Rostering and Training Officer

Rostering and Training Officer role at Newdawn Support Services

Overview

The Rostering and Training Officer is responsible for developing, maintaining, and overseeing staff rosters to ensure that all NDSS participants receive consistent, high-quality support. The role ensures fair allocation of shifts, compliance with staff qualifications, and efficient use of resources while balancing client needs and workforce availability.

Responsibilities

• Develop and maintain accurate rosters for all NDSS programs (SIL, SDA, community access, respite)
• Ensure adequate shift coverage while minimising unfilled shifts or cancellations
• Manage unplanned absences, late-notice changes, and emergency shift coverage
• Forecast rostering needs based on client growth, leave schedules, and service changes
• Allocate shifts fairly, matching staff skills, compliance status, and client requirements
• Consider staff preferences and work-life balance while prioritising participant needs
• Ensure compliance with SCHADS Award rostering rules (breaks, overtime, max hours)
• Prevent over-reliance on specific staff and encourage equal distribution of shifts
• Act as the main contact for rostering enquiries from staff, participants, and families
• Provide timely communication of roster changes and confirmations
• Work closely with HR to ensure only compliant staff (with valid WWCC, police checks, CPR, First Aid, Medication competency) are rostered
• Maintain rostering records for auditing and NDIS compliance
• Ensure accurate records of shift allocations, cancellations, and coverage
• Provide weekly reports on roster coverage, cancellations, and staff utilisation to ASM/CEO
• Track staff attendance, punctuality, and shift acceptance/refusal trends
• Escalate repeated roster breaches (e.g., no-shows, late arrivals) to HR
• Identify gaps in rostering coverage and propose staffing/recruitment needs

The above list is not exhaustive, and the role may evolve to meet company objectives.

Performance objectives

• Roster Coverage: Maintain >95% coverage of all planned shifts.
• Compliance: 100% of rostered staff must meet compliance requirements.
• Shift Cancellations: Reduction of last-minute cancellations and unfilled shifts.
• Staff Allocation Fairness: Balanced distribution of shifts across the workforce.
• NDIS Audit Readiness: Rostering documentation accurate and up to date at all times.

Mandatory requirements

• Experience in rostering or workforce management (NDIS, healthcare, or aged/disability services preferred)
• Strong understanding of SCHADS Award rostering requirements.
• Proficiency in rostering software (ShiftCare or similar)
• Excellent organisational and communication skills.
• Ability to remain calm under pressure and problem-solve in real time.

Desired competencies

• Analytical thinking.
• Initiative.
• Business awareness.
• Tenacity.
• Strategic thinking.
• Positive approach to change.

Experience

• Relevant experience in a similar role within in a similar industry considered ideal Skills & competencies
• Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.
• Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience.
• Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.
• Teamwork: willingness to assist and support others as required and get on with team members.
• Time management/organisation: accomplish objectives effectively within time frame given and carry out administrative duties within portfolio in an efficient and timely manner.

Personal attributes

• Professional approach (essential).
• Confident manner (essential).
• Positive approach to change (essential).
• Advanced working knowledge of Microsoft Word, Excel and PowerPoint required

This job description is not exhaustive and may be updated to reflect the needs of the business.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Health Care Provider

Industries

• Mental Health Care

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