Occupation: Customer Service/Call Centre
Reference: VG/DE/SRS/20006750
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Department of Education is looking to engage a customer service focused individual as a call taker on a Part-time ongoing basis as an Incident Support Coordinator (VPS3). The purpose of the Incident Support Coordinator role is to provide high quality support (over the phone) to school staff reporting incidents occurring in school communities that have the potential to have negative impact on students or school business continuity. The Incident Support Coordinators collect relevant information from the caller regarding incidents and collaborate with the callers to assess each event for its severity from an individual and system perspective.
Are you interested in gaining experience in and understanding of school incident support and incident management by schools? Do you have the ability to hear a complex narrative over the phone (call centre) and write about it in a concise, clear way? Have you wondered how the Department of Education applies its policies in relation to child safe standards, emergency and incident management? If your answer to any of the above questions is yes, then this exciting ongoing part time opportunity may be perfect for you!
The Security and Emergency Management Division of the Department of Education is inviting applications from individuals interested in being engaged on a part time ongoing basis, to be a part of the dynamic environment of its Incident Support and Operations Centre as an Incident Support Coordinator.
The Incident Support Coordinators collect relevant information from the caller regarding incidents and collaborate with the callers to assess each event for its severity from an individual and system perspective. The severity rating guides a proportionate departmental response to the incident.
The role requires capturing accurate information, reporting, strong written communication and relationship building skills. Superior verbal communication skills are also required to support callers in a calm, controlled and professional manner.
To be successful in the position, you will also possess the ability to:
Demonstrate an understanding of an evidence informed framework for managing incidents of a potentially harmful and distressing nature in schoolsProvide emotional support to callersProvide referrals to other areas within the department or externallyA sound understanding and knowledge of policy and legislation related to child protection, child safe standards, emergency management, reportable conduct is desirable.
The role is required to work as rostered on a shift, typically spread across all 5 weekday afternoons.
For more details regarding this position please see attached position descriptions.
The Department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page
Applicants requiring adjustments can contact the nominated contact person
Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au .
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