Support Worker – National Contact Centre

About the Role

Oranga Tamariki’s National Contact Centre (NCC), located in Grey Lynn, Auckland, is seeking multiple fixed-term Support Workers until June 2027. This centre operates 24/7, delivering services to tamariki and whānau. During business hours, the NCC manages reports of concern, provides advice, and shares information. Outside business hours, the team addresses urgent child welfare and youth justice issues.

The Support Worker will play a crucial role by providing structured operational assistance across the NCC. This includes handling the screening, logging, and progression of contacts from the public, professionals, and stakeholders. Working collaboratively with Social Workers, the Support Worker ensures accurate information capture and assists social work teams to maintain workflow, with required flexibility to cover the centre's round-the-clock operations.

Key Responsibilities

• Performing an array of casework tasks such as screening calls, updating records, analyzing data, and more.
• Collecting, analyzing, and documenting information to aid timely decision-making by Social Workers.
• Responding to inquiries, reports, and requests ensuring accuracy and appropriate documentation.
• Managing information sharing requests and maintaining records in line with legislative and practice standards.
• Utilizing various systems and tools to support record-keeping and service delivery.
• Developing positive relationships with colleagues, professionals, community groups, and other stakeholders.
• Supporting after-hours services by managing requests and coordinating activities according to established protocols.
• Identifying, escalating, and reporting issues, risks, or concerns that need further evaluation or intervention.
• Contributing to a collaborative team environment focused on achieving positive outcomes for tamariki, rangatahi, and whānau.

Required Experience and Skills

• Experience in community work assisting or supporting vulnerable people.
• Working knowledge or experience engaging with Māori and/or Pasifika communities.
• Ability to handle emotionally sensitive situations with empathy and resilience.
• Strong verbal, written, and interpersonal communication capabilities.
• Proven aptitude for collaboration with peers and diverse stakeholders.
• Calm and professional demeanor when managing complex emotional situations and maintaining performance under pressure.
• Understanding and respectful awareness of cross-cultural practices, particularly tikanga Māori and Pacific cultures.
• Capability to safeguard sensitive and confidential information appropriately.
• Commitment to upholding Te Tiriti ō Waitangi principles and demonstrating this in everyday practice.
• Intermediate skills in Microsoft Office applications.

Compensation and Benefits

This opportunity offers a competitive salary range from $68,371 to $75,501, dependent on experience. The role includes extensive training and professional development opportunities to support career growth. Oranga Tamariki welcomes diverse applicants and is dedicated to fostering an inclusive and respectful workplace culture.

Additional Information

• Positions are fixed-term contracts available until June 2027.
• Based at the National Contact Centre in Grey Lynn, Auckland.
• Work shifts include both business hours and after-hours teams requiring flexibility.
• Applicants should familiarize themselves with Oranga Tamariki’s code of conduct, which mandates a workplace free from the influence of drugs and alcohol.
• Applications close on Sunday, 2 August 2026.

Application Process

Submit your CV and cover letter online. Current Oranga Tamariki employees should apply using their official email credentials. Note that due to the high volume of roles being recruited, the selection process may take longer than usual. Queries about the role can be directed to the contact person provided upon application.