Terri Hartmann

• Telephone customer service
• receiving reports from members of the public involved in incidents on the Victorian road network
• Handling a range of inquiries, including reports of road hazards such as, debris and spills, traffic signal and electrical asset faults, vehicle crashes and breakdowns on major arterial's or freeways, inquiries regarding road maintenance issues, providing information to the public during severe weather events and natural disasters such as floods and fires
• Handling complaints
• Liaising with emergency services and other internal and external stake holders involved in reporting Incidents
• Use of a range of VicRoads data bases and systems to log customer reports and inquiries and make referrals where necessary.
• Use of Intelligent Transport Systems such as CCTV cameras and traffic signal program (SCATS) to monitor traffic conditions and detect Incidents and other traffic issues on the network.
• Ability to use professional judgment to respond to reports made by the public as well as responding effectively to customer complaints.
• Use of effective communication to deal with motorists and members of the public in distress in a range of challenging situations.
• Prioritising activities in a high-pressure demanding environment in a timely manner.
• Meeting KPI requirements
• Providing firsthand information to customers to resolve inquiries from the first point of contact.

• Handling customer enquiries logged by the contact centre
• Proficient organisational knowledge to appropriately allocate a range of different customer enquiries to the correct departments.
• Complaints handling and resolving customer inquiries
• Making professional judgements to prioritise tasks and assess the impact on the road network within the Metropolitan South East Region
• Assessing enquiries to determine priority of Emergency road hazard call outs to maintenance Contractors/Providers.
• Administration duties.
• Proficient knowledge on maintenance issues/road hazards and making correct risk assessments and prioritising accordingly.

• Reviewing applications submitted by traffic management companies for approval of Memorandum of Authorisation Permits.
• Assessing traffic management plans submitted by traffic management companies
• Undertaking risk assessment and assessment of potential impact to the road network
• Use of VicRoads data bases to undertake traffic volume analysis.
• Making judgements whether traffic signal adjustments are required.
• Liaising and negotiating with a number of key stakeholders, including attending meetings with regards to impact for major projects.
• Knowledge of road works regulations, policies and procedures, including requirements for Memorandums of Authorisation, consent for works within the road reserve, as well as exemptions for utility providers.
• Responsible for assessing the impact of major road projects within the Melbourne metropolitan road network.

• Patrolling major arterial roads and freeways within the Melbourne metropolitan road network.
• Responding to incidents such as motor vehicle collisions and breakdowns on major arterial and freeways
• Responding to spills and debris as well as any traffic obstructions and road hazard
• Responsible for providing professional advice to internal and external stakeholders.
• Implementing traffic management, including making professional judgements with regards to lane closures or road closures that may be required during an incident
• Identifying appropriate use of equipment, resources and actions to safely manage an incident scene in accordance with OH&S and VicRoads policies and Standard Operating Proceedures
• Liaising with emergency service personnel, members of the public, tow truck drivers, RACV and all other road users.
• Communications to and from the Transport Operations Centre including 2 way radio communications.
• Administer first aid to members of the public involved in incidents and managing high risk & high priority situations.
• Experienced in patrol routes and extensive knowledge of the Melbourne metropolitan road network.
• Highly developed communication and interpersonal skills, as well as exceptional face to face customer service with the ability to positively influence distressed motorists at an incident scene.
• Practice professional judgment and demonstrated strong coordination skills to ensure safety for all road users.
• Taking part in team meetings, with effective and positive contributions in relevant team discussions.

Achievements:

• Positive feedback in writing from customers to management as well as positive feedback from various stakeholders at an incident scene.
• Recognised as an effective and key member of the team and given higher duties as acting Incident Response Coordinator within the Transport Operations Centre
• Recognised as a loyal & honest member of the team and taken on secondment duties outside scope of current role.
• Demonstrated leadership as a member of the VicRoads Incident Response team.

• Dispatching Incident Response Officers to incident locations
• Two way radio operations
• Coordinating site requirements and resources for Incident Response Officers at an incident scene
• Responsible for record keeping by documenting up to date logs of incident activities in real time from Incident Response Officers managing an incident scene.
• Took on higher duties and performed effectively in a high pressure environment.
• Using CCTV traffic cameras to monitor incidents
• Application of technical skills in using a range of VicRoads data base computer systems
• Making sound professional judgements, having to prioritise in a high pressure environment with the ability to multitask whilst managing multiple incidents taking place at any given time
• Responsible for communication and effective liaison with external and internal stakeholders.

• Responding to emergency pager calls
• Firefighting operations
• Station maintenance
• Attending community events
• Managing Traffic with regards to incidents
• Radio communications

• Participating in weekly training meetings
• Study and practice of first aid theory and training
• Attending Community events