Renée Young

▪ Receive incoming phone calls and requests for urgent and non-urgent assistance from members of the public
▪ Gather information, triage requests through ProQA and determine an appropriate course of action
▪ Dispatch multiple resources according to situational requirements and aligned with standard operating procedures
▪ Respond to large-scale emergencies and support the dispatch of multiple resources as part of a multidisciplinary team
▪ Remain calm, focused and direct when dealing with emergency
situations and callers
▪ Communicate clearly and compassionately with members of the public experiencing stressful situations to receive the appropriate information to provide assistance
▪ Maintain an awareness of available resources
▪ Utilise the Computer Aid Dispatch (CAD) system to an advanced level and support the dispatch of resources with accurate information
▪ Communicate over the radio with QAS personnel
▪ Mentor, support and develop peers and students to meet learning objectives
▪ Work in collaboration with the operations centre network and
contribute to meeting performance targets
▪ Undertake continual professional development and apply self-care principles to manage difficult situations
▪ Complete documentation and records according to procedures

Quality Assurance Officer

▪ Conduct audits on emergency 000 calls against performance
standards
▪ Providing strength-based feedback to EMDs
▪ Demonstrate a high knowledge of performance standards and how to apply them in a live environment
▪ Apply a sound understanding of AQUA for auditing

Acting Operational Centre Supervisor

Coordinating the on campus accommodation application process twice yearly.

Liaising with Heads of Halls and Colleges, to ensure an efficient and effective on campus accommodation application process.

Creation, coordination and maintenance of external off campus accommodation database.

Liaison with Real Estate Agents, Hoteliers and private home owners.

Liaising with and co-ordination with Heads of International Students Centre, University Halls and Colleges, streamlining the on campus accommodation application process.

Creation, coordination and maintenance of JCUStay (home stay) database.

Liaison for all JCU and external stakeholders regarding all on and off campus accommodation issues.

Hired, trained and supervised team of service staff members to assist during on campus application process.

Presented at International Student Welcome and Parent Orientation Ceremonies.

Was first point of call for the hundreds of students unsuccessful at obtaining on campus accommodation each semester, resolved numerous complaints/concerns and redirected these to suitable off campus accommodation options.

Liaised with local media (newspaper, radio, television news crews) regarding the need for off campus accommodation options for students.