About the Company
The Emergency Services Agency NSW is at the forefront of public safety, committed to protecting and serving the community through critical emergency response services. We operate the vital Triple Zero (000) call centre, handling a vast array of urgent situations across New South Wales. Joining our team means becoming a crucial link in the chain of survival and safety, making a tangible difference in people’s lives every single day. We foster a supportive and high-performance environment, investing in our people through comprehensive training and ongoing development.
Job Description
Are you ready to embark on a deeply rewarding career where every call makes a difference? The Emergency Services Agency NSW is seeking dedicated individuals to join our team as Triple Zero (000) Emergency Dispatchers. This is a critical, front-line role in emergency management, requiring calm under pressure, empathy, and exceptional communication skills. You will be the first point of contact for individuals experiencing emergencies, providing vital assistance and dispatching appropriate police, fire, or ambulance services. We offer comprehensive, paid training to equip you with all the necessary skills, ensuring you are fully prepared for this challenging yet incredibly fulfilling position. This role includes high shift allowances for various rotations, reflecting the 24/7 nature of emergency services.
Key Responsibilities
- Answer incoming Triple Zero (000) emergency calls promptly and professionally.
- Gather critical information from callers to assess the nature and urgency of the emergency.
- Provide clear and concise pre-arrival instructions to callers, when appropriate.
- Accurately log all call details into the computer-aided dispatch (CAD) system.
- Dispatch appropriate emergency services (Police, Fire, Ambulance) based on established protocols.
- Maintain calm and provide reassurance to distressed callers during critical incidents.
- Monitor and track the status of emergency units and incidents.
- Collaborate effectively with field units and other emergency service agencies.
- Adhere to strict confidentiality and operational guidelines at all times.
- Participate in ongoing training and professional development programs.
Required Skills
- Exceptional verbal communication and active listening skills.
- Demonstrated ability to remain calm and focused in high-pressure situations.
- Strong problem-solving and decision-making capabilities.
- High level of empathy and compassion.
- Excellent data entry and computer literacy skills.
- Ability to multi-task and prioritize effectively in a dynamic environment.
- Reliability and a strong sense of responsibility.
- Australian citizenship or permanent residency.
Preferred Qualifications
- Previous experience in a call centre or customer service environment.
- Familiarity with medical terminology or emergency services procedures.
- Current First Aid and/or CPR certification.
- Strong geographical knowledge of New South Wales, particularly the Sydney region.
Perks & Benefits
- Comprehensive paid training program (no prior experience required).
- Generous shift allowances for evening, night, weekend, and public holiday shifts.
- Attractive superannuation contributions.
- Opportunities for career progression within emergency services.
- Supportive team environment and peer support programs.
- Access to employee assistance programs (EAP) for mental health and well-being.
- Making a direct and positive impact on the community every day.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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