Aboriginal Enquiry Officer Housing Contact Centre

**Aboriginal Enquiry officer**
**Housing Contact Centre**
**Department of Communities and Justice**
- **Location: Nyngan**:

- **Employment type: Ongoing full-time**:

- **Talent pool will also be created**:

- **Grade: Clerk Grade 5/6**:

- **Salary**:Salary range: $89,707 - $98,982 - PLUS employer’s contribution to superannuation and annual leave loading**
- This position is open to Australian Aboriginal and Torres Strait Islander people only._

**Your role**

The Department of Communities and Justice (DCJ) vision is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.

The Housing Contact Centre (HCC) is a 24/7 contact centre operation of approx. 350 staff. The HCC office is located in Liverpool, with regional offices in Broken Hill, Bega, Kempsey and Nyngan. 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 HCC manages the Aboriginal Enquiry line (AEL), which provides culturally appropriate services to clients over the phone between 8:30 am - 4:30 pm weekdays.

Your 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 AEL 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.

The role offers a generous salary package and internal career progression.

**What you’ll do**

You’ll be working full time directly from our regional office in Nyngan as part of the (HCC) and will be a valuable part of our Aboriginal Enquiry Line team.

The role provides real-time and ongoing leadership, direction, support and feedback across own and other contact centre teams, working closely with facilitating the delivery of quality service delivery outcomes in the achievement of DCJ objectives.

HCC Aboriginal staff work in consultation/collaboration with Aboriginal Community Housing Providers (ACHP) and the Aboriginal Housing Office (AHO) to deliver culturally appropriate responses to housing needs, guided by principles of self-determination and self-management for Aboriginal people. AEL staff also liaise with other HCC staff to impart understanding and ensure that Aboriginal cultural concerns are given proper attention in determining service delivery to Aboriginal clients.

The role may involve occasional travel to various locations across NSW.

**Please see below YouTube video link about why we want to you come and work with us**

**Essential requirements**
- This role is open only to Aboriginal and/or Torres Strait Islander persons.
- Current NSW Working with Children Check clearance for paid employment. This is a requirement due to a shared office location with Community Service
- Possession of a current NSW Driver’s Licence or NSW Photo Card.
- Excellent computer skills to enable you to work across a range of programs, database systems and policies to maximise Aboriginal Enquiry Line (AEL) and service delivery outcomes.
- Communicating with some of the most disadvantaged, vulnerable clients and their stakeholders.
- Ability to uphold a high degree of sensitivity and professional empathy.
- Ability to meet the key performance indicators (KPI) to achieve satisfactory and timely resolution level of service.
- Documented verification of Aboriginal and/or Torres Strait Islander persons.

The Department will accept proof of Aboriginality confirming the following:

- You are an Aboriginal person of Aboriginal and/or Torres Strait Islander persons l descent;
- You identify as being Aboriginal and/or Torres Strait Islander persons; and

An acceptable form of documented verification is a “Confirmation of Aboriginal and/or Torres Strait Islander persons” letter, provided to you by a local Aboriginal and/or Torres Strait Islander organisation that includes a common seal from that organisation.

Download the role description.

**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?**
- A covering letter (2 pages maximum) which clearly details:

- Skills and experience as relevant to this role
- A strong cultural knowledge, lived experience, connections and relationships with a deep understanding of Aboriginal communities and history

2. Up-to-date resume

**Applications close **11:59pm