First listed on: 25 June 2024

Director, Operational Triage Services


At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient and sits at the heart of everything we do. No matter what role you play in delivering our critical services to the Victorian public, you join an organisation dedicated to bringing a vision of ‘Outstanding emergency health care every time' to life.  

About the position 

Ambulance Victoria's Operational Triage Services division is comprised of experienced operational staff who determine urgency of medical cases over the phone and direct resources accordingly. Providing statewide secondary triage services, our Operational Triage Services division oversees aspects of secondary triage, video assisted triage, Patient Management Plan development, Frequent called/Complex caller management and delivery of TelePROMT/RACER. 

We are currently seeking a suitably experienced senior leader for the position of Director, Operational Triage Services. Reporting directly to the Executive Director, Operational Communications, this position will be responsible for the strategic management, leadership and development of AV's state-wide Operational Triage Services and will be critical to: 

  • Establishing and maintaining a high performing patient centred culture within Triage Services to deliver best care through the effective day to day oversight of all aspects of the division
  • Overseeing the development and implementation of systems responding to present and future service delivery
  • Monitoring and reporting on overall service delivery and performance, whilst creating and implementing strategies to improve performance and achievement of KPIs
  • Providing open and effective leadership to build a high-performance, collaborative culture that fosters continuous improvement and professional development
  • Leading and contributing to a safe, lawful, and respectful workplace culture through the modelling of ethical and positive behaviours consistent with the AV values 

About you 

Suited to a highly motivated and strategic individual, the successful applicant will possess: 

  • Significant operational leadership and enterprise management experience, ideally supported by a tertiary qualification in business, management, or public administration
  • Industry experience working in a complex organisation with diverse business requirements, preferably in the Health Sector or Emergency Services field
  • High level understanding of Secondary Triage practices and the whole of health system approach to the development and supplementation of health pathways
  • Senior experience in the development, implementation and evaluation of process improvements and efficiencies
  • Excellent communication skills with an ability to build and maintain relationships and influence, negotiate, and generate engagement with a range of stakeholders, both internally and externally 

Hybrid working options are available however it is essential that the successful applicant maintains a significant presence at our Burwood Business Centre.    

Working at AV 

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! 

Successful applicants will need to have received the mandated influenza, COVID-19 vaccinations and be willing to complete pre-employment screening including references, misconduct, and Police Checks. 

By applying for this position with Ambulance Victoria, 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. 

This position is graded at AV7 under the AV (Management and Administrative Staff) Enterprise Agreement 2021. 

The Position Description for this role can be found at

How to apply 

Your application will form an integral part of the selection process and should be of a high quality including:  

  • Cover letter
  • Current resume
  • A statement (maximum one page) advising on your interest in the position, how your skills and experience to date would set you up for success in this position and what you anticipate your impact would be  

Applications must be submitted by 11.59pm AEST on Thursday 18 July 2024 by clicking ‘apply'Applications must be submitted via the AV Careers website to be considered.Emailed applications will not be accepted. 

For any queries, please contact Danielle Bourke, Lead, Recruitment and Selection via phone - 0417 374 824 or email – 

At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people

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