FAS Contact Centre Officer
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 justice.vic.gov.au/careers
We’re proud of the important work we do across Victoria. Want to be part of it?
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| Department: | Department of Justice and Community Safety |
| Work Type: | Fixed term - full time |
| Job Function: | Administration / Secretarial |
| Classification: | VPSG3 |
| Work Location: | Melbourne - CBD |
| Reference: | VG/THREEROLESMAY2026 |
| Closing Date: | 31-May-2026 |
| Salary Range: | $81,496 - $98,955 |
| Job Duration: | 30/06/2028 |
| Attachments: | Position Description - Contact Centre Officer VPS3 (FAS) - D02789, D02790, D01898 - Fixed-term until 30th June 2028.pdf (PDF, 230KB) Position Description |
| Contact: | Meagan Copeland on 0429 067 166 Meagan.Copeland@justice.vic.gov.au |
Position Details
- Help victims of crime access support through a simple and fair process.
- Give clear advice by phone and online during difficult moments.
- Join a major reform improving support for victims across Victoria.
- Build strong skills in trauma-informed and culturally safe service delivery.
- Fixed-term, full-time role until 30th June 2028 earning $81,496 - $98,955 per year, plus super.
What you will do
As financial assistance scheme (FAS) contact centre officer, you will support victims of crime with care and respect.
You will provide clear information about financial help and referral options through phone and online enquiries.
You will:
- provide clear advice about the financial assistance scheme
- respond to enquiries in a sensitive and confidential way
- support victims using a trauma-informed and culturally safe approach
- recognise signs of family violence and respond appropriately
- follow relevant laws, processes and procedures while handling enquiries.
About you
A qualification or experience in community services, social work, criminology, psychology, victim services or family violence is desirable. Experience supporting people affected by trauma will help you succeed in this role.
You should also have:
- experience speaking with people in a respectful and empathetic way
- knowledge of family violence, sexual assault and victim support services
- confidence using Salesforce, Genesys or similar systems
- strong problem-solving skills and the ability to manage difficult conversations.
To learn even more about this role, please read the position description.
If you have any further questions, feel free to email FAS Contact Centre Supervisor at Meagan.Copeland@justice.vic.gov.au.
Aboriginal and/or Torres Strait Islander (Aboriginal) people are strongly encouraged to apply. Learn more about our Aboriginal workforce strategy.
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.
