The Operations Partner · NDIS · Home Care · Aged Care
We run your operation. And we answer for it.
The Operations Partner is one of two offers. It runs the operation for Australian NDIS, home care and aged care providers: the after-hours line, roster and call-off coordination, intake administration, and the statutory records that have to survive an audit. Inside the systems you already run, by people who know what a 4am call-off actually involves. It is a function you hand over, not a salary you add.
Covered, recorded and handed over. Nobody senior was woken.
The decision
When margins are this tight, the question isn't whether coordination gets done. It's whether it needs another salary to do it.
Sound familiar?
Managers carry the on-call phone all night, then work a full day.
Left the deskA 4am call-off means someone senior is awake finding cover.
Left the deskThe compliance records an auditor will ask for live across a drive, two spreadsheets and one departed coordinator's memory.
Left the deskYour coordinator just resigned, and the phone doesn't care.
Left the deskWhen the phone rings
What actually happens at 4am.
A coordinator answers, not a message bank. It might be a support worker, a participant, a family member or a facility.
We work out what it is: a shift to cover, a service change, an enquiry, or an incident.
Routine matters we handle inside your systems. Cover arranged from your own approved workers, the roster updated, the people affected told.
Anything that needs authority or clinical judgement goes to your nominated contact, your on-call clinician or your Authorised Program Officer, under the escalation matrix we agree before we take a single call. Emergencies go to 000 first, every time.
Every event is logged with timestamps and lands in your morning handover, in a form your records can actually use.
What you're buying
Managed operations
Not staff. Not software. A function somebody answers for.
Every engagement is three layers, and you can see all three. That is the difference between handing over a function and buying hours or buying a tool.
The platform
Support24, our own platform, sits underneath the desk. It captures every call and event as it happens, logs what was done, assembles the record and builds your monthly report. It is why nothing is forgotten, why the evidence of an event exists from the moment the event happens, and why we are not a room of people answering phones. The hours we cover are a separate matter, scoped in writing before we start.
The people
Named coordinators, onshore, with worker screening clearances held wherever participant contact is plausible. They own everything that takes judgment: the 4am call-off, the ambiguous incident at 11pm, the exception the software hands back, the call no automation was ever going to land.
The warranty
A baseline measured before we change anything. A monthly Ops Report of what actually happened against it. Statutory records maintained continuously to the seven year standard, audit-ready by construction. And one named Australian company answerable for the function. What we warrant is the work and the record, set out in your services agreement.
Automation makes the evidence. People make the decisions.
The night shift
We have handled this call before.
A support worker calls off a SIL shift at 4am, and the roster shows nobody else cleared for that participant.
A behaviour escalation where the Behaviour Support Plan needs to be in the room, and your on-call clinician needs to be reached now.
A PRN medication question that has to go to your clinical contact rather than to us, and has to be documented either way.
A restrictive practice question that belongs with your Authorised Program Officer, not with a coordinator.
A reportable incident where the clock starts the moment somebody becomes aware, not on Monday morning.
A participant's family ringing at 9pm about tomorrow's supports.
A missed home care visit for a client who should not be left without support.
None of these wait for business hours. All of them end up in a record somebody has to produce later.
What we run
One offer. Both halves of the operation.
The Operations Partner is a single engagement covering both. The hours we cover, and the protocol we follow inside them, are written into the scope before we take a single call.
After-Hours Continuity
- Call handling from close of business to morning, plus weekends.
- Roster gap and call-off coordination.
- Incident intake and escalation to your protocol.
- A structured morning handover.
Managed Operations
- Daytime rostering administration.
- Enquiry and intake admin.
- The monthly Ops Report, every outcome against the baseline we took before we started.
- Compliance records maintained to the 7-year statutory standard, produced on demand at audit.
Scope
Back office only
Back office only, by design.
We never deliver supports and never hold the participant relationship. When a shift needs covering we work your own rules to find who can take it, from the workers you have already approved, and anything that turns on a participant's needs stays your decision. Onshore team; worker screening clearances held wherever participant contact is plausible; your data stays in your own systems (ShiftCare, FlowLogic, Brevity, Carelink and more).
Your duty of care does not transfer. Nothing we do reduces it, and nothing in our agreement says otherwise.
BoundaryWe never make a clinical decision, and we never prescribe, administer or authorise medication.
NeverWe never approve or authorise a restrictive practice.
NeverWe never attend on site.
NeverIncident classification and notification to the NDIS Commission stay with you. What we hand you is a complete, timestamped record to make them with.
Stays with youIf we cannot reach your contacts
We keep working down the escalation list you gave us, and we document every attempt with a timestamp. We never act outside the authority you have written down. If your escalation list has a gap in it, we will find that gap in the first week and tell you.
Accountability
The task can be offshored. The accountability cannot.
A lot of providers in this sector use offshore administrative teams, and for genuine back office work that is lawful. This is not an argument against it. It is the part of the picture that almost nobody puts in writing.
APP 8 and section 16C
When a provider discloses personal information to an overseas recipient, it must take reasonable steps to ensure that recipient does not breach the Australian Privacy Principles, and it can be held accountable for what the recipient does as though it had done it itself. Participant records are sensitive health information.
Privacy Act 1988 (Cth), APP 8 and section 16C
Worker screening
NDIS worker screening applies to risk-assessed roles: delivering supports, or more than incidental contact with participants. A worker outside Australia cannot hold an NDIS Worker Screening clearance, so any role that drifts toward participant contact is closed to them.
NDIS Commission, worker screening requirements
Records
The seven year retention duty for worker and service records sits with the provider, whoever does the typing.
NDIS legislation, 2026
None of that makes offshoring wrong. It makes the accountable party the thing you are actually buying. Ours is onshore, named in your agreement, and answerable under Australian law.
If you already have an offshore administrative team
Keep them. We are not asking you to move anyone. We take the after-hours line and the calls that need a decision, we run quality assurance over the administrative work that comes back, and we assemble the records to the standard your audit will apply, the offshore work included. You keep the arrangement you built. The function becomes one somebody answers for.
This isn't a proposal
Our desk answers after-hours calls for Australian care providers every night of the year, inside their systems, to their escalation protocols, with a structured handover waiting every morning.
Why now
Why providers are looking at this now.
11.66% vs 6.61%
Direct care costs rose 11.66% while direct care revenue rose 6.61%. The gap lands on your margin.
72%+
Staff costs now exceed 72% of operating revenue in residential aged care, and award wages rose again in July.
7 years
Worker and service records now carry a 7-year statutory retention obligation. Somebody has to keep them audit-ready.
Two obligations that do not pause
24 hours
A reportable incident must reach the NDIS Commission within 24 hours of your organisation becoming aware. That clock runs overnight, at weekends and on public holidays.
“In the event of worker absence or vacancy, a suitably qualified and/or experienced person performs the role.”
That standard does not pause at 5pm.
How it starts
Three steps.
01
The review
We map your after-hours load, coordination workload and record-keeping obligations.
02
The handover plan
Your escalation protocol, contacts and systems access, documented and agreed before we take a single call.
- Your escalation matrix and nominated contacts, including your Authorised Program Officer and clinical on-call.
- Participant risk information and Behaviour Support Plans, where they change how we respond after hours.
- Access to the systems you already run.
- Worker screening clearances confirmed for anyone whose role makes participant contact plausible.
03
The desk runs
Cover starts, the structured handover lands every morning, and the monthly report shows every event.
Questions
Straight answers.
No. Your duty of care stays exactly where it is. We coordinate, we escalate under your rules and we document. The responsibility for participant safety and for what gets reported remains yours.
Book
Book an operations review.
We'll map your after-hours load, coordination workload and record-keeping obligations, and show you exactly what we'd take off your team first.