Information Officer

**Position Title**:Information Officer

**Position Location**:Sydney CBD

**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.

**Role description**:
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.
- 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.

**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.

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.

**Information Officer**:
**PANSW**:
**PANSW**

**Job posted on**:September 17, 2025

**Applications close**:Wednesday 1st October (5pm)

**Salary**:Competitive salary (figure available on request).