Emergency Call Taker (Trainee) – Learn a Life-Saving Skill, Top Pay

About the Company

The Emergency Services Telecommunications Authority (ESTA) is the vital link between the Victorian community and its emergency services. We answer 000 calls and dispatch emergency services across Victoria, 24 hours a day, 7 days a week. Our dedicated team plays a critical role in connecting people in crisis with the help they need, ensuring rapid and effective responses to emergencies. Join ESTA and be part of an organisation that truly makes a difference in people’s lives.

Job Description

Are you looking for a career that offers purpose, challenge, and the opportunity to make a real impact? ESTA is seeking compassionate and resilient individuals to join our team as Emergency Call Takers (Trainee) in Ballarat. No prior experience is required; we provide comprehensive training to equip you with the skills to handle high-pressure situations and provide critical support to the community. This is more than just a job; it’s a calling to save lives and provide reassurance during moments of crisis. If you have excellent communication skills, a calm demeanor, and a commitment to public service, we encourage you to apply.

Key Responsibilities

• Receive and accurately process emergency 000 calls from the public.
• Gather critical information quickly and efficiently to assess the nature of the emergency.
• Provide clear, concise, and calm instructions to callers, including pre-arrival advice.
• Prioritise and dispatch appropriate emergency services (Police, Fire, Ambulance) using specialised systems.
• Maintain accurate records of calls and actions taken.
• Liaise effectively with emergency service agencies and other stakeholders.
• Adhere to strict protocols, procedures, and confidentiality guidelines.
• Participate in ongoing training and professional development to enhance skills.

Required Skills

• Exceptional verbal communication skills, including active listening and clear articulation.
• Ability to remain calm, composed, and professional under pressure and in high-stress situations.
• Strong problem-solving and decision-making abilities.
• Proficiency in basic computer skills and data entry.
• High level of empathy, resilience, and emotional intelligence.
• Ability to work effectively in a team-oriented environment.
• Strong geographical knowledge of Victoria (or ability to quickly learn).
• Commitment to continuous learning and professional development.

Preferred Qualifications

• Previous experience in a customer service, contact centre, or critical incident response role.
• Familiarity with emergency services operations or public safety protocols.
• Current First Aid and CPR certification.
• Understanding of the Victorian emergency services landscape.

Perks & Benefits

• Comprehensive paid training program designed to develop life-saving skills.
• Competitive salary package with attractive shift allowances and penalty rates.
• Opportunity to make a tangible difference in the community every day.
• Supportive team environment and a culture of resilience.
• Career progression opportunities within ESTA and the wider emergency services sector.
• Access to Employee Assistance Program (EAP) for health and wellbeing support.
• Modern, state-of-the-art contact centre facilities.

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