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
Skilled 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 Professional 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 escape 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
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
*****% 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 ****
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise *******and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
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📌 Professional Support Officer (Brisbane)
🏢 Dfp Recruitment
📍 Brisbane