Trauma-Informed Support Officer – Leaving Violence

Telstra Health; Adelaide; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Free Telstra mobile & plan

30% off Telstra home internet

16 weeks paid parental leave

Wellbeing support

Job summary

Telstra Health’s Leaving Violence Program is seeking a Support Officer to provide trauma-informed, compassionate assistance to victim-survivors. You will handle a high-volume mix of phone and digital enquiries, guide clients through available services, and document interactions across CRM and case management systems.

This 100% remote role operates on rostered hours across Australia, offering growth within a national program and access to specialist teams as needed.

Qualifications

• Experience in high-volume contact centre environments with back-to-back interactions.
• Ability to handle sensitive conversations with empathy and professionalism.
• Proven documentation of conversations across multiple systems with accuracy.

Responsibilities

• Manage a high volume of back-to-back interactions via phone and digital channels.
• Provide clear information about the Leaving Violence Program and available support.
• Respond to enquiries including appointments, payments and case updates.
• Document interactions across CRM and case management systems in real time.
• Coordinate appointments and escalate to specialists when needed.
• Identify and escalate risks appropriately while adhering to policies.

Skills

High-volume contact centre experience

Empathy and trauma-informed approach

Strong verbal and writtencommunication

CRM and case management navigation

Education

Undergraduate degree in Social Work / Community Services / Psychology

Certificate III in Community Services

Tools

CRM systems

Case management software

Job description

Telstra Health’s Leaving Violence Program is seeking a Support Officer to provide trauma-informed, compassionate assistance to victim-survivors. You will handle a high-volume mix of phone and digital enquiries, guide clients through available services, and document interactions across CRM and case management systems.

This 100% remote role operates on rostered hours across Australia, offering growth within a national program and access to specialist teams as needed.