Communications Centre Manager

7 months ago

Burwood East, Australia Ambulance Victoria Full time

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:

- 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,
- Manage the staffing of the Communications Centre, including arranging standby staff as necessary,
- Develop and implement Communications processes, policies and procedures, ensuring compliance with relevant legislation, business objectives and performance targets,
- Provide guidance regarding the allocation of cases to the appropriate AV resources and information flow as required,
- 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 (e.g. 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**:

- Strong verbal and written communication skills to enable ideas and opinions to be expressed clearly,
- Interpersonal and influencing skills to gain the acceptance and support of ideas,
- Relationship building skills to take appropriate action to develop strong and collaborative relationships with internal and external stakeholders,
- Well developed conceptual, analytical and problem solving skills to enable the identification of issues,
- Leadership and coaching skills to manage and develop others,
- Demonstrated high level of understanding of call taking and dispatch systems / communications technology,
- Required to possess a current Victorian Driver Licence.

Working at AV
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.

How to apply
- Cover letter
- Current Resume

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.

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