Information and Support Line Officer

For over 25 years, Bravehearts has been a leading voice in child protection. The impact of our work drives us towards our Vision of a world where people, communities, and systems all work together to protect children from sexual abuse. We are dedicated to creating a brighter, safer future where children are free from sexual harm.

We are currently seeking an experienced and professional Information and Support Line Officer to join the Bravehearts team, based at our Arundel Head Office. The Bravehearts Information and Support line is the frontline service for our community. In this role, you will be the first point of contact to help identify and address the caller’s needs and triage all referrals. This is a part time position, working 4 days (30.4 hours) per week, on a fixed term basis until 30th June 2027. We are flexible on the work days – let us know what suits you in your cover letter.

Key Responsibilities in this role:

• Monitor Bravehearts National Information Line and identify and address the caller’s needs in a professional and compassionate manner.
• Provide accurate information to prospective clients about our services and those services outside of Bravehearts.
• Assess level of risk for callers with a strong focus on identifying any child protection concerns and/or suicide risk.
• Conduct intakes and complete associated administration.
• Record and maintain accurate client records in Bravehearts client and case management systems.
• Proactively monitor and maintain client waitlists.

Skills and experience required to succeed:

• High level administration experience – 3 plus years.
• Demonstrated experience working in a telephone counselling setting and/or experience in handling phone queries.
• The ability to effectively and compassionately communicate with a diverse range of callers, some of whom may present in a heightened emotional state.
• Ability to plan and manage time effectively.
• An understanding of the issues of people impacted by child sexual abuse and trauma.
• An understanding of working within a mandatory reporting framework.
• Must have or be willing to apply for a Working with Children Check (Blue Card) and National Police Certificate.
• Demonstrate Bravehearts’ values of Integrity, Respect, Energy, Empathy and Bravery.

Why join the Bravehearts team?

• You will play a key role in advancing our mission to prevent and treat child sexual abuse.
• You’ll join a supportive and compassionate team that, despite the seriousness of our work, know how to have fun and create a positive environment.
• We pay in line with the SCHADS award, and this role is classified at social and community Level 2 (plus super, plus salary sacrifice).
• Not-for-profit salary packaging ($15,900 tax free) plus meals and entertainment benefits salary packaging. Reduce the amount of tax you need to pay = more money in your bank account each pay!).
• Enjoy bonus self-care, professional development and birthday leave days.
• Free onsite car parking
• Access to discounts, cashback and other perks through our HRIS, Employment Hero.
• Confidential support through our employee assistance program and wellbeing services.
• We are an organisation that genuinely cares about its people.

How to apply?

• Please include a covering letter with your application that summarises your experience across the key responsibilities, and outlining your preferred work days.
• We encourage you to access the full position description on our careers page before applying: https://bravehearts.org.au/careers/positions-available/
• If you need us to make any special adjustments so that you can fully participate in our recruitment process, please either outline them in your application or confidentially via recruitment@bravehearts.org.au

Bravehearts is unwavering in our commitment to the safety and wellbeing of all children and young people accessing our services.  We act without hesitation to ensure the legal rights of all children and vulnerable persons are maintained. 

Bravehearts is committed to fostering a truly inclusive and diverse workplace that is dedicated to fostering a culture where every voice and every child is valued, respected, and safe from harm.  We warmly encourage applications from Aboriginal and Torres Strait Islander peoples, as well as individuals from all diverse or minority backgrounds, to join us in creating safe, supportive environments that make a real difference in the lives of children and families.

Bravehearts is a child-safe organisation and we have a zero tolerance to any form of child abuse. All Bravehearts employees must have a current Working with Children Check (relevant to the state/territory where the work is being completed) and a satisfactory National Criminal History Check. These will need to be completed prior to commencement.