Recruitment & Client Support Virtual Assistant (NDIS/ Aged Care)

ABOUT THE COMPANY Our client is a registered NDIS provider delivering mentoring, support work and group programs across South Australia and Queensland, with around 118 staff and 280 participants. They help people build skills, develop confidence and receive the support they need in their day-to-day lives. Recruitment, report preparation and after-hours phone cover are pulling their local recruiter, team leaders and managers away from other work, so they are looking for a reliable, organised Virtual Assistant to take these on. The client is growing, and attracting and recruiting quality support staff is a key priority for the business. About the Role We are looking for a reliable, organised Virtual Assistant to support three key areas: recruitment, participant report preparation and after-hours phone support. Recruitment and report preparation are the two core areas of the role, supported by phone and rostering cover. You will screen applicants, conduct pre-screen calls, arrange interviews, prepare draft participant reports using the client's systems, and assist staff and families with enquiries and roster changes. The scale is real. Each job advertisement can bring in 200 to 300 applicants, and around 240 participant reports are needed every four months, so organisation and attention to detail are essential. Excellent customer service and clear, confident spoken and written English are essential, along with a warm, personable and professional manner. Previous NDIS experience, particularly in rostering or service coordination, will be highly regarded, although it is not essential, as training will be provided. A background in recruitment or customer service is also well suited to this role. Training will be provided in the client's systems, processes and reporting requirements. Callers include support workers, families and participants, so the ability to communicate clearly, patiently and respectfully with a diverse range of people is essential. The client's recruiter and managers interview and choose every hire, and Team Leaders review and finalise every report. This role prepares, checks and supports, and escalates anything outside its authority. Where a query is outside your knowledge or authority, you record the details and refer it to the right person. This is a home-based role, working as part of the client's team. The client is also moving to a new CRM, so being quick to learn new systems matter. Primary Purpose To give the client's recruiter a steady flow of suitable, well-screened applicants with clear notes and organised interview bookings, to maintain a database of strong candidates for future vacancies, to prepare accurate and well-checked draft participant reports for Team Leader review, and to provide calm, professional after-hours and weekend phone and rostering support for participants, families and staff, ensuring callers are always met by a responsive and helpful team member. KEY RESPONSIBILITIES Recruitment Screening & Coordination Review resumes against current recruitment priorities, including location, availability, relevant experience and role requirements, and confirm location and availability during the pre-screen call Identify applicants suited to specific service areas, for example candidates available to work in North Brisbane Conduct phone pre-screens using an agreed checklist to confirm suitability, communication skills, availability and required credentials Maintain accurate applicant records, including screening outcomes and any outstanding information, using the call log tracker spreadsheet Book applicants who meet the criteria into the Recruiter's calendar for interviews and provide clear screening notes Refer promising applicants who do not fully meet the criteria to the Recruiter with clear notes for a decision Keep the Recruiter updated on applicants contacted, screening outcomes and interviews booked Build and maintain a searchable candidate database (spreadsheet) of strong applicants who are not an immediate fit, organised by area with availability and notes, so they can be contacted when future vacancies arise Use weekend shifts to contact applicants who are unavailable during the week and book interviews ahead of the working week Communicate professionally with applicants and follow up where information is missing, ensuring applicants are contacted promptly Participant Report Preparation Monitor the CRM for upcoming quarterly and end-of-plan reports Download the relevant case notes for the reporting period and access the participant's recorded goals and profile information Use the client's approved AI co-pilot agent and report template to generate draft reports Review drafts against the client's reporting guidelines, checking that the correct participant and reporting period are used, information is clear, consistent and easy to understand, goals align with those recorded in the participant's profile, statements about progress are supported by the case notes, and obvious errors, contradictions or missing information are flagged Check that drafts follow the client's NDIS reporting style and language, including goal-focused, forward-looking wording, while keeping every statement accurate and supported by the case notes. Training and examples will be provided. Refer unclear information to the relevant Team Leader rather than making assumptions Prepare drafts for Team Leader review and follow-through, and keep report status records up to date Note: this role prepares and checks draft reports. Team Leaders remain responsible for reviewing and finalising them After-Hours Phone & Rostering Support Act as the primary phone contact between 4:00 pm and 7:00 pm on rostered working days, and provide coverage during Saturday and Sunday shifts (1:00 pm to 5:00 pm) Answer incoming calls to the company phone lines promptly, listen carefully and take clear notes so callers feel heard Respond warmly and professionally to calls from participants, families and staff, adapting your pace and tone to suit each caller Assist with cancellations, staff availability, shift changes and other routine roster enquiries Manage staff absence notifications by arranging cover where possible, and inform the participant or family if cover cannot be arranged Make roster adjustments within training, approved procedures and delegated authority Use the client's reference guides to answer common questions. Where a query is outside your knowledge or authority, take clear notes and refer it to the right person for follow-up, so callers always receive accurate information Record calls, actions taken and outstanding follow-up clearly in the appropriate system Escalate urgent matters, incidents, safety concerns and issues outside your authority to the designated Team Leader or on-call contact Escalate critical or high-risk situations (for example a participant at risk of harm) immediately to a director, in line with the client's escalation procedure. This role does not manage crisis situations, but needs to stay calm and follow the procedure Use the client's phone system (Zoom) and keep your availability status accurate, so calls are routed correctly during your shifts Provide clear handovers so outstanding matters can be followed through Processes & Team Follow documented procedures and help document processes as tasks are handed over, so each task has an SOP Send a daily end-of-day summary covering completed tasks, plans for the next day and any roadblocks or pending items Take part in team chats and meetings and build relationships with local colleagues Hours & Location Remote, home based. Wednesday to Friday, 11:00 am to 7:00 pm Adelaide time, with primary phone coverage from 4:00 pm to 7:00 pm, and Saturday and Sunday, 1:00 pm to 5:00 pm Adelaide time The applicable time zone, public holiday arrangements and roster details will be confirmed before commencement Reliable internet and a quiet, professional environment for phone calls required MUST-HAVE (ESSENTIAL) Excellent spoken English, with the ability to communicate clearly and confidently over the phone and to adapt to different callers Strong written English, reading comprehension and attention to detail A warm, patient and professional customer service approach Sound judgement, including knowing when to resolve an issue and when to escalate it Composure under pressure, including when handling sensitive or high-risk calls Strong organisation and the ability to manage competing priorities and interruptions Confidence using CRMs, calendars, online documents, spreadsheets and AI-assisted tools, and quick to learn new systems Ability to follow procedures, maintain accurate records and handle confidential information appropriately Proven experience in a customer service, administration, recruitment support or coordination role (2+ years is ideal) A friendly, proactive communicator who joins team chats and builds relationships with local colleagues Reliable internet and a quiet, professional environment for phone calls Availability for the agreed working hours (Wednesday to Friday 11:00 am to 7:00 pm, and Saturday and Sunday 1:00 pm to 5:00 pm) NICE-TO-HAVE (HIGHLY REGARDED) Recruitment experience, including candidate sourcing Recruitment administration and phone screening Rostering, scheduling or service coordination experience Knowledge of the NDIS and disability support services Maintaining candidate databases or talent pools Customer service involving participants, families or support staff Reviewing reports or checking AI-generated content for accuracy and clarity Experience supporting Australian clients or businesses Social media and SEO blog writing Essential Skills and Attributes Excellent spoken English, with the ability to communicate clearly and confidently over the phone and to adapt to different callers Strong written English, reading comprehension and attention to detail A warm, patient and professional customer service approach Sound judgement, including knowing when to resolve an issue and when to escalate it Composure under pressure, including when handling sensitive or high-risk calls Strong organisation and the ability to manage competing priorities and interruptions Confidence using CRMs, calendars, online documents, spreadsheets and AI-assisted tools, and quick to learn new systems Ability to follow procedures, maintain accurate records and handle confidential information appropriately A friendly, proactive communicator who joins team chats and takes an active interest in the client's work Reliable internet and a quiet, professional environment for phone calls Availability for the agreed working hours, including both Saturday and Sunday How to Apply Please submit a CV along with a short cover note outlining your years of relevant experience, whether you have worked with Australian clients, any NDIS, rostering or recruitment experience, and your availability for the working hours and weekend roster, including your availability for both Saturday and Sunday, including your notice period. Shortlisted candidates will be contacted to progress to the next stage of the process, which includes a phone screen and a recorded video interview.