PO2 Professional Support Officer

DFP Recruitment; Brisbane; Hybrid; AUD 57,000 - 82,000; Full time

Benefits offered by this job

Employee wellbeing support

Confidential assistance program

Job summary

DFP Recruitment is seeking a Professional Support Officer for the Victims Advocate Service in Brisbane. The role delivers victim-centred information and practical support across phone, chat, email and SMS, assisting people experiencing complex circumstances.

You will triage, refer, and coordinate connections to government and community services as part of a 6-month temporary assignment. There are 16 temporary labour-hire positions available.

Qualifications

• 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.

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 upscale 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

Cultural responsiveness

Privacy & record keeping

Referral & triage

Education

Social Work

Behavioural Sciences

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 centered 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.

As the Professional Support Officer, you will

• 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 upscale 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***********@dfp.com.auor1300 337 ***and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.