About the role:

Frontline Support Services (FSS) is a proof-of-concept service model designed to strengthen frontline service delivery by realigning defined administrative, procedural and customer service tasks to a dedicated Frontline Support Officer (FSO) workforce. FSS is centrally managed and locally delivered: the workforce, service model, governance and monitoring arrangements are owned through FSS, while services are delivered in police stations and regional settings in close partnership with frontline supervisors.

Reception Support Services (RSS) is one of the FSS service streams. RSS provides support at designated police station reception counters, with FSOs performing defined front-counter duties where safety controls, role boundaries and local supervision arrangements are in place. Day-to-day tasking and immediate supervision of RSS FSOs occurs locally through station command arrangements, while practice leadership, workforce oversight, monitoring and continuous improvement are coordinated centrally through FSS.

The Practice Lead will provide practice leadership and coordination for RSS within an assigned region. The role is central to making the split management model work in practice: supporting stations to task FSOs safely and appropriately, maintaining visibility of workforce coverage and service stability, reinforcing authorised role scope, and ensuring local delivery remains consistent with statewide FSS governance. The position will work closely with FSS Regional Managers, station supervisors, local portfolio holders and FSOs to identify emerging issues, support safe operation and contribute to continuous improvement of the RSS model.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

Your duties will include:

- Providing practice leadership and coordination for RSS within the assigned region, supporting a centrally managed, locally delivered model and promoting consistent understanding of FSO role scope and responsibilities.
- Monitoring RSS service delivery, including workforce coverage, continuity, escalations, safety matters and other issues relevant to safe and effective operation.
- Reviewing operational reports, workforce information and stakeholder feedback to identify emerging issues, trends, risks and opportunities for improvement.
- Preparing monitoring summaries and contributing to regional reporting, including interpreting performance information, identifying risks and developing practical recommendations.
- Supporting workforce administration and high-level workforce oversight, including attendance patterns, wellbeing escalation pathways and coordination with stations on roster and coverage issues, while recognising that on-shift supervision and tasking remain with local station supervisors.
- Acting as a key point of contact between FSS and participating stations on RSS service delivery matters, including role scope, escalation pathways,



safety requirements, induction obligations and monitoring expectations.
- Supporting consistency of practice across participating locations by promoting approved operating guidance, reinforcing authorised scope and assisting stakeholders to understand their responsibilities.
- Helping maintain the integrity of the FSS operating model by identifying local delivery issues, supporting practical resolution with stations and escalating recurring risks through FSS governance.
- Contributing to continuous improvement of RSS processes, reporting approaches, feedback mechanisms and operational guidance.

About You:

The successful candidate will ideally have the following skills and experience:

The successful candidate will be able to work confidently in a complex operational workplace, build effective relationships with managers, supervisors and frontline staff, and translate operational information into practical recommendations. You will have strong written and verbal communication skills, sound judgement, and the ability to support a dispersed workforce while maintaining clear role boundaries and consistent operating practice across locally delivered services.

You will ideally have experience coordinating service delivery, monitoring workforce or operational performance, managing stakeholder issues constructively, and identifying risks or improvement opportunities from operational information and feedback.

A relevant tertiary qualification is desirable.

Further Information:

- Five fixed-term positions (until 30 June 2028) are available.
- The positions are based at Knox, Melbourne East, Dandenong, Bendigo and Seymour.
- Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
- The successful candidate may be required to undergo pre-employment checks, including fingerprint checks and misconduct screening.
- Victoria Police expects its people to foster a safe and inclusive environment where behaviour and attitude reflect, build upon and promote a positive and collaborative workplace that respects the culture and values of Victoria Police.
- The successful candidate will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
- We expect our people to foster a safe and inclusive environment where their behaviour and attitude reflects, builds upon and promotes a positive and collaborative workplace that respects the culture and values of Victoria Police.

Your application must include:

- Resume




- Completed application form – the word document application form to be completed and attach to your submission, is attached to the job advertisement.

Applications close midnight, Wednesday 30 September 2026.

Please Note: All applications will need to be submitted through one of the following platforms: Victorian Government careers website (Careers.vic). Applications will not be accepted via other platforms or email.

For further information, please contact: Inspector Caroline West on (03) 83351*** or *************@police.vic.gov.au

We welcome applications from people with disability and aim to support an inclusive recruitment experience. If you require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirement/reasonable adjustment for the recruitment process (including an alternate method of submission of the application), please contact VPS Recruitment via email

About Us:

Victoria Police has a dedicated workforce of more than 22,000 employees consisting of police, protective services officers, police custody officers, and public service staff. Each employee plays a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to its community. As a Victoria Police employee, you have a dedication and commitment to community safety.

Victoria Police is committed to creating a workplace that is safe and inclusive of all our people. We empower and expect our people, at all levels, to develop interpersonal connections and collaborate, use sound judgement, and create and innovate.

In alignment with the principle of self-determination, Victoria Police is dedicated to enhancing our collaboration with the Aboriginal community in Victoria as we build a culturally safe and inclusive workplace for Aboriginal and Torres Strait Islander employees. We continue to engage and build relationships with local Aboriginal communities and work closely with them to enhance opportunities and services aimed at empowerment, equality, and equal participation across all areas of the organisation.

We value the diversity and differences of our employees, including their age, gender, culture, religion, sexual orientation, abilities, and life experience. We celebrate these diverse experiences and perspectives as each person brings an informed and contemporary approach to our work which enhances the wellbeing of all. We aim to provide a safe place that is reflective of the community it serves, allowing everyone to bring their whole selves to work.”

If after reading this, you're not sure you tick every single criteria box, but have the passion to get behind our purpose, the determination to face a challenge and a willingness to grow and learn, we think you should click the apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you.

📌 Practice Lead (Melbourne)
🏢 Victoria Police
📍 Melbourne