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Incident Support Team Leader - job post

Department of Education
3.9 out of 5 stars
Melbourne VIC
$100,894 - $114,476 a year - Full-time
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Job details

Pay

  • $100,894 - $114,476 a year

Job type

  • Full-time

Location

Melbourne VIC

Full job description

Overview

Work Type: Ongoing - Full-time
Salary: $100,894 - $114,476
Grade: VPS 4
Occupation: Education and training
Location: Melbourne - CBD and Inner Metro suburbs
Reference: VG/DE/SRS/1934771
The Incident Support Team Leader works as part of the Incident Management and Support Unit in supporting the operations of the Security and Emergency Management Division. The purpose of the role to oversee day-to-day operation of the Department's contact centre responsible for the taking of incident reports from schools, providing initial advice and triggering place-based support for school-based incidents. The contact centre operates 8 am to 6 pm, during weekdays. The contact centre comprises a team of Incident Support Coordinators, who provide high quality support to callers reporting school incidents.

If you enjoy being part of a team supporting schools in their management of critical incidents, have excellent planning and organising skills, and are highly self-directed - then this ongoing VPS4 Incident Support Team Leader role may be ideal for you!
About the Role
The Incident Support Team Leader works as part of the Incident Management and Support Unit in supporting the operations of the Security and Emergency Management Division. The purpose of the role to oversee day-to-day operation of the Department's contact centre responsible for the taking of incident reports from schools, providing initial advice and triggering place-based support for school-based incidents. The contact centre operates 8 am to 6 pm, during weekdays. The contact centre comprises a team of Incident Support Coordinators, who provide high quality support to callers reporting school incidents.
If you enjoy being part of a team supporting schools in their management of critical incidents, have excellent planning and organising skills, and are highly self-directed - then this ongoing VPS4 Incident Support Team Leader role may be ideal for you!
Key functions of the Team Leader include:
  • Triaging and quality control of all incidents reported by schools and identifying escalation points in line with policy, legislation, processes and procedures
  • Managing and supporting the work of Incident Support Coordinators in call taking, ensuring appropriate call taking capability for the call queues
  • Supporting the development and implementation of quality assurance systems and processes to improve handling, recording and accuracy of IRIS incident reports
  • Overseeing equitable rosters, staff leave and contact centre performance against qualitative and quantitative key performance indicators
  • Convening of weekly team meeting and management of meeting agenda
  • Fostering a high-performing, well-functioning, collaborative culture
  • Monitoring trends in incident reporting and impacts
  • Identifying and actioning opportunities for improvement.

About the Department
The Division leads and coordinates the department's response during significant emergencies and critical incidents by establishing Incident Management Teams (IMTs). Staff in the Division are expected to be on a roster to participate in any IMTs that are stood up. Very occasionally, this may require work outside of normal business hours to support departmental and whole-of-government emergency management operations. The incumbent may be required to be available during critical incidents or periods of significant operational demand.
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.
Applications close Tuesday 21 July 2026 at 11.59pm
Posted
3 July 2026
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