Division: Operations
Location:
Parramatta, NSW, AU, 2150
Req ID: 76966
Helpline Consultant
- Location - Parramatta (Hybrid)
- Employment type – Ongoing full-time, 35 hpw
- Grade – Clerk Grade 5/6
- Salary – $99,938 pa - $110,271 pa plus employers’ contribution to superannuation and annual leave loading
Your role
As a Helpline Consultant with the Ageing and Disability Commission, you’ll be at the frontline of safeguarding older people and adults with disability from abuse, neglect, and exploitation. This is not just a listening role—it’s a thinking role. You’ll need to assess complex situations quickly, make sound decisions under pressure, and communicate with clarity and compassion.
What you’ll do
You’ll work in collaborative, fast-paced environment alongside a capable and compassionate team dedicated to upholding the rights of older people and adults with disability.
- Respond to reports and enquiries with advice, information, and referrals
- Identify and manage risks, including emergencies
- Coordinate early case responses with individuals and service providers
- Handle sensitive and complex concerns with empathy
- Maintain accurate records to support assessments and investigations
- Support community engagement to prevent and address abuse and neglect
About you
You are confident in navigating complex situations and calm under pressure. You assess risk and make sound decisions in real time while documenting clearly and accurately. You thrive in fast-paced, team-driven environments.
- You share our values of Service, Integrity, Accountability, Person-Centred Practice, Respect, and Collaboration.
- Relevant qualifications or equivalent experience
- Commitment to the rights of older people and adults with disability
- Skilled in handling complex emotionally charged situations with calm, clarity and control.
- Strong written communication skills, including the ability to accurately document information in real time
- Energised by teamwork. Always looking for smarter ways to work, collaborate, and deliver better outcomes.
- Knowledge of support systems and services available to adults with disability and/or older people
- Confident using CRM systems and Microsoft tools to capture and manage information seamlessly without losing focus or momentum.
Appointments are subject to reference checks and a National Criminal History Check.
Download the role description.
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To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.
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, please apply – you do not need to meet every desired requirement for us to want to talk to you.
What We Offer
We offer a variety of benefits, including:
- Hybrid working environment
- A challenging and rewarding career
- Flexible 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 NSW Ageing and Disability Commission provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners to improve the lives of older people and adults with disability who are experiencing or at risk of abuse, neglect and exploitation. It’s work that really matters.
Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!
Are you ready to join us?
Click apply, attach a cover letter (maximum 1 page) outlining how you meet the requirements of the role as well as an up-to-date resume (maximum 4 pages).
Applications close Sunday, 7 September 2025 at 11:59pm AEST.
Got a question?
For more information about the role or what it’s like to work for the ADC, please contact the hiring manager Kerry Marshall on 02 4904 7520 or at kerry.marshall@adc.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 Poppy Sgro on 02 9765 3929 or email at poppy.sgro@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.
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