IOC - Duty Manager

Company Description

Ko wai mātou - About us:

Hato Hone St John has been serving New Zealanders and working to save lives since 1885. As well as providing Ambulance Services, our programmes and team of over 11,000 staff and volunteers are helping to build strong, resilient communities across the motu; supporting everyone in Aotearoa to live healthier, happier and longer lives.

This role has been developed through a change process which was aimed at ensuring optimal outcomes for all callers and patients seeking advice or care from the ambulance service. 

Job Description

He aha te tūranga - About the role:  

Reporting to the IOC Manager – Operations, this role leads real-time decision-making for operational service delivery within the Integrated Operations Centre (IOC). The IOC Duty Manager works closely with designated leads across all operational workstreams to ensure informed, effective decisions that optimise service delivery. 

This role is also responsible for overseeing on-shift performance across the IOC’s contributory workstreams, including Primary Triage, Dispatch, Secondary Triage, Air Desk, and Health Transport, ensuring seamless coordination and operational efficiency. 

This is a 4x4 watch roster.  

Key responsibilities include:  

• Use the delegated authority matrix to make operational decisions in line with policies, on behalf of senior management, ensuring effective service delivery. 
• Coordinate national operational escalation for serious incidents, utilising the Major Incident & Emergency Plan and clear command framework. 
• Support real-time tactical decision-making, including destination demand management, using data to meet organisational KPIs. 
• Monitor IOC activity, ensuring the safety and welfare of personnel and patients, providing feedback where needed. 
• Ensure safe and effective dispatch of resources, prioritising critical incidents such as PURPLE calls and dispatching the closest defibrillator-equipped unit and Critical Care Paramedic. 
• Work with leads to ensure sufficient staffing levels to maintain critical services and address workforce needs. 
• Collaborate on rostering and enhance team collaboration across all of Ambulance Operations. 
• Support shift leaders by addressing emergent issues and promoting understanding across teams. 
• Foster a safe, positive culture where team members feel empowered to voice concerns about decisions, well-being, or behaviour. 
• Lead by example, providing leadership, coaching, and support to encourage high performance and a values-aligned culture. 

Qualifications

Ko wai koe - About you: 

• Tertiary qualification is desirable. 
• CIMS 4 (Coordinated Incident Management) qualification, or willingness to obtain. 
• Tactical Commander Certification or similar experiences 
• Extensive experience in emergency services operational management. 
• Leadership experience, preferably in emergency services or operational settings. 
• Proven tactical and/or clinical experience, with strong operational detail and strategic execution. 
• In-depth understanding of clinical matters and challenges in health and social care. 
• Knowledge of Te Tiriti o Waitangi and its application in community and healthcare environments. 
• Strong written and oral communication skills, with the ability to manage complex issues effectively.

Please note Authority to Practice (ATP) is not required in this role, and is not supported in this role, although the role holder may elect to maintain ATP in their personal time provided that doing so does not impact on performance/outcomes required in the role. 

Additional Information

Me pēhea te tuku tono - How to apply

Click “I’m interested” before applications close on Sunday 23 March 2025

For further information please contact Tanya Jeffery, Recruitment Advisor on 095260528 Ext: 8793 or [email protected] for a confidential discussion.

Please note: all appointments are subject to satisfactory completion of pre-employment checks including, but not limited to physical assessment and health check. This does apply to current members as well. For clinical operations roles where you are required to drive, you will be required to meet Hato Hone St John medical standards.

At Hato Hone St John, we embrace diversity, welcoming everyone to bring their authentic selves to work. We value unique perspectives, fostering inclusivity to better serve our communities, and we’re committed to creating a workplace where everyone belongs.

E pōhiritia nei e mātou, te whānau o Hato Hone St John, ngā rerekētanga o ia tāngata ki te haramai.  E āwhinatia e mātou I ngā whakaaro rerekē, kia mahi pai I roto I ngā hāpori katoa.  Ko tā mātou nei haepapa, kia hanga tētahi āhuru mōwai mā tatou, kia mahi haumaru ai.

If you need accommodations for accessibility, please reach out to the recruiter listed for equitable participation in our recruitment process.

Research shows that women and people from under-represented groups are less likely to apply for roles when their experience doesn’t match the job description perfectly. If you’re excited and think you have what it takes, we want to hear from you! Even if your experience doesn’t align 100%. Please apply or contact the recruitment advisor listed on the advertisement for a kōrero.