Community Services Officer

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

Benefits dieser Stelle

Training and development opportunities

Health & Wellbeing programs

Flexible, autonomous work environment

Zusammenfassung

The NSW Department of Communities and Justice is recruiting through a talent pool for future ongoing or temporary roles in Liverpool. The Community Services Officer role handles 24/7 child protection helpline intake and triage, guiding reports to the right outcomes while delivering front-line customer service.

Applicants should have a TAFE Diploma in welfare/community services or equivalent, a valid driver’s license, and strong communication skills.

Qualifikationen

• TAFE Diploma in welfare/community services or equivalent.
• Australian driver's license is required.
• Ability to provide compassionate customer service in demanding situations.
• Proficiency with Microsoft Office and collaboration tools.

Aufgaben

• Provide initial intake and triage for reports and inquiries.
• Determine outcomes and route to appropriate services.
• Support Helpline staff with information and processes.
• Deliver high-quality customer service in challenging scenarios.

Kenntnisse

Excellent communication

MS Office suite

MS Teams

Genesys familiarity

Salesforce CRM familiarity

Ausbildung

TAFE Diploma in welfare/community services

Tools

Microsoft Suite

MS Teams

Genesys contact centre

Salesforce CRM

Jobbeschreibung

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

Location: Liverpool

$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.

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.

What We Offer

• 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.

Application close

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

Contact information

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

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.

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