participants we support. This is a critical coordination and leadership role, ideal for someone who thrives in a fast-paced environment, can confidently manage change, and is passionate about continuity of care and operational excellence. You will be responsible for maintaining robust rostering and scheduling practices that strive toward zero gaps, ensuring participants experience consistent and uninterrupted support. You will act as a key point of contact for scheduling and service enquiries, triage incoming calls, respond to unplanned changes, and coordinate resources effectively, all while ensuring compliance with SCHADS, Fair Work, WHS, and NDIS requirements. Your work will directly contribute to high-quality outcomes for participants and a positive, supported experience for support workers.

Job Responsibility:

Lead and support the CRO, Scheduling, and After-Hours teams
Answer and triage 1800 client service calls based on urgency, risk, and participant needs
Proactively manage rosters, responding to unplanned changes and striving toward zero gaps
Monitor and action roster gaps due to support worker leave or cancellations
Review and approve support worker leave and communicate impacts to relevant stakeholders
Match support workers to participants based on skills, availability, preferences, and diversity
Act as the first point of contact for scheduling enquiries from participants, families, and support workers
Ensure rosters and service delivery comply with SCHADS Award, NDIS standards, and organisational policies
Maintain accurate documentation, case notes, and scheduling records in Brevity and Teams
Escalate incidents, risks, and complaints appropriately and in a timely manner
Contribute to continuous improvement, quality, safety, and risk management practices

Requirements:

Experience in scheduling, rostering, or workforce coordination (disability, aged care, or community services preferred)
Strong leadership, communication, and stakeholder engagement skills
A solid understanding of the NDIS framework, SCHADS Award, and workforce compliance
Excellent organisational and problem-solving abilities with the capacity to manage competing priorities
A person-centred approach aligned with NDIS goals and values
Intermediate computer skills and experience using scheduling or CRM systems (Brevity desirable)

Nice to have:

Qualifications in Disability, Community Services, or a related field are desirable but not essential

What we offer:

Flexible work arrangements to help you balance your work and personal life
Comprehensive training and ongoing professional development opportunities
Employee assistance program and mental health support services

Additional Information:

Job Posted:
January 13, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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