We had a chance to chat with Matt recently, and he opened up about his unique career path, the day-to-day realities of his role, and what it truly means to work in the custody industry.
From Retail Manager to Custody Supervisor: A Bendigo Professional's Unique Career Path
What did you do before you started with G4S, and why did you apply?
Before joining G4S at Bendigo Custody Centre (BCC), I spent almost 10 years in supermarket and retail management, eventually leading a small team at a trailer yard in Bendigo. While I enjoyed aspects of that work, I was ready for a change, both in terms of the work environment and the scale of operations.
I was drawn to G4S because of its reputation as a global, well-established organisation. I was fortunate to be part of the initial induction training cohort for the new Bendigo Law Courts facility, which opened in February 2023. The custodial environment was a new role for me and I was eager to start that journey in a brand new facility.
Can you share a bit about what you do in your role as Custody Supervisor?
As a Custody Supervisor, I lead a team of 15 dedicated Custody Officers, and I prioritise their well-being and engagement - I regularly check in with each team member and hold regular 1-1 check ins to offer tailored support.
I’m also an incident controller, which means I'm also responsible for overseeing any incidents that may occur, ensuring the safety of both staff and people in custody. This involves directing staff on appropriate use of force, coordinating communication with relevant authorities, and authoring detailed incident reports.
I also play a crucial role in liaising with our client, compiling and submitting comprehensive monthly reports on all incidents and activities within the facility.
What do you enjoy about working at G4S?
The first thing that makes the work enjoyable is the positive relationships I've built with my colleagues and the team culture at BCC. Our team is defined by strong relationships, mutual support, and a positive attitude. We understand the demanding nature of our work and prioritise the well-being of our team members.
Secondly, the opportunities for professional development have been fantastic. I'm currently completing my Certificate IV in Training and Assessment, and I'm looking forward to leading the induction training for new recruits soon.
What are the most rewarding aspects of working in the Custodial industry? Conversely, what are some of the unique challenges in this role?
The most rewarding moments are when a person in custody thanks you and the other officers for being so good to them while in our custody. To take a person at one of their lowest points in their life and be compassionate to them no matter the reason they are in our custody is truly fulfilling.
The unique challenges in our industry are a direct reflection of what makes it rewarding. Even when faced with individuals in custody for despicable reasons who may treat us poorly, we strive to maintain our professionalism and treat them with respect, even if it makes for a challenging day.
What qualities or actions do you think are most important for success in this role, and what advice would you give to someone starting in the role?
My advice to someone new joining G4S in Bendigo would be to prioritise a positive attitude and open-mindedness. There's no single 'mold' for a successful custody officer; it's more about treating everyone with respect and understanding, even in challenging situations. Remember, the individuals you interact with may be going through some of the toughest moments in their lives, so your positive energy and empathy can make a real difference.