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 is to oversee the day‑to‑day operation of the Department's contact centre responsible for taking incident reports from schools, providing initial advice and triggering place‑based support for school‑based incidents. The contact centre operates 8am to 6pm, during weekdays, and 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, this ongoing VPS4 Incident Support Team Leader role may be ideal for you.

About the Role

The Incident Support Team Leader plays a key role in overseeing the contact centre, coordinating incident reports, and ensuring high‑quality support and timely escalation. The role requires solid organisational skills, proactive quality control, and the ability to lead and develop a team of Incident Support Coordinators.

Key Functions

- 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 meetings 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 normal business hours to support departmental and whole‑of‑government emergency management operations. The incumbent may need 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

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📌 Incident Support Team Leader (Melbourne)
🏢 State Government Of Victoria, Australia
📍 Melbourne