Rostering / Service Support Officer (SSO)

3 days ago

Mackay Queensland Australia Madec Full time $60,000 - $80,000 per year

Join the MADEC Team: Rostering / Service Support Officer (SSO)

At MADEC, we are proud to be a trusted and highly regarded not-for-profit organisation that has been supporting people with disabilities and youth in the Mackay/Whitsunday region for over 50 years. As a recognised Public Benevolent Institution, we are committed to delivering exceptional services and person-centred support to individuals with diverse needs, particularly those who are neurodivergent or facing mental health challenges.

Our mission is to empower clients to lead independent, fulfilling lives — and we invite you to join our dedicated team of professionals who share this vision.

About the Role:

MADEC is expanding our Service Support Officer (SSO) team to provide more support and extend our operating hours, ensuring dedicated workforce and client support. This is an exciting opportunity for new team members to join our growing organisation and play a vital role in supporting both staff and clients.

  • Rotating Rosters: 6am – 10pm, Mondays to Sundays
  • Employment Type: Permanent Part-Time (PPT) with potential for Full-Time hours
  • Shifts: Days, Evenings, or Weekends – you choose
  • Pay: Penalty rates apply

Key Responsibilities:

As a Rostering / Service Support Officer, you will play an essential role in the organisation by providing frontline support to our clients and staff. Your responsibilities will include:

  • Coordinating Rosters – Overseeing and managing shifts to ensure coverage and compliance.
  • Rostering Compliance – Ensuring adherence to standards, policies, and agreements.
  • Managing Client & Worker Queries – Providing responsive support and solutions.
  • Incident Support & Debriefing – Assisting staff with incident reporting and providing debriefs.
  • CRM & Documentation Management – Maintaining accurate records and ensuring compliance.
  • Supporting Coordinators – Assisting with case management and service delivery coordination.
  • Client Service – Providing high-quality customer service to clients and families.

Why This Role Matters:

This role is critical to the smooth running of our services. SSOs provide the essential link between staff, clients, and management, ensuring quality and safe service delivery. The position also offers valuable training and development opportunities, with potential career pathways into Service Coordination, Quality, Operations, or People & Culture.

What We Offer:

  • Flexible shifts tailored to your availability.
  • 5 weeks annual leave + birthday leave.
  • Competitive salary and NFP/PBI salary packaging benefits.
  • Supportive and inclusive work environment.
  • Access to our Employee Wellbeing Program and other well-being initiatives.
  • Career growth and professional development opportunities.
  • The opportunity to make a positive difference in the lives of our clients and community.

How to Apply:

Please submit your resume via the 'Apply' button below. For a confidential discussion about the role, please contact Karen Low, People & Culture Manager on or via email at

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