Outreach and Support Coordinator

Victorian Government; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

The Outreach and Support Coordinator role is a key position within the State Government of Victoria. Based in Melbourne CBD, you will coordinate stakeholder engagement and community outreach across government, not-for-profit, community and First Nations organisations to promote awareness of Customer Care services and improve access.

You will provide operational support, assist with projects and continuous improvement, develop reports and training materials, and travel around Victoria to meet

Qualifications

• Experience with stakeholder engagement and community outreach is desirable.
• Strong communication and relationship-building skills are essential.
• Ability to coordinate cross-organisational activities and projects.

Responsibilities

• Plan, coordinate and deliver stakeholder engagement and community outreach activities across Victoria.
• Establish and strengthen relationships with internal and external stakeholders.
• Provide operational support to projects, programs and continuous improvement initiatives.
• Identify community needs and inform service delivery improvements.
• Develop reports, briefs and presentations for various forums.
• Promote accessible, customer-centred service delivery and staff training.

Skills

Stakeholder engagement

Communication

Coordination

Community outreach

Job description

Location: Melbourne - CBD and Inner Metro suburbs

Reference: 11815

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.

Applications close Thursday 22 October 2026 at 11.59pm