Position Title: Roster & On-Call Coordinator
Location: Gold Coast (remote & office hybrid)
Hours: Monday, Thursday, Friday in Head Office Southport. Work remotely from your phone Saturdays and Sundays.

Position Purpose

The Roster & On-Call Coordinator is responsible for ensuring seamless delivery of client care through effective workforce rostering and responsive on-call management. This role provides direct support to staff and clients by maintaining fair, compliant, and efficient rosters while ensuring shift changes are actioned quickly and communicated clearly across ELC’s systems. As well as assist Administration Staff in head office with general office tasks.

This position is critical in reducing stress for frontline teams, preventing burnout, and guaranteeing clients always receive the highest standard of care.

Key Responsibilities

1. Rostering & Workforce Planning

Develop, maintain, and publish rosters for all staff across ELC.

Ensure rosters comply with Award, NDIS, fatigue, and ELC wellbeing guidelines (e.g., two consecutive days off, fair distribution of shifts).

Manage leave requests and staff availability, ensuring coverage with minimal disruption.

Research and implement rostering software and AI tools to optimise efficiency and reduce manual changes.

Monitor workforce utilisation and escalate staffing shortages to CEO with recommendations.

Support Administration staff with administration support

2. On-Call Coordination

Act as the first point of contact for staff and clients for all shift-related issues after-hours.

Respond promptly to last-minute shift changes, sickness calls, and client requests.

Secure replacements and update rosters in real time.

Communicate roster updates promptly to staff and Team Leaders via approved channels (Teams, SMS, email).

Maintain an escalation log of on-call issues for weekly review with CEO and implement strategies to reduce roster issues.

3. Communication

Provide clear, consistent, and respectful communication to staff, clients, and families regarding roster changes.

Support Team Leaders by ensuring their teams’ rosters are correct and up to date.

Escalate patterns of absenteeism or repeated issues to HR Manager and CEO

4. Compliance & Reporting

Maintain roster records in line with NDIS Practice Standards.

Ensure timesheets match rosters for payroll accuracy.

Provide weekly reports on shift fill rates, overtime use, and roster gaps.

Work closely with Compliance Officer to ensure staff qualifications, training, and restrictions are accounted for in rosters.

Key Performance Indicators (KPIs)

Roster accuracy: 98% error-free published rosters.

Shift coverage: 100% of shifts covered, with <5% requiring escalation.

Response time: 90% of on-call issues resolved within 30 minutes.

Fairness: Balanced allocation of shifts (compliance with fatigue and wellbeing guidelines).

Communication: 95% staff satisfaction on roster communication in quarterly surveys.

Skills & Attributes

Strong problem-solving and crisis management skills.

High-level communication and negotiation ability.

Organised, detail-oriented, and resilient under pressure.

Ability to remain calm and professional during urgent situations.

Proficient in rostering software, Microsoft Teams, and communication platforms.

Qualifications & Experience

Must have experience in workforce rostering (health, aged care, disability, or similar sector).

Knowledge of SCHADS Award, NDIS Practice Standards, and fatigue management principles.

Demonstrated ability to manage on-call responsibilities effectively.

Current NDIS Worker Screening Check and Blue Card (or ability to obtain).

ELC Culture & Values

At Empowered Living Choices, we pride ourselves on delivering world-class, person-centred care with heart, integrity, and innovation.
The Roster & On-Call Coordinator plays a vital role in ensuring staff feel supported, clients receive reliable care, and our organisation operates at the highest level of professionalism.

The role is Monday, Thursday, Friday in the Head Office in Southport, work remotely and flexibly from your phone on weekends.