Hotline Manager

The Opportunity

PIRSA is seeking an experienced Hotline Manager to support effective communication and community engagement during emergency animal disease preparedness and response activities. This is an opportunity to establish and lead the HPAI Response Program's public hotline function, coordinating customer service operations, information management and enquiry pathways in partnership with communication and operational teams. The role will play a key part in ensuring timely, accurate and consistent information is provided to stakeholders and the community to support effective response outcomes.

How You'll Make a Difference

As the Hotline Manager, you will:

• Lead the establishment and day-to-day operation of PIRSA's HPAI Hotline, ensuring the delivery of timely, accurate and consistent information during preparedness, response and recovery activities.

• Provide leadership and oversight of hotline operations, including workforce coordination, roster management, quality assurance, reporting and continuous improvement initiatives.

• Lead and support a team of hotline personnel, ensuring staff are effectively recruited, trained, briefed and supported to deliver high-quality customer service outcomes.

• Monitor and analyse enquiry trends, public sentiment and emerging issues, providing intelligence and strategic advice to support communication planning and operational decision-making.

• Work collaboratively with the Public Information function, Incident Management Team and technical experts to maintain accurate scripts, FAQs and referral pathways.

• Build strong relationships with internal and external stakeholders to support coordinated response activities and ensure consistent public information is delivered across the community.

About You

You will bring:

• Experience leading customer service, contact centre, hotline, public enquiry or service delivery operations, ideally in a complex or high-volume environment.

• Strong leadership skills, with the ability to coordinate teams, manage competing priorities and maintain service standards in a fast-paced environment.

• Excellent communication and stakeholder engagement skills, with the ability to provide clear advice and manage sensitive or complex enquiries.

• Well-developed analytical and problem-solving capabilities, including the ability to identify trends, monitor community sentiment and provide actionable recommendations.

• Strong organisational and planning skills, with the ability to coordinate resources and adapt quickly to changing operational requirements.

• Experience in emergency management, biosecurity, public information, incident response or government service delivery environments will be highly regarded.

About Us

South Australia is internationally recognised for the quality of its agriculture, food, and wine. Our regions are the backbone of our state and the economic powerhouse that drives prosperity for all South Australians.

The Department of Primary Industries and Regions (PIRSA) is a key economic development agency working in partnership with our primary industries, regional stakeholders and across all levels of government to advance the prosperity and sustainability of South Australia's primary industries and regional communities.

We are a passionate team of around 800 people working across metropolitan and regional South Australia to develop and protect our state's regions and food, wine, aquaculture, fisheries, forestry, grains, livestock, dairy and horticulture industries.

It's no wonder there are so many exciting and diverse career opportunities in our organisation. If you're ready to join us, apply now!

Benefits

At the Department of Primary Industries and Regions, we offer our employees challenging and rewarding work with opportunities for career progression, learning and development and flexibility.

Our Commitment to Diversity

The Department of Primary Industries and Regions is an equal opportunity employer and is committed to building a diverse and inclusive workplace. We embrace diversity and welcome applications from all people, irrespective of culture, faith, sexual orientation, gender identity, disability, or age.

Special Conditions

• Successful applicant will be required to satisfactorily complete a National Police Check (NPC) prior to being made an offer of employment.

• 12-month opportunity available.

• Full-time, 37.5 hours per week.

Requirements

• Possession of a current driver's licence and willingness to drive.

• Out of hours work and inter / intrastate travel may be required.

• Australian residency or current works permit is required (responsibility of applicant to provide evidence of a current work permit).

• You acknowledge your work, health and safety obligations and our expectations when applying for a role.

• The incumbent will be required to undertake emergency management training and must be willing to participate in emergency preparedness, response and recovery activities required by government agencies.

Remuneration
ASO6 - $105,747 min - $111,854 max per annum, plus superannuation

Enquiries
Rachael Kelly
Drought and Resilience Manager
Phone: +61884290***
Email: *************@sa.gov.au
Website: www.pir.sa.gov.au

Application Instructions
All applications must be submitted online through iworkfor.sa.gov.au

Click “Apply” to be directed to the IWFSA website listing, alternatively search for vacancy number 853424 in the keyword search bar at iworkfor.sa.gov.au

If you're interested in this opportunity, please review the applicant guidelines and outline your skills and experience in relation to the following capabilities from the Role Description: 1. Professional and Technical Knowledge, 2. Political Nous, and 3. Planning and Organising. 

Applicants must include the contact information of at least 2 referees with 1 being your immediate supervisor/manager and a completed “Pre-Employment Declaration in the SA Public Sector” form.

Application Guidelines, Role Description and Pre-Employment Declaration in the SA Public Sector can be found on the IWFSA job listing.