Client Services Support Worker

Safe Steps Family Violence Response Centre; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

Safe Steps Family Violence Response Centre is seeking a Client Services Support Worker to liaise between crisis teams, accommodation and transport services, and to organize documentation and purchases for clients. This role also provides administrative support to the Intake & Assessment teams and ensures accurate data entry and reporting.

Key duties include coordinating accommodation changes, processing invoices, and maintaining strong partnerships with service providers while upholding Safe

Qualifications

• Experience in service-based/client support.
• Ability to work in challenging environments within deadlines.
• Strong written and spoken communication with diverse groups.

Responsibilities

• Book safe accommodation and other support services for clients in collaboration with frontline staff.
• Provide administrative support to Intake & Assessment and Brief Intervention teams.
• Distribute and monitor material aid, manage documentation and data entry.
• Process invoices and maintain financial records per procedures.
• Build partnerships with accommodation providers and stakeholders.
• Respond to crises calmly and support positive outcomes for clients.

Skills

Customer service

Administrative support

Documentation

Data entry

Education

Administration & social services

Tools

Microsoft Excel

SHIP system

Job description

Safe Steps is the only 24/7, family violence response centre in Victoria, providing a “state-wide entry point” for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat, and access to supported crisis accommodation.

Our vision is safety, support and respect for all victim-survivors of domestic and family violence.

Our practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.

THE ROLE

The Client Services Support Worker will provide service based support by liaising between the Crisis teams, accommodation and transport businesses and organising related documentation, services, actions and purchases including material needs for clients as well as providing administrative support to the Intake & Assessment team.

ROSTER

Friday: 2pm – 10pm

Saturday: 2pm – 10pm

Sunday: 2pm– 10pm

RESPONSIBILITIES

Service based support

• Book safe accommodation and other support services for clients in collaboration with frontline staff.
• Provide support with accommodation-related issues, including but not limited to room changes, meal or voucher concerns, safety concerns, and complaints from or regarding accommodation providers.
• Coordinate and support accommodation changes, including the transportation of essential items to emergency accommodation.
• Provide administrative and operational support to the Intake & Assessment and Brief Intervention teams.
• Distribute and monitor Safe Steps material aid, including but not limited to welcome packs, donations, safe phones, transport passes, and shopping vouchers.
• Ensure the accuracy of documentation, booking records, SHIP data, and administrative processes to support reporting and funding requirements.
• Prepare booking documentation and complete data entry and system updates.
• Process invoices and maintain accurate financial records in accordance with organizational procedures.
• Establish and maintain strong partnerships with accommodation providers through effective engagement, onboarding, training, and ongoing support.
• Develop and maintain positive relationships with key stakeholders, suppliers, and accommodation providers, ensuring victim-survivor needs remain central to all decision-making.
• Respond effectively to crisis situations by maintaining composure, exercising sound judgement, and adapting to changing priorities while supporting positive outcomes for victim-survivors.
• Work effectively in a fast-paced and dynamic environment, managing competing priorities while maintaining accuracy and productivity across multiple software applications, databases, and online platforms, including Microsoft Excel, Microsoft Teams, and SHIP.

Other

• Perform other duties consistent with the position where required and/or requested by management from time to time.
• Promote and uphold Safe Steps' values of integrity, diversity, and empowerment.
• Implement strategies to ensure a welcoming and safe environment for all clients and staff, including those from the LGBTIQ+ community, CALD, Aboriginal and Torres Strait Islander and people with disabilities
• Engage in continuous quality improvement (CQI) to enhance service delivery and governance, ensuring inclusivity and equity.
• Collaborate with services to provide comprehensive support for the LGBTIQ+, CALD, Aboriginal and Torres Strait Islander and Disabilities Communities. Complete mandatory and other training as required
• Complete mandatory and other training as required.

Adhere to all organisational policies and procedures, including all workplace health and safety measures.

ESSENTIAL SELECTION CRITERIA

• Demonstrated experience in a similar role including serviced based/client support and administrative support
• Demonstrated ability to work in a challenging and demanding environment, including working within agreed timeline parameters and maintaining boundaries
• Well-developed oral and written communication skills including ability to communicate effectively with a diverse range of cultural and social groups
• Capacity for self-motivation, ability to cope with changing work functions with a ‘can-do’ attitude
• Ability to maintain accurate and confidential records and reports
• Ability to lift and carry medium weight articles
• Willingness to commit to the living expression of safe steps values; courageous, feminist, empowering, ethical respectful, collaborative, reflective.
• Experience in promoting diversity, inclusion, and equity within an organisation.
• Understanding of the unique challenges faced by priority groups including the LGBTIQ+ community and strategies to address them.
• Willingness to commit to the living expression of Safe Steps values; Integrity, Diversity and Empowerment.
• A current Working With Children Check
• Willingness to undergo a National Police Check
• Qualifications in administration and community/social services
• Understanding of specialist family violence sector in Victoria
• Understanding of feminist theory and contemporary family violence practice including the gendered nature of violence, social justice principles, crisis intervention and working with traum

WHY JOIN US?

Be part of Victoria’s only 24/7 statewide family violence response centre

Make a meaningful impact supporting victim‑survivors through crisis and early recovery

Supportive supervision, reflective practice, and continuous training

Inclusive, values‑driven workplace committed to staff wellbeing

SCHADS Award Level 4 remuneration with generous salary packaging.

Safe Steps is an organisation committed to an inclusive and accessible workplace for all. We strongly encourage applications from Aboriginal and Torres Strait Islanders, people with disabilities, those from diverse cultural, linguistic, and religious backgrounds, all ages, LGBTQIA+ people, and those with a diversity of experiences.

Women and children living free from violence

Our aim:

Be the voice for the prevention and elimination of violence against women and children by providing a state-wide immediate response that informs, protects and connects women and children so they are safe

Build the voice of women and children to influence research, policy, service provision and the wider community to eliminate violence

Our focus:

The primary focus is on women and children experiencing family violence

Work with all who want to eliminate violence against women and children

Our values:

Our values underpin the way we deliver services and engage with those who access support. The core values of safe steps Family Violence Response Centre are:

Non-violent

Empowering

Feminist*

Ethical and respectful

Authoritative and evidence based

*Feminism is the advocacy of women’s rights on the grounds of political, social and economic equality with men

Source: This is an extract from the company's own website.

Our vision:

Women and children living free from violence

Our aim:

Be the voice for the prevention and elimination of violence against women and children by providing a state‑wide immediate response that informs, protects and connects women and children so they are safe

Build the voice of women and children to influence research, policy, service provision and the wider community to eliminate violence

Our focus:

The primary focus is on women and children experiencing family violence

Work with all who want to eliminate violence against women and children

Our values:

Our values underpin the way we deliver services and engage with those who access support. The core values of safe steps Family Violence Response Centre are:

Non-violent

Empowering

Feminist*

Ethical and respectful

Authoritative and evidence based

*Feminism is the advocacy of women’s rights on the grounds of political, social and economic equality with men

Source: This is an extract from the company's own website.

Researching careers? Find all the information and tips you need on career advice.