Address
Form of workAbout Us
Serco has a dedicated team of over 600 people supporting operations at Fiona Stanley Hospital and works in close partnership with the hospital leadership, WA Health, clinicians, and staff to deliver essential non-clinical facilities management, ICT and HR managed services. Our specialist team designs, manages and optimises the integrated services and are critical to the ongoing delivery of clinical services in Western Australia's largest and most digitally enabled public healthcare facility.
About the Role
You will be responsible for monitoring activity at the Fiona Stanley Hospital site and managing multiple systems including CCTV, intercoms, building management systems and parking systems to receive, prioritise and manage site-based incidents. You will be expected to demonstrate high level of customer service, initiative and planning to ensure an efficient service delivery.
Key Responsibilities Include:
• Responsible for managing the daily operations of the Control Room.
• Coordinate the system Work Orders including monitoring Pre-programmed Maintenance orders to ensure KPI’s are met.
• Continuously monitor the 475+ cameras on the Fiona Stanley Hospital site. In particular, monitor critical areas including Emergency Department and nearby areas. Escalate incidents where required.
• Escalate potential KPI breaches to the rostered Team Leader and/or SIMS Operations Manager.
• Assign work order requests to SIMS Patrol Officer based on precinct assignments via internal electronic programs, 2way radio or phone as required.
• Receive customer queries and assist with troubleshooting where possible or deploy
• SIMS Patrol Officer to resolve customer query.
• Review CCTV footage in relation to incidents, door reader reports, door schedules as directed
• Monitor after hours door access, including operational access doors and door schedules.
• Monitor system alarms and escalate as needed including responding to the fire control system (ELVS)
• Register lost & found and patient property after hours.
• Assist with access card management including resolving access issues, deleting access, or escalating issues as required.
• Assist the SIMS Team leader/ SIMS Operations Manager with gathering evidence / supporting information for KPI disputes.
• Any other operational requirement as directed.
About You
• Ability to multitask and maintain composure in a high pressure environment.
• Demonstrates high level of attention to detail.
• Demonstrates high level and clear communication (written and verbal) skills across many mediums such as work orders, emails, telephones, and 2way radios.
• Uses information networks and knowledge management systems competently.
• Conveys difficult or sensitive information in a tactful, respectful yet firm manner.
• Deals with customer issues in a sincere, non-threatening and friendly way.
• Demonstrates commitment, sensitivity, and responsiveness to the needs of individuals.
• Manages cultural and individual differences in an effective, equitable and consistent way.
You do not need to match every listed expectation to apply for this position. If you like the look of the role, we’d love to hear from you.
This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a Federal police check as an essential selection component for this role.
Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application.
About us – Serco & proud
At Serco, not only is the nature of the work we do important, but everyone has a vital role to play from caring for vulnerable people to managing complex public services. We are a team of 50,000+ globally and 14,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management & citizen services. To learn more please visit www.serco.com/aspac
Why Join Us
• You’d be joining a company that delivers essential public services (in partnership with governments) that impact a better future for communities, & those in our care
• You’ll get to have an impact on how we doings: Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
• We Invest in you: Accelerate your career through our learning & development opportunities – think skills based training, defined career pathways & fantastic internal mobility opportunities across the group!
If you are inspired to make a positive different and would like to be considered for this opportunity, please apply now.
Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day.
We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.
