Are you

• Committed to providing high quality service delivery to clients?
• Able to communicate sensitively and effectively in complex and challenging situations?
• A high performing team player with a collaborative approach?

An exciting opportunity exists for a Client Support Officer on a Part time (60.8 hours per fortnight) -Ongoing basis in The Orange Door, North East Melbourne Area (NEMA).

The Program and Service Development Branch is responsible for translating policy into program and service delivery focused on achieving improved outcomes for family violence and sexual assault victim survivors and more effective engagement with perpetrators, delivering on Victoria's family violence reform agenda. 

The Program and Service Development Branch establishes, develops and leads the operations of The Orange Door and Central Information Point, develops specialist family violence and sexual assault programs and services including detailed program guidance, commissioning and program oversight, supports improvement in performance and service quality and delivers on key enablers including budget, infrastructure and information technology platforms.

This is delivered in partnership with government and sector partners at a statewide and area level. The Program and Service Development Branch comprises four units: Program and Service Development, Service Implementation and Support, Operations, and Information Systems Reform.

The Client Support Officer provides a first point of contact for people accessing the services of The Orange Door (Support and Safety Hub).  Operating within the Hub Support Team, the Client Support Officer will respond to face-to-face, electronic and telephone enquiries from members of the public and partner agencies, providing responsive and timely advice and connections to services.

The position will work closely with the Hub workforce to address client needs at first contact and provide tailored responses to client enquiries.The ability to respond effectively and inclusively to clients accessing the services of the Hub, and to demonstrate honesty and integrity in all interactions, underpins success in this role.

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

1. Communication: ability to establish working relationships with stakeholders, clients and other service providers; ability to respond sensitively and effectively to clients presenting difficult behaviours; is able to apply active listening skills and de-escalation strategies.
2. Self-management: accepts responsibilities for own actions; focuses on the most important goals; has a realistic and balanced view of own strengths and weaknesses; recognises own feelings and personal prejudices and understands why they occur. 
3. Customer Service: provides high quality, supportive and effective service delivery; is committed to delivering a positive client experience; represents a professional image and standard; ability to provide accurate and up-to-date information to clients and stakeholders.

For more information on the accountabilities and key selection criteria, qualifications and / or requirements for the role please refer to the attached Position Description.

MANDATORY VACCINATION POLICY

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its workers and clients. The department may require its employees to be fully vaccinated against preventable diseases such as the current coronavirus (COVID-19) based on Pandemic (Workplace) Order 2022 (No. 8) directions as issued and updated from time to time. Vaccination requirements may differ from role to role based on their risk category and the duties performed. The department's policy (attached) outlines the risk categories and requirements for employees working for the department. Where relevant, proof of immunisation status may be required.  For this role, you are required to submit proof of vaccination prior to commencement. Please refer to the attached policy for more information - DFFH COVID-19 Mandatory Vaccination policy.

HOW TO APPLY

Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria. 

Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process. 

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs www.dffh.vic.gov.au/jobs

Click 'Apply Now' to submit your interest in this position.

Contact for further information: Ellen Sheridan (0437 692 685) or Vanessa Power (0447 225 414) Operational Support Officers. 

A position description is attached.