Program Support and Scheduling Officer

Reports To

QLD State Manager – Community Connection Program

Part-time - 30.4 hours per week

Position Purpose

The Program Support and Scheduling Officer supports the effective coordination and sustainability of 4 Voices Community Connection Program through volunteer workforce coordination, scheduling support, onboarding activities and program administration.

Under the direction of the QLD State Manager, the role works closely with the State Manager, Team Leaders and volunteers, the role helps to ensure outreach shifts are appropriately staffed, volunteers are supported to commence and remain active in service delivery, and workforce information is maintained to support operational decision-making.

The Program Support and Scheduling Officer plays an important role in supporting shift stability, volunteer retention and service consistency through proactive communication, workforce coordination and practical operational support.

Key Responsibilities

Volunteer Workforce Coordination

• Coordinate volunteer scheduling and roster activities across the Community Connection Program in Southeast Queensland.
• Monitor volunteer availability and assist with maintaining appropriate workforce coverage across shifts.
• Support Team Leaders and the State Manager to identify and address volunteer vacancies and shift coverage needs.
• Assist with coordinating volunteer placements across outreach locations.
• Maintain accurate volunteer workforce records, scheduling information and operational documentation.
• Provide regular workforce updates to support operational planning and service delivery.

Shift Support & Service Stability

• Monitor shift coverage and identify potential workforce gaps or emerging risks.
• Support implementation of workforce and shift stability initiatives developed by the State Manager.
• Assist with volunteer communications relating to shift coverage, scheduling and operational requirements.
• Contribute to maintaining consistent and reliable service delivery across outreach locations.
• Support the collection and maintenance of workforce and shift data to assist service monitoring and reporting.

Volunteer Onboarding & Workforce Readiness

• Support onboarding activities for new volunteers.
• Assist with volunteer inductions, orientation activities and workforce readiness processes.
• Support volunteers to complete onboarding requirements and connect into active shifts.
• Work with Recruitment and Team Leaders to ensure new volunteers are welcomed and supported within the program.
• Maintain communication with volunteers during their onboarding and initial service period.

Volunteer Support & Communication

• Act as a point of contact for volunteers regarding roster enquiries, availability updates and operational matters.
• Maintain positive and professional communication with volunteers across Mobile Outreach services.
• Support volunteer engagement, participation and retention through regular communication and follow-up.
• Assist volunteers in accessing systems, resources and operational information relevant to their role.
• Foster a culture of teamwork, reliability and shared responsibility across volunteer teams.

Operational Support

• Provide administrative and operational support to the State Manager and Program initiatives
• Assist with maintaining workforce reports, records and service documentation.
• Support implementation of operational processes and continuous improvement activities.
• Occasionally attend outreach shifts or service activities to provide practical support where required.
• Undertake other duties consistent with the position and organisational requirements.

Key Selection Criteria

Essential

• Experience coordinating volunteers, staff or community-based teams.
• Strong organisational and administrative skills with the ability to manage multiple priorities.
• Demonstrated ability to coordinate schedules, logistics or workforce activities.
• Strong interpersonal and communication skills.
• Ability to build positive relationships with volunteers and stakeholders.
• Sound computer skills, including Microsoft Office and database systems.
• Ability to work independently and as part of a team.
• Commitment to the values of 4 Voices: Commitment, Heart, Courage and Together.
• Ability to problem-solve and respond proactively to scheduling challenges.

Desirable

• Experience working within the community services or not-for-profit sector.
• Experience supporting volunteer programs or volunteer workforces.
• Experience using Better Impact or similar volunteer management systems.

Key Outcomes

Success in this role will be demonstrated through:

• Improved volunteer workforce coverage across our Community Connection Program
• Increased shift reliability and volunteer engagement.
• Timely onboarding and activation of new volunteers.
• Accurate workforce records and scheduling information.
• Positive volunteer and Team Leader feedback regarding workforce support.
• Effective communication and coordination across outreach teams.
• Contribution to improved service consistency and volunteer retention.

Our Values

At 4 Voices, our work is guided by the values of:

Commitment – We show up and follow through.

Heart – We lead with compassion, empathy and care.

Courage – We embrace challenges and advocate for those who need support.

Together – We achieve more through collaboration, connection and shared purpose.