Contact Centre Officer (Victim Support, Aboriginal Communities)

About the role

The Department of Justice and Community Safety is recruiting a Contact Centre Officer (prioritised) for an ongoing full-time role in Melbourne, within the community services occupation. The officer supports victims of crime through the Financial Assistance Scheme (FAS) by answering calls, giving clear advice and helping people access the support they need. The role is open to Aboriginal and/or Torres Strait Islander applicants, who are strongly encouraged to apply.

Key responsibilities

• Answer calls through the Marra Yattakunar Pathway and the general FAS helpline
• Give clear and accurate information about financial assistance, entitlements and support services
• Respond to callers with care, empathy and cultural awareness, including people affected by trauma
• Recognise signs of family violence and help people access appropriate support and referrals
• Follow legal requirements and service procedures while improving culturally safe, victim-focused services

Required profile

• A qualification or experience in community services, social work, criminology, psychology, victim services or family violence is desirable; no specific qualification is needed to apply
• Strong knowledge of Aboriginal communities, including Victorian Aboriginal culture, history and current issues
• Ability to communicate sensitively and respectfully with Aboriginal people and people from diverse backgrounds
• Experience supporting people affected by trauma, family violence or sexual assault, with a strong understanding of their needs
• Genuine commitment to cultural safety and self-determination, with the ability to build trust and manage difficult conversations

What we offer

• Ongoing full-time employment
• Salary of $81,496 - $98,955 per year plus superannuation

To apply, use the Apply button on the advertisement and submit a resume and covering letter. Pre-employment checks, which may include national police checks and misconduct screening, are required. Applications close on Sunday 22 November 2026.