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Incident Response Coordinator

Employer: Hireup
Work Type/s: Full Time
Classification/s: Administration, Disability Services, Operations & Risk Management
Sector/s: Business/Private Sector, Social Enterprise
Location: Sydney

Job posted on: 30 April, 2019.
Applications close: No Deadline – please apply as soon as possible


Founded in early 2015 and based in Sydney, Hireup is a trusted online platform and community for people with disability and their families to find, hire and manage support workers that fit their needs and share their interests. Whether it’s support for getting to work, playing chess or taking the scenic route, Hireup gives people the tools they need to live the most flexible, seamless and supported life possible. With over 45,000 registered users in communities all across Australia, Hireup is a national network of local supports. As a purpose-led organisation, we promote a culture defined by its humanity, curiosity and creativity, and allow this to infuse our services, product and people.

The Hireup team is focused on delivering a quality experience for our users, at the heart of which is our Service team. Comprised of our Community Support, Trust and Safety and Incident Response teams, the Service team is responsible for the wellbeing and satisfaction of our users. As frontline staff, our Service team listens with intent and responds with integrity in its efforts to ensure our users feel heard, supported and satisfied.

Our Incident Response Coordinator ensures that all reported incidents are correctly investigated, and followed-up in a fair and timely manner, holding our communities best interests at their core. The Incident Response Coordinator is also excellent at listening to feedback and documenting all incidents to ensure the relevant reporting is effectively managed and our Trust and Safety measures can be continuously informed by our users.

The big picture

  • Join one of Australia's fastest growing tech companies - winner of the 2018 Impact Challenge and 2017 Deloitte Tech Fast 50
  • Join a tight-knit, fast-paced team
  • Grow our user base through vetting new support workers
  • Visibility over the impact that Hireup has in the community

Priorities – the work

  • Work with clients and support workers to build strong and effective relationships
  • Take the lead on investigating incidents from all angles, working with users to resolve them in a fair and timely manner.
  • Comprehensively documenting investigations through written reports
  • Work with the Support and Trust and Safety team to develop scalable incident prevention and management processes
  • Work with the Support and Trust and Safety team to build user feedback and complaints management responses
  • Work with the Support and Engagement Teams to educate our community on safe practices.
  • Monitoring our user profiles, to ensure the platform is being used appropriately

Skills – the person

  • Experience required in a background of advocacy, crisis management, or customer service experience in risk management or related Trust and Safety field
  • Experience in the Disability Sector
  • Passion for supporting users through issues and incidents
  • Solid judgement and a strong moral compass
  • Ability to think empathetically and critically to resolve issues
  • Strong negotiation and conflict resolution skills
  • Ability to adapt to any situation by personalising responses and educating our community while remaining level headed in tough situations
  • The drive to deliver positive outcomes for our community
  • Attention to detail, high due diligence and confidentiality when resolving an issue or incident
  • Ability to multi-task, organise and work with rapidly changing priorities.
  • Ability to self-start and self-direct is essential
  • Innovative and passionate about continued process improvement
  • Proactive, open minded and willing to learn and grow with the business

A full position description is available below.

How to apply for this job

This job ad has now expired, and applications are no longer being accepted.