Information and Support Services Officer

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Justice and Community Safety

**Salary**: $72,751 - $88,336

Occupation: Administration/Secretarial

Reference: VG/DJ4421JAN23

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation, or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?

**About us**

Enforcement and Support Services (ESS) sits within Fines and Enforcement Services (FES), a business unit within the Police, Fines and Crime Prevention group of the Department of Justice and Community Safety. ESS is responsible for the collection and enforcement of fines in Victoria and the administration of a range of social justice initiatives such as the Work and Development Permit Scheme (WDP).

The WDP scheme provides for eligible persons to reduce their outstanding fine balance through the supervised participation in approved activities.

**About the role**

The Information and Support Services Officer provides high quality and timely multi-channel customer service to stakeholder organisations, sponsor agencies and members of the public.

In this role, you will:

- contribute to program activities of:

- Taking responsibility as first point of contact via multichannel enquiries responding to enquiries from members of the public, WDP sponsors, and enforcement agencies
- Providing timely and accurate information, guidance, and support to the public, sponsors, WDP applicants and enforcement agencies regarding the WDP scheme and more broadly infringement and enforcement issues
- Effective, efficient case management of a portfolio of WDPs to a high quality, including completing compliance related activities
- Implement, maintain, and continually improve operational processes.
- have analytical and problem-solving skills, including the ability to assess and manage risk, working with legislative requirements and use specialist advice when needed
- actively participate in the delivery of program projects on time and with a professional proactive attitude
- build and maintain positive relationships with internal and external key stakeholders and work collegiately with peers
- prepare and support the preparation of strategic, accurate, concise, and timely advice, recommendations, briefings, correspondence, and reports to articulate complex issues for a range of audiences.

**About you**
- proven analytical and problem-solving skills, including the ability to assess and manage risk
- demonstrated ability to prepare clear, concise, and accurate memoranda and advice on issues based on high level research, analysis, synthesis, and interpretation
- demonstrated ability to respond effectively to sensitive and complex client enquiries
- experience in assessment and/or case management (will be well regarded)
- proficient in the use of the Microsoft suite. Intermediate skills in Excel and Power BI will be well regarded.

**How to apply**

**_ FOR INTERNAL VPS EMPLOYEES:_**

**IMPORTANT INFORMATION**:
The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees consistent with the department's obligations under the Occupational Health and Safety Act 2004 (Vic). Therefore, there is a requirement that all DJCS employees be fully vaccinated against COVID-19 in order to undertake duties outside of their homes.

At interview stage and prior to commencement of employment with the department, you will need to provide evidence that you are vaccinated against COVID-19 with **three doses** of a COVID-19 vaccine.

Upon commencement of employment with the department you will be required to provide evidence that you have an up-to-date vaccination status within the timelines specified by the department into the DJCS Service Portal. This includes evidence of **three doses** of a COVID-19 vaccine required by the department (from time to time).

Acceptable evidence includes:

- COVID-19 digital certificate or ATAGI exemption certificate (available via your myGov account)
- Your immunisation history statement (available via your myGov account)

Other documentation outside the above will n