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

About the Company

The Emergency Services Telecommunications Authority (ESTA) is Victoria’s critical link between the community and the state’s emergency services. We answer all of Victoria’s Triple Zero (000) calls and dispatch the state’s emergency services, including Ambulance Victoria, Country Fire Authority, Fire Rescue Victoria, and Victoria Police. Our dedicated teams work 24/7, 365 days a year, saving lives and protecting property through expert call-taking and dispatch services. Joining ESTA means becoming part of a vital service that makes a tangible difference to the lives of Victorians every single day.

Job Description

Are you looking for a career that offers purpose, challenges, and the opportunity to make a real difference? ESTA is seeking compassionate and resilient individuals to join our team as Emergency Call Takers (Trainee) in Swan Hill. No prior experience is required – we provide comprehensive, fully paid training to equip you with the essential skills to handle emergency calls with confidence and professionalism. This is more than just a job; it’s a chance to learn a life-saving skill, join a supportive team, and contribute directly to community safety. You will be the first point of contact for people in crisis, gathering critical information to ensure the fastest and most appropriate emergency response.

Key Responsibilities

• Answer incoming Triple Zero (000) calls from the public promptly and professionally.
• Calmly and effectively gather vital information from callers in emergency situations, often under extreme duress.
• Accurately record incident details into computer-aided dispatch (CAD) systems.
• Prioritise calls based on urgency and severity, following established protocols.
• Provide pre-arrival instructions to callers where appropriate, such as CPR guidance.
• Liaise with emergency services personnel to ensure seamless information flow.
• Maintain composure and professionalism in a fast-paced and high-pressure environment.
• Continuously develop skills through ongoing training and feedback.

Required Skills

• Exceptional communication and active listening skills.
• Ability to remain calm and focused under pressure.
• Strong problem-solving abilities and quick decision-making.
• Excellent data entry and computer literacy.
• High level of empathy and a genuine desire to help others.
• Ability to work effectively in a team environment.
• Reliability and a strong work ethic.
• Flexibility to work rotating shifts, including nights, weekends, and public holidays.

Preferred Qualifications

• Previous experience in customer service, contact centre, or a role requiring strong interpersonal skills.
• Experience working in high-pressure environments.
• A strong understanding of Victorian geography.
• Current First Aid and CPR certification.

Perks & Benefits

• Fully paid, comprehensive training program to become an expert Emergency Call Taker.
• Competitive salary package with shift allowances and superannuation.
• Opportunity to make a significant, positive impact on the community.
• A supportive and inclusive work environment.
• Career progression opportunities within ESTA.
• Access to employee assistance programs and wellness initiatives.
• On-site parking.
• Uniform provided.

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