Contact Centre Officer

Communicate with Victims in a Trauma informed and culturally safe way that supports them to access financial assistance
- Ongoing position - multiple roles
- VPS 3: $76,817 - $93,274 + Superannuation

The Department of Justice and Community Safety are seeking Contact Centre Officers to join the new Victims of Crime Financial Assistance Scheme, to handle inbound and outbound calls about the FAS.
About the Business Unit
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. Established under the Victims of Crime (Financial Assistance Scheme) Act 2022 the FAS will provide financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims' needs. It will acknowledge harm done and be trauma informed, with a priority focus on being inclusive and culturally safe.
Reporting to the FAS Contact Centre Supervisor you will be responsible for responding to FAS enquiries. You will communicate with victims and provide advice and support to access the FAS, in a confidential and trauma-informed manner.
About the Role
**Duties will include**:

- Act as the first point of contact for FAS enquiries by responding to calls and written enquiries, from victims and service providers.
- Provide up-to-date advice on victim financial entitlements and other supports available to victims of crime.
- Convey financial assistance information clearly and accurately, responding to victims, service providers, and team members in a professional, sensitive, victim-focused, and culturally safe manner.

To learn more about this role before applying, please read the attached position description.
About you
**To be successful in this role, you will have**:

- Experience working in a call centre environment.
- Understanding of victimisation, with an understanding of the nature and dynamics of family violence and sexual assault highly desirable.
- Experience using Salesforce Service Cloud, or other similar case management systems.

**Qualifications**:

- Experience in community services, social work, criminology, psychology, victim services and/or family violence is desirable.

How to Apply
**IMPORTANT INFORMATION**:CHILD SAFE STATEMENT OF COMMITMENT**:
The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.
Encouraging Diversity
The Victorian Government is committed to ensuring that government boards and committees reflect the rich diversity of the Victorian community.
You do not have to disclose any personal information if you do not want to, but it can help us understand how we can support you through the recruitment process and beyond. We invite you to tell us if you identify as Aboriginal, a person with disability, from a culturally or linguistically diverse background, LGBTIQA+ or a young person, aged 25 years old or less. If you identify as any of the aforementioned, we would welcome the opportunity to contact you and discuss how we can support you through the recruitment process. Sharing this information will help you access support should you need it and will also help us to better understand the impact of our work.