Job Type: Ongoing - part time Category: Administration / Secretarial Location: Essendon Fields Date Advertised: 15-APR-25 Job Reference: AV/1855947 Job Title: Call Takers VST and Retrieval Administration Support Officers Business Unit: Division: Summary: 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 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 join a team dedicated to bringing our vision to be a world leading ambulance service to life.  The Complex Care division brings together three statewide services within the Specialist Operations & Communication Division. Adult Retrieval Victoria (ARV), the Victorian Stroke Telemedicine service (VST) and Air Ambulance Victoria (AAV) make up this division.  Many rural and regional hospitals do not have a stroke specialist on site or lack around-the-clock access to stroke expertise. The VST service provides treatment advice and management for patients who present to VST participating hospitals with suspected stroke symptoms across Victoria and North-West Tasmania. VST is a virtual service which enables cross organisational collaboration to ensure stroke patients receive the best possible care no matter their location.  ARV provides critical care coordination and advice, retrieval of critical care patients and major trauma advice and referral for adults across Victoria. ARV liaise closely with public and private hospital critical care units (ICU/HDU/CCU/ED) to facilitate access to critical care beds when required. Critical care beds in the state are closely monitored to optimise the use of critical care resources.  Opportunities exist to become a valued member of the Complex Care team, working within the ARV and VST departments. VST and ARV are seeking both casual and permanent part-time Call Takers VST and Retrieval Administration Support Officers (RASO) to join the team.  Successful applicants will be required to work onsite at our offices within Essendon Fields and will be rostered to a rotating 24/7 roster, on shifts of varying duration ranging between 8–10 hours. On the job training will be provided to the successful candidates.  Reporting to the Manager VST, the Call Taker VST is the first point of contact for VST telephone referrals and works closely with our team of Neurologists/Stroke Specialists to provide timely and efficient call taking, administration and office support.  Reporting to the Senior Retrieval Call Taker Team Leader, the Retrieval Administration Support Officer's (RASO) primary objective is to provide efficient and effective call taking, administration and office support to ARV.  Responsibilities of these positions include, but are not limited to: Respond appropriately to queries, provide information, standard services and refer callers as guided by procedures and policy Collect required material and complete live data entry of case information into the VST/ARV case management systems Finalise and distribute relevant and accurate documentation relating to VST referrals Communicate any identified best care and patient focussed opportunities, and systems and process improvements that would enhance VST and ARV's professional service Work cooperatively in a cross functional team through collaboration and timely sharing of relevant information in pursuit of shared goals Assist ARV Clinical Coordinator with case logistics and ARV retrieval tasking  Ideal candidates will have: A qualification in business administration or health care (desirable) Demonstrated experience and expertise in providing telephony and administrative support in a customer service environment, preferably within the healthcare sector Proven experience and proficiency in using customer/patient management systems and Microsoft Office suite applications Effective interpersonal skills to gain acceptance and support of ideas, and the ability to modify style to accommodate situations, tasks and individuals Ability to operate under pressure in a stressful environment and work effectively within tight timelines Judgement and maturity to ensure matters of a confidential or sensitive nature are handled and dealt with appropriately and diplomatically  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 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!  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.  These positions are classified AV2 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021. The position descriptions can be found on the AV Careers website https://careers.ambulance.vic.gov.au.  Your application is an integral part of the selection process and should include:  Cover letter, including your preference of weekly hours A separate document (no more than 2 pages) addressing requirements in the “about you” section of this advertisement  Applications must be submitted by 11.59pm AEST on Tuesday 29 April 2025. 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@ambulance.vic.gov.au or 03 9840 3653.   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 recruitment@ambulance.vic.gov.au and a member of our Recruitment & Selection team will be in touch.