Professional Standards Case Manager

Join to apply for the Professional Standards Case Manager role at Ambulance Victoria. This is a Full-time, ongoing position. While work-from-home/hybrid options are available, the successful applicant must maintain a presence at Blackburn North in line with the hybrid working model.

Ambulance Victoria (AV) is committed to saving and improving lives by providing outstanding care for patients. The Professional Standards Department operates with a dual mandate of response and prevention, using a trauma-informed, person-centred process for responding to workplace harm and misconduct while delivering an evidence-based program to reduce workplace harm for AV people.

AV fosters a psychologically safe and collaborative working environment that supports excellence and continuous improvement.

• Reporting to the Senior Manager, Intake, Response and Support, this role coordinates the progress of complaints throughout the complaint life cycle, including triage preparation, development and implementation of a case management plan, and referral to investigations when required.
• Act as the single point of contact for all parties to a complaint, advising on options, processes, timelines, and providing regular progress updates.
• Contribute to recommendations on emerging conduct issues and trends; devise strategies to prevent and minimise professional conduct matters to improve compliance with AV policies and legislative requirements.
• Provide professional, responsive advice and recommendations via documented case plans that prioritise people-centred resolutions.
• Offer advice on potential resolution pathways while considering organisational obligations.

• Degree or relevant industry certification with proven relevant experience, or an equivalent combination of training and experience in Industrial Relations or Human Resources.
• Commitment to a high-performing, psychologically safe and collaborative team environment.
• Experienced case manager with knowledge of evidence-based professional standards case management practices.
• Extensive knowledge of general and specialist HR practices, regulations and legislation relating to case management, case plans, risk assessments and interventions.
• Broad understanding of the regulatory framework pertaining to management of alleged misconduct, unlawful or harmful workplace behaviour.
• Experience providing advice and information on workplace conduct matters across a large and diverse organisation.

AV offers a professional working environment with work-life balance, salary packaging options, generous personal leave entitlements, accrued days off for full-time roles, and on-site parking. AV values Care, Accountability, Respect and Excellence.

By applying for a position, you agree to undertake an assessment of any secondary employment or outside interests to avoid potential conflicts of interest. Successful applicants will need to complete pre-employment screening including references, misconduct checks and Police Checks. The position is classified AV4 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021. The position description is available on the AV Careers website.

Your application should include:

• Cover letter outlining your experience and interest in the position
• Current resume
• A separate document addressing the key selection criteria from the position description

Applications must be submitted by 11.59pm AEST on Friday 5 September 2025 via the AV Careers Centre website. Emailed applications will not be accepted. For further information, refer to the AV recruitment page or contact recruitment at recruitment@ambulance.vic.gov.au or 03 9840 3653.

Note: AV is committed to a diverse and inclusive workforce. If you require a reasonable adjustment to support your application, please contact us at recruitment@ambulance.vic.gov.au.