Senior Rostering Coordinator

Staffstream is hiring a Senior Rostering Coordinator for an Australian disability support services provider delivering community and in-home support to more than 100 NDIS participants, with a workforce of around 90 support workers. It's a compliance-driven environment where roster accuracy, participant consistency, and SCHADS Award adherence are non-negotiable, and where the quality of rostering directly shapes participant outcomes, staff satisfaction, and organisational risk.

You'd take full ownership of rostering in ShiftCare: building participant templates, allocating shifts directly to familiar workers instead of defaulting to the job board, and managing the day-to-day work of service requests, cancellations, and sick calls across morning, afternoon, overnight, and public holiday shifts. You'd also keep support workers and participants in the loop on every change. This is a senior role. You'll arrive with deep ShiftCare capability and practical SCHADS Award knowledge, own the function independently, and build the systems that stop the same problems recurring. This role is open to candidates based in the Philippines.

Worth knowing upfront: payroll and compliance sign-off sit with a separate team, so your focus is rostering accuracy, clear communication, and keeping scheduling and compliance records current. The goal is a predictable, template-driven rhythm where shifts are filled in advance, rather than a reactive cycle of gaps and complaints

What you will actually do

Participant template rosters

• Build and maintain templated rosters in ShiftCare for every participant, 100+ in total, so each one has a consistent, documented template reflecting their support plan, preferred workers, service agreement hours, and individual scheduling needs.
• Allocate shifts directly from participant templates to assigned support workers, and give participants familiar, consistent workers wherever possible instead of posting unfilled shifts to the job board by default.
• Review and audit templates on a regular cycle, finding any that are outdated, incomplete, or not being followed, and correcting them before they become recurring operational or compliance issues.

Shift allocation and daily coverage

• Take service requests from the Client Engagement Officer and turn them into set-up rosters.
• Allocate shifts across around 90 support workers, matching availability, skills, experience, and participant preferences to produce rosters that are consistent, compliant, and deliverable.
• Cover cancellations, sick calls, and last-minute changes across morning, afternoon, overnight, and public holiday shifts, using a structured approach that puts participant familiarity and SCHADS compliance first.
• Keep worker availability and qualification records in ShiftCare accurate, so the scheduling data reflects the real state of the workforce at all times.

Communication and coordination

• Keep support workers and participants informed of every roster change, clearly and promptly, so nobody is surprised on the day.
• Work closely with the Client Engagement Officer and the Operations Manager so rostering, service requests, and participant needs stay aligned.

SCHADS Award compliance and rostering standards

• Apply working knowledge of the SCHADS Award to every rostering decision, including minimum engagement periods, broken shift provisions, travel allowances, and overtime thresholds.
• Identify and flag rosters or shift structures that don't comply with the Award, raise them with the Operations Manager, and correct them before they create payroll, compliance, or Fair Work risk.
• Handle compliance admin that feeds rostering, such as chasing expired first aid certificates and other worker compliance documents.
• Hold the same standard of care, consistency, and compliance across every participant roster, regardless of complexity, geography, or worker availability.

ShiftCare administration and system accuracy

• Operate ShiftCare at an advanced level, managing participant profiles, service bookings, worker profiles, shift scheduling, templates, and reporting.
• Keep ShiftCare data accurate, current, and complete, including service agreement hours, participant requirements, worker compliance documents, and shift records, so the system is a reliable tool rather than a source of uncertainty.

Oversight and issue resolution

• Monitor rostering tasks and deadlines proactively, so shifts are filled in advance and the cycle runs on a consistent, predictable timeline.
• Spot recurring problems, such as patterns of non-allocation, template failures, worker and participant mismatches, or compliance gaps, and raise them with a proposed s