Contact Centre Officer (Prioritised)

Department of Justice and Community Safety VIC; Melbourne; Sur place; AUD 81 000 - 99 000; Plein temps

Résumé du poste

Department of Justice and Community Safety VIC in Melbourne is seeking a contact centre officer to 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 with cultural safety at the core.

You will engage via the Marra Yattakunar Pathway and general FAS helpline, delivering accurate information while showing empathy and trauma-informed care.

Qualifications

• Strong knowledge of Aboriginal communities, Victorian Aboriginal culture, history and current issues.
• Ability to communicate sensitively and respectfully with Aboriginal people and diverse backgrounds.
• Experience supporting people affected by trauma, family violence or sexual assault, with understanding of their needs.

Responsabilités

• 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 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.

Connaissances

Aboriginal communities knowledge

Empathy & communication

Trauma-informed approach

Cultural safety

Formation

Community services / social work background (desirable)

Description du poste

Department of Justice and Community Safety VIC - Melbourne VIC

• 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). 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 ***************@justice.vic.gov.au.

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.