Job Description
Support Officer – Leaving Violence Program n
Shape the Future of Connected Care with Telstra Health
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At Telstra Health, we're committed to helping our people build rewarding careers through opportunities to learn, grow and make an impact across our organisation.
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From digital health platforms to trusted social support programs like ****RESPECT, the Leaving Violence Program and the National Cancer Screening Register, our work helps improve lives at scale.
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Join us to do meaningful work where purpose, innovation and real-world impact come together every day.
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About the Leaving Violence Program
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Telstra Health proudly delivers the Leaving Violence Program, a national service supporting victim-survivors taking steps to leave violent relationships and establish lives free from violence.
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Through practical support and financial assistance, the program helps eligible individuals move towards greater safety and independence at a critical point in their lives.
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About the Role
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As a Support Officer in the Leaving Violence Program, you'll be a key point of contact for victim-survivors accessing the service. Working in a fast-paced, high-volume contact centre environment, you'll provide responsive and empathetic support via phone and digital channels.
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You'll respond to enquiries, explain the program and available support, assist with appointments, payments and service-related enquiries, update case information, troubleshoot system issues and connect people with specialist teams when required.
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This role requires you to balance empathy and sensitivity with accuracy, efficiency and the ability to manage back-to-back interactions in a trauma-informed and person-centred way.
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We have a range of opportunities available:
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Full-time – 37.5 hours per week, Monday to Friday, across rostered shifts between 8:00am and 6:00pm
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Part-time – rostered hours based on operational requirements
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Casual – flexible opportunities based on operational requirements
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You can express interest in one or multiple employment types as part of your application.
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What You'll Be Doing
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Managing a high volume of back-to-back interactions with victim-survivors via phone and digital channels
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Providing clear, accurate information about the Leaving Violence Program and helping people understand and navigate the support available
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Responding to a range of enquiries, including appointments, payments, digital payment cards, case updates, system access and service-related issues
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Accurately documenting interactions and updating information across CRM and case management systems while managing conversations in real time
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Coordinating appointments and facilitating warm transfers or escalations to specialist teams when required
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Identifying and appropriately escalating risk, concerns or matters outside the scope of the Support Officer role
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Working within established processes, policies and service standards while delivering trauma-informed, person-centred and culturally safe support
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Balancing empathy and sensitivity with the accuracy, efficiency and pace required in a high-volume service environment
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What You'll Bring to the Role
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Demonstrated experience working in a high-volume contact centre or call centre, managing back-to-back inbound and/or outbound calls while delivering exceptional customer service
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Experience supporting customers through complex, sensitive or emotionally challenging conversations, with the ability to remain calm, empathetic and professional
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Strong verbal and written communication skills, with the ability to build rapport, actively listen and communicate clearly with people from diverse backgrounds
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Proven ability to accurately document conversations while navigating multiple systems, including CRM and case management platforms, in a fast-paced environment
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Excellent organisational skills, with the ability to prioritise competing tasks, manage your time effectively and maintain a high level of attention to detail
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The ability to follow established policies, procedures and legislative requirements, work within scope, and appropriately identify and elevate risk when required
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A commitment to providing an inclusive, culturally safe, trauma-informed and person-centred service to victim-survivors from diverse communities
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The ability to meet quality and service delivery expectations while managing a high-volume workload
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The ability to work effectively within a structured, rostered remote environment, remaining available and actively working for the entirety of your rostered shift
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About You
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To be considered for a Support Officer opportunity, you will need to meet the following mandatory requirements:
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Qualifications – Undergraduate study in a relevant three-year degree, such as Social Work, Community Services, Psychology or Mental Health,



having completed the equivalent of at least the first year of full-time study or currently being in the second or third year; or a Certificate III or above in Community Services, Customer Engagement or a related field
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Working with Children Check – Hold a current Working with Children Check (WWCC), or equivalent check applicable to the state or territory in which you will be employed, prior to commencement
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Private working environment – Have a private and secure workspace that allows you to maintain confidentiality at all times, with no person under 18 present during your working hours
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NBN and connectivity – Have access to a reliable NBN internet connection and be able to connect your Telstra Health device directly to your home router using a wired Ethernet cable at all times while working. Wi-Fi and mobile hotspots cannot be used as the primary connection
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Rostered availability – Be able to commit to and remain available for your agreed rostered working hours. While this is a 100% work-from-home opportunity, the role operates within structured rostered hours and requires your full availability throughout your shift
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Pre-employment screening – Successfully complete all required pre-employment screening, including a National Police Check (NPC), reference checks, right-to-work verification, qualification verification where applicable, and any other required employment checks prior to commencement
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About Us
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Our Leaving Violence Program teams work remotely across Australia, connecting and collaborating virtually as part of their everyday work.
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While our teams work from home, you'll remain connected to your colleagues and work within an established service setting, with the systems, processes and support needed to deliver a consistent experience for people accessing the program.
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You'll work alongside people who care deeply about the services we provide, with opportunities to learn, grow and build your career at Telstra Health.
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Free Telstra mobile & plan for eligible employees
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30% off eligible Telstra home internet
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16 weeks paid gender-equal parental leave + additional leave options
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Career breaks & ongoing learning opportunities
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Free 24/7 professional wellbeing support for you & your family
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Employee rewards with discounts & cashback across shopping, travel, entertainment & more
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Novated Leasing and Salary Sacrifice Options
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We welcome applications from candidates across Australia with valid Australian working rights and value diverse perspectives from people of all backgrounds, cultures, abilities, genders and experiences.
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As a Circle Back Initiative Employer, we're committed to responding to every applicant.
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#J-*****-Ljbffr

📌 Support Officer - Leaving Violence Program (Melbourne)
🏢 Telstra Health
📍 Melbourne