Support Officer - Leaving Violence Program

Telstra Health; City of Melbourne; Remote; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Telstra mobile plan

Home internet discount

Parental leave (16 weeks)

Job summary

Telstra Health is seeking a Support Officer for the Leaving Violence Program. You will be the first point of contact for victim-survivors, providing empathetic, trauma-informed assistance via phone and digital channels.

You will manage appointments, payments and case updates while navigating CRM and case management systems. A private home workspace and robust internet are required for a 100% remote role across Australia.

Qualifications

• Undergraduate degree in Social Work, Community Services, Psychology or Mental Health or equivalent first-year completed in a three-year degree.
• Certificate III or above in Community Services, Customer Engagement or related field.
• WWCC (Working with Children Check) or equivalent clearance prior to commencement.
• Private, secure home workspace ensuring confidentiality at all times.
• Reliable NBN internet connection and wired Ethernet for Telstra Health devices.

Responsibilities

• Handle high-volume back-to-back interactions via phone and digital channels.
• Explain the Leaving Violence Program and available support clearly to victims-survivors.
• Coordinate appointments, payments, and service-related inquiries; update case information.
• Document interactions across CRM and case management systems accurately in real time.
• Escalate risks or issues to specialist teams as required.
• Deliver trauma-informed, person-centred and culturally safe support within processes.

Skills

High-volume calls

Empathy & trauma-informed

Verbal & written comms

CRM & case management docs

Time management

Education

Undergraduate degree in Social Work / Community Services / Psychology or Mental Health

Certificate III or above in Community Services / Customer Engagement

Tools

CRM systems

Case management platforms

Job description

Support Officer - Leaving Violence Program

Shape the Future of Connected Care with Telstra Health

At Telstra Health, we're committed to helping our people build rewarding careers through opportunities to learn, grow and make an impact across our organisation.

From digital health platforms to trusted social support programs like 1800RESPECT, the Leaving Violence Program and the National Cancer Screening Register, our work helps improve lives at scale.

Join us to do meaningful work where purpose, innovation and real-world impact come together every day.

About the Leaving Violence Program

Telstra Health proudly delivers the Leaving Violence Program, a national service supporting victim-survivors taking steps to leave violent relationships and establish lives free from violence.

Through practical support and financial assistance, the program helps eligible individuals move towards greater safety and independence at a critical point in their lives.

About the Role

As a Support Officer in the Leaving Violence Program, you'll be a key point of contact for victim-survivors accessing the service. Working in a fast-paced, high-volume contact centre environment, you'll provide responsive and empathetic support via phone and digital channels.

You'll respond to enquiries, explain the program and available support, assist with appointments, payments and service-related enquiries, update case information, troubleshoot system issues and connect people with specialist teams when required.

This role requires you to balance empathy and sensitivity with accuracy, efficiency and the ability to manage back-to-back interactions in a trauma-informed and person-centred way.

We have a range of opportunities available:

• Full-time - 37.5 hours per week, Monday to Friday, across rostered shifts between 8:00am and 6:00pm
• Part-time - rostered hours based on operational requirements
• Casual - flexible opportunities based on operational requirements

You can express interest in one or multiple employment types as part of your application.

What You'll Be Doing

• Managing a high volume of back-to-back interactions with victim-survivors via phone and digital channels
• Providing clear, accurate information about the Leaving Violence Program and helping people understand and navigate the support available
• Responding to a range of enquiries, including appointments, payments, digital payment cards, case updates, system access and service-related issues
• Accurately documenting interactions and updating information across CRM and case management systems while managing conversations in real time
• Coordinating appointments and facilitating warm transfers or escalations to specialist teams when required
• Identifying and appropriately escalating risk, concerns or matters outside the scope of the Support Officer role
• Working within established processes, policies and service standards while delivering trauma-informed, person-centred and culturally safe support
• Balancing empathy and sensitivity with the accuracy, efficiency and pace required in a high-volume service environment

What You'll Bring to the Role

• Demonstrated experience working in a high-volume contact centre or call centre, managing back-to-back inbound and/or outbound calls while delivering exceptional customer service
• Experience supporting customers through complex, sensitive or emotionally challenging conversations, with the ability to remain calm, empathetic and professional
• Strong verbal and written communication skills, with the ability to build rapport, actively listen and communicate clearly with people from diverse backgrounds
• Proven ability to accurately document conversations while navigating multiple systems, including CRM and case management platforms, in a fast-paced environment
• Excellent organisational skills, with the ability to prioritise competing tasks, manage your time effectively and maintain a high level of attention to detail
• The ability to follow established policies, procedures and legislative requirements, work within scope, and appropriately identify and elevate risk when required
• A commitment to providing an inclusive, culturally safe, trauma-informed and person-centred service to victim-survivors from diverse communities
• The ability to meet quality and service delivery expectations while managing a high-volume workload
• The ability to work effectively within a structured, rostered remote environment, remaining available and actively working for the entirety of your rostered shift

About You

To be considered for a Support Officer opportunity, you will need to meet the following mandatory requirements:

• Qualifications - Undergraduate study in a relevant three-year degree, such as Social Work, Community Services, Psychology or Mental Health, having completed the equivalent of at least the first year of full-time study or currently being in the second or third year; or a Certificate III or above in Community Services, Customer Engagement or a related field
• Working with Children Check - Hold a current Working with Children Check (WWCC), or equivalent check applicable to the state or territory in which you will be employed, prior to commencement
• Private working environment - Have a private and secure workspace that allows you to maintain confidentiality at all times, with no person under 18 present during your working hours
• NBN and connectivity - Have access to a reliable NBN internet connection and be able to connect your Telstra Health device directly to your home router using a wired Ethernet cable at all times while working. Wi-Fi and mobile hotspots cannot be used as the primary connection
• Rostered availability - Be able to commit to and remain available for your agreed rostered working hours. While this is a 100% work-from-home opportunity, the role operates within structured rostered hours and requires your full availability throughout your shift
• Pre-employment screening - Successfully complete all required pre-employment screening, including a National Police Check (NPC), reference checks, right-to-work verification, qualification verification where applicable, and any other required employment checks prior to commencement

About Us

Our Leaving Violence Program teams work remotely across Australia, connecting and collaborating virtually as part of their everyday work.

While our teams work from home, you'll remain connected to your colleagues and work within an established service environment, with the systems, processes and support needed to deliver a consistent experience for people accessing the program.

You'll work alongside people who care deeply about the services we provide, with opportunities to learn, grow and build your career at Telstra Health.

• Free Telstra mobile & plan for eligible employees
• 30% off eligible Telstra home internet
• 16 weeks paid gender-equal parental leave + additional leave options
• Career breaks & ongoing learning opportunities
• Free 24/7 professional wellbeing support for you & your family
• Employee rewards with discounts & cashback across shopping, travel, entertainment & more
• Novated Leasing and Salary Sacrifice Options

We welcome applications from candidates across Australia with valid Australian working rights and value diverse perspectives from people of all backgrounds, cultures, abilities, genders and experiences.

As a Circle Back Initiative Employer, we're committed to responding to every applicant.

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