Rostering and Scheduling Officer - NDIS (Australian Client/Day Shift)

About Brainbox

Brainbox is different to every other BPO.  It’s not just the amazing culture, strong brand, loyal customers and talented staff - it is deeper than that.  The Brainbox core value of ‘Always Be Kind’ is embedded in every policy, decision, and every day.  We develop our people, and the Philippines management team is all Filipinos.   Everything we do is aimed at providing people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love their what they do and become the best versions of themselves.

Purpose of the role

This role exists to manage real-time rostering and scheduling across support workers and participants. The goal is simple but commercially critical: maximise filled hours, reduce cancellations and gaps, and ensure compliance with NDIS and award constraints. Done well, this role directly increases revenue and service reliability. 

Key duties

• Build and maintain staff rosters aligned to participant plans
• Allocate workers based on skills, availability, and preferences
• Monitor schedules daily and adjust for cancellations or changes
• Fill urgent gaps and manage last-minute shift coverage
• Coordinate directly with support workers on availability and attendance
• Ensure compliance with award conditions, fatigue rules, and NDIS constraints
• Maintain accurate records across rostering and care systems
• Track attendance, completion, and service delivery accuracy
• Liaise with participants, families, and internal teams
• Optimise rosters to improve utilisation and reduce travel time
• Produce basic workforce and utilisation reports
• Escalate risks such as unfilled shifts or service gaps

Must have attributes

• Proven rostering / scheduling experience
• Experience in allocating or moving shifts
• Strong understanding of NDIS or Australian home care environment
• High attention to detail and compliance awareness
• Ability to operate in real-time, fast-moving environments
• Strong communication with workers and stakeholders
• Resilience when dealing with constant changes and pressure

Systems & Tools expected

• Rostering and care management systems
• Timesheets (mandatory experience)
• NDIS-related platforms and processes
• Basic reporting tools
• Exposure to Xero is beneficial but not essential 

Perks

• Attractive and competitive salary
• Tenure-based and Performance-based incentives
• Paid time off
• Unlimited cash incentives for hired referrals
• Engagement and Recognition programs
• HMO on day 1
• Work-life balance with a 37.5h week and free weekends
• International career growth and clients
• Opportunities to travel abroad
• Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants
• Fun and inclusive working environment and great working culture
• Dedicated local support with local Management, HR, onboarding, payroll, and ICT
• Access to unlimited training and micro-competencies to advance your skills

This role is subject to a number of skills and possible practical tests.

This position is an onsite role at our Pampanga office. Candidate must be willing to work on-site.

Work Location: Sto. Domingo, Angeles City (across Sacred Heart Medical Center)