Helpline Lead

Description:

* Utilise your Call Centre expertise to provide support and advice to the Victim Services, Support and Reform branch
* An Ongoing, Full-Time opportunity to work with a high-performing and passionate team in the Victorian Public Service
* VPS Grade 4: $95,102 - $107,905 plus superannuation.
Lead the Line. Change Lives.
At the Victims of Crime Helpline, we step up for victims of crime and victim-survivors of family violence - and we need strong, steady leaders to guide our frontline Helpline team. We're looking for two Helpline Leads with deep trauma-informed and family violence practice experience,
who know how to lead with empathy and think clearly under pressure.
You're a natural people leader who builds trust, sets clear direction, and supports a team to do deeply important work - day in, day out.
What you'll bring:
* At least 4 years proven experience leading high-performing teams
* Strong grounding in family violence and trauma-informed practice, including MARAM training to the comprehensive level
* Operational confidence in complex, fast-moving environments
* The ability to lead with calm, clarity, and care
What we offer:
* A bold, values-driven culture
* Practice support, reflective practice, and leadership development
* A chance to lead purpose-driven work that truly matters
The Victims of Crime Helpline is ready for you. Step into impact. Apply now.
About the Business Unit:
Victim Services, Support and Reform (VSSR) is a part of the Police, Racing, Victims and Coordination Division of the Department of Justice and Community Safety and is responsible for coordinating a suite of services for victims of crime, including information, support and referral service for all victims of reported and unreported crimes through the Victims of Crime Helpline (Helpline), as well as funding state-wide services to provide eligible victims with flexible case management services to meet the practical, emotional and psychological needs of victims to help manage the effects of crime.
The Helpline offers information, support and referrals and is the first step for victims of crime to access free services in Victoria. The Helpline is pivotal in linking victims to services, ensuring they receive personalised, timely and appropriate support to manage the effects of crime. The Helpline is also the state-wide service providing support and referrals for male victims of family violence, primarily through responding to L17 reports received from Victoria Police. The Helpline operates 7 days a week and is located in the Melbourne CBD. Operating hours of the Helpline are 8am-7pm Monday to Friday and 9am-5pm on weekends and public holidays.
About the Role:
The Helpline Lead's key responsibilities are to coordinate and support a team of Victim Support Workers (VSWs) who provide informed and up-to-date advice, support and information about victim services and entitlements, and referrals to other services, including the Victims Assistance Program (VAP) if eligible.
Some of your duties will include:
* Overseeing daily operations of the Helpline, ensuring efficient workflows and equitable distribution of cases among team members, including arranging Helpline team meetings
* Providing real-time practice guidance on complex cases, supporting staff in applying trauma-informed, victim-centred approaches in line with the Family Violence Multi Agency Risk Assessment and Management Framework (MARAM) and other frameworks.
* Providing a comprehensive start-of-shift briefing and end-of-shift debrief to staff on duty, addressing operational priorities, challenges, and successes.
The Helpline Leads are required to work flexibly over shifts 7 days per week including weekends and public holidays and to undertake on call arrangements when requested by management.
To learn more about this role before applying, please read the attached position description.
About You:
As our ideal candidate, you will possess:
* At least four (4) years of paid practice experience in the family violence sector or a specialist family violence service and with victims of crime.
* Experience working with male victims of family violence is preferred but not essential.
* Understanding of the Victims Support service system and associated legislation as well as the broader service system (such as legal, mental health, and housing services).
Qualifications/Requirements:
Mandatory Qualifications - these are essential to the role and typically required for consideration:
* A Bachelor of Social Work or equivalent formal learning, including holding a Bachelor degree or above; or equivalent qualification. Qualifications must align with the Mandatory Minimum Qualification Requirements for Specialist Family Violence Workers (Recommendation 209).
For more information, please refer to: https://www.vic.gov.au/mandatory-minimum- qualifications-specialist-family-violence-practitioners
* Family violence training: Completion of the MARAM Framework, FVISS, and CISS training, with expertise in risk assessment and predominant aggressor identification.
Desirable Qualifications - these are additional qualifications that would enhance a candidate's suitability but are not strictly required:
* Training in cultural competence and frameworks for supporting diverse communities (e.g., First Nations, CALD, LGBTQIA+).
* Mediation or conflict resolution training.
To learn more about the Technical Expertise you will require before applying, please read the attached position description.
How to Apply:
Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
The successful candidate will be required to undergo pre-employment checks which may include reference checks, national police checks and misconduct screening. Dependant on the role, other checks may include VicRoads checks, drivers licence checks, medical checks, Working with Children Checks, and Declaration of Private Interests (for executive and responsible officer roles).
If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.
IMPORTANT INFORMATION:
CHILD SAFE STATEMENT OF COMMITMENT:
The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.