Reporting Intake Line Officer
Parramatta NSW Department of Communities and Justice
Location - Parramatta - Flexibility is offered hybrid working in accordance with the DCJ flexible working policy
Employment type – Ongoing full‐time role
Salary - $102,****** - $113,****** pa, plus superannuation and leave loading
Job Description
Reporting Intake Line Officer
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 elevate 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 newly established team within the Conduct Unit. The team is committed to maintaining integrity, accountability, and delivering high‐quality services to stakeholders across DCJ and CSNSW. The setting 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.
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
Applications close
Sunday, 4 October **** at 11:59 pm AEST.
Contact Information
For more information about the role or what it's like to work for DCJ, please contact the hiring manager
Harini Sinclair
. 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 or via.
Inclusion and Diversity
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.
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📌 Reporting Intake Line Officer (Sydney)
🏢 the original
📍 Sydney