Professional Support Officer (Victims Advocate Service)

About the role

The Victims Advocate Service, part of the Department of Customer Services, Open Data and Small and Family Business, provides victim-centred support across phone, chat, counter and online channels. As a Professional Support Officer you will give compassionate, trauma-informed information and practical support to people in complex circumstances, identifying their needs, explaining options and connecting them with government and community services. The work may involve exposure to distressing material, so resilience and healthy coping strategies are essential. There are 16 temporary labour-hire positions available.

Key responsibilities

• Provide victim-centred information, advice and practical support
• Respond to enquiries by phone, chat, email and SMS
• Identify vulnerabilities, accessibility needs and appropriate support options
• Triage enquiries and escalate matters in line with approved procedures
• Help clients navigate forms, applications and service pathways
• Coordinate referrals, warm transfers and connections to support services
• Maintain accurate case notes, actions, referrals and outcomes
• Contribute feedback and insights to improve service delivery

Required profile

• A recognised tertiary qualification in Social Work or Behavioural Sciences
• Experience supporting people facing complex or challenging circumstances
• Understanding of trauma-informed and culturally responsive practice
• Flexibility to travel between Brisbane sites and work rostered shifts, including 24/7 if required

Required skills

• Strong communication and relationship-building skills
• Sound judgement when assessing needs, triaging enquiries and making referrals
• Attention to privacy, consent and accurate record keeping

What we offer

• Hourly rate of $50.40 plus 12% superannuation and shift allowances where applicable
• A 6-month assignment to 31 May 2027 with possible extension
• Employee wellbeing support, including access to a confidential assistance program

To apply, submit a brief letter (maximum 2 pages) explaining how your experience matches the profile and how you will help deliver the role's responsibilities. Applicants new to the department may be asked to provide work rights status via a survey. The department welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability, and offers reasonable adjustments during recruitment.