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 000 calls and dispatch emergency services across the state, 24 hours a day, 7 days a week. We are dedicated to saving lives and protecting property, driven by a commitment to excellence, innovation, and unwavering public service. Join our team and play a vital role in keeping Victorians safe.

Job Description

Are you looking for a career where you can truly make a difference? ESTA is offering a unique opportunity to join our team as an Emergency Services Telecommunicator through our comprehensive Trainee Program. No prior experience is required – we provide all the training you need to become a skilled professional in this critical role. As a Telecommunicator, you will be the first point of contact for Victorians during emergencies, answering 000 calls and coordinating the dispatch of police, fire, and ambulance services. This is a demanding yet incredibly rewarding role that requires resilience, compassion, and the ability to think clearly under pressure. If you have a passion for helping others and are ready to embark on a challenging and fulfilling career path, we encourage you to apply.

Key Responsibilities

• Answer emergency 000 calls with empathy, professionalism, and urgency.
• Gather critical information accurately and efficiently from callers in distress.
• Provide calm and clear pre-arrival instructions to callers during medical emergencies, fire incidents, or dangerous situations.
• Prioritise and dispatch appropriate emergency service resources (Police, Fire, Ambulance) based on established protocols.
• Maintain accurate records of all calls and dispatched resources in real-time.
• Liaise with emergency service personnel to provide updates and additional information.
• Work collaboratively within a fast-paced team environment.
• Adhere to all operational procedures, policies, and safety guidelines.
• Participate actively in ongoing training and professional development programs.

Required Skills

• Exceptional verbal communication skills with the ability to articulate clearly and concisely.
• Strong listening skills and the ability to extract critical information quickly.
• High level of empathy and a genuine desire to help people in crisis.
• Ability to remain calm, composed, and professional under extreme pressure.
• Excellent problem-solving and decision-making abilities.
• Strong attention to detail and accuracy in data entry.
• Basic computer literacy and typing proficiency.
• Ability to work rotating shifts, including nights, weekends, and public holidays.
• Commitment to continuous learning and professional growth.

Preferred Qualifications

• Previous experience in customer service, call centre environments, or roles requiring high-stress communication.
• Familiarity with geographical areas within Victoria.
• A current Level 2 First Aid Certificate.

Perks & Benefits

• Comprehensive paid training program designed for successful career entry.
• Competitive salary package with shift allowances and superannuation.
• Access to ongoing professional development and career advancement opportunities.
• Supportive and collaborative team environment.
• Access to employee wellbeing programs and counselling services.
• A vital role in the community, making a tangible difference every day.
• Generous leave entitlements.

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