Operational Services Officer

Overview

About Triple Zero Victoria

Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.

This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skilled in its field.

About the Role

The Operational Services Officer (OSO) is a key support role within Emergency Communications Services (ECS) that reports directly to the Senior Manager, Operations. This role exists to lead and coordinate the operational implementation of service improvements that directly impact emergency call-taking and dispatch.

The OSO will work closely with ECS, ECIS, and external emergency service partners to shape practical, operationally effective changes that support both day-to-day delivery and surge readiness.

This role will also be deployable during major incidents and unplanned events to fulfil surge support functions or undertake a defined role within an Incident Management Team (IMT). The OSO will bridge the gap between strategy and operations, ensuring that change delivers improved outcomes for the community and those on the frontline.

Day to day responsibilities include:

- Leading operational improvement activities within ECS to ensure that project outcomes, SOP changes and system enhancements reflect the realities and needs of operational teams
- Supporting the implementation of change across ECS, including business process redesign, roll out of new service workflows and updates to procedures
- Active identification and management of operational change requirements, including timelines, communication, documentation and stakeholder engagement across the ECS operations business
- Engagement with operational stakeholders to understand challenges, gather feedback and work collaboratively to deliver practical improvements
- Engagement with external emergency services organisations (CFA, VICSES, FRV, AV, Victoria Police) to align expectations and support service delivery

About You

The successful candidate will have demonstrated experience in emergency communications or operational roles within an emergency services environment, as well as the following skills and experience:

- Experience working in multi-agency, high pressure environments, including within public safety communications, control rooms, or emergency services
- Strong understanding of call-taking and dispatch operations, including structured workflows and emergency response priorities
- Experience managing or contributing to operational change, including new process roll outs, system implementations, or SOP transitions
- Strong communication and interpersonal skills, with the ability to engage, influence and build relationships across internal departments and external emergency services agencies
- Develop and maintain structured change plans, risk assessments and support documentation for all ECS operational activities, in line with agreed frameworks and technical standards
- Demonstrated ability to manage operational change planning, including consultation, stakeholder coordination, and implementation scheduling across multiple sites or teams

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

- Employee assistance program for employees and eligible family members
- Discounted health insurance, banking services and gym membership
- ‘Memberlink’ discount card, accepted by 1,000s of retailers and services providers
- Free staff parking at all our sites
- Salary packaging options after an initial service period

Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.

How to Apply

Click the ‘Apply’ button which will direct you to the Triple Zero Victoria Careers Portal. From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.

Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.

Recruitment agency applications will not be accepted.

Applications must be submitted by 11.59pm, Friday 26 September 2025.

Other Relevant Information

Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.

Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.

If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Careers team via Careers@triplezero.vic.gov.au .

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