Operations Centre Supervisor

The Operations Centre Supervisor (OCS) is a key role within the QAS Operations Centres, with responsibility for the supervision and day to day management of Operations Centre functions and staff, to ensure the provision of efficient frontline operational service delivery.

The role provides support to the Director or Executive Manager, Operations Centre in developing and implementing reforms and service improvement initiatives and contributes to the overall future direction of QAS service delivery.

The Operations Centre Supervisor will ensure that high quality, timely and appropriate pre-hospital care and transport services are provided to the Queensland community and will actively contribute to the achievement of QAS business objectives and key performance indicators determined by the Commissioner.

• Supervise and manage all aspects of operations and performance within the Operations Centre, including service standards, logistics, human resource management activities, communications systems, ancillary equipment and workplace health and safety requirements, to meet QAS operational service delivery needs and business objectives.
• Supervise and support the telephone call taking and dispatch performance of Emergency Medical Dispatchers (EMDs) in line with the Operations Centre Standard Operating Procedures.
• Supervise and support the efficient and effective deployment of operational resources to meet community demand, in conjunction with the Clinical Deployment Supervisor.
• Answer calls for assistance for both emergency and routine incidents, including life threatening situations, and provide pre-arrival advice, including first aid instructions when required.
• Monitor patient transport services, aero-medical coordination and clinical coordination.
• Operate communications systems and ancillary equipment in accordance with procedures.
• Contribute to the professional development of EMDs, in collaboration with the Professional Development Officers and in line with QAS education standards and priorities.
• Actively foster and promote the principles of collaborative teamwork and quality client service and maintain a supportive work environment in which Operations Centre staff can continuously learn and build capability.
• Develop and implement recommendations for the enhancement of operational and administrative policies and procedures to ensure continuous improvement.
• Prepare routine and specific reports for the Director and/or Executive Manager, Operations Centre as required.
• Review and report on training and education programs for Operations Centre staff.
• 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 certificate of practice as determined by the 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.
• Uphold the QAS Statement of Commitment to Aboriginal and Torres Strait Islander peoples and Cultural Safety Policy Statement and prioritise safe, effective, quality healthcare that is free from racism and discrimination.
• Fulfil the responsibilities of this role in accordance with Queensland Public Sector and QAS values.

Occupational group Health - Qld Ambulance