Babcock’s people-first focus delivers excellence in HEMS

In the vast expanse of northern Australia, where remote communities stretch across hundreds of kilometres of often challenging terrain, the importance of swift and reliable emergency medical services cannot be overstated. It is here that Babcock Australasia (Babcock) has forged a distinctive customer service offering through its delivery of 24/7 helicopter emergency medical services (HEMS) to indigenous communities in the Torres Strait and Northern Cape York Peninsula.

A lifeline for remote communities

For nearly 30 years, Babcock has been attuned to the rapid response required in the Torres Strait, and has acted by investing in the right aircraft, technologies and staff to meet the needs of the community.

In August, Babcock commenced modifications on two new Leonardo AW139 helicopters for Queensland Health, as part of a 12-year, $288 million partnership, which will see it maintain and operate the multi-mission aircraft out of Horn Island on the health service’s behalf.

The critical incident helicopters will offer increased range, speed, and search and rescue (SAR) capability.

Commitment to operational readiness

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One of the cornerstones of Babcock’s successful delivery of HEMS is its commitment to meticulous maintenance outcomes.

With aircraft reliability paramount, Babcock has established stringent inspection and servicing protocols that meet industry standards and strict performance-based contract requirements.

Its use of advanced diagnostic tools and real-time monitoring technologies to predict and address potential issues before they escalate has led to consistently high levels of mission readiness across its entire national fleet of 18 aircraft.

Last year, it recorded 99.2% on-time performance and 97%+ aircraft availability across 10,000 flight hours, 4,600 HEMS and 165 SAR missions, 4,300 patient transfers and 1,000 surveillance and law enforcement tasks.

Pivotal to this success has been the expertise and dedication of Babcock’s 500-plus global aviation staff. All operational crewmembers come from either a military background or possess extensive civil industry experience, bringing superior depth of knowledge, mission focus, and a generative safety culture.

The human touch

Babcock is committed to the communities it serves. It recognises that HEMS extend further than just logistics, and has fostered strong ties with schools, healthcare providers, and community leaders across Australia to understand challenges and respond with the promptness required.

In the Torres Strait, Babcock is recruiting for a homegrown aeroskills apprentice – creating a long-term employment pathway for the successful applicant and broader social and economic uplift in the region. It is also partnering with Thursday Island’s Tagai State College to establish ongoing work experience placements.

In a further demonstration of its respect for Torres Strait traditions, Babcock has sponsored the creation of indigenous livery on the region’s new aircraft. The striking artwork has transformed the helicopters into a canvas of rich storytelling, highlighted by a distinctive dragonfly design. The islander term for dragonfly is also used to describe a helicopter, cultivating trusted connections to aeromedical services.

National HEMS coverage

Beyond the Torres Strait, Babcock proudly delivers emergency medical, law enforcement and search and rescue aviation capability services for customers including the State Rescue Helicopter Service (SRHS) in South Australia and Ambulance Victoria.

As Australia’s largest aeromedical service provider, it has secured $750 million worth of new and extended contracts nationally during the past 18 months, supporting the safe and timely delivery of services from seven bases.

Outcomes include the delivery of an Airbus H145 helicopter to South Australia Police in July, along with additional crews to create an extra line of emergency response flying.

The H145 aircraft, which is 10 times quieter than the existing fleet, is one of two replacement helicopters to be provided by Babcock this year as part of a $150 million, four-year contract extension with the SRHS. The second aircraft – a Bell 412 EP – will be delivered in December to further enhance SA Ambulance Service capability.

A five-year extension to a $370 million partnership with Ambulance Victoria to deliver best care patient services across Victoria, includes specialist down-the-wire land and water winch rescues training for MICA flight paramedics.

Babcock also provides advanced training to SAAS rescue paramedics, Medstar retrieval medical practitioners, SAPOL Tactical Flight Officers and Special Task and Rescue Group members and works collaboratively with charity-based organisations to deliver life-saving HEMS and SAR services as part of the Queensland Emergency Helicopter Network.

Rotary wing business of the year

These achievements have contributed to greater and ongoing career opportunities for Babcock staff, with its Aviation workforce increasing by 7% in the past year, equating to 38 new positions across Australia.

It also saw Babcock take out the coveted Rotary Wing Business of the Year title at the 2024 Australian Aviation Awards as well as being listed as a finalist in the EMS Business of the Year.

Ongoing impact

Babcock is more than just a service provider; it stands on the front line, responding to emergencies with precision and care, as a vital partner in the health and wellbeing of Australian communities.

Leveraging extensive experience across air, land, and sea, Babcock continues to deliver impact for its customers through customised and Original Equipment Manufacturer-agnostic solutions that incorporate both local and international best practice.

This objective approach will continue to allow Babcock to scan the market for the very best and emerging  technologies across autonomy, information management systems and artificial intelligence and deliver evidence-based solutions that provide real value for money and ultimately contribute to a safe and speedy emergency response.