Aboriginal Enquiry Officer

3 weeks ago

Wollongong, Australia NSW Government -Southern HDDSEM Full time

**Aboriginal Enquiry Officer (Identified)**

**Housing Contact Centre**

**Location: Bega**
- **Industry leading training and career development**:

- **1 x Ongoing Full-Time**:

- **Satellite Office Location: Bega**:

- **Clerk Grade 5/6, Salary ($87,493 pa - $96,540 pa), plus employer’s contribution to superannuation and annual leave loading**:

- **A talent pool will be created for future ongoing and temporary roles**

To meet the needs of Aboriginal communities in appropriate ways, it is important to have senior client service officers who are Aboriginal people. As an Enquiry Officer, you will have the opportunity to:

- provide an Aboriginal perspective
- advocate on behalf of Aboriginal people in your community
- build strong relationships with partner agencies to support and strengthen families and cultural connections
- use cultural knowledge to help inform and shape service delivery

**About us**

The Department of Communities and Justice (DCJ) was formed in 2019 with the merger of two former departments Family and Community Services (FACS) and Justice.

**About the Agency**

Housing Services, an agency of The Department of Communities and Justice, directly supports approximately 800,000 people every year and reaches a further million people through local community-based programs.

Housing Services is one of the largest providers of social housing in the world, providing a range of housing solutions to meet the needs of today’s community.

In partnership with the community, industry and individuals we provide safe, decent and affordable housing opportunities for those most in need so that they can live with dignity, find support if needed and achieve sustainable futures.

**About the role**

This is an Ongoing role in accordance with the Government Sector Employment Act 2013.

The Housing Contact Centre (HCC) is a 24/7 contact centre operation of approx. 320 staff. The HCC office is located in Liverpool, with a satellite office in Broken Hill and Bega. The centre delivers phone support to NSW clients with access to social housing services, including Link2home crisis accommodation, Social Housing Applications and Rentstart bond loan service.

The centre manages the Aboriginal Enquiry line (AEL), Which Provides Culturally appropriate services to clients over the phone between 8:30 am - 4:30 pm weekdays.

An important part of this role is to work within a team of Aboriginal Enquiry Officers to closely oversee the AEL service and work with internal and external stakeholders to provide this service to our Aboriginal and Torres Strait Islander clients. While the enquiry line is primarily handled by Aboriginal and Torres Strait Islander Client Service Officers (CSO), this role will be to manage escalations, as well as lead the AEL line toward future change and development.

**Duties**
- Lead Aboriginal client issue and inquiry resolution process from point of referral to the AEO by Aboriginal CSOs to completion to ensure timely response within service standards.
- Monitoring AEL service as a whole including statistics, to ensure all calls are actioned properly with timely resolution, and provide relevant advice when needed to Senior Operations Managers (SOMs), Service Managers and Team Leaders.
- Provide advice and/or make appropriate referrals to assist Aboriginal clients with complex support and housing needs in accessing appropriate support services.
- Collaborate with Aboriginal housing providers/AHO as needed to achieve appropriate outcomes for clients.
- Seek out and actively manage key internal and external stakeholder relationships in the local area based on open and regular discussions and feedback.
- Facilitate indigenous training - including training in AEL, local management of the Aboriginal, cultural awareness project, and related matters. Share specialised knowledge and coach/mentor and guide team members to strengthen effectiveness in managing competing client needs, and compliance with relevant legislation.
- Identify development and training needs for client service teams and provide on the job training, mentoring and guidance to client service staff to ensure Aboriginal clients’ specific needs are understood and appropriate services are delivered.
- Mentor AEL team members to further develop skills and general knowledge required.
- Collaborate with internal service areas as well as other agencies and service providers to broker services for individual clients, which requires a high degree of sensitivity and professional empathy.
- Provide cultural advice across all HCC services, by providing feedback to SOM and Team Leaders about matters referred to the AEL from CSO’s containing incorrect information or processes, with the aim to educate CSOs more deeply about Aboriginal housing issues to improve culturally sensitive service delivery for Aboriginal clients.

**Please see below YouTube video link for more information about the role of a Client Service Officer within the team.**

*

  • Aboriginal Enquiry Officer

    3 weeks ago

    Wollongong, Australia NSW Government -Southern HDDSEM Full time

    **Aboriginal Enquiry Officer** **Housing Contact Centre** **Location: Bega** - **Industry leading training and career development**: - **1 x Ongoing Full-Time**: - **Satellite Office Location: Bega**: - **Clerk Grade 5/6, Salary ($87,493 pa - $96,540 pa), plus employer’s contribution to superannuation and annual leave loading**: - **A talent pool...

  • Aboriginal Client Service Officer

    3 weeks ago

    Wollongong, Australia NSW Government -Southern HDDSEM Full time

    **Aboriginal Client Service Officer** **Housing Contact Centre** **Location: Bega** - **Industry leading training and career development**: - **Generous leave entitlements**: - **5 x Ongoing Full-Time**: - **Satellite Office Location: Bega**: - **Clerk Grade 2/4, Salary ($70,151pa - $81.158pa), plus employer’s contribution to superannuation and...

  • Aboriginal Commissioning

    3 weeks ago

    Wollongong, Australia NSW Government -Southern HDDSEM Full time

    **Aboriginal Commissioning and Planning Officer** **Clerk Grade 7/8** **Location: Nowra** **Ongoing role available** - **Location: Nowra**: - **Clerk Grade 7/8**: - **Salary ($99,431 - $110,064 pa), plus employer’s contribution to superannuation and annual leave loading**: - **Industry leading training with ongoing career development and...

  • Customer Care Consultant

    3 days ago

    Wollongong, Australia New Start Full time

    We have an exciting opportunity for a **customer care consultant** to work at our site located in **Wollongong NSW.** **This is an Indigenous - identified position. Applicants must be of Aboriginal or Torres Strait Islander descent (pursuant to Section 14 (d) of the Anti-discrimination act)** Key Responsibilities - Ensuring that all customer enquiries are...

  • Aboriginal Youth Justice Caseworker

    7 months ago

    Wollongong, Australia NSW Department of Communities and Justice Full time

    Division: Northern CPPYJ- Location: Wollongong, NSW, AU, 2500- Req ID: 64774**Aboriginal Youth Justice Caseworker -** **Wollongong Youth Justice Community Office,** **Youth Justice** - **Ongoing, Full time**: - **Location: Wollongong**: - **Clerk Grade 6/7, Salary ($100,011 - $109,194 pa), plus employer's contribution to superannuation and annual leave...

  • Aboriginal Youth Justice Caseworker

    7 months ago

    Wollongong, Australia NSW Government -Department of Communities and Justice Full time

    **Aboriginal Youth Justice Caseworker -** **Wollongong Youth Justice Community Office,** **Youth Justice** - **Ongoing, Full time**: - **Location: Wollongong**: - **Clerk Grade 6/7, Salary ($100,011 - $109,194 pa), plus employer's contribution to superannuation and annual leave loading** **This position is open to Australian Aboriginal and Torres Strait...

  • Field Officer 3/4 Identified

    7 months ago

    Wollongong, Australia NSW Government -National Parks & Wildlife Full time

    **Aboriginal Identified Opportunity**: - **Field Officer 3/4 Identified**: - **Package includes salary $68,174 - 72,606, employer's contribution to superannuation and 17% loading for working weekends and public holidays**: - **Ongoing full-time role**: - **Located in Eden** **_ Do you want to work to make a difference for NSW?_** **_ Working to protect...

  • Aboriginal Mental Health Clinician

    4 months ago

    Wollongong, Australia Illawarra Shoalhaven Local Health District Full time

    **Employment Type**: Permanent Full Time **Position Classification**: Social Worker Level 1/2, Occupational Therapist Level 1/2, Registered Nurse or Psychologist **Remuneration**: $70,049.73 - $109,397.00 per annum **Hours Per Week**: 38 **Requisition ID**: REQ519564 **Applications Close**:29 September 2024 **This is a position identified for Aboriginal or...

  • Account Manager

    2 weeks ago

    Wollongong, Australia New Start Full time

    **Permanent Full-Time role, Wollongong based servicing the Northern Territory**: - **Join an iconic business, leaders in industrial & safety supplies**: - **Great employee benefits, with a fully maintained company vehicle** A fantastic opportunity has become available for a motivated, passionate and results driven **Account Manager** to join our high...

  • Aboriginal Custodial Mental Health Clinician

    8 months ago

    Wollongong, Australia NSW Government -Justice Health & Forensic Mental Health Network Full time

    **Employment Type**: Various - Full time and Part time options **Position Classification**: Clinical Nurse Specialist Gde 2; Counsellor Level 2; Psychologist; Occupational Therapist Level 3; Social Worker Level 3; Registered Nurse (RN 2-8); **Remuneration**: dependent on classification / qualification *** **Hours Per Week**: up to 38 **Requisition ID**:...

  • Administration Officer

    7 months ago

    Wollongong, Australia Unitech Solutions Full time

    **Administration Officer** We are seeking a full time, enthusiastic administrator to join our Wollongong team. You will be responsible for the first impressions of our business, as well as providing administrative support to the Sales, Service & Programming teams. The successful applicant will need to have a positive attitude, an enthusiastic work ethic &...

  • Customer Service Officer

    1 week ago

    Wollongong, Australia APG Workforce Full time

    12 - Month Contract - Government Role - $31.53 Per Hour + Super - Wollongong Location + WFH APG is currently seeking an experienced Customer Service Officer for a 12 Month contract within a Wollongong Government Sector. - **$31.53 Per Hour + Super**: - **12 Month Contract with high possibility of extension**: - **Wollongong Location**: - **_The roles are...

  • Aboriginal and Torres Strait Islander Ahm Customer

    3 days ago

    Wollongong, Australia Medibank Full time

    **About ahm** Simple, easy and affordable. That’s our mission for health insurance. We take a straightforward approach to creating positive experiences for our customers. So, our people are straightforward too. We are people who care about delivery, we like disruptive ideas and challenging what is considered ‘normal’. We work flexibly, and look after...

  • Support Officer

    3 days ago

    Wollongong, Australia CGC Recruitment Full time

    Offices are based in Wollongong - 3 month contract opportunity - high possibility of thus role being extended - Rate of pay is $35 per hour + super We are looking for Student Support Officers to join our client, an NSW State government agency, on a contractual basis. - 3-month contract opportunities with the NSW State Government - Offices are based in...

  • Project Support Officer

    3 days ago

    Wollongong, Australia NSW Government Full time

    **Project Support Officer - NSW Government** - Wollongong location/hybrid - Hybrid role - $45.93ph + super - Full time, Monday to Friday - **Immediate start**: - 6 month initial contract with view to extend This large Government organisation requires a Project Support Officer with outstanding administration skills, offering a supportive environment with...

  • Call Centre

    2 days ago

    Wollongong, Australia Talent Web Full time

    Wollongong Location - Hybrid Flexibility with Work From Home - 12 month contract with possible extension We are working with a department in the Government who are seeking motivated and customer-oriented individuals to join their teams as Call Centre Operators/Customer Service Representatives. - **$31.53 Per Hour + Super**: - **12 Month Contract with high...

  • Administration Support Officers

    2 days ago

    Wollongong, Australia Alexander Appointments Full time

    $32 per hour + Super | 35hours per week - NSW State Government | Hybrid - Wollongong + WFH - ASAP Start | Estimated 3-month assignment, potential to extend - **$32 per hour + Super | 35hours per week**: - **NSW State Government | Hybrid - Wollongong + WFH**: - **ASAP Start | Estimated 3-month assignment, potential to extend** **About Alexander...

  • Community Corrections Officer

    3 weeks ago

    Wollongong, Australia NSW Department of Communities and Justice Full time

    Division: Communities and Justice- Location: Wollongong, NSW, AU, 2500 Nowra, NSW, AU, 2541- Req ID: 60183**Community Corrections Officer - Wollongong & Nowra** **About you** Applicants will need to understand the NSW criminal justice system and have the ability to demonstrate case planning and management skills. They will also need to understand the needs...

  • Shared Services Support Officer

    3 days ago

    Wollongong, Australia Alexander Appointments Full time

    $39.15 per hour + Super | 40hours per week - NSW State Government | Wollongong Location - ASAP Start | Estimated 3-month assignment, strong potential to extend - **$39.15 per hour + Super | 40hours per week**: - **NSW State Government | Wollongong Location**: - **ASAP Start | Estimated 3-month assignment, strong potential to extend** **About Alexander...

  • Education Support Officer

    7 months ago

    Wollongong, Australia NSW Government -TAFE NSW Full time

    Several Temporary Full-Time **Education Support Officer** roles available based at the Albury, Wagga Wagga, and Wollongong campuses - Support teachers and build engagement with learners studying Electrotechnology or Refrigeration TAFE NSW has over 500,000 annual enrolments and sets the benchmark for quality education in Australia. Join our innovative,...