Shift Rostering Best Practices

Effective rostering is one of the most challenging yet critical aspects of managing NDIS services. The right roster ensures participants receive consistent support from appropriately qualified workers while maintaining staff satisfaction and work-life balance.

This guide shares proven strategies for creating rosters that work for everyone—participants, staff, and your organization.

The Foundation of Good Rostering

Successful rostering starts with advance planning. Create schedules at least two weeks ahead to give staff predictability and time to plan their lives around work commitments.

• •Publish rosters 2-4 weeks in advance
• •Block out known leave and unavailability first
• •Schedule regular participants with their preferred workers
• •Build in flexibility for changes and emergencies
• •Allow time for staff to raise concerns before publishing
• •Consider participant routines and preferences when scheduling

Early planning reduces stress for everyone and gives you time to address conflicts before they become problems.

Balance Business Needs with Staff Wellbeing

Workers who have input into their schedules show higher job satisfaction, better performance, and lower turnover rates.

• •Collect and record worker availability preferences
• •Consider preferred working hours and days off
• •Respect requests for specific participants they work well with
• •Rotate less desirable shifts fairly across the team
• •Accommodate study, childcare, and family commitments where possible
• •Give workers the ability to set their own availability

Diversity Sync'd allows workers to set their availability through the mobile app, making it easy to roster around their preferences while maintaining service coverage.

Right Worker, Right Participant

Not all support workers are qualified or suitable for every participant. Effective matching ensures quality care and reduces risk.

• •Match workers with appropriate qualifications to participant needs
• •Consider specialized skills (behavior support, medical care, communication)
• •Account for cultural and language preferences
• •Respect participant requests for specific workers
• •Ensure workers with behavior support training work with high-needs participants
• •Match experience levels appropriately (don't send new staff to complex situations alone)

Diversity Sync'd's intelligent matching system suggests optimal worker assignments based on skills, qualifications, and participant preferences.

Preventing Burnout

Unbalanced workloads lead to burnout, resentment, and high turnover. Monitor hours across your team to ensure fair distribution.

• •Track each worker's weekly and monthly hours
• •Avoid consistently overloading high-performing workers
• •Ensure part-time workers get their preferred hours
• •Monitor overtime and fatigue risk
• •Rotate difficult or demanding shifts fairly
• •Give workers adequate rest between shifts

Fatigue Management

Build in minimum rest periods between shifts, especially overnight or long shifts. Tired workers make mistakes that can compromise participant safety.

Planning for Reality

Back-to-back shifts across different locations create stress and rushed care. Always include buffer time for travel, documentation, and handovers.

• •Add 15-30 minutes travel time between shifts at different locations
• •Allow time for shift notes to be completed
• •Build in handover time for participant transitions
• •Account for parking and entry procedures at locations
• •Consider traffic patterns and peak travel times
• •Leave flexibility for shifts running slightly over

Adequate buffer time improves care quality, reduces worker stress, and ensures proper documentation is completed.

Instant Notifications

Schedule changes are inevitable. The key is communicating them quickly and clearly to all affected parties.

• •Send immediate push notifications when rosters change
• •Use multiple channels (app notification, SMS, email)
• •Clearly highlight what changed in the schedule
• •Give workers the option to accept or decline last-minute changes
• •Notify participants and families of worker changes
• •Document the reason for changes in the system
• •Have a clear escalation process when workers can't cover shifts

Diversity Sync'd automatically notifies affected workers and participants whenever roster changes are made, ensuring everyone stays informed.

Preparing for Absences

Unexpected absences happen. Having a solid backup plan prevents gaps in participant care and reduces panic.

• •Maintain a pool of casual or on-call workers
• •Cross-train workers on multiple participants
• •Keep an updated list of workers available for emergency shifts
• •Have clear protocols for last-minute call-ins
• •Build relationships with other providers for backup support
• •Document backup preferences for each participant
• •Incentivize workers who take emergency shifts

Quick access to available backup workers through your roster system can mean the difference between seamless coverage and a service gap.

Continuous Improvement

Your team experiences the roster every day. Their feedback is invaluable for identifying problems and improvements.

• •Hold monthly rostering review meetings with staff
• •Survey workers about schedule satisfaction
• •Ask participants if their support times work well
• •Track metrics like roster changes, shift gaps, and overtime
• •Review which participants have inconsistent workers and why
• •Identify patterns in callouts and address root causes
• •Act on feedback and communicate changes made

When workers see their input leads to real improvements, they're more engaged and willing to be flexible when needed.