About this role

KEY RESPONSIBILITIES

▸ Recruitment Screening & Coordination

- Review resumes against current recruitment priorities, including location, availability, relevant experience and role requirements

- Identify applicants suited to specific service areas, for example candidates available to work in North Brisbane

- Use an AI screening tool to help review large volumes of applications, and check the results before relying on them

- Conduct phone pre-screens using an agreed checklist to confirm suitability, communication skills, availability and required credentials

- Maintain accurate applicant records, including screening outcomes and any outstanding information

- Book suitable applicants into the Recruiter's calendar for interviews and provide clear screening notes

- Communicate professionally with applicants and follow up where information is missing

▸ Participant Report Preparation

- Monitor the CRM for upcoming quarterly and end-of-plan reports

- Download the relevant case notes and access the participant's recorded goals and profile information

- Use the client's approved AI reporting agent to generate draft reports

- Review drafts against the client's reporting guidelines, checking that the correct participant and reporting period are used, information is clear, consistent and easy to understand, goals align with those recorded in the participant's profile, statements about progress are supported by the case notes, and obvious errors, contradictions or missing information are flagged

- Refer unclear information to the relevant Team Leader rather than making assumptions

- Prepare drafts for Team Leader review and follow-through, and keep report status records up to date

- Note: this role prepares and checks draft reports. Team Leaders remain responsible for reviewing and finalising them

▸ After-Hours Phone & Rostering Support

- Act as the primary phone contact between 4:00 pm and 7:00 pm on rostered working days, and provide coverage during agreed weekend shifts

- Respond warmly and professionally to calls from participants, families and staff

- Assist with cancellations, staff availability, shift changes and other routine roster enquiries

- Make roster adjustments within training, approved procedures and delegated authority

- Record calls, actions taken and outstanding follow-up clearly in the appropriate system

- Escalate urgent matters, incidents, safety concerns and issues outside your authority to the designated Team Leader or on-call contact

- Provide clear handovers so outstanding matters can be followed through

▸ Processes & Team

- Follow documented procedures and help document processes as tasks are handed over, so each task has an SOP

- Take part in team chats and meetings and build relationships with local colleagues

▸ Hours & Location

- Remote, home based. 11:00 am to 7:00 pm Adelaide time, with primary phone coverage from 4:00 pm to 7:00 pm, planned as Wednesday to Sunday including weekend shifts

- The applicable time zone, working days and weekend roster will be confirmed before commencement

- Reliable internet and a quiet, professional environment for phone calls required

MUST-HAVE (ESSENTIAL)

- Excellent spoken English, with the ability to communicate clearly and confidently over the phone

- Strong written English, reading comprehension and attention to detail

- A warm, patient and professional customer service approach

- Sound judgement, including knowing when to resolve an issue and when to escalate it

- Strong organisation and the ability to manage competing priorities and interruptions

- Confidence using CRMs, calendars, online documents and AI-assisted tools, and quick to learn new systems

- Ability to follow procedures, maintain accurate records and handle confidential information appropriately

- Proven experience in a customer service, administration, recruitment support or coordination role (2+ years is ideal)

- A friendly, proactive communicator who joins team chats and builds relationships with local colleagues

- Reliable internet and a quiet, professional environment for phone calls

- Availability for the agreed working hours and weekend roster

NICE-TO-HAVE (HIGHLY REGARDED)

- Knowledge of the NDIS and disability support services

- Rostering, scheduling or service coordination experience

- Recruitment administration and phone screening

- Customer service involving participants, families or support staff

- Reviewing reports or checking AI-generated content for accuracy and clarity

- Experience supporting Australian clients or businesses

- Social media and SEO blog writing

Essential Skills and Attributes