The role is responsible for administering and supporting requests for timely and accurate content to be delivered across Sydney Trains' digital communication channels. This includes reviewing, editing, and proofing content to ensure it achieves communications objectives and is distributed through the appropriate channels. The role also monitors email accounts, updates communications calendars, and provides general support to the Digital and Channels team and Communications teams. The key purpose is to effectively manage digital channels and ensure employees and customers receive needed information.

1. Role Description
Digital and Channels Officer
1
Cluster Transport
Agency Sydney Trains
Division/Branch/Unit People and Corporate Affairs Group Rail / Communications
Location Burwood
Classification/Grade/Band RC05
Kind of Employment Permanent Full Time
Role Number TBC
ANZSCO Code 232413
PCAT Code 1239114
Job Code 81000253
Health Assessment Category Cat 4
Vision N/A
Hearing N/A – Cat 4 Only
Date of Approval July 2018
Agency Website www.transport.nsw.gov.au
Agency overview
Group Rail is made up of Sydney Trains and NSW TrainLink.
Sydney Trains and NSW TrainLink were established in July 2013 as part of the integrated Transport
authority and focus on providing sustainable, efficient and cost effective services by putting the customer at
the centre of everything they do to delivering safe, reliable and clean rail services.
Sydney Trains provides train services throughout the Sydney CBD with NSW TrainLink connecting people
and communities throughout NSW and serves regional communities bringing together intercity and regional
rail services and coach for the needs of customers travelling longer distances
Primary purpose of the role
The primary purpose of the role is to administer and support requests for timely, accurate and engaging
content to be delivered on the organisations’ digital communication channels, ensuring employees and
customers receive the information they need to perform their roles, and have the opportunity to provide
feedback.
The role works collaboratively with the Digital & Channels team, as well as the various Communications teams
to support the delivery of the channels strategy, and communications and stakeholder strategy.

2. Role Description Digital and Channels Officer 2
Key accountabilities
 Live the NSW Public Sector and organisational values to achieve outstanding outcomes for the
organisation and customers
 Provide support, advice and digital and content services to aid the development, implementation and
communication of the strategy and processes for all corporate communication channels including,
digital, web, print and video
 Review, edit and proof content, including copy, images and video, and ensure it is distributed through
the appropriate corporate channel to achieve communications objectives.
 Upload all approved corporate content and information onto the intranet and internet and other
Corporate Communications channels to ensure the seamless flow of information to employees and
target audiences in accordance with organisational processes and policy
 Ensure compliance with government practices and directives with regards to system operations and
maintenance, including WCAG2.0, records management and security
 Monitor email accounts on a daily basis and ensure distribution lists are current and accurate to ensure
effectiveness and best practice
 Update communications and content calendars creating long-term visibility of events, communications
and key messages to support effective planning and maximise communications effectiveness
 Support the delivery of the Corporate Communications strategy, activities and events including
providing support during with events, assisting with webcasts, vide and presentations and editing and
reviwing communication material
 Execute safety responsibilities, authorities and accountabilities consistent with the SMS requirements
as defined in SMS document number SMS-02-RG-3058
Key challenges
 Working in a fast-paced changing environment, balancing multiple demands from stakeholders
 Maintaining currency of skills across relevant digital platforms including CMS, e-newsletter, events
management, digital asset library, blogs, social media, video and keeping up to date with emerging
communication channels and technologies
 Working within the Sydney Trains, NSW Train Link and TfNSW IT environment
Key relationships
Who Why
Internal
Manager  Escalate issues, keep informed, advise and receive instructions
 Provide regular updates on key projects, issues and priorities
Digital and Channels team  Work cooperatively within the team, exchange information and assist
other team members to achieve team objectives and work outcome
Communications teams  Provide digital and content advice and services to support
organisational strategy and objectives

3. Role Description Digital and Channels Officer 3
Who Why
External
TfNSW leadership, TfNSW
Communication teams and strategic
partners and service providers and
other Transport operating agencies,
suppliers and providers
 Effectively manage relationships with stakeholders across Sydney
Trains, NSW Train Link and TfNSW
 Leverage investments in new technologies
 Provide advice and respond to requests for information
 Contribute to continued effectiveness of corporate communication
channels
Role dimensions
Decision making
The position is fully accountable for the formulation of advice and coordination across all
operational objectives.
Independent decision making requirements
 Digital and content advice
Collaborative decision making requirements of the position include:
 Supplier/vendor management
 Systems adoption
 Support model implementation
Reporting line
This role reports to the Senior Digital and Channels Advisor
Direct reports
The role has no direct reports
Budget/Expenditure
There is no budget allocation for this role.
Essential requirements
 Tertiary qualifications in communications or similar and / or equivalent experience with supporting
qualifications in video, editing, computing, web development and publishing, business or associated
field and /or equivalent experience
 Experience managing communication channels.
 Sound knowledge of online, digital and social media communication channels and supporting
technology systems

4. Role Description Digital and Channels Officer 4
Capabilities for the role
The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability
Framework is available atwww.psc.nsw.gov.au/capabilityframework
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.

5. Role Description Digital and Channels Officer 5
NSW Public Sector Capability Framework
Capability
Group
Capability Name Level
Display Resilience and Courage Intermediate
Act with Integrity Intermediate
Manage Self Intermediate
Value Diversity Intermediate
Communicate Effectively Intermediate
Commit to Customer Service Adept
Work Collaboratively Intermediate
Influence and Negotiate Intermediate
Deliver Results Intermediate
Plan and Prioritise Intermediate
Think and Solve Problems Intermediate
Demonstrate Accountability Intermediate
Finance Foundational
Technology Adept
Procurement and Contract Management Intermediate
Project Management Intermediate
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 Level Behavioural Indicators

6. Role Description Digital and Channels Officer 6
Capability
Personal Attributes
Act with Integrity
Intermediate
 Represent the organisation in an honest, ethical and professional way
 Support a culture of integrity and professionalism
 Understand and follow legislation, rules, policies, guidelines and codes of
conduct
 Help others to understand their obligations to comply with legislation, rules,
policies, guidelines and codes of conduct
 Recognise and report misconduct, illegal or inappropriate behaviour
 Report and manage apparent conflicts of interest
Relationships
Communicate
Effectively
Intermediate
 Focus on key points and speak in ‘Plain English’
 Clearly explain and present ideas and arguments
 Listen to others when they are speaking and ask appropriate, respectful
questions
 Monitor own and others’ non-verbal cues and adapt where necessary
 Prepare written material that is well structured and easy to follow by the intended
audience
 Communicate routine technical information clearly
Relationships
Commit to Customer
Service
Adept
 Take responsibility for delivering high quality customer-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
Results
Deliver Results
Intermediate
 Complete work tasks to agreed budgets, timeframes and standards
 Take the initiative to progress and deliver own and team/unit work
 Contribute to allocation of responsibilities and resources to ensure achievement
of team/unit goals
 Seek and apply specialist advice when required
Results
Demonstrate
Accountability
Intermediate
 Take responsibility and be accountable for own actions
 Understand delegations and act within authority levels
 Identify and follow safe work practices, and be vigilant about their application by
self and others
 Be alert to risks that might impact the completion of an activity and escalate

7. Role Description Digital and Channels Officer 7
these when identified
 Use financial and other resources responsibly
Business Enablers
Technology
Adept
 Demonstrate a sound understanding of technology relevant to the work unit, and
identify and select the most appropriate technology for assigned tasks
 Identify opportunities to use a broad range of communications technologies to
deliver effective messages
 Understand, act on and monitor compliance with information and
communications security and use policies
 Identify ways to leverage the value of technology to achieve team/unit outcomes,
using the existing technology of the business
 Support compliance with the records, information and knowledge management
requirements of the organisation