At AV we are striving to create a safe, fair and inclusive workplace. One of our key pillars for our vision is a culture where people feel safe to speak up and take action when they see behaviours that are outside our code of conduct, unlawful, or harmful. This is a great opportunity to be part of a team that provides expert advice, receives and investigates complaints, and supports stakeholders through a person-centric and trauma informed approach.
Communications Centre Manager role is responsible for managing staff and operations within one of AV's two Communication Centres (Burwood / Ballarat), ensuring alignment to deliver efficient dispatch of ambulance resources, in line with all relevant business rules, audit and clinical standards.
About the role
This is a full time, ongoing appointment, reporting to Director Communications Centres. With an ability to manage the designated Communications Centre and staff to ensure effective and efficient dispatch of ambulance resources, this position is essential to:
1. Monitor, report on and review the performance of the Communications Centre, creating and implementing strategies to improve the Communications Centre's performance and achievement of KPIs,
2. Manage the staffing of the Communications Centre, including arranging standby staff as necessary,
3. Develop and implement Communications processes, policies and procedures, ensuring compliance with relevant legislation, business objectives and performance targets,
4. Provide guidance regarding the allocation of cases to the appropriate AV resources and information flow as required,
5. Regularly report on the performance of the Communications Centre.
About you
To be successful in this role you will have previous experience at a senior level in communications ( call taking & dispatch centres/projects) and/or operations within an ambulance, emergency service, health or allied service delivery organisation, that would normally be supported by a tertiary qualification in a business, technology or related discipline.
You'd also need to demonstrate the following:
6. Strong verbal and written communication skills to enable ideas and opinions to be expressed clearly,
7. Interpersonal and influencing skills to gain the acceptance and support of ideas,
8. Relationship building skills to take appropriate action to develop strong and collaborative relationships with internal and external stakeholders,
9. Well developed conceptual, analytical and problem solving skills to enable the identification of issues,
10. Leadership and coaching skills to manage and develop others,
11. Demonstrated high level of understanding of call taking and dispatch systems / communications technology,
12. Required to possess a current Victorian Driver Licence.
Working at AV
As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. Although there will be a requirement to maintain a presence at the office, flexible working arrangements are available and will be discussed with the successful candidate. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking.
We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you're ready to play an integral role and deliver results that help make a real difference, we want to hear from you!
Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including a Police Check.
By applying for this position with Ambulance Victoria, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role.
The Position Description for this role can be found at the AV Careers website .
How to apply
Your application will form an integral part of the selection process and should be of a high quality including:
13. Cover letter
14. Resume
Applications must be submitted by ; on Tuesday 26 September 2023.
Refer to the 'Applying for a position with Ambulance Victoria' document for further information. For any queries, please email or contact us on 03 9840 3653.
Applications must be submitted via the AV Careers website to be considered.Emailed applications will not be accepted.
To apply click ‘Apply'.
At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.