Contact Centre Officer, Melbourne

• Utilise your Contact Centre expertise to provide support and advice to Victims of Crime Financial Assistance Scheme
• Fixed 30/6/2026, 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.

The Department of Justice and Community Safety (the department) is seeking a Contact Centre Officer to provide a critical role within Victims of Crime Financial Assist Scheme

About the Business Unit

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:

• Provide 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.
• Provide up-to-date advice on victim financial entitlements and referral pathways to victims of crime.
• Convey financial assistance information clearly and accurately, responding to clients, stakeholders,

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:

Technical Expertise

• 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.

Qualifications

• A relevant qualification and/or experience in community services, social work, criminology, psychology, victim services and/or family violence is desirable.

Application close 4th June 11:59PM

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 national police checks and misconduct screening.

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.