Safe Steps is the only 24/7, family violence response centre in Victoria, providing a “state-wide entry point” for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat, and access to supported crisis accommodation.
Our vision is safety, support and respect for all victim-survivors of domestic and family violence.
Our practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.
Job Description
ORGANISATIONAL CONTEXT
Safe Steps is the only 24/7, family violence response centre in Victoria, providing a “state-wide entry point” for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat and access to supported crisis accommodation.
Our vision issafety, support and respect for all victim-survivors of domestic and family violence.
Our practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.
Our research and advocacy is informed by our practice and promotes the voices and diverse experiences of victim-survivors. We advocate to create systemic change and effective pathways for victim survivors from crisis to safety and recovery. We are courageous, feminist, empowering, inclusive, respectful and reflective in all that we do. Safe Steps employs more than 100 full-time staff, part-time staff, volunteers and students.
The Crisis Response Intake Officer role is based at the Safe Steps head office in North Melbourne. The role is required to work across a rotating roster Monday to Friday between the hours of 7am and 7pm
The Crisis Response Intake Officer is expected to uphold the organisation’s policies and procedures as well as the Department of Families, Fairness and Housing and Health and Human Services Standards, which include the following obligations:
to respect client confidentiality
to obtain consent for the disclosure of information about a client
to inform any client who wishes to make a complaint about the organisation of their right to do so, and to assist them to initiate a complaint
Safe Steps’ locations and unlisted telephone numbers may not be disclosed to any other person except in accordance with service procedures. The locations and unlisted telephone numbers of any high security refuges may not be disclosed to any other person other than in accordance with the instructions of each such service.
POSITION PURPOSE
To support clients by providing professional, specialist telephone assessment, referral, and information services to clients of Safe Steps.
The role will contribute in the following key areas (but not limited to):
Respond to all incoming calls to the Crisis Response Intake and Assessment line
Provide quick responsive assessment of clients’ needs and refer to the appropriate Safe Steps business area
Identifying clients or third parties at high risk, consulting with the Team Manager as required
Data entry tasks to assist the Intake and Assessment team
Undertake professional development.
KEY RESPONSIBILITIES
Engage and support clients in assessing client needs and communicate options for support.
Intake Calls to the relevant and appropriate phone teams, in accordance to process and procedure
Identify clients who may be at risk of harm to self or others and respond within crisis intervention and emergency guidelines of Safe Steps
Undertake data entry within Customer Record Management system (SHIP)
Desired Skills and Experience
KEY SELECTION CRITERIA
Essential
Currently studying or Completed a Diploma in Community Services or Higher
High level of attention to detail
Demonstrated experience working in a fast-paced environment
High level of computer literacy with the ability to pick up new programs and systems quickly
Competent writing ability (case notes etc.)
Ability to work Flexibility across the hours of 7am and 7pm Monday to Friday
Willingness to commit to the living expression of Safe Steps values; courageous, feminist, empowering, ethical respectful, collaborative, reflective
A current Working with Children Check (or willingness to apply)
Willingness to undergo a National Police Check
Completed Covid 19 vaccinations
Highly Regarded
Previous experience working within the Family and Domestic Violence Sector
Previous experience working within a Crisis or Emergency service environment
Previous Experience working within a phone based (Contact Centre Environment)
IMPORTANT INFORMATION
This role is exempt from the provision of the Equal Opportunity Act 2010 which would otherwise require the appointment to this position to be on a non-gender specific basis. Applications for this position will be considered from people who identify as women (Exemption H135/2022).
Safe Steps is a child safe organisation and is committed to ensuring the safety and wellbeing of all children, at all times. All Safe Steps services, programs and practices are in compliance with Victoria’s Child Safe Standards.
Safe Steps recognises that risk management, and the sound and effective implementation of a risk management strategy with associated tools and plans, is a key process in a best practice framework at all levels of the organisation. We are committed to the implementation and maintenance of a formal risk management system in order to provide a sound quality and governance framework that aligns with the Australian Standard for Risk Management (AS/NZS ISO 31000:2018) and ensures there are linkages between risk management and decision making, there is clearly articulated accountability, and there is mandate and commitment from all key staff in the organisation.
Safe Steps is committed to the principles of continuous quality improvement (CQI) in all aspects of its operations, service delivery and governance. We place the highest priority on the safety and wellbeing of those we support and provide services to
All offers of employment are subject to satisfactory background checks including a National Police Check (including international police check if resided continuously in an overseas country for 12 months or more in the last ten years), Working with Children Check, disclosure of previous or current disciplinary action, referee checks, proof of eligibility to work in Australia and qualification checks.
Where background checks are not to the satisfaction of Safe Steps in its absolute discretion, the offer of employment may be retracted or terminated.
If you are offered employment with Safe Steps and are not currently an existing employee, you will be required to disclose full details of any pre-existing injuries or illness that may be affected by the work and/or undergo a health assessment. The disclosure/health assessment is conducted to ensure you have the health and mental capacity to meet the requirements of the position and to identify any adjustments that may need to be made in the workplace. Failing to notify or hiding a pre-existing injury or illness which might be affected by the nature of the proposed employment, could result in that injury or illness being ineligible for future compensation claims.
DIVERSITY, EQUITY AND INCLUSION
We are committed to ensuring diversity, inclusion and equity are embedded throughout our organisation for the benefit of all our clients and our staff. We believe our people are our greatest asset and by supporting and incorporating their diverse talents, knowledge, perspectives and experiences, we can strengthen our relationships with the communities we work with.
Our focus is on eliminating discrimination in the services we deliver and the workplace we provide. Being a diverse and inclusive organisation that supports and enables equity, goes to the heart of our work and supports our strategic intent – “Building an organisation and culture that is supportive, responsive and sustainable”.
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