About the RoleThis is a fixed term full time role until 30 April 2026. The Project and Policy Officer will be responsible for supporting the Camps, Sports and Excursion Funding (CSEF) system by liaising directly with stakeholders such parents and school representatives. This role will require accepting calls from above stakeholder schools contacting the CSEF helpdesk through Genesys – application used by CSEF Support team for receiving or making follow-up calls. This role will require the team member to be available on the helpdesk from 8:30 am to 4:30 pm. The role will be responsible for: Assisting schools and parents of the student with CSEF applications submitted through the system. Approve the applications submitted by schools by validating the attached documents. Approve and schedule CSEF Payments The provision of analysis of school to resolve complex financial request made on behalf of the department, and negotiating workable outcomes between schools, parents and the department. Attributes Phone Support and Communication: Answer multiple incoming calls in a professional, courteous, and empathetic manner. Act as the first point of contact for all enquiries. Utilise active listening skills to understand needs and concerns of the caller. Manage difficult conversations while remaining calm and professional. Make outbound calls to follow up with parents and schools, schedule appointments, or gather additional information. Coordination and Service Management: Coordinate with internal teams (CSEF IT Support, Budget, Financial) to ensure timely and accurate resolution of school requests and issues. Manage and maintain school relationships, ensuring their needs are met and expectations are managed effectively. Administration and Documentation: Maintain accurate and detailed records of all school interactions, inquiries, and resolutions using ServiceNow - intranet-based ticket logging application. Manage and respond to email inquiries, ensuring consistent and clear communication across all platforms. Perform general administrative tasks to support the school services team and ensure smooth operations. Desirable Qualifications and Experience Communication: Excellent verbal and written communication skills, with the ability to adapt tone and language to different school needs. Problem-Solving: Strong problem-solving and critical thinking abilities to identify issues and find creative solutions within policy. Interpersonal Skills: High levels of empathy, patience, and emotional intelligence to build rapport and handle sensitive situations with professionalism. Organisation: Strong organisational and time management skills to prioritise tasks, manage multiple school simultaneously, and meet deadlines. * Technical Proficiency: Competence in using office software (Microsoft Office Suite) and the ability to quickly learn any other department-specific software. About the Division Financial Services Division, designs and implements financial management principles, processes and systems to ensure that the Department and its managers in central office, regions, schools and statutory authorities have the necessary support to execute their financial management responsibilities. About the Branch School Finance and Resources Branch, manages the efficient and effective allocation of resources to government and non-government schools, congruent with the Government's priorities and school education reform agenda within the departments planning and budget framework. About the Department The department provides a wide range of learning and development support and services. The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres. Further Information For more details regarding this position please see attached position description for the capabilities to address in application. The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page Applicants requiring adjustments can contact the nominated contact person. Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au. For further information pertaining to the role, please contact Lisa Sutherland – Manager, SRP via (03) 7008 8335 or Lisa.Sutherland@education.vic.gov.au. Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence. Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements. Applications close 11:59pm on Thursday 15 January 2026.
