FAS Complaints and Feedback Officer

Victorian Government • Melbourne • 1d ago

Utilise your community services 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 Financial Assistance Scheme (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, inclusive and culturally safe About the role: In this role you will be managing and responding to feedback and complaints from victims of crime accessing the FAS. You will communicate with victims and provide timely responses in a confidential and sensitive manner. At all times you will act consistently with the principles and obligations contained in the Victims Charter Act 2006 (the Act) and promote the agency, dignity, and recovery of victims of crime. Some of your duties will include: Supporting the FAS Senior Complaints and Feedback Advisor in responding to complaints and feedback from victims of crime, regarding the operation of the FAS Maintaining the records of incoming complaints, recommendations, and resolutions, ensuring victim confidentiality is always maintained Communicating with victims in a trauma-informed, sensitive, and culturally safe way that addresses their concerns and recognises their rights. 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 handling feedback and complaints within a resolution team, in an integrity or oversight context, or experience in a complaints, compliance, alternate dispute resolution or investigations role Experience managing complaint calls and the handling of difficult converstions and communicating with people experiencing trauma Understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault An understanding of the victim support system and/or criminal justice system Experience using Salesforce, or other similar case management systems Experience in the delivery of victim support services or similar services working with people affected by trauma. Qualifications/Requirements: A qualification or experience in a relevant discipline such as social work, social sciences, psychology, criminal justice, law, alternate dispute resolution or investigations is desirable. 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.

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