Job Description

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 Senior Case Manager to provide authoritative expertise and professional advice, analysis, and 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, fixed-term (12 months) 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 & Support, responsibilities of this position include, but not limited to:

• Coordinate the progress of complex 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 complex complaint throughout its life cycle to support and advise ensuring they are aware of options, processes, timelines, and regularly updated on progress
• Provide end to end case management, supporting and advising managers on complex, challenging and sensitive cases
  • Guide, coach and mentor direct reports to ensure planning and team goals are achieved by regularly monitoring and assessing performance, providing constructive feedback, and highlighting development needs
  • Identify and make 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 

About you

To be considered for this position you will possess a post graduate degree or relevant industry certification with high level relevant experience, or an equivalent combination of training and sound experience in an Industrial Relations or Human Resources related discipline.

• A commitment to a high-performing, psychologically safe and collaborative team environment
• Significant experience in managing end to end complex and sensitive cases and professional conduct matters, preferably, in a public sector organisation with the ability to conduct investigations as required
• In-depth understanding of the current Industrial Relations framework
• Significant experience in managing a team, providing advice and information on workplace conduct matters
• Proven experience preparing briefs, letters, investigation and performance reports using clear and concise language
  • Strong written and verbal communication skills to ensure clear, concise and accurate preparation of reports and other documentation for a broad range of internal and external audiences 

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

By applying for a position, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role. 

Successful applicants will need to be willing to complete pre-employment screening including references, misconduct and Police Checks. 

This position is classified AV5 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021. 

The position description can be found on the AV Careers website https://careers.ambulance.vic.gov.au. 

How to apply

Your application is an integral part of the selection process and should include: 

• 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 must be submitted by 11.59pm AEDT on Thursday 27 February 2025. Applications must be submitted via the AV Careers Centre website https://careers.ambulance.vic.gov.au to be considered. Emailed applications will not be accepted. 

For further information, please refer to ‘Applying for a position with Ambulance Victoria‘. For any further queries please contact recruitment via recruitment@ambulance.vic.gov.au or 03 9840 3653.

At all levels of our organisation a diverse and inclusive workforce allows us to deliver the Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people. In the event you require a reasonable adjustment to support your application for this role, please contact us at recruitment@ambulance.vic.gov.au and a member of our Recruitment & Selection team will be in touch.