Duty Support Officer (Fixed Term)

We have an exciting opportunity to join the Hato Hone St John Integrated Operations Centre (IOC) as a full-time, fixed-term (6-month) Duty Support Officer, with the potential for the role to become permanent based on ongoing business needs.

The IOC ensures optimal outcomes for all callers and patients requesting advice or care from the ambulance service. This role supports performance monitoring and resource planning for optimal production hours of the Emergency Ambulance Service and Health Services.  

You’ll leverage your expertise in high-quality analytics to uncover key trends and issues, using real-time data and advanced analysis to drive informed operational decision-making, including destination demand management. 

• Operational logistics, problem solving and analytics 
• Mt Wellington location 
• Shifts covering 24/7  

Key responsibilities include: 

• Emergent roster planning- supporting the National Rosters teams to provide 24/7 roster monitoring and management of roster changes at short notice to maximise production hours, minimise recall and optimise skill mix.  
• Performance monitoring-coordinating and reporting on clinical and operational performance KPIs and insights. Tracking incidents that missed a target and why, to develop recommendations to proactively improve performance and efficiency.  
• Real time Resource Escalation Actions Plan (REAP)- tracking the different variables of the real time REAP and recommending actions to limit the real time REAP level.  
• Destination management- monitoring the time ambulances spend at hospital and escalating when required, in order to improve resource availability. This also includes collecting information from Hospitals on bed capacity by location to ensure destinations have the capacity to receive certain patients in major incidents.