The Team Leader - Information and Referral Team supervises and supports a team who provide information and referrals to victims of crime and assistance to agencies that support victims. The team delivers the service predominantly via telephone, although there is some face-to-face contact with victims.

Job details

Key responsibilities

• Demonstrate cultural capability and/or a commitment to developing cultural capability to ensure an inclusive culture that aligns with the Human Rights Act 2019 and supports departmental programs and community partnerships aimed at preserving cultural connections for Aboriginal and Torres Strait Islander peoples.
• Supervises a team to provide:
  a) accurate, clear and appropriate information to victims of crime and other stakeholders primarily by telephone, including information about the Victims of Crime Assistance Act 2009.
  b) appropriate and effective referrals to enhance victim support.
• Supports the team to maintain their well-being though promoting awareness of vicarious trauma, ensuring staff are appropriately trained and ensuing adequate debriefing opportunities.
• Achieves results and performance measures, using sound judgment, understanding factors impacting performance, implementing improvements and initiating remedial action as required.
• Understands and provides advice on complex operational policy and legislative issues relating to the provision of assistance and the administration of the Victims of Crime Assistance Act 2009.
• Maintains a current knowledge of available services to a wide variety of clients and ensuring the team make appropriate referrals.
• Develops effective working relationships with colleagues and external government and non-government stakeholders to ensure effective delivery of service.
• Supports staff to deal with more complex enquiries and/or challenging behaviours from clients.

Applications to remain current for 12 months.

Job Ad Reference: QLD/702210/26

Closing Date: Friday, 9th October 2026

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 702210 26 - Role Description (Word, 132KB)
  
  
  702210 26 - Candidate Information Pack (Word, 614KB)