Emergency Services Telecommunicator – No Experience, Trainee Program

About the Company

Serco Group is a leading provider of public services, operating across a diverse range of sectors, including justice, health, transport, and defense. With a strong commitment to making a positive difference, Serco partners with governments and organizations globally to deliver essential services that improve the lives of citizens. In Australia, Serco manages a variety of critical operations, often involving complex communications and operational excellence. We are dedicated to developing our people and fostering a supportive environment where professionalism and service are paramount.

Job Description

Are you looking to start a fulfilling career where you can make a real difference in people’s lives? Serco Group is seeking compassionate and dedicated individuals for our Emergency Services Telecommunicator Trainee Program in Mount Gambier. This is an incredible opportunity for those with no prior experience in emergency services. We provide comprehensive, paid training to equip you with all the skills needed to become a vital link in our community’s emergency response system. As an Emergency Services Telecommunicator, you will be the first point of contact for individuals in distress, gathering critical information, providing vital instructions, and coordinating the dispatch of emergency resources. If you possess a calm demeanor, excellent communication skills, and a strong desire to help others, we encourage you to apply and begin a rewarding career with Serco.

Key Responsibilities

• Answer emergency and non-emergency calls promptly and professionally.
• Assess situations quickly and accurately to determine the appropriate course of action.
• Gather essential information from callers, often under stressful circumstances.
• Provide clear, concise pre-arrival instructions to callers during medical or other emergencies.
• Dispatch appropriate emergency units (police, fire, ambulance) to incident locations.
• Maintain accurate records of calls and dispatches using specialized computer systems.
• Monitor emergency radio channels and maintain communication with field units.
• Remain calm and composed while managing multiple tasks in a fast-paced environment.
• Adhere to all protocols, policies, and procedures related to emergency services operations.
• Participate actively in all required training modules and continuous professional development.

Required Skills

• Exceptional verbal and written communication skills
• Ability to remain calm and focused under pressure
• Strong active listening and comprehension abilities
• Proficiency in basic computer operation and data entry
• Demonstrated empathy and a genuine desire to help others
• Ability to multitask effectively in a high-stress environment
• High level of integrity and confidentiality
• Must be 18 years of age or older
• Legally eligible to work in Australia

Preferred Qualifications

• High school diploma or equivalent
• Previous experience in a customer service or call center environment (not mandatory, but beneficial)
• Familiarity with local geography of Mount Gambier and surrounding areas
• Ability to type accurately at a reasonable speed

Perks & Benefits

• Comprehensive paid training program
• Opportunity for career progression within Serco Group
• Access to employee assistance programs (EAP)
• Health and wellness initiatives
• Supportive team environment
• Annual leave and sick leave entitlements
• Contribution to a critical public service

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