Statewide Services; Office of the Commissioner; Head Office; Kedron
The Communications Quality Support Officer is a key member of the Quality Assurance Unit, State Communications Development, contributing to a Communications Quality Systems Framework delivered through eight Operations Centres (OpCens) across the state. The Communications Quality Support Officer is responsible for conducting case reviews on randomly selected code one and two responses and calls handled in all Operations Centres across Queensland. The role contributes to help desk and support functions for OpCen Emergency Dispatch- Quality (ED-Q) and Professional Development staff and also contributes to other activities in relation to future developments in ambulance communications.
The Communications Quality Support Officer is a key motivator for the achievement of excellence in OpCens performance through the coaching and mentoring of OpCen quality specialist (ED-Q) personnel.
We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes: Demonstrated ability to contribute to strategic planning and the provision of policy advice, including State Operations Centre policy, standards, and service improvement initiatives; and the proven ability to review, develop and implement operational plans and policy for an ambulance service or similar emergency service organisation. Detailed knowledge and understanding of contemporary issues affecting the Operations Centre services, including experience with the computer aided dispatch software and its application. Demonstrated capabilities and experience in successfully supporting and implementing organisational change, system reform and enhanced customer service delivery models in a complex Operations Centre environment, working with a diverse range of stakeholders. Proven well-developed conceptual, analytical, and problem-solving skills, including a demonstrated ability to interpret trend/output/outcome performance data to drive performance review and improvement. Demonstrated well-developed communication, negotiation, collaboration and presentation skills and the proven ability to build and maintain productive relationships with a broad range of internal and external stakeholders to achieve organisational outcomes. Proven project management skills including the ability to set priorities, work under pressure, achieve deadlines and successfully manage multiple projects in a complex environment of competing priorities and limited resources. Applications to remain current for 12 months. Further information We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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