Senior Manager Intake, Response & Support

• Join high profile organisation that has the imprimatur to implement sweeping reform.
• Lead, coach and empower a team of specialists, developing conflict resolution/complaint management capabilities to a high level of expertise.
• Establish safe and supportive processes and practices.

Visit our microsite for more detailed information or apply below.

The Position

Ambulance Victoria (AV) is committed to creating a safer, more inclusive and more equal workplace based on recommendations from the Victorian Equal Opportunity and Human Rights Commission. The organisation has accepted the Commission’s recommendation to establish a new organisational response to complaints of unlawful and harmful conduct and accordingly, AV seeks to appoint an influential and collaborative leader in the role of Senior Manager Intake, Response and Support.

Reporting to the Director Professional Standards and Behaviours, the Senior Manager IR&S, will lead a team of specialists that receive and assess and manage workplace complaints and support stakeholders though to resolution, utilising a person-centred and trauma informed approach. The Senior Manager IR&S will play a key leadership role in the coordination of workflow, ensuring all complaints are triaged and assigned to the appropriate team members and that safe and supportive processes and practices underpin the work of the team.  The Senior Manager IR&S will oversee a team of case managers providing support to them and also monitoring to ensure the Department meets its objectives in providing timely and transparent case management. With a collaborative approach to stakeholder engagement and in conjunction with the Director, the Senior Manager will position the team as a trusted source of assistance for the operational functions of the organisation, maintaining best practice and ensuring continuous improvement.

The successful candidate will have deep expertise in Federal/State legislation, principles, practice and case management techniques and procedures relating to workplace harm matters.  With relevant experience in the leadership and resolution of conduct/interpersonal conflict matters, the incumbent ideally will have worked within a large complex organisation and have experience fostering strong stakeholder relationships across an organisation.  Exceptional communication and organisational skills and the ability to lead with empathy and compassion, whilst working in a high intensity environment will contribute to success in this role. Completion of a postgraduate degree in Industrial Relations, Human Resources, Human Rights or equivalent or extensive relevant experience is essential.  Additional tertiary qualification in a legal discipline will be highly regarded.

The Organisation

Ambulance Victoria’s (AV) workforce of more than 6,000 highly trained paramedics and intensive care paramedics, some 1,500 community first responders and over 500 corporate and specialist support staff are dedicated to providing best care every single day.

With a 138-year history of leveraging leading edge research and innovative, and evidence-based clinical practices, Ambulance Victoria responds to close to a million Triple Zero (000) calls for emergency medical response annually.

AV is a unique working environment, where the actions of each employee and volunteer contribute to the aim of caring for our patients. With the lifesaving work of AV paramedics at the cornerstone of our work, what goes on behind the scenes is just as important to helping us help the community.

At all levels of AV, a diverse and inclusive workforce allows the organisation to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for the people within AV.

To apply – please click on ‘APPLY NOW’ and using reference AMBirs0423, address your cover letter and resume to Sandra Kerr or Sally Trathen, of Fisher Leadership, or call 1300 347 437 for further information.