CWU Support Officer

At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training.

• Multiple Temporary Full-Time opportunities until 30 June 2025 with possibility of extension
• Located in Parramatta with flexible working arrangements available
• Salary from $82,193 to $90,001 plus employer contribution of superannuation and annual leave loading

About Child Wellbeing and Mental Health Services (CWMHS)

Child Wellbeing and Mental Health Services (CWMHS) delivers targeted student support in areas such as child protection, disability, mental health, and complex needs. The service aims to better align and coordinate psychological and child protection services in schools, respond effectively to urgent local issues, and promote best practice in service delivery.

About the role

The CWU Support Officer plays a key role in ensuring the safety and wellbeing of students. As the first point of contact for Mandatory Reporters contacting CWU, you will:

• Manage critical and high-volume inbound calls in a timely manner
• Accurately record sensitive information to support timely decision making and appropriate escalation
• Collaborate with internal team and various stakeholder to deliver positive outcomes for students

For further information please click here to view the role description

About you

The ideal candidate will:

• Demonstrate strong written and verbal communication skills, with the ability to respond clearly and professionally to complex and sensitive matters.
• Have prior experience managing inbound calls in a high-volume contact centre environment.
• Demonstrate the ability to manage competing priorities in a fast-paced setting
• Work collaboratively with teams and stakeholders effectively.
• Manage information with the utmost discretion and confidentiality.
• Possess knowledge of the NSW child protection system and mandatory reporting requirements and/or experience working in a child protection related field.

Key knowledge and experience

• Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.

Essential requirements of the role

• Hold a valid clearance to work with children (Working with Children’s Check) for paid employment
• Demonstrated understanding of and commitment to the value of public education.

Benefits

• Flexible working arrangements
• 35 hour working week
• Competitive, salary sacrificing, employer’s contribution to superannuation and annual leave loading
• Flex Leave entitlements, generous holidays & leave conditions
• Opportunities for advancement and mobility across the Department to support your career growth

How to apply

Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role. Additionally, provide a response to the pre-screening question below:

1. Provide an example where you collaborated with employees from other division to improve a customer service process. What was the outcome? (Max 400 words)

Please refer to the Applicant’s Guide to Applying to assist you with your application.

If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education, click here for instructions on how to submit your application.

All other applicants please submit your application by clicking ‘Apply Now’.

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.

This is a child-related role. As a condition of employment you will be required to provide a valid Working with Children Check (WWCC) Clearance number (for paid employment). Visit the website for more information.

Closing date: Thursday 24 April 2025at 11:59pm.

For role enquiries please contact Katie O’Brien at kathleen.obrien24@det.nsw.edu.au and for recruitment process enquiries please contact Julie Nguyen at julie.nguyen49@det.nsw.edu.au

We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team (dandi@det.nsw.edu.au) or visit NSW Department of Education Diversity and Inclusion.

A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.