Program Coordinator

Job description:

Senior Operations Coordinator (Virtual Assistant)

Quest Collective | Full-Time | Remote

About Quest Collective

Quest Collective is a fast-growing, mentoring-first NDIS provider supporting teens and young adults to become the hero of their own story. We specialise in high-quality mentoring, Supported Independent Living (SIL), and capacity-building supports for young people aged 13 to 40.

As we scale, we are building a highly structured, audit-ready operations engine. We are seeking a Senior Operations Coordinator (VA) who can take ownership of core operational workflows and keep our systems running with precision, compliance, and care.

This is not an entry-level admin role. We are looking for a senior operator who can think critically, act proactively, and maintain high standards without constant supervision.

Role Purpose

The Senior Operations Coordinator is responsible for the smooth, compliant, and accurate execution of daily operations across rostering, ShiftCare administration, invoicing support, payroll preparation, and compliance monitoring, rostering and scheduling.

You will act as a key operational backbone of the organisation, ensuring participant supports run smoothly and the business remains audit-ready at all times.

Key Responsibilities

ShiftCare Systems Management

Maintain accurate participant and staff profiles
Monitor case note completion and quality
Ensure service agreements and funding data are current
Support incident and feedback recording workflows
Maintain clean, audit-ready digital records
Identify and resolve data discrepancies proactively
Rostering and Scheduling (High Priority)

Build and maintain weekly rosters across 1:1, 1:2, 1:3 and SIL supports
Fill vacant shifts quickly and appropriately
Monitor staff availability, fatigue risk, and suitability
Communicate roster changes clearly and professionally
Escalate coverage risks early
Support SIL ratio integrity
Invoicing and Finance Support

Review and approve timesheets in ShiftCare
Prepare accurate invoices for NDIA and plan managers
Export data to Xero
Check kilometres and line item accuracy
Flag billing anomalies early
Support end-of-week finance workflows
Payroll Preparation (SCHADS Award Awareness)

Prepare clean payroll data for processing
Verify hours, sleepovers, and allowances
Flag discrepancies before payroll runs
Maintain employee and contractor records
Support SCHADS Award alignment
Compliance and Audit Readiness

Monitor worker compliance (screening, First Aid, licences, insurance)
Track document expiries and send reminders
Maintain audit evidence folders
Support NDIS Practice Standards alignment
Assist with internal quality checks
Maintain incident and feedback registers
Communication and Team Support

Liaise professionally with mentors, coordinators, and leadership
Follow up incomplete documentation
Support onboarding workflows
Maintain warm, clear, and firm communication
Escalate risks and issues early
Required Experience (Non-Negotiable)

Minimum 2+ years experience working with the NDIS
Strong hands-on experience with ShiftCare
Proven rostering experience in disability, SIL, or community care
Solid understanding of NDIS line items and service delivery
Experience supporting invoicing and payroll workflows
Excellent written and verbal English
High attention to detail and accuracy
Strong time management and reliability
Ability to work autonomously in a remote environment
Highly Desirable

Experience with Xero
SIL operational experience
SCHADS Award familiarity
Experience in a fast-scaling NDIS provider
Previous senior VA or operations role
Process improvement mindset
Personal Attributes We Value

We are looking for someone who:

Takes ownership and follows through
Thinks ahead and prevents problems
Communicates calmly under pressure
Is highly organised and systems-driven
Notices small errors before they become big problems
Balances compliance with practical operations
Is proactive, not reactive
Genuinely cares about participant outcomes
AND, who loves to have a laugh & has a great attitude!

Key Performance Indicators (KPIs)

Success in this role will be measured by:

Rosters filled and stable
Minimal shift gaps
Timesheets processed accurately and on time
Invoices submitted without errors
Compliance dashboard maintained at 100% currency
Minimal payroll corrections required
Fast and professional team communication
Audit readiness maintained at all times
Completes assigned tasks effectively and efficiently and communicates issues promptly
Excellent at creating SOP’s and rolling them out across the organisation
Working Requirements

Full-time remote role
Must be available during Queensland business hours
Reliable high-speed internet and quiet workspace required
Reports directly to Operations Manager / Director
Must demonstrate strong data security and confidentiality practices
Why Join Quest Collective

Mission-driven, high-growth organisation
High ownership senior role
Structured systems and clear expectations
Opportunity to grow with the business
Meaningful work supporting young people and families
Application Instructions

Please submit:

1. Your resume

2. A short video or written introduction

3. Your specific experience with ShiftCare, SCHADS, Fairwork, OHS, WHS and the NDIS

4. Your availability and timezone

5. What makes you stand out from everyone else applying- a great sense of humour and attitude are a must!

Benefits:

Professional development assistance
Work from home
Work Location: Remote