Victims of Crime Financial Assistance Scheme Officer

2 weeks ago

Melbourne, Victoria, Australia beBeeComplaints Full time
Job Description

The Department of Justice and Community Safety is seeking a Complaints Officer to join the new Victims of Crime Financial Assistance Scheme. This role maintains records of incoming complaints, recommendations, and resolutions, and ensures victim confidentiality is always maintained.

This is an exciting opportunity to deliver a major new initiative for victims of crime. The FAS is a landmark reform that will replace the judicially based Victims of Crime Assistance Tribunal with an administrative scheme that prioritises the needs of victims and supports their recovery from violent crime.

The FAS is highly anticipated by victims and stakeholders and represents a major leap forward in the Victorian Government's response to victims of crime. It will acknowledge harm done and be trauma informed, with a priority focus on being inclusive and culturally safe.

In this role you will be managing and responding to feedback and complaints from victims of crime accessing the FAS. You will communicate with victims and provide timely responses in a confidential and sensitive manner.

Key Responsibilities
  • Manage and respond to complaints and feedback from victims in a timely and professional manner.
  • Identify and escalate medium and high-risk complaints to the FAS Senior Complaints Advisor with recommendations.
  • Manage victim complaint calls which will include handling difficult conversations and communicating with people experiencing trauma.
Required Skills and Qualifications

To be successful in this role, you will have:

- Understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault.

- Experience in maintaining records (complaint or other client records) using a case management system.

- Experience drafting surveys to collect feedback for conducting qualitative/quantitative analysis.

Benefits

This is an ongoing position that offers a competitive salary and opportunities for professional growth and development.

Other Information

The Department of Justice and Community Safety is committed to ensuring that government boards and committees reflect the rich diversity of the Victorian community.

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