Operations Officer Position Description

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Operations Officer Position Description 2017-03-20T23:52:29+00:00



LINK Community Transport’s (LINK) Head Office and primary depot is situated 62 Keon Parade Thomastown Victoria. LINK provides Community Transport services in the Northern and Western Metropolitan Melbourne Region; and seeks to expand its service footprint considerably. LINK’s predominant income source is Federal CHSP funding for the aged cohort which is expected to continue until June 2019 after which will likely emerge an open, contestable market featuring empowered, individually funded consumers. LINK also receives State HACC funding which will similarly transition into an open, contestable market in the form of the federal NDIS over that same 3-year period. In essence; LINK is transitioning from a block funded service provider, to a bona fide social enterprise who will need to flourish on the strength of its value proposition in an open, contestable market environment.


Our Vision

Empowering Mobility

Our Mission

Effective, accessible and flexible local transport


Our Guiding Principles

LINK’s conduct will be governed by the following pillars of C.A.R.E:

Compassion – we embody equity and respect for all people; we celebrate the richness of diversity in all of its forms

Authenticity – we are honest, ethical and accountable in all that we do; our deeds match our words

Resourceful – we solve, innovate, flex and respond with immediacy to the needs and expectations of our stakeholders

Exceptional – sound research, operational excellence, commercial savvy, courage and self-awareness permeates all that we do and characterizes who we collaborate with


Our Celebration of Diversity

LINK provides services to people of diverse ethnicity and origin. LINK respects, embraces and is enriched by the diversity of the people and communities that we support. LINK is committed to continually improving services that respond to the specific needs of all we service.

Our Services

LINK provides customized transport to people with a disability, people aged 65+, and other persons experiencing transport incapacity or disadvantage whether temporary or permanent, regardless of age; enabling attendance to personal needs and engagement in community life at affordable (subsidized) prices. Non-subsidized services are also available to the general community on a fee-for-service basis.


Facts & Figures

20 staff & 100 volunteers


Reports to

Operations Co-ordinator


Direct reports



The Operations Officer is responsible for contributing in a team environment which collectively performs all tasks associated with customer intake and assessments; trip bookings, scheduling and cancellations; logistics, control room and dispatch duties; volunteer administration; record-keeping; call centre functions; vehicle surveillance; and records management functions attached to meeting customer need and fulfilling supply potential.


The Operations Officer will become proficient in all facets and roles within the Operations Team and will enjoy task diversity and high level customer interaction. The role will take direction from, and work closely with, the Operations Coordinator(s) and Operations Team Leader(s).


The nature of LINK’s operations is such that here will be a need to provide collegial support and encouragement to a variable pool of volunteers from time to time.



WHS, Environment, Quality & Risk Management

  • Comply with LINK’s Management Systems and legislative mandates always
  • Provide data, basic reports and other supports to inform the business as requested
  • Cultivate and engage relationships as required to optimize outcomes to LINK
  • Support volunteer input into various initiatives where applicable
  • Other duties as directed

Customer services

  • Undertake inbound/outbound calls, enquiries, customer welfare, and trip requests
  • Undertake customer intake processes
  • Receive and where possible resolve issues at customer interface

Operations services

  • First point of contact (Duty Officer) for drivers/travel assistants on duty
  • Manage records of driver availability and driver rosters
  • Arrange trip requests into driver shifts (scheduling)
  • Communicate shifts and other information to drivers/travel assistants

Service delivery

  • Participate in a roster to cover all operational hours and requirements
  • Participate in a roster to cover all on-call arrangements
  • Check out and check in vehicles hired out to external parties
  • Assist in investigating and resolving minor operational issues
  • Cover shortfalls by driving on some occasions

 Vehicles and equipment

  • Carry out various vehicle monitoring processes
  • Schedule vehicle servicing, cleaning and repairs
  • Carry out some miscellaneous cleaning of vehicles
  • Hire vehicles from third parties when required
  • Assist with the management of a range of equipment
  • Ferry vehicles for servicing, cleaning and repairs


  • Assist with the organization of volunteer/other events
  • Visit depots to assist with effective operation from time to time
  • Carry out remedial tasks within skill range
  • Administer various volunteer records
  • Administer relevant financial records
  • Carry out data entry and finalization of data
  • Other recordkeeping


  • Engage with the Operations team and organization to assist in ensuring sound efficiency and performance; continuous improvement opportunities; reporting of issues and/or non-compliances; conducting of audits and/or investigations; and undertaking of training and other quality/performance-related activities.
  • Participate in core learning and development activities to advance professional skills and knowledge for application within LINK.
  • Leverage the LINK brand and Intellectual Property to optimum effect always.

Culture – general

  • Contribute to and foster positive organizational culture aligned to LINK’s Mission, Vision and Guiding Principles
  • At all times portray people with disabilities, people of diverse ethnicity, first Australians, and aged persons in a positive and dignified manner; preserving dignity, respect and privacy.
  • Ensure confidentiality of information
  • Carry out other duties as requested. All staff are required to undertake activities outside of their core duties from time to time.


The Operations Officer has a responsibility and accountability to the Chief Executive Officer for safe work practices involving the following WHS requirements:

  • Comply with LINK’s Workplace Health and safety management system – Implement actions and decisions which are consistent with the intention of the LINK WHS policy, and ensuring compliance with all site safety rules, policies and procedures, and relevant legislation
  • Reporting WHS matters – Identify and report issues, incidents, near-misses, injuries and hazards in the workplace immediately
  • Work Environment – Ensure self and volunteers are provided, appropriate wear and maintain personal protective equipment where required. Carry out work in a safe manner; adhere to all safety instructions, participate in risk assessments, incident investigations, safety training, return to work programs, and workplace evaluations as specified
  • Training – Ensure abiding by risk management and Safe Work Method Statements or appropriate procedures.  Participate in emergency response rehearsals and reviews when conducted. Actively participating in any other safety activities prescribed by LINK
  • Safe Work Methods – Ensure sufficient resources are available to you to accomplish WHS program objectives
  • Injury Management – Manage workplace injuries in accordance with the Return to Work policy, procedure and workplace instruction. Ensure documentation compliance as prescribed by LINK WHS management system




  • Empathy with the needs and challenges of the Aged, Disabled, Culturally and Linguistically Diverse, and Disadvantaged demographic
  • Empathy with the vision, mission and guiding principles of LINK
  • Ability to maintain productive relationships across diverse stakeholder groups
  • Constructive, collaborative, professional and positive behaviour working both individually and as part of a team
  • Sound time management, prioritization, multi-tasking and planning skills
  • High attention to detail and accuracy; not prone to distraction


  • Intermediate level computer skills utilizing contemporary Microsoft software in Word, Excel and Outlook.
  • Experience using software for logistics, inventory management, customer contact or other relevant activities would be advantageous.
  • Sound metropolitan geographical awareness
  • Good analytical and problem solving skills
  • Good written and verbal communication
  • Good general mathematical skills
  • Good general knowledge of motor vehicle care
  • Good knowledge/experience interacting with and supporting aged, disability, and CALD cohorts


  • No minimum threshold though tertiary level qualifications or relevant industry experience could be advantageous


  • Demonstrated social awareness and life skills
  • Previous logistics experience could be advantageous
  • Previous customer service or aged/disability industry experience could be advantageous

Standing Requirements

  • Valid and current Driver Licence
  • Satisfactory Criminal History Check
  • Working with Children Check


Contract of Employment – Level 2 SCHADS Award



1.0 FTE – 76 hours per fortnight

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