Regulatory Officers, APS

EXPRESSION OF INTEREST
Regulatory Officers
APS 6
What you'll do

We have several vacancies across the Complaints and Investigations Branch (CIB) for APS 6 Regulatory Officers to join our evolving environment 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 expertise and contribute across the full complaints lifecycle.

As an APS 6 Regulatory Officer, you will work under limited direction to undertake one of more of the complaints functions (e.g. triage, assessment, resolution) related to Adult Cyber-Abuse (ACA), Child Cyberbullying (CCB) and Image-Based Abuse (IBA) complaint schemes administered under the Online Safety Act 2021, or end-to-end management of complaints related to illegal and restricted content including child sexual exploitation material (CSEM) or violent terrorism and extremist content (TVEC). You will apply legislation, policy and sound judgement to support fair, defensible decisions and engage with complainants, online platforms and other stakeholders to resolve complaints in a timely manner.

Key duties may include but are not limited to:

• Assessing, triaging and resolving a high volume of complaints in line legislative requirements and eSafety policies and standard operating procedures.
• 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.
• Building and maintaining effective stakeholder relationships internally across eSafety and externally with industry/platforms, government and non-government agencies.
• 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 good judgement to make fair and defensible decisions.
• Strong analytical and critical thinking skills, with excellent attention to detail.
• Well-developed stakeholder management skills, including the ability to communicate effectively to diverse audiences with respect and empathy, use trauma informed approaches, and manage challenging interactions with stakeholders.
• Well-developed written communication skills, and the ability to draft clear, concise, and defensible regulatory decision records.
• Excellent organisational, time management and prioritisation skills, with the ability to meet deadlines under conflicting pressures.
• A high level of self-awareness, flexibility and resilience with the ability to manage self and model healthy and sustainable ways of working.
• Demonstrated 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, with the ability to apply this knowledge to regulatory decision-making and harm-reduction responses.

The following qualifications/clearances are essential or must be able to be obtained on commencement:

• Certificate IV in Government (Investigations), or equivalent
• 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 sexual 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 Sexual Exploitation Material
• Intelligence (Regulatory Officer roles are not available in this team)

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.

While team members are expected to work across a broad range of content types (ACA, CCB and IBA) to support the Branch’s flexible and agile operating model, exposure to violent terrorist extremist content (TVEC) and child sexual exploitation material (CSEM) is strictly opt-in only. These matters are managed with additional safeguards, specialised training and wellbeing supports.

To support the emotional and psychological demands of these roles, eSafety provides a range of proactive wellbeing supports for all staff in the branch including structured induction and training, quarterly wellbeing check ins and mobility and job rotation opportunities. Role occupants are also expected to take personal responsibility for their wellbeing by actively engaging with available supports, maintaining strong professional boundaries, and applying appropriate self care strategies.

Access to flexible work/remote working

Staff can request a range of flexible working arrangements as outlined in the agency’s Flexible Working policy and guide. eSafety offers a hybrid working environment, however, due to the nature of the work performed in the Complaints and Investigations Branch, along with wellbeing, privacy and security considerations, staff are required to attend the office for a portion of their week. Staff in the CSEM team have limited access to remote work as CSEM content cannot be viewed from home.

On call support

The branch operates a 24-hour response function to support online content removal in response to significant incidents and urgent or high-risk complaints. Staff in the branch can opt-in to participate in a rotating roster to support the on-call function.

Psychological assessments

As part of the selection process, preferred candidates will be required to undertake a psychological assessment conducted by an independent provider. This assessment is designed to ensure candidates are well placed to work in roles that involve high emotional demands, including exposure to sensitive and potentially distressing material, and to support both individual wellbeing and workplace safety.

Candidates will only progress in the recruitment process if the assessment confirms their suitability to work in this environment. Further information about the assessment process will be provided to preferred candidates.

Contact Officer

If you have any queries regarding this EOI, please contact Michelle Lewis via email ***email_hidden*** or phone (02) 7254 8***.

Please see the Regulatory Officers Candidate Pack for full details of the positions and each of the CIB sections.

Technical assistance: For questions relating to the online lodgement of your application, please email ********@acma.gov.au before the closing date.