Communications Operator

2 weeks ago

Townsville, Queensland, Australia Queensland Police Service Full time $104,000 - $130,878 per year

Police Communication Operators work within a dynamic environment, that is committed to providing superior, client focused 'Triple Zero Call Taking and Police Dispatch' services across Queensland in response to community requests for assistance.

Your Key Accountabilities
The core capability requirements for this role are:

  • Manage calls for service, in emergency, stressful and challenging situations using a high level of negotiation and conflict management skills to de-escalate the situation, calm the callers and get the vital information required.
  • Application of the Queensland Police Service demand management framework (SOLVE) to request allocation of Police resources for incident response.
  • Accurately relay data using voice communications equipment in a time-critical environment to provide responding police units with relevant information to take appropriate action.
  • Research a variety of police data management systems to gather information on relevant persons, vehicles and places of interest to police.
  • Review incidents and assess tasks, work with flexibility, speed, and accuracy to continuously update incidents with relevant time critical information.
  • Liaise with other service providers to allocate resources to incidents as required by operational police.
  • Comply with information security policies and procedures to ensure information holding systems are kept confidential and utilised accurately and reliably.
  • Research, interpret and relay information relating to legislation, criminal and civil issues, policies and procedures.
  • Contribute positively within a dynamic team environment to achieve the required service delivery standards including support and mentoring of other communication operators.

Role Requirements
Mandatory

  • Initial appointment will be on a fixed term temporary basis while you participate in a Communications Operator Training Program of approximately 6 months. You are required to successfully complete the training program to be considered for on-going employment and permanent appointment with the Queensland Police Service.
  • Appointees will be required to participate in a 24-hour, 7-day roster with work hours equating to 36.25 hours per week. Shift penalties apply.
  • Successful applicants may be required to undergo alcohol and/or other drug testing in accordance with Service policy and the Police Service Administration Act 1990.
  • A recent keyboard skills certificate indicating a minimum speed of 40 words per minute with 98% accuracy must be provided with your application (see attached Information Guide for further).
  • Short listed applicants will be required to undergo typing, call taker simulation, cognitive ability assessments.
  • Successful Applicants are required to undergo a psychological assessment.
  • Successful applicants are required to provide an approved PEMS hearing test. The hearing assessment will include Pure Tone Audiometry and a Speech Discrimination Assessment. For Pure Tone Audiometry, a loss of 25 decibels or more at 500, 1000, 2000Hz and/or a loss of 40 decibels or more (at 4000, 6000, 8000Hz) is considered significant and is normally unacceptable for recruiting purposes. For the Speech Discrimination Assessment, a score of 90% or greater is required. Where an applicant normally uses hearing aids, testing is to be conducted with the use of those aids.
  • Successful applicants will be required to undertake regular hearing testing as part of their on-going employment.

Applications to remain current for 12 months.
Job Ad Reference: QLD/659066/25
Closing Date: Tuesday, 23 rd September 2025
Occupational group
Customer Service/Call centre

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