The Opportunity

Director, Control Centres

Job Title: Director, Control Centres
Contract Type: Permanent
Location: Glebe, New South Wales
Salary: Negotiable
Reference: BBBH27150_1589784481
Contact Name: Rob Macmillan
Contact Email:
Job Published: May 18, 2020 16:48

Job Description

  • Lead NSW Ambulance's 4 state-wide control centres and teams which manage the response, triage and despatch of ambulance services.
  • Critical strategic and operational leadership role which impacts the health outcomes of your community.

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 250 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. It is a highly complex, geographically distributed organisation with significant multi-stakeholder involvement across its operations, both centrally and locally. The workforce is highly committed, valued and respected and underpins the success of the organisation.

NSW Ambulance operates four Control Centres which receive emergency Triple Zero (000) and non-emergency calls for ambulance services, located in Sydney, Newcastle, Wollongong and Dubbo. They also have an Aeromedical Control Centre, located in Sydney. The teams handle over 3,000 calls per day and are critical to the provision of appropriate medical responses and underpin the overall success of NSW Ambulance. Due to internal progression, we are now seeking an outstanding person to lead this division.

The Director Control Centres reports to the Executive Director Clinical Operations, is responsible for a budget of $80m and leads a direct team of 8 and a much larger indirect team. In this role, you will:

  • Lead and manage the control centre division at a strategic and operational level, ensuring the teams support world class, state-wide service delivery;
  • Lead and direct the planning and implementation of efficient call taking, triage, dispatch and alternate referral pathways in response to emergency and non-emergency response for ambulance services;
  • Ensure that the control centres have the capacity, capability and structure to respond to emergency and non-emergency requests within agreed performance metrics and budget;
  • Work closely at all levels within NSW Ambulance to ensure that the control centre strategy is aligned to the overall NSW Ambulance strategy;
  • Develop long term strategies and programs to improve the operational efficiency of the control centre division through the adoption of global best practice methodologies;
  • Build strong relationships across a variety of key stakeholders including other statewide, national and international emergency services, NSW Ministry of Health, local health districts and other associated agencies;
  • Foster a responsive, future focused and contemporary culture which supports staff to deliver true excellence in patient care.

To succeed in this role, you'll be a contemporary leader with significant executive experience managing complex, 24/7 contact centres within a large, customer focused, multi-site organisation. This experience may have been gained within the public or private sector, however experience working within or at the intersection of emergency management and government in your recent career would be valuable. You will be an outstanding communicator able to lead, motivate and inspire your team to be the very best, within a highly challenging and demanding environment. You will possess excellent stakeholder skills and a natural ability to influence and engage at all levels.

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.

To request an Executive Brief or to apply please email Rob Macmillan, Partner - Health or Zoya Salah at quoting reference 27150.

Applying for this Role

When applying, you are required to address the following 2 areas in your cover letter:

  • Give a recent example of when you have led a major organisational reform within a complex 24/7 contact centre environment, ideally citing an example which has an emergency management or government component or intersection. How did you go about it and what was the outcome?
  • Describe how you managed complex stakeholder issues within your organisation, resulting in a positive outcome for all parties.

Essential Requirements

The successful candidate will have:

Appropriate tertiary qualifications and/or extensive experience as part of a senior/executive management team in a substantial and complex service delivery organization.

This is an ongoing, full time, Band 1, Health Service Senior Executive (HSSE) role. An attractive remuneration package within the range of Band 1 $208,519 - $231,573 pa with annual performance reviews, will be negotiated with the successful applicant.

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