Reporting Intake Line Officer

NSW Department of Communities and Justice – Parramatta NSW

Location - Parramatta -

Flexibility is offered hybrid working in accordance with the DCJ flexible working policy

Employment type - Ongoing full-time role

Salary - $102,936.00 - $113,579.00 pa, plus superannuation and leave loading

Your role

The Reporting Intake Line officer is the first point of contact for Corrective Services NSW (CSNSW) and Department of Communities and Justice (DCJ) employees seeking advice or wishing to report conduct-related concerns to the Conduct Unit via a dedicated phone line (Conduct Assistance Line).

This role plays a vital part in ensuring conduct matters are received professionally, accurately recorded and managed in accordance with policy, procedure, and legislative requirements. As a trusted frontline operator of the Conduct Assistance Line, the role supports a consistent, responsive, and high‑quality intake service for staff.

The purpose of this role is to provide professional frontline intake services by responding to conduct enquiries, receiving conduct reports, and ensuring accurate recording and referral of information to the appropriate team. This is an excellent opportunity for a candidate who enjoys engaging with people, providing guidance and support, and working in a role where professionalism, empathy and attention to detail are critical. The position offers valuable exposure to conduct related processes, stakeholder engagement, and information governance, while contributing to an important function that promotes accountability across the organisation.

What you'll do

As a Reporting Intake Line Officer, you will manage incoming calls and enquiries through the Conduct Assistance Line, providing accurate information and procedural guidance on reporting pathways and next steps. The role involves gathering relevant information from callers, accurately recording conduct enquiries and reports in the case management systems, and ensuring records meet confidentiality, information management, and legislative requirements.

The successful candidate will identify and escalated complex, sensitive, or high‑risk matters, apply de‑escalation and active listening skills when dealing with difficult conversations, and maintain a consistent, professional, and customer focused approach.

The Conduct Intake team is a new established team within the Conduct Unit. The team is committed to maintaining integrity, accountability, and delivery high‑quality services to stakeholders across DCJ and CSNSW. The environment is fast paced and people‑focused, requiring strong teamwork, professionalism, and resilience.

What we're looking for

We are looking for someone with demonstrated experience in a frontline intake, contact centre or enquiry‑handling role, ideally within a regulated or sensitive environment.

You will have strong communication, active listening and de‑escalation skills, with the ability to respond professionally and empathetically to high‑volume, complex or emotionally charged enquiries. A sound understanding of confidentiality, privacy, information handling and record‑keeping requirements is important, along with the ability to remain accurate, organised and effective under pressure while managing competing priorities.

You will also be comfortable working in a phone‑based intake environment and handling sensitive and complex conduct‑related enquiries with professionalism and resilience.

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, we welcome you even if you do not meet every desired requirement.

What We Offer

• 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.

Are you ready to join us?

Applications close Sunday, 4 October 2026 at 11:59 pm AEST.

For more information about the role or what it's like to work for DCJ, please contact the hiring manager Harini Sinclair at ***************@dcj.nsw.gov.au

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 (including an alternate method submission of the application), please call Anjy Fayad on 02 9765 3*** or via **********@dcj.nsw.gov.au

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.

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.

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