Anne Kennedy

I am a skilled Duty Control Centre Officer with experience in working both autonomously and collaboratively handling constantly changing tasks and priorities. I am adaptable and open to new approaches, and I remain calm during high work volumes and challenging situations. I am a proactive problem solver; I contribute to open discussions and foster a trusting team environment. Effective communication, receptiveness to feedback, and recognition of team achievements are my strengths. I consistently deliver results in dynamic and high-pressure environments; I excel in managing competing priorities and making sound decisions. I am proficient in CAD, CADLINK, Crews, Mapping and up to date with NSW Ambulance mandatory online training I actively mentor colleagues and seek advice from clinical staff for efficient resource allocation. I have an excellent reputation for customer satisfaction and quality outcomes.

• Found successful for permanent appointment as Duty Control Centre Officer in 2023.
• Ability to work autonomously and part of a team and the ability to adapt to changing work tasks and priorities has been demonstrated effectively. Openness to new ways of doing things is embraced readily when necessary.
• In high-pressure situations, a calm and composed demeanour is maintained. Thriving in periods of high work volume and difficult circumstances, persistence in seeking solutions and refusal to give up easily when problems arise are key traits.
• Active engagement in open and respectful discussions, offering opinions on matters pertaining to the work environment, systems and processes is prioritized. Fostering a collaborative atmosphere where diverse perspectives are valued.
• Recognizing the significance of teamwork, the importance of a common purpose and goal within a team is understood. Prioritizing trust-building and ensuring that each team member understands and acknowledges their roles and contributions is essential.
• Communication is a strength, with effective conveyance of information, ideas and feedback in a clear and concise manner. Actively listening to others and being receptive to feedback, utilizing it as an opportunity for personal growth and improvement.
• Mindful of recognizing and appreciating the efforts of fellow team members, consistently acknowledging a job well done is prioritized. Building positive relationships and striving for quality outcomes for colleagues is a focus.
• Operating in an ever-changing and challenging environment, consistent delivery of results is a standard.
• Excellent people skills enable effective navigation of relationships and promotion of a collaborative and supportive work environment.
• Understanding the necessity of flexibility, as plans must often be re-evaluated on a job-by-job basis. Sound decision making skills are demonstrated in managing competing priorities.
• Proficiency in CAD, CADLINK, Crews, Mapping and Recommend highlights technical expertise. Recognition of the importance of staying up to date with online training and personal development courses particularly regarding policies and procedures.
• Proactive involvement as a team member includes taking on a mentoring role, providing assistance and support to colleagues in the face of the stressful work environment. Offering encouragement and positive reinforcement to uplift team morale.
• Well versed in the KPI's associated with the Dispatch role and consistent performance within their parameters.
• Constantly aware of patient safety, staff well-being and fiscal responsibilities.
• Respond to major incidents in accordance with Standard Response and Notification procedures, AMPLAN and HEALTHPLAN and ensure Senior Managers are notified accordingly.
• Always ensuring efficient resource allocation and seeking advice from clinical staff in the room when assigning crews is actively pursued. This ensures that all available resources are utilized appropriately and effectively.
• Always adhering to NSW Ambulance CORE values.

• Recommended for a permanent position as Duty Control Centre Officer at 2023 Assessment Centre.
• Successful in local Expression of Interest for Acting Duty Control Centre Officer and since 2020 continuing to complete lengthy periods of relief in the position at Northern Control.
• Whilst substantive Senior Management, Senior Control Centre Officers and Duty Control Centre Officers were attending a two-day forum I was given the opportunity to act in a Senior role overseeing and supervising all staff in the Centre.
• Successful in highly competitive application process to deliver CAD Upgrade training to all staff in the Northern Control Centre.
• Successful in application to provide assistance and guidance to staff to encourage them to participate in the People Matters Employee Survey for 2021 and 2022 which resulted in the highest participation over all Control Centre's in NSW.
• Mentoring new staff in the Dispatch role.
• Supervised and dispatched during the March 2021 Flood Crisis in NSW/QLD.
• Monitored staff welfare during the COVID 19 pandemic.
• Management of operational staff and rostering including the facilitation of staff movements to meet staffing levels and clinical requirements.
• As Control Centre Officer I dispatched Ambulance services during 2019/20 January Bushfire Crisis, collaborating with external agencies in the utmost professional manner, following all protocols and procedures which ensured that all patient needs were met, and all appropriate resources were deployed efficiently.

Letter of Appreciation - Leading Dispatch Team during unplanned manual shutdown.

Letter of Appreciation - Dispatching during flood crisis in Taree region 2021.

Letter of Appreciation - Dispatching during the Mid North Coast Bushfire Disasrwe 2019-2020.

Letter of Appreciation - Effectively preceptoring Trainee Control Centre Officers.

Letter of Appreciation - Supervising during Tropical Cyclone Alfred weather event.

Pandemic Service Medal

Commissioner's Certificate for NSW Flood Crisis

NSW Premier's Bushfire Emergency Citation

Long Service and Good Conduct Medal ASNSW

Emergency and Recovery Response Medal ASNSW

People Management Skills Progam - NSW Ambulance 2024

Forward Commanders Course - NSW Ambulance 2022

Northern Control Work Health & Safety Member

Certficiate in Emergency Medical Dispatch (MPDS) - 2010

Certificate IV - Ambulance Communciations - 2011

INFORM CAD Training Delivery

Excellence in Control Team Member

Focus Group for Northern Control Centre Team Member

CAD Colour Improvement Team Member

DCCO/Dispatcher Preceptor

Tracy Mackenzie 

Senior Control Centre Officer

Northern Control Centre

Tracy.Mackenzie@health.nsw.gov.au

0428 117 630

Jeroen Leenders

Senior Control Centre Officer

Northern Control Centre

Jeroen.leenders@health.nsw.gov.au

0456 896 129