ABOUT THE COMPANY
Our client is a registered NDIS provider delivering mentoring, support work and group programs across South Australia and Queensland, with around 118 staff and 280 participants. They help people build skills, develop confidence and receive the support they need in their day-to-day lives. Recruitment, report preparation and after-hours phone cover are pulling their local recruiter, team leaders and managers away from other work, so they are looking for a reliable, organised Virtual Assistant to take these on.
ABOUT THE ROLE
We are looking for a reliable, organised Virtual Assistant to support three key areas: recruitment, participant report preparation and after-hours phone support.
You will screen applicants, conduct pre-screen calls, arrange interviews, prepare draft participant reports using the client's systems, and assist staff and families with enquiries and roster changes.
The scale is real. Each job advertisement can bring in 200 to 300 applicants, and around 240 participant reports are needed every four months, so organisation and attention to detail are essential.
Excellent customer service and clear, confident spoken and written English are essential. Previous NDIS experience, particularly in rostering or service coordination, will be highly regarded. Training will be provided in the client's systems, processes and reporting requirements.
The client's recruiter and managers interview and choose every hire, and Team Leaders review and finalise every report. This role prepares, checks and supports, and escalates anything outside its authority.
This is a home-based role, working as part of the client's team. The client is also moving to a new CRM, so being quick to learn new systems matters.
PRIMARY PURPOSE
To give the client's recruiter a steady flow of suitable, well-screened applicants with clear notes and organised interview bookings, to prepare accurate and well-checked draft participant reports for Team Leader review, and to provide calm, professional after-hours and weekend phone and rostering support for participants, families and staff.
KEY RESPONSIBILITIES
Review resumes against current recruitment priorities, including location, availability, relevant experience and role requirements
Identify applicants suited to specific service areas, for example candidates available to work in North Brisbane
Use an AI screening tool to help review large volumes of applications, and check the results before relying on them
Conduct phone pre-screens using an agreed checklist to confirm suitability, communication skills, availability and required credentials
Maintain accurate applicant records, including screening outcomes and any outstanding information
Book suitable applicants into the Recruiter's calendar for interviews and provide clear screening notes
Communicate professionally with applicants and follow up where information is missing
Monitor the CRM for upcoming quarterly and end-of-plan reports
Download the relevant case notes and access the participant's recorded goals and profile information
Use the client's approved AI reporting agent to generate draft reports
Review drafts against the client's reporting guidelines, checking that the correct participant and reporting period are used, information is clear, consistent and easy to understand, goals align with those recorded in the participant's profile, statements about progress are supported by the case notes, and obvious errors, contradictions or missing information are flagged
Refer unclear information to the relevant Team Leader rather than making assumptions
Prepare drafts for Team Leader review and follow-through, and keep report status records up to date
Note: this role prepares and checks draft reports. Team Leaders remain responsible for reviewing and finalising them
Act as the primary phone contact between 4:00 pm and 7:00 pm on rostered working days, and provide coverage during agreed weekend shifts
Respond warmly and professionally to calls from participants, families and staff
Assist with cancellations, staff availability, shift changes and other routine roster enquiries
Make roster adjustments within training, approved procedures and delegated authority
Record calls, actions taken and outstanding follow-up clearly in the appropriate system
Escalate urgent matters, incidents, safety concerns and issues outside your authority to the designated Team Leader or on-call contact
Provide clear handovers so outstanding matters can be followed through
Follow documented procedures and help document processes as tasks are handed over, so each task has an SOP
Take part in team chats and meetings and build relationships with local colleagues
Remote, home based. 11:00 am to 7:00 pm Adelaide time, with primary phone coverage from 4:00 pm to 7:00 pm, planned as Wednesday to Sunday including weekend shifts
The applicable time zone, working days and weekend roster will be confirmed before commencement
Reliable internet and a quiet, professional environment for phone calls required
▸ Recruitment Screening & Coordination
▸ Participant Report Preparation
▸ After-Hours Phone & Rostering Support
▸ Processes & Team
▸ Hours & Location
MUST-HAVE (ESSENTIAL)
Excellent spoken English, with the ability to communicate clearly and confidently over the phone
Strong written English, reading comprehension and attention to detail
A warm, patient and professional customer service approach
Sound judgement, including knowing when to resolve an issue and when to escalate it
Strong organisation and the ability to manage competing priorities and interruptions
Confidence using CRMs, calendars, online documents and AI-assisted tools, and quick to learn new systems
Ability to follow procedures, maintain accurate records and handle confidential information appropriately
Proven experience in a customer service, administration, recruitment support or coordination role (2+ years is ideal)
A friendly, proactive communicator who joins team chats and builds relationships with local colleagues
Reliable internet and a quiet, professional environment for phone calls
Availability for the agreed working hours and weekend roster
NICE-TO-HAVE (HIGHLY REGARDED)
Knowledge of the NDIS and disability support services
Rostering, scheduling or service coordination experience
Recruitment administration and phone screening
Customer service involving participants, families or support staff
Reviewing reports or checking AI-generated content for accuracy and clarity
Experience supporting Australian clients or businesses
Social media and SEO blog writing
Essential Skills and Attributes
Excellent spoken English, with the ability to communicate clearly and confidently over the phone
Strong written English, reading comprehension and attention to detail
A warm, patient and professional customer service approach
Sound judgement, including knowing when to resolve an issue and when to escalate it
Strong organisation and the ability to manage competing priorities and interruptions
Confidence using CRMs, calendars, online documents and AI-assisted tools, and quick to learn new systems
Ability to follow procedures, maintain accurate records and handle confidential information appropriately
A friendly, proactive communicator who joins team chats and takes an active interest in the client's work
Reliable internet and a quiet, professional environment for phone calls
Availability for the agreed working hours and weekend roster
HOW TO APPLY
Please submit a CV along with a short cover note outlining your years of relevant experience, whether you have worked with Australian clients, any NDIS, rostering or recruitment experience, and your availability for the working hours and weekend roster, including your notice period. Shortlisted candidates will be contacted to progress to the next stage of the process, which includes a phone screen and a recorded video interview.
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