NDIS VA

1 Purpose

This role exists to systematically remove high-volume, process-driven administrative and financial tasks from Australian-based leadership, enabling the operations and CEO functions to focus on judgement-intensive work. The position holder will own a defined suite of routine billing, NDIS administration, document management, and general admin tasks, executing them to a consistent standard with clear exception pathways.

2. Key Responsibilities

A. Billing & Invoice Administration

Routine financial processing tasks requiring accuracy and attention to NDIS billing rules:

• Generate invoices from ShiftCare data on the agreed billing cycle, export to Xero.

• Submit NDIS Claims via ShiftCare.

• Export timesheets from ShiftCare to Xero.

• Run the exceptions report and flag invoice line-item errors.

• Submit draft invoices in Xero.

• Approve draft timesheets in Xero.

• Send simple outstanding invoice reminders to plan managers and participants.

• Escalate non-routine errors, rejections, or unresolved discrepancies to Theresa.

B. ShiftCare, Participant Records and Reporting

A core part of this role is maintaining accurate participant, staff and service information in ShiftCare.

• Entering and updating participant information in ShiftCare based on approved notes, forms, meeting outcomes and instructions.

• Draft service agreement forms, quotes and related participant documentation using approved templates.

• Entering NDIS plan information, plan dates, plan management details, service allocations and relevant funding information as directed.

• Adding and updating staff unavailability in ShiftCare to support accurate rostering and workforce planning.

• Preparing monthly participant reports by extracting relevant ShiftCare information using ShiftCare AI summary tools.

• Monitoring participant funding usage and flagging potential overspends, underspends, expired plans, missing budget information.

• Assisting with routine updates to existing support documentation where information has been provided.

• Maintain the participant lists, flag expired information, and chase where needed.

C. General Administration & Inbox Management

Day-to-day administrative tasks maintaining operational flow:

• Monitor and triage the admin inbox daily; route emails to the correct team member.

• Respond to and action routine follow-up emails on behalf of the team.

• Organise and book client accommodation and respite as directed.

• Maintain and update support worker profiles, induction materials, and admin documents.

D. Compliance, HR Admin & Document Support

Routine compliance tracking and document filing to support audit readiness:

• Collect, name, and file audit evidence as directed; chase outstanding documents from staff and participants.

• Track worker screening, WWCC, and police check expiry dates; send reminders and chase renewals.

• Maintain induction and onboarding materials for support workers.

E. Content & Communications Support

Scheduled content and communications execution (strategy set by Australian leadership):

• Prepare and schedule social media posts and monthly content calendars from approved content.

• Distribute newsletters, event calendar send-outs, and routine stakeholder communications using approved templates.

3. Systems & Tools

The successful candidate will be trained on the following platforms:

Platform

Primary Use in This Role

ShiftCare

Participant records, staff availability, rostering support, service agreement preparation, funding monitoring, invoicing data and report preparation.

Xero

Invoice processing support, payment tracking, reconciliation support, unpaid invoice follow-up and finance exception reporting.

Employment Hero

HR administration support, onboarding documentation and staff record maintenance.

HubSpot

Events calendar send-outs, routine communications

Google Workspace

Email, document management, shared folders

Decision-Making and Escalation

This is an administrative and system-support role. The employee is responsible for completing assigned tasks accurately, following approved procedures, maintaining records, preparing draft documents, monitoring data and flagging issues for review.

The employee does not make independent decisions about participant risk, safeguarding, funding, service delivery, support plans, referrals, staff approvals, payroll exceptions or expenditure.

Any unclear information, participant safety concern, funding issue, billing discrepancy, missing documentation, complaint, incident or potential risk must be escalated to the relevant Platform To team member on the same business day.

4. Reporting & Working Arrangements

Item

Detail

Reports to

(CEO) with day-to-day contact via (Direct Services Coordinator)

Working hours

Aligned to AEST / AEDT business hours (or agreed overlap window)

Location

Philippines

Communication

Daily async update via agreed channel; escalation pathway defined per SOP

Exception handling

Clear SOP for each task area; all non-routine items escalated same day

5. Selection Criteria

Essential

• 3+ years experience in administrative or financial operations support.

• Demonstrated accuracy in data entry and routine financial processing (invoicing, billing, claims).

• Familiarity with Xero, Employment Hero, or similar Australian payroll/accounting platforms.

• Strong written English; able to draft professional emails and follow-up communications.

• Proficiency with cloud-based platforms and ability to learn NDIS-specific systems – (ShiftCare).

• High attention to detail with a systematic, checklist-driven approach to work.

• Reliable AEST-compatible working hours and stable internet connection.

Desirable

• Prior experience in NDIS, aged care, or Australian disability services administration.

• Experience managing social media content calendars or scheduling tools.