Senior Intake Advisor

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 Intake Advisor to provide person-centred and trauma informed specialist advice to employees and managers regarding the complaints system, options for dispute and conflict resolution for our Integrity, Standards, & Prevention Department.

This is a Full-Time, Permanent position. While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Doncaster 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:

• Assist with the assessment and triage of complaints in a timely manner to determine the appropriate course of action in accordance with AV policies and guidelines
• Provide expert advice, guidance, and support to affected employees and managers regarding complaint processes and resolution pathways, including on restorative practices and alternative pathways to resolve matters that are outside the scope of the department
• Develop and implement policies, procedures and templates to support effective complaint management and resolution in accordance with organisational and statutory requirements
• Continually assess safety and well-being of affected employees, ensure supportive pathways are in place including management of immediate risk and referrals to appropriate wellbeing services
• Provide authoritative advice, guidance, and support to other departments within AV regarding appropriate pathways and practices to prevent workplace conflict and/or to intervene early when conflict occurs
• Assist with case management load when required

About you

To be considered for this position you will possess a postgraduate 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. Other requirements include:

• Proven relevant experience in the management, leadership, and resolution of professional conduct matters within a large and complex organisation
• Expert knowledge and proven understanding of Federal/State legislation, dispute resolution and conciliation services, practices, and equal opportunity
• Strong stakeholder engagement skills with experience in establishing, developing, and nurturing relationships with internal and external stakeholders at all organisational levels
• Sound knowledge and experience in person-centred and restorative workplace practices with demonstrated record of delivering safe and fair alternatives
• Proven experience preparing briefs, letters, and performance reports using clear and concise language

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 c ommunity.  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 2025

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

When submitting your application, you will be prompted to respond to the following questions

• What motivated you to apply for the role?
• What areas of employee misconduct do you have experience with?
• Describe your process for triaging and managing multiple misconduct matters.

Please note: Answers are limited to 500 words each and a separate document responding to the key selection criteria is not required.

Applications must be submitted by 11.59pm (AEST) on Sunday 13 September. 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 ***********@ambulance.vic.gov.au or 03 9840 3***.

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 ***********@ambulance.vic.gov.au and a member of our Recruitment & Selection team will be in touch.