Service Delivery Support Officer

Queensland Corrective Services; Cairns Regional; On-site; AUD 65,000 - 90,000; Full time

Job summary

Queensland Corrective Services is seeking a Service Delivery Support Officer to manage scheduling and coordination of courses and prisoner services at the Correctional Centre. You will support classroom and educational facilities and maintain accurate records in IOMS or other systems.

The role requires establishing communication links with service providers, monitoring data for appropriate service allocation, and generating performance reports.

Qualifications

• Experience in scheduling and coordinating courses and prisoner services.
• Ability to establish clear communication processes among correctional centre, service providers and probation/parole services.
• Data monitoring and analysis to ensure appropriate service allocation.

Responsibilities

• Establish key communication processes between the correctional centre, service providers and probation/parole services.
• Monitor and analyse data to ensure prisoners are allocated to appropriate services.
• Provide reports on service delivery performance.
• Support release planning through relationships with QCS and providers.
• Guide contracted providers on service delivery needs.
• Identify gaps and advise on improvements to service delivery.
• Coordinate induction and training for providers and manage security checks.
• Maintain prisoner program wait lists and allocate programs.
• Notify prisoners of course/service allocations and respond to queries.

Skills

Scheduling

Communication

Data analysis

Reporting

Stakeholder liaison

Tools

Integrated Offender Management (IOMS)

Job description

In this role you will manage scheduling and coordination of all courses and prisoner services for the Correctional Centre including support services for classroom and other educational facilities.

In this role you will manage scheduling and coordination of all courses and prisoner services for the Correctional Centre including support services for classroom and other educational facilities.

The primary accountabilities of the Service Delivery Support Officer include:

• Establish key communication processes to coordinate links between the correctional centre, service providers and probation and parole services to ensure appropriate services and support are being provided
• Monitor and analyse data to ensure identification and allocation of prisoners to the appropriate services, both internal and external
• Collation and provision of data and reports on service delivery performance
• Establish effective working relationships between QCS and service providers to support the release planning process
• Provide guidance to contracted service providers in relation to identified service delivery needs
• Contribute to the ongoing review of the service delivery through monitoring the efficiency and relevance of service provision, identifying any gaps in service delivery and advising on improvements
• Liaise with service providers in relation to induction training, custodial awareness training, criminal history checks, security access to centre, room setup, and resource requirements
• Provide ongoing support and practical assistance to external and internal service providers
• Maintain waiting lists for programs and courses outside of those managed centrally, including programs and services for prisoners on remand and those with short sentences.
• Schedules and notifies prisoners of course/service allocation and responds to queries in relation to availability
• Allocation of prisoners to programs including making offers and recording outcomes
• Manage schedules and any scheduling tool for classrooms and other educational/program areas, including development of master schedule and setup information
• Maintains up to date and accurate records of program and service participation including in the Integrated Offender Management system (IOMS) and/or alternate systems as required
• Carry out administrative duties as requested
• Provide information technology support and undertake device security checks
• Ensure the security and confidentiality of QCS property and information

The role description provides the minimum requirements for the role. The incumbent may be required to undertake other duties as required outside of these primary accountabilities.

Job Ad Reference: QLD/705044/26

Closing Date: Friday, 6th November 2026

Occupational group

Administration