Triple Zero (000) Emergency Dispatcher – Paid Training, High Shift Allowances

About the Company

The ACT Emergency Services Agency (ACT ESA) is committed to protecting life, property, and the environment in the Australian Capital Territory. We integrate the services of ACT Ambulance Service, ACT Fire & Rescue, ACT State Emergency Service (SES), and ACT Rural Fire Service (RFS). Our 000 Communication Centre is the vital first point of contact for emergencies across the ACT, where every call is a critical opportunity to make a difference.

Job Description

Are you ready to be the calm voice in a crisis and the crucial link to emergency services? The ACT Emergency Services Agency is seeking dedicated individuals to join our team as Triple Zero (000) Emergency Dispatchers. This is an incredible opportunity to serve your community in a role that is both challenging and profoundly rewarding. No prior experience? No problem! We provide comprehensive paid training to equip you with all the skills you need to excel. You will be responsible for handling emergency calls, assessing situations quickly and accurately, and dispatching appropriate police, fire, or ambulance services. This is a fast-paced 24/7 environment requiring resilience, excellent communication, and the ability to maintain composure under pressure. If you are looking for a career where you can truly make a difference, with excellent remuneration including high shift allowances, we encourage you to apply.

Key Responsibilities

• Answering incoming Triple Zero (000) emergency calls professionally and efficiently.
• Gathering critical information from callers to accurately assess the nature and severity of the emergency.
• Providing clear, concise, and empathetic pre-arrival instructions to callers.
• Prioritising and dispatching appropriate emergency service units (Police, Fire, Ambulance) based on established protocols.
• Maintaining accurate records of all calls and dispatches in the computer-aided dispatch (CAD) system.
• Liaising with field units and other emergency service agencies to coordinate responses.
• Monitoring ongoing incidents and providing support to field personnel.
• Maintaining composure and professionalism in highly stressful and emotional situations.
• Adhering to all policies, procedures, and ethical guidelines of the ACT ESA.

Required Skills

• Exceptional verbal communication and active listening skills.
• Ability to remain calm, focused, and effective under extreme pressure.
• Strong problem-solving and critical thinking abilities.
• Excellent decision-making skills, often with limited information.
• Proficiency in basic computer operations and data entry.
• High level of empathy and a genuine desire to help others.
• Ability to work a rotating roster across a 24/7 period, including nights, weekends, and public holidays.
• Australian Citizenship or Permanent Residency.
• Successful completion of pre-employment checks, including a comprehensive police check and psychological assessment.

Preferred Qualifications

• Previous experience in a customer service or contact centre environment.
• Experience in high-stress or critical incident management roles.
• Current First Aid and CPR certification.
• A sound understanding of the ACT geography.

Perks & Benefits

• Comprehensive, fully paid training program.
• Attractive salary package with generous shift allowances and penalty rates.
• A challenging and highly rewarding career where you make a real impact.
• Opportunities for career progression and professional development within the ACT ESA.
• Supportive team environment.
• Access to employee assistance programs and wellness initiatives.
• Government employee benefits, including superannuation and generous leave entitlements.

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