Participant Care & Rostering Coordinator | NDIS

Job Description This is a remote position. PHP 55,000–60,000/month · 100% Work From Home · Monday–Friday, 7:00am–3:00pm AEST/AEDT · Full-time, permanent employment You'll be the person participants, families and support staff turn to first — keeping rosters accurate, answering questions before they become problems, and making sure nothing falls through the cracks. You'll manage shift changes and fortnightly rosters, take calls and emails through the enquiries line, run the shared HR inbox, and handle complaints with the same care you'd want shown to your own family. This isn't a role where you follow a script — you'll be trusted to manage a full inbox of moving parts independently, from a last-minute shift cancellation to a participant who needs a calm, patient ear. It's genuine exposure to how a disability services provider actually runs — rostering, stakeholder communication, complaints resolution and operational reporting all in one seat. Strong performers build a foundation that opens doors into more senior NDIS-sector coordination and support roles. What You'll Do • Coordinate rosters — manage shift changes, cancellations and additions accurately and on time, and send fortnightly rosters to participants and staff • Own participant and staff communications — respond to enquiries across phone, email, internal systems and the 1300 line, keeping everyone informed of roster updates and changes • Coordinate meet and greets between new participants and support staff • Manage the shared HR inbox — keep it organised, delegate where needed, and track billable admin tasks • Handle complaints and feedback — manage participant complaints in line with company policy, and document and action feedback to support continuous improvement • Report on performance — compile and report fortnightly KPIs across participant care, rostering and enquiries • Provide occasional afterhours on-call support Requirements • At least 2 years' experience in a coordination, scheduling/rostering, or customer-facing administrative role • Excellent verbal and written English communication — you'll be the primary point of contact for participants, families and staff • Strong organisational and time-management skills, with the ability to manage competing priorities in a fast-paced environment • Comfort handling sensitive, sometimes difficult conversations with professionalism and discretion • Confidence learning and working across scheduling systems, CRMs and the Microsoft suite Preferred • Experience in disability, aged care or community services • Experience handling formal complaints or feedback processes • Experience compiling or reporting on operational KPIs Benefits This role is engaged through Offshore 24/7, a Philippines-based staffing partner that has been placing skilled professionals with Australian businesses since 2008 — 500+ placed to date. Offshore 24/7 is independently rated 4.9/5 on Glassdoor and 5.0 on Google by the people who work there. You'll get genuine, ongoing training and coaching, and you'll be supporting the day-to-day operations of an Australian disability services provider — real, values-driven work that makes a difference to people's lives. Benefits • PHP 55,000–60,000/month • 100% work from home • Complete WFH equipment provided — company laptop and all equipment required for your role • HMO coverage from Day 1 • 20 days paid leave per year — 15 annual leave + 5 sick leave, accruing from Day 1 • 13th month pay • Annual rate and performance review • Full-time, permanent employment with an established Australian company • Monday to Friday, 7:00am–3:00pm AEST/AEDT • Comprehensive training and ongoing professional development • Regular staff events and team activities • Government-mandated benefits This role suits someone with genuine rostering or coordination experience, calm and clear communication under pressure, and the discretion to handle sensitive conversations professionally.