Incident Support Coordinator

About the Department

A great education for every child and young person, so they can thrive now, and in the future, for a fairer, smarter and more prosperous state. Enjoy a career that makes a difference by helping to shape the education experience for Victoria.

About the Division

The Security and Emergency Management Division's purpose is to lead security and emergency management functions for the Department and lead and support educational communities to be physically and psychologically safe through the provision of expert advice and support services.

About the Unit

The Incident Management and Support Unit serves as a central hub for school leadership to seek advice and report incidents occurring in schools across Victoria. It provides guidance, support, and escalates issues as necessary to ensure appropriate management and resolution of incidents.

About the role - 1 x Casual position

The purpose of an Incident Support Coordinator (Customer Support Officer) is to provide high quality support over the phone to school staff reporting incidents occurring in school communities that have the potential to have a negative impact on students or education continuity. The Incident Support Coordinators collect relevant information from callers regarding incidents and assess each event for risk from an individual and system perspective and categorise according to severity.

The role may be required to be rostered for shift work and be available outside of business hours to support the department and whole of government emergency management operations. This is anticipated to occur infrequently at times of significant emergencies.

Key Duties

• Elicit key information from callers reporting incidents, accurately and succinctly record this information.
• Engage with callers to ensure appropriate policies and legislation have been followed.
• Categorise incidents according to severity of impact upon the school community and individuals.
• Triage calls of a serious nature and make appropriate referrals.
• Communicate in a sensitive and empathetic manner, while respecting confidentiality.
• Provide a high level of customer service.
• Provide timely, accurate and consistent advice to principals, school leaders and regional staff relating to incident management.

Requirements

Desirable : An understanding of Child Safe Standards, and / or experience in a contact centre / customer service environment.The role is rostered on to work shifts, between 8 am and 6 pm, Monday to Friday. The role will not be rostered shifts during the school holidays.Availability in the afternoons is a requirement of the role.

Why Work with the Department of Education?

Meaningful work that actually makes a differenceHybrid working arrangements available.Career progression opportunitiesThe Department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity.Employee Wellbeing Support Services available to all department staff

How to Apply

Applicants are required to submit a CV and cover letter summarising their skills and experience (no more than two pages).

If you wish to discuss the position further, please contact Ron Allan - Manager, Incident Management & Support on 7022 2455.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page.

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11 : 59pm on Friday 25 July 2025.

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