In establishing the new organisational model to respond to reports and complaints of unlawful conduct, Ambulance Victoria should:
a) develop position descriptions for key roles within the new organisational model that reflect the key attributes, skills and expertise necessary for staff in complaint handling roles
b) ensure that the staff appointed have a range of skills and experiences – such as professional experts in human resources, equal opportunity issues, bullying, discrimination, dispute resolution and restorative approaches, as well as data analytics and investigations expertise – and are a blend of internally and externally appointed staff PAGE 6 OF 11
c) ensure sufficient resourcing is available to meet demand and established service standards (see Recommendation 20)
d) create a distinct reporting structure outside existing operational divisions that reports directly to the Chief Operations Officer.