Job Description
Job details
Here’s how the job details align with your profile.
Job type
Full-time
Location
Burwood East VIC 3151•Hybrid work
Benefits
Pulled from the full job description
Gym membership
Insurance services
Employee assistance program
Free parking
Salary packaging
Full job description
Job Function: Other
Date Posted: 12 Sept 2026
Job Requisition ID: 2364
Impactful change role – leading service improvements for TZV’s operational workforce
Working as part of a specialist team, collaborating across the wider emergency services sector
Permanent and fixed-term opportunities, full-time roles with hybrid work arrangements
About Triple Zero Victoria
Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.
This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.
About the Role
The Operational Services Officer (OSO) is a key support role within Emergency Communications Services (ECS) that reports directly to the Senior Manager, Operations. This role exists to lead and coordinate the operational implementation of service improvements that directly impact emergency call-taking and dispatch.
The OSO will work closely with ECS, ECIS, and external emergency service partners to shape practical, operationally effective changes that support both day-to-day delivery and surge readiness.
This role will also be deployable during major incidents and unplanned events to fulfil surge support functions or undertake a defined role within an Incident Management Team (IMT). The OSO will bridge the gap between strategy and operations, ensuring that change delivers improved outcomes for the community and those on the frontline.
Day to day responsibilities include:
Leading operational improvement activities within ECS to ensure that project outcomes, SOP changes and system enhancements reflect the realities and needs of operational teams
Supporting the implementation of change across ECS, including business process redesign, roll out of new service workflows and updates to procedures
Active identification and management of operational change requirements, including timelines, communication, documentation and stakeholder engagement across the ECS operations business
Engagement with operational stakeholders to understand challenges, gather feedback and work collaboratively to deliver practical improvements
Engagement with external emergency services organisations (CFA, VICSES, FRV, AV, Victoria Police) to align expectations and support service delivery
About You
The successful candidate will have demonstrated experience in emergency communications or operational roles within an emergency services environment, as well as the following skills and experience:
Experience working in multi-agency, high pressure environments, including within public safety communications, control rooms, or emergency services
Strong understanding of call-taking and dispatch operations, including structured workflows and emergency respond priorities
Experience managing or contributing to operational change, including new process roll outs, system implementations, or SOP transitions
Strong communication and interpersonal skills, with the ability to engage, influence and build relationships across internal departments and external emergency services agencies
Develop and maintain structured change plans, risk assessments and support documentation for all ECS operational activities, in line with agreed frameworks and technical standards
Demonstrated ability to manage operational change planning, including consultation, stakeholder coordination, and implementation scheduling across multiple sites or teams
What We Can Offer You
You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:
Employee assistance program for employees and eligible family members
Discounted health insurance, banking services and gym membership
‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
Free staff parking at all our sites
Salary packaging options after an initial service period
Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.
How to Apply
From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.
Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.
For a confidential discussion, please email Careers@triplezero.vic.gov.au.
Recruitment agency applications will not be accepted.
Applications must be submitted by 11.59pm, Friday 26 September 2026.
Other Relevant Information
Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.
Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.
Here’s how the job details align with your profile.
Job type
Full-time
Location
Burwood East VIC 3151•Hybrid work
Benefits
Pulled from the full job description
Gym membership
Insurance services
Employee assistance program
Free parking
Salary packaging
Full job description
Job Function: Other
Date Posted: 12 Sept 2026
Job Requisition ID: 2364
Impactful change role – leading service improvements for TZV’s operational workforce
Working as part of a specialist team, collaborating across the wider emergency services sector
Permanent and fixed-term opportunities, full-time roles with hybrid work arrangements
About Triple Zero Victoria
Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.
This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.
About the Role
The Operational Services Officer (OSO) is a key support role within Emergency Communications Services (ECS) that reports directly to the Senior Manager, Operations. This role exists to lead and coordinate the operational implementation of service improvements that directly impact emergency call-taking and dispatch.
The OSO will work closely with ECS, ECIS, and external emergency service partners to shape practical, operationally effective changes that support both day-to-day delivery and surge readiness.
This role will also be deployable during major incidents and unplanned events to fulfil surge support functions or undertake a defined role within an Incident Management Team (IMT). The OSO will bridge the gap between strategy and operations, ensuring that change delivers improved outcomes for the community and those on the frontline.
Day to day responsibilities include:
Leading operational improvement activities within ECS to ensure that project outcomes, SOP changes and system enhancements reflect the realities and needs of operational teams
Supporting the implementation of change across ECS, including business process redesign, roll out of new service workflows and updates to procedures
Active identification and management of operational change requirements, including timelines, communication, documentation and stakeholder engagement across the ECS operations business
Engagement with operational stakeholders to understand challenges, gather feedback and work collaboratively to deliver practical improvements
Engagement with external emergency services organisations (CFA, VICSES, FRV, AV, Victoria Police) to align expectations and support service delivery
About You
The successful candidate will have demonstrated experience in emergency communications or operational roles within an emergency services environment, as well as the following skills and experience:
Experience working in multi-agency, high pressure environments, including within public safety communications, control rooms, or emergency services
Strong understanding of call-taking and dispatch operations, including structured workflows and emergency respond priorities
Experience managing or contributing to operational change, including new process roll outs, system implementations, or SOP transitions
Strong communication and interpersonal skills, with the ability to engage, influence and build relationships across internal departments and external emergency services agencies
Develop and maintain structured change plans, risk assessments and support documentation for all ECS operational activities, in line with agreed frameworks and technical standards
Demonstrated ability to manage operational change planning, including consultation, stakeholder coordination, and implementation scheduling across multiple sites or teams
What We Can Offer You
You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:
Employee assistance program for employees and eligible family members
Discounted health insurance, banking services and gym membership
‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
Free staff parking at all our sites
Salary packaging options after an initial service period
Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.
How to Apply
From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.
Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.
For a confidential discussion, please email Careers@triplezero.vic.gov.au.
Recruitment agency applications will not be accepted.
Applications must be submitted by 11.59pm, Friday 26 September 2026.
Other Relevant Information
Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.
Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.
💡 Quick Summary
Seeking a career-building opportunity? The Operational Services Officer position is now open for candidates interested in the Health Jobs sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Health Jobs is a plus.