Professional Standards Case Manager

**Overview**:
**Work Type**:Ongoing - Full-time

**Salary**: Salary not specified

**Grade**:Grade in advertisement

**Occupation**:Governance and risk management

**Location**:Melbourne - Eastern suburbs

**Reference**:AV/1880998
- 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.
- We are seeking a **Professional Standards Case Manager** to provide support for our Professional Standards and Behaviours Department.
- Our Professional Standards Department operates with a dual mandate of response and prevention. A trauma-informed, person-centred process for responding to workplace harm and misconduct, whilst also delivering an evidence-based, preventative program of work to reduce the incidence of workplace harm for our people.
- The department is committed to modelling a psychologically safe and collaborative working environment that fosters excellence and continuous improvement.
- This is a Full-time, ongoing position. While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Blackburn North in line with our hybrid working model.

**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
- Single point of contact for all parties to a complaint throughout its life cycle to support and advise ensuring they are aware of options, processes, timelines, and regularly updated on progress
- 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
- Provide professional, responsive advice and recommendations via documented case plans that focus on people-centred resolutions
- Provide advice on potential resolution pathways, whilst considering the obligations of the organisation

**About you**
- To be considered for this position you will possess 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. Other requirements include:

- A commitment to a high-performing, psychologically safe and collaborative team environment
- Experienced case manager with demonstrative knowledge of evidence based professional standards case management practices
- Broad understanding of the current regulatory framework pertaining to management of alleged misconduct, unlawful and/or harmful workplace behaviour
- Experience in providing advice and information on workplace conduct matters across a large and diverse organisation

**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. If you are ready to be an integral part in bringing our values of **Care, Accountability, Respect**and** Excellence**to life at AV, we want to hear from you

**Important information**
- 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.

**How to apply**
- 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 close Friday 5 September 2025 at 11.59pm

Posted
- 22 August 2025