Duty Support Officer - Integrated Operations Centre

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. 

We have an exciting opportunity to join the Hato Hone St John Integrated Operations Centre (IOC) as a full-time, permanent Duty Support Officer. 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.  

Ko wai koe - About you:  

• Analytical, logical thinker with the ability to investigate,  interpret information and understand the underlying causes. 
• Experience providing in-depth analysis which supports and influences key decision makers.  
• Strong communication skills and experience partnering with stakeholders to provide customer service with a patient care focus.  
• Experience in the use of Business Intelligence and data reporting systems or Ambulance informatics would be an advantage. 

Me pēhea te tuku tono - How to apply 

Click “I’m interested” before applications close on 17/4/26

For further information please contact Jess McKenzie, Recruitment Advisor on [email protected] or 09 526 0528 ext: 8095 for a confidential discussion.

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.