Incident Support Coordinator

6 days ago

Melbourne City Centre, Australia Department of Education Full time

**About the Department**

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

**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 Role**

The purpose of a 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. This role is also responsible for advising callers on immediate essential actions that they must take in response to the incident, as required by departmental policy or legislation. Incident Support Coordinators are rostered on within Incident Management and Support Unit's operating hours of 8 am and 6 pm, weekdays.

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.

**Attributes**
- 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.

**Desirable**Qualifications and Experience**
- 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.

**Further Information**

Applicants requiring adjustments can contact the nominated contact person.

**Applications close** 11:59pm on Friday 16 May 2025

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