Executive Manager, Operations Centre

The Executive Manager, Operations Centre is a key operational role in the QAS, with a primary focus on caller engagement. The role encompasses all facets of the call taking and dispatch functions, customer service and resource deployment models; whilst accounting for the broader concepts involved in dynamic resource deployment.

The role is responsible for all aspects of operational service delivery and performance within the Operations Centre, to ensure the QAS can effectively meet service delivery needs, standards and business objectives.

We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes:

• Highly developed leadership skills with demonstrated capabilities and experience in managing the complex and diverse coordination of pre-hospital care delivery within a demanding Operations Centre environment.
• Detailed knowledge and understanding of contemporary issues affecting caller engagement and resource deployment in the delivery of ambulance services and the proven ability to understand and apply relevant business and resource management principles to support the provision of high-quality pre-hospital patient care to the Queensland community.
• Demonstrated highly developed communication, negotiation, consultation and collaboration skills with the proven ability to build and maintain productive relationships with a broad range of internal and external stakeholders.
• Highly developed conceptual, analytical and problem-solving skills including a demonstrated ability to interpret trend/output/outcome performance data to drive performance improvement.
• Demonstrated ability to contribute to strategic planning and the provision of policy advice, including Operations Centre operational policies, standards and service improvement initiatives.
• Proven ability to drive, influence and implement organisational change and service system reforms to ensure that QAS service delivery systems are increasingly responsive to the needs of patients and stakeholders.
• Demonstrated commitment to implement practices which promote a fair and ethical workplace, employment equity, cultural diversity and occupational health and safety.

Mandatory/Special conditions/Other requirements:

The following mandatory requirements, special conditions and/or other requirements apply to this role:

• Applicants must have a Diploma of Health Science (Pre-Hospital Care) or a Certificate IV in Ambulance Communications - Dispatch; or equivalent qualifications, as deemed appropriate by the Commissioner, QAS.
• Applicants are required to hold an open Queensland “C” Class Driver's Licence (for a manual motor car) prior to the closing date for applicants. Interstate and international applicants must hold an equivalent licence at the time of applying and will be expected to obtain a Queensland Driver's Licence upon appointment.
• Whilst not mandatory, tertiary or postgraduate qualifications in a business-related discipline and completion of an appropriate management/supervisory training course will be highly regarded.
• It is an express condition of employment for all people who are to perform roles with direct patient contact to be, and remain, vaccinated against the following infectious diseases during their employment: Diphtheria; Tetanus; Pertussis (Whooping Cough); Hepatitis B; Measles, Mumps, Rubella (MMR); Varicella (Chickenpox); Influenza. Please note, there may be additional vaccination requirements depending on individual circumstances as specified in the QAS Infection Control Framework.
• Position may require participation in shift work (including weekends and public holidays), on-call duties and undertake overtime.

Applications to remain current for 12 months.