The Executive Manager, Operations Centre is a key operational role in the QAS, with a primary focus on caller engagement. The role encompasses all facets of the call taking and dispatch functions, customer service and resource deployment models; whilst accounting for the broader concepts involved in dynamic resource deployment. The role is responsible for all aspects of operational service delivery and performance within the Operations Centre, to ensure the QAS can effectively meet service delivery needs, standards and business objectives.
Lead and manage all aspects of operations and performance within the Operations Centre, including service standards; quality assurance; logistics; governance; reporting requirements; human resource management; industrial relations; discipline; workplace health and safety; and stakeholder relationship management, to meet operational service delivery needs and business objectives.Provide ongoing leadership and management support across the Operations Centre functions, including developing and implementing plans, procedures and projects to achieve desired performance outcomes and standards.Analyse, evaluate and report on Operations Centre performance and take remedial action to mitigate any issues and risks identified as they relate to operations.Develop and maintain productive relationships with a variety of stakeholders, including the QAS, Queensland Health, other emergency service organisations and public sector agencies.Ensure the capability of the Operations Centre to deliver effective frontline ambulance services during major incidents, disasters and mass crowd gatherings.Provide leadership, expertise and support for the development, implementation and review of operational policies, procedures, strategies and projects relating to the Operations Centre.Ensure ongoing patient safety and improved clinical care through active participation in safety and quality committees, clinical audits, peer reviews, and clinical quality assurance processes relating to caller engagement and resource deployment.Manage and coordinate the occupational health and safety requirements for the Operations Centre, including actions to optimise the awareness, preparedness, safety, protection, injury prevention, and general health and wellbeing of Operations Centre staff.Oversee the provision of Emergency Medical Dispatcher (EMD) education and training within the Operations Centre, ensuring it adheres to QAS standards and that it meets accreditation requirements.Demonstrate a commitment to continuing professional development by attending relevant seminars and conferences to maintain up-to-date knowledge and practices, including any mandated requirements.Represent the Assistant Commissioner in consultations, meetings and discussions with a broad range of stakeholders including the QAS, Queensland Health, emergency service organisations, community committees and consultancies; and represent the QAS in the media as required.Contribute to indigenous and multicultural advancement in the QAS by encouraging the development and implementation of programs which support relevant government initiatives.Lead and manage staff in emergency management capability for disasters, major incidents and mass crowd gatherings, in close consultation with the Director Operations - Emergency Management, State Headquarters.Maintain credentialed scope of clinical practice as approved by the Medical Director and/or Commissioner, QAS.As a leader, actively demonstrate and promote the QAS's approach of zero tolerance towards violence and commit to supporting those affected by domestic and family violence in accordance with QAS policies and mechanisms. Model and influence a workplace culture of gender equality, respectful relationships, diversity, inclusion, employee safety and support.Fulfil the responsibilities of this role in accordance with Queensland Public Service and QAS values.
Applications to remain current for 12 months.
Occupational group Health - Qld Ambulance