Senior Services Coordinator

About the role

Hearth Support Services is seeking an experienced Senior Services Coordinator to lead rostering and scheduling for NDIS participants. You will ensure seamless support delivery, manage enquiries, and maintain compliance with SCHADS, Fair Work, WHS and NDIS standards.

Key responsibilities

• Answer and triage client service calls based on urgency, risk and participant needs.
• Proactively manage rosters, respond to unplanned changes and aim for zero service gaps.
• Monitor and act on roster gaps caused by support worker leave or cancellations.
• Review and approve support worker leave, communicating impacts to stakeholders.
• Match support workers to participants considering skills, availability, preferences and diversity.
• Serve as first point of contact for scheduling enquiries from participants, families and workers.
• Ensure rosters 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 promptly.
• Contribute to continuous improvement, quality, safety and risk management practices.

Required profile

• Calm under pressure, highly organised and solutions‑focused.
• Experience in scheduling, rostering or workforce coordination, preferably in disability, aged care or community services.
• Strong communication and stakeholder engagement abilities.
• Solid understanding of the NDIS framework, SCHADS Award and workforce compliance.
• Person‑centred approach aligned with NDIS goals and values.
• Intermediate computer skills with experience using scheduling or CRM systems.

Required skills

• Brevity (scheduling/CRM system)

What we offer

• Hybrid work arrangement (3 days office, 2 days remote).
• Competitive salary and comprehensive training.
• Professional development and career progression opportunities.
• Employee assistance program for free confidential counselling.
• Supportive team environment.