Department: Helpline and DV Line
Department/Agency: Department of Communities and Justice
Location:
Liverpool, NSW, AU, 2170
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Req ID: 84457
Team Manager Community Services Officer
Location: Liverpool
Full-time, 12-month temporary opportunity with the possibility of extension
Grade 5/6 - $99,938 - $110,271 p.a. + superannuation and annual leave loading
35 hour week, flexible work practices including hybrid work arrangements and shift allocation including weekends
Your role
The Department of Communities and Justice aims to transform the lives of vulnerable children by recruiting and developing outstanding individuals to be leaders in Child Protection practice.
The Child Protection Helpline operates 24/7, 365 days of the year and receives reports relating to the suspected abuse and/or neglect of children and young people, as well as general inquiries about the Department.
In this role you will be required to lead, manage, coach and supervise the individual and team performance of the Community Services Officer Helpline Team. You will be required to provide direction, coaching, support and feedback for all team members to facilitate the delivery high-quality intake and triage services for child protection matters.
Your role will involve overseeing the professional service provided by your team, ensuring that all child protection cases are handled with the utmost care and efficiency. You will contribute to the continuous improvement of the contact centre's overall performance by implementing best practices, optimising processes, and fostering a collaborative and supportive work environment.
What we’re looking for
Proven ability to lead, manage, and motivate a team to achieve organizational goals.
Excellent verbal and written communication skills to effectively interact with team members, clients, and stakeholders.
Strong analytical and problem-solving skills to address challenges and find effective solutions.
Ability to build and maintain positive relationships with clients, team members, and community partners.
Strong organizational and time management skills to handle multiple tasks and projects efficiently.
In-depth understanding of community services, social work practices, and relevant legislation.
You are a motivated Leader who has the capacity to work in a 24/7 contact centre environment. The Community Service Officer team operates weekdays between 6am – midnight and 6am – 10pm on weekends.
You will have ability to work rostered shifts across all days of the week, including weekends; and be expected to have an office presence in our Liverpool building, in line with current policies
Whilst contact centre experience is valued, it is not essential and you will be supported to undertake training to understand our operations and be able to best support our team.
Essential requirements
A TAFE Diploma in a relevant field, welfare / community services and/or relevant work experience deemed to be the equivalent.
Current driver’s licence
Appointments are subject to reference checks and the following pre-employment checks:
National Criminal History Record Check in accordance with the Disability Inclusion Act 2014
Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012
Download the role description
We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.
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.
Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!
Are you ready to join us?
Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) addressing the 2 targeted questions below with a brief outline on how you meet the requirements of the role:
Please explain your understanding of leadership skills. Please provide an example of how you have demonstrated leadership skills and when you have mentored or coached to achieve success.
One of the key responsibilities of the Helpline Team Manager role is to ensure effective service delivery within the contact centre environment. Please provide an example of how you would maintain high quality service and meet service levels in a high volume, demand driven service with limited resources and flexibility.
Applications close - 11:59pm, Sunday, 12 July 2026.
Got a question?
For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Aaron Salvatore on
[email protected]
If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please contact Peter Luong on
[email protected]
Visit Recruitment adjustments on the DCJ website to learn more.
Inclusion and Diversity lies 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 Applying for DCJ jobs on the DCJ website.
Thank you for your interest in this role. We look forward to receiving your application.
To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/
The Welcome Experience
Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience
The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.
