AU On Call Officer

Discover your 100% YOU with Beepo!

• Position: On Call Officer
• Location: Clark, Pampanga
• Work setup & shift: Remote | Day Shift
  

What's in it for you?

• Competitive Total Rewards (Compensation, Allowance, HMO, and Paid Time Off)
• Employee Referral Program
• Work Life Balance

Key Responsibilities

Workforce & Rostering Management

• Handle after-hours calls and emergencies, including staff absences, shift cancellations, and urgent client requests

• Ensure adequate shift coverage by quickly mobilizing available support workers and managing roster changes

• Maintain an up-to-date database of staff availability, skills, and compliance requirements

• Collaborate with Workforce Coordinators and House Coordinators to ensure seamless shift transitions

• Escalate urgent issues that require management intervention while ensuring business continuity

Incident Management & Problem-Solving

• Respond to and manage after-hours incidents, including participant concerns, staff issues, and unforeseen disruptions

• Document and log all after-hours calls and actions taken, ensuring proper follow-up during business hours

• Coordinate with House Coordinators and Support Teams to implement solutions for urgent care or operational matters

• Maintain clear and professional communication with staff, clients, and families in high-pressure situations

Compliance & Reporting

• Ensure all rostering and workforce adjustments comply with NDIS and company policies

• Maintain accurate records of incidents, staff replacements, and shift modifications

• Generate end-of-shift reports summarizing key issues, resolutions, and outstanding concerns for the management team

• Assist in incident investigations, audits, and documentation as required

Technology & Remote Work Management

• Utilize workforce management software (e.g., ShiftCare, Deputy, CareMaster) for real-time rostering updates

• Manage communication channels such as Microsoft Teams, WhatsApp, and internal reporting systems

• Ensure all escalations and concerns are logged accurately for team handover during regular business hours

Qualifications and Experience:

• At least 1 to 2 years proven experience in an On-Call, Workforce Management, or Emergency Response role

• Strong problem-solving abilities with the capacity to work under pressure

• Ability to multitask and prioritize urgent issues effectively

• Excellent verbal and written communication skills in English

• Experience in NDIS, disability support services, aged care, or healthcare is highly desirable

• High level of confidentiality, professionalism, and discretion

• Comfortable working remotely with stable internet and a professional home setup

• Proficiency in Microsoft Office, workforce scheduling software, and incident reporting systems

• Ability to work flexible hours, including nights, weekends, and public holidays when required

About Beepo
Beepo is a Probe Group company, a full-service Australian-owned outsourcing company, with a team of 15,000 across 6 countries — the largest, and most diverse Australian-owned customer experience outsourcing provider.

Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.

You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.

*Terms and conditions apply