Rostering Coordinator | 0.8–1.0 FTE
We are looking for a proactive, highly organised and person-centred Rostering Coordinator to take ownership of Zest’s support work rostering and day-to-day service coordination. Above all, we want someone who leads with participants’ best interests at heart, brings a genuine can-do attitude to problem-solving, and keeps person-centred thinking at the core of every decision.
This role will own the rostering process from start to finish – including forward rosters, same-day changes, leave coverage, worker availability, unfilled shifts and roster gaps. You will proactively identify and resolve issues, rather than waiting for gaps or concerns to escalate, while remaining mindful of SCHADS Award requirements, overtime, penalty risks and sustainable rostering practices.
A key focus of the role is ensuring our clients receive consistent, reliable and person-centred support. This means understanding client preferences, support needs and worker matches, with consideration given to skills, compatibility, continuity of support and identified risks. You will communicate directly with clients, families and Support Coordinators where appropriate, ensuring changes and service updates are communicated clearly, respectfully and in a timely manner – always with the participant’s wellbeing and best interests front of mind.
You will build a strong understanding of our support workers – their availability, preferred hours, strengths, skills and the clients they work well with. We want someone who actively looks for opportunities to provide workers with the hours they are seeking, strengthen worker-client matches and support workers to grow their client base where appropriate. You will proactively monitor workforce utilisation, worker availability and unallocated shifts to identify gaps and opportunities before they become problems.
Beyond the roster, the role will help keep support work services running smoothly. This may include following up outstanding worker compliance requirements, assisting with service agreements and service bookings, monitoring client funding and available support hours, and proactively communicating with clients or their Support Coordinators where funding, service delivery or roster changes require attention.
You will maintain accurate and up-to-date rostering information, recognising that roster data directly impacts service delivery, payroll, billing and compliance. You will identify and respond to missed or late shifts, recurring cancellations and service gaps, ensuring issues are followed through and appropriately escalated where required.
You will work closely with the Support Worker Team Leader, identifying patterns, gaps and opportunities to strengthen and grow the support worker team. While training and performance management do not sit with this role, you will proactively identify areas for improvement, development or additional support and escalate worker performance, practice, reliability or higher-risk concerns to the Support Worker Team Leader for follow-up.
Importantly, we are looking for someone who thinks ahead. You will regularly review client hours and service utilisation, identify where clients may have unmet support needs or capacity for additional supports, and work with the wider team to explore opportunities to increase support hours in a way that is appropriate, ethical and aligned with the client’s goals and funding.
This role suits someone who takes genuine ownership. You notice the gap, follow it through, communicate with the right people and close the loop. You are comfortable making decisions within your role, juggling competing priorities and keeping the right people informed – without needing every task or next step directed to you. A can-do, roll-up-your-sleeves attitude is essential.
Above all, you understand that behind every shift on a roster is a person. You can balance operational needs, workforce sustainability and funding considerations while keeping the participant at the centre of every decision.
