Make a real difference in the working lives of health workers as a Member Support Officer at the Health Workers Union (HWU). This is a hands-on role for someone who believes in fairness, understands the power of advocacy, and is ready to stand up for working people every day.

The HWU represents health workers across Victoria — from hospitals and aged care to disability and pathology. Our Member Support Team operates as the call centre and casework hub for the union — the first point of contact for members when they need help. Whether it’s a dispute over rosters, a disciplinary issue, or just understanding their rights, we’re there to support and empower them.

You’ll spend your day taking calls from members, providing advice, opening and managing cases, and communicating directly with HR departments and employers. You’ll be part of a close-knit, values-driven team working collaboratively with organisers and industrial staff to defend rights, resolve issues, and make workplaces fairer.

Key Responsibilities

• Answer calls from members and provide timely, accurate advice on workplace rights and entitlements
• Open and manage casework files, supporting members through disciplinary processes, roster changes, and disputes
• Provide advice using enterprise agreements, awards, and relevant legislation
• Communicate directly with employers and HR on behalf of members
• Record and update cases in our internal CRM system
• Contribute to a strong, supportive team culture focused on solutions and member advocacy

What We’re Looking For

We’re looking for someone who cares deeply about fairness and can bring empathy, clarity, and confidence to every conversation. You’ll need to be a great listener, quick to learn, and capable of handling complex situations with professionalism and calm.

You should be:

• A strong communicator, confident and clear over the phone
• Empathetic, calm under pressure, and able to build trust quickly
• Comfortable reading and interpreting EBAs, awards, and policies
• Organised, reliable, and able to manage multiple member cases at once
• Technically competent using Office, CRM systems, and other workplace tools
• Committed to standing up for workers and growing your skills along the way

Helpful Backgrounds (Not Essential)

• Experience in a union, advocacy, or employment-related support role
• Background in healthcare, aged care, disability, or a similar sector
• Familiarity with industrial relations or employment law

What We Offer

• Full-time, in-office role based in Abbotsford
• 5 weeks annual leave
• Opportunity to work flexibly or at a reduced FTE
• Tools of trade and ongoing training and development
• A values-aligned, supportive workplace where your voice and contribution matter
• The chance to make a real impact every day in the lives of working people