The Manager Casework position is a pivotal leadership role, offering a unique opportunity to guide a team of dedicated caseworkers within the Department of Communities and Justice (DCJ). Focusing on the After Hours Response Team (AHRT), this position involves immediate and high-impact decision-making to support vulnerable children, young people, and families during critical times. The AHRT operates beyond regular business hours—ensuring that emergencies and urgent cases receive timely, professional intervention.
As the Manager Casework, you will shape the culture and performance of your team and collaborate extensively with community partners, regional on-call teams, and other parts of the agency. This multifaceted role allows you to exercise your expertise in child protection, trauma-informed care, and leadership. Above all, it provides a platform to make a tangible, positive difference in the lives of families within the broader NSW Public Sector framework.
If you’re committed to safeguarding vulnerable children and ensuring their safety in times of crisis, this leadership role offers a rare opportunity to make a direct impact. As Manager Casework, you will guide a team of dedicated caseworkers handling urgent child protection referrals—ensuring at-risk children receive immediate interventions when they need it most. This role demands passion, resilience, and the ability to make critical decisions under pressure, all in service of protecting the most vulnerable members of our community.
If you’re new to public sector recruitment, check out this unofficial guide to NSW Public Sector recruitment for more insider tips and context.
Manager Casework Salary and Job Overview
| Position Title | Manager Casework |
|---|---|
| Organisation/Entity | Department of Communities and Justice (DCJ) |
| Job Location | Liverpool, Sydney – West |
| Work Type | 1 x Ongoing, 2 x Temporary |
| Base Pay | $125,693 – $129,228 per year + Super + Leave Loading |
| Closing Date | 09/03/2025 (11:59 PM) |
About the Manager Casework Opportunity in DCJ
The Manager Casework position sits within the Department of Communities and Justice, specifically supporting the After Hours Response Team (AHRT). The AHRT is responsible for responding to urgent child protection and family welfare concerns outside of standard office hours—from 4:30 PM to 6:00 AM on weekdays and 24 hours on weekends and public holidays. This dynamic structure ensures that children and young people receive crucial assistance whenever they need it.
As the Manager Casework, you will lead a group of caseworkers in their daily operations, offering coaching, guidance, and strategic insight. This involves collaborating with parents, carers, extended family members, and community services to deliver immediate interventions. You’ll also work hand-in-hand with regional on-call teams to coordinate a state-wide response. Through your leadership, you’ll foster best practice methods, reinforce compliance with relevant legislation, and drive the performance of your team to align with broader NSW Public Sector standards.
Challenges for Manager Casework in DCJ
Taking on this leadership role involves navigating high-pressure circumstances, often with limited information and time-sensitive deadlines. Complex decision-making is required, particularly around cases that involve high levels of risk or uncertainty for children and families. You’ll be the point of escalation for critical incidents, which means your expertise in areas like trauma-informed care and child protection legislation will be tested regularly.
Another key challenge is managing a diverse and skilled team of caseworkers who operate in shifts to address after-hours referrals. Maintaining morale, ensuring consistent communication, and providing robust supervision are all essential components of success. Your leadership style must balance empathy with accountability, ensuring that each caseworker is well-supported, empowered, and able to deliver quality outcomes for families.
Why Manager Casework Is A Great Opportunity
This is a great opportunity for someone with extensive experience working in child protection and doing casework.
Career Growth: This position offers a leadership opportunity that directly contributes to frontline service delivery. With exposure to a wide range of casework scenarios, you’ll expand your professional skill set significantly and build strong relationships that can boost your career.
Multiple Roles: There are three vacancies currently being recruited to in this team. With one application you can be considered for multiple opportunities.
Talent Pool Benefits: You’ll also have the opportunity to be considered to be placed in a talent pool as part of this recruitment. This talent pool can be used to fill vacancies in DCJ over the next 18 months.
Flexible Work Environment: Since the AHRT operates around the clock, you’ll have a schedule that accommodates non-traditional work hours—ideal for individuals looking for a unique structure.
Meaningful Impact: Every day, you’ll positively affect the well-being of vulnerable children, young people, and their families. This role offers a profound sense of purpose and the chance to make a real difference.
DCJ Casework Manager Application Requirements
Before you apply, make sure you understand how to apply for this NSW Public Sector role. The application steps include submitting a cover letter and a comprehensive résumé. Below are more details to help you navigate the process:
DCJ Casework Manager Application Process
When you apply, be prepared to submit:
- A cover letter (max 3 pages)
- Responses to two targeted questions included in your cover letter
- A résumé (max 5 pages) showcasing your casework leadership experience.
What You Need In Your Casework Manager Cover Letter
When writing your cover letter, you need to address the essential role requirements, address the target questions, and frame your examples using the capability framework as a guide.
To start your cover letter, use this free public sector cover letter template. Then read this detailed guide on how to write an effective cover letter.
The essential requirements for this role are:
- Tertiary qualifications in Social Work, Psychology, Social Science, or a related discipline.
- Extensive experience in applying best practice child protection casework for children, young people, and their families.
- Background in leading and managing teams in high-pressure, complex situations.
- Solid understanding of trauma-informed care and the profound effects of poverty and violence on families.
- A valid driver’s licence for occasional travel.
The two targeted questions for this Manager Casework position are:
- Knowledge from research and legislation is essential to help Manager Casework make difficult and complex decisions about the safety and development of children and families. Please describe a time where it was critical for you to refer to research and legislation in order to make a decision. What process did you go through and what was the result?
- As a Manager Casework you will lead and manage a team of caseworkers who provide services to vulnerable children, young people and their families. Please describe how you have/would set performance expectations for a team and lead them to achieve these expectations.
When writing your government cover letter including the responses to target questions, make sure you have also read the role’s focus capabilities.
Understanding and Addressing Focus Capabilities
The NSW Capability Framework is central to understanding how you’ll be assessed for the role. Review all of the focus capabilities for this role below, and when writing your cover letter use the same language.
| Capability Name & Level | Behavioural Indicators |
|---|---|
| Display Resilience and Courage (Adept) | • Be flexible, show initiative and respond quickly when situations change • Give frank and honest feedback and advice • Listen when ideas are challenged, seek to understand the nature of the comment and respond appropriately • Raise and work through challenging issues and seek alternatives • Remain composed and calm under pressure and in challenging situations |
| Act with Integrity (Adept) | • Represent the organisation in an honest, ethical and professional way and encourage others to do so • Act professionally and support a culture of integrity • Identify and explain ethical issues and set an example for others to follow • Ensure that others are aware of and understand the legislation and policy framework within which they operate • Act to prevent and report misconduct and illegal and inappropriate behaviour |
| Commit to Customer Service (Adept) | • Take responsibility for delivering high-quality customer-focused services • Design processes and policies based on the customer’s point of view and needs • Understand and measure what is important to customers • Use data and information to monitor and improve customer service delivery • Find opportunities to cooperate with internal and external stakeholders to improve outcomes for customers • Maintain relationships with key customers in area of expertise • Connect and collaborate with relevant customers within the community |
| Work Collaboratively (Intermediate) | • Build a supportive and cooperative team environment • Share information and learning across teams • Acknowledge outcomes that were achieved by effective collaboration • Engage other teams and units to share information and jointly solve issues and problems • Support others in challenging situations • Use collaboration tools, including digital technologies, to work with others |
| Think and Solve Problems (Adept) | • Research and apply critical-thinking techniques in analysing information, identify interrelationships and make recommendations based on relevant evidence • Anticipate, identify and address issues and potential problems that may have an impact on organisational objectives and the user experience • Apply creative-thinking techniques to generate new ideas and options to address issues and improve the user experience • Seek contributions and ideas from people with diverse backgrounds and experience • Participate in and contribute to team or unit initiatives to resolve common issues or barriers to effectiveness • Identify and share business process improvements to enhance effectiveness |
| Technology (Intermediate) | • Demonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasks • Use available technology to improve individual performance and effectiveness • Make effective use of records, information and knowledge management functions and systems • Support the implementation of systems improvement initiatives, and the introduction and roll-out of new technologies |
| Manage and Develop People (Intermediate) | • Collaborate to set clear performance standards and deadlines in line with established performance development frameworks • Look for ways to develop team capability and recognise and develop individual potential • Be constructive and build on strengths by giving timely and actionable feedback • Identify and act on opportunities to provide coaching and mentoring • Recognise performance issues that need to be addressed and work towards resolving issues • Effectively support and manage team members who are working flexibly and in various locations • Create a safe environment where team members’ diverse backgrounds and cultures are considered and respected • Consider feedback on own management style and reflect on potential areas to improve |
Manager Casework Application Checklist
| Checklist Item | Status |
|---|---|
| Review the full role description and focus capabilities | |
| Write a targeted cover letter addressing both questions | |
| Update your résumé with casework leadership highlights | |
| Get your cover letter reviewed |
Candidate Profile
To give you an example of how to apply for this government job, let’s consider Mary’s journey.
Mary has spent several years working in frontline child protection, developing the ability to make quick, informed decisions under pressure. She first gained experience as a volunteer with a non-government organisation that supported young families at risk of homelessness. From there, she built a career in the sector, working with multiple agencies and expanding her expertise in child safety, family intervention, and crisis response.
Over time, Mary took on leadership responsibilities, mentoring caseworkers and guiding them to maintain a strong, child-focused approach in their work. She is passionate about ensuring the best outcomes for at-risk young people and has developed skills in trauma-informed care, stakeholder collaboration, and case management.
Now, Mary is eager to step into the Manager Casework role because it offers the opportunity to work more closely with vulnerable children in urgent situations. She is particularly drawn to the After Hours Response Team (AHRT), knowing that its round-the-clock support can prevent children from falling through the cracks. This role would allow her to share her experience and expertise, helping to develop and lead other caseworkers in high-pressure situations.
With her proven leadership skills, experience in crisis intervention, and deep commitment to child protection, Mary is a strong candidate for this position. Her background aligns well with the challenges of after-hours casework, and she is ready to take on a role where she can make an even greater impact.
Example Cover Letter for Manager Casework
Dear Hiring Manager,
I am excited to apply for the Manager Casework role. With a strong foundation in child protection casework, team leadership, and trauma-informed practice, I am eager to contribute my expertise to the After Hours Response Team (AHRT) and support vulnerable children and families in high-risk situations.
I hold a Bachelor’s degree in Social Work and have spent over ten years working in frontline child protection roles, applying best practice casework principles to ensure the safety and well-being of children, young people, and their families.
My experience spans both non-government organisations and government agencies, where I have managed complex cases involving intergenerational trauma, domestic violence, and significant risk factors. Throughout my career, I have led multidisciplinary teams in high-pressure environments, mentoring caseworkers, guiding critical decision-making, and ensuring that intervention strategies align with legal and ethical standards. My expertise in trauma-informed care has allowed me to develop strategies that mitigate harm, strengthen family preservation efforts, and ensure that children’s best interests remain the central focus of all interventions. I hold a current driver’s licence, which enables me to respond to operational needs as required.
Target Question One: Knowledge from research and legislation is essential to help Manager Casework make difficult and complex decisions about the safety and development of children and families. Please describe a time where it was critical for you to refer to research and legislation in order to make a decision. What process did you go through and what was the result?
A deep understanding of research and legislation is essential in child protection, particularly when making complex decisions that impact a child’s safety and development.
In one instance, I was required to assess the immediate placement of a new-born following concerns about the mother’s capacity to provide adequate care. The mother, who had an intellectual disability, faced significant challenges, and determining the most appropriate intervention required a careful balance of child protection legislation, ethical considerations, and the principles of family preservation. While there were concerns about neglect, it was critical to ensure that any decision aligned with the legal framework while also considering the mother’s right to support services and the child’s best interests.
I undertook a thorough review of the Children and Young Persons (Care and Protection) Act 1998, focusing on best interest principles and statutory intervention thresholds. Recognising the complexity of the situation, I consulted with a disability advocate to better understand the mother’s needs and any reasonable adjustments that could be made to support her parenting. I also engaged with specialist child protection colleagues and health professionals to ensure the risk assessment process was both comprehensive and grounded in evidence.
Using a combination of legislative guidance and research-backed risk assessment tools, I structured an intervention plan that included intensive in-home support, regular caseworker visits, and direct oversight from health and disability professionals.
By maintaining a solutions-focused approach and ensuring all relevant stakeholders were consulted, I facilitated a decision that allowed the child to remain in the mother’s care under structured supervision, rather than progressing immediately to an out-of-home care arrangement. This outcome was legally sound, ethically responsible, and most importantly, in the best interests of both the child and the mother. The case demonstrated the importance of critical thinking, collaboration, and evidence-based decision-making, ensuring compliance with statutory requirements while prioritising the safety and well-being of the child.
Target Question Two: As a Manager Casework you will lead and manage a team of caseworkers who provide services to vulnerable children, young people and their families. Please describe how you have/would set performance expectations for a team and lead them to achieve these expectations.
Effective leadership in child protection requires the ability to set clear performance expectations, provide staff with the tools and support they need to meet those expectations, and create a culture of accountability, resilience, and continuous improvement.
When I stepped into a leadership role within a child protection team, I inherited a group of caseworkers struggling with high caseloads, inconsistent case progression, and burnout. Morale was low, and performance issues had begun to impact the quality of service delivery and response times for children at risk. Staff were often overwhelmed by the complexity of cases, leading to delays in decision-making, incomplete risk assessments, and inconsistencies in compliance with policy and reporting standards. It was clear that structural changes and targeted leadership interventions were needed to stabilise the team and improve outcomes.
My first priority was to establish structured supervision sessions to provide clarity around expectations, review case progress, and offer practical guidance on complex casework. Through these sessions, I worked one-on-one with caseworkers to identify professional development needs, provide mentoring, and ensure consistent application of best practice principles. I introduced weekly team meetings to facilitate case discussions, peer learning, and knowledge-sharing, fostering a collaborative environment where staff could seek support and expertise from colleagues. Additionally, I refined internal case management processes to ensure that case prioritisation and risk assessment frameworks were being applied consistently and effectively.
Recognising the emotional toll of frontline child protection work, I implemented peer debriefing sessions and resilience-building initiatives to support staff well-being. By actively addressing staff concerns and fostering a supportive environment, I saw a marked improvement in staff engagement, confidence, and decision-making capacity. Within six months, the team achieved a 22% reduction in backlog cases, demonstrated greater consistency in risk assessments, and improved responsiveness to urgent child protection concerns. By establishing clear expectations, strengthening professional capability, and embedding a culture of accountability and support, I was able to lead a high-functioning, resilient team that was well-equipped to manage the demands of child protection casework.
This role presents an opportunity to apply my leadership experience, casework expertise, and commitment to evidence-based decision-making within a team that provides critical after-hours intervention services.
I am eager to contribute to the AHRT’s mission and to work collaboratively with colleagues to ensure the highest standards of child protection casework.
Thank you for your time and consideration.
Sincerely,
Mary
Explain the STAR Technique
The STAR technique is a proven method used in public sector recruitment to structure your responses clearly and concisely:
- Situation: Provide context—where and when did the event occur?
- Task: Specify your responsibility or challenge in that situation.
- Action: Highlight the steps you took, focusing on the skills you applied.
- Result: Summarize the outcome, tying it back to the role’s requirements.
As demonstrated in the example cover letter, using STAR helps give a clear structure to the target questions.
Align your STAR examples with the NSW Capability Framework and the focus capabilities outlined in the job description. This ensures your experiences resonate directly with what the panel is seeking in a Manager Casework candidate.
How to Prepare for a Public Sector Interview
Public sector interviews often revolve around demonstrating key capabilities that reflect both technical competence and the values of the agency. To stand out in your Manager Casework interview, consider the following steps:
- Review the Focus Capabilities: Familiarise yourself with the NSW Capability Framework. Understand the behavioural indicators related to leadership, decision-making, and child protection.
- Brainstorm Examples: Reflect on specific scenarios that showcase your proficiency in areas such as crisis intervention, staff supervision, and stakeholder collaboration.
- Match to Indicators: For each capability, match a real-life example to illustrate how you meet or exceed expectations (e.g., demonstrating informed decision-making, adherence to child protection legislation).
- Use the STAR Method: Structure your interview responses to be concise yet detailed, ensuring the panel can follow your reasoning and see the impact of your actions.
- Practise & Use Notes: If allowed, bring concise notes with bullet points about key projects or achievements. Otherwise, rehearse your STAR examples beforehand for a confident delivery.
Below are three potential interview questions relevant to the Manager Casework role:
- “Tell us about a high-risk child protection scenario you managed and how you balanced urgency with legal compliance.”
- “How do you maintain professional boundaries and well-being for yourself and your team in a high-pressure environment?”
- “Describe a time you implemented a new procedure to improve team performance in child protection services.”
Start Your Casework Manager Application Today
Ready to submit your application? Click here to apply through the iworkforNSW site. Make sure you tailor your cover letter to address the targeted questions, highlighting your experience in child protection and trauma-informed care.
When preparing your cover letter, checkout these free resources:
- Mistakes to avoid in your cover letter
- How to write a government cover letter
- Free government cover letter template
For the best chance at success, get your cover letter reviewed by an expert. The fastest, easiest and most affordable way to boost your public sector application is with a Team 3Thirty expert review by an experienced government hiring manager.
Best of luck with your application for the Manager Casework role. This is your opportunity to lead a team dedicated to making a tangible difference in the lives of children, young people, and families across New South Wales.
We hope to see you soon in the Department of Communities and Justice!
