SENIOR INCIDENT ADVISOR (CL7/8)

At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training.

• Multiple roles available
• Location: Parramatta (with flexible working arrangements)
• Clerk Grade 7/8 | Ongoing Full-time
• Salary: $110, 266- $122,058 p.a. + superannuation & leave loading

ABOUT THE OPPORTUNITIES

We’re looking for passionate and skilled professionals to join the Incident Notification and Emergency Response team in the Health Safety and Staff Wellbeing Directorate. As a Senior Incident Advisor, you will supervise the day-to-day operations of a high-performing team that provides support services across a range of incidents in NSW schools and workplaces.
This role is ideal for someone with incident response and case management experience, a solutions-focused mindset, and a desire to support safe learning and working environments across the state.

ABOUT THE ROLE

As a Senior Incident Advisor, you will play a key role in leading contact centre operations, responding to high-risk incidents, and providing expert advice and support to schools and workplace managers. You’ll collaborate with key internal and external stakeholders to deliver high-quality, timely services that align with operational guidelines and departmental objectives.
This is an exciting opportunity to be part of a high-performing team that directly supports safe learning and working environments across NSW.

Key responsibilities include:

• Lead and supervise the day-to-day operations of a team of staff to provide high level customer service support in a busy contact centre environment across a broad range of incidents, in line with operational guidelines.
• Provide high-level advice to senior staff and external partners on the response and management of a range of complex and high-risk incidents, manage a small portfolio of complex cases through to completion ensuring a high level of communication and coordinate response to emergency events, assisting schools to return to normal operations in accordance with operational guidelines.
• Provide advice and guide to workplace managers in responding to identified areas of risk, collaborate and engage with stakeholders and partners to facilitate services and support to ensure compliance with department objectives and relevant legislation.
• Build and maintain professional relationships with colleagues, internal and external stakeholders and external agencies, facilitate regular stakeholder meetings, participate in working parties and other discussions.
• Draft briefing papers, correspondence and other communications as required, and contribute to the development of operational procedures, guidelines and services and programs
• Coach and mentor a team to build capability, identify opportunities to improve compliance and performance of team against operational requirements and service standards, to achieve team goals and targets and meet customer needs.
• Monitor, analyse data and report on team performance, identify new or emerging issues or trends and recommend strategies to enhance team capabilities to inform business operations, training and development.
• Monitor the accuracy of data and records within databases to ensure team compliance with administrative requirements.

For further information, please click here to view the role description

ESSENTIAL REQUIREMENTS OF THE ROLE

• Relevant tertiary qualifications and/or equivalent experience in a related field.
• A valid Working with Children Check for paid employment.
• Demonstrated understanding of and commitment to the value of public education.
• Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.