Highlights

• Australian and New Zealand National Council for fire and emergency services in East Melbourne
• Ongoing Full-Time
• Flexible working environment, supporting a hybrid WFH/Office balance
• Competitive remuneration including salary packaging options
• Contribute to Australia and New Zealand’s fire and emergency services sector

About AFAC

AFAC is Australia and New Zealand’s Council for Fire and Emergency Services and represents 34-member organisations who are totalling 295,000 firefighters and emergency workers.

AFAC seeks to amplify the collective capability and capacity of emergency management organisations. Through connection, collaboration, and innovation, they support members to advance the safety and resilience of communities.

AFAC has several business units that facilitate a broad range of activities on behalf of its members. These include professional services, aircraft contract management, cross border deployment of emergency services personnel and other nationally significant activities such as management of the national conference and National Emergency Services Memorial.

About the role – Member Engagement and Support Officer

The Member Engagement and Support Officer provide administrative, operational and coordination support to AFAC’s Collaboration and Member Engagement function. This role plays a key part in ensuring AFAC members receive timely, accurate and high‑quality service across membership processes, enquiries, systems and member‑facing activities.

Working closely with internal stakeholders and AFAC members, the role supports day‑to‑day member services, coordination of engagement activities, reporting and systems administration. The position also contributes to approved projects, collaboration groups and broader Directorate activities, ensuring service delivery is consistent with established processes and AFAC’s collaboration model.

This position reports to the Executive Director, People, Strategy and Performance and works collaboratively across AFAC Directorates to support effective member engagement and organisational outcomes.

As our Member Engagement and Support Officer you will also:

• Coordinate and support day‑to‑day member services activities, including enquiry and inbox management, member records and member‑facing platforms.
• Maintain effective working relationships with AFAC members and internal stakeholders to support a consistent and high standard of service delivery.
• Provide administrative, coordination and secretariat support to member engagement activities, steering committees, forums, working groups and approved projects.
• Maintain and update member information within CRM and related systems in accordance with established processes.
• Support system enhancements by participating in testing, training and implementation activities relating to CRM and website integrations.
• Collate, analyse and report on membership and engagement data, identifying trends, issues and opportunities for service improvement.
• Contribute to regular reporting to the Executive Director and relevant governance forums as required.
• Assist with the development of communication materials and the maintenance of member‑facing information.
• Work collaboratively across AFAC Directorates and with external stakeholders to deliver member‑focused outcomes.

About you

• Demonstrated experience in an administrative, coordination or member/customer support role.
• Well‑developed written and verbal communication skills, with the ability to prepare correspondence, reports and briefing materials.
• Strong attention to detail with a commitment to accurate and timely service delivery.
• High level proficiency in Microsoft Office and confidence working with CRM systems and digital platforms.
• Proven ability to work both autonomously and collaboratively in a team environment.
• Demonstrated experience working with collaborative online tools (e.g. SharePoint, Microsoft Teams, Zoom).
• Strong organisational, time management and prioritisation skills, with the ability to manage competing deadlines.
• A proactive, flexible and resilient approach, with a positive “can‑do” attitude and strong work ethic.
• Ability to engage stakeholders professionally and represent AFAC positively.

The culture at AFAC

AFAC is a vibrant, active and flexible workplace. AFAC is a not-for-profit organisation based on an all-inclusive collaboration model and office values of respect, communication, results and teamwork.

At AFAC, we are committed to fostering an inclusive culture, valuing diversity and ensuring a safe and respectful workplace.

How to apply

The position description and key selection criteria can be found below. Please apply online and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.

Applications close 30th April 2026 however we will review applications as we receive them so if this position is of interest to you, apply today!