Verified Job
Work from home
eSafety EOI - Regulatory Support Officers, APS 5
Work from home
#39326
Remote / WFH
Australian Communications and Media Authority
Job Description
EXPRESSION OF INTEREST
Regulatory Support Officers
APS 5
What you'll do
We are looking for APS 5 Regulatory Support Officers to join our evolving environment in the Complaints and Investigations Branch (CIB) and contribute to protecting Australians from online harms. Our structure has been designed to be flexible, providing staff with an opportunity to move across the different teams in response to operational needs or individual career and development goals. This provides an opportunity for staff to build broad regulatory experience and contribute across the full complaints lifecycle.
As an APS5 Regulatory Support Officer, you will work under the guidance of the Senior Regulatory Officer, supporting regulatory activities for a high volume of complaints related to the Adult Cyber-Abuse (ACA), Child Cyberbullying (CCB) and Image-Based Abuse (IBA) complaint schemes administered under the Online Safety Act 2021, excluding those involving child ****** exploitation material (CSEM). You will apply legislation, policy and sound judgement to support fair, defensible decisions and engage with complainants, online platforms and other stakeholders to help resolve complaints in a timely manner.
Key duties may include but are not limited to:
Collecting information and data and making recommendations to support regulatory decision making.
Supporting regulatory activities by preparing clear and accurate documentation, notices and correspondence.
Routinely handling sensitive and at times highly distressing material.
Communicating with complainants to gather information, provide advice and guidance and manage expectations, often in sensitive or challenging situations.
Contributing to building and maintaining a safe and supportive workplace culture by practising self-care, providing peer support and participating in team building activities.
Skills and capability we need
We are seeking highly motivated professionals, who are comfortable working in a dynamic and changing environment, and have experience in similar roles or are looking to apply their skills in a new context.
Our ideal candidates will have:
The ability to interpret legislation and apply sound judgement to support fair and consistent decision-making.
Sound analytical and critical thinking skills, with strong attention to detail.
Good stakeholder management skills, including the ability to communicate effectively to diverse audiences with respect and empathy and professionalism and manage challenging interactions with stakeholders.
Strong written communication skills, with the ability to draft clear, concise records to support defensible regulatory decision making.
Well-developed organisational, time management and prioritisation skills, with the ability to manage competing priorities and meet deadlines.
Demonstrated self-awareness, resilience and adaptability, with the ability to manage personal wellbeing in a challenging environment.
Ability to contribute to a positive team culture by supporting and collaborating with colleagues.
The following would be highly regarded:
Experience working in a regulatory environment in a government agency.
An understanding of online platforms and digital technologies or an interest in developing this knowledge.
The following clearances are essential or must be able to be obtained on commencement:
Working with Children Check (or equivalent).
Baseline security clearance.
What you'll gain from the experience
Exposure to end-to-end complaints management within a world-leading online safety regulator.
Opportunities to work across multiple teams and build broad regulatory experience.
Experience working in a high-impact, fast-paced and evolving operational environment.
Access to structured wellbeing supports, training and development opportunities.
The opportunity to contribute to meaningful outcomes that improve online safety for Australians.
About our team
The Complaints and Investigations Branch (CIB) plays a critical role in protecting Australians from online harms. We administer regulatory schemes covering adult cyber abuse (ACA), image-based abuse (IBA), children’s cyberbullying CCB), and illegal and restricted content including violent terrorism and extremist content (TVEC) and child ****** exploitation material (CSEM).
The Branch focuses on fast, consistent and impact-driven complaint handling—ensuring matters are prioritised and actioned in line with harm, risk and urgency and timely outcomes are delivered for individuals and the broader community.
The Branch is currently undergoing significant transformational change, including the implementation of a new structure, systems, processes and workflows. This change is designed to strengthen regulatory impact and improve employee experience and workload across the branch. The new branch structure consists of the following sections:
Operational Triage and Assessment
Complaints Resolution
Complex Cases
Child ****** Exploitation Material
Intelligence
APS 5 Regulatory Support Officer roles are available in the Operational Triage and Assessment and the Complaints Resolution sections.
Additional information
Exposure to content and challenging interactions
Due to the nature of eSafety’s regulatory scope, among other duties, occupants in these roles are often exposed to sensitive and, at times, potentially distressing material. In addition to reviewing such material, these roles also involve providing advice and support to complainants who may be in distress or demonstrate inappropriate behaviours.
Regulatory Support Officers
APS 5
What you'll do
We are looking for APS 5 Regulatory Support Officers to join our evolving environment in the Complaints and Investigations Branch (CIB) and contribute to protecting Australians from online harms. Our structure has been designed to be flexible, providing staff with an opportunity to move across the different teams in response to operational needs or individual career and development goals. This provides an opportunity for staff to build broad regulatory experience and contribute across the full complaints lifecycle.
As an APS5 Regulatory Support Officer, you will work under the guidance of the Senior Regulatory Officer, supporting regulatory activities for a high volume of complaints related to the Adult Cyber-Abuse (ACA), Child Cyberbullying (CCB) and Image-Based Abuse (IBA) complaint schemes administered under the Online Safety Act 2021, excluding those involving child ****** exploitation material (CSEM). You will apply legislation, policy and sound judgement to support fair, defensible decisions and engage with complainants, online platforms and other stakeholders to help resolve complaints in a timely manner.
Key duties may include but are not limited to:
Collecting information and data and making recommendations to support regulatory decision making.
Supporting regulatory activities by preparing clear and accurate documentation, notices and correspondence.
Routinely handling sensitive and at times highly distressing material.
Communicating with complainants to gather information, provide advice and guidance and manage expectations, often in sensitive or challenging situations.
Contributing to building and maintaining a safe and supportive workplace culture by practising self-care, providing peer support and participating in team building activities.
Skills and capability we need
We are seeking highly motivated professionals, who are comfortable working in a dynamic and changing environment, and have experience in similar roles or are looking to apply their skills in a new context.
Our ideal candidates will have:
The ability to interpret legislation and apply sound judgement to support fair and consistent decision-making.
Sound analytical and critical thinking skills, with strong attention to detail.
Good stakeholder management skills, including the ability to communicate effectively to diverse audiences with respect and empathy and professionalism and manage challenging interactions with stakeholders.
Strong written communication skills, with the ability to draft clear, concise records to support defensible regulatory decision making.
Well-developed organisational, time management and prioritisation skills, with the ability to manage competing priorities and meet deadlines.
Demonstrated self-awareness, resilience and adaptability, with the ability to manage personal wellbeing in a challenging environment.
Ability to contribute to a positive team culture by supporting and collaborating with colleagues.
The following would be highly regarded:
Experience working in a regulatory environment in a government agency.
An understanding of online platforms and digital technologies or an interest in developing this knowledge.
The following clearances are essential or must be able to be obtained on commencement:
Working with Children Check (or equivalent).
Baseline security clearance.
What you'll gain from the experience
Exposure to end-to-end complaints management within a world-leading online safety regulator.
Opportunities to work across multiple teams and build broad regulatory experience.
Experience working in a high-impact, fast-paced and evolving operational environment.
Access to structured wellbeing supports, training and development opportunities.
The opportunity to contribute to meaningful outcomes that improve online safety for Australians.
About our team
The Complaints and Investigations Branch (CIB) plays a critical role in protecting Australians from online harms. We administer regulatory schemes covering adult cyber abuse (ACA), image-based abuse (IBA), children’s cyberbullying CCB), and illegal and restricted content including violent terrorism and extremist content (TVEC) and child ****** exploitation material (CSEM).
The Branch focuses on fast, consistent and impact-driven complaint handling—ensuring matters are prioritised and actioned in line with harm, risk and urgency and timely outcomes are delivered for individuals and the broader community.
The Branch is currently undergoing significant transformational change, including the implementation of a new structure, systems, processes and workflows. This change is designed to strengthen regulatory impact and improve employee experience and workload across the branch. The new branch structure consists of the following sections:
Operational Triage and Assessment
Complaints Resolution
Complex Cases
Child ****** Exploitation Material
Intelligence
APS 5 Regulatory Support Officer roles are available in the Operational Triage and Assessment and the Complaints Resolution sections.
Additional information
Exposure to content and challenging interactions
Due to the nature of eSafety’s regulatory scope, among other duties, occupants in these roles are often exposed to sensitive and, at times, potentially distressing material. In addition to reviewing such material, these roles also involve providing advice and support to complainants who may be in distress or demonstrate inappropriate behaviours.
