Incident Notification Operator

Incident Notification Operator (CL3/4)

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

• Multiple Ongoing / Full-Time positions/Part-time can be considered
• Located in Parramatta with flexible working arrangements available
• Salary ranges from $82,193 - $90,001 p.a. plus super & leave loading

About the Opportunities 

Are you ready to make a real difference every day? Step into a frontline role where your voice supports the safety and wellbeing of thousands across NSW schools and workplaces. As part of our newly formed Incident Notification and Emergency Response unit, you’ll be the reassuring first point of contact during critical moments.

This is more than a contact centre role, it’s a chance to join a passionate team working at the heart of emergency response, where no two days are the same. You’ll gain valuable skills in incident management, contribute to meaningful outcomes for staff and students, and grow your career in a team that values trust, teamwork and excellence in service.

We welcome applications from individuals with experience and enthusiasm for working in a busy call-centre environment. 

About the role

As an Incident Notification Operator, you will be the first point of contact for reporting workplace and school-related incidents. Working in a fast-paced contact centre environment, you’ll provide high-quality customer service and capture essential information to assist in the timely triage and escalation of incidents. Your ability to follow operational guidelines and communicate effectively will ensure accurate data collection and seamless support during potentially sensitive or high-stress situations.

This role requires a strong focus on service delivery, adherence to procedures, and collaboration within a high-performing team. You will also contribute to the continuous improvement of our processes and systems to better serve the department's schools and workplaces.

Key accountabilities include:

• Provide responsive, high-quality customer service in a fast-paced contact centre environment.
• Capture accurate and detailed information to support the triage and escalation of incidents.
• Deliver advice aligned with departmental policies, procedures, and operational guidelines.
• Collaborate with team members to ensure a consistent and supportive experience for all callers.
• Maintain up-to-date knowledge of systems, procedures, and emergency protocols to deliver accurate information.
• Contribute to a high-performing, supportive team culture focused on continuous improvement and service excellence.

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

About you

To be successful in this role, you:

• Are a calm, customer-focused communicator who thrives in dynamic environments and can manage multiple priorities under pressure.
• Bring previous experience in a contact centre or customer service role and have the ability to follow clear procedures while capturing accurate and detailed information.
• Enjoy working as part of a team, are highly organised, and are committed to making a positive impact in your daily work.
• Have strong attention to detail and accurate data entry
• Demonstrate outstanding communication and customer service skills, maintaining a positive, proactive attitude.
• Be motivated by making a meaningful contribution to the wellbeing and safety of school communities across NSW.

Essential requirements of the role

• 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.

Benefits

• Flexible working arrangements
• 35 hour working week
• Competitive, salary sacrificing, employer’s contribution to superannuation and annual leave loading
• Flex Leave entitlements, generous holidays & leave conditions
• Opportunities for advancement and mobility across the Department to support your career growth

How to apply

If you are interested in joining the team, we want to hear from you! 

Please attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role.

Please refer to the Applicant’s Guide to Applying to assist you with your application.

If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education, click here for instructions on how to submit your application.

All other applicants please submit your application by clicking ‘Apply Now’.

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.

This is a child-related role. As a condition of employment you will be required to provide a valid Working with Children Check (WWCC) Clearance number (for paid employment). Visit the website for more information.

Closing date:  08 June 2025 at 11:59pm.

For role enquiries please contact Jessica Palayangoda, Leader Incident Notification at jessica.palayangoda1@det.nsw.edu.au or on 0474 994 235.

We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team (dandi@det.nsw.edu.au) or visit NSW Department of Education Diversity and Inclusion.

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