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

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.
• 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.
• 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.
• 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.

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.

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.
• 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
• 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.