Incident Support Coordinator

**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 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 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 Unit**
- The Incident Management and Support Unit serves as a central hub for school leadership to seek advice and report incidents occurring in schools across Victoria. It provides guidance, support, and escalates issues as necessary to ensure appropriate management and resolution of incidents.

**About the role** - **1 x Casual position**
- The purpose of an 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.
- 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.

**Key Duties**
- 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.

**Requirements**:

- 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. The role will not be rostered shifts during the school holidays.
- Availability in the afternoons is a requirement of the role.

**Why Work with the Department of Education?**
- Meaningful work that actually makes a difference
- Hybrid working arrangements available.
- Career progression opportunities
- The Department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity.
- Employee Wellbeing Support Services available to all department staff

**How to Apply**
- Applicants are required to submit a CV and cover letter summarising their skills and experience (no more than two pages).
- If you wish to discuss the position further, please contact **Ron Allan - Manager, Incident Management & Support**on **7022 2455**.
- Applicants requiring adjustments can contact the nominated contact person.

**Applications close** 11:59pm on Friday 25 July 2025.**

- Applications close Friday 25 July 2025 at 11.59pm

Posted
- 11 July 2025