Service Delivery Reporting Centre Manager

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**

A 12-month fixed term contract opportunity currently exists to lead CFA's Service Delivery Reporting Centre. This is an excellent leadership opportunity to connect frontline service delivery with CFA's corporate functions, by supporting incident reporting and providing data-driven insights to enhance service delivery and decision-making.

The SDRC Manager oversees and supports a team of 8 who deliver fire and incident reporting services and related functions across the organisation. This leadership role will foster a positive team environment, ensuring high-quality customer service and effective support to CFA members and staff.

Key responsibilities of the role will include the following:

- Lead and manage a high-performing team to enhance organisational capability through quality control, data integrity, analysis, and reporting.
- Direct the SDRC team in delivering incident reporting services, ensuring capacity meets demand and service requirements.
- Manage financial budgets, reporting, and call centre analytics to inform decision-making, resource allocation, and process improvements.
- Oversee CFA operational systems (FIRS, VRH, RMS), ensuring data quality, developing metrics, and initiating technology improvements as needed.
- Implement quality assurance standards, governance frameworks, and training to enhance efficiencies, service delivery, and incident reporting consistency.
- Build collaborative relationships across CFA, emergency service sectors, and relevant jurisdictions.
- Provide evidence-based advice and strategic input by analysing organisational outcomes, performance metrics, and future needs.

**About You**
- Relevant tertiary qualifications and/or experience providing leadership, direction, advice, and guidance within a complex operational or service delivery environment.
- Demonstrated leadership capability and team management skills, with experience overseeing the implementation of defined processes.
- Proven experience in developing and implementing data quality assurance measures, undertaking analysis and reporting, with the ability to translate complex information into meaningful insight for end-users.
- Demonstrated ability to foster collaborative working relationships, with highly developed interpersonal and communication skills, including the ability to effectively deal with difficult situations.
- Demonstrated ability to use initiative, work flexibly within tight timeframes and manage variable workload demands.
- Knowledge of the Victorian Government and/or Victorian Emergency Management Sector business environment is an advantage.

**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**

**Pre-employment Checks**
- 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.

**Applications close: 11:59pm 1st December 2024