Workforce Capacity and Child Protection: Key Insights from the NSW Ombudsman

The NSW Ombudsman’s recent report, No capacity to allocate, has put a spotlight on a critical and growing issue in the child protection system – workforce capacity.

The investigation examines the NSW Department of Communities and Justice (DCJ) practice of closing Risk of Significant Harm (ROSH) reports without allocation due to resourcing constraints. The findings raise serious concerns for child safety, frontline workers and the sustainability of the social care workforce across NSW.

For the sector, this is not just a compliance issue – it is a workforce crisis.

What the Ombudsman Found

ROSH reports closed due to lack of capacity

The Ombudsman found that DCJ routinely closes a significant proportion of ROSH reports without allocating them to a caseworker. In some reporting periods, more than two thirds of ROSH reports were closed with the reason recorded as “no capacity to allocate”.

These closures are not the result of assessed low risk, but rather a lack of available staff to investigate, assess or respond. In practice, capacity – not need – is driving decision-making.

Workforce pressure has become business as usual

What is most concerning is that this approach is no longer temporary or exceptional. The Ombudsman concluded that closing ROSH reports due to capacity constraints has become an embedded practice within DCJ operations.

Frontline caseworkers are managing overwhelming caseloads, constant prioritisation and high exposure to risk, contributing to burnout, turnover and ongoing vacancies across the system.

Statutory obligations not being met

The report also found that these practices are inconsistent with DCJ’s legislative responsibilities under the Children and Young Persons (Care and Protection) Act. Internal thresholds, timeframes and resource limits are influencing outcomes in ways that do not align with the intent of the legislation or best practice in child protection.

What This Means for the Social Care Workforce

Demand for skilled child protection professionals will continue to rise

The findings reinforce what the sector has been experiencing for some time – there are simply not enough qualified and experienced professionals to meet demand.

Roles in particularly high demand include:

• Child protection caseworkers

• Senior practitioners

• Intake and risk assessment specialists

• Child and family welfare professionals

This demand is unlikely to ease without significant workforce investment.

Pressure is not limited to frontline roles

While frontline workers carry the immediate load, the report highlights broader system gaps. There is increasing need for:

• Practice leaders and supervisors

• Quality assurance and compliance roles

• Training and practice improvement specialists

• Workforce planning and operational support roles

These functions are critical to stabilising teams and improving retention.

Flow-on impacts for NGOs and community providers

As government systems struggle to respond, non-government organisations are increasingly relied upon to support vulnerable children and families. This places additional pressure on NGOs already facing recruitment challenges, funding constraints and high staff turnover.

The competition for skilled talent across government and non-government sectors is intensifying.

What This Signals for the Market

The Ombudsman’s recommendations point toward the need for:

• Increased workforce investment

• Improved recruitment and retention strategies

• Better workforce planning and support structures

• System reform that acknowledges capacity realities

For the recruitment market, this signals sustained and growing demand for qualified social care professionals, alongside opportunities for more strategic workforce solutions rather than short-term fixes.

HiTalent’s Perspective

At HiTalent, we see this report as a clear reminder that workforce capacity is central to child safety and service quality.

Addressing these challenges requires more than filling vacancies. It requires:

• Targeted recruitment of skilled professionals

• Support for sustainable workloads

• Retention-focused workforce strategies

• Partnerships that understand the realities of frontline practice

As demand continues to grow, specialist recruitment partners who understand the social care landscape will play a critical role in strengthening the sector.

Reference

NSW Ombudsman (2025), No Capacity to Allocate – The Department of Communities and Justice’s practice of closing ROSH reports. Available at: https://www.ombo.nsw.gov.au/reports/report-to-parliament/no-capacity-to-allocate-dcjs-practice-of-closing-rosh-reports (accessed February 2026).