Role Description

Senior Employee Relations Advisor

Cluster Customer Service

Agency Department of Customer Service
Division/Branch/Unit Corporate Services /People and Culture/People Services
Classification/Grade/Band Clerk Grade 9/10
ANZSCO Code 223113

PCAT Code 1224492

Date of Approval September 2019

Primary purpose of the role

To support the Employee Relations Manager and team to provide accurate and strategic specialist Employee
Relations and Industrial Relations advice, expertise and support to the business and People & Culture, in a
timely, consistent and commercially sensitive manner.

Key accountabilities
• Liaise with Human Resources, Employee Safety and Wellbeing and the business to provide
appropriate, accurate and timely industrial and employee relations advice, consistent with the NSW
government guidelines including Public Sector Industrial Relations and the NSW Public Service
Commission
• Assist in the case management of employee matters to ensure compliance with applicable industrial
instruments, policies, procedures and statutory provisions to support the resolution of issues
• Assist in the ongoing development and implementation of an organisation wide industrial strategy,
variations to industrial instruments, Agreements and guidance materials
• Prepare and deliver advocacy and/or oversight the briefing of external counsel for presenting
information on behalf of the Organisation to support the resolution of issues
• Represent the Organisation in negotiations and consultations including unions and appear before
various tribunals, including the NSW Industrial Relations Commission, to support attainment of
favourable organisational outcomes
• Coordinate and conduct investigations aligned with NSW government legislative, policy and procedural
requirements on managing fair, transparent, consistent and accountable professional conduct and
performance matters including misconduct and other employee relations matters.
• Regularly peruse and engage in forums and other activities, maintain networks and liaise with
government agencies and the NSW Public Service Commission to keep abreast of trends, policies,
legislation and strategies in ER/IR management to reflect current information in consultancy advice for
clients

Key challenges

1
 • Manage complex and sensitive consultations and negotiations with diverse stakeholders within agreed
timelines ensuring compliance and risk minimisation while balancing competing needs, perspectives
and agendas
• Balancing compliance with commercial objectives
• Maintaining current professional knowledge of relevant legislation, policies, procedures and industry
practices given a dynamic work environment subject to constant change

Key relationships

Who Why
Internal
Manager/Director • Escalate issues, keep informed, advise, receive guidance and
instructions
• Provide recommendations and inform through reporting any sensitive
and emerging issues
• Participate in meetings and discussions to share information and
provide input and feedback
Work Team • Guide, support, coach, mentor
• Support team members and work collaboratively to contribute to
achieving the team’s business outcomes
• Participate actively in discussions and decisions regarding resolution
of issues and implementation of innovation and best practice
• Represent workgroup perspective and share information
Human Resource professionals • Provide a client-focused approach to service delivery
• Articulate needs and requirements and collaborate with to negotiate
solutions, provide expert advice and regular updates
• Manage the flow of information, seek clarification and provide advice
and responses to ensure prompt resolution of issues
Customers/Stakeholders • Provide a client-focused approach to service delivery
• Address/respond to queries to provide advice where possible, or
redirect to relevant party for review and resolution
• Articulate needs and requirements and collaborate with to negotiate
solutions, provide expert advice and regular updates
External
External Subject Matter Experts • Collaborate with and seek/maintain specialist knowledge/advice
• Participate in forums, groups to represent the agency and share
information
• Participate in discussions regarding innovation and best practice
•
Customers/Stakeholders • Address and respond to customer queries with proactive solutions
• Develop and maintain effective relationships with clients
Unions/Industrial relations professionals • Develop and maintain effective working relationships
• Advocate agency position, influence and negotiate with

Role Description Senior Employee Relations Advisor 2

Role dimensions
Decision making

This role has autonomy and makes decisions that are under their direct control as directed by their Manager. It
refers to a Managers’ decisions that require significant change to program outcomes or timeframes or are likely
to escalate or require submission to a higher level of management. This role is fully accountable for the
delivery of work assignments on time and to expectations in terms of quality, deliverables and outcomes. This
role submits reports, business cases and other forms of written advice with minimal input from the manager.

Reporting line
Manager Employee Relations

Direct reports
This role has no direct reports however it coaches and supports the Employee Relations Advisor

Budget/Expenditure
As per the Customer Service delegations

Essential requirements
Nil

Capabilities for the role

The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability
Framework is available at www.psc.nsw.gov.au/capabilityframework

The Role has Occupational specific capabilities. The occupational specific capabilities for this role are available
at https://www.psc.nsw.gov.au/workforce-management/capability-framework/occupation-specific-capability-
sets/human-resources-capability-set

Capability summary
Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus
capabilities for this role. Refer to the next section for further information about the focus capabilities.

Role Description Senior Employee Relations Advisor 3

NSW Public Sector Capability Framework
Capability Group Capability Name Level

Display Resilience and Courage Adept

Act with Integrity Adept
Manage Self Adept
Value Diversity Intermediate
Communicate Effectively Adept
Commit to Customer Service Adept
Work Collaboratively Adept
Influence and Negotiate Advanced
Deliver Results Adept
Plan and Prioritise Intermediate
Think and Solve Problems Advanced
Demonstrate Accountability Adept
Finance Intermediate
Technology Intermediate
Procurement and Contract Management Adept
Project Management Adept
/ profession specific capabilities

Occupation / profession specific capabilities

Capability Set Capability Name Level
Workforce Relations Level 3
Employee Services Level 2

Focus capabilities
The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate
competence. The behavioural indicators provide examples of the types of behaviours that would be expected
at that level and should be reviewed in conjunction with the role’s key accountabilities.

NSW Public Sector Capability Framework

Group and Capability Level Behavioural Indicators
Personal Attributes Adept • Represent the organisation in an honest, ethical and
Act with Integrity professional way and encourage others to do so
• Demonstrate professionalism to support a culture of integrity
within the team/unit

Role Description Senior Employee Relations Advisor 4

NSW Public Sector Capability Framework
Group and Capability Level Behavioural Indicators
• Set an example for others to follow and identify and explain
ethical issues
• Ensure that others understand the legislation and policy
framework within which they operate
• Act to prevent and report misconduct, illegal and
inappropriate behaviour
Relationships Adept • Tailor communication to the audience
Communicate Effectively • Clearly explain complex concepts and arguments to
individuals and groups
• Monitor own and others’ non-verbal cues and adapt where
necessary
• Create opportunities for others to be heard
• Actively listen to others and clarify own understanding
• Write fluently in a range of styles and formats
Relationships Adept • Take responsibility for delivering high quality customer-
Commit to Customer Service focused services
• Understand customer perspectives and ensure
responsiveness to their needs
• Identify customer service needs and implement solutions
• Find opportunities to co-operate with internal and external
parties to improve outcomes for customers
• Maintain relationships with key customers in area of
expertise
• Connect and collaborate with relevant stakeholders within
the community
Relationships Advanced • Influence others with a fair and considered approach and
Influence and Negotiate present persuasive counter-arguments
• Work towards mutually beneficial win/win outcomes
• Show sensitivity and understanding in resolving acute and
complex conflicts
• Identify key stakeholders and gain their support in advance
• Establish a clear negotiation position based on research, a
firm grasp of key issues, likely arguments, points of
difference and areas for compromise
• Pre-empt and minimise conflict within the organisation and
with external stakeholders
Results Advanced • Undertake objective, critical analysis to draw accurate
Think and Solve Problems conclusions that recognise and manage contextual issues
• Work through issues, weigh up alternatives and identify the
most effective solutions
• Take account of the wider business context when
considering options to resolve issues
• Explore a range of possibilities and creative alternatives to
contribute to systems, process and business improvements
• Implement systems and processes that underpin high
quality research and analysis

Role Description Senior Employee Relations Advisor 5

NSW Public Sector Capability Framework
Group and Capability Level Behavioural Indicators
Results Adept • Assess work outcomes and identify and share learnings to
Demonstrate Accountability inform future actions
• Ensure that actions of self and others are focused on
achieving organisational outcomes
• Exercise delegations responsibly
• Understand and apply high standards of financial probity
with public monies and other resources
• Identify and implement safe work practices, taking a
systematic risk management approach to ensure health and
safety of self and others
• Conduct and report on quality control audits
• Identify risks to successful achievement of goals, and take
appropriate steps to mitigate those risks
Business Enablers Adept • Apply legal, policy and organisational guidelines and
Procurement and Contract procedures in relation to procurement and contract
Management management
• Develop well written, well structured procurement
documentation that clearly sets out the business
requirements
• Monitor procurement and contract management processes
to ensure they are open, transparent and competitive, and
that contract performance is effective
• Be aware of procurement and contract management risks,
and what actions are expected to mitigate these
• Evaluate tenders and select providers in an objective and
rigorous way, in line with established guidelines and
principles
• Escalate procurement and contract management issues
where required
Business Enablers Adept • Prepare clear project proposals and define scope and goals
Project Management in measurable terms
• Establish performance outcomes and measures for key
project goals, and define monitoring, reporting and
communication requirements
• Prepare accurate estimates of costs and resources required
for more complex projects
• Communicate the project strategy and its expected benefits
to others
• Monitor the completion of project milestones against goals
and initiate amendments where necessary
• Evaluate progress and identify improvements to inform
future projects

Role Description Senior Employee Relations Advisor 6

Occupation specific capability set
Capability Name Level Level Descriptions
Workforce Relations Level 3 • Advise managers and leaders, instruct counsel, and represent the
organisation in consultations and negotiations with employee
representative forums on a range of employment issues.
• Manage external consultants and providers and work with managers and
leaders to ensure ongoing communication, assessment, compliance, and
effective implementation of the employee relations plan and strategy as
part of the organisation's workforce management practice.
• Manage the development of policies and practices to support the employee
relations plan and strategy and address key industrial relations issues
based on contemporary practices and evolving needs of the organisation.
• Encourage understanding of industrial relations principles and employee
relations policies, practices and procedures within the organisation, and
their consistent integration into the organisation's workplace practices and
documentation, in line with the organisation's values.
• Design frameworks for provision of advice to the organisation on
employment law, industrial arrangements and contractual matters.
• Manage the investigation and resolution of difficult, complex or high-profile
workforce relations issues, in accordance with organisational policy.
• Design and maintain employ health, safety and wellbeing policies, practices
and procedures ensuring full compliance with relevant legislation and a
proactive approach to risk management, in accordance with organisational
strategy.

Role Description Senior Employee Relations Advisor 7