For anyone looking to establish themselves in a thriving public sector dispatch role that offers meaningful impact and the potential for career growth in emergency management, the NSW Rural Fire Service (RFS) presents two compelling opportunities: the Operational Communications Officer and the Senior Operational Communications Officer.
Both roles place you at the heart of emergency response coordination, supporting communities across the state. By joining the RFS, you could find yourself immersed in call receipt and dispatch operations that protect people, property, and the natural environment from fire-related incidents, motor vehicle accidents, and more.
This article explores these roles and guides you through the application process, focusing on the capabilities you need to stand out in a competitive field.
About the NSW Rural Fire Service
The NSW Rural Fire Service (RFS) is dedicated to safeguarding communities and the environment by minimising the impact of fires and other emergencies. Its shared vision is to provide a world-class, volunteer-based community fire and emergency service.
For over a century, the RFS has shaped the history and landscape of NSW, earning recognition as the largest volunteer fire service in the world. While fighting fires is the most visible element of its work, the RFS also leads bush fire management and mitigation efforts, working closely with other agencies to protect life, property, and the environment. From structure fires and motor vehicle accidents to storms, the RFS responds to a broad range of emergencies within rural fire districts.
Although most members of the RFS are volunteers, many staff begin their journey in volunteer roles before transitioning to paid positions. This is a rare opportunity to join the RFS ranks in a paid capacity, offering the chance to make a vital difference as part of a highly respected and competitive organisation. Now, let’s explore how you can stand out in this process and secure your place with the RFS.
About the Operational Communications Officer role
The NSW RFS is offering ongoing full-time roles based in Sydney’s Greater West, at Sydney Olympic Park. Both the Operational Communications Officer and the Senior Operational Communications Officer positions involve rostered shift work in emergency services, including nights, weekends, and public holidays.
The Operational Communications Officer base salary ranges from $73,522 to $79,931, while the Senior Operational Communications Officer offers a higher salary range of $82,193 to $90,001.
Both roles come with superannuation contributions, shift penalty allowances, and other benefits that reflect the responsibility and intensity of the work.
As an Operational Communications Officer, you work within the Operational Communications Centre (OCC), a 24/7 hub that provides emergency communications support to Rural Fire Districts across NSW. You may find yourself receiving routine and urgent calls, interpreting requests for assistance, and dispatching appropriate RFS resources. The environment is dynamic and requires a calm, focused presence. Emergency communications is about more than just answering calls; it involves steady teamwork, accurate data entry, and quick decision-making.
The RFS is a highly respected emergency service organisation, dedicated to protecting communities from bush fires and a range of other hazards. The OCC is central to this mission—contributing to the safe and effective management of fire-related incidents, responding to calls for help, and maintaining communication links between those on the ground and the command centre. The work demands a strong sense of responsibility, adaptability, and an unwavering focus on public safety.
| Position Title | Operational Communications Officer |
| Organisation/Entity | NSW Rural Fire Service |
| Job Location | Sydney – Greater West |
| Work Type | Ongoing (with talent pool recruitment), Full-Time |
| Base Pay | $73,522 – $79,931 p.a. plus allowances |
| Closing Date | 19 December 2024 |
| Position Title | Senior Operational Communications Officer |
| Organisation/Entity | NSW Rural Fire Service |
| Job Location | Sydney – Greater West |
| Work Type | Ongoing (with talent pool recruitment), Full-Time |
| Base Pay | $82,193 – $90,001 p.a. plus allowances |
| Closing Date | 19 December 2024 |
Challenges for an Operational Communications Officer
The OCC environment is high-pressure by design. Incidents can unfold rapidly, requiring you to remain composed under stress. Accuracy is paramount—whether you are pinpointing a location for fire response units or prioritising multiple calls.
For the Senior Operational Communications Officer, these challenges are magnified by the need to mentor and oversee a team of Operational Communications Officers. Both roles require keen attention to detail, resilience, and the capacity to adapt to shifting priorities during large-scale or complex incidents.
Need help with a different role?
Get a free expert application guide and sample cover letter for any NSW Government vacancy — a must to avoid wasting time with a bad application.
Reasons to Apply for the role of Operational Communications Officer
These roles present an excellent opportunity to join the NSW Rural Fire Service, gain valuable experience, and receive a competitive salary. With multiple roles available, including casual and ongoing positions, you have the flexibility to find the arrangement that best suits your lifestyle and career goals.
The Operational Communications Officer position is a strong entry point into the RFS. It provides a solid foundation of skills and insights into statewide operations. With time and dedication, you could advance to the Senior Operational Communications Officer role, which offers higher pay, greater leadership responsibilities, and the satisfaction of guiding and shaping team performance. Along the way, you will gain a deeper understanding of the NSW RFS, work at the state headquarters, and build meaningful professional relationships—assets that support broader career development.
If you appreciate having regular breaks between shifts, these roles may suit you well. The roster operates on a 24/7 basis, typically involving 12-hour shifts (day or night) followed by four or five days off, allowing for a healthy balance between work and personal time.
Additional benefits enhance the appeal of these positions. As a staff member, you will receive an operational uniform, generous leave entitlements (including four weeks of annual leave), and free access to the Member Assistance Program (MAP) for yourself and your immediate family. You can also take advantage of salary packaging options, ongoing learning and professional development opportunities (through the RFS’s status as a Registered Training Organisation), and access to the Fitness Passport program, which enables you and your family to enjoy more than 845 gyms and pools.
A talent pool is also being established for both the Operational Communications Officer and Senior Operational Communications Officer positions. By applying now, you’re not just competing for the roles currently on offer—you’re also positioning yourself for future opportunities over the next 18 months. It’s a strategic, one-application approach that increases your chances of securing a place within this dynamic and respected organisation.
Application Requirements to Work in the RFS OCC
Application Process
Applying for these roles involves submitting a cover letter and a resume in PDF format, detailing how you meet the essential requirements. In both roles, you should address how your communication skills, ability to stay calm, and relevant experience make you suitable for work in a public sector emergency environment.
If you want to be considered for the Senior Operational Communications Officer position, you will also need to respond to two targeted questions:
Targeted Question 1: Describe a situation where you had to maintain focus and composure under significant pressure. What steps did you take to manage your emotions and complete the task?
Targeted Question 2: Please share an example of a time when miscommunication caused an issue in your work. How did you resolve it?
These targeted questions allow you to demonstrate your reasoning, problem-solving, and composure under stress—key capabilities in emergency communications. Make sure to review the role descriptions, understand the NSW Capability Framework, and tailor your application to the specific requirements. Even if you are new to the NSW Public Sector, focus on clear, factual examples that highlight your relevant skills.
There are no target questions if you are applying for the ongoing or casual Operational Communications Officer positions.
Essential Role Requirements
Below are the essential requirements for both the Senior Operational Communications Officer and Operational Communications Officer positions. This quick reference table helps you compare and understand what’s needed for each role:
Essential Requirements Comparison
| Requirement | Senior Operational Communications Officer | Operational Communications Officer |
|---|---|---|
| Relevant Certification | Certificate III in a relevant discipline (e.g. Public Safety, Emergency Management) or equivalent expertise | Certificate II in a relevant discipline (e.g. Public Safety, Emergency Management) or equivalent expertise |
| Additional RFS Certifications | Current RFS BF and ICS certification or equivalent | Not specified |
| Keyboard Skills | 35 words per minute with 98% accuracy | 35 words per minute with 92% accuracy |
| 12-Hour Rotating Roster | Ability to work on a 12-hour rotating roster system (including day and night shifts) | |
| Driver Licence | A current Driver Licence with willingness and ability to travel | |
| Support During Major Fire Activity | May be required to support operational management activities consistent with skills and background | |
How to Demonstrate the Essential Requirements
When applying for these roles, your goal is to show how your qualifications, skills, and experiences meet or exceed the essential criteria. The following guidance will help you align your background with the position’s needs:
Relevant Qualifications:
For the Operational Communications Officer role, a Certificate II or higher in a related discipline (e.g., Public Safety or Emergency Management) validates your ability to follow established processes and perform routine tasks. If you hold a Certificate II or above, reference it directly in your application. If you do not have the formal qualification but possess equivalent experience—such as working in a structured, process-driven environment—outline those responsibilities to demonstrate a comparable level of competence. Ensure you also show a basic understanding of emergency management principles, as these are central to the role.
For the Senior Operational Communications Officer, a Certificate III or equivalent experience indicates that you can apply a broader range of knowledge and skills in varied, sometimes complex, contexts. This level suggests capability in undertaking more skilled work, as well as a readiness for leadership responsibilities. If you have a Certificate III or higher, highlight it clearly. Otherwise, point to substantial workplace experience, particularly in roles where you managed people, guided teams, or oversaw critical tasks. Emphasise your communication, decision-making, and problem-solving abilities, as these qualities are central to a more senior role.
RFS-Specific Qualifications (Senior Role Only):
The senior position requires specific NSW RFS certifications, including Bush Firefighter and Introduction to Incident Control Systems (ICS). If you are external to the RFS, demonstrate your awareness of RFS operations and the fundamentals of incident management. Explain how your background in emergency response, crisis coordination, or structured team environments aligns with the RFS’s approach to managing bush fires. For ICS, show an appreciation of how incident control principles ensure effective coordination during emergencies. Resources like the TAFE NSW course on the Australasian Inter-Service Incident Management System (AIIMS) at <a href=”https://www.tafensw.edu.au/course-areas/building-and-construction-trades/courses/course-in-the-australasian-inter-service-incident-management-system-aiims–22612VIC-01″>this link</a> can be a valuable reference point.
Other Essential Requirements:
Some requirements, such as working 12-hour rotating shifts, holding a current Driver Licence, and supporting operational management during major fire activity, can be addressed in your cover letter or resume. Clearly state your willingness and ability to meet these demands. For instance, you might note your experience handling variable shift patterns in previous roles, confirm you hold a valid Driver Licence, or describe how you’ve supported team operations under challenging circumstances.
By thoughtfully connecting your qualifications, experience, and willingness to meet all stated requirements, you’ll strengthen your application and present yourself as a capable, well-prepared candidate.
Need help with a different role?
Get a free expert application guide and sample cover letter for any NSW Government vacancy — a must to avoid wasting time with a bad application.
Application Checklist
Before submitting your application, ensure that all necessary documents and details are in order. The following checklist helps you track your progress.
| Application Checklist Item | Completed? |
| Reviewed the relevant role description(s) | |
| Addressed essential requirements | |
| Prepared cover letter and resume (PDF) | |
| If applying for Senior role: Completed targeted questions | |
| Included referees and their contact details |
Understanding and Addressing Focus Capabilities
The NSW Capability Framework (visit here) sets out the core capabilities expected of public sector employees. Review the role description to identify the focus capabilities and incorporate them into your cover letter, addressing how your experience meets these standards. For example, if “communicate effectively” is a focus capability, outline how you have successfully conveyed complex information under pressure. Adjust your CV to highlight these capabilities, ensuring it aligns with the expectations of the role.
Candidate Profile
Meet Hank: A Candidate Profile
Hank is a warehouse supervisor with over five years of experience in logistics and operations, as well as a dedicated volunteer with the NSW Rural Fire Service (RFS) for the past three years. In his current role, Hank manages a fast-paced environment where deadlines are tight, and priorities often shift without notice. His ability to maintain calm under pressure, coordinate resources effectively, and ensure smooth communication between teams has earned him a reputation as a reliable leader.
Hank’s volunteer work with the RFS has deepened his understanding of emergency response operations. From assisting with bushfire management to supporting community safety initiatives, Hank has developed firsthand knowledge of RFS processes and protocols. This combination of professional and volunteer experience positions him uniquely for the Operational Communications Officer role. His familiarity with emergency scenarios, paired with his operational expertise, makes him well-suited to handle the demands of emergency communications.
Hank sees the Operational Communications Officer position as a natural next step in his career, allowing him to integrate his logistics background with his passion for emergency services. Over time, he aspires to grow within the RFS and transition into the Senior Operational Communications Officer role. With his strong leadership qualities, hands-on RFS experience, and commitment to professional development, Hank would thrive as a mentor to new team members, oversee critical operations, and contribute to the efficiency of the communications centre. For Hank, this role is not just a job—it’s an opportunity to make a meaningful impact while advancing his career in emergency management.
Example Cover Letter
Hiring Manager
NSW Rural Fire Service
Sydney Olympic Park
Dear Hiring Manager,
I am excited to apply for the Senior Operational Communications Officer position with the NSW Rural Fire Service. With over five years of experience as a warehouse supervisor and three years as a dedicated RFS volunteer, I bring a unique combination of operational expertise, leadership skills, and firsthand knowledge of emergency management. I am eager to contribute my abilities to this role, ensuring timely and effective communication to support critical operations across NSW.
In my current role, I manage logistics in a dynamic and high-pressure environment, where adaptability, accuracy, and communication are paramount. My volunteer experience with the RFS has given me a strong understanding of bushfire response, incident control systems, and the vital role effective communication plays during emergencies. This dual experience positions me to excel in managing the demands of the Senior Operational Communications Officer role.
Meeting the Essential Criteria
- Relevant Qualifications: While I do not hold a formal Certificate III, my combined experience in logistics and three years with the RFS demonstrate equivalent expertise. I have a solid foundation in incident response and coordination, including using RFS systems and protocols effectively.
- RFS BF and ICS Certifications: I hold current RFS BF and ICS certifications, gained through active volunteering. These have equipped me with a strong understanding of bushfire management and incident command principles.
- Keyboard Skills: My typing speed exceeds 35 words per minute with over 98% accuracy, verified through professional assessments and daily use in my supervisory role.
- Roster Commitment: I am experienced in working irregular hours and thrive in structured, rotating roster systems. I am fully prepared for the 12-hour shift requirements of this role.
- Driver Licence and Travel: I hold a current Driver Licence and have demonstrated flexibility and readiness to travel for both my professional and volunteer responsibilities.
- Support During Major Fire Activity: I have actively supported operational management during fire emergencies as an RFS volunteer, where I’ve worked in high-pressure environments requiring rapid decision-making and precise communication.
Target Question 1: Describe a situation where you had to maintain focus and composure under significant pressure. What steps did you take to manage your emotions and complete the task?
During a major bushfire event last summer, I volunteered with the NSW Rural Fire Service as part of a team responsible for property protection in a high-risk area. As the situation intensified, communications from the Incident Control Centre became intermittent, requiring us to make decisions and adapt to changing conditions without real-time updates.
I was responsible for coordinating resources for two separate crews, ensuring they had the necessary equipment and water supply to continue operations. The rapidly evolving risks demanded that I remain calm, prioritise tasks effectively, and keep the teams informed despite the lack of consistent directives.
To address this, I divided the work into immediate, actionable priorities and maintained regular check-ins with both crews via radio. I also worked with local coordinators to ensure our efforts aligned with the broader response strategy. To manage my emotions, I focused on clear communication and logical steps, which helped reduce stress for both myself and the teams.
As a result, both crews were able to complete their assignments safely, ensuring the protection of multiple properties in the area. My ability to stay composed under pressure and effectively manage the logistics of the operation was recognised by my team leader as a key factor in the mission’s success.
Target Question 2: Please share an example of a time when miscommunication caused an issue in your work. How did you resolve it?
While working as a warehouse supervisor, I encountered a situation where a supplier misinterpreted delivery instructions, resulting in a critical shipment being sent to the wrong location. This delay disrupted several urgent orders and risked damaging our relationship with key customers.
I immediately took action by contacting the supplier to clarify the issue and arrange for the shipment to be redirected to the correct location. I informed the affected customers of the updated timelines and offered solutions to minimise inconvenience. Internally, I reviewed our processes to identify the root cause of the miscommunication. I implemented a double-check system to ensure that all delivery instructions were verified before being sent to suppliers. Additionally, I held a team meeting to explain the updated procedures and reinforce the importance of clarity in communication.
The shipment was rerouted quickly, and customer satisfaction was maintained. The new protocols significantly reduced similar errors in subsequent deliveries. This experience highlighted the importance of addressing miscommunication promptly and implementing proactive measures to prevent it from recurring.
I am deeply committed to the mission of the NSW Rural Fire Service and confident that my experience, skills, and dedication align with the demands of the Senior Operational Communications Officer role. I am ready to bring my operational expertise, leadership ability, and passion for emergency management to your team.
Thank you for considering my application. I welcome the opportunity to discuss how my experience and skills can contribute to the success of the Operational Communications Centre.
Yours sincerely,
Hank
Need help with a different role?
Get a free expert application guide and sample cover letter for any NSW Government vacancy — a must to avoid wasting time with a bad application.
Explain the STAR Technique
The STAR technique—Situation, Task, Action, Result—is invaluable when applying for public sector roles.
By framing your experiences in this format, you paint a clear, logical picture for the selection panel, showing not just what you did, but why and how you did it. For instance, when describing how you managed a crisis in a call centre or resolved a communication breakdown, outlining the Situation helps the reader understand the context, explaining the Task clarifies the objective you needed to achieve, detailing your Actions shows what steps you took, and highlighting the Result proves the effectiveness of your approach.
In these emergency communication roles, employing STAR examples demonstrates your capacity to work under pressure and follow through with tangible outcomes.
Interview Preparation and Conclusion
Preparing for the Interview
For final interview success, it is wise to explore the NSW Public Service Commission’s capability application tool. This resource can offer deeper insights into how capabilities translate into practical interview responses. As you prepare, anticipate questions along the lines of:
- Describe a situation where you faced significant challenges at work. How did you stay calm and focused, and what steps did you take to work through the difficulties?
- Tell me about a time when you had to resolve a complex customer issue. How did you approach the situation, and how did you ensure the customer’s needs were met?
- Can you share an example of how you supported a colleague or team during a period of high workload? What specific actions did you take to help the team achieve its goals?
Expect a thorough evaluation of your composure, clarity, teamwork, and problem-solving skills. Be ready to demonstrate familiarity with the NSW Capability Framework and to elaborate on examples you shared in your written application. This approach ensures you show consistency, reliability, and readiness for the demands of the role.
Final Thoughts
Stepping into an Operational Communications Officer or Senior Operational Communications Officer position with the NSW RFS is not just about securing a job—it is about embracing a key role in public safety. Your work will help mobilise critical resources, assist communities in their time of need, and contribute to the overall resilience of the state. With thorough preparation, a clear understanding of the capability requirements, and a carefully crafted application, you can present yourself as an ideal candidate for these pivotal positions.
