Emergency Services Telecommunicator – No Experience, Trainee Program

About the Company

The Emergency Services Telecommunications Authority (ESTA) is the critical link between the community and Victoria’s emergency services. We answer around 2.8 million calls for assistance each year, including Triple Zero (000), across police, fire, ambulance, and State Emergency Service. Our dedicated team plays a vital role in ensuring timely and effective responses to emergencies, helping to save lives and protect property every single day. We are committed to fostering a supportive and challenging environment where our employees can grow and make a real difference.

Job Description

Are you passionate about helping others and ready to embark on a highly rewarding career where every call matters? ESTA is offering an incredible opportunity for individuals with no prior experience to join our team as an Emergency Services Telecommunicator Trainee. This role is your chance to be the calm voice in a crisis, connecting people in urgent need with the appropriate emergency services. You will receive comprehensive, paid training to equip you with the essential skills to handle emergency calls with professionalism and compassion. If you possess excellent communication skills, a calm demeanor under pressure, and a strong desire to serve the community, we encourage you to apply. This is an on-site position at our Werribee facility, where you will be part of a dynamic and supportive team.

Key Responsibilities

• Answer incoming Triple Zero (000) emergency calls professionally and efficiently.
• Gather critical information from callers to assess the nature and priority of emergencies.
• Provide pre-arrival instructions to callers where appropriate, following established protocols.
• Accurately record and dispatch information to the relevant emergency service agencies (Police, Fire, Ambulance, SES).
• Maintain a calm and reassuring presence while managing high-stress situations.
• Utilize mapping and communication systems effectively to pinpoint locations and direct resources.
• Adhere to all operational procedures, policies, and privacy regulations.
• Participate actively in ongoing training and development programs.
• Collaborate effectively with team members and emergency service personnel.
• Document all call details thoroughly and accurately.
• Manage multiple tasks and prioritize effectively in a fast-paced environment.

Required Skills

• Exceptional verbal communication and active listening skills.
• Ability to remain calm, composed, and empathetic under pressure.
• Strong problem-solving and decision-making abilities.
• Excellent attention to detail and accuracy in data entry.
• Proficient computer literacy and keyboarding skills.
• Capacity to work rotating shifts, including nights, weekends, and public holidays.
• Demonstrated ability to follow instructions and protocols meticulously.
• Reliable attendance and punctuality.
• Australian citizenship or permanent residency.
• Successful completion of all pre-employment checks, including police checks and medical assessments.

Preferred Qualifications

• Previous experience in a customer service or call center environment.
• Familiarity with the Victorian geographical area.
• A strong sense of community service and civic responsibility.
• Ability to learn and adapt quickly to new systems and procedures.

Perks & Benefits

• Competitive salary package and superannuation.
• Comprehensive paid training program designed for new recruits.
• Opportunities for career progression and ongoing professional development.
• Access to employee assistance program (EAP) and wellbeing initiatives.
• Supportive and collaborative team environment.
• Making a tangible difference in the community every day.
• Generous leave entitlements.
• Uniform provided.

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