Community Services Officer

Division: Northern CPPYJ- Location: Liverpool, NSW, AU, 2170- Req ID: 69146**NSW Department of Communities and Justice**

**Community Services Officer**

**Location - Liverpool**

**Employment - Ongoing opportunity**

**Salary - $79,032 -$86,539 plus super**

**Your role**

This is an ongoing role in the Child Protection Helpline team based in Liverpool. This recruitment will also create a talent pool to fill future ongoing and temporary full-time vacancies (over the next 18 months) if and when they arise in accordance with the Government Sector Employment Act 2013.

The Community Services Officer operates in a multi-channel contact centre and 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 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**
- Passionate, resilient and highly empathetic when providing customer service
- Excellent Communication and Customer service Skills
- Can organise and prioritise work in a fast paced environment
- Confident decision making
- 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.
- Excellent writing skills
- A TAFE Diploma in a relevant field, welfare / community services and/or relevant work experience deemed to be the equivalent
- Current driver’s licence
- Previous contact centre experience is highly regarded but not essential

Download the role description.

**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.

Want more information? Visit our website to see more information on Working for us.

**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.

**Are you ready to join us?**

Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages. In your cover **letter please include a response to the following questions**.
- As a Community Services Officer you will be operating in an environment of competing demands and tight timeframes. Can you please tell us about a time when you have had to do this?
- Please tell us about a time when you have worked as part of team to complete a complex task but also demonstrated autonomy and initiative. What did you do and what was the outcome?

**Got a question?**

Visit Recruitment adjustments on the DCJ website to learn more.

**Inclusion and Diversity lie at the heart of how we recruit**

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.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

**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.

For more information visit Your recruitment journey on the DCJ website.