Community Services Officer

Department: Helpline and DV Line; Liverpool; Hybrid; AUD 85,000 - 93,000; Full time

Benefits offered by this job

Flexible work arrangements

Training and development opportunities

Health & Wellbeing programs

Competitive pay and conditions

Job summary

The Department of Communities and Justice NSW is seeking a Community Services Officer in Liverpool to join the 24/7 Child Protection Helpline. You will be the first point of contact for safety reports and general inquiries, providing initial intake and triage to route cases to the right teams.

Work is hybrid with rosters across weekdays and weekends. A TAFE Diploma in welfare/community services, a valid driver’s license, and strong verbal and written communication are essential.

Qualifications

• TAFE Diploma in welfare/community services or equivalent.
• Valid driver’s licence.
• Excellent verbal and written communication.
• Ability to prioritise multiple tasks in a fast-paced environment.
• Professional, empathetic and resilient when dealing with vulnerable people.

Responsibilities

• Provide initial intake and triage for reports and inquiries.
• Determine appropriate outcomes and route reports to the right teams.
• Support Helpline staff with case coordination and information delivery.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Team support

Education

TAFE Diploma in Welfare/Community Services

Tools

Genesys

Salesforce

MS Teams

Microsoft Office

Job description

Department: Helpline and DV Line – Liverpool NSW

$84,659 - $92,701 a year

Hybrid

2d ago , from Department of Communities and Justice NSW

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.

Pre-employment checks

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.

Application instructions

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, we would like 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.

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.

Inclusion and Diversity

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.

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.