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