Helpline Operations Manager
7 days ago
**Keep it running. Keep it strong.**:
- **Victims of Crime Helpline Operations Manager**:
- **VPS6 salary: $138,631 to $162,076**
**About Us**:
Victim Services, Support and Reform (VSSR) is part of the Police, Racing, Victims and Coordination Division of the Department of Justice and Community Safety (DJCS). VSSR is responsible for the delivery and reform of services to victims of crime, placing victims at the centre of our justice system. The Victim Services Support Operations team within VSSR is responsible for the delivery of trauma
- informed and victim-centric services, including the Victims of Crime Helpline, Victims Register, as well as funding the state-wide Victims Assistance Program (VAP) to provide eligible victims with flexible case management services to meet their practical, emotional and psychological needs to help manage the effects of crime.
At the Victims of Crime Helpline (Helpline), we're here for people in their hardest moments. Our Helpline is a vital service to support victims in their pathway to recovery, and we're looking for an experienced Operations Manager to keep it running smoothly, sustainably, and in line with our values.
**About the Role**:
In this key leadership role, you'll oversee the day-to-day operations of our Helpline, leading a team of 19 FTE across a complex, high-demand environment. You'll bring deep operational know-how, strong people leadership, and a sharp eye for performance, safety, and impact.
We're seeking someone with significant experience managing high-volume call centre operations, ideally in a crisis support, community, or health setting. You'll know what it takes to keep a fast-moving service running well-while supporting your team to deliver compassionate, trauma-informed care.
**What You'll Do**:
- Lead and support a team of Team Leaders and frontline staff
- Oversee daily Helpline operations, rosters, workflows, and service performance
- Optimise systems and processes for high-volume, high-stakes service delivery
- Partner with sector leaders to embed best-practice, trauma-informed support
- Use data to inform decisions and continuously improve outcomes
**What You'll Bring**:
- Proven leadership in a high-volume call centre or similar operational environment
- Strong background in trauma-informed and family violence practice
- Operational confidence, agility, and clarity under pressure
- A commitment to team wellbeing, service excellence, and real-world impact
**What We Offer**:
- A meaningful leadership role in a bold, mission-led organisation
- Supportive, collaborative senior and executive and clinical leadership
- Professional growth and a workplace grounded in purpose and care
This role is for a calm, capable leader who knows how to keep things moving, lift people up, and make systems work for the humans they serve.
**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.
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