Service Coordination Specialist

• Coordinate caregiver schedules for an assigned geographical area, prioritising upcoming shifts and urgent same-day coverage
• Match caregivers to clients based on availability, suitability, location and care requirements
• Respond to cancellations and call-outs, sourcing replacements to minimise service disruptions
• Maintain backup caregiver options and monitor schedules for potential coverage gaps
• Communicate with clients, families and caregivers about appointments, delays, schedule changes and service concerns
• Follow up on caregiver confirmations, attendance and reliability issues, escalating concerns where necessary
• Build positive relationships with clients and families while maintaining professional accountability with caregivers
• Maintain accurate records of schedules, communications, shift confirmations and outcomes across multiple systems
• Collaborate with colleagues to coordinate coverage, share updates and prevent duplicated efforts
• Prioritise urgent matters and escalate staffing challenges when additional support is required

• Experience in scheduling, dispatch, workforce coordination, administration, customer service or a similar role
• Excellent verbal and written English communication skills
• Strong organisational and multitasking abilities
• Confidence using multiple computer systems and communication channels simultaneously
• Strong problem-solving skills and the ability to work under pressure
• Professional, empathetic communication and confidence handling difficult conversations
• Emotional resilience and the ability to manage changing priorities
• High attention to detail and accurate record-keeping
• Ability to work independently while contributing effectively to a team
• Fixed fibre line with a minimum speed of 25 Mbps upload and download and wired Ethernet capability
• Reliable backup power for load shedding or outages
• Ability to work Monday–Friday, 8:30 AM–5:00 PM EST / 2:30 PM–11:00 PM South African time
• Availability to work on South African and U.S. public holidays

• Compensation for South African public holidays in accordance with the BCEA
• Fully remote work environment