Information Officer – PANSW

Employment Status: Full time temporary contract of 12 months with likely extension

Applications Close: 5pm, 1 st October

Overview:

The Police Association of NSW (PANSW) represents the industrial interests of police officers in NSW. It provides representation and support for individual members and groups of members through participation in the development of Industrial and Human Resource policy, ensuring compliance with agreed conditions of employment and escalating matters to appropriate tribunals such as the Industrial Relations Commission of NSW, Workers Compensation, Anti-Discrimination or Criminal Jurisdictions. It also provides training for members and assists where required in organising branches and empowering groups to be able to participate in the organisational process of the NSW Police Force.

Information Officers are the first point of contact for PANSW within the Information Organising Centre (IOC) and are responsible for the effective and efficient administration of incoming contacts including telephone calls, emails, website enquires, and social media enquiries.

Information Officers are responsible for the effective and efficient administration of incoming communications which include telephone calls, emails, and website enquires. They will assess each communication and either take action to provide correct and up-to-date information to the enquirer or escalate that inquiry on to an Industrial Officer, Organiser, or whoever may be the most appropriate person to deal with a particular issue. They will regularly take the opportunity to increase their knowledge of award provisions, policy and procedures to ensure that as many inquiries as possible can be dealt with within the IOC. Information Officers may also be required to make outbound calls or emails to check member information or arrange attendance at courses or forums.

Information Officers can also relieve in the positions of an Industrial Officer on an agreed basis.

Key activities include:

- Answer all incoming telephone calls in a professional manner and ascertain the particulars of the caller and their business with the Association.
- Regularly check any emails addressed directly to the IOC and check for incoming website enquiries and reply to, or forward them on, as required.
- Complete as many routine telephone or email inquiries as possible by providing information packages or parts of awards, policy and any other reference material.
- Identify any inquiry that requires other than basic interpretation of any award, legislation or policy or may require further representation regarding compliance and escalate that inquiry to the appropriate officer.
- Assist with research when required particularly in locating policy updates and information relating to policing.
- Make outbound calls for the purpose of disseminating or gathering information, or membership matters.
- Ensure that all member contacts are recorded electronically in the Police Association’s case management systems, and that tasks to be escalated are done so quickly to ensure effective customer service for our member and are properly directed.
- Ensure that non-members are identified and provided with the opportunity and assistance in becoming a member of the Police Association.
- Spend time researching, reading and familiarising themselves with any new or altered policy, award, legislation etc which may be relevant to the role of Information Officer.
- Compile and maintain lists of significant branch members and officials to assist teams to maintain up-to-date contacts.
- Assist with upkeep of correspondence and policy documents on internal document drives including scanning of material and saving it on the internal system.

This position requires a significant level of contact with members and external contacts. Sometimes this contact is with members who are experiencing high levels of tension and stress from the particular issue they are calling about. Information Officers will be required to work patiently with the member to ensure that they provide enough information to be able to deal with or appropriately escalate their issue.

Information Officers are required to be conversant with a significant number of documents including policies, Awards and legislation. It is critical that the incumbents monitor for any changes to these documents and amend their information holdings accordingly.

It is critical to the business and reputation of the Police Association that a high volume of calls and emails are dealt with efficiently, whilst at the same time providing an adequate response to the member.

Skills and experience

- Previous experience working for a Union or, previous knowledge or experience within a Call Centre environment or area used to fielding a high level of diverse enquiries.
- A qualification associated with Industrial Relations or a similar qualification with a focus on analysing policy or legislation would be an advantage.
- Ability to research, interpret, analyse and communicate information and advice to a member.
- Demonstrated excellent communication skills.
- A demonstrated proficiency with Microsoft Word, Outlook, case management systems and the ability to be able to find documents within a structured electronic file system.
- An understanding of, or experience with, the principles of Industrial Relations.
- A commitment to the principles of unionism and organising.
- Any experience with, or knowledge of, the conditions and entitlements of NSW Police will be an advantage.

Salary and conditions

Competitive salary (figure available on request). 35-hour work week with 9-day fortnight, superannuation co-contribution scheme, and hybrid office/WFH arrangements available after a period of initial onsite training. Full conditions of employment are provided in the Police Association Salaried Officers Enterprise Agreement 2025, available on request.

How to apply and further information

For a full position description and details on employment conditions, or to apply for the role, please email Katie O’Leary, IOC supervisor at katie.oleary@pansw.org.au

Applications close 5pm on Wednesday 1 st October, and should include an email detailing interest and copy of the applicant’s CV.

The successful applicant will need to agree to a criminal history background and integrity check being carried out and be willing to sign a confidentiality agreement binding for the period of employment and a further twelve months thereafter.

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