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!

• 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.

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