Incident Support and Response Operator, Clerk Grade 3/4 – 221372

  • Company:
    Department of Education
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 days ago
  • Category:
  • 1 full time permanent (ongoing) position
  • CL Grade 3/4 ($72,418 – $79,297 base) plus superannuation and annual leave loading
  • Supportive and collaborative environment
  • Flexible working conditions and latest IT productivity tools
  • Competitive salary package including
  • Modern space, walking distance from public transport and the scenic Parramatta River
  • The Health and Safety Directorate is in an excitingperiod of expansion and positive change and we have numerous opportunities availablefor high performing individuals to join our busy and vibrant team.

    You will be part of our team of passionate professionals who apply theirexperience, expertise and passion to solve unique challenges and to help createone of the finest education systems in the world. We have an open and highlycollaborative office environment located in a state of the art, new building,within walking distance from Parramatta station and close to the scenicParramatta River. You will benefit from flexible working conditions,competitive salary package and the latest IT and productivity tools. You’ll beworking with a diverse mix of practical, results focused and customerorientated people who deliver services to achieve safe and healthy workplacesand schools.

    About the Department ofEducation

    We ensure young children get the best start in life bysupporting and regulating the early childhood education and care sector. We arethe largest provider of public education in Australia with responsibility fordelivering high-quality public education to two-thirds of the NSW studentpopulation.

    For more information about the Department of Education,please visit

    The Health and Safety Directorate shapes and leadswork health and safety across the department by delivering services and supportto our workplaces to assist them in achieving a safe working and learningenvironments.

    About the Unit

    The Incident Notification and Response Unit workscollaboratively across the department and with external partners to minimisedisruption to school operations by providing incident reporting and responseservices to schools and departmental offices. The unit provides a reporting andsupport service that is customer focused, centralised and integrated withsupportive end to end response services including; the coordination of incident& emergency response, assistance to staff and workplaces to respond to andrecover from incidents, post incident support, injury and health management,complex case management, specialist case management services (ASEB) and generaladvice.

    About the Role

    Weare looking for an individual who can be responsible for providing high qualitycustomer service support within a busy contact centre environment, providingincident notification and response support services to NSW schools andworkplaces. The role responds to a high volume of incident notifications,provides advice and coordinates incident response services and support, workingwithin a high performing team to deliver timely, efficient services and advicesupporting safe working and learning environments.

    It’s an exciting environment where no two days arethe same. But on a typical day you might find yourself:

  • Providing high-level customer service support in a busy contact centre environment across a broad range of incidents, injuries and complex matters ensuring a seamless customer experience.
  • Providing advice and coordinating incident response services and support to assist in the management and response to a range of incidents in line with operational guidelines.
  • Accurately capture information provided at the point of call, triaging and responding to incident notifications or escalating as appropriate to ensure the provision of accurate information and advice in line with operational guidelines.
  • Building and maintaining relationships with customers, service providers and team members to ensure high performing environment where we share our knowledge.
  • Working collaboratively to meet service requirements, team objectives and build a high performing culture.
  • How toapply

    TheNSW Department of Education is committed to a diverse and inclusive workforceas an Equal Employment Opportunity (EEO) employer. We encourage diverseapplicants from a range of backgrounds to apply for roles in the department.

    To applyfor this role, please submit an application by clicking “Apply Online” below.To apply, you will need to attach a cover letter (max.2 pages) and your resume (max. 5 pages) in either Word or PDF format. Please address any pre-screening questions and anyessential requirements. We are looking for you to demonstrate yourcompetence in the focus capabilities as outlined in the in your answer, so please develop yourresponse with this in mind.

    Note: theselection process will include a range of assessment techniques to assist indetermining your suitability for the role.

    If you are called to interview you will need toprovide the following documents and your employment may be subject to theDepartment’s Nationally Coordinated Criminal History Check to determine yoursuitability for employment.


  • As an Incident Support and Response Operator, you will provide high quality customer service support within a busy contact centre environment. Describe your skills and experience in this area. (maximum 300 words)
  • Give us an example of time where you were unable to solve the customer’s problem. How did you handle the situation? (maximum 300 words)
  • Forenquiries about this role, contact Corina Daly, Leader, Incident Support Services, Health and Safety Directorate, Department of Education, at 0436 524 386 or by email to

    Note: A recruitment pool maybe created through this recruitment process. A recruitment pool is a group ofapplicants who have been assessed and identified as suitable for this role orsimilar roles, and who may be considered for a range of similar roles,including temporary, term or ongoing roles, over the next 18 months.