Enquiries Officer

About the Commission

The Victorian Equal Opportunity and Human Rights Commission is an independent statutory body with responsibilities under Victoria's key human rights laws - the Equal Opportunity Act 2010, the Charter of Human Rights and Responsibilities Act 2006 and the Change and Suppression Practice Prohibition Act 2021.

Our vision is for a fair, safe, and inclusive Victoria where every person is respected and treated with dignity. We work with others to eliminate inequality and build a community that respects and promotes human rights and equal opportunity.

We are a small and buzzing organisation that embraces the VPS values: Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership and Human Rights.

Our teams are filled with highly motivated, conscientious, and collaborative people who love what they do and uphold our values. We know that our work has the greatest impact when it is informed by diverse experiences and perspectives.

For more information on working with us please visit https://www.humanrights.vic.gov.au/

About the Role

The Enquiries Officer role sits within the Enquiry Service and is supported by the Senior Advisor Dispute Resolution and Enquiries. The Enquiry Officer is required to respond to the needs of a diverse range of people who contact the Commission and provide a service which is timely, trauma informed, inclusive and culturally safe.

The Enquiry Service provides people with information about the Commission's functions as well as their rights and responsibilities under the Equal Opportunity Act 2010, Racial Religious Tolerance Act 2001, Change or Suppression (Conversion) Practices Prohibition Act 2021 and the Charter of Human Rights and Responsibilities Act 2006. This service is the frontline contact point for the Commission and manages a large volume of enquiries received by phone and email. Prompt and tailored responses are required from this service as well as referrals to other organisations if the Commission is unable to assist.

The role is an opportunity to:

• Provide a timely response to enquiries made via phone, email and in writing which seek information on State equal opportunity, vilification and human rights legislation and the dispute resolution service.
• Provide information to a diverse range of people by communicating effectively on complex and sensitive matters in a way that is responsive to and inclusive of their needs and backgrounds.
• Manage a high-volume workload, setting priorities and meeting organisation performance standards.
• Keep accurate and complete records of work activities in accordance with legislative requirements and the Commission's records, information security and privacy policies and obligations.
• Assist members of the public to formulate their complaints, ensuring inclusive and accessible services that support vulnerable individuals to participate in the dispute resolution process.
• Assist in the identification and reporting of emerging, systemic or other issues of interest. Escalate matters as appropriate

About you

To be successful in this role, you will have:

• Knowledge and understanding of the Victorian Equal Opportunity and Human Rights Commission and its laws, or the ability to attain this knowledge quickly.
• Prior experience in a front-line complaint handling role and proficiency in the use of telephone systems, case management systems, including real time data entry, are highly desirable
• Provide service excellence by ensuring services delivered are of superior quality, addressing issues promptly and effectively and encouraging team members to take pride in their work and seek to continually improve service provision

How to Apply

Please click the Apply button on this advertisement. Applications should include a resume and covering letter addressing the key selection criteria. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

We strongly encourage Aboriginal people, people from culturally and linguistically diverse backgrounds, and people with disabilities to apply.

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.

Commission policy stipulates that salary upon commencement is paid at the base of the salary range for the relevant grade.