NDIS Operations Assistant

About SyncAssist

SyncAssist is a backend operations partner for NDIS providers across Australia. We do not provide direct support to people with disability. We fix the broken backend that stops providers from delivering great support.
Our clients are NDIS businesses - typically 5 to 100 staff - whose operations have outgrown their systems. Invoicing errors, compliance gaps, missed remittances, disorganised participant records. The kind of problems that create financial risk and audit exposure for providers and their participants.
We go inside their systems - ShiftCare, Visual Care, Xero, MYOB, PRODA, Google Drive, SharePoint - and we fix what is broken. We build structured workflows, document SOPs, and execute operational rhythms so providers can focus on care.
This is not a general admin role. Every person on our team works directly inside live NDIS provider systems. The work is precise, compliance-sensitive, and directly connected to participant outcomes. If you get it wrong, a real person's funding is affected.
We are a structured, systems-driven team. We use ClickUp for task management, Process Street for workflow execution, Airtable as our delivery engine, and Google Drive as our single source of document truth. We document everything. We follow SOPs. We escalate fast and we do not cut corners.

If that sounds like the environment you thrive in, read on.

The Role:
Position: NDIS Operations Assistant Reports to: Head of Client Operations and Delivery

You will be embedded inside the backend operations of active NDIS providers. You are not a personal assistant. You are not a generalist VA. You are executing structured, compliance-sensitive workflows inside live provider systems - invoicing, participant records, service agreements, compliance registers - on behalf of clients who have paid for precision.
You will work directly under the Head of Client Operations and Delivery, following documented SOPs for every task. You will not make decisions outside your scope. You will escalate issues immediately. You will deliver consistent, accurate output every week.

What You Will Actually Be Doing :
These are the tasks you will own week to week. If you do not have direct experience with these tasks inside an NDIS provider context, do not apply.

Invoicing and Finance Administration
- Prepare weekly NDIS invoicing data from shift records in ShiftCare or similar scheduling platforms
- Cross-reference service delivery records against participant plan budgets before submitting claims
- Process and reconcile remittance advice from the NDIA against submitted claims
- Track outstanding invoices in the financial workflow register
- Execute the structured overdue invoice follow-up sequence as per SOP
- Flag anomalies, budget shortfalls, or claim discrepancies to the Head of Operations immediately

Participant and Provider Record Management
- Maintain accurate participant records — personal details, plan dates, funding categories, support budgets
- Prepare and manage service agreements, consent forms, and plan review documents
- Update participant and staff registers in line with NDIS requirements and client-specific SOPs
- Monitor participant funding utilisation and flag participants approaching budget limits
- Manage document version control in Google Drive using SyncAssist file naming conventions

Compliance and Register Maintenance
- Maintain and update all client compliance registers — i ---------- , complaints, staff credentials, and policy registers
- Prepare document packs for scheduled audits and quality reviews
- Identify gaps or overdue items in compliance registers and escalate within the agreed timeframe
- Ensure all documents are filed in the correct folders following the client folder template


Email Triage and Inbox Management
- Manage provider email inboxes within the agreed daily rhythm
- Sort, prioritise, and action or escalate emails within the agreed daily rhythm
- Draft routine responses using approved templates for standard provider communications
- Flag urgent or compliance-sensitive emails immediately

Task and Workflow Management
- Log all tasks, updates, and completion notes within the client task structure in ClickUp
- Execute workflow steps exactly as documented — no shortcuts
- Raise flags when a workflow step cannot be completed as documented
- Update the weekly client delivery summary with status of all active workflows

Non-Negotiable Requirements :
Every item below is a hard requirement. If you cannot demonstrate direct experience with each of these in an NDIS provider context, your application will not proceed.

Requirements:
What we need to see
- NDIS invoicing : Hands-on experience preparing NDIS claims - including PACE or PRODA submission workflows, claim codes, and support category budgets. Not just understanding invoicing in theory.
- ShiftCare or equivalent : Direct experience in a rostering or NDIS scheduling platform — entering shifts, extracting invoice data, managing participant records. ShiftCare strongly preferred.
- PRODA and PACE : Working knowledge of Services Australia systems. You should know what PRODA is used for, what can go wrong, and how to flag access issues.
- Service agreements : Experience preparing or managing NDIS service agreements across plan management, self-managed, and agency-managed participant types.
- Compliance registers : Experience maintaining participant, staff, and compliance registers in an NDIS context. Not just data entry - you must understand why these registers exist.
- Google Workspace : Proficiency in Google Drive, Docs, and Sheets. Experience working within a structured folder system and following naming conventions.
- ClickUp : Experience using ClickUp or a comparable task management platform for workflow tracking. You will be inside ClickUp every day.
- SOP execution : You have worked in a role where you followed documented SOPs. You understand that SOPs are not suggestions.
- Written English : Strong written English. You will be drafting communications, updating registers, and writing completion notes that the client may read.

Tools You Will Use Daily :
- ClickUp : All task management, workflow tracking, and client delivery registers
- Process Street : Step-by-step workflow execution for client delivery - every major task has a checklist
- Google Drive : Document storage, SOP library, client folder management
- Google Sheets : Financial tracking, compliance registers, utilisation monitoring
- Airtable : Internal delivery engine - client data, task registers, workflow status
- ShiftCare or equivalent : Client NDIS scheduling and invoice data extraction
- Xero / MYOB : Client financial systems - invoice review, reconciliation support
- PRODA / PACE : NDIS claim submission and participant record management (client systems only)

The Kind of Person We Are Looking For
- Beyond skills and experience, we are looking for a specific type of operator.
- Process-driven. You find comfort in structure. You do not invent new ways to do things that already have a documented process. You follow the SOP, and when the SOP does not cover something, you escalate rather than guess.
- Compliance-aware. You understand that in the NDIS space, errors in invoicing or participant records affect real people. You do not rush tasks. You check your work before you mark it complete.
- Proactive and visible. You do not go quiet. You check in at 9am and 4pm, every day, without being chased. If something is delayed or blocked, you say so before it becomes a problem.
- Accurate over fast. You would rather take an extra ten minutes and get it right than submit something that creates a downstream error. Rework is expensive for everyone.
- Long-term focused. We are not interested in contractors who will leave in 90 days. We invest in training and onboarding and we expect commitment in return.

Important - Please Read Before Applying :
- Confidentiality and Data Handling : SyncAssist works inside credentialed client systems. This means we handle PRODA access, NDIS participant data, Xero accounts, and provider compliance files on behalf of our clients.
All client data is strictly confidential. You will be required to sign a confidentiality agreement before commencing. You will not retain, store, or use any client data outside the scope of your assigned tasks.

Applications without direct NDIS experience will not proceed.
This is not a role where you will be trained in NDIS administration from scratch. You need to arrive already knowing the system. Applications from general virtual assistants or those without direct NDIS provider experience will not be considered.

How to Apply :
Submit your application using the link below. Select Administrative Assistant in the role field.

In your application, be specific. Tell us:
- Which NDIS providers or provider types you have worked with
- What systems you used
- One specific example of a compliance or invoicing error you caught and fixed

Apply Here: ----------