Job Description
At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. This is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you will join a team dedicated to bringing our vision to be a world leading ambulance service to life.
About The Role
Reporting to the Senior Manager Intake Response and Support, responsibilities of this position include, but not limited to:
* Coordinate the progress of complaints throughout the complaint life cycle, including preparing for triage, developing and implementing a case management plan, and referring to investigations team when required.
* Contribute to recommendations on emerging conduct issues and trends, devise strategies to prevent and minimise professional conduct matters to improve compliance with AV's policies and legislative requirements relating to conduct matters.
* Serve as the single point of contact for all parties to a complaint throughout its life cycle to provide professional responsive support and advice ensuring they are aware of options, processes, timelines, and regularly updated on progress.
* Liaise with external and internal stakeholders to finalise case matters, including preparation of research findings and preparation of comprehensive documentation relating to professional and behavioural conduct matters, to ensure the appropriate parties are kept informed of relevant issues and/or appropriate recommendations are made.
About You
To be considered for this position you will possess:
* Completion of a degree or relevant industry certification with proven subsequent relevant experience, or an equivalent combination of training and sound experience in an Industrial Relations or Human Resources related discipline would be highly regarded.
* Experience in providing advice and information on workplace conduct matters across a large and diverse organisation.
* An extensive working knowledge and application of general and specialist HR practices, regulations and legislation relating to case management, case plans, risk assessments and interventions.
* Broad understanding of the current regulatory framework pertaining to management of alleged misconduct, unlawful and/or harmful workplace behaviour.
* Sound demonstration of written and verbal communication skills and experience, in preparing documentation that includes professional briefs, letters and performance reports, using clear and concise language.
Working at Ambulance Victoria
As a valued member of AV, you will enjoy a professional working environment that recognises the importance of work/life balance. 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.
Important Information
By applying for a position, 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.
Successful applicants will need to be willing to complete pre‐employment screening including references, misconduct and Police Checks.
This position is classified AV4 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021.
EEO Statement
At all levels of our organisation a diverse and inclusive workforce allows us to deliver the best care to the Victorian community, and helps create a healthier, more productive workplace for our people. In the event you require a reasonable adjustment to support your application for this role, please contact and a member of our Recruitment & Selection team will be in touch.
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