Social Services Regulator
The Social Services Regulator (SSR) is an independent statutory authority that exists to safeguard the rights of children and young people as well as people who use social services in Victoria.
The SSR regulates the Social Services Standards, the Child Safe Standards (for organisations without a sector specific co-regulator as well as the social services sector), and also administers the Worker and Carer Exclusion Scheme (WCES), Reportable Conduct Scheme (RCS) and Working with Children Check (WWCC) scheme and NDIS Worker Screening Check.
The Social Services Regulator takes an integrated and intelligence driven approach to identifying, preventing and excluding unsafe people from working with children and young people, as well as ensuring organisations that work with children and young people keep children safe from abuse and harm by meeting the Child Safe Standards.
As a co-regulator of the Child Safe Standards, the Social Services Regulator works with other co-regulators of the Child Safe Standards including the Department of Health, Victorian Registration and Qualifications Authority (VRQA), Victorian Early Childhood Regulation Authority (VECRA), and Workforce Inspectorate Victoria to keep children safe from harm and abuse.
THE ROLE
The Social Services Regulator (SSR) Contact Centre helps the SSR to be an accessible and responsive regulator by being the first ‘point of contact' for the public across a range of schemes designed to build a safer environment for children and young people, and Victorians accessing social services.
The Team Leader, SSR Contact Centre provides operational management of the Contact Centre to respond effectively to phone and email enquiries, providing information about SSR regulatory functions and connecting enquirers with relevant intake teams.
The SSR takes a ‘no wrong door' approach and will actively help callers reach the right place if we are not the appropriate point of contact.
The Team Leader role includes people leadership of Contact Officers in an environment where SSR Contact Centre staff may engage with challenging and confronting subject matter.
We are looking for someone who:
- is an excellent communicator and always seeks to find the best possible solution
- demonstrates experience in supporting and administering business systems/processes
- prioritises work effectively to deliver on pressing business needs
- forges useful partnerships with people across business areas, functions and organisations
- actively seeks to improve others' skills and talents by providing constructive feedback, coaching and training opportunities.
ACCOUNTABILITIES INCLUDE
Day-to-day your responsibilities will include:
- Operational management of the SSR's incoming enquiry function (phone calls and email), including rostering and managing a small team of contact centre staff.
- Leading the development of information flows, procedures and knowledge capture to inform the delivery of enquiry line functions, including the line management of staff.
- Maintaining effective relationships with internal and external stakeholders to ensure collaboration and timely information sharing within the SSR and with other authorities as appropriate.
For more details, please open the position description.
HOW TO APPLY
Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.
For more information on working with us and our recruitment process, please contact SSR HR at [email protected].
Please apply to submit your interest in this position.