About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Division

The Operations and Governance Division provides day-to-day support for schools and regions, encompassing school governance and operational issues, client enquiries and contact centre technologies, complaint management and improvement process, support for principals in the management of complex matters and provision of advice and training for school council members.

The Division leads and coordinates various other functions in Schools and Regional Services, including workforce planning and staff recruitment, business and risk planning, audit reporting and quality assurance of correspondence and briefings.

About the Role

This role is Fixed Term until 26 March 2027

The Complex Matters Support Team (CMST) sits within the Schools and Regional Services (SRS) in the Operations and Governance Division. It is one of the 6 initiatives under the Principal Health and Wellbeing Strategy, which is aimed at promoting positive mental and physical health and wellbeing outcomes for principals across Victoria.

CMST provides direct and immediate support to principals who are responding to complex matters, by: 

• being the principal's single point of contact in central office 

• coordinating and connecting them with supports from the region and program areas across the department and 

• assisting them to respond to complex and frequent written correspondence with parents and advocates. 

The CMST is looking for a lead professional who will support school principals to manage highly complex and sensitive matters that place significant pressure on school leadership and staff wellbeing.

Working within the CMST, the role provides expert, coordinated support to reduce administrative burden on schools. This includes managing complex correspondence, coordinating advice across multiple areas of the department, and supporting schools to navigate matters involving heightened risk to wellbeing, safety or school operations. The role requires excellent written communication skills and the ability to navigate complex and sensitive matters with sound professional judgement and a calm, measured approach, while working collaboratively to deliver timely, practical support to schools.

Attributes

 The role requires a person who can:

• communicate with empathy, clarity and sound professional judgement when working with principals and stakeholders
• produce clear, high-quality written responses to complex and sensitive correspondence
• demonstrate resilience by remaining calm, measured and solutions-focused in high-pressure situations
• exercise discretion and professional judgement when navigating complex and sensitive matters
• work collaboratively across teams to problem-solve and deliver coordinated, practical support.

Desirable Qualifications and Experience

 The following would be desirable: 

• a degree in education, psychology, social work or law
• experience in complaint handling and conflict resolution

How to apply

Applicants are encouraged to include a Curriculum Vitae and a Cover letter addressing the key selection criteria provided in the position description.

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

For further information pertaining to the role, please contact Megan Gibson – Manager CMST via (03) 70221203 or megan.gibson@education.vic.gov.au

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on Monday, 26 January 2026