Operations Coordinator

Location: Geelong (Remote with Occasional Face to Face)
Hours: Part Time + On Call
Start Date: As soon as possible
Reports to: Director

🧠 About First Step Support Services

We’re a neuroaffirming allied health and support work provider. We pride ourselves on showing up for people with warmth, humour, and high standards - and that applies to our staff as much as our participants. We’re growing fast and need someone who can keep our operations running like clockwork, with enough flexibility to handle the beautiful chaos that sometimes comes with the job.

🛠️ About the Role

This is a high-responsibility admin and coordination role that’s the glue behind our day-to-day. You’ll be working closely with the Director, staff, and families to keep supports booked, records accurate, and small fires put out (without needing to yell “FIRE!” every time).

HOURS:
Monday to Friday Early Morning On-Call (7am–10am, Emergencies Only)
This just means being reachable by phone/text in case of a rare early-morning issue (like a support worker no-show). It’s not high-stress - it’s just our safety net. You can be at home in your PJs with coffee, or out walking the dog, just ready to respond if needed.

You’ll receive a paid on-call allowance for that time, and if you’re required to step in and do active work, you’ll be paid your regular hourly rate for that time on top.

Most mornings are quiet - this is just our backup plan.

Monday to Friday 10am - 3pm (Active Hours)
These are your core working hours - where you’ll be actively responding to emails, updating ShiftCare, managing referrals, following up with families and staff, and generally keeping things running smoothly. Hours have potential to increase in line with business growth & development

You’ll be responsible for:

Managing supports in ShiftCare, including cancellations, meet & greets, and service agreements

Complete end to end onboarding of new participants

CRM Management

Creating service agreements in line with NDIS budgets & pricing caps

Responding to emails in the inbox promptly and professionally

Answering participant/provider/staff calls, texts & queries

Acting as a first point of contact for early morning issues (7am–10am availability required for on-call support, paid allowance provided)

Supporting onboarding of new staff, and ongoing compliance monitoring

Networking & business development assistance, monitoring our Facebook and responding to posts

Maintaining documentation with high attention to detail

💡 About You
You are a detail-obsessed, common-sense human who:

Thinks three steps ahead and spots inconsistencies before they cause problems

Has previous experience in business development, admin, scheduling or rostering (ideally in disability)

Can hold multiple moving parts without panic or confusion

Communicates clearly and kindly - both in writing and on the phone

Has excellent boundaries and judgement

Thrives in a role where accuracy, autonomy, and trust are everything

You’ll need to be confident with:

NDIS pricing arrangements and line item structure

Calculating and adjusting budgets with precision

SCHADS Award & requirements

Using ShiftCare (not mandatory)

Following SOPs and knowing when to ask for clarification

💵 The Perks

Work from home (no, we don't care if you're in your PJ's)

Neuroaffirming workplace (we mean it)

Space to contribute, suggest, and shape systems

You’ll work directly with a Director who values clear communication, emotional honesty, and occasional memes in the inbox