Incident Support Coordinator

2 weeks 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

  • Incident Support Coordinator

    2 weeks ago

    Melbourne City Centre, Australia Department of Education Full time

    Department of Education is looking to engage a customer service focused individual as a call taker on a Part-time ongoing basis as an Incident Support Coordinator (VPS3). 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...

  • Incident Support Coordinator

    3 weeks ago

    Melbourne, Victoria, Australia Buscojobs Full time

    About the DepartmentA great education for every child and young person, so they can thrive now, and in the future, for a fairer, smarter and more prosperous state. Enjoy a career that makes a difference by helping to shape the education experience for Victoria.About the DivisionThe Security and Emergency Management Division's purpose is to lead security and...

  • Incident Support Coordinator

    2 weeks ago

    Melbourne, Australia Department of Education Full time

    Location: Melbourne | CBD Job type: Part time Organisation: Department of Education **Salary**: $74,580 - $90,558 Occupation: Customer Service/Call Centre Reference: VG/DE/SRS/20006750**Department of Education is looking to engage a customer service focused individual as a call taker on a Part-time ongoing basis as an Incident Support Coordinator...

  • Manager Incident Response

    2 weeks ago

    Melbourne City Centre, Australia Department of Government Services Full time

    **About us** The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and...

  • Incident Monitoring Lead

    2 weeks ago

    Melbourne City Centre, Australia HAYS Full time

    An Incident Monitoring Lead job in Melbourne with a statutory authority. **Your new company** A statutory authority responsible for protecting the environment. You’ll work in the Science Division based in Melbourne. **Your new role** Reporting to the Manager, you’ll: - Lead and manage a team responsible for providing scientific response services...

  • Incident Management Coordinator

    2 weeks ago

    Melbourne, Victoria, Australia LifeWorks Full time

    TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is...

  • IT Incident

    3 weeks ago

    Melbourne, Victoria, Australia Federal Court of Australia Full time

    Join to apply for the IT Incident & Problem Coordinator role at Federal Court of AustraliaJoin to apply for the IT Incident & Problem Coordinator role at Federal Court of AustraliaGet AI-powered advice on this job and more exclusive features.Federal Court of Australia provided pay rangeThis range is provided by Federal Court of Australia. Your actual pay...

  • IT Incident

    3 weeks ago

    Melbourne, Victoria, Australia Federal Court of Australia Full time

    Join to apply for the IT Incident & Problem Coordinator role at Federal Court of AustraliaJoin to apply for the IT Incident & Problem Coordinator role at Federal Court of AustraliaGet AI-powered advice on this job and more exclusive features.Federal Court of Australia provided pay rangeThis range is provided by Federal Court of Australia. Your actual pay...

  • Incident Specialist

    2 weeks ago

    Melbourne, Australia Worldline Full time

    **Job Description**: - Incident Specialist (Major Incidents) **This**is ANZ**Worldline Payment Solutions** - ANZ Worldline Payment Solutions is a joint venture between one of Europe’s leading payment technology companies, Worldline, and ANZ Banking Group. - We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to...

  • Incident Response Officer

    1 week ago

    Melbourne City Centre, Australia Department of Education Full time

    **About the Department** A great education for every child and young person, so they can thrive now, and in the future, for a fairer, smarter and more prosperous state. Enjoy a career that makes a difference by helping to shape the education experience for Victoria. **About the Division** The Security and Emergency Management Division's purpose is to lead...