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 Case Manager to join the Professional Standards and Behaviours Department to provide professional advice and analysis to all complaint parties, in line with policy, and to deliver a person-centred and trauma informed approach, contributing to efficient resolution of workplace conduct matters.
This is a Full Time, Permanent position. While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Blackburn Business Centre/Doncaster Headquarters in line with our hybrid working model.
About the role
Reporting to the Senior Manager Intake Response and Support, responsibilities of this position include, but not limited to:
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Coordinate the progress of complaints throughout the complaint life cycle, including preparing for triage, developing, and implementing a case management plan, and referring to investigations team when required
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Contribute to recommendations on emerging conduct issues and trends, devise strategies to prevent and minimise professional conduct matters to improve compliance with AV's policies and legislative requirements relating to conduct matters
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Single point of contact for all parties to a complaint throughout its life cycle to provide professional responsive support and advice ensuring they are aware of options, processes, timelines, and regularly updated on progress
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Liaise with external and internal stakeholders to finalise case matters, including preparation of research findings and prepare comprehensive documentation relating to professional and behavioural conduct matters, to ensure the appropriate parties are kept informed of relevant issues and/or appropriate recommendations are made
About you
To be considered for this position you will possess:
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Completion of a degree or relevant industry certification with proven subsequent relevant experience, or an equivalent combination of training and sound experience in an Industrial Relations or Human Resources related discipline would be highly regarded
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Experience in providing advice and information on workplace conduct matters across a large and diverse organisation
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An extensive working knowledge and application of general and specialist HR practices, regulations and legislation relating to case management, case plans, risk assessments and interventions
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Broad understanding of the current regulatory framework pertaining to management of alleged misconduct, unlawful and/or harmful workplace behaviour
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Sound demonstration of written and verbal communication skills and experience, in preparing documentation that includes professional 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 community. If you are ready to be an integral part in bringing our values of Care, Accountability, Respectand Excellenceto 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 AV4under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021.
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:
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Cover letter outlining your interest in the role
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Current resume
When submitting your application, you will be prompted to respond to the following questions:
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What motivated you to apply for the Professional Standards and Behaviours Department Case Manager position at Ambulance Victoria?
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Tell us about a complex workplace conduct or misconduct case you managed, or had exposure to, end-to-end. Describe how you applied relevant legislation, policies, and evidence-based case management practices for the matter.
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Describe a time when you provided advice on a sensitive workplace behaviour issue to multiple stakeholders across a large or diverse organisation. How did you ensure your communication (both written and verbal) was clear, consistent, and appropriate for different audiences?
Please note: Answers are limited to 500 words each and a separate document responding to the key selection criteria is notrequired.
Applications must be submitted by 11.59pm AEST on Tuesday 16 June 2026. 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 James Brigden or recruitment via
[email protected] or
[email protected] 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 [email protected] and a member of our Recruitment & Selection team will be in touch.