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

Ambulance Victoria (AV) has appointed staff to all roles created within the Professional Standards and Behaviours Department, amounting to a significant increase in resourcing to ensure AV can operate a person-centred, trauma informed and timely report and complaint system. In doing so, it has appointed a blend of internal and external staff who have expertise in complaint handling, human resources, workplace investigations, mediation and restorative approaches, equal opportunity and bullying and harassment, law and data analytics.

In December 2022, AV determined to establish the Professional Standards and Behaviours Department within the Office of the Chief Executive, which was endorsed by the Victorian Equal Opportunity and Human Rights Commission.

Ambulance Victoria has finalised Position Descriptions for all roles in the Professional Standards and Behaviours Department. Several roles have been filled with skilled staff from diverse professional backgrounds. A recruitment campaign is underway with support from an external recruitment provider to identify quality candidates for remaining roles in the department.

Careful consideration has been given to resourcing levels to ensure the department has sufficient capacity to support a person-centred and trauma-informed report and complaint system.

• A number of Position Descriptions for key roles have been finalised, with drafting of the remaining ones underway, to be finalised in the coming weeks. It is important to note that effort has been made to ensure the roles align with leading practice approaches.
• In recent weeks, internal and external staff have been appointed and seconded to several key roles. They have been selected based on their subject matter expertise and considerable experience in critical areas.
• As part of the work to establish the Professional Standards & Behaviours Department (PSBD), careful consideration has been given to resourcing levels to enable it to have sufficient resources to support a person-centred and trauma informed report and complaint system.

• In 2022, Ambulance Victoria created position descriptions for key roles in the new Professional Standards & Behaviours Department that reflect the essential attributes, skills and expertise of effective complaint handling. We made these available as part of the consultation on the proposed structure and roles in the division, to enable our workforce and the unions to help shape the department and we continue to consider this feedback as we finalise the structure.
• In late 2022, Ambulance Victoria began recruiting to three priority roles (Director, Senior Manager Investigations and Senior Investigator) for the Professional Standards & Behaviours Department, using the specialist expertise of recruitment agencies to support us in identifying skilled and expert team members. The Senior Manager Investigations will commence in March 2023. Further recruitment will occur once the departmental structure is finalised . Ambulance Victoria remains committed to ensuring sufficient resourcing is available to meet demand and leading service standards.
• In December 2022, the Victorian Equal Opportunity & Human Rights Commission endorsed Ambulance Victoria’s decision to situate the Professional Standards & Behaviours Department within the Office of the Chief Executive (noting Recommendation 14(d) had initially called on Ambulance Victoria to assign accountability for the new complaints department to the Chief Operations Officer). This altered reporting line still enables Ambulance Victoria to deliver on the intent of the recommendation to enhance perceptions of independence.

• 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.