Team Leader

Communications Group is responsible for answering 000 calls from members of the public requiring police assistance in an emergency.

Our employees work within a team that is committed to providing high quality, client focused call taking and dispatch services from Communications Centres across the state.

Team Leaders will lead and manage a team of Communications Operators within the Townsville or Cairns Police Communications Centre.

The core capability requirements for this role are:

• Manage a Communications Centre team of AO4 Communications Room Operators to ensure a high level of customer service and effective resolution of issues is provided to customers in accordance with current standards and policies.
• Ensure consistent service levels are maintained through effective resource scheduling, leave management and conducting effective staff performance reviews
• Identify and provide training and development needs and guidance to staff members as required.
• Provide high quality advice, guidance and information on service delivery, policy and procedures to team members where required and identify opportunities for improvement.
• Work collaboratively, closely and effectively with all relevant staff to ensure high quality programs, systems and processes are maintained and enhanced to provide effective customer service.
• Be responsible for the effective daily operations and management of the Communications Centre operation floor as designated by Communications Supervisors.
• Research and analyse issues related to the Communications Group and their areas of responsibility to enhance the operational effectiveness of the Communications Centre and provide advice to management on solutions.

Role Requirements:

Mandatory:

• Successful applicants will be subject to a probationary period while participating in a Communications Operator Training Program of approximately 6 months. You will be required to successfully complete the training program to be considered for on-going employment with the Queensland Police Service.
• Appointees will be required to participate in a 24-hour, 7-day roster with work hours equating to 36.25 hours per week. Shift penalties apply.
• Successful applicants may be required to undergo alcohol and/or other drug testing in accordance with Service policy and the Police Service Administration Act 1990.
• Short listed applicants will be required to undergo typing, cognitive ability and psychological assessments.
• Successful applicants are required to provide an approved PEMS hearing test.  The hearing assessment will include Pure Tone Audiometry and a Speech Discrimination Assessment.
• For Pure Tone Audiometry, a loss of 25 decibels or more at 500, 1000, 2000Hz and/or a loss of 40 decibels or more (at 4000, 6000, 8000Hz) is considered significant and is normally unacceptable for recruiting purposes. For the Speech Discrimination Assessment, a score of 90% or greater is required.
• Where an applicant normally uses hearing aids, testing is to be conducted with the use of those aids.
• Successful applicants will be required to undertake regular hearing testing as part of their on-going employment.
• Appointees will be required to attend to call taking and job tasking duties as necessary to ensure service delivery.

More than one position is available

Positions available in Townsville and Cairns Police Communications Centre.  

Applications to remain current for 12 months.

Job Ad Reference:  QLD/546084/24

Closing Date:  Tuesday, 5th March 2024