Continuous Improvement & Governance Officer

Job Details
Careers Logo
Department: Victoria Police
Work Type: Fixed term - full time
Job Function: Other
Classification: VPSG4
Work Location: Ballarat - Central Highlands
Reference: VG/JE20042503A
Closing Date: 28-Jun-2022
Salary Range: $90,067 - $102,192
Job Duration: 18 Months from commencement
Attachments: 1. Position Description - C3442.docx (Word, 577KB)

2. Application Form.docx (Word, 635KB)

Contact: Divya Vagadia
0459 976 148 /

Position Details

About the Police Assistance Line (PAL) and Online Reporting (OLR) service

The Police Assistance Line (PAL) and Online Reporting (OLR) are two additional channels for members of the public to report non-urgent crimes and events anytime, anywhere.

They are designed to strengthen Victoria Police's connection with the community and assist police officers to focus on urgent policing matters.

Examples of non-urgent crimes and events include:

  • burglary including at a commercial property or a home with no occupant present
  • theft (including theft of a motor vehicle)
  • property damage
  • lost property

About State Emergencies and Support Command (SESC)

State Emergencies and Support Command drives Victoria Police's strategic agenda and operational response for emergency management, custodial management, and events management.

The State Emergencies and Support Command is a highly focused and dynamic Command that identifies and delivers key priorities and essential services for Victoria Police to ensure the safety of the Victorian community. The Command is an integral part of Victoria Police and aims to provide public value and enhance community confidence in Victoria Police through its support of the organisation's operational functions.

The Operational Communications Division (OCD) within SESC is responsible for the service delivery of the Police Assistance Line and Online Reporting (PAL/OLR), Computer Aided Dispatch, Metropolitan Mobile Radio, Regional Mobile Radio and Managed Device Service. 

The PAL/OLR service supports a dedicated phone number for non-urgent reporting of specific crimes and events 24/7, 365 days a year. These calls are answered by contact centre operators who are civilian employees contracted by an outsourced service provider and supported by police members. Online Reporting provides the public with the ability to easily and securely create and submit online reports for specific incidents and crimes, without attending a police station.  

This role reports to the Senior Services Manager PAL/OLR. The primary expectation of this role is to deliver the actions as a result of an internal audit report to continue to meet community and government objectives. 

The usual place of work will be within the Police Assistance Line which is located in Ballarat; however, you may be required to work at any other division within the Command (including Melbourne) as required. 

Victoria Police is a contemporary and agile workplace and support flexible working arrangements.

Your duties will include:

  • Producing and developing quality and evaluation processes to support the PAL/OLR Audit Recommendations
  • Defining success metrics and measuring performance against quality objectives to support continuous improvement of the overall service
  • Maintain all logs, risks and issues registers to support continuous improvement initiatives and objectives
  • Identify fit for purpose governance frameworks to ensure service sustainability to enable quality assurance processes to be adhered to
  • Identifying risks and recommending risk mitigation actions working in conjunction with PAL/OLR team members
  • Working alongside the Change & Comms Officer to deliver strategies to reduce resistance to change within Victoria Police
  • Providing coaching and training to employees at all levels to understand the governance process and support the continuous improvement strategy
  • Supporting team members (directly or indirectly) to deliver against organisational objectives
  • Providing reporting and other updates to the senior management team

As the successful applicant, you will have:

  • A good understanding of business analysis principles, techniques and tools
  • Victoria Police organisational awareness
  • Demonstrable experience and knowledge of the Business Process Outsourcing industry
  • Effective facilitation and influencing skills
  • Experience with conflict resolution and negotiation skills within a dynamic environment
  • Demonstrated capacity to work with a team and drive outcomes in a timely manner
  • Ability to cope with pressure

Requirements and relevant information:

  • Fixed term 18 months from commencement of employment
  • Position location Victoria Police (PAL/OLR) Contact Centre, Flecknoe Building, level 4, 124 Albert Street, Ballarat Central.  
  • Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
  • The successful candidate will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.

Your application must include:

  • Resume
  • Completed application form - attached to the job advertisement.

Applications close midnight, Tuesday 28 June 2022.

Please Note: All applications will need to be submitted through one of the following platforms; the Victorian Government careers website (Careers.vic), Job Skills Exchange (JSE) website or Seek.
Applications will not be accepted via other platforms or email.

Current Victorian Government employees must apply via Jobs and Skills Exchange (JSE).

For further information on this role please contact: Divya Vagadia, Senior Services Manager on 0459 976 148 or via email

If you have a disability/medical condition and require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirements/reasonable adjustment for the recruitment process, please contact VPS Recruitment via email or on (03) 8335 8081.

From here...