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Recommendation 14: Enhancing perceptions of independence and supporting capability for the new organisational response to reports and complaints of unlawful conduct

The recommendation

In establishing the new organisational model to respond to reports and complaints of unlawful conduct, Ambulance Victoria should:

  1. develop position descriptions for key roles within the new organisational model that reflect the key attributes, skills and expertise necessary for staff in complaint handling roles
  2. ensure that the staff appointed have a range of skills and experiences – such as professional experts in human resources, equal opportunity issues, bullying, discrimination, dispute resolution and restorative approaches, as well as data analytics and investigations expertise – and are a blend of internally and externally appointed staff
  3. ensure sufficient resourcing is available to meet demand and established service standards (see Recommendation 20)
  4. create a distinct reporting structure outside existing operational divisions that reports directly to the Chief Operations Officer.

What we are doing

  • Design, consult on and seek approval of proposed structure and roles and recruit and onboard staff (R13)
  • Work closely with the Department of Health to adequately fund the new report and complaint system to meet demand and established service standards
  • Create a new reports and complaints model that reports into the COO and close the Professional Conduct Unit

Where we are up to

29/07/2022

  • AV has begun initial work on the design of the new reports and complaints system, in line with the model proposed by the Victorian Equal Opportunity & Human Rights Commission and reporting to the Chief Operations Officer. AV has appointed an Interim Director of the Professional Standards and Behaviours Department.
  • AV has developed position descriptions for key foundational roles in the Professional Standards and Behaviours Department that reflect the necessary core attributes, skills and expertise required to provide effective complaint handling.
  • AV has engaged and is working closely with a recruitment agency to ensure staff to be appointed to the Professional Standards and Behaviours Department have a range of skills and experiences in areas such as bullying, discrimination, dispute resolution, investigations etc.

Timeframe

To be confirmed

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