Deputy Director Control Centres - NSW Ambulance

Summary about this job

Detail information about job Deputy Director Control Centres - NSW Ambulance. Terms and conditions vacancy

• Use your call centre leadership skills to manage emergency health coordination
• Lead one of the four NSW Ambulance Control Centres; Sydney or Newcastle
• Applications encouraged from within and outside the emergency services sectors

NSW Ambulance is one of the largest and most modern ambulance services in the world and is recognised as a global leader in its field. It is a division of NSW Health and provides emergency and non-emergency clinical care, retrieval and specialist patient transport services to a population of over 7 million, delivered by its 4,500 staff through 300 locations across metropolitan and regional NSW. Through its fleet of 1,500 road based vehicles, helicopter operations, fixed wing aircraft, off-road vehicles, snowmobiles and other bespoke rescue options, NSW Ambulance provides comprehensive rapid response services across a diverse range of scenarios and geographical locations.

NSW Ambulance operates four Control Centres which receive emergency Triple Zero (000) and non-emergency calls for ambulance services. Control Centres are located in Sydney, Newcastle, Wollongong and Dubbo and coordinate ambulances within their geographic area. They also have an Aeromedical Control Centre, located in Sydney. Using sophisticated software and mobile data technology to prioritise each call, Control Centres assign the closest appropriate ambulance, utilising tracking technology and provide paramedics with relevant patient information.

NSW Ambulance is now seeking to appoint two high calibre, contemporary leaders to the roles of Deputy Director Control (DDC), across NSW.

Reporting to the Director, Control Division, you will:

• Lead and coordinate up to 180 staff and a budget of c$20m within the area of your designated Control Centre;
• Ensure the provision of rapid, efficient and appropriate health and rescue coordination, in-line with global best practice;
• Collaborate closely with your local, regional and state-wide operations teams and other stakeholders to ensure that capacity and capability are closely aligned with demand;
• Optimise operational efficiency of the Control Centre, using appropriate technologies and methodologies, within an environment of increasing demand and limited resources;
• Manage all aspects of risk management and governance;
• Foster a responsive, future focused and contemporary organisational culture which supports staff to deliver true excellence in patient care;
• Demonstrate a capability to take a lead role in emergency management within a mobile health service.

To succeed in this role, you’ll have experience leading a complex contact centre/call centre or related operation which delivers outstanding customer service. You’ll understand the importance of utilising technology and people to deliver the best outcomes, in a timely and efficient manner. This experience may have been gained within the public or private sector and from a broad range of industries including, but not limited to, banking, utilities, telecoms, emergency services, airlines.

Critical to your success will be your ability to lead, motivate and inspire your team to be the very best within a highly challenging and demanding environment.

This represents a unique opportunity to utilise your contemporary leadership abilities to deliver a critical service to the residents of NSW.

NSW Ambulance values diversity and is committed to building an inclusive workplace culture that reflects the community it serves. We encourage applications from diverse community groups including Aboriginal and Torres Strait Islander people and people with a disability.

For a confidential discussion, please call Kate Bromley or Rob Macmillan on 02 9091 3251 or email [email protected]. To review the position description or to apply, please refer to our website: derwentexecutive.com.au and search for ref: 23865. Closing date: Sunday, 29th July.

When applying, please specify your preferred location(s) and address the following 2 areas in your cover letter:

• Describe an example of where you have led a contemporary customer centric, service division (such as a contact centre or call centre operation) which delivered outstanding customer experience.
• What were the key challenges and how did you ensure that your team was aligned to the overall strategy?

Note: A recruitment pool may be created through this process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role or similar roles, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 12 months.