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 Manager Triage Operations to provide Strategic Delivery and Leadership of operations in our Secondary Triage service. 

This is a Full Time, Permanent position based in Burwood East with a requirement to be available outside of ordinary working hours and frequently provide advice, support or intervene and manage emergency or time critical incidents or issues to the level of their authority. 

About the role

Reporting to the Director Operational Triage Services, responsibilities of this position include, but not limited to:

• Manage Ambulance Victoria (AV) Secondary Triage staff to achieve compliance with appropriate operating guidelines and performance standards, providing an efficient and consistent approach to service delivery across the organisation
• Working closely with the Manager Clinical Triage, manage the development and delivery of training to all Secondary Triage staff to improve service delivery standards and performance
• Lead structured process improvement and continuous improvement initiatives for greater efficiencies Lead a high‑performing team by setting clear performance direction, providing meaningful coaching and feedback, identifying development needs, and ensuring performance alignment with Ambulance Victoria's strategic priorities and key initiatives
• Monitor, report on and review the performance of Secondary Triage, creating and implementing strategies to improve performance and achievement of KPIs 

About you

To be considered for this position you will need to be an AHPRA Registered Paramedic OR Registered Nurse (Division 1) with previous experience at a senior level in communications (e.g. call taking & dispatch centres/projects) and/or operations within an ambulance, emergency service, health or allied service delivery organisation that would be supported by a tertiary qualification, or related discipline. Other requirements include:

• Demonstrated high level of understanding of call taking and dispatch systems / communications technology
• Experience and understanding of Secondary Triage practices and the whole of health system approach to health pathways
• Extensive experience in leadership, management and supervision of teams and ability to provide welfare and well-being support
• Strong verbal and written communication skills to enable ideas and opinions to be expressed clearly and effectively, to enable the effective interaction with staff at all levels within the organization, stakeholders and members of the public and the preparation of accurate and well-presented documents and reports 

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! 

Anticipated recruitment process: 

Selection for the Manager Triage Operations position will be conducted in three stages. You will be scored and assessed at each stage of the process: 

Stage One – Written Application:

You will be required to upload two documents as part of your written application, which will form an integral part of the selection process and should include:

• Current resume providing detail of your qualifications, skills and experience (maximum 3 pages)
• Cover letter (maximum 2 pages) addressing the following:
  • Your interest in the position – what motivates you to apply, and what draws you to this position?
  • Your relevant skills and experience – How have your capabilities and career background prepared you for success in this role?
  • Your anticipated impact – As a manager, how would you lead improvements to enhance efficiency, quality, or patient outcomes while developing staff performance to achieve departmental objectives? 

Stage Two – One-way video interview:

Eligible applicants will be invited via email to attend a one-way video interview where you will answer two questions. We will utilise the following video interview technology: https://www.criteriacorp.com/interview/video-interviewing. 

Your application (cover letter, resume, and video interview) will be assessed and scored. Shortlisting will be completed by assessing the above areas, with top performers progressing to stage three. 

Stage Three – Panel Interview:

Those who progressed to this stage will undergo a formal panel interview. 

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 as Schedule B – Area Manager 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 

Applications must be submitted by 11.59pm AEST on Friday 15 May 2026. 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 Diana Zimmerman via Diana.Zimmermann@ambulance.vic.gov.au or 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.