Performance and Systems Improvement Coordinator

- Located at CFA Headquarters, Burwood East
- Full time, Fixed term to 25/10/2026

The CFA are proud of the work we do, protecting lives and property, 24 hours a day, 7 days a week.

With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experience and backgrounds, recognising the unique value they bring to CFA.

Want to read more about the Country Fire Authority (CFA) click here.

About the Role

The Service Delivery and Reporting team leads projects that improve brigade response and performance across the State, supporting CFA's commitment to the community. They collect information to show CFA's strengths, focusing on system design, tool development, and recognising volunteers. The Performance and Systems Improvement Coordinator ensures accurate data is collected about incident response, highlighting the valuable work of CFA members.

This role involves providing advice and guidance to enhance performance improvement initiatives, including:

- Handling data entry for incident reporting, system access requests, and routine data maintenance.
- Troubleshooting and suggesting improvements for system-related issues.
- Developing tools and resources to aid understanding of performance improvement processes.
- Offering customer-focused advice and guidance via telephone services.
- Building strong relationships with key stakeholders.
- Coordinating and supporting performance improvement programs aligned with CFA's Strategic Plan goals.
- Managing work plans based on performance improvement priorities.
- Providing administration and project support to the ACFO Performance Improvement.
- Supporting information requests from internal and external stakeholders, including FOI requests, the general public, insurance companies, and legal firms.

About You

Our ideal candidate will be able to demonstrate the following:

- Tertiary qualifications in business, related fields or equivalent experience in a similar role (desirable)
- Demonstrated experience engaging with internal and external stakeholders in a telephony and email-based customer service environment
- Ability to provide authoritative advice on existing and new applications owned and developed by the team.
- Strong written and verbal communication skills, with the ability to work both autonomously and in a team environment.
- Well-developed organisational skills, and demonstrated ability to set priorities, meet tight work demands and manage competing priorities
- Demonstrated experience in participating in innovative projects and initiatives

Why choose CFA

- Meaningful Purpose: Your contribution truly makes a difference
- Work-Life Balance: Paid parental leave, generous leave provisions
- Growth Opportunities: Learning and development
- Flexibility: Hybrid work options with flexible work arrangements
- Discounts: Emergency Memberlink discounts on various services
- Wellbeing Focus: Healthy for Life programs, flu vaccinations
- Member Assistance Program: Access support across 8 service pathways

Your Application

Click the 'apply' button to access our online application form. Here you will be asked to provide personal and contact details and respond to employment-related questions.

When applying for a position with CFA, please submit a cover letter and resume that demonstrates your qualifications, experience, key attributes and skills required for the position.

Pre-employment Checks

Offers of employment will only be made to candidates who:

- Successfully complete a National Police History Check, Working Rights Check and hold a valid Working with Children Check.

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves. First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don/'t hesitate to contact the person listed on the ad or alternatively, email recruitment@cfa.vic.gov.au

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014. You can view our Privacy Statement here. For access and correction of the information we have collected, contact recruitment@cfa.vic.gov.au

Applications close Sunday 9 November 2025 at 11.59pm

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