The Quality Assurance Officer (QAO) is a key operational role within the QAS Operations Centres and is responsible for completing case evaluations on individual Emergency Medical Dispatchers (EMDs) to ensure compliance with the Medical Priority Dispatch System (MPDS) and organisational requirements.

Quality assurance is a comprehensive, continuous and cyclic process of review, evaluation, measurement, reporting, education and feedback in regard to the performance of EMDs.

Case evaluations conducted locally by Quality Assurance Officers provide the best opportunity for supervisors and managers to understand individual EMD performance.

Job details

Purpose of the role:

The Quality Assurance Officer (QAO) is a key operational role within the QAS Operations Centres and is responsible for completing case evaluations on individual Emergency Medical Dispatchers (EMDs) to ensure compliance with the Medical Priority Dispatch System (MPDS) and organisational requirements. Quality assurance is a comprehensive, continuous and cyclic process of review, evaluation, measurement, reporting, education and feedback in regard to the performance of EMDs. Case evaluations conducted locally by Quality Assurance Officers provide the best opportunity for supervisors and managers to understand individual EMD performance. This data informs and aids continual improvement, recognition of high performance, and the identification of risk. The Quality Assurance Officer will also actively contribute to the achievement of QAS business objectives and key performance indicators determined by the Commissioner.

Key responsibilities:

- Monitor and report on the quality of the call taking function within the Operations Centre and recommend operational and system enhancements as appropriate.
- Contribute to sustainable improvements in the quality of call taking within the Medical Priority Dispatch System in conjunction with operational instructions, policies and procedures.
- Contribute to district/regional strategic leadership, vision and management to ensure the provision of high-quality ambulance services that maximise therapeutic benefits for patients and reduce potential risks to both QAS staff and patients.
- Contribute to the continuous improvement of the call taking function and liaise with Professional Development Officers, Operations Centre Supervisors and Operations Centre Managers to integrate learning from continuous quality improvement processes.
- Participate in system analysis and reporting processes in regard to adverse events and incidents.
- Provide timely, accurate and relevant information and reports on call taking and the outcomes of operational reviews.
- Actively promote the principles of collaborative teamwork and quality client service and contribute to the achievement of Operations Centre goals.
- Maintain effective call taking skills (Certificate III only) and computer aided dispatch (CAD) skills to undertake operational duties in call taking and dispatch as required.
- Lead and manage staff in emergency management capability for disasters, major incidents and mass crowd gatherings, in close consultation with the Director Operations - Emergency Management, State Headquarters.
- Maintain credentialed scope of clinical practice as approved by the Medical Director and/or Commissioner QAS.
- As a leader, actively demonstrate and promote the QAS's approach of zero tolerance towards violence and commit to supporting those affected by domestic and family violence in accordance with QAS policies and mechanisms. Model and influence a workplace culture of gender equality, respectful relationships, diversity, inclusion, employee safety and support.
- Uphold the QAS's Cultural Safety Policy Statement and commitment to health equity for Aboriginal and Torres Strait Islander peoples, including prioritising safe, effective and quality healthcare that is free from racism and discrimination.
- Fulfil the responsibilities of this role in accordance with Queensland Public Sector and QAS values.

Applications to remain current for 12 months.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 689787 26 - Role Description (Word, 1,012KB)
  
  
  689787 26 - Applicant Information Kit (PDF, 355KB)