Job Title: Operations Coordinator
Reports To: GM
Department: Operations
Location: Hybrid
Employment Type: Part-time
ROLE OVERVIEW
Working alongside the General Manager, you'll keep the everyday running smoothly- scheduling, staff and client communication, NDIS compliance, client records, and a helping hand with recruitment. You'll hold the small details together so support workers can focus on people instead of paperwork, and participants get the consistency they can count on. You'll be the glue that keeps the team moving- so support workers can show up and do what they do best.
YOUR OPPORTUNITY
We're Tweed Coast Support Services. We support people with psychosocial, neurological and neurodivergent needs, and participants living independently on SIL funding, right across the Tweed and Gold Coasts. The work is simple to say and not always simple to do: help people live the life they choose, on their own terms.
Behind that work is a small, tight team and you'll sit right at the centre of it, working most closely with the General Manager. It's a rare chance to learn the business from the inside, alongside both the GM and the Managing Director, in a role that touches nearly everything: how we schedule, how we stay compliant, how we look after our people and the people we support.
Here's what makes it genuinely unique. We'll train you to step into the GM role on secondment for two months across November and December 2026 - real responsibility, real trust, and a front-row seat to how the whole organisation runs. For that reason, you'll need to be available throughout November and December 2026, with no annual leave planned beyond the Christmas public holidays.
Get this role right and the impact shows up everywhere: shifts covered, records in order, compliance sorted, new staff welcomed well, and a leadership team freed up to focus on growing what we do. You won't just keep things running - you'll help shape what comes next.
YOUR CONTRIBUTION - KEY RESPONSIBILITIES:
- Coordinate rosters and scheduling so every support session is covered, consistent and runs on time.
- Cover weekend on-call across Saturdays and Sundays so urgent roster changes are handled quickly and no shift goes unfilled-currently averaging just 0–2 active hours per weekend.
- Respond to the people we support across all their enquiries — changes to their scheduled supports, support worker preferences, complaints, positive feedback, and acting as their first point of contact for anything else — so they feel heard, informed and genuinely looked after.
- Support compliance and help build the documents and processes we need as we work towards NDIS registration.
- Maintain accurate, current and secure client records so the team has what it needs, operations run smoothly and we stay compliant.
- Keep support workers informed and backed through clear, timely staff communication.
- Strengthen the team by supporting recruitment, so the right people are found, hired and welcomed well.
- Contribute ideas and input to improving systems and processes so the organisation runs more efficiently over time.
- Track and report on operational performance so leadership can make confident, informed decisions.
- Build the skills and knowledge to step into the GM secondment with confidence when the time comes.
WHAT WE'RE LOOKING FOR - ESSENTIAL CRITERIA:
- Demonstrated experience in scheduling, rostering or operations coordination in a fast-paced environment.
- Proven ability to communicate clearly and professionally with a range of people — including staff, management and the people we support — adapting to their individual communication needs and preferences.
- Sound organisational skills, with a proven ability to manage competing priorities, work autonomously and remain calm under pressure.
- Demonstrated ability to handle confidential and sensitive information with discretion, and to maintain accurate records.
- Demonstrated experience working in the disability, aged care or community services sector.
DESIRABLE QUALIFICATIONS:
- Existing knowledge or ability to acquire knowledge of NDIS compliance and registration requirements.
- Willingness to develop skills in operational leadership and readiness to step into a management role.
- Experience using rostering or client management systems including ShiftCare would be advantageous.
CONDITIONS OF EMPLOYMENT
This is a three-day-a-week role — either Monday, Tuesday and Friday, or Monday, Thursday and Friday. Each day runs between 6 and 7.5 hours within standard business hours, with some flexibility around when you start and finish.
You'll also be on call across Saturdays and Sundays for any rostering emergencies — currently averaging just 0–2 active hours per weekend. On-call and any active hours are compensated in line with the relevant award allowances.
The role is hybrid: mostly working from home, with some days on-site alongside the General Manager.
BENEFITS & WHAT WE OFFER:
- Hands-on leadership development
- Direct mentoring from the GM and Managing Director
- Strong work/life balance with 2-3 days WFH
- Low weekend on-call load (0–2 hours), with award allowances paid on top
- Professional development/Training Opportunities
- Award Leave Entitlements