Rostering is one of the most critical yet complex functions in NDIS service delivery. Between matching participant needs, staff availability, travel time, and compliance with shift rules, it often becomes a manual, high-pressure task that drains internal capacity.
That’s why many NDIS providers are starting to explore offshore rostering coordination as a way to reclaim time, reduce admin bottlenecks, and maintain service quality without burning out local teams. When handled by a dedicated offshore team trained in your systems and compliance processes, rostering becomes faster, more consistent, and scalable.
In today’s globalized business landscape, the concept of offshoring certain operational tasks has gained attention across various industries. Within the National Disability Insurance Scheme (NDIS), the question arises: Can rostering coordination, a crucial aspect of NDIS service provision, be effectively managed offshore? In this blog post, we delve into the topic, discussing the potential advantages, challenges, and important considerations for NDIS providers contemplating offshore rostering coordination.
The Advantages of Offshore Rostering Coordination
Cost Efficiency
Offshoring rostering coordination can offer huge cost advantages of up to 70% for NDIS providers. Labour costs in certain offshore locations may be lower compared to Australia, allowing providers to allocate resources more effectively and maximize operational budgets.
Time Zone Coverage
By engaging offshore teams, providers can extend their rostering coordination coverage across different time zones. This can allow for 24/7 support, ensuring timely responses to rostering needs, last-minute changes, and emergencies. After all, there is nothing worse than getting a phone call at midnight when someone calls in sick for the 6am shift!
Scalability and Flexibility
Offshore teams can provide NDIS providers with the ability to scale their rostering coordination operations more efficiently. Providers can expand their offshore team as per their requirements, offering greater flexibility in managing workforce fluctuations.
The Challenges of Rostering in NDIS
Communication and Language
Effective communication is essential for rostering coordination, as it involves close collaboration and understanding between team members. I generally suggest that the rostering function is focused on internal liaison within your own support worker pool, plus management. There are ample IT solutions for your offshore resource to make phone calls, text WhatsApp groups, and use your rostering software directly to send direct messages to employees. As management, this will give you visibility and complete objectivity to work activities, the same as any other employee. If you have a dynamic resource, who is a strong administrator, I honestly don’t see the difference between an offshore team member and an Australian-based employee.
Regulatory Compliance
Offshoring rostering coordination may introduce complexities related to compliance, data security, and privacy. Providers need to ensure that their offshore partners or service providers meet the necessary compliance standards. For example, the NDIA, as a government entity, will contract IT solutions with Australian-based data centres, but that is always the way that government IT tenders work. To the best of my knowledge, individual providers do not have this restriction.
Training and Knowledge Transfer
Rostering coordination requires a deep understanding of NDIS policies, participant needs, and provider operations. Offshore teams will need comprehensive training and ongoing support to ensure they have the required expertise. Providers should invest in knowledge transfer programs to bridge any knowledge gaps effectively. There are great companies such as PayCat that help providers to interpret the SCHADS Award, so that providers can pay the necessary allowances and penalty rates. Otherwise, I recommend having a Learning Management System (LMS) such as eTrainu or TUTIS_CARE that can be leveraged to train both onshore and offshore staff.
Service Quality and Cultural Alignment
Offshore rostering coordination teams must align with the service quality standards and cultural values of NDIS providers. Providers should establish robust performance monitoring mechanisms and ensure that the offshore teams are committed to upholding the same level of service excellence and participant-centric focus. To make it practical, ensure that you make your offshore teammates feel as equally valued as your onshore team. Give them a company email address and, if your company has a t-shirt, get them a company t-shirt too!
Best Practices for NDIS Providers Considering Offshore Rostering
Outsourcing rostering isn’t just about moving tasks offsite. It’s about creating a reliable extension of your team that understands the unique requirements of NDIS support coordination. Here’s how to do it well:
1. Choose a Partner Familiar with NDIS Compliance
Not all BPOs are built for the NDIS environment. Work with an outsourcing partner who understands NDIS-specific guidelines, participant privacy, and rostering complexity. This ensures offshore coordinators can work in sync with your compliance obligations and participant expectations.
2. Train Offshore Staff on Your Scheduling Tools
Whether you’re using CareMaster, Skedulo, ShiftCare, or a custom rostering solution, your offshore team should be fully trained on your tech stack. A strong BPO partner will handle onboarding, simulate real-world use cases, and ensure documentation is followed consistently.
3. Set Clear SLAs for Accuracy and Timeliness
Define what success looks like: percentage of shifts scheduled on time, response times to last-minute changes, accuracy in matching staff qualifications to support needs. SLAs give structure and accountability to your offshore arrangement.
4. Work with a Provider That Backs Their Promise
At PeoplePartners, we don’t just fill roles. We ensure you get the Right People in the Right Seats, not generic hires. Our model includes:
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Zero Upfront Cost — Get started with confidence and no financial risk
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90-Day Replacement Guarantee — If someone’s not the right fit, we’ll make it right
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Flexible, tailored support that works with your internal rostering workflows
The right offshore partnership doesn’t just lighten the load. It lifts your entire team’s capacity to focus on what matters most, delivering great support to participants.
Conclusion
The decision to offshore rostering coordination within the NDIS is a complex one that requires careful evaluation of the potential advantages and challenges. While cost efficiency, extended time zone coverage, and scalability may be appealing, providers must also consider IT solutions, regulatory compliance, training needs, and maintaining service quality. Each provider’s circumstances and requirements are unique, so a thorough analysis and assessment are necessary to determine whether offshore rostering coordination aligns with the provider’s goals and the expectations of the participants they serve.
It is recommended that providers engage in a comprehensive evaluation process, including conducting pilot programs or trials, to determine the viability and effectiveness of offshoring rostering coordination within their specific organizational context. By combining thoughtful analysis, diligent planning, and ongoing evaluation, NDIS providers can make informed decisions to optimize their rostering coordination operations while ensuring the highest quality of support for participants.
Explore offshoring opportunities with PeoplePartners, your next efficient rostering coordination team could be in the Philippines, ready to support your NDIS operations around the clock. Contact us today to build a reliable offshore rostering solution for your business.
FAQs
NDIS stands for National Disability Insurance Scheme. It is Australia’s program that provides funding for people with disability so they can access the support and services they need to achieve their goals.
A roster of care is a detailed plan of the support hours and staffing arrangements required for participants, especially in supported independent living. It helps providers organise shifts and demonstrate the level of support needed for funding.
Offshore rostering means trained staff outside Australia manage tasks like publishing rosters, filling shifts, and handling last-minute changes using your rostering software and communication tools. While the tasks are done offshore, the NDIS provider remains responsible for oversight and compliance.
Rostering is creating a plan that sets who works which shifts over a period of time. Scheduling is the day-to-day adjustments, such as swapping shifts, covering absences, or responding to urgent changes.
Outsourcing rostering can save costs, provide coverage across time zones, and give providers flexibility to scale up or down as needed. It also frees the local team to focus more on supporting participants instead of handling admin work.
