FAS Contact Centre Officer

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 justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?

• Utilise your Contact Centre expertise to provide support and advice to Victims of Crime Financial Assistance Scheme
• Fixed 30/6/2026, 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.

• Provide information and authoritative advice on the FAS. Act as the first point of contact for FAS enquiries by responding to calls and written enquiries, from victims and service providers.
• Provide up-to-date advice on victim financial entitlements and referral pathways to victims of crime.
• Convey financial assistance information clearly and accurately, responding to clients, stakeholders,

• Experience in the delivery of victim support services or similar services working with people affected by trauma.
• Experience responding to and communicating with victim/survivors in a sensitive, respectful, and empathetic manner.
• Commitment to pursuing a culturally safe workplace and organisation and improved outcomes for Aboriginal people, aligned with the principle of self-determination.
• Commitment to trauma-informed practice, including an understanding of the victim services system and the ability to liaise effectively to improve victim outcomes, applying an intersectional lens in service delivery, engaging in reflective practice, supporting and informing victims of crime, and considering lived experience in improving service delivery.
• Understanding of the nature and dynamics of family violence and sexual assault.
• Experience using Salesforce, Genesys or other similar case management systems.

• A relevant qualification and/or experience in community services, social work, criminology, psychology, victim services and/or family violence is desirable.

Posted