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

At Sydney Health & Care Services (SHCS), we deliver person-centred supports with a strong focus on relationships, quality, and consistency. We’re seeking an experienced Client Service Coordinator to join our team commencing February 2026.

This is a key coordination role for someone who thrives in a fast-paced environment, can manage complex participant needs, and leads with our values of Collaboration, Communication, Aspiration, and Acceptance.

Working Hours (4-Week Rotating Shift Pattern)

This is a full-time position worked across 4 shifts rotated every 4 weeks:

• Week 1: 7:00am – 3:00pm
• Week 2: 8:00am – 4:00pm
• Week 3: 9:00am – 5:00pm
• Week 4: 10:00am – 6:00pm

About the Role

The Client Service Coordinator supports a caseload of participants and oversees the day-to-day coordination of services from intake through to ongoing support, quality assurance, and stakeholder engagement.

You will be responsible for:

Participant Coordination & Caseload Management

• Manage a caseload of participants across low to complex support needs
• Maintain accurate participant records (service agreements, care plans, risk assessments, communications, reporting)
• Ensure participant preferences and goals are documented, reviewed, and actioned

Rostering & Timesheet Oversight

• Develop and manage weekly rosters to ensure consistent, appropriate staffing
• Review timesheets for accuracy, compliance, and correct shift coding
• Liaise with relevant teams to resolve discrepancies

Risk Management & Incident Handling

• Maintain and review risk assessments, especially following incidents or changes in needs
• Manage incidents end-to-end: reporting, follow-up actions, escalation pathways, and documentation
• Work with internal and external stakeholders to reduce risk and improve outcomes

Stakeholder Engagement

• Act as a key contact for participants, families, support coordinators, plan managers, and other providers
• Maintain timely, respectful, and solution-focused communication
• Participate in case conferences and plan reviews as required

Recruitment, Onboarding & Workforce Support

• Support recruitment needs for frontline workers aligned to participant requirements (screening, interviewing, onboarding coordination)
• Assist with induction processes and ensure workers are job-ready
• Work closely with HR and the Workforce Compliance Team to follow up training and outstanding documents
• Support worker oversight to maintain service continuity and quality expectations

Quality Assurance & Home Visits

• Conduct regular check-ins and home visits to monitor satisfaction and service standards
• Identify gaps and implement improvements across service delivery and documentation

On-Call / Out-of-Hours Requirement (Important)

This role requires participation in the on-call / out-of-hours rotation, Monday through to Sunday, as part of shared coverage to ensure continuity of supports.

Essential Requirements

• Minimum Certificate IV in an industry-related qualification (e.g., Disability, Aged Care, Community Services, or similar)
• Demonstrated experience coordinating supports in an NDIS and/or Aged Care environment
• Strong incident management capability and confident documentation skills
• Current NDIS Worker Screening Check (and WWCC if required)
• Current First Aid & CPR
• Current Police Check
• Driver’s Licence and willingness to travel as required
• Completion of the NDIS Worker Orientation Module (or willingness to complete immediately)

Highly Desirable

• AIN or RN background (highly desirable)
• Experience managing complex participants, high-risk situations, and multi-stakeholder communication
• Experience supporting recruitment and onboarding for frontline teams