The Roster Coordinator is responsible for the effective and efficient scheduling of support staff to deliver high-quality services to NDIS participants, Commonwealth Home Support Programme (CHSP) clients, and Support at Home clients. The role ensures that all rosters comply with the SCHADS Award and meet the requirements of the NDIS Practice Standards and Aged Care Quality Standards. The Roster Coordinator must demonstrate an understanding of, or commitment to developing an understanding of, the needs of Aboriginal and Torres Strait Islander clients, including awareness of trauma-informed approaches and culturally safe practices. Where knowledge gaps exist, the Roster Coordinator is expected to seek appropriate guidance from the CCSD Manager and relevant culturally identified staff or advisors to ensure culturally appropriate service delivery. The position is critical to ensuring continuity of care, matching suitable support staff with client needs, and maintaining high service standards. The Roster Coordinator also contributes to safety and compliance by receiving and reviewing service reports, identifying any Serious Incident Reports (SIRs), Reportable Incidents (RIs), hazards, or risks, and escalating these to the CCSD Manager in a timely and accurate manner in accordance with Incident Management processes. Rostering and Scheduling Develop, update, and maintain accurate rosters for NDIS, CHSP, and Support at Home services. Ensure rostering practices comply with the SCHADS Award, including span of hours, breaks, overtime rules, and allowances. Match support staff skills, qualifications, and availability with participant/client needs and support plans. Maintain continuity of care by reducing unnecessary changes and minimising service disruptions. Coordinate shift replacements in a timely and efficient manner. Communicate roster changes promptly to staff and clients. Supervision of Support Workers in consultation with CCSD Manager. Compliance and Service Quality Ensure rostering practices support compliance with the NDIS Practice Standards, Aged Care Quality Standards, and organisational policies. Maintain up-to-date records regarding client schedules, staff availability, training, and mandatory checks (e.g., NDIS Worker Screening, CPR, First Aid) Support the CCSD Manager to prepare for audits by maintaining accurate and organised roster documentation. Incident Identification and Referral Receive, review, and file service delivery reports from support staff. Identify and classify issues, including SIRs, RIs, hazards, risks, or service concerns. Escalate incidents and concerns to the CCSD Manager in accordance with internal reporting processes and regulatory requirements. Maintain confidentiality and ensure sensitive information is handled appropriately. Communication and Stakeholder Engagement Provide timely and professional communication with staff, clients, families, and external stakeholders. Work collaboratively with the CCSD Manager, Service Delivery Team, and HR to support effective workforce planning. Respond to rostering enquiries and problem-solve issues in a respectful and solution-focused manner. Knowledge & Skills The CCSD Roster Coordinator will be required to possess knowledge in the following areas: Knowledge of the SCHADS Award and its application to rostering. Understanding of NDIS Practice Standards, the NDIS Code of Conduct, and Aged Care Quality Standards and Aged Care Act. Strong organisational and time-management skills. Strong attention to detail, accuracy, and data management skills. Ability to identify potential risks and escalate appropriately. Proficiency in rostering software and Microsoft Office suite. Ability to learn and use systems applicable to client data management, and roster management. Work cooperatively with team members in a productive way Attributes The CCSD Roster Coordinator should display the following attributes: Professional, respectful communication and interpersonal skills. Ability to multitask in a fast-paced and changing environment. Problem-solving approach and ability to work independently. Commitment to client-centred care and service quality. High level of integrity and respect for confidentiality. Key Competencies Builds and maintains positive relationships with across support staff, client, families and stakeholders. Rosters are accurate, complete, and compliant with SCHADS Award requirements. Timely replacement of shifts and minimal service disruption. Accurate identification and escalation of incidents, SIRs, RIs, and hazards. Positive feedback from staff, participants, and clients regarding communication and service continuity. Documentation is always audit-ready. Cultural Knowledge & Understanding Strong understanding and knowledge of Aboriginal & Torres Strait cultural protocols and commitment to providing cultural safe services and working within a culturally safe framework. The ability to engage with Aboriginal & Torres Strait Islander Advisors within BDL and other Aboriginal & Torres Strait services within the Mid North Coast region. Understand the importance of cultural safe language and cultural sensitivities when dealing with Aboriginal & Torres Strait Staff, Residents, Participants and Students. Reporting & Compliance Sound knowledge and a clear understanding of the Age Care Quality Standards & the NDIS Practice Standards, including the legislative, compliance and reporting requirements of BDL. (not applicable for all staff) Report all Incidents following BDL’s Incident Management Policy. Report and refer all Complaints made by BDL Staff, Residents, Clients, Students and Visitors following BDL’s Feedback and Complaints Management and Resolution Policy. Have sound knowledge and adhere to BDL’s Code of Conduct Policy. Review and follow BDL’s Grievance Policy when required. Understand and comply with all required BDL Policies & Procedures pertaining to your position. Working Relationships Internal: Chief Executive Officer CCSD Manager Care Coordinators RAC Team Executive Management/Leadership Team Quality & Compliance Officer Human Resources Advisor Work Health & Safety Compliance Officer All other BDL employees, contractors and volunteers, when required External: Clients/Participants’ families, guardians and friends Health, Aged Care and Disability providers NSW NCAT Case workers Other Aged care, disability and health workers/ providers Work, Health & Safety (WHS) Responsibilities To ensure all workplace activities follow the WHS legislation, Policies and processes Attend at least 2 WHS committee meetings or provide a written report to the WHS officer around identification of WHS issues and corrective actions. Selection Criteria To be considered for this position, applicants must meet all areas of the selection criteria, providing a covering letter addressing each of the below: Aboriginal Torres Strait Islander or experience working with and in ACCOs. Demonstrated experience in rostering within community services, disability, or aged care sectors. Knowledge of the SCHADS Award and ability to apply it to rostering practices. Understanding of the NDIS Practice Standards and Aged Care Quality Standards. Strong ability to identify, classify and escalate incidents, risks, and hazards. High-level organisational and time management skills. Excellent communication and interpersonal skills. Strong problem-solving skills and ability to work both independently and within a team. Proficiency in rostering systems and general IT skills. Commitment to client-centred practice, privacy, and confidentiality Relevant qualifications in Certificate III in Business Administration, Community Services, or related discipline. (desirable, and previous RPL experience) Meet the Conditions of Employment as provided below. Conditions of Employment The following is required for this position: NDIS Worker Screening Check Working with Children Check Qualification Verification Influenza Vaccination Confirmation obtained in the last 12 months Valid Drivers License Inherent Requirements (provided on the following page) If this sounds like you please submit your application by Thursday 22 January 2026.
