Rostering & Incidents Coordinator (Office-Based)

Sydney Health & Care Services (SHCS) | Commencing mid-February 2026

At Sydney Health & Care Services (SHCS), we deliver supports that are person-centred, responsive, and grounded in strong relationships. We’re building a team that lives our values of Collaboration, Communication, Aspiration, and Acceptance and we’re currently seeking four Rostering & Incidents Coordinators to join us in an office-based role starting mid-February.

This role is perfect for someone who enjoys being the calm, capable person behind the scenes who keeps services running smoothly, supports workers to succeed, and helps participants feel heard and safe.

Why You’ll Love This Role

Purpose-driven work where your coordination directly improves participant outcomes

A role where you’re trusted to make decisions, problem-solve, and escalate appropriately

A team culture that prioritises clear communication, respect, and shared responsibility

Variety in your day: rostering, incident triage, complaints support, admin, and stakeholder liaison

4 positions available with a consistent rotating roster structure

A Strict Requirement Before You Apply

This role operates on a 4-week rotating roster.

You must be available to work ALL rotations listed below.

If you cannot commit to the full rotation, please do not apply.

What You’ll Be Doing:

Rostering & Coordination 

Coordinate rosters and shift coverage across services

Communicate roster updates clearly and respectfully with support workers, participants, and stakeholders

Work closely with internal teams to keep supports consistent, reliable, and person-centred

Complex Incidents Management

Receive, triage, and manage incident notifications, including high-risk and complex incidents

Review incident reports for accuracy, completeness, and required follow-up

Record, escalate, and lodge incidents in line with SHCS processes and NDIS expectations

Support timely, calm responses in high-pressure situations

Complaints & Complex Interactions 

Receive and progress complaints and concerns with empathy, fairness, and professional boundaries

De-escalate difficult conversations and remain solution-focused

Ensure complaints are documented, actioned, and progressed appropriately

Help people feel heard while maintaining clear expectations and respectful communication

Administrative Support 

Pre-fill documents and maintain accurate records

Update participant/client information and worker information as required

Support general administrative tasks linked to service delivery and compliance

Rotating Roster (4-Week Rotation)

Week One

Thursday & Friday: 6:00am – 10:00am

Saturday: 6:00am – 2:00pm

Week Two

Thursday & Friday: 4:00pm – 10:00pm

Saturday: 2:00pm – 10:00pm

Week Three

Monday & Tuesday: 6:00am – 10:00am

Sunday: 6:00am – 2:00pm

Week Four

Monday & Tuesday: 6:00am – 10:00am

Sunday: 2:00pm – 10:00pm

What You’ll Bring:

Essential Qualifications & Requirements

Minimum Certificate III in Individual Support

At least 2 years industry experience

Demonstrated experience managing highly complex incidents and sensitive matters

NDIS Worker Screening Check

Current First Aid & CPR

Current Police Check

Current Driver's License and Access to a Vehicle

Skills & Attributes 

Confident handling complex interactions, competing priorities, and time-critical escalations

Strong written documentation and attention to detail

Calm, respectful communication style with workers, participants, families, and stakeholders

A values-led mindset: you collaborate, communicate clearly, and treat people with fairness and acceptance

A desire to learn, improve processes, and contribute to a stronger service culture (aspiration)