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 a Professional Support Officer, you will provide compassionate, trauma-informed information and practical support to people experiencing complex circumstances. You will respond through phone, chat, email and SMS channels. You will identify individual needs, explain available options and connect people with appropriate government and community services. The work may involve exposure to distressing material, so personal resilience and healthy coping strategies are essential.

As the Skilled Support Officer, you will:

- Provide victim-centred information, advice and practical support

- Respond to enquiries through 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 relevant 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

About You

- A recognised tertiary qualification in Social Work or Behavioural Sciences

- Strong communication and relationship-building skills

- Experience supporting people facing complex or challenging circumstances

- An understanding of trauma-informed and culturally responsive practice

- Ability to remain calm, compassionate and effective under pressure

- Sound judgement when assessing needs, triaging enquiries and making referrals

- Strong attention to privacy, consent and accurate recordkeeping

- Flexibility to travel between Brisbane sites and work rostered shifts (if required)

What’s On Offer?

- Yearly salary of $ $77,252 - $98,093

- 12.75% employer superannuation and 17.5% annual leave loading

- A 12-month contract with possible extension

- Employee wellbeing support, including access to a confidential assistance program

There are 20 Temporary positions available. Applications to remain current for 12 months. Closing date: 15 October 2026

Apply online via the www.smartjobs.qld.gov.au website and upload your:

- Resume: This should include the contact details of at least one referee who has thorough knowledge of your conduct and work performance within the previous two years.

- A brief letter (2 page maximum) telling us why you are interested in this role. We would also like you to tell us how your experiences will enable you to demonstrate the behaviours described in ‘About You’ and how this will enable you to help deliver on the Professional Support Officer’s responsibilities as listed under the section ‘Your responsibilities’ including relevant examples.

📌 Professional Support Officer (Zillmere)
🏢 Dfp Recruitment
📍 Zillmere