Contact Centre Officer

Victorian Government • Melbourne • 1w ago

Provide information and authoritative advice on the Financial Assistance Scheme Ongoing role within a busy and supportive team VPS3 salary: $79,122 to $96,073 plus superannuation 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: 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. 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. The role of a FAS Contact Centre Officer: Handle inbound and outbound calls about the FAS. Provide support and information about the FAS. Communicate with victims in a sensitive, trauma informed and culturally safe way that addresses their concerns. To be successful in this role, you will have: Experience in the delivery of victim support services or similar services working with people affected by trauma, including an understanding of the victim services system . Commitment to pursuing a culturally safe workplace and organisation and improved outcomes for Aboriginal people, aligned with the principle of self-determination. 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. 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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