[Hiring] After Hours Agent @Wellways Australia

Role Description

The After-Hours Agent will provide staff and participants a centralised point of contact after business hours. The hours of operation are between 4pm and 9am Mon – Fri and 24 hours Saturday, Sunday and Public Holidays on a rotating roster with flexibility to work-from-home.

• ESSENTIAL: Availability to work 4pm-12am/ 12am-8am and 8am-4pm on weekdays and public holidays
• Provide front-line support to Wellways staff across multiple programs, including:
  • IT support
  • Rostering
  • Incident reporting
  • PRN and medication support
  • Emergency escalations
  • Supporting Wellways programs operating beyond standard business hours, including residential and mental health programs
• Maintain clear communication and documentation to ensure efficient handovers between shifts and business-hours teams
• Conduct routine file audits and support maintenance of up-to-date emergency summaries and compliance documentation
• Administrative functions such as document uploads
• Support provided for training, recruitment, and other Corporate Services
• Triage and manage IT-related requests, including but not limited to:
  • Onboarding support
  • Document/Case note Management
  • File merging
  • Password resets/Account unlocks
  • Escalations

Qualifications

• Experience in mental health or community services is helpful — but not essential
• Certificate in Community Services, Mental Health, Disability, a related field or equivalent experience
• Experience in crisis response, incident management, or after-hours support
• Strong administrative and IT skills, with proficiency in CRM and rostering systems
• Ability to work autonomously and handle multiple tasks in a high-pressure environment

Requirements

• Current Working with Children Check and NDIS Workers Screening Check
• Right to Work within Australia
• Satisfactory National Police Records Check
• NDIS Worker Orientation Module Certificate
• Prior experience of working within the Mental Health industry or Community Service-based organisations (desirable)

Benefits

• A purpose driven culture where people can thrive, everyone is respected, and differences are valued
• An equitable, diverse, and socially inclusive work environment
• Salary packaging up to $15,899 enables you to spend a portion of your salary before it is taxed to pay for things like rent, mortgage repayments, car leasing
• Meal and Entertainment allowance via salary packaging up to $2,650 per annum
• Receive 17.5% leave loading every time you take annual leave
• Paid parental leave after 12 months of ongoing employment
• Access for you and your family to our Employee Assistance Program

Company Description

Wellways connects people, strengthens families, and transforms communities for individuals of all ages experiencing disabilities or challenges to their social and emotional wellbeing. A leading for purpose mental health and disability support organisation operating nationally, our services span mental health, disability and community care and reach more than 7000 people each year!

Working with a diverse range of people, Wellways creates an inclusive community where everyone can imagine and achieve their hopes and potential.