After Hours Specialist in Melbourne, Australia

• Great company culture and team

• Ability to work day shifts, evenings and weekends on rotating roster

• Great rates of pay, salary packaging (pay less tax)

About us

InLife is a rapidly growing, financially healthy social enterprise with a vision that all people with disability live full and fulfilling lives. We help to make this happen by supporting our clients and their carers with high quality, hassle-free personal assistance in the home.

As well as the basics of personal care and support, we provide a supportive and empowering environment to help navigate life’s choices and opportunities. Everyone at InLife is working towards the same purpose: to positively transform the experience of disability support. With a genuine desire to make a difference, we believe we’re doing it, one team at a time.

We understand that if we’re serious about our vision to transform the experience of disability support (and we are!), we need to employ great people and help them perform at their best. No matter whether you work directly with our clients or behind-the-scenes at InLife HQ, you’ll play an important part in making sure we deliver outstanding service.

The role

This is a newly created role and team, which will provide after-hours support to InLife and our clients, client service teams and Assistants (support workers). Undertake tasks related to the calls such as shift fulfillment, providing information and advice, and taking messages. Calls should be answered with a client-centric lens and warmth and understanding, regardless of the time of day.

Outside of call taking, operational and administrative support will be provided to the broader Operations team, including client plan reviews and monitoring roster compliance.

The role requires availability to work in a rotating roster of early mornings, day shifts, evenings and overnight on-call periods over 7 days a week. Expect to work part time hours (19-31 per week) rotating over a 3 week period.

Key Accountabilities

Call handling

• Answers all calls made to InLife’s dedicated after-hours phone number

• Listen to any voicemails at the start of your shift, if required, and action appropriately

• Fill shift cancellations as required, following documented protocol

• Ensuring that all relevant client and support information is made available to Assistants

• Answer all calls with care and in line with InLife values

• Refer calls to the on-call client service team member in an emergency, or where outside of the scope of your role

• Ensure all calls are recorded in our CRM before the end of each shift

• Provide any information required for follow-up to the relevant client service team member

Roster Administration

• Accurately update our rostering system with any changes made to shifts

• Ensuring that calls pertaining to shift fulfillment are resolved within rostering principles

• Manage shift fulfillment activities using multi-roster coordination

• Notifying all coordinators of changes made to their rosters that may have a material impact on their remaining roster period.

Operations support

• Support the client service teams to maintain current and relevant client information

• Ensure information is collected and stored in line with InLife’s policies

• Review roster compliance, and escalate concerns to client service teams as required

• Support compliance activities, including follow up of required certifications from Assistants

• Monitor shared Operations inbox, and respond to queries within scope of your role

• Other stuff! As this is a new team, we will continue to identify tasks that can be managed outside of our normal business hours

Process document lifecycle

• Support the development of documentation for operational processes

• Support ongoing and regular reviews of the documented processes to ensure accuracy and currency

To be successful you’ll have

• Experience in the disability sector (ideal but not mandatory)

• Experience in rostering, and multi-roster coordination

• A warm and professional phone manner, no matter who is calling

• Ability to communicate effectively, both written and verbal

• Calmness under pressure, and able to manage multiple calls, and tasks concurrently

• Superior organisational and administrative skills and attention to detail

• Competency in understanding rostering systems

• Tech savvy to feel at home navigating multiple systems each day

• A ‘can-do’ attitude coupled with an eye for continuous improvement

Additional requirements

You will need an NDIS Worker Screening Check and this is a mandatory requirement before you can start work.

You will also need to have a current driver’s licence, first aid and CPR training and a Working with Children Check (WWCC) for some jobs.

Benefits

We offer above-award wages, great benefits and a supportive team culture.

Salary packaging benefits are available too, which can help you maximise your take home pay.

A note about Inclusion

At InLife, diversity and inclusion is part of our DNA. We celebrate the amazing differences we all bring to our work and we actively ensure that everyone feels safe and supported in our workplaces.

We welcome and encourage applications from everyone and our hiring decisions will never be based on things such as your gender identity, disability, age, religion, ethnicity, sexual orientation or cultural background – because they simply aren’t relevant to doing an awesome job (and you are protected from this kind of discrimination under Australian law).

We also know that we continue to learn more about inclusion every day, so if there is something you think we could do differently to make InLife a place you could picture yourself working, we’re all ears