Helpline Supervisor

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation, or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

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.

For more information on working with us and our recruitment process, please visit

We’re proud of the important work we do across Victoria. Want to be part of it?
Job Details
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Department: Department of Justice and Community Safety
Work Type: Ongoing - full time
Job Function: Community Services
Classification: VPSG4
Work Location: Melbourne - CBD
Reference: VG/DJ3449SEP2022
Closing Date: 06-Oct-2022
Salary Range: $90,067 - $102,192
Job Duration: N/A
Attachments: Position Description - Helpline Supervisor - 2022.pdf (PDF, 224KB)
Job Specification

Contact: Meagan Copeland on 0409 670 486

Position Details

  • Utilise your advice and supporting expertise to provide support and advice to the Victim Services Support and Reform branch..
  • Ongoing, Full-Time Opportunity to work with a high-performing and passionate team in the Victorian Public Service
  • VPS Grade 4: $90,067 - $102,192 plus superannuation.


About the Business Unit

Victim Services, Support and Reform (VSSR) is a part of the Service Delivery Reform, Coordination and Workplace Safety Division of the Department of Justice and Community Safety and is responsible for coordinating a suite of services for victims of crime including funding state-wide services to provide eligible victims with practical assistance, counselling and support through the justice system as well as operating the Victims of Crime Helpline (Helpline).

The Helpline offers information, advice and support and is the first step for victims of crime to access free services in Victoria. The Helpline is pivotal in linking victims to services, ensuring they receive personalised, timely and appropriate support to manage the effects of violent crime. The Helpline is also the state-wide service providing support and referrals for male victims of family violence, primarily through responding to L17 reports received from Victoria Police. The Helpline operates 7 days per week 8am -11pm and is located in the Melbourne CBD.


About the Role

The Helpline Supervisor's key responsibilities are to manage and support a team of Victim Support Officers (VSOs) who provide informed and up-to-date advice, support and information about victim services and entitlements, and referrals to other services.

The Helpline Supervisor role is required to work flexibly over shifts between 7am to 11pm 7 days per week and will be required to undertake weekend and public holiday shifts as well as on-call duties.

Some of your duties include:

  • Manage the daily operation of the Helpline including allocation of resources, management of incoming work, communication with staff and stakeholders, handling escalations, completion of reports, auditing outputs and ensuring that Helpline meets daily service targets and functional responsibilities
  • Lead a team of VSOs to deliver the required outputs and performance through appropriate resource planning, task allocation and staff development
  • Communicate effectively with Helpline Supervisors and the Helpline Operations Manager, providing appropriate information and managing risk to ensure the efficient operation of the Helpline
  • Actively participate in the establishment of Helpline team goals and measures.


About You

As our ideal candidate, you will be able to demonstrate:

  • An understanding of the Victims Support service system and associated legislation
  • Experience leading and/or developing a team in a complex service delivery environment
  • 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.


  • A relevant tertiary 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 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.


  • For this particular vacancy, priority consideration applies to Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform.

  • For all VPS employees, due to the new Jobs Skills Exchange (JSE) policy, please apply through the JSE to be eligible to be considered for this position in the first round.




The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees consistent with the department's obligations under the Occupational Health and Safety Act 2004 (Vic). Therefore, there is a requirement that all DJCS employees be fully vaccinated against COVID-19 in order to undertake duties outside of their homes.  

Prior to commencement of employment with the department you will need to provide evidence that you are vaccinated against COVID-19.  

Upon commencement of employment with the department you will be required to provide evidence that you have an up-to-date vaccination status within the timelines specified by the department into the DJCS Service Portal. This includes evidence of all doses of a COVID-19 vaccine required by the department (from time to time). 

Acceptable evidence includes: 

  1. COVID-19 digital certificate or ATAGI exemption certificate (available via your myGov account) 

  1. Your immunisation history statement (available via your myGov account) 

Other documentation outside the above will not be accepted as evidence of having received your COVID-19 vaccine doses.

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