After Hours Coordinator (SO2)

Customer Service And Sales Pasig City, National Capital Region

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Description

Purpose of Position:
 
The role of After-Hours Coordinator is responsible for providing crucial support to both clients and Support Workers outside of regular business hours. This role ensures that clients receive their agreed roster of supports nationally by addressing any service gaps, concerns, or emergencies that arise after regular business hours. Additionally, they assist Support Workers with any issues or assistance they may need, ensuring seamless and continuous care for clients at all times.
 
Key Duties and Responsibilities:
  • Creating an environment of hope, dignity, health, happiness, comfort, and opportunity.
  • Act in a manner to ensure that interactions with all stakeholders (internal and external) are positive, productive, professional and in keeping with the Danny Met Sally values
  • Maintain privacy and confidentiality of employees, clients and participants
  • Promote career opportunities to attract high quality candidates
  • Uphold and deliver the Danny Met Sally purpose and philosophy to all prospective support workers
  • Ensure a positive candidate experience
  • Ensure clear communication with all clients, client service managers, coordinators and COO to ensure client requirements regarding experience, training and skillsets can be met through suitable onboarding of support workers

Cultures, Values & Team Membership

  • Act as a Danny Met Sally ambassador, and aim to enhance the company’s reputation both internally and externally
  • Provide open, honest, and respectful feedback to the CEO, Board and senior leaders
  • Be a supportive and reliable team member
  • Effectively and appropriately manage conflict
  • Demonstrate a high level of interpersonal and communication skills
  • Demonstrate motivation and enthusiasm for your work and leaders
  • Integrity: Honest, Trustworthy and Respectful with devotion to our clients and the people around us.
  • Empathy: Understand every person’s specific situation and environment, sharing the feelings of that person as if we were that person.
  • Creative: Being able to provide solutions “Think outside the square”.
  • Inspire: Look for every opportunity to inspire and live the purpose.
  • Bold: Advocate for people’s rights. Be confident, courageous, and accountable.
  • Mindfulness: Be attentive to the needs of your clients, they may not always have the voice to express these needs to you.

Daily Tasks

  • Coverage required Monday – Friday 5.00pm – 9.00am. Saturday and Sunday is 24 hours per day.
  • Ensure clients receive their scheduled supports by coordinating replacement support workers to provide reasonable coverage or adjusting rosters after hours, as needed.
  • Maintain detailed records of all after-hours interactions and actions taken to ensure continuity of care and accurate reporting
  • Prepare and submit after-hours reports detailing key events, actions taken, and any ongoing issues requiring follow-up during regular business hours
  • Provide real-time assistance to support workers who encounter challenges during their shifts, such as handling emergencies, clarifying instructions, or addressing safety concerns
  • Coordinate with on-call management or emergency services when situations require further escalation
  • Ensure that all actions taken during afterhours comply with Danny Met Sally policies, procedures, and relevant legislation
  • Attend weekly team meetings for continuity and understanding of the level of service provided and any updates to policies and procedures
  • Assist in the maintenance of the SharePoint environment, including site collections, sub-sites, lists, libraries, and content.
  • Fulfil other administrative duties as required by management and other departments as requested or required:
Professional Development
  • Demonstrate a high level of self-awareness and personal insight
  • Engage with coordinators and managers to develop and undertake personal development training
  • Demonstrate reflective practice and a willingness and ability to develop your practice

Administration

  • Complete and maintain internal and external documentation as requested
  • Use and manage organisational resources appropriately
  • Ensure employee compliance checks are up to date and required documentation is obtained and filed accordingly
  • Ensure all employee documentation are processed with confidentiality
  • Ongoing monitoring of quality and compliance
  • Ensure all documentation and information is stored securely and appropriately in a timely manner in the Shared Drive, Visicase, Elmo and other relevant channels. All compliance documentation to be updated annually or as required
  • Ensure Support Worker compliance is monitored and updated accordingly
  • Assist with internal auditing of client and support worker compliance
Organisational
  • Understand and adhere to organisational policies and procedures
  • Work in accordance with Danny Met Sally Code of Conduct and NDIS Code of Conduct at all times
  • Consistently demonstrate our values, vision and mission
  • Complete required organisational and employment reporting and documentation in a timely and accurate manner
  • Contribute to a safe and healthy workplace
  • Demonstrate problem solving where appropriate
  • Positively promote the employer in all interactions
  • Be welcoming, inclusive and respectful of people from diverse groups and backgrounds

Workplace Health and Safety

  • Demonstrate personal commitment to maintaining a safe workplace at all times, including your own behaviours and practices
  • Abide by Danny Met Sally WHS policy and related policies and procedures and fulfil legislative requirements
  • Contribute to building and maintaining a culture that values effective and proactive workplace health and safety
  • Report any health or safety hazards to management
  • Practice safe work habits and assist in maintaining a clean, tidy work area and a healthy and safe working environment

Role Requirements

  • General knowledge of NDIS systems and processes and ability to apply these within the Employer’s culture, values and practices
  • Experience within the disability industry highly regarded
  • Minimum 2 years’ experience in a Rostering Coordination role    

Personal characteristics

  • Highly developed clear and effective communication skills, both verbal and written
  • Comfortable with working irregular hours and handling a wide variety of tasks, often with little notice or in unpredictable circumstances
  • Ability to manage multiple tasks, ensure accurate reporting, and pay attention to small details that could have significant impacts
  • A commitment to our values and the ability to demonstrate these in your work
  • Professional approach
  • Ability to understand and navigate complex stakeholder environments
  • Time management skills with the ability to multitask
  • Strong personal integrity
  • Ability to work autonomously
  • Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.

Certificates and/or qualifications

  • Relevant industry qualification or proof of enrolment in relevant field of study highly regarded
  • NDIS worker orientation module
  • Relevant state or national clearances

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