Address- Location – Parramatta with access to hybrid working arrangements
- Salary ranging from $79,032 pa to $86,539 pa + super and leave loading
- Ongoing and temporary – full time and part time
Your role
Victims Services, within the Department of Communities and Justice, administers the Victims’ Rights and Support Act 2013. We provide access to counselling and financial assistance to victims of violent crime in NSW under the Victims Support Scheme, promote the Charter of Victims’ Rights and deliver related programs.
The Senior Client Liaison Representative (SCLR) plays a critical role in providing the first point of contact for victims of crime contacting Victims Services. The SCLR responds to inbound calls and is responsible for providing a high level of service and support through the provision of information, advice, and referrals directly to victims calling the Victims Access Line and the Aboriginal Contact Line of Victims Services.
The SCLR role involves supporting victims of crimes such as domestic violence, sexual assault and other violent crime, and involves reading and discussing sensitive and potentially traumatic material.
What you’ll do
In this role, you will:
- Work within a team, taking ownership of a trauma-informed client experience and provide first contact resolution where possible.
- Respond to inbound calls, delivering a consistent client experience, while achieving key performance indicators and performance targets.
- Display calmness, composure and resilience while dealing with distressed or upset clients and their representatives.
- Work collaboratively across Victims Services and identify opportunities to improve on services, policies and procedures within the team.
What we’re looking for
The successful candidate will have the following characteristics:
- Ability to work in a trauma-informed way when providing services and support to victims of crime.
- Experience providing a high level of support to vulnerable clients in a high-volume work environment.
- Strong verbal and written communication skills, and administrative skills to undertake tasks including data processing and correspondence.
- Ability to maintain self-wellbeing in an environment that exposes staff to information that is sensitive and confronting.
- Ability to support Aboriginal and Torres Strait Islander clients in a culturally safe and appropriate way to improve client accessibility and outcomes.
- Ability to build and maintain relationships with internal and external stakeholders
- Awareness of and ability to comply with all relevant legislations and regulatory frameworks
- Availability to work from 09:00-17:00 in line with the hours of the Victims Services Line and the Aboriginal Contact Line.
Download the role description
What We Offer
We offer a variety of benefits, including:
- A challenging and rewarding career
- Flexible work environment
- Competitive pay and conditions
- Health & Wellbeing and Employee Assistance Programs.
Want more information? Visit our website to see more information on Working for us.
We do work that really matters
Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners to improve lives and realise the potential of children, adults, families and communities. It is work that really matters.
Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!
Are you ready to join us?
Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) addressing how you meet the key accountabilities and challenges of this position, and the focus capabilities for the role found in the Role Description link above. Please also answer the 2 targeted questions below:
- Victims Services is a high volume, fast paced work environment that demands effective teamwork across multiple platforms to be able to ensure optimal service for our clients. Could you describe a time when you worked in a team environment, what the team dynamic was like, and how you impacted the team?
- As a Senior Client Service Representative with Victims Services, you will be working with clients that have experienced violence and trauma. You will be explaining to these clients legislated processes, which can cause some clients frustration. Tell me about a time that you were able to assist a frustrated client in a trauma-informed way? What did you do? What was the outcome?
Applications close: 11.59pm – Sunday, 23 June 2024
Got a question?
For more information about the role or what it’s like to work for DCJ please contact Lisa Donohoe by email ***************@dcj.nsw.gov.au
If you’ve got a question about applying or require an adjustment in the recruitment process, please call Natalie Cummings on 8688 7244 or email ***************@dcj.nsw.gov.au
Visit Recruitment adjustments on the DCJ website to learn more.
Inclusion and Diversity lies at the heart of how we recruit
We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.
To find out what DCJ are doing to build an inclusive and diverse workforce, visit our careers site.
Other Information
A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
Thank you for your interest in this role. We look forward to receiving your application.
To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/
