Contact Centre Officer (Prioritised)

Department Of Justice And Community Safety; Melbourne; On-site; AUD 81,000 - 99,000; Full time

Job summary

The Department of Justice and Community Safety in Victoria is seeking a contact centre officer to support victims of crime through the Financial Assistance Scheme (FAS). You will answer calls, provide clear information on entitlements, and respond with care and cultural awareness.

This is an ongoing, full-time role with a salary range of AU$81,496–AU$98,955 per year, plus super. Aboriginal and Torres Strait Islander people are strongly encouraged to apply and adjustments to the recruitment

Qualifications

• A qualification or experience in community services, social work, criminology, psychology, victim services or family violence is desirable.
• You do not need a specific qualification to apply.
• Strong knowledge of Aboriginal communities, including Victorian culture and current issues.

Responsibilities

• As a contact centre officer, you will support victims of crime through the Financial Assistance Scheme (FAS).
• You will answer calls and provide clear information about financial assistance, entitlements and support services.
• Respond to victims with care, empathy and cultural awareness, including those affected by trauma.
• Recognise signs of family violence and help people access appropriate support and referrals.
• Follow legal requirements and service procedures while improving culturally safe and victim-focused services.

Skills

Aboriginal communities knowledge

Cultural sensitivity

Trauma-informed approach

Trust-building

Empathy & communication

Education

Qualified in community services or related field

Job description

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don’t hesitate to get in touch with the contact person listed on this ad.

For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?

• Use your knowledge of Aboriginal communities to support victims of crime.
• Be a trusted first point of contact for people seeking help.
• Provide culturally safe support through a major new Victorian service.
• Help Aboriginal victims feel heard, respected and supported on their journey.
• Ongoing, full-timerole earning$81,496 - $98,955 per year, plus super.

What you will do

As a contact centre officer, you will support victims of crime through the Financial Assistance Scheme (FAS). You will answer calls, provide clear advice and help people access the support they need.

You will:

• answer calls through the Marra Yattakunar Pathway and the general FAS helpline
• provide clear and accurate information about financial assistance, entitlements and support services
• respond to victims with care, empathy and cultural awareness, including people affected by trauma
• recognise signs of family violence and help people access appropriate support and referrals
• follow legal requirements and service procedures while helping improve culturally safe and victim-focused services.

About you

A qualification or experience in community services, social work, criminology, psychology, victim services or family violence is desirable. You do not need a specific qualification to apply.

You should also have:

• strong knowledge of Aboriginal communities, including Victorian Aboriginal culture, history and current issues
• the ability to communicate sensitively and respectfully with Aboriginal people and people from diverse backgrounds
• experience supporting people affected by trauma, family violence or sexual assault, with a strong understanding of their needs
• a genuine commitment to cultural safety and self-determination, with the ability to build trust and manage difficult conversations.

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 [emailprotected]

Aboriginal and/or Torres Strait Islander (Aboriginal) people are strongly encouraged to apply.

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.

The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.