Manager Resolution Support

CFA is an emergency service that places the community at the centre of everything we do. We work to protect lives and property across Victoria, every hour of the day.

Our organisation is made up of employees working alongside more than 51,000 volunteers. We value the different skills, experience and viewpoints that people bring, because they strengthen how we operate and support the services Victorians rely on.

We aim to be a workplace where people feel supported to do meaningful work, develop professionally and contribute to outcomes that matter to the people and places we serve.

To learn more about who we are and the work we do, visit our About Us page.

About the Role

This is an opportunity for an emotionally intelligent and highly credible leader who is comfortable navigating complex and sensitive people matters. You will be collaborative and relationship focussed with the ability to build trust, influence stakeholders at all levels and remain calm and objective in challenging situations.

The Manager Resolution Support will be instrumental in shaping CFA's approach to resolving a range of complex people-related matters and supporting CFA's volunteer discipline process.

This role will drive best practice approaches to CFA's conflict resolution practices, people management, case governance, behavioural standards education, trauma informed practices and complaint handling pathways at a statewide level.

You will lead a specialist team of Resolution Support business Partners that promote a respectful, inclusive and high-performing workplace environment including coaching and strategic direction and an ability to influence a range of diverse stakeholders.

Working closely with leaders across the organisation, the Manager Resolution Support fosters a positive resolution culture that supports consistency and quality across complex matters and strengthens organisational capability through proactive early intervention and stakeholder collaboration.

About you

• Extensive experience in leading a people management and HR consultancy function including complaints management, conflict resolution, investigations oversight and people related issue resolution in a complex and dynamic organisation.
• Capability to lead, coach and develop HR/ER/Resolution Specialist professionals, preferably in complex or sensitive environments.
• Experience managing workloads, prioritising competing demands and contributing to the coordination of team or functional operations within a service delivery environment.
• Strong capability in governance, risk management, quality assurance and analytical review of case data to inform decision making and continuous improvement.
• Highly developed interpersonal, negotiation and influencing skills, including experience coaching managers through conflict and behavioural issues and supporting a trauma informed practice
• Ability to work effectively with volunteer based or community-based organisations or similar diverse cohorts.
• Excellent written and verbal communication skills, including the ability to prepare executive papers, briefs, reports and facilitate sessions.
• Tertiary qualifications in HR, IR/ER, law, organisational psychology or a related discipline will be highly regarded.

Why choose CFA

• Meaningful Purpose: Your contribution truly makes a difference
• Work-Life Balance: Paid parental leave, generous leave provisions
• Flexibility: Hybrid work options with flexible work arrangements
• Discounts: Emergency Memberlink discounts on various services
• Wellbeing Focus: Health Ready programs, flu vaccinations
• Member Assistance Program: Access support across 8 service pathways

Your Application

Click the ‘Apply' button to access our online application portal. You will be prompted to provide your personal and contact details and to respond to employment-related questions. When applying for a position with CFA, please include a cover letter (no more than 2 pages) and resume that clearly demonstrate your qualifications, experience and the key attributes and skills relevant to the role.

Pre-employment Checks

Offers of employment will only be made to candidates who are able to successfully complete a Nationally Coordinated Criminal History Check, Working Rights Check and hold a valid Working with Children Check.  You will also be required to provide at least two professional references.

Applications close: 11:59pm 1 September 2026.

What to expect from our recruitment process

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves.  First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email [email protected]

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014. You can view our Privacy Statement here. For access and correction of the information we have collected, contact [email protected]