Senior Information Coordination Centre (ICC) Officer - Affirmative Measures - Aboriginal and/or Torres Strait Islander and/or Disability

The Senior ICC Officer, delivers timely, accurate and high-quality information coordination and customer service to members of the public, sporting organisations, government and other stakeholders in support of Sport Integrity Australia’s integrity objectives. The role provides customer service to various members of the sporting community, including supporting affected parties of threats to sport integrity and triaging reports of child safeguarding concerns and general enquires. The Senior ICC Officer contributes to the creation of a safe, inclusive and high performing work environment, by providing quality assurance and guidance for colleagues in the ICC.

Note: Whilst conducting their core duties, ICC Officers will be exposed to content that may be confronting or unsettling. This includes hearing and reading content that relates to child safeguarding concerns and racial or sexual violence. To support the psychological safety our staff, Sport Integrity Australia provides mental health wellbeing support including access to EAP counselling services 

Key duties and accountabilities 

The duties of the Senior ICC Officer include, but is not limited to: 

• Working efficiently, effectively and cooperatively as part of a team to achieve Sport Integrity Australia’s objectives. 
• Understanding the roles and responsibilities of the teams within Sport Integrity Australia and ensuring information is distributed to the appropriate areas for action
• Understanding the sport integrity environment and Sport Integrity Australia’s remit to ensure high-quality customer service is provided by ICC to members of the public, sporting organisations and others who contact Sport Integrity Australia
• Maintaining and managing records, information and the progress of matters to the relevant internal business areas through accurate and timely data entry
• Supporting other ICC Officers in the effective management and recording of information received into the agency through technical guidance, advice and training 
• Undertake telephone duties as part of a roster including being the initial point of escalation of complex calls
• Prepare and review reports, responses and correspondence for both internal and externa
• Provide general assistance and administration support to operational areas 
• Contribute to and support the development and implementation of continual improvements and best practice of the ICC’s functions, processes and procedures 
• Promotion of safe work practices in an operational setting with exposure to content that may be confronting

The key accountabilities of the Senior ICC Officer include, but are not limited to: 

• Coordinate the assessment, triage and referral of information in accordance with organisational priorities, legislative requirements and risk considerations
• Ensuring compliance with Sport Integrity Australia’s complaints handling policies and procedures
• Ensuring compliance with the Sport Integrity Australia Act 2020 and Sport Integrity Australia Regulations 2020
• Ensuring the APS Values and Code of Conduct are always adhered to
• Complying with all relevant legislation and Sport Integrity Australia work health and safety policies, procedures and instructions and Sport Integrity Australia ICT and Information Governance Framework

The selection criteria of the Senior ICC Officer include:

• Ability to accurately coordinate, risk assess and analyse information from a variety of sources in a timely manner, meet deadlines with competing priorities and maintain accurate records
• Well-developed oral and written communication skills, including the ability to manage challenging conversations and communications, and tailor considered guidance to diverse group of stakeholders 
• Solid understanding of Sport Integrity Australia’s role and remit in addressing integrity issues associated with sport, the ability to exercise sound judgement in applying this knowledge, or ability to quickly acquire this knowledge
• Strong liaison, interpersonal and negotiation skills, including the ability to develop and maintain productive working relationships
• Demonstrated ability to provide technical guidance, on the job training
• Provide quality assurance and continuous improvement practices to support consistent, accurate and high-quality information management and customer service outcomes