Incident Support Coordinator

4 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

  • Incident Support Coordinator

    2 weeks ago

    Melbourne, Australia Victorian Government Full time

    **Overview**: **Work Type**:Other **Salary**: $79,122 - $96,073 **Grade**:VPS 3 **Occupation**:Customer service **Location**:Melbourne - CBD and Inner Metro suburbs **Reference**:VG/SRS/20004455 Provide high quality support over the phone to school staff reporting incidents occurring in school communities **About the Department** - A great education...

  • Incident Support Coordinator

    2 weeks ago

    Melbourne, Victoria, 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...

  • Incident Analyst

    4 days ago

    Melbourne City Centre, Australia Department of Justice and Community Safety Full time

    **Review and analyse incidents across the prison system.**: - **Ongoing, Full-Time Opportunity.**: - **COG Grade 3: $97,563 - $105,427 plus superannuation.** The Department of Justice and Community Safety is seeking an **Incident Analyst** to provide a critical role within the System Performance Branch. **About the Business Unit** Corrections Victoria...

  • Incident Analyst

    4 days ago

    Melbourne City Centre, Victoria, Australia Department of Justice and Community Safety Full time $97,563 - $105,427 per year

    Review and analyse incidents across the prison system.Ongoing, Full-Time Opportunity.COG Grade 3: $97,563 - $105,427 plus superannuation.The Department of Justice and Community Safety is seeking an Incident Analyst to provide a critical role within the System Performance Branch.About the Business UnitCorrections Victoria is part of the Corrections and...

  • Incident Support Coordinator

    2 weeks ago

    Melbourne, Victoria, Australia Department Of Education Full time

    VPS3 Incident Support Coordinator - Casual - 12 monthsAre you interested in gaining experience in and devloping an understanding of school incident support and incident management by schools? Do you have the ability to hear a complex narrative and write about it in a concise, clear way? Have you wondered how the Department of Education applies its policies...

  • Incident Monitoring Lead

    4 days 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 Response Coordinator

    2 weeks ago

    Melbourne, Victoria, Australia beBeeSpecialist Full time $100,000 - $120,000

    Incident Operations Specialist - Financial Services RoleWe are seeking an experienced incident operations specialist to oversee the management of incidents and issues within a financial services organization.This involves coordinating across multiple stakeholders to ensure timely identification, recording, and resolution of incidents. The successful...

  • Clinical Incident Coordinator

    2 weeks ago

    Melbourne, Victoria, Australia Regis Aged Care Full time

    OverviewJoin to apply for the Clinical Incident Coordinator role at Regis Aged Care.4 Month Secondment/Contract Opportunity at SOHO, Camberwell.Lead and support the management of clinical incidents, ensuring timely investigation, documentation, and reporting in alignment with regulatory and organisational standards.ResponsibilitiesTriaging, escalating,...

  • Clinical Incident Coordinator

    2 weeks ago

    Melbourne, Victoria, Australia Regis Aged Care Full time

    OverviewJoin to apply for the Clinical Incident Coordinator role at Regis Aged Care.4 Month Secondment/Contract Opportunity at SOHO, Camberwell.Lead and support the management of clinical incidents, ensuring timely investigation, documentation, and reporting in alignment with regulatory and organisational standards.ResponsibilitiesTriaging, escalating,...

  • Clinical Incident Coordinator

    3 weeks ago

    Melbourne, Victoria, Australia Regis Aged Care Full time

    Overview Join to apply for the Clinical Incident Coordinator role at Regis Aged Care. 4 Month Secondment/Contract Opportunity at SOHO, Camberwell. Lead and support the management of clinical incidents, ensuring timely investigation, documentation, and reporting in alignment with regulatory and organisational standards. ResponsibilitiesTriaging,...