Contact Centre Officer

Department of Justice and Community Safety, Victoria; Melbourne; On-site; AUD 81,000 - 99,000; Full time

Job summary

The Department of Justice and Community Safety, Victoria, is seeking a Financial Assistance Scheme Contact Centre Officer on a fixed-term, full-time basis until 30 June 2028. In this role you will help victims access financial assistance with care and respect, answer phone and online enquiries, and provide clear information to move them forward with confidence.

You will follow legislation and victim charter obligations, support trauma-informed services, and work with technologies like Salesforce

Qualifications

• Experience providing empathetic and respectful support.
• Knowledge of family violence, trauma-informed practice and victim services.
• Experience using Salesforce or Genesys (case management systems).
• Strong judgement and clear communication; commitment to cultural safety and inclusion.

Responsibilities

• Provide clear advice about the financial assistance scheme.
• Respond to phone and written enquiries with confidentiality and sensitivity.
• Give accurate information about financial support and referral options.
• Follow legislation, procedures and victim charter obligations while recognising family violence indicators.
• Support culturally safe, trauma-informed services that put victims first.

Skills

empathy

respect

clear communication

cultural safety

Education

Experience in community services/related field desirable

Tools

Salesforce

Genesys

Job description

Key Responsibilities

• Help victims of crime access support when they need it most.
• Give clear advice that helps people move forward with confidence.
• Join a major reform that puts victims at the centre of financial assistance.
• Build a meaningful career while making a real difference every day.
• Fixed-term, full-time role until 30th June 2028, earning $81,496 - $98,955 per year, plus super.

What You Will Do

As financial assistance scheme contact centre officer, you will help victims of crime access financial assistance with care and respect.

You will answer phone and online enquiries, give clear information and support people through a simple process.

You Will

• provide clear advice about the financial assistance scheme
• respond to phone and written enquiries with a sensitive and confidential approach
• give accurate information about financial support and referral options
• follow legislation, procedures and victim charter obligations while recognising family violence indicators
• support culturally safe, trauma-informed services that put victims first.

About You

A qualification or experience in community services, social work, criminology, psychology, victim services or family violence is desirable. Experience supporting people affected by trauma is highly valued.

You Should Also Have

• experience supporting people with empathy and respect
• knowledge of family violence, sexual assault and trauma-informed practice
• experience using Salesforce, Genesys or a similar case management system
• strong judgement, clear communication and a commitment to cultural safety and inclusion.

To learn even more about this role, please read the position description. If you have any further questions, feel free to email Meagan Copeland at [e-mail].

Aboriginal and/or Torres Strait Islander (Aboriginal) people are strongly encouraged to apply. Learn more about our Aboriginal workforce strategy.

Important Information

Child safe statement of commitment

The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.