Reporting Intake Line Officer
Core
First point of contact for Corrective Services NSW and Department of Communities and Justice employees to receive, record, and manage conduct-related reports and enquiries via a dedicated phone line.
Role type
Frontline intake operator (Conduct Assistance Line)
Builds
Conduct intake service for staff within Corrective Services NSW and DCJ
Domain
Public sector / Conduct & Integrity / Call Centre
Deliverable
client delivery
Required skills
Active listening, de-escalation, accurate information recording, confidentiality management, procedural guidance, high-pressure handling
Preferred skills
Experience in regulated or sensitive environments, empathy, resilience
Responsibilities
Manage incoming calls and enquiries through the Conduct Assistance Line, gather relevant information from callers, accurately record conduct enquiries and reports in case management systems, identify and escalate complex or high-risk matters, provide procedural guidance on reporting pathways
Seniority
Individual Contributor, frontline operator