Information and Support Services Officer

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 (available via your myGov account)
- Your immunisation history statement (available via your myGov account)

Other documentation outside the above will not be accepted as evidence of having received your COVID-19 vaccine doses.