Outreach and Support Coordinator

Department of Government Services VIC; Melbourne; On-site; AUD 90,000 - 110,000; Full time

Job summary

The Department of Government Services VIC in Melbourne is seeking an Outreach and Support Coordinator to lead stakeholder engagement and community outreach across Victoria, improving access to Customer Care services.

You will work with government, not-for-profit, community and First Nations organisations, travel statewide, and support operational teams with service delivery initiatives, policy development and staff training to enhance customer experiences.

Qualifications

• Experience in community and stakeholder engagement.
• Willingness to travel around Victoria and beyond as required.
• Must have a valid driver licence.

Responsibilities

• Plan, coordinate and deliver stakeholder engagement and community outreach across Victoria.
• Establish, maintain and strengthen productive relationships with internal and external stakeholders.
• Provide operational support through coordination of initiatives, projects and programs.
• Identify, analyse and communicate emerging community, stakeholder and customer needs.
• Develop reports, briefs and presentations for stakeholders and staff.
• Promote accessible, customer-centred service delivery and inclusion.

Skills

Stakeholder engagement

Coordination

Communication

Travel readiness

Driver's license

Job description

Department of Government Services VIC – Melbourne VIC

About Us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

About the role

The Outreach and Support Coordinator role is responsible for coordinating stakeholder engagement and community outreach activities with key government, not-for-profit, community and First Nations organisations across Victoria to improve awareness of, and access to, services delivered by the Customer Care division.

The role sits within the Operations portfolio of the Customer Care division and supports improved access and equity for First Nations peoples, vulnerable communities and individuals who may experience barriers to accessing services. This is achieved through proactive stakeholder engagement, relationship management, community outreach and the delivery of targeted engagement activities.

In addition to its external focus, the role provides operational support within the Customer Care division by assisting with service delivery initiatives, supporting projects and programs contributing to continuous improvement activities and providing administrative and coordination support to operational teams. The role works closely with internal stakeholders to support business priorities, improve customer outcomes, and enhance operational effectiveness.

The role contributes significantly to the planning, delivery and evaluation of outreach programs and engagement activities that increase awareness, understanding and utilisation of Customer Care services. This includes promoting access to digital and assisted service channels, identifying emerging community needs, strengthening stakeholder relationships, and supporting initiatives that improve service accessibility and customer experience.

Acting as a key liaison between the division and external stakeholders, the Outreach and Support Coordinator builds and maintains productive relationships that support community engagement and service delivery objectives. The role also requires a strong understanding of the division's services, digital platforms, operational process and legislative requirements to provide accurate information and guidance to customers, community members, and stakeholders, and to support the delivery of accessible, responsive and customer-centred services.

Key Accountabilities

Plan coordinate and deliver stakeholder engagement and community outreach activities across Victoria with government, not-for-profit, community and First Nations organisations to promote awareness of, and access to, Customer Care services. This may require regional travel, including overnight stays.

Establish, maintain and strengthen productive relationships with internal and external stakeholders using effective communication and problem-solving skills to support service accessibility, customer outcomes and organisational objectives.

Provide operational support to the Customer Care division through coordination of initiatives, projects, programs and business improvement activities that contribute to efficient service delivery and positive customer experiences.

Identify, analyse and communicate emerging community, stakeholder and customer needs to inform service delivery improvements, accessibility initiatives and engagement strategies.

Contribute to the development, review, and continuous improvement of policies, procedures, processes, products and services to enhance customer outcomes and support the division's strategic and operational priorities.

Support the development and delivery of training, educational resource and information material to build staff capacity and improve stakeholder understanding of Customer Care services, processes and practices.

Develop reports, briefs, correspondence and oral presentations as required, and present to a wide range of stakeholders and departmental staff at various forums.

Promote and champion effective community engagement and customer-centred service delivery practices, supporting the division's vision, values and commitment to accessibility and inclusion.

Demonstrates empathy and cultural awareness by considering diverse prospectives, understanding stakeholder needs and tailoring communication approaches to suit the different audience and circumstances.

Works collaboratively across Customer Care and other departmental areas to support the timely delivery of a services, projects and initiatives and undertakes other duties as required.

Previous experience with community/and or stakeholder engagement is highly desirable.

Must have a valid driver licence

Must be able to travel around Victoria to meet engagement deliverables.

This is an ongoing role. This position is only open to applicants with relevant rights to work in Australia.

For more information and the key selection criteria, please see the Position Description.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred candidates will be required to complete a Pre‑employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. All roles at DGS can be worked flexibly, however it may differ from role to role.