Police Communication Operators work within a dynamic environment, that is committed to providing superior, client focused 'Triple Zero Call Taking and Police Dispatch' services across Queensland in response to community requests for assistance.
Key Accountabilities
* Manage calls for service, in emergency, stressful and challenging situations using a high level of negotiation and conflict management skills to de-escalate the situation, calm the callers and get the vital information required.
* Application of the Queensland Police Service demand management framework (SOLVE) to request allocation of Police resources for incident response.
* Accurately relay data using voice communications equipment in a time-critical environment to provide responding police units with relevant information to take appropriate action.
* Research a variety of police data management systems to gather information on relevant persons, vehicles and places of interest to police.
* Review incidents and assess tasks, work with flexibility, speed, and accuracy to continuously update incidents with relevant time critical information.
* Liaise with other service providers to allocate resources to incidents as required by operational police.
* Comply with information security policies and procedures to ensure information holding systems are kept confidential and utilised accurately and reliably.
* Research, interpret and relay information relating to legislation, criminal and civil issues, policies and procedures.
* Contribute positively within a dynamic team environment to achieve the required service delivery standards including support and mentoring of other communication operators.
Role Requirements
Mandatory
* Initial appointment will be on a fixed term temporary basis while you participate in a Communications Operator Training Program of approximately 6 months. You are required to successfully complete the training program to be considered for on-going employment and permanent appointment 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.
* A recent keyboard skills certificate indicating a minimum speed of 40 words per minute with 98% accuracy must be provided with your application (see attached Information Guide for further).
* Short listed applicants will be required to undergo typing, call taker simulation, cognitive ability assessments.
* Successful applicants are required to undergo a psychological assessment.
* 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.
Applications to remain current for 12 months.
Job Ad Reference: QLD/ /25
Closing Date: Tuesday, 23 rd September 2025
Occupational group Customer Service/Call centre
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