Alarm Officer

About us

As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events.

Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue Service, disaster management services, the Rural Fire Service and the State Emergency Service, and also supports other volunteer groups providing emergency response to Queenslanders.

QFES is one department with many services, many capabilities and many partners.

Purpose of the role

Places of Public Assembly and Unwanted Alarms provides services and advice to QFES, our customers and the broader community regarding the management and monitoring of automatic fire alarms, including unwanted alarm activations and is responsible for the oversight and delivery of Alarm Monitoring Services to over 7000 alarm customers across Queensland. This includes customer support, contract and financial management, technical support and invoicing.

Reporting to the Team Leader, you will be responsible for assisting in the management of all alarm administrative tasks and to provide high quality customer focused services to internal and external stakeholders (e.g. alarm industry, alarm technicians, sub-contractors and vendors (such as ADT/ Wormald), and premises owners and QFES officers), whilst ensuring legal and legislative compliance concerning the connection, monitoring and disconnection of fire alarms across the state, with a focus on assisting in the reduction of unwanted alarms and working with the community and our partners in risk mitigation.

Key requirements

Highly desirable requirements
- Knowledge and/or experience in remote monitoring of alarm systems.

Your key accountabilities

Your part in the ongoing success of our department, in providing frontline services will see you responsible for a variety of work, including, but not limited to:

- Utilise and review the end to end process for new alarm connections and disconnections and ensure associated risks, legislative requirements and internal policy are addressed.
- Liaise and maintain accurate communication with key internal and external stakeholders to support the provision of the end to end alarm monitoring services.
- Maintain a high level of interpersonal skills with a proven client service focus to ensure efficient and effective service delivery.
- Assist with liaison and communication with Fire Communication Centres, Fire Stations and Community Safety Officers statewide to ensure staff are aware of alarm management issues and procedures.
- Exercise judgement where necessary to solve urgent issues where precedents have not been set and procedures are not established, and provide recommendation for continuous improvement.
- Review and ensure contracts, agreements and associated paperwork are quality checked and meets corporate governance framework and legislative requirements.
- Assist with the review and implementation of relevant policies and procedures, and provide guidance in relation to alarm management activities.

Capabilities

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:
Leadership Competency Stream - Individual Contributor (leading self)

Vision
- Stimulates ideas and innovation
- Makes insightful decisions

Results
- Builds enduring relationships
- Drives accountability and outcomes

Accountability
- Fosters healthy and inclusive workplaces
- Demonstrates sound governance

Once you join us we will want you to exemplify the QFES shared values of:

- Respect
- Integrity
- Trust
- Courage
- Loyalty
- Applications from recruitment agencies will not be accepted.