After Hours Agent

• Must be available to work 4pm-12am/ 12am-8am and 8am-4pm on weekdays and public holidays
• Casual opportunity based out of VIC/TAS/NSW

Wellways is committed to reconciliation, lived experience and inclusivity. We strongly encourage and warmly welcome people from Aboriginal and Torres Strait Islander communities, people with a lived experience of mental health and disability and people who identify as LGBTIQA+ to apply. Even if you only meet some of the criteria, we’d love to hear from you.
 

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.
 

Key responsibilities of the role include:

• 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

For these reasons it is essential the candidate demonstrate:

• 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

• Current Working with Children Check and NDIS Workers Screening Check
• 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)

We’re passionate about our work, which is enjoyable, challenging and rewarding. All of our teams work to ensure everyone can imagine and achieve their hopes and potential. We know that people are unique and the experts on their life and are not defined by impairments, diagnosis or labels. We aim to specifically promote safety and inclusivity for LGBTIQ+ and First Nations communities.