Reception Services Officer Position Details
Classification: VPS 2
Salary Range: $62,104 - $79,753 (full-time equivalent per annum) plus superannuation
Location: Portland Office, 16 Julia Street, Portland ****
Reports to: Reception Supervisor
Classification: VPS 2
Salary Range: $62,104 - $79,753 (full time equivalent per annum) plus superannuation
Employment Status: Part‐time (0.5 FTE, negotiable), Ongoing
Location: Portland Office, 16 Julia Street, Portland ****
Reports to: Reception Supervisor
The Department of Families, Fairness and Housing is seeking a dedicated Reception Services Officer to join our Wimmera South West team in Portland. This critical position serves as the first point of contact for our department, providing essential support to clients, the general public, and service providers across our diverse community.
As a Reception Services Officer, you will play a vital role in creating a welcoming and professional environment while delivering high‐quality customer service through our telephone system and front reception counter. You will work as part of a supportive team, utilizing strong communication and interpersonal skills to assist individuals with their enquiries, provide accurate information, and connect them with appropriate services and resources. This position offers the opportunity to make a meaningful difference in people's lives while developing your skills in a purpose‐driven organization committed to creating equal opportunities for all Victorians.
This part‐time ongoing role (0.5 FTE, negotiable) is based at our Portland Office and offers the chance to contribute to community wellbeing and social recovery across the Wimmera South West region, which encompasses ten local government areas and serves approximately 149,000 residents.
Key Responsibilities
Deliver high‐quality telephone and reception counter service to clients, service providers,



and members of the public with professionalism and courtesy
Greet and acknowledge all visitors and callers promptly, establishing the purpose of their contact and providing appropriate responses or referrals
Assist clients who may be distressed, angry, or confrontational with empathy and professionalism, implementing security procedures when required
Maintain effective working relationships and liaise professionally with staff at all levels across the department
Utilize a range of information and communication technology systems effectively to support service delivery
Provide administrative support through various functions as directed to support the area's operations
Maintain accurate and complete records of work activities, client contacts, and referrals in accordance with legislative requirements and departmental policies
Contribute to operational service delivery policy and process development as part of the Reception Services team
Work collaboratively as an effective team member to deliver quality, timely customer service
You will bring
Strong communication and interpersonal skills with the ability to interact professionally with diverse individuals and groups
Demonstrated customer service experience with the ability to maintain a welcoming and professional manner
Ability to assess enquiries and provide appropriate information, responses, or referrals
Proficiency in using information and communication technology systems




Ability to work effectively as part of a team in a collaborative environment
Strong organizational skills with attention to detail and accuracy in record‐keeping
Ability to remain calm and professional when dealing with challenging situations
Understanding of privacy, confidentiality, and information security requirements
What We're Looking For
We seek a compassionate and professional individual who is committed to providing exceptional service to our community. The ideal candidate will demonstrate respect for diversity, maintain composure in challenging situations, and take a helpful, client‐focused approach to every interaction. You will thrive in a team environment and be motivated by the opportunity to support vulnerable community members in accessing vital services.
About Our Department
The Department of Families, Fairness and Housing is dedicated to community wellbeing and social recovery across Victoria. We work to create equal opportunities for all Victorians to live safe, respected, and valued lives through bold and innovative reform. Our department encompasses Child Protection, Family Safety Victoria, Homes Victoria, Housing, Disability, Seniors and Carers, as well as key portfolios including LGBTIQA+ Equality, Veterans, and the offices of Women and Youth.
We are building an inclusive workplace that embraces diversity and difference. All jobs can be worked flexibly, and we actively encourage applications from Aboriginal and Torres Strait Islander people, people living with disability, LGBTIQA+ individuals, veterans, and people from varied cultural backgrounds.
We are an equal opportunity employer and value diversity.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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📌 Reception Services Officer (Portland)
🏢 Victorian Department of Families, Fairness & Housing
📍 Portland