Contact Centre Officer

• Utilise your administrative expertise to provide support and advice to the Victims of Crime Financial Assistance Scheme
• An ongoing, full-time opportunity to work with a high-performing and passionate team in the Victorian Public Service
• VPS Grade 3: $79,122 - $96,073 plus superannuation.

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 has replaced 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 was highly anticipated by victims and stakeholders and represents a major leap forward in government's response to victims of crime. Established under the Victims of Crime (Financial Assistance Scheme) Act 2022, the FAS provides financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims' needs. The FAS acknowledges harm done and is trauma informed, inclusive and culturally safe.

About the Role:

Reporting to the FAS Contact Centre Supervisor you will be responsible for responding to FAS enquiries on the phone and through online written enquiries. You will communicate with victims and provide responses and referrals in a confidential and sensitive manner.

Some of your duties will include:

• Providing information and authoritative advice on the FAS. Act as the first point of contact for FAS enquiries by responding to calls and written enquiries, from victims and service providers
• Providing up-to-date advice on victim financial entitlements and referral pathways to victims of crime
• Conveying financial assistance information clearly and accurately, responding to clients, stakeholders, and team members in a professional, sensitive, victim-focused, and culturally safe manner
• Recognising and understanding indicators of family violence
• Adhering to all current standard operating procedures, processes, and relevant legislation
• Acting consistently with the principles and obligations contained in the Victims Charter Act 2006, in the performance of handling contact centre calls
• Undertaking work to enhance Aboriginal cultural safety and victim-centred practice as core components of the FAS in the workplace and in service delivery
• Completing other relevant tasks as directed by the FAS Contact Centre Supervisor.

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

About You:

As our ideal candidate, you will possess:

• Experience in the delivery of victim support services or similar services working with people affected by trauma.
• Experience responding to and communicating with victim/survivors in a sensitive, respectful, and empathetic manner.
• Commitment to pursuing a culturally safe workplace and organisation and improved outcomes for Aboriginal people, aligned with the principle of self-determination.
• Commitment to trauma-informed practice, including an understanding of the victim services system and the ability to liaise effectively to improve victim outcomes, applying an intersectional lens in service delivery, engaging in reflective practice, supporting and informing victims of crime, and considering lived experience in improving service delivery.
• Understanding of the nature and dynamics of family violence and sexual assault.
• Experience using Salesforce, Genesys or other similar case management systems.

How to Apply:

Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

The successful candidate will be required to undergo pre-employment checks which may include reference checks, national police checks and misconduct screening. Dependant on the role, other checks may include VicRoads checks, drivers licence checks, medical checks, Working with Children Checks, and Declaration of Private Interests (for executive and responsible officer roles).

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.

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.