Incident Support Officer

2 weeks ago


Melbourne, Australia Department of Education Full time

Location: Melbourne | CBD

Job type: Full time / ending 15 July 2023

Organisation: Department of Education

**Salary**: $73,842 - $89,661

Occupation: Customer Service/Call Centre

Reference: VG/DET/RSG/20010532

**This is a fixed term position ending 15 July 2023.**

The purpose of the Incident Support Coordinator role is to provide high quality support (over the phone) to school staff reporting incidents occurring in school communities that have the potential to have negative impact on students or school business continuity.

The Incident Support Coordinators collect relevant information from the caller regarding incidents and collaborate with the callers to assess each event for its severity from an individual and system perspective. The severity rating guides a proportionate departmental response to the incident.

The role requires capturing accurate information, reporting, strong written communication and relationship building skills. Superior verbal communication skills are also required to support callers in a calm, controlled and professional manner.

To be successful in the position, you will also possess the ability to:

- demonstrate an understanding of an evidence informed framework for managing incidents of a potentially harmful and distressing nature in schools
- provide emotional support to callers
- provide referrals to other areas within the department or externally

A sound understanding and knowledge of policy and legislation related to child protection, child safe standards, emergency management, reportable conduct is desirable.

The Security and Emergency Management Division supports Schools and Regional Services Group's essential role to make it easier for children, families, schools, and service providers to access responsive and high-quality support and services. The Division's vision is one of education communities that are physically and psychologically safe.

This is a fixed term, full time position, required to work a 76 hour fortnight. The role is required to work as rostered on a shift, scheduled between 8 am and 6 pm, Monday to Friday.

For more details regarding this position please see attached position description.

Applicants requiring adjustments can contact the nominated contact person.

**Applications close 13 April 2023.



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