Contact Centre Officer

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Justice and Community Safety

**Salary**: $76,817 - $93,274

Occupation: Community Services

Reference: VG/1781942AUGUST2024

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?
- **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 aforementione