Work options: Work From Anywhere Be part of something that matters At Telstra Health, our vision is to realise a connected and improved digital health experience for all. Backed by Telstra, we use technology and innovation to transform healthcare delivery at scale, enhancing experiences for patients, clinicians and communities. In addition to our digital health solutions, we deliver critical Family, Domestic and Sexual Violence (FDSV) services through safe, trauma-informed and compassionate teams. The Support Officer is a frontline administrative role within the Leaving Violence Program (Program), delivered on behalf of the Australian Government. You will support individuals impacted by domestic and family violence by providing clear information, timely assistance and practical support to help them access financial and safety-related assistance. The Program forms part of the National Plan to End Violence against Women and Children 2022-32 and complements broader services working to end gender-based violence. Our commitment and Program principles The Program is underpinned by four main principles: Trauma-informed: Individuals receive a trauma-informed, person-centred service. Culturally responsive: Individuals receive a culturally informed service, with a specific focus for Aboriginal and Torres Strait Islander peoples. Accountable: Telstra Health is responsible and transparent to the Department of Social Services Ethical: Telstra Health operates with honesty and integrity, is trusted and diligent. These principles reflect and respond to each victim-survivor’s experience of intimate partner violence. Through them, the Program empowers choice and autonomy while delivering safe, high-quality and person-centred support. What’s the opportunity? Join a nationally significant program at a critical point of impact. As a Support Officer, you will provide high-quality administrative support and clear guidance to individuals accessing financial and practical assistance. You will work within a purpose-driven team committed to professionalism, compassion and service excellence. About the role You will contribute to safe and effective service delivery through accuracy, responsiveness and professionalism. Your responsibilities include: Responding to enquiries via phone and web in an empathetic and professional manner. Providing clear information about Program eligibility and available supports. Assisting with administrative queries for case updates. Troubleshooting payment card issues, login access and password resets, escalating where required. Maintaining accurate and timely records in Salesforce. Ensuring documentation aligns with privacy requirements and trauma-informed principles. Managing sensitive conversations calmly and professionally. Identifying trends and opportunities to improve processes and client experience. Participating in ongoing training and development. Promptly escalating any clinical, risk or safety concerns to appropriately credentialed clinical team members to ensure timely risk assessment and safety planning. Please note: This is a non-clinical, administrative support role. Support Officers do not provide counselling, case management or therapeutic interventions. Clinical, safety and practice-related matters are escalated to appropriately credentialed team members. About you You are empathetic, composed and detail-oriented, with the ability to manage sensitive conversations confidently and respectfully. You bring: Strong verbal and written communication skills. The ability to remain calm in emotionally complex situations. Cultural capability and commitment to inclusive, culturally safe practice. Strong organisational skills and attention to detail. Professional judgement and discretion when handling confidential information. Qualifications Certificate IV or Diploma qualification (essential). Qualification in social, behavioural or criminology sciences, or community services (desirable), or currently working towards completion. Experience 1–2 years’ experience in a call centre, customer service or community support role. Experience managing sensitive or emotionally charged conversations with discretion and confidentiality. Proven ability to remain calm and professional in fast-paced or high-pressure environments. Experience working with diverse communities and contributing to culturally safe and inclusive spaces. Knowledge and understanding of the effects, causes and dynamics of domestic and family violence (Desirable). Familiarity with trauma-informed practice (Desirable). Skills Experience using call centre platforms and CRM systems (e.g. Salesforce, Genesys Cloud), with strong digital literacy and the ability to quickly learn and confidently navigate multiple systems. Ability to troubleshoot payment card and account access issues. Proficiency in Microsoft Office (Word, Excel, Outlook). High level of data accuracy and ability to maintain confidential records. Sound understanding of privacy and information security requirements. Strong conflict resolution and de-escalation skills. Clear and professional communication across phone, email and web channels. Pre-Employment Requirements Appointment to this role is subject to the successful completion of required background and compliance checks, including but not limited to: Current Working With Children Check (WWCC). National Police Check (NPC). Verification of right to work in Australia. Any additional probity or screening checks required for government-funded programs. Why join Telstra Health? A fast-paced, dynamic environment focused on continuous improvement. Genuine opportunities for internal growth and career progression. 30% discount on Telstra services. 24/7 confidential Employee Assistance Program (EAP) support. Employee rewards program with discounts across retail, health and entertainment. Multiple leave options including 16 weeks gender-equal paid parental leave, Family and Domestic Violence leave, Cultural leave, Volunteer leave, Study leave and the option to purchase additional leave. Our commitment to diversity, equity and inclusion We are passionate about creating an environment that’s inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability, to apply. Even if you don’t meet every requirement listed above, we encourage you to apply today or contact us at Recruitment@health.telstra.com to discuss your interest. Applications will be assessed and shortlisted as they are received — so apply today! We are a Circle Back Initiative Employer — we commit to responding to every applicant.