Crisis Support Services jobs in Melbourne VIC

The purpose of the Incident Support Coordinator (Customer Support Officer) is to provide high-quality support over the phone to school staff reporting incidents occurring in school communities that have the potential to have a negative impact on students or education continuity. The Incident Support Coordinators collect relevant information from callers (school staff) regarding incidents and assess each event for risk from an individual and system perspective and categorise according to severity. This role is also responsible for advising callers on immediate essential actions that they must take in response to the incident, as required by departmental policy or legislation.

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the role

Please note, this is a CASUAL position at a VPS3 level.

Are you interested in learning how schools apply policy and legislation to keep children safe following critical incidents and in emergencies? Do you have the ability to hear and interpret a complex narrative and present it in a concise, clear way?

If your answer to any of the above questions is yes, then this exciting ongoing opportunity may be right for you!

The Security and Emergency Management Division of the Department of Education is inviting applications from individuals interested in being a part of the dynamic environment of the Incident Support and Operations Centre as an Incident Support Coordinator. The Incident Support and Operations Centre is a contact centre responsible for reporting incidents that impact students and school business continuity.

The purpose of the Incident Support Coordinator role is to provide high quality support 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's severity to enable a proportionate place based response by area/school based staff. 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.

For more details regarding this position please see attached position description.

Please note, this is a CASUAL position at a VPS3 level. Casual Incident Support Coordinators are rostered on an as-needed basis (this could be a few hours on a given day, for up to a maximum of 76-hours per fortnight) within Incident Management and Support Unit's operating hours of 8 am and 6 pm, weekdays. Casual staff are typically only rostered during school term days.

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

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.

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment pr ocess or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on 29 October 2026.

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