NDIS After Hours Officer

JOB OVERVIEW

The Afterhours Officer serves as a critical support function to Support Workers, clients and stakeholders by providing guidance and assistance. Through the provision of this quality service, Support Workers will better be able to serve our clients.

KEY RESPONSIBILITIES

•Coordinate after-hours operations of the organization

•First point of contact out of business hours for all allocation and rostering matters

•Communicate with Participants and Support Workers regarding rostering and other out-of-hour matters

•Allocate Support Workers to shifts in line with Participants' needs

•Ensure all shifts are filled in a timely manner

•Ensure all communication is recorded and accurate

•Recognise and escalate and urgent matters to management in a timely manner

•Support Management to meet quality and compliance requirements

•Experience as a customer service or related experience

•Basic understanding of computer hardware, software, and networking setups

•Highly motivated with a Can-Do Attitude

•Excellent customer service and strong communication skills

•Ability to work quickly and efficiently

•Excellent attention to details

•Strong problem solving skills

•Able to work well under pressure and meet targets

•Effective interpersonal skills in emergency situations and via phone

•Ability to juggle multiple calls at one time and prioritise calls that are in different phases of resolution