PO2 Professional Support Officer

Government client (agency undisclosed); Brisbane; On-site; AUD 57,000 - 82,000; Part time

Benefits offered by this job

Wellbeing support

Temporary assignment until 31 May 2027

Job summary

The Department of Customer Services, Open Data and Small and Family Business (CDSB) seeks compassionate professionals for the Victims Advocate Service. You will provide trauma-informed information and practical support via phone, chat, email and SMS to people experiencing complex circumstances.

This 6-month assignment offers an hourly rate of $50.40 plus 12% superannuation and shift allowances where applicable, with travel between Brisbane sites and rostered shifts.

Qualifications

• Recognised tertiary qualification in Social Work or Behavioural Sciences.
• Strong communication and relationship-building skills.
• Experience supporting people in complex or challenging circumstances.
• Understanding of trauma-informed and culturally responsive practice.
• Sound judgement in assessing needs, triaging enquiries and making referrals.
• Strong attention to privacy, consent and accurate record keeping.

Responsibilities

• Provide victim-centred information, advice and practical support.
• Respond to enquiries through phone, chat, email and SMS.
• Identify vulnerabilities, accessibility needs and appropriate support options.
• Triage enquiries and escalate matters in line with approved procedures.
• Help clients navigate forms, applications and relevant service pathways.
• Coordinate referrals, warm transfers and connections to support services.
• Maintain accurate case notes, actions, referrals and outcomes.
• Contribute feedback and insights to improve service delivery.

Skills

Communication skills

Relationship-building

Trauma-informed practice

Privacy & record keeping

Education

Social Work or Behavioural Sciences degree

Job description

The Channel Delivery teams within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected customer services. The Victims Advocate Service will provide victim centred support across multiple channels and support delivery of the Victims Advocate Service pillars of Engage, Inform & Advise, Connect and Improve. As a Professional Support Officer, you will provide compassionate, trauma-informed information and practical support to people experiencing complex circumstances. You will respond through phone, chat, email and SMS channels. You will identify individual needs, explain available options and connect people with appropriate government and community services. The work may involve exposure to distressing material, so personal resilience and healthy coping strategies are essential. There are 16 temporary labour-hire positions available.

Professional Support Officer Responsibilities

• Provide victim-centred information, advice and practical support
• Respond to enquiries through phone, chat, email and SMS
• Identify vulnerabilities, accessibility needs and appropriate support options
• Triage enquiries and **escalate** matters in line with approved procedures
• Help clients navigate forms, applications and relevant service pathways
• Coordinate referrals, warm transfers and connections to support services
• Maintain accurate case notes, actions, referrals and outcomes
• Contribute feedback and insights to improve service delivery

About You

• A recognised tertiary qualification in Social Work or Behavioural Sciences
• Strong communication and relationship-building skills
• Experience supporting people facing complex or challenging circumstances
• An understanding of trauma-informed and culturally responsive practice
• Sound judgement when assessing needs, triaging enquiries and making referrals
• Strong attention to privacy, consent and accurate record keeping
• Flexibility to travel between Brisbane sites and work rostered shifts (24/7 if required)

What’s On Offer

• Hourly Rate: $50.40 + 12% superannuation + shift allowances (where applicable)
• A 6-month assignment to 31 May 2027 with possible extension
• Employee wellbeing support, including access to a confidential assistance program

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [e-mail] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/legal_documents/privacy_policy. Do not submit any sensitive personal information in your resume.