FAS Administration officer

About the role

The Victims of Crime Client Services & Applications Officer provides frontline support to individuals seeking assistance through the Victims of Crime Financial Assistance Scheme (FAS). The role is responsible for assisting applicants throughout the application process, ensuring accurate documentation, maintaining client records, and delivering compassionate, trauma-informed customer service to people who may be experiencing distress or hardship. The officer acts as a key contact point for applicants, legal representatives, support agencies, and internal stakeholders, ensuring applications are processed efficiently, accurately, and in accordance with legislative, policy, and procedural requirements.

Key responsibilities

• Act as the first point of contact for clients seeking information regarding Financial Assistance Scheme (FAS) applications
• Provide accurate information regarding eligibility requirements, application processes, supporting documentation, and assessment timelines
• Deliver professional, empathetic, and trauma-informed support to victims of crime and their representatives
• Respond to telephone, email, and face-to-face enquiries within established service standards
• Liaise with applicants, support services, legal practitioners, government agencies, and healthcare providers as required
• Assist clients to complete and submit FAS applications
• Review applications for completeness and accuracy
• Request and obtain supporting documentation from applicants and external stakeholders
• Maintain accurate electronic and physical records in accordance with privacy and information management standards
• Monitor application progress and update clients on the status of their applications

About you

• Demonstrated experience in a client-facing administrative, customer service, community services, legal, government, or social services environment
• Strong interpersonal and communication skills with the ability to engage sensitively with vulnerable clients
• Experience processing applications, records, or case administration within established procedures
• High level of attention to detail and accuracy
• Ability to manage competing priorities and maintain deadlines
• Strong computer literacy including Microsoft Office and case management systems
• Understanding of privacy, confidentiality, and information security requirements
• Ability to work effectively within a team and independently
• Certificate IV or higher qualification in Community Services, Business Administration, Justice, Legal Studies, Social Work, or a related field; or equivalent relevant experience
• Experience working with victims of crime, vulnerable persons, or individuals experiencing trauma (desirable)