Mail And Switchboard Operator

Management & Training Corporation is a global leader in the corrections, detention, training, and education sectors operating 23 Job Corps centres, 21 correctional facilities, 5 detention centres, 11 prison and detention medical departments and 2 workforce development sites worldwide.

Our Vision is to be a leader in social impact by transforming lives and strengthening communities. We are proud of the incredible work our +8,000 employees do providing support, giving hope, and providing opportunities for a better life.

We promote a culture of Safety, Respect and Dignity. MTC instils the BIONIC (Believe It Or Not I Care) philosophy in all our centres. BIONIC means promoting a caring culture for change based upon safety, respect, and dignity.

BIONIC drives every interaction between employees and those detained at MTC facilities. This allows our inmates/transferees to feel heard, appreciated and treated with the utmost respect and in a culturally appropriate way. Our aim is to improve relationships and reduce stressors for inmates/transferees, so they feel cared for.

We are seeking a capable and motivated Mail & Switchboard Operator** **to support the team at Parklea Correctional Centre.

**Some of the **Mail & Switchboard Operator** **responsibilities **are provided as a general guide in relation to the requirements and **objectives of this position, including but not limited to**:

- Receive, sort, and distribute incoming and outgoing mail for the facility
- Maintain accurate records of all incoming and outgoing mail and packages
- Inspect and screen incoming mail to ensure it complies with facility regulations and security protocols
- Direct calls to the appropriate individuals or departments within the facility
- Manage the switchboard to receive and route incoming calls appropriately
- Report any security concerns or incidents
- Provide support in emergency situations and follow the facility's emergency response protocols
- Document and report any incidents, rule violations, or suspicious behaviour
- Collaborate with colleagues to ensure smooth transitions between shift changes and visitation hours
- Respond to emergency situations or security breaches by following established protocols
- Maintain and update records and databases related to inmate communications and switchboard operations
- Keep up to date with facility policies and procedures pertaining to mail and switchboard operations
- Maintain confidentiality regarding sensitive information related to inmates and their communications
- Follow security procedures when handling and processing mail, packages, and phone calls to maintain the safety and security of the facility
- Address and resolve any issues or concerns raised by inmates or their families related to communication and mail services
- Support the development and implementation of procedures to enhance mail and switchboard operations' efficiency and security
- Keep records of the number and duration of inmate phone calls and video visits, as required by the facility
- Verify and update the contact information for inmates and their approved contacts for communication purposes
- Monitor and report any attempts to violate or abuse mail and communication privileges by inmates
- Maintain an organized and secure storage area for inmate property, including personal items and legal materials
- Assist in training and orientation of new staff members in the mail and switchboard department

**Skills & Experience**:
**The following key experiences and skills are desirable in relation to this position and would include but not be limited to**:

- Demonstrated previous experience of working in a similar role in a correctional or institutional environment is desirable
- Must meet the physical requirements of the role and pass a functional fitness and health assessment; due to the demands of the role, applicants who consume alcohol excessively, abuse prescription drugs or consume illicit substances are unsuitable
- Demonstrate adaptability and concentration within a changing environment
- Handle the needs of diverse internal and external stakeholders
- Managing threats to the safety, security and wellbeing of self and others
- Display sound judgment in responding to risks, threats, and incidents, including reporting or escalating issues as required, and managing sensitive situations and information appropriately
- Communicate verbally and in writing in a manner that is pro-social, appropriate for the audience, clear, thorough, and effective
- Passionate about working within a team environment
- Able to prioritise tasks to ensure completion of outcomes

**Mandatory qualifications and requirements**:

- Must obtain appropriate security clearances from New South Wales Police and Correctional Services New South Wales
- Must meet the physical requirements of the role and pass a functional fitness and health assessment; due to the demands of the role, applicants who consume alcohol excessively, abuse prescr