Introduction

Safe Steps is the only 24/7, family violence response centre in Victoria, providing a “state-wide entry point” for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat, and access to supported crisis accommodation.

Our vision is safety, support and respect for all victim-survivors of domestic and family violence.

Our practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.

Description

THE ROLE The Client Services Support Worker will provide service based support by liaising between the Crisis teams, accommodation and transport businesses and organising related documentation, services, actions and purchases including material needs for clients as well as providing administrative support to the Intake & Assessment team.

ROSTER

Friday: 2pm - 10pm

Saturday: 2pm - 10pm

Sunday: 2pm- 10pm

Responsibilities

Service based support

- Book safe accommodation and other support services for clients in collaboration with frontline staff.
- Provide support with accommodation-related issues, including but not limited to room changes, meal or voucher concerns, safety concerns, and complaints from or regarding accommodation providers.
- Coordinate and support accommodation changes, including the transportation of essential items to emergency accommodation.
- Provide administrative and operational support to the Intake & Assessment and Brief Intervention teams.
- Distribute and monitor Safe Steps material aid, including but not limited to welcome packs, donations, safe phones, transport passes, and shopping vouchers.
- Ensure the accuracy of documentation, booking records, SHIP data, and administrative processes to support reporting and funding requirements.
- Prepare booking documentation and complete data entry and system updates.
- Process invoices and maintain accurate financial records in accordance with organizational procedures.
- Establish and maintain strong partnerships with accommodation providers through effective engagement, onboarding, training, and ongoing support.




- Develop and maintain positive relationships with key stakeholders, suppliers, and accommodation providers, ensuring victim-survivor needs remain central to all decision-making.
- Respond effectively to crisis situations by maintaining composure, exercising sound judgement, and adapting to changing priorities while supporting positive outcomes for victim-survivors.
- Work effectively in a fast-paced and dynamic environment, managing competing priorities while maintaining accuracy and productivity across multiple software applications, databases, and online platforms, including Microsoft Excel, Microsoft Teams, and SHIP.

Other

- Perform other duties consistent with the position where required and/or requested by management from time to time.
- Promote and uphold Protected Steps' values of integrity, diversity, and empowerment.
- Implement strategies to ensure a welcoming and protected environment for all clients and staff, including those from the LGBTIQ+ community, CALD, Aboriginal and Torres Strait Islander and people with disabilities
- Engage in continuous quality improvement (CQI) to enhance service delivery and governance, ensuring inclusivity and equity.
- Collaborate with services to provide comprehensive support for the LGBTIQ+, CALD, Aboriginal and Torres Strait Islander and Disabilities Communities. Complete mandatory and other training as required
- Complete mandatory and other training as required.

Adhere to all organisational policies and procedures, including all workplace health and safety measures.

Skills and Experiences

Essential

ESSENTIAL SELECTION CRITERIA

- Demonstrated experience in a similar role including serviced based/client support and administrative support
- Demonstrated ability to work in a challenging and demanding environment, including working within agreed timeline parameters and maintaining boundaries




- Well-developed oral and written communication skills including ability to communicate effectively with a diverse range of cultural and social groups
- Capacity for self-motivation, ability to cope with changing work functions with a ‘can-do’ attitude
- Ability to maintain accurate and confidential records and reports
- Ability to lift and carry medium weight articles
- Willingness to commit to the living expression of safe steps values; courageous, feminist, empowering, ethical respectful, collaborative, reflective.
- Experience in promoting diversity, inclusion, and equity within an organisation.
- Understanding of the unique challenges faced by priority groups including the LGBTIQ+ community and strategies to address them.
- Willingness to commit to the living expression of Safe Steps values; Integrity, Diversity and Empowerment.
- A current Working With Children Check
- Willingness to undergo a National Police Check

Desired

- Qualifications in administration and community/social services
- Understanding of specialist family violence sector in Victoria
- Understanding of feminist theory and contemporary family violence practice including the gendered nature of violence, social justice principles, crisis intervention and working with traum

WHY JOIN US? Be part of Victoria’s only 24/7 statewide family violence response centre Make a meaningful impact supporting victim‑survivors through crisis and early recovery

Supportive supervision, reflective practice, and continuous training

Inclusive, values‑driven workplace committed to staff wellbeing

SCHADS Award Level 4 remuneration with generous salary packaging.

INTERESTED? APPLY TODAY!

If this sounds like the role for you then click 'Apply Now' to submit your application.

Applications will be assessed as they are received and may close early once a suitable candidate is found.

Your application will not be considered unless you provide a cover letter and a Resume.

Safe Steps is an organisation committed to an inclusive and accessible workplace for all. We strongly encourage applications from Aboriginal and Torres Strait Islanders, people with disabilities, those from diverse cultural, linguistic, and religious backgrounds, all ages, LGBTQIA+ people, and those with a diversity of experiences.

📌 Client Services Support Worker (Melbourne)
🏢 Safe Steps Family Violence Response Centre
📍 Melbourne