Virtual Assistant (with NDIS experience)

Overview

Virtual Assistant (with NDIS experience) Jobs in National Capital Region, Philippines at Outsourced

Title: Virtual Assistant (with NDIS experience)

Company: Outsourced

Location: National Capital Region, Philippines

Job Description

Company Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

POSITION PURPOSE

The Virtual Assistant provides efficient, accurate, and responsive administrative and human resources support to operations team. Working remotely, this role is central to the smooth coordination of recruitment, onboarding, rostering, HR administration, incident management follow-up, and participant-facing support tasks.

This role is compliance-critical. The Virtual Assistant contributes directly to adherence to the NDIS Practice Standards by maintaining accurate documentation, protecting participant and worker information, supporting effective incident management processes, and ensuring new workers are correctly onboarded and screened before commencing with participants.

Key Responsibilities

Reception and Communication

• Act as a remote first point of contact for participants, families, staff, and external stakeholders via phone, email, and messaging platforms.
• Respond to enquiries professionally, warmly, and in a timely manner, escalating matters appropriately when required.
• Manage incoming and outgoing correspondence, including email inboxes and internal
• Maintain clear, professional, and accessible communication that reflects person-centered values and the NDIS Code of Conduct.

Recruitment and Talent Acquisition

• Manage active job advertisements on Seek and other platforms, including posting, monitoring, and updating listings.
• Screen and review applications received through Seek against role requirements and NDIS compliance criteria (e.g., relevant experience, qualification indicators, values alignment).
• Make initial phone contact with shortlisted Seek applicants to conduct a pre-screening conversation, confirm interest, and schedule formal interviews.
• Coordinate interview scheduling between candidates and the Operations Manager or relevant hiring manager.
• Send offer letters, pre-employment documentation, and position descriptions to successful
• Maintain an accurate recruitment tracker and provide regular status updates to the Operations Manager.
• Ensure all recruitment activities reflect commitment to equal opportunity, diversity, and inclusion, consistent with anti-discrimination legislation.

Onboarding – Caremaster and Employment Hero

• Coordinate the end-to-end onboarding of all new workers, including support workers, coordinators, and administrative staff.
• Set up new worker profiles in Caremaster, including entering personal details, role information, qualifications, and compliance documents.
• Set up new worker profiles in Employment Hero, including sending onboarding invitations, configuring employment details, and ensuring all required fields are complete.
• Collect, verify, and upload all mandatory pre-employment compliance documents, including: NDIS Worker Screening Check clearance; Working With Children Check (where applicable); NDIS Worker Orientation Module certificate ('Quality, Safety and You'); current First Aid and CPR certification; relevant qualifications and registrations; identification documents; tax file number declaration; superannuation choice form; and bank details.
• Confirm that no new worker commences delivering supports to NDIS participants until all mandatory checks and documentation are cleared and recorded in both Caremaster and Employment Hero.
• Track onboarding progress and escalate any outstanding items or compliance gaps to the Operations Manager immediately.
• Maintain organised, accurate, and up-to-date personnel records in both systems throughout the employment lifecycle.

HR Administration and People Support

• Maintain accurate and current HR records for all staff in Employment Hero, including contract variations, pay rate changes, leave balances, and role changes.
• Assist with the preparation and distribution of employment documents, including offer letters, contracts, contract variations, and letters of confirmation.
• Monitor and track expiry dates for mandatory compliance documents across the workforce (NDIS Worker Screening Checks, WWCCs, First Aid certifications, qualifications), and proactively notify workers and the Operations Manager of upcoming renewals.
• Maintain staff training records and assist with the coordination of mandatory training completions (e.g., incident management, privacy and confidentiality, WHS, safeguarding).
• Support People & Culture with administrative tasks including scheduling meetings, preparing documentation, and maintaining HR registers.
• Handle all HR-related information with strict confidentiality in accordance with the Privacy Act 1988 and the Australian Privacy Principles.
• Assist with offboarding administration, including return of access and system deactivation, under direction from the Operations Manager.

Rostering and Support Worker Allocation

• Build, maintain, and adjust support worker rosters across services to ensure participants receive consistent and reliable supports.
• Match support workers to participants based on skills, qualifications, gender preferences, cultural considerations, language, location, and continuity of support.
• Confirm shift coverage and proactively manage cancellations, no-shows, leave, and last-minute changes by sourcing replacement workers.
• Communicate roster information clearly and promptly to support workers, participants, families, and Support Coordinators.
• Liaise with Support Coordinators and clinical staff to align rostering with each participant's NDIS plan goals, service agreement, and risk profile.
• Maintain accurate records of allocated, completed, and cancelled shifts to support payroll and service delivery reporting.
• Identify and escalate roster gaps, conflicts, or shortfalls promptly to the Operations
• Ensure rostering decisions reflect duty of care and each participant's right to choice and control.

Incident Management Follow-Up and Worker Wellbeing

• Monitor incident register and ensure all logged incidents, near-misses, hazards, and complaints are followed up within required timeframes.
• Contact support workers involved in or affected by an incident within 24 hours of the incident being reported, to check on their wellbeing, confirm they have received appropriate support, and document the welfare check outcome.
• Use a trauma-informed and compassionate communication approach when contacting workers following an incident, recognising that incidents can be distressing for staff as well as participants.
• Record all worker welfare check contacts in the incident register, including the date, time, method of contact, worker's reported wellbeing, and any follow-up actions required.
• Escalate immediately to the Operations Manager if a worker reports ongoing distress, requires additional support, or raises further concerns about the incident.
• Assist with tracking corrective actions and continuous improvement activities arising from incidents through to resolution.
• Recognise the categories of NDIS reportable incident: the death of a participant; serious injury of a participant; abuse or neglect of a participant; unlawful sexual or physical contact with, or assault of, a participant; sexual misconduct (including grooming) committed against, with, or in the presence of a participant; and the use of an unauthorised restrictive practice.
• Immediately notify the Operations Manager of any suspected or actual reportable incident and support timely lodgement of notifications to the NDIS Quality and Safeguards Commission within prescribed timeframes (initial notification within 24 hours for most categories; full report within 5 business days).

Participant Administration

• Support the onboarding and intake of new participants, including preparation and filing of service agreements, consent forms, and supporting documentation.
• Maintain accurate and up-to-date participant records in Caremaster in line with privacy, confidentiality, and record-keeping policies.
• Assist with appointment scheduling, confirmations, and calendar management for clinical and support staff.
• Process participant-related paperwork (consents, plan documentation, supporting forms) under the direction of the Operations Manager

Records and Documentation

• Ensure participant, staff, and organisational records are stored securely and retained in accordance with NDIS, privacy, and record-keeping requirements.
• Maintain organised digital filing systems across Caremaster, Employment Hero, and other platforms
• Support document version control for policies, procedures, forms, and templates stored on Employment Hero.
• Assist with audit readiness activities by retrieving, collating, and presenting records as requested by management.

Compliance and Quality Support

• Maintain familiarity with all policies and procedures stored on Employment Hero and apply them consistently in day-to-day work.
• Apply the NDIS Code of Conduct in all interactions, including obligations to: act with respect for individual rights to freedom of expression, self-determination, and decision-making; respect privacy; provide supports and services in a safe and competent manner with care and skill; act with integrity, honesty, and transparency; promptly take steps to raise and act on concerns about quality or safety; take all reasonable steps to prevent and respond to violence, exploitation, neglect, and abuse; and take all reasonable steps to prevent and respond to sexual misconduct.
• Contribute to audit readiness activities, including NDIS Practice Standards audits conducted by an NDIS-approved quality auditor.

Work Health, Safety, and Wellbeing

• Follow all work health and safety policies and procedures, adapted for a remote working environment.
• Report hazards, incidents, and near-misses promptly through the appropriate
• Contribute to a safe, respectful, and inclusive workplace for staff, participants.

QUALIFICATIONS, EXPERIENCE, AND CHECKS

Essential

• Strong computer literacy, including Microsoft Office (Word, Excel, Outlook) and confidence learning new platforms and systems.
• Demonstrated experience using HR or workforce management systems (e.g., Employment Hero, Caremaster, or equivalent).
• Experience in a recruitment, administration, or HR support role, including phone-based candidate engagement.

Desirable

• Certificate III or IV in Business Administration, Human Resources, or a related
• Prior exposure to the NDIS, disability, health, or community services
• Familiarity with Seek, rostering software, PRODA, PACE, or other NDIS-related
• Experience supporting audit or compliance
• Understanding of the SCHADS Award and its application to support worker

Skills And Competencies

• Professional, warm, and person-centred communication with participants, workers, candidates, and colleagues in a remote environment.
• High attention to detail and accuracy in documentation, data entry, rostering, and compliance tracking.
• Strong organisational and time management skills, with the ability to prioritise competing demands and meet strict timeframes (e.g., 24-hour welfare check obligations).
• Demonstrated ability to manage end-to-end recruitment and onboarding processes
• Discretion and a strong understanding of privacy, confidentiality, and information security under the Privacy Act 1988 and Australian Privacy Principles.
• Compassionate and trauma-informed communication approach, particularly when supporting workers following incidents.
• Cultural awareness and the capability to work respectfully and inclusively with Aboriginal and Torres Strait Islander people, culturally and linguistically diverse communities, and LGBTIQA+ participants and workers.
• Ability to work independently, use initiative, and manage workload with minimal supervision in a remote setting.
• Commitment to continuous improvement and ongoing professional
• Understanding of, and commitment to, the NDIS Code of Conduct and the rights of people with disability.

Additional Notes

• Monday to Sunday (Candidates must be flexible to work on weekends and holidays)
• Shifting schedules between 5:00 AM and 8:00 PM Manila Time

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.