The Channel Delivery teams within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected customer services.

The Victims Advocate Service will provide victim centred support across multiple channels and support delivery of the Victims Advocate Service pillars of Engage, Inform & Advise, Connect and Improve.

As The Professional Support Officer, You Will

- Provide victim-centred information, advice and support to members of the public contacting Victims Advocate Service through multiple channels including phone, chat and email/SMS.
- Use established trauma informed and culturally responsive processes to identify individual circumstances, vulnerabilities, support needs and appropriate referral options into government and non-government support services.
- Adapt communication and service delivery to individual communication, accessibility and cultural needs in accordance with approved service practices.
- Provide transparent and accurate information,



undertake triage in accordance with approved procedures, recognise when matters require escalation, and offer options and practical support including assistance to navigate forms, applications, services and relevant justice or support pathways.
- Accurately record and maintain interactions, case notes, actions, referrals and outcomes in the Victims Advocate Service CRM, applying established privacy, consent and information sharing requirements to support safe and consistent service delivery.
- Facilitate referrals to appropriate government and non-government services, in accordance with established referral pathways including warm transfers and other agreed referral processes where appropriate.
- Contribute to team goals, service improvement activities and operational feedback to improve Victims Advocate Service delivery outcomes and efficiency.
- Provide information and collaborative support to internal stakeholders in relation to established Victims Advocate Service process and service delivery requirements.

Applications to remain current for 12 months. Occupational group Customer Service/Call centre

📌 Professional Support Officer (Victims Advocate Service) (Brisbane)
🏢 Department of Customer Services, Open Data and Small and Family Business
📍 Brisbane