Support Workers - National Contact Centre Fixed Term until June 2027 (T3)

Oranga Tamariki—Ministry for Children; Auckland; On-site; NZD 68,000 - 76,000; Full time

Job summary

Oranga Tamariki—Ministry for Children in Auckland is offering fixed-term positions within the National Contact Centre (NCC). The NCC operates 24/7 to support tamariki and whānau, with day and after-hours shifts including weekends.

The NCC Support Worker will screen, record and progress contacts, supporting social workers and ensuring accurate information management. These roles require flexibility across shifts (including evenings and weekends) and collaboration with social workers and

Qualifications

• Experience in community work or supporting people in need.
• Experience in dealing with emotionally challenging situations.
• Excellent verbal and written communication skills.
• Ability to work collaboratively with peers and stakeholders.

Responsibilities

• Screening calls and updating records as part of casework.
• Gathering and recording information to support timely social work decisions.
• Responding to requests and reports with accurate documentation.
• Providing information sharing support and maintaining records per requirements.
• Using systems to maintain records and support service delivery.
• Building relationships with colleagues, professionals and community partners.
• Coordinating afterhours service delivery and escalation when needed.
• Identifying issues and escalating for further assessment or action.

Skills

Written communication

Verbal communication

Interpersonal skills

Calm under pressure

Cross-cultural awareness

Tools

Microsoft Office

Job description

• Multiple Fixed-Term positions available until June 2027
• Based in our National Contact Centre – Grey Lynn Auckland
• Opportunities available across both Business Hours and Afterhours teams
• Competitive remuneration starting between $68,371.00 - $75,501.00 depending on experience.

Oranga Tamariki have exciting new opportunities available for those who are looking to change up and develop their career pathways, making a meaningful contribution to the wellbeing of tamariki, rangatahi and whānau.

These Fixed Term positions have been established to provide consistent and reliable operational support to the National Contact Centre frontline Social Work teams and to respond to sustained service demand across the Motu.

Mō te tūnga | About the role

The Oranga Tamariki National Contact Centre (NCC) operates 24/7, providing services for tamariki and whānau. During business hours, the NCC offers advice, shares information and manages reports of concern regarding tamariki and whānau. After hours, the team responds to urgent child welfare concerns and youth justice matters.

The NCC Support Worker role will provide structured support across the National Contact Centre, assisting with the screening, recording, and progression of contacts from the public, professionals, and other stakeholders. The role supports Social Workers with workflow to ensure information is accurately captured and managed. This role requires flexibility to work across our 24/7 operation.

This role is essential to the service journey and will receive, record and support contacts to Oranga Tamariki, contributing to information gathering and related support tasks that assist service responses and assessment activity within agreed scope.

There are opportunities to work Saturday and Sunday day shifts, as well as evening shifts. There may also be options for different working arrangements, such as 4 x 10-hour shifts or 5 x 8-hour shifts.

The role supports Social Workers and other professionals, providing support and escalating matters where required. Some activities will involve working under the guidance and direction of statutory social workers.

Day-to-day responsibilities will include:

• Provide a range of casework related activities including screening calls, updating records, analysing information and much more.
• Gathering, analysing and recording information to support Social workers timely and informed decision-making.
• Responding to requests, enquiries and reports, ensuring information is accurate, appropriately recorded and progressed.
• Providing information sharing support, including managing requests and maintaining accurate records in line with legislative and practice requirements.
• Using a range of systems and tools to maintain records, document information and support service delivery.
• Building and maintaining positive relationships with colleagues, professionals, community partners and other stakeholders.
• Supporting afterhours service delivery by responding to requests and coordinating activities in line with established processes.
• Identifying and escalating issues, risks and concerns requiring further assessment, action or decision-making.
• Contributing to a collaborative team environment focused on achieving positive outcomes for tamariki, rangatahi and whānau.

Ngā pūmanawatanga ōu | What you will bring

This is a high‑trust, safety‑critical children’s worker role, requiring sound judgement, emotional resilience, and a high level of reliability. We're looking for applicants with some of the following skills, experience and qualifications:

Experience:

• Working in the community assisting or supporting people in need.
• Working with Māori and/or Pasifika cultures.
• Experience in dealing with emotional situations and being empathic to people's challenges and stresses.
• Excellent verbal, written and interpersonal communication skills.
• Ability to work in collaborative peer and other stakeholder relationships.

Skills:

• Well- developed written and verbal communication skills and effective interpersonal skills.
• Able to maintain a calm professional demeanour in emotionally complex situations, with the ability to maintain performance under stress.
• Understanding and appreciation of cross-cultural practices in particular; knowledge of tikanga Māori, and Pacific peoples' culture.
• Ability to manage sensitive and confidential information in an appropriate manner.
• Ability to uphold the principles of Te tiriti ō Waitangi and demonstrate this in practice.
• Intermediate level of competence across the Microsoft Suite.

Nōu te rourou | What's in it for you

This is your opportunity to apply your skills and experience to the wellbeing of tamariki and rangatahi. We offer a competitive remuneration package starting at $68,371 to $75,501 as well as significant training and professional development so that you can thrive and grow. We welcome diversity and are committed to working in an inclusive and respectful way. To see all the benefits of working for Oranga Tamariki, please visit

Applications close Tuesday 3rd November 2026.

If you are interested in any of our vacancies, please ensure that you make yourself familiar with our code of conduct as it sets out our expectations for our kaimahi and requires you to present at work free from the influences of both drugs and alcohol.