Community Services Officer

NSW Department of Communities and Justice; Liverpool; Hybrid; AUD 85.000 - 93.000; Vollzeit

Benefits dieser Stelle

Flexible, autonomous work environment

Training and development opportunities

Health & Wellbeing and Employee Assist

Zusammenfassung

The NSW Department of Communities and Justice seeks a Community Services Officer in Liverpool, NSW, to support the 24/7 Child Protection Helpline with intake and triage of reports. The role forms part of a talent pool for ongoing and temporary opportunities, offering hybrid work arrangements.

Responsibilities include determining outcomes for calls and providing empathetic customer service to vulnerable children and families, while assisting Helpline staff and meeting essential pre-employment

Qualifikationen

• TAFE Diploma in a relevant field, welfare/community services or equivalent.
• Excellent verbal and written communication.
• A valid driver’s licence.
• Ability to work rostered shifts across weekdays and weekends (6am–midnight; weekends 6am–10pm).
• Proficient in Microsoft Suite and MS Teams; Genesys and Salesforce CRM experience is highly regarded but not essential.
• Previous contact centre experience is highly regarded but not essential.

Aufgaben

• Provide initial intake and triage for reports and appropriate distribution.
• Determine the most appropriate outcome for incoming calls.
• Deliver customer service in challenging situations and support Helpline staff.

Kenntnisse

Verbal communication

Written communication

Microsoft Office

MS Teams

Genesys (desirable)

Salesforce CRM (desirable)

Customer service

Ausbildung

TAFE Diploma in a relevant field

Tools

Microsoft Suite

MS Teams

Genesys

Salesforce CRM

Jobbeschreibung

Department/Agency: Department of Communities and Justice

Community Services Officer

This is a Talent Pool recruitment for future Ongoing and Temporary opportunities that may arise.

Location: Liverpool, NSW, AU, 2170

Grade 3/4: $84,659 - $92,701 pa plus superannuation and annual leave loading

Flexible working includes a hybrid work home and work from office arrangement

Your role

The Community Services Officer operates within the Child Protection Helpline, a 24/7 multi-channel contact centre. The Community Services Officer is the first point of contact for reports of safety concerns and harm to children and young people, as well as general inquiries about the Department.

What you’ll do

As the first point of contact, you will provide initial intake and triage for appropriate distribution of reports. You will determine the most appropriate outcome for incoming calls and provide customer service in response to complex and challenging situations for vulnerable children and families. You will be responsible for providing a number of services, not just to our callers but also to our Helpline staff.

What we’re looking for

• The ability to work rostered shifts across weekdays (6am - midnight) and weekends (6am - 10pm).
• A TAFE Diploma in a relevant field, welfare/community services and/or relevant work experience deemed to be equivalent.
• A valid driver’s licence.
• Passionate, resilient and highly empathetic when providing customer service.
• Excellent verbal and written communication.
• The ability to prioritise multiple tasks in a fast-paced environment.
• Proficient in Microsoft Suite and communication tools like MS Teams. Previous experience with Genesys contact centre telephony programs and Salesforce CRM is highly regarded but not essential.
• Previous contact centre experience is highly regarded but not essential.

Appointments are subject to reference checks and the following pre-employment checks:

• National Criminal History Record Check in accordance with the Disability Inclusion Act 2014.
• Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career.
• Flexible, autonomous work environment.
• Competitive pay and conditions.
• Training and development opportunities to build and maintain capabilities.
• Health & Wellbeing and Employee Assistance Programs.

Want more information?Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Applications close

Tuesday, 17 November 2026 at 11:59pm AEST.

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Peter Garland on 0475 835 361 or via email to [e-mail].

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please contact Ashlee Roberts via email as a preference to [e-mail] or on 02 9765 4083.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit our careers site.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

Thank you for your interest in this role. We look forward to receiving your application.

The Welcome Experience

Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience