Helpline Supervisor (VPSG4)

Job posted: 24/04/2024
Applications close: 30/05/2024 (Midnight)
8 days remaining

8 days remaining

Job Description

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Justice and Community Safety

Salary: $92,332 - $104,762

Occupation: Community Services

Reference: VG/DJ33449MAY2024

Reference: VG/DJ33449MAY2024

Occupation: Community Services

Salary Range: $92,332 - $104,762

Work location: Melbourne | CBD

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation, or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

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.

For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?

  • Utilise your leadership expertise to provide support and advice to the Victim Services Support and Reform branch
  • Ongoing, Full-Time opportunity to work with a high-performing and passionate team in the Victorian Public Service
  • VPS Grade 4: $92,332 - $104,762 plus superannuation.

About Us:

Victim Services, Support and Reform (VSSR) is a part of the Police, Racing, Victims and Coordination Group of the Department of Justice and Community Safety and is responsible for coordinating a suite of services for victims of crime including funding state-wide services to provide eligible victims with practical assistance, counselling and support through the justice system as well as operating the Victims of Crime Helpline (Helpline).

About the Role:

The Helpline Supervisor's key responsibilities are to manage and support a team of Victim Support Officers (VSOs) who provide informed and up-to-date advice, support and information about victim services and entitlements, and referrals to other services.

The Helpline Supervisor role is required to work flexibly over shifts between 7am to 11pm 7 days per week and will be required to undertake weekend and public holiday shifts as well as on-call duties.

The role works to increase awareness of issues pertaining to crime victimisation and promote evidence-based reforms to achieve required improvements in victim and system outcomes. 

Some of your duties will include:

  • Managing the daily operation of the Helpline including allocation of resources, management of incoming work, communication with staff and stakeholders, handling escalations, completion of reports, auditing outputs and ensuring that Helpline meets daily service targets and functional responsibilities.
  • Leading a team of VSOs to deliver the required outputs and performance through appropriate resource planning, task allocation and staff development.
  • Communicating effectively with Helpline Supervisors and the Helpline Operations Manager, providing appropriate information and managing risk to ensure the efficient operation of the Helpline.

To learn more about this role before applying, please read the attached position description.

About You:

As an ideal candidate, you will possess:

  • An understanding of the Victims Support service system and associated legislation.
  • Experience leading and/or developing a team in a complex service delivery environment.
  • Understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault.


  • A relevant tertiary qualification and/or experience in community services, Social Work, Criminology, Psychology, victim services and/or family violence is desirable.

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 national police checks and misconduct screening.

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.



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.

Helpline Supervisor (VPSG4)

Job type:

Full time

Job classification:



Meagan Copeland on 0409 670 486 | meagan.copeland@justice.vic.gov.au

Helpline Supervisor (VPSG4)