Hotline Crew – Emergency Response | 20 Positions | Orange
Location:Orange NSW
Pay Rate:$*****–$***** per hour + super
Contract:2 September ********* November ****
Roster:6 days on, 1 day off | 57 hours per week
Hours:8:00am–6:00pm
Positions Available:20
Work Arrangement:Full-time, onsite
APG Workforce is urgently seeking20 Hotline Crew membersto support an emergency response operation based in Orange, NSW.
This is a fast-paced, high-volume role providing significant information and assistance to members of the community during an emergency response.
Successful candidates will work as part of the Public Information Unit, handling hotline enquiries, recording information accurately and supporting ongoing response activities.
The hotline operates from8:00am to 5:00pm, with an additional hour each day allocated to case notes, data entry and administrative follow-up.
Key Responsibilities
Handle enquiries from members of the community in a professional and empathetic manner
Maintain up-to-date knowledge of hotline scripts and response information
Accurately record conversations, enquiries and actions taken
Enter quality information into response management systems and event logs
Follow established scripts, procedures and government communication requirements
Identify and report issues that may impact response activities, including WHS incidents
Complete case notes, data entry and administrative follow-up
Report progress, issues and outcomes to the Hotline Team Leader
About You




We are looking for resilient and confident candidates who can work effectively in ahigh-pressure and rapidly changing environment.
To be considered, you will ideally have:
Previous experience in acall centre, contact centre, customer service or community engagement role
Strong computer literacy and accurate data-entry skills
Highly developed written and verbal communication skills
Strong interpersonal and conflict-resolution skills
The ability to remain calm and professional when dealing with challenging or emotional enquiries
The ability to follow scripts and established procedures
Broad knowledge ofNSW agriculture and associated industries and stakeholders
The ability to communicate public information accurately in accordance with government policies
Roster & Overtime Candidates must be available to work a6 days on, 1 day off roster, with the rostered day off potentially falling on any day of the week.
The position involves57 hours per week, including2.5 hours of weekday overtime plus required weekend overtime.
Candidates should carefully consider their availability before applying, as this is an intensive emergency response roster.
Training & Equipment Successful candidates will receive training and support in the required systems, processes and response procedures.Laptops will be supplied and configuredfor successful applicants.
This is anurgent recruitment requirement with 20 positions available.
We are seeking candidates who can commence immediately and commit to the required roster through to30 November ****.
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📌 Call Centre Officer - Government (New South Wales)
🏢 Apg Workforce
📍 New South Wales