𝐖𝐞’𝐫𝐞 𝐬𝐞𝐞𝐤𝐢𝐧𝐠 𝐚 𝐝𝐞𝐝𝐢𝐜𝐚𝐭𝐞𝐝 𝐚𝐧𝐝 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐝 𝐂𝐚𝐫𝐞 𝐃𝐢𝐫𝐞𝐜𝐭𝐨𝐫 for our client CARING LOTUS 𝐭𝐨 𝐥𝐞𝐚𝐝 the 𝐭𝐞𝐚𝐦 𝐢𝐧 𝐭𝐡𝐞 𝐚𝐠𝐞𝐝 𝐜𝐚𝐫𝐞 𝐚𝐧𝐝 𝐝𝐢𝐬𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐬𝐞𝐜𝐭𝐨𝐫. 𝐈𝐟 𝐲𝐨𝐮’𝐫𝐞 𝐚 𝐩𝐞𝐨𝐩𝐥𝐞-𝐟𝐨𝐜𝐮𝐬𝐞𝐝 𝐥𝐞𝐚𝐝𝐞𝐫 𝐰𝐡𝐨 𝐯𝐚𝐥𝐮𝐞𝐬 𝐪𝐮𝐚𝐥𝐢𝐭𝐲, 𝐜𝐨𝐦𝐩𝐥𝐢𝐚𝐧𝐜𝐞, 𝐚𝐧𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 — 𝐰𝐞 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐡𝐞𝐚𝐫 𝐟𝐫𝐨𝐦 𝐲𝐨𝐮!

Company Description

Caring Lotus was founded in 2020 on the belief that people living with a disability deserve the highest standards of support and care. Aligned with this, our company mission is: Turning diverse ability into best-ability, through care, support, wellbeing and connection. We do this by creating a team of champions and empowering them with tools and support to enable them to create personalised solutions. Over the initial years of operation, our NDIS-participant centric approach to business has enabled Caring Lotus to grow from a home office business to a medium enterprise that has helped well over 500 participants feel connected and understood. In 2024 our hard work and customer centricity have been recognised from a local to an international level and celebrated by multiple independent bodies, including The Wyndham City Council Business Awards; Excellence in customer experience - Winner, Medium/large business - Finalist. The Stevie Awards: Entrepreneur of the Year, Gold winner, Startup of the Year, Gold winner, Company of the Year, Bronze winner, Social change maker, bronze winner Australian Disability Service Award - most outstanding CEO finalist Victorian Disability Sector Awards - team award finalist CEO Magazine - professional services finalist Australian Women Small Business Champion Award - disability support services

Role Description

This is a Full-time on-site role located in Werribee, VIC for an Admin/Onboarding/Rostering staff member. The individual will be responsible for managing administrative tasks, onboarding new employees, and creating staff rosters. Key tasks include maintaining employee records, scheduling shifts, coordinating with team members, and providing excellent customer service to both staff and clients.

Key Responsibilities

Staff Onboarding and Compliance

· Oversee the staff onboarding process, including completion of all necessary documentation.

· Manage and conduct staff interviews and inductions

· Track and maintain staff compliance documentation

· Ensure staff adhere to required compliance checks

· Regularly update company policies, procedures, and processes

· Implement new policies and procedures across the organisation

· Manage new support staff applicant inquiries

Data Entry and Record Keeping

· Accurately enter data into databases and spreadsheets

· Maintain up-to-date, organized records and files

Customer Service

· Provide excellent service to clients, employees, and stakeholders

· Resolve inquiries and administrative issues promptly.

· Address feedback and concerns from both clients, their representatives and field staff, ensuring timely resolution and effective communication.

· De-escalate and manage any issues with external parties, taking the necessary steps for resolution while supporting internal teams.

Administrative Tasks

· Answer and direct phone calls, emails, and other communications

· Create and maintain administrative documents, reports, and records

Rostering Tasks

· Create and maintain fortnightly rosters for field staff, ensuring accuracy and adherence to client requirements.

· Update rosters to reflect any changes in client needs or staff availability, ensuring real-time changes are incorporated.

· Facilitate clear communication between clients and field staff regarding schedules and shift requirements.

· Assign replacement staff as required to cover unfilled shifts, ensuring minimal disruption to client services.

· Utilisation of Organisational technologies to facilitate smooth functioning.

Continuous Improvement

· Identify and implement process improvements to enhance rostering efficiency and staff satisfaction

· To champion initiatives and leverage technology and software for continuous improvement in the rostering process and ensure smooth operations.

· Ensure the Client Journey and Staff Journey are maintained as per Organisational SOP’s

Other Responsibilities

· Handle front-of-house phone and email communications related to rostering processes.

· Ensure Field staff leave request are approved and recorded appropriately.

· Support and collaborate with other Caring Lotus staff to ensure seamless delivery of services.

· Support on new client intake to create personalised event planning

· Create user-friendly guides and support resources for quick reference for trainings. Assume responsibility for overseeing onboarding and compliance processes in the absence of the Onboarding and Compliance Manager

· Perform other duties as required or asked to meet business needs.

Accountabilities

· Roster Accuracy: Ensure a 100% accuracy rate in client and staff rosters.

· Shift Fulfillment: Achieve a high percentage of fulfilled shifts, with a target of 100% by close of business each day.

· Staff and Client Satisfaction: Effectively manage feedback from both clients and field staff, aiming for timely resolutions and positive outcomes.

· Client Relationship Management: Proactively follow up with deactivated and existing clients to explore re-engagement opportunities and additional support shifts, ensuring their needs are met and service standards upheld.

· Monthly Performance Report: Prepare and deliver comprehensive reports, including shift coverage, client shift history, overtime analysis, leave tracking, roster changes, client feedback, demand forecasting, and overall performance summaries to support data-driven decision-making and operational efficiency

Qualifications and Skills

· Proven experience in rostering, administrative roles, or HR

· Strong attention to detail with 100% accuracy

· Ability to train, collaborate, and work effectively with teams

· Basic knowledge of financial and HR recruitment processes (preferred)

· Understanding of privacy, confidentiality, and ethical boundaries

· Strong organisational and multitasking skills

· Excellent verbal and written communication abilities

· Proficiency in office software and productivity tools (Microsoft Office, Google Workspace, etc.)

· Strong problem-solving and decision-making capabilities

· Adaptable and able to work under pressure

· Ability to prioritise tasks and manage time effectively

· A high school diploma is the minimum requirement

· Post-secondary education or relevant certifications are highly preferred

Our Company Values -Do these align with you?

If these resonates with you please send through your CV and a 2-minute video of why you are the right person for the role to [email protected].