Scheduling Coordinator

About Hearth

Hearth is a registered NDIS and TAC disability support provider, committed to driving meaningful change in the sector. We deliver innovative services and create nurturing environments that improve the quality of life for people with disability. At Hearth, we pride ourselves on fostering a culture of care, development, and mutual respect for our participants, our support workers, and our team.

About the role
We’re seeking an experienced and proactive Scheduling Coordinator to lead our Scheduling, and After-Hours teams and ensure seamless service delivery for the participants we support. This is a critical coordination and leadership role, ideal for someone who thrives in a fast-paced environment, can confidently manage change, and is passionate about continuity of care and operational excellence.

You will be responsible for maintaining robust rostering and scheduling practices that strive toward zero gaps, ensuring participants experience consistent and uninterrupted support.

You will act as a key point of contact for scheduling and service enquiries, triage incoming calls, respond to unplanned changes, and coordinate resources effectively, all while ensuring compliance with SCHADS, Fair Work, WHS, and NDIS requirements.

Your work will directly contribute to high-quality outcomes for participants and a positive, supported experience for support workers.

What you'll be doing

• Lead and support the CRO, Scheduling, and After-Hours teams
• Answer and triage 1800 client service calls based on urgency, risk, and participant needs
• Proactively manage rosters, responding to unplanned changes and striving toward zero gaps
• Monitor and action roster gaps due to support worker leave or cancellations
• Review and approve support worker leave and communicate impacts to relevant stakeholders
• Match support workers to participants based on skills, availability, preferences, and diversity
• Act as the first point of contact for scheduling enquiries from participants, families, and support workers
• Ensure rosters and service delivery comply with SCHADS Award, NDIS standards, and organisational policies
• Maintain accurate documentation, case notes, and scheduling records in Brevity and Teams
• Escalate incidents, risks, and complaints appropriately and in a timely manner
• Contribute to continuous improvement, quality, safety, and risk management practices

What we're looking for

• You are calm under pressure, highly organised, and solutions-focused. You enjoy leading teams, coordinating complex schedules, and ensuring people receive the support they need , when they need it.
• Experience in scheduling, rostering, or workforce coordination (disability, aged care, or community services preferred)
• Strong leadership, communication, and stakeholder engagement skills
• A solid understanding of the NDIS framework, SCHADS Award, and workforce compliance
• Excellent organisational and problem-solving abilities with the capacity to manage competing priorities
• A person-centred approach aligned with NDIS goals and values
• Intermediate computer skills and experience using scheduling or CRM systems (Brevity desirable)
• Qualifications in Disability, Community Services, or a related field are desirable but not essential.

What we offer

At Hearth Support Services', we are committed to supporting our employees' wellbeing and professional development. In addition to a competitive salary, you will have access to a range of benefits, including:

1. Flexible work arrangements to help you balance your work and personal life
2. Comprehensive training and ongoing professional development opportunities
3. Employee assistance program and mental health support services

If you’re ready to lead with purpose and ensure people experience seamless, high-quality support, we’d love to hear from you.

Apply now and help people live the life they want.