The Virtual Assistant will play a key role in supporting the day-to-day functions of the organization, with particular focus on managing inbound and outbound communications, maintaining document integrity, ensuring NDIS compliance documentation is followed up, and providing administrative support across billing, marketing, and rostering systems.
Key Responsibilities
1. Communication Management
• Handle incoming and outgoing calls professionally.
• Respond to voicemails, emails, and direct inquiries to the appropriate team members.
• Follow up with participants, families, support coordinators, and other stakeholders as required.
2. Document & Compliance Support
• Manage and organize general documentation in line with organizational standards.
• Track, follow up, and maintain NDIS-related documentation including service agreements, support plans, assessments, and progress reports.
• Assist with compliance-related processes and maintain records in alignment with NDIS Quality and Safeguards requirements.
• Maintain billing records and ensure alignment with NDIS pricing and claims processes.
3. Marketing & Engagement
• Create and manage newsletters using Mailchimp, including content creation, scheduling, and subscriber management.
• Support social media content planning, posting, engagement tracking, and brand alignment across platforms (Facebook, Instagram, LinkedIn).
4. Scheduling & Rostering
• Assist in the coordination of staff rostering using internal scheduling systems.
• Ensure support workers are allocated appropriately and changes are communicated promptly.
• Maintain accurate records of shift changes and support requirements.
5. Systems & Process Management
• Use MS Office 365 suite for file management, document preparation, and calendar organization.
• Support and refine organizational workflows by understanding internal processes.
• Ensure tasks are managed efficiently and deadlines are met.
Key Requirements
Essential:
• Proven experience as a Virtual Assistant, Executive Assistant, or Administrative Officer.
• Strong knowledge and understanding of NDIS frameworks and documentation requirements.
• Experience using Mailchimp, social media platforms, and scheduling/rostering tools.
• High-level written and verbal communication skills.
• Strong proficiency in Microsoft Office 365 (Word, Excel, Outlook, Teams, SharePoint).
• Excellent organizational and time management skills with strong attention to detail.
• Ability to work independently and handle sensitive information with confidentiality.
Desirable:
• Previous experience in the Disability or Community Services sector.
• Familiarity with NDIS software (e.g., Brevity, or similar).
• Knowledge of billing practices in the NDIS environment.
• Basic graphic design or Canva experience for content creation.
Personal Attributes
• Professional and empathetic communicator.
• Proactive, reliable, and solutions-focused.
• Flexible and adaptable in a fast-paced remote work environment.
• Passionate about supporting vulnerable communities and aligning with Hopesway’s values.
Work Hours & Flexibility
• Flexible remote working with core hours expected between 9am and 5pm (Australian Brisbane time).
• Occasional after-hours work may be required to accommodate urgent communication or rostering needs.
