ACTAS Calltaker Quality Assurance (QTQA) Officer Full-time Temporary

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Justice and Community Safety
















Closes: 21 April 2026
Classification: Administrative Services Officer Class 6
Salary: $102,657 - $116,592 plus superannuation
Position No: 70853
Directorate: Justice and Community Safety
Advertised (Gazettal date): 08 April 2026
Contact Officer: Lee Charles on Lee.Charles@act.gov.au or (02) 6207 6677


Details: The Call Taker Quality Assurance (QTQA) role is a fantastic opportunity to sit at the centre of the action within the ACTAS Clinical Governance Unit (CGU), teaming up with the energetic Management crew in the ACTAS Communications Centre (ComCen). Reporting to the relevant Ambulance Manager, CGU; you’ll dive into the fascinating world of call taking—reviewing calls, exploring incidents, and providing meaningful, growth focused feedback that helps ComCen staff provide an outstanding service to the ACT Community.

As a CTQA, you’ll become a bit of a detective—spotting patterns, uncovering organisational trends, and turning insights into smart recommendations that lift performance across the whole ComCen. If you love helping people succeed, enjoy analysing how things work, and get a kick out of making systems even better, this role is full of variety and impact. Success in this position comes from bringing strong interpersonal skills, an empathetic approach to sharing constructive feedback, and the ability to translate lessons learned into real, practical, system and process improvements. You’ll play a key role in driving quality, learning, and excellence across the ComCen team, and the CGU in general.

Because this role involves listening to E000 calls and reviewing material that can sometimes be confronting, ACTAS has built strong psychological support into the position. You won’t be doing this alone; regular check-ins with a qualified psychologist are part of the role, helping ensure you stay supported, grounded, and well throughout the journey.

A few of the key requirements:

Conduct audits of cases and incidents against established policy, procedure and guidelines, and provide individual feedback to ComCen call taker staff.
Provide feedback to the ComCen call taker work group on quality assurance activities, identify and report on trends to the AM2 CGU and the ACTAS ComCen Management Team.
Develop recommendations for training and negotiate with other stakeholders for solutions to address issues identified through audit and other quality assurance activities and contribute to the education program for ComCen call taker staff.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.
Eligibility/ Other Requirements:

All expenses associated with obtaining and providing required supporting documentation annotated by ** will be met by the applicant. These costs will not be met by ACTAS nor reimbursed at any time during the process. ** A current unrestricted ACT Class C driver’s License (or interstate equivalent) is essential.

**A Certificate III in Ambulance Communications (Call Taking) and/or experience working in an emergency call centre would be highly regarded.
The CTQA may be required to undertake the role of call taker during periods of high demand and to maintain currency in the role.
**This position requires a current Working with Vulnerable People check.
**Completed vaccination forms (found in attached Documents).
A completed Statutory Declaration (found in attached Documents).
A completed Consent to Release Medical and Personal Information form (found in attached Documents).
A pre-employment medical is required for all new employees.
To be eligible for permanent or temporary employment within the ACT Public Service (ACTPS) you must be an Australian citizen, a permanent resident or hold a valid work visa. If an officer no longer holds a visa that permits them to work in Australia, their employment with the ACT Public Service (ACTPS) will be terminated.
Vaccination requirements:

All candidates, at the time of application, must complete the following documentation relating to vaccination requirements for Category A/EPP roles.

ACT Government/ACTAS Vaccination Record Certificate of Compliance Form (found in attached Documents)
ACT Government/ACTAS Undertaking /Declaration Form (found in attached Documents)
ACT Government/ACTAS Tuberculosis (TB) Assessment Tool (found in attached Documents)
In addition to meeting the above requirements, candidates applying for Category A/EPP roles (such as Flight Paramedics) are also required to know their Blood Borne Virus (BBV) status and be prepared for testing for the Hepatitis B Virus (HBV), the Hepatitis C Virus (HCV) and the Human Immunodeficiency Virus (HIV) at least one every three years, as set out in the Australian national guidelines for the management of healthcare workers living with, or exposed to, blood-borne viruses.

Further information on the ACTAS Occupational Assessment, Screening and Vaccinations Against Specified Infectious Diseases Standard Operating Procedure can be found in attached documents.

Note: This is a temporary position available for a period of six months with the possibility of extension up to 12 months and/or permanency. A Merit Pool will be established from this selection process and will be used to fill vacancies over the next 12 months. Selection may be based on application and referee reports only.

How to Apply: Applicants should submit:

A pitch of no more than two pages addressing the position capabilities. See the attached Position Description for further information about the role. Applicants should note that a Selection Advisory Committee (SAC) established in accordance with the collective/enterprise agreement provisions will assess all applications for this position.
A curriculum vitae and the contact details of at least two referees.
Applications should be submitted .

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.

#LI-DNI

Note
This is a temporary position available for a period of six months with the possibility of extension up to 12 months and/or permanency