Client Support Officer (4 roles) - The Orange Door (VPSG3)

Job posted: 17/06/2022
Applications close: 03/07/2022 (Midnight)
8 days remaining

8 days remaining

Job Description

Location: Melbourne | Western Metropolitan

Job type: Full time

Organisation: Family Safety Victoria

Salary: $72,751 - $88,336

Occupation: Other

Reference: VG/DFFH/FSV/CW/615920

Reference: VG/DFFH/FSV/CW/615920

Occupation: Other

Salary Range: $72,751 - $88,336

Work location: Melbourne | Western Metropolitan

The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe, respected and valued life.

Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTQI+ equality, veterans, women and youth. The work we do benefits thousands of Victorians, particularly those who are disadvantaged and vulnerable.

We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across metropolitan, rural and regional Victoria.

We are committed to developing and supporting a workforce that is well equipped and highly motivated. All jobs can be worked flexibly, and we encourage applications from Aboriginal and Torres Strait Islander people and people from diverse backgrounds and abilities. .

If you’re having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), please don’t hesitate to get in touch with the contact person listed on the ad.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)


  • Committed to providing high quality service delivery to clients?
  • Able to communicate sensitively and effectively in complex and challenging situations?
  • A high performing team player with a collaborative approach?

An exciting opportunity exists for a Client Support Officer (4 roles) VPS3 – The Orange Door on an Ongoing. Full-time (76 hours per fortnight) basis in The Operations Unit. 

Operations Unit

The Operations Unit establishes, leads and develops the operations of The Orange Door and the Central Information Point, ensuring a focus on client outcomes, local area context, issues and strengths, continuous improvement in service quality and performance, effective resource management and ensuring that the services are delivering on Victoria's reform agenda for family violence and child and family services. The Branch delivers this through partnership with government, sector and agency partners at a statewide and area level.

Hubs will bring together different workforces and practices to create an integrated Hub team and a consolidated intake point in each Hub area to create a new way of support for:

  • Women, children, young people and families experiencing family violence
  • Perpetrators of family violence 
  • Families in need of support with the care, development and well-being of children.

This will be achieved by drawing on the expertise of Community Services Organisatons and bringing together workers from organisations that currently: 

  • Receive police referrals for women who are victims of family violence
  • Receive police referrals for perpetrators of family violence (known as ‘Enhanced Intake Services')
  • Receive child wellbeing referrals 
  • Provide the Child FIRST service
  • Deliver other relevant services as appropriate, such as those delivered by Aboriginal services.

The Hubs Team will include a mix of staff employed by Family Safety Victoria and staff employed by Community Services Organisations, Aboriginal services and Department of Families, Fairness and Housing.  For each launch site the size of the team will vary to reflect the local needs. 

Client Support Officer 

The Client Support Officer provides a first point of contact for people accessing the services of The Orange Door (Support and Safety Hub).  Operating within the Hub Support Team, the Client Support Officer will respond to face-to-face, electronic and telephone enquiries from members of the public and partner agencies, providing responsive and timely advice and connections to services. The position will work closely with the Hub workforce to address client needs at first contact and provide tailored responses to client enquiries.

The ability to respond effectively and inclusively to clients accessing the services of the Hub, and to demonstrate honesty and integrity in all interactions, underpins success in this role.

As our ideal candidate, you will be required to demonstrate:

  • Communication Skills
  • Self-management
  • Customer Service
  • Responsiveness
  • Planning and Organisation

For more information on the accountabilities and key selection criteria, qualifications and/or requirements for the role please refer to the attached Position Description.


The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its workers and clients. The department may require its employees to be fully vaccinated against preventable diseases such as the current coronavirus (COVID-19) based on Pandemic (Workplace) Order 2022 (No. 8) directions as issued and updated from time to time. Vaccination requirements may differ from role to role based on their risk category and the duties performed. The department's policy (attached) outlines the risk categories and requirements for employees working for the department. Where relevant, proof of immunisation status may be required.  For this role, you are required to submit proof of vaccination prior to commencement. Please refer to the attached policy for more information - DFFH COVID-19 Mandatory Vaccination policy.


All VPS employees (and ex-VPS employees with extended access to the Jobs and Skills Exchange website) MUST apply via the Jobs and Skills Exchange (JSE) <https://jse.vic.gov.au/user/login?destination=/new-home-page> portal.

Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria. 

Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process. 

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

Click 'Apply Now' to submit your interest in this position.

Client Support Officer (4 roles) - The Orange Door (VPSG3)

Job type:

Full time

Job classification:



Tilly O’Rourke | tilly.orourke@familysafety.vic.gov.au 0447 809 611

Client Support Officer (4 roles) - The Orange Door (VPSG3)