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Join us as a Helpline Caseworker

"I love seeing parents overcome their challenges to make a better future for their children and community," Tarina, Caseworker, DCJ.

As a Child Protection Caseworker - Helpline you'll play a pivotal role in receiving and responding to reports of child abuse and neglect and undertaking risk assessment.

Day-to-day duties may include:

  • providing  timely and responsive care and protection services for children and young persons and their families, by undertaking the intake and initial assessment of concerns for the safety, welfare and wellbeing of children and young persons
  • developing  a detailed required case action plan that will allow staff attached to Community Service Centres to undertake case management and coordinate support services
  • ensuring experienced staff undertake case management and field response activities in crisis situations out of normal business hours when usual support services are unavailable
  • responding  to general enquires from the public, community partners and child and family protection professionals.

Practice Support Unit

The Practice Support Unit (PSU) co-ordinate and facilitate the majority of the training you receive at the Helpline.

PSU work with the DCJ Organisational Development and Learning team (L&D) to provide you with the DCJ Caseworker Development Program (CDP) which, together with the Helpline specific training you'll receive, will fully equip you as a DCJ Child Protection Caseworker at the Helpline.

PSU Casework Specialists (CWS) will support and assist you to complete all required elements of the training.

The Child Protection Helpline is the central intake service for child protection matters across NSW. The Helpline operates 24 hours, 7 days a week and receives reports from members of the public and mandatory reporters of child abuse and/or neglect such as police, education professionals, health workers, and/or childcare providers.

The majority of reports received at the Helpline are either telephone calls or electronic reports (eReports). Almost 80% of all reports received at the Child Protection Helpline come from mandatory reporters.

Helpline caseworkers take details of reports and undertake initial risk assessments before referring them to a Community Services Centre (CSC) for further review and response.

The Helpline applies the Structured Decision Making (SDM) Screening and Response Priority Tools (SCRPT) to all reports received at the Helpline.

The Screening Tool guides caseworkers through a structured analysis of all the information available to them about a child or young person, to determine whether a matter meets the threshold of ‘Risk of Significant Harm’ (ROSH).

The Response Priority Tool consists of a decision making flowchart with standardised definitions to help caseworkers determine an appropriate response priority where a matter is screened in as ROSH. There are 3 response priorities:

  • Less than 24 hours
  • Less than 72 hours and
  • Less than 10 days

After Hours Crisis Response Team

At 4:30pm on weekdays a specialist After Hours Crisis Response Team (CRT) comes on shift to handle any urgent fieldwork that requires DCJ intervention.

The team works overnight and on weekends and public holidays when DCJ local offices are closed.

Sound like you? Visit our How to apply page for roles in our Community Services team.

Our vision is to enable vulnerable people to participate fully in NSW social and economic life and build stronger, more sustainable and inclusive communities.

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Last updated: 18 Oct 2019