Wellways is committed to reconciliation, lived experience and inclusivity. We strongly encourage and warmly welcome people from Aboriginal and Torres Strait Islander communities, people with a lived experience of mental health and disability and peoplewho identify as LGBTIQA+ to apply. Even if you only meet some of the criteria, we'd love to hear from you.

About the opportunity

This is the perfect role for a compassionate generalist who understands the incredible difference excellent customer care can make to those you work with.

As our new After Hours Agent, you will be joining a dedicated team that serves as a centralised point of contact for all staff and external stakeholders, including referrers and participants, and plays an integral part in ensuring the delivery of services to those in our care.

This role will see you supporting our service delivery teams to ensure that continuation of care is maintained outside of business hours. Your responsibilities in line with this include rostering and shift changes, incident reporting and PRN approvals as required. Your well-honed communication skills will be an asset as you will be required to take a trauma informed approach as you support participants and address their queries. You will also be responsible for management of referrals and appropriate incident reporting.

This is a highly varied role that has a high level of autonomy - you will be required develop a firm understanding of processes and be able to think on your feet to reach outcomes to ensure continuation of service to both internal and external stakeholders and be able to recognise when issues or events warrant escalation. Whilst you don't require advanced computer skills, you will need to be comfortable working within our systems to maintain the accuracy of reporting and documentation.

Shifts for this role are varied but fall between the hours of 4pm to 9am on weekdays and any time throughout the day on weekends and public holidays.

This vacancy will be based out of one of our office locations, but equipment will be provided and you will be able to perform your role, for the most part, from the comfort of your own home.

What we offer

• Purpose-Driven Culture: Immerse yourself in a culture where passion meets purpose. Here, you can thrive while making a genuine difference. We hold respect for every individual close to our hearts, and we cherish the unique contributions that each person brings to the table.
• Equitable and Inclusive Work Environment: We take pride in fostering a workplace that's not just diverse, but also equitable and socially inclusive. We value the rich tapestry of backgrounds, experiences, and perspectives that our team members bring, and we actively promote an atmosphere of inclusion and belonging.
• Salary Packaging: Enhance your financial well-being with our salary packaging option, which lets you allocate up to $15,899 of your salary for specific expenses before taxes kick in. This means more financial flexibility for you to allocate funds toward things like rent, mortgage payments, or car leasing.
• Meal and Entertainment Allowance: Indulge in the joys of life with our meal and entertainment allowance, available through salary packaging. You can enjoy up to $2,650 per annum to savor delightful meals and experiences with your loved ones, all while saving on taxes.
• Employee Assistance Program: We understand that life comes with its challenges, and your well-being is important to us. As part of our commitment to your holistic health, you and your family have access to our Employee Assistance Program. It's a supportive resource designed to help you navigate life's ups and downs with confidence and resilience.

What do you need?

• Relevant Tertiary Qualifications, or equivalent experience
• Strong organisational and time management skills with a demonstrated ability to prioritise and complete assigned tasks in a timely manner
• Demonstrated excellent interpersonal and communication skills
• Demonstrated capacity to provide excellent customer service as part of a team
• Sound ICT skills
• Satisfactory National Police Records check
• Right to work within Australia
• NDIS Worker Orientation Module Certificate
• Evidence of, or a willingness to undergo pre-employment checks including a National Police Records Check, Working with Children Check - Employee, NDIS Worker Screening Check and Child Safety and Personal History Screening Check (Licensed Care Services)

For a confidential discussion and the full position description, please contact Tekka Muscat on 0481 096 812.

Candidates may be contacted and interviewed prior to the closing date. Previous applicants welcome to reapply.

Wellways Australia Limited is committed to the safeguarding of children and vulnerable people. All applicants applying for roles within Wellways must undergo a screening process prior to their successful appointment.