Position: Workforce Planning & On-Call Coordinator

Location: Gold Coast (hybrid: office & remote)

Hours:

Office: Thursday, Friday, Monday at Head Office (Varsity Lakes)

Remote/On-Call: Saturday & Sunday

Position Description:

The Workforce Planning & On-Call Coordinator plays a vital role in ensuring seamless service delivery through efficient rostering, responsive on-call management, and proactive workforce planning. This role balances immediate operational demands—such as shift coverage and communication—with longer-term strategic support, including recruitment and workforce utilisation.

By supporting frontline staff, participants, and leadership, the position helps reduce stress, prevent burnout, and ensure clients consistently receive the highest standard of care.

Key Responsibilities:

1. Rostering & Workforce Planning

Develop, maintain, and publish rosters across all teams.

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

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

Monitor workforce utilisation and escalate shortages with recommendations.

2. On-Call Coordination

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

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

Secure replacements and update rosters in real time.

Maintain an escalation log of on-call issues for weekly review with the CEO and implement solutions.

3. Recruitment Support

Collaborate with managers to identify staffing needs.

Participate in the recruitment process, including advertising, shortlisting, interviewing, briefing, and reference checking candidates.

Support onboarding processes to ensure smooth integration of new team members.

4. Communication

Provide clear, consistent, and respectful communication with staff, clients, and families.

Ensure all rosters are accurate and updated.

Escalate patterns of absenteeism or repeated issues to the General and Operations Manager.

5. Compliance & Reporting

Maintain roster records in line with NDIS Practice Standards.

Ensure timesheets align with rosters for payroll accuracy.

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

Work closely with the Compliance Officer to ensure staff qualifications, training, and restrictions are incorporated into rosters.

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 systems, Microsoft Teams, and communication platforms.

Strong recruitment and candidate management skills.

Qualifications & Experience:

Experience in workforce rostering (health, disability, aged care, or similar).

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

Demonstrated ability to manage on-call responsibilities effectively.

Experience in recruitment and onboarding.

Current NDIS Worker Screening Check and Blue Card.

Worker

Culture & Values:

At Carers Collective, we are redefining the future of care. We deliver world-class, person-centred services with heart, integrity, and innovation. The Workforce Planning & On-Call Coordinator ensures staff feel supported, clients receive reliable care, and our organisation operates with the highest professionalism.

✨ Are you ready to redefine the future of care? Join us at Carers Collective, where your problem-solving skills, attention to detail, and dedication to people will directly shape the lives of our staff and participants.