[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 the hours of 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, NDIS Workers Screening Check, LCS2 Check and QLD Blue Card
• 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