Contact Centre Officer (Prioritised)

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

Job summary

Department of Justice and Community Safety, Victoria is seeking a contact centre officer to support Aboriginal victims of crime through the Financial Assistance Scheme (FAS). You will be the first point of contact, providing culturally safe information and referrals.

You will respond with care and empathy, recognize signs of family violence, and follow service procedures to ensure victims feel heard and supported on their journey. This is a full-time role in Melbourne.

Qualifications

• Strong knowledge of Aboriginal communities, including Victorian culture, history and current issues.
• Ability to communicate sensitively with Aboriginal people and diverse backgrounds.
• Experience supporting people affected by trauma, family violence or sexual assault.
• Genuine commitment to cultural safety and self‑determination; able to build trust and manage difficult conversations.

Responsibilities

• Answer calls for the Financial Assistance Scheme (FAS).
• Provide clear information about financial assistance, entitlements and support services.
• Respond to victims with care, empathy and cultural awareness.
• Recognise signs of family violence and help access support and referrals.
• Follow legal requirements and service procedures while improving culturally safe and victim‑focused services.

Skills

Cultural awareness

Empathy

Communication with diverse groups

Trauma-informed support

Education

Community services background

Job description

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-time role 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).

• 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

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

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

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.