About the Department
The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society.
About the Group
Schools and Regional Services (SRS) offers central, regional, and local expertise to enhance learning and development outcomes, supported by a diverse and geographically dispersed workforce. It comprises 17 areas within 4 regions, backed by 5 central office divisions, all collaborating to deliver improved outcomes for early childhood services, schools, communities, and learners, in line with Education State commitments. SRS regions serve as a bridge between the central office, schools, and service providers, ensuring smooth transitions for learners and achieving the department's ambitious targets. Each region includes divisions specialising in school performance, student wellbeing and early childhood support, working with area-based teams to tailor local interventions and practices. The 17 areas provide crucial insights into local trends and issues, facilitating effective policy and program development and driving child and learner outcomes across all services and programs.
This role is located in the Planning & Implementation Branch, Inner East Area, North East Victoria Region, SRS. The Planning & Implementation Branch includes three teams including school complaints management, a Koorie Education Unit and an Administration unit. The Planning and Implementation Manager (PIM) oversees these teams and also supports organisational strategic planning and range of other initiatives.
About the Role
The primary responsibility of this role will be to respond in a timely and consistent manner to general inquiries from the public and school communities and to effectively manage, monitor and resolve parent inquiries and complaints. This is predominantly a school complaints management role. The Community Liaison Advisor will work as part of a multi-disciplinary team within an area. The Community Liaison Advisor will also provide advice and support to Executive Directors and leadership teams within their region. They will promote and maintain strong relations with key stakeholders and other regional and central staff to ensure consistent, high quality practice across the region and proactively work with principals and schools to develop processes and policy around complaints management. In addition to working within an area to satisfactorily resolve an enquiry or complaint, Community Liaison Advisor will be required to work across areas within a region and liaise between other Regions and the Central office.
Attributes
The successful applicant will have:
- Exemplary written communication skills and an ability to analyse complex issues and generate a succinct written response
- Highly sophisticated verbal communication skills, including capacity to manage difficult conversations and interact with people on the phone who can at times be emotionally heightened; and elicit what their core concerns are.
- Demonstrated resilience by remaining positive and calm under pressure and confidently pursuing solutions
- Skill to contribute to a supportive and cooperative team environment and to support others in challenging situations
- Demonstrated respect, seeks to understand others needs, beliefs, ability and values of people from diverse backgrounds and understands the importance of diversity in successful service delivery to the community.
- Critical thinking and problem solving
- Political and organisational context
- Research skill and ability to navigate organisational platforms to find current policy and guidelines relating to Victorian school settings.
Qualifications and Experience
- Desirable: Relevant tertiary qualification in education, allied health, or another relevant field
- Desirable:Experience and/or knowledge about the operation of Victorian government schools
How to Apply
Applicants are required to submit their resume and a cover letter (maximum 2 pages for cover letter) summarising their skills, relevant experience and suitability to the role, informed by this job advertisement, the attributes listed, and the Key Selection Criteria referenced in the Position Description.
Further Information
For more details regarding this position please see attached/linked Position Description for the Key Selection Criteria to address in your 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 Erin Colley , Inner East Planning and Implementation Manager, via phone 0448 545 666 or [email protected]
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 Wednesday, 2 July 2025.
