Helpline Lead

**Utilise your Customer Service and Call Centre expertise to provide support and advice to the Victim Services Support and Reform branch**:

- **Two Ongoing, Full-Time opportunities to work with a high-performing and passionate team in the Victorian Public Service**:

- **VPS Grade 4: $95,102 - $107,905 plus superannuation.**

**About the Business Unit**:
Victim Services, Support and Reform (VSSR) is a part of the Police, Racing, Victims and Coordination Division of the Department of Justice and Community Safety and is responsible for coordinating a suite of services for victims of crime, including information, support and referral service for all victims of reported and unreported crimes through the Victims of Crime Helpline (Helpline), as well as funding state-wide services to provide eligible victims with flexible case management services to meet the practical, emotional and psychological needs of victims to help manage the effects of crime.

The Helpline offers information, support and referrals and is the first step for victims of crime to access free services in Victoria. The Helpline is pivotal in linking victims to services, ensuring they receive personalised, timely and appropriate support to manage the effects of crime. The Helpline is also the state-wide service providing support and referrals for male victims of family violence, primarily through responding to L17 reports received from Victoria Police. The Helpline operates 7 days per week 8am - 11pm and is located in the Melbourne CBD.

**About the Role**:
The Helpline Lead's key responsibilities are to coordinate and support a team of Victim Support Workers (VSWs) who provide informed and up-to-date advice, support and information about victim services and entitlements, and referrals to other services, including the Victims Assistance Program (VAP) if eligible.

Some of your duties will include:

- Providing leadership, direction, and coaching to the Helpline team to achieve high-quality and timely service delivery
- Overseeing daily operations of the Helpline, ensuring efficient workflows and equitable distribution of cases among team members, including arranging Helpline team meetings
- Conducting and overseeing the triage and robust assessments of L17 family violence referrals for male victims, ensuring risks are accurately identified and prioritised.

To learn more about this role before applying, please read the attached position description.

**About You**:

- At least four (4) years of paid practice experience in the family violence sector or a specialist family violence service and with victims of crime
- Experience working with male victims of family violence is preferred but not essential
- Understanding of the Victims Support service system and associated legislation as well as the broader service system (such as legal, mental health, and housing services).

To learn more about the Technical Expertise you will require for this role, please read the attached position description.
- Mandatory Qualifications:_
- A Bachelor of Social Work or equivalent formal learning, including holding a Bachelor degree or above; or equivalent qualification. Qualifications must align with the Mandatory Minimum Qualification Requirements for Specialist Family Violence Workers (Recommendation 209).
- Family violence training: Completion of the MARAM Framework, FVISS, and CISS training, with expertise in risk assessment and predominant aggressor identification.
- Desirable Qualifications:_
- Training in cultural competence and frameworks for supporting diverse communities (e.g., First Nations, CALD, LGBTQIA+).
- Mediation or conflict resolution training.

**How to Apply**:
**_ FOR INTERNAL VPS EMPLOYEES:_**

**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.