The Support Officer manages high-volume interactions with victim-survivors via phone and digital channels to provide information and support. They are responsible for documenting case information, coordinating appointments, and escalating risks while maintaining trauma-informed service standards.
Provide real-time trauma-informed guidance, mentoring, and operational support to practitioners handling complex family and domestic violence cases. Oversee risk assessments, safety planning, and the approval of financial support packages to ensure high-quality service delivery.
Provide short-term, trauma-informed telephone support to victim-survivors of intimate partner violence to assist with safety and stability. Conduct risk and needs assessments, develop safety plans, and manage documentation in accordance with program KPIs.
Provide counselling services as a first responder within a 24/7 roster. Support individuals in need through clinical interventions and assessments.
Provide trauma-informed support and counselling via phone, video, web chat, and SMS in a fast-paced contact centre. Conduct risk and safety assessments while connecting service users with appropriate pathways to safety.
Manage and govern leave policy compliance by identifying and resolving violations. Coordinate with employees, managers, and HR to ensure adherence to organizational policies and maintain accurate records.
Manage the end-to-end contract renewal lifecycle for the PowerHealth portfolio, including tracking expiries and driving proactive timelines. Act as the primary contact for customers to lead negotiations, ensure retention, and identify growth opportunities.
