Senior Support and Liaison Specialist - State Insurance Regulatory Authority (SIRA)
- Clerk Grade: 9/10
- Employment type: Ongoing
- Salary: $133348 - $146945 Super and Leave Loading
- Work arrangements: Fulltime hybrid/flexible
- Location: Sydney or Gosford
About SIRA
This is an exciting opportunity to work for a customercentred intelligenceled riskbased regulator. SIRAs purpose is to ensure NSW insurance schemes protect and support the people who need them now and into the future.
Based within the Customer Support Division the Fatality Support Team provides tailored support to families who have lost a loved one due to a motor vehicle fatality. This is a relatively new team established to assist impacted families as they navigate the CTP scheme during an incredibly difficult time. The broader Customer Support Division is entering a new phase of transformation with a strong commitment to placing the customer at the centre of our work. This includes redesigning how we operate to deliver a consistent contemporary and customerfocused experience for people injured at work or on NSW roads.
Understand more about SIRA Home - SIRA.
About the role
Reporting to the Principal Liaison Coordinator within the Fatality Support Team you will work in a specialised function within the broader Customer Support this role you will be an integral part of the Fatality Support Team in delivering tailored assistance to families impacted by a motor vehicle fatality. Support is provided across the entire claims lifecycle with the Fatality Support Team serving as a trusted point of contact to help families navigate claims and access appropriate support services.
Your day-to-day
- No two days are the same. On any given day you may be providing traumainformed support to families following a fatal motor vehicle crash guiding them through CTP claim processes or facilitating access to SIRAs Trauma Support Service so they can receive timely support. You will maintain ongoing contact with families responding to emerging needs with empathy and sound judgement while helping them navigate complex and often emotionally challenging systems and requirements.
- You will balance competing priorities while ensuring families receive clear consistent and compassionate support. This includes working collaboratively with insurers and community service providers to coordinate early intervention respond to sensitive queries and resolving issues as they arise throughout the claims lifecycle. Within the team and broader organisation you will provide advice and insights on fatalityrelated claims escalate risks appropriately and contribute to practical problemsolving to improve customer outcomes.
- You will lead the development of traumainformed resources and guidance materials to support families apply relevant legislation policies and procedures to all interactions and ensure records are accurate timely and compliant.
About you
- You are an allied health professional (i.e psychology rehabilitation counselling or social work) with experience supporting individuals affected by complex psychological injury within personal injury schemes. You bring a traumainformed personcentred approach to your work and can balance competing priorities while providing clear compassionate guidance to people navigating traumatic grief. You are skilled at identifying and supporting the needs of impacted individuals and can translate complex legislative and procedural requirements into practical meaningful actions for families.
- This role works closely with internal stakeholders across the organisation as well as external partners such as insurers and community service providers to ensure families receive timely coordinated and appropriate support. You are highly effective at managing a diverse and sensitive workload. Resilient and reflective you are committed to maintaining best practice in trauma and grief support contributing insights that inform continuous improvement and supporting initiatives that strengthen systems processes and resources for fatalityrelated claims.
- If you are passionate about providing specialised support to families impacted by traumatic grief and want to be part of a collaborative and innovative team focused on service excellence and meaningful outcomes we would love to hear from you.
What we need to from you
To start your journey towards becoming our Senior Support and Liaison Specialist please submit your resume (max 5 pages) and cover letter (max 2 pages). In your cover letter demonstrate how your experience aligns with the capabilities of the role.
Salary Grade 9/10 with the base salary for this role starting at $133348 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Esther Dah via
Visit the Capability Application Toolto prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: Wednesday 19th of August 2026 at 9:59am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service digital transformation and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We provide adjustments to the recruitment process for candidates including individuals with disability. If you require an adjustment during the recruitment process including alternate formats or have questions about the support available please contact Talent Operations onor .
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