Administrative & Scheduling Support Specialist

Key Responsibilities

This role will play a critical part in ensuring smooth coordination between clients, support workers, and the founding team. The successful candidate will assist with scheduling, administration, funding, invoicing, and compliance tasks, enabling the founders to stay focused on delivering high-quality community access and mentoring support.

You will be working within a structured, fast-paced environment supporting NDIS participants, including people with psychosocial disabilities, under Australia's NDIS framework.

Client & Staff Administration & Coordination

Manage client and staff records and administrative processes including:

• Creating and updating client and staff profiles in Visual Care
• Uploading ACEAR forms and other documentation, and managing digital signatures via DocuSign
• Drafting NDIS Service Agreements and following up on client approvals and required documentation
• Processing staff onboarding paperwork end to end for new support workers

Scheduling & Rostering Support

Ensure accuracy in workforce scheduling:

• Create and update staff rosters and assign carers to client shifts in Visual Care
• Confirm scheduled shifts with staff and communicate roster updates
• Manage cancellations and changes, and flag unallocated shifts
• Conduct daily roster checks and track staff hours worked

Funding, Invoicing & Claims Processing

Support financial administration processes:

• Track funding approvals and client budgets, flagging any deficits
• Verify kilometre claims and review extended shift entries
• Follow up on outstanding claims and required documentation
• Assist with end-of-month financial and claims processes

Communication & Email Management

Provide structured communication support:

• Summarise and prioritise incoming emails
• Liaise with support workers, clients and stakeholders via phone and email
• Maintain a consistent daily communication rhythm with the founders (morning check-in, midday touchpoint, end-of-day update)
• Follow up on approvals, documents and service updates

Compliance & Documentation

Ensure all processes align with NDIS standards:

• Build and maintain a structured, version-controlled filing system from the ground up
• Rebrand and customise purchased policy and compliance documents in line with company branding
• Maintain accurate records and documentation; assist with audit preparation and compliance tracking
• Ensure all required approvals and signatures are completed
• Effectively utilise Microsoft 365 applications including SharePoint, Teams, Outlook, Word, Excel, OneDrive, and document management systems to manage records and compliance documentation

Key Skills & Experience

• Strong administrative and scheduling experience
• Experience using CRM or care management systems (e.g., Visual Care)
• Experience with e-signature and document platforms (e.g., DocuSign)
• Experience within the Australian NDIS or disability services sector is highly advantageous
• Healthcare, mental health, or community services background is highly desirable
• Excellent written English and communication skills
• Strong attention to detail and accuracy are essential for success in this role
• Advanced organisational and time management skills
• Ability to manage multiple tasks and prioritise effectively
• 2–3 years experience in a similar admin or coordination role

Ideal Candidate Attributes

• Highly organised and detail-oriented
• Proactive and able to work independently
• Strong problem-solving mindset
• Empathetic and patient (important in a mental health and disability support environment)
• Quick learner with strong system adaptability
• Personable, with genuine warmth and good energy

This role is a key operational support position within In Step Supports, helping to ensure seamless coordination between clients, support workers, and internal systems.

The successful candidate will contribute directly to efficient operations, compliance, and high-quality care delivery, becoming an important extension of the onshore team led by co-founders Jake and Eddy Rogers.