Support Officer – Leaving Violence Program Remote

Transform Digital Healthcare with Telstra Health

At Telstra Health, we’re shaping the future of healthcare with connected solutions that make care safer, faster, and more seamless. From hospitals and clinics to aged care and community programs, our technology empowers teams to deliver better care—wherever it’s needed. 

Trusted across programs like 1800RESPECT, the Leaving Violence Program, and the National Cancer Screening Registry, we connect care in ways that truly make a difference. 

About the Leaving Violence Program  

The Leaving Violence Program provides financial and other support to help individuals who have left, or are leaving, a partner who uses violence. It is part of the Australian Government’s commitment to ending gender-based violence. 

At Telstra Health, we are proud to partner with the Australian Government to deliver this national program. It is delivered in a trauma-informed and person-centred way, prioritising safety, choice, and respect. The program is culturally responsive, with a strong commitment to Aboriginal and Torres Strait Islander peoples, and is accountable to the Department of Social Services, ensuring transparency and compliance. All services are delivered ethically, with integrity, professionalism, and care. 

About the role 

As a Support Officer, you’ll provide responsive, accurate, and empathetic support to individuals accessing the Leaving Violence Program. You’ll help resolve enquiries, provide program information, and ensure people can access the assistance they need safely and efficiently. 

This role is ideal for someone who thrives in a fast-paced, high-volume environment and is motivated by purpose-driven work. 

 What you’ll be doing 

• Providing calm, professional support via phone and digital channels  
• Responding to enquiries and providing clear information about the program and supports available  
• Managing case updates, system access issues, and general troubleshooting  
• Supporting digital payment card and service-related enquiries  
• Coordinating appointments and warm transfers to specialist teams when needed  
• Maintaining accurate and confidential records in CRM systems  
• Ensuring all interactions are trauma-informed, respectful, and compliant  

About you 

We're looking for people who are passionate about supporting others and thrive in a fast-paced, high-volume contact centre environment. You will bring:

• Demonstrated experience working in a high-volume contact centre or call centre, managing back-to-back inbound and/or outbound calls while delivering exceptional customer service.
• Experience supporting customers through complex, sensitive or emotionally challenging conversations, with the ability to remain calm, empathetic and professional.
• Strong verbal and written communication skills, with the ability to build rapport, actively listen, and communicate clearly with people from diverse backgrounds.
• Proven ability to accurately document conversations while navigating multiple systems, including CRM and case management platforms, in a fast-paced environment.
• Excellent organisational skills, with the ability to prioritise competing tasks, manage your time effectively, and maintain a high level of attention to detail.
• The ability to follow established policies, procedures and legislative requirements, work within scope, and appropriately identify and escalate risk when required.
• A commitment to providing an inclusive, culturally safe, trauma-informed and person-centred service to victim-survivors from diverse communities.
• The ability to meet quality and service delivery expectations while managing a high-volume workload.
• Availability to work full-time (37.5 hours per week), Monday to Friday, across rostered shifts between 8:00am and 6:00pm.
• The ability to work 100% from home with a private, secure workspace, reliable high-speed internet, and a commitment to maintaining confidentiality.
• Holds a current Working with Children Check (WWCC), or the equivalent check applicable to the state or territory in which you will be employed, prior to commencement.
• Able to successfully complete all required pre-employment screening, including a National Police Check (NPC), reference checks, right to work verification, qualification verification (where applicable), and any other required employment checks prior to commencement.

Perks & Benefits 

• Free Telstra mobile & plan (eligible employees only) 
• 25% off Telstra products & services 
• 16 weeks paid gender-equal parental leave + extra leave options 
• Career breaks, study support & ongoing learning programs 
• Free 24/7 professional support for you & your family 
• Employee rewards program: discounts on shopping, gyms, movies, health insurance & more 

We’re committed to inclusion. Aboriginal and Torres Strait Islander people, individuals from all backgrounds, and those living with or caring for someone with a disability are encouraged to apply. Even if you don’t tick every box, we want to hear from you. 

We’re a Circle Back Initiative Employer - you’ll get a response for every application. 

Apply today to join a team that’s making a real difference in healthcare. 

To learn more about the Leaving Violence Program, click here, and discover how Telstra Health is improving lives through digitally enabled care here.