Aboriginal Enquiry Officer - Housing Contact Centre

Aboriginal Enquiry Officer
Housing Contact Centre
Department of Communities and Justice

• Location: Broken Hill
• Employment type: Full Time Ongoing Opportunity
• Talent pool will also be created for Bega, Kempsey & Port Macquarie.
• Grade: Clerk Grade 5/6
• Salary: Salary range: $93,295 - $102, 941 - PLUS employer's contribution to superannuation and annual leave loading

This position is open to Australian Aboriginal and Torres Strait Islander people only.
The 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 a regional office in Broken Hill, Bega, Kempsey and Port Macquarie.
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
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.
What we're looking for

• Excellent computer navigations skills and the ability to work between multiple screens and data bases.

• Ability to work across a range of programs, policies and systems to maximise Aboriginal Enquiry Line (AEL) and service delivery outcomes.

• Experience 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.

• Current NSW Working with Children Check clearance for paid employment. This is a requirement due to a shared office location with Community Services.

• Possession of a current NSW Driver's Licence or NSW Photo Card.

Note:In accordance with Clause 26 of the NSW Government Sector Employment (General) Rules 2014 and in accordance with Sections 14 and 21 of the Anti-Discrimination Act 1977 the Department of Communities and Justice considers that being of Australian Aboriginal or Torres Strait Islander descent is a genuine occupational qualification for this role and preference will be given to candidates who meet the pre-established standards:

• Documented verification of Aboriginality.

The Department will accept proof of Aboriginality confirming the following:

• You are an Aboriginal person of Aboriginal descent;
• You identify as being Aboriginal; and

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.
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 where we will support you and provide an exciting and flexible working environment!
Are you ready to join us?
Click apply, attach the following:

• 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

Applications close 11:59pm AEST Febuary 12, 2024
Got a question?
For more information about the role or what it's like to work for DCJ, please contact the hiring manager Kathryn Sullivan via email to
If you've got a question about applying or require an , please, reach out to Robbie Chiplen via
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 .
Other Information
A may 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.