- Company: Department of Communities and Justice
- State: New South Wales
- Location: Bega, New South Wales, Australia
- Job type: Full-Time
- Salary: Specified in body of job post
- Job category: Administration/Finance - Call Centre and Customer Service - Community Services and Development - Government and Defence - Other
Aboriginal Client Service Officer – Housing Contact Centre
Aboriginal Client Service Officer
Housing Contact Centre
Location: Bega
- Industry leading training and career development
- Generous leave entitlements
- 5 x Ongoing Full-Time
- Satellite Office Location: Bega
- Clerk Grade 2/4, Salary ($70,151pa – $81.158pa), plus employer’s contribution to superannuation and annual leave loading
- A talent pool will be created for future ongoing and temporary roles
To meet the needs of Aboriginal communities in appropriate ways, it is important to have senior client service officers who are Aboriginal people. As a Client Service Officer, you will have the opportunity to:
- provide an Aboriginal perspective
- advocate on behalf of Aboriginal people in your community
- build strong relationships with partner agencies to support and strengthen families and cultural connections
- use cultural knowledge to help inform and shape service delivery
About us
The Department of Communities and Justice (DCJ) was formed in 2019 with the merger of two former departments Family and Community Services (FACS) and Justice.
About the Agency
Housing Services, an agency of The Department of Communities and Justice, directly supports approximately 800,000 people every year and reaches a further million people through local community-based programs.
Housing Services is one of the largest providers of social housing in the world, providing a range of housing solutions to meet the needs of today’s community.
In partnership with the community, industry and individuals we provide safe, decent and affordable housing opportunities for those most in need so that they can live with dignity, find support if needed and achieve sustainable futures.
About the role
There are ongoing roles available in accordance with the Government Sector Employment Act 2013.
The Housing Contact Centre (HCC) is a 24/7 contact centre operation of approx. 320 staff. The HCC office is located in Liverpool, with a satellite offices in Broken Hill & Bega. 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 Centre manages the Aboriginal Enquiry line (AEL), Which Provides Culturally appropriate services and support to clients in regard to homelessness and housing needs over the phone between 8.30 am – 4.30 pm weekdays
This enquiry line is primarily handled by Aboriginal and Torres Strait Islander Client Service Officers (CSOs), who report to the Aboriginal Enquiry Line Officer in regard to enquiries to this line. Aboriginal and Torres Strait Islander CSOs will also deal with enquiries from non-Aboriginal and non-Torres Strait Islander clients as needed.
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.
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.
Please see below YouTube video link for more information about the role of an Client Service Officer.
Our vision is to empower all people to live fulfilling lives and achieve their potential in inclusive communities. We collaborate with government, non-government and community partners to work with children, adults, families and communities to improve lives and realise potential, with a focus on breaking, rather than managing disadvantage.
Essential requirements of the role
The Department of Communities and Justice considers that being an Australian Aboriginal or a Torres Strait Islander is a genuine occupational qualification for this role in accordance with Sections 14 and 21 of the Anti-Discrimination Act 1977 and under Clause 26 of the Government Sector Employment (General) Rules 2014.
- Documented verification of Aboriginality
The division will accept proof of Aboriginality confirming the following:
- You are an aboriginal person of Aboriginal descent;
- You identify as being Aboriginal; and
- You are accepted as such by the community in which you live
An acceptable form of documented verification is a “Confirmation of Aboriginality” letter, provided to you by a local Aboriginal organisation that includes a common seal from that organisation.
- Possession of a current NSW Driver’s Licence or a NSW Photo card
- It is an essential requirement of the role that successful applicants have received both COVID-19 vaccinations
About you
Are you enthusiastic, engaging and passionate about delivering great customer service interaction? Do you have good computer skills, with the ability to navigate multiple applications and systems? A great team focused attitude but also the confidence and initiative to work on your own? Sound administrative background?
Does this sound like you? Click here to download the role description. Please note that the role description is generic and is representative of this Client Service Officer role.
Applying for the role
Please click on the View and Apply Online button below to visit the application page.
To apply candidates must submit:
- 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
- Up-to-date resume
Closing date: 11:59pm Monday 29th August 2022
For role enquiries please contact Kathryn Sullivan via kathryn.sullivan@facs.nsw.gov.au or 0436 659 265.
Appointments are subject to reference checks. Some roles may also require the following checks/ clearances:
- 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
IMPORTANT
To ensure recruitment at the Department of Communities and Justice continues without interruption during the COVID-19 pandemic, some interviews and assessments may be performed using alternative methods.
This may include video interviewing, telephone interviewing and online assessments. If you are successful following review of your application, you may need to perform assessments and/or interviews via online platforms using a PC, laptop or smart phone. By doing so, we will be adhering to the strict social distancing advice currently in place.
You may be asked to complete a Health Declaration Form in later stages of the assessment process.
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.
If you require an adjustment within the recruitment process, please contact Jessica Akole via (02) 9765 5557 or via email at jessica.akole@facs.nsw.gov.au and advise us of your preferred method of communication.
If you are looking for more information about workplace adjustments at DCJ, please visit our Careers site.
A talent pool will be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
Thank you for your interest in this role. We look forward to receiving your application.