APS6 Wellbeing Officer

About this role

Reporting to the Assistant Director, the APS6 Wellbeing Officer is responsible for playing a vital role in promoting psychological safety and supporting staff wellbeing. This position is part of our commitment to Work Health and Safety (WHS) and reducing the risk of psychosocial harm in the workplace. You’ll support early intervention, contribute to practical wellbeing initiatives, deliver awareness activities, and provide advice that helps leaders respond effectively to emerging wellbeing challenges.

The Contact Centre is committed to the wellbeing of all of its workforce in line with safe work Australia’s code of practice for managing psychosocial hazards at work. You will provide timely, empathetic, and practical support to staff experiencing elevated stress, anxiety, or wellbeing concerns. Working closely with branch leaders, managers, and key stakeholders, you’ll help identify wellbeing risks, promote awareness of psychosocial safety, and contribute to initiatives that support a positive and resilient work environment.

Responsibilities of the APS6 Wellbeing Officer include: • Partner with operational leadership to identify wellbeing risks, emerging issues, and opportunities to strengthen workforce resilience and engagement. • Develop, implement, and evaluate wellbeing initiatives, programs, and strategies that support a positive, safe, and inclusive workplace culture and mitigate psychosocial risk. • Conduct wellbeing, risk, vulnerability, and psychosocial safety risk assessments, and develop appropriate staff-centred support and intervention strategies. • Promote awareness and understanding of psychosocial safety, mental health, and wellbeing across teams and work areas. • Provide professional advice, guidance, mentoring, and wellbeing expertise to leaders and staff on health, wellbeing, and psychosocial risk management matters. • Build and maintain effective working relationships with internal and external stakeholders, including service providers and support agencies. • Maintain accurate case notes, records, reports, and documentation in accordance with legislative, privacy, and organisational requirements. • Identify, escalate, and support the resolution of complex wellbeing, workplace, and organisational issues that may impact staff welfare, service delivery, or operational performance. • Contribute to the development and implementation of wellbeing policies, procedures, frameworks, and organisational change initiatives. • Participate in quality assurance, research, continuous improvement, and evaluation activities to enhance wellbeing services and outcomes. • Ensure all activities are delivered in accordance with work health and safety legislation, organisational policies, ethical standards, and trauma-informed, culturally safe practices. • Exercise sound professional judgement and delegated authority when managing complex wellbeing matters and providing advice to leaders. • Lead discussions, influence workplace practices, and promote evidence-based approaches to employee wellbeing, psychosocial safety, and organisational culture. • Support organisational wellbeing objectives by implementing preventative programs, fostering resilience, psychological safety, employee engagement, and positive workplace behaviours. • Support quality improvement and research activities to enhance service delivery. • Drive and embed a data-driven culture that supports the departments strategic direction and enhances service delivery, customer and staff experience and outcomes. • Uphold APS Values and the APS Code of Conduct while supporting staff, contributing to organisational priorities and workforce capability development.