Intake officer - Staff Safety

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/DE/PES/1947613

The Customer Support Advisor contributes towards an effective service support function. The incumbent engages stakeholders to deliver exceptional customer assistance, providing timely support and offering high-quality service solutions to resolve inquiries effectively.

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Branch

The Work-related Aggression and Violence Employee Supports (WAVES) branch was established in January 2026 to lead the department's systems and supports for preventing and managing work-related aggression and violence, including sexual harassment and gendered violence.

WAVES delivers frontline services to schools through safety planning, training and capability building, funding safety improvements, and case coordination for complex cases. WAVES also delivers strategic and reform initiatives to strengthen legislative, policy and operational systems for work-related aggression and violence prevention and response, including the School Community Safety Orders Scheme. WAVES work closely with a range of regional and central teams delivering student and staff safety and wellbeing supports to schools.

About the Role

The Customer Support Advisor is located in the WAVES (Work-related Aggression and Violence Employee Supports) branch within the Employee Safety and Wellbeing Division (ESWD).

The Customer Support Adviser role will work within WAVES – Training, as well as supporting whole of WAVES branch intake and triage processes. WAVES – Training is tasked with building skills and capability in preventing, deescalating and ensuring safety in response to student behaviours of concern. Skills are developed through training and coaching, including the safe and effective use of protective interventions in accordance with relevant Ministerial Orders and policies.

The Customer Support Advisor role responsibilities, which may change over time, include:

- Support the Manager – WAVES – Training in establishing the WAVES Training Service, including service delivery design and implementation, recruitment, and establishment of administrative processes.

- Support effective contract management and administration for externally sourced WAVES Training services.

- Support the WAVES branch daily administration duties, including managing a shared branch inbox and phone line

- WAVES triaging, referrals and escalation coordination

- Strong case management and record keeping practices including in matters than may be subject to legal proceedings or FOI requests

- Responding to information and advice requests by phone or email, including direct contact from schools and referrals from region

- Financial tasks such as processing reimbursements, invoicing and expense reimbursements where required

- Supporting the implementation of key branch priorities including legislative and policy reform, development of resources and guidance for schools and communications to schools on WAVES support services.

- Stakeholder consultation and communication, maintaining and improving stakeholder relationships to support the work of WAVES within the division and with key external stakeholders, including through Secretariat functions for key meetings

- Using strong writing skills, develop papers, financial reports and other written collateral to support the aims of the division.

Attributes

To be successful in the role, you will have demonstrated customer service experience, be highly organised, adaptable, responsive and empathetic. You will possess a collaborative, constructive approach with colleagues, build strong relationships and network s across the department, and external relationships to strengthen outcomes. You will have a proactive, problem-solving focus.

Desirable Qualifications and Experience

• Highly desirable: Proficiency in Microsoft Office Suite and/or other service case management systems and a willingness to learn and adapt to new technologies, including financial systems.
• Proven ability to deliver exceptional service consistently, exceeding customer expectations in a dynamic environment.
• Exceptional communication skills, both written and verbal, with a commitment to active listening and clear articulation.
• Strong teamwork and interpersonal skills, to create a collaborative and supportive environment.

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au .

For further information pertaining to the role, please contact WAVES Complex Cases Manager, Tamara Howard: Tamara.Howard@education.vic.gov.au

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on 30 September 2026

Applications close Wednesday 30 September 2026 at 11.59pm

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