About the role

ESTA is the critical link between the Victorian community and the state's emergency services agencies. It provides Victoria's 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES.

The role of an ESTA Ambulance Call-taker is a critical one and no two days are the same! You will be receiving and processing 000 calls from the public and obtaining information required by Ambulance Victoria to triage the situation, often whilst providing lifesaving guidance and support. You will absolutely make a meaningful difference in the life of Victorians every day. Being a people person is a must!

There is nothing average about a day in the life of an Ambulance Call-taker – from delivering babies to diagnosing strokes, every day is different and rewarding in equal amounts. You will be helping someone in the worst moment of their worst day, and your ability to build rapport and gain trust will be pivotal to providing the highest possible level of care. This is not a call-centre role - ESTA Call-takers are the front line of the front line! Your colleagues are your work family, on hand to support, guide and help you help the public, whatever the circumstances.

The role of an Ambulance Call-Taker is a unique opportunity, allowing flexibility and balance to meet your individual circumstances, work preferences or study requirements. We offer both full time and part time rosters and are presently accepting applications for Ambulance Call-taker training courses commencing throughout May, June and July this year.

About you

Do you have a passion for the community in which you live? Maybe you have heard people talk about “Triple Zero” but are unsure what the job entails, or you have always wanted to work in the emergency services sector but are unable to secure a role engaged in active duty due to the physical testing requirements.

ESTA Call-taker roles are unique and challenging and we have successful Call-takers from a wide range of occupational backgrounds, life stages and cultural backgrounds. You are likely to be a good fit for these positions if you:

• Enjoy working in a busy environment where multi-tasking with high attention to detail is the norm
• Are tech savvy enough to use multiple software systems whilst under pressure

• Have proven persistence and good decision-making capabilities
• Communicate effectively by listening, showing empathy, and adapting your style to the situation
• Maintain a calm, resilient composure in stressful situations
• Demonstrate the highest standards of professional conduct and support for others
• Learn quickly, developing your capability whilst embracing constructive feedback
• Are not afraid to speak up and ask for help when it’s needed

ESTA Call-takers experience clearly defined career progression through our Dispatch, Training, Mentoring and support roles. Accordingly, we welcome interest from applicants with any form of dispatch background or previous experience in roles where strong radio communication skills were paramount.

About ESTA

At ESTA, we are not only about delivering the right emergency response. Inclusion is a priority for us, and we deeply care about developing an employee community which is a betterment to the ones in which we work.

• We are champions of programs and initiatives which promote diverse representation in the emergency services sector
• We offer and promote flexible work practices to support employee health, wellbeing, and personal circumstances
• We value clearly defined career progression, and we are committed to the ongoing training, support and upskilling required to help our employees to achieve their goals
• We offer attractive pay and conditions including 5 weeks annual leave per year
• You will belong to a connected and highly supportive and caring team, united by a common purpose

What next?

Please express your interest by submitting a pitch, cover letter and a resume via the ‘Apply Now’ link.

The pitch is your opportunity to tell us why you want to become a Call-taker and what makes you stand out from the crowd. What motivated you to apply for the role of a Call-taker? What skills and qualities do you have that will make you a great Call-taker for the Victorian community?

You have 200 words to make your pitch to us. Please try to maximise this as much as possible as its your opportunity to make a great first impression.

Please note there are several steps in the recruitment process for Call-taker positions - we are recruiting now for successful applicants to begin training in May, June and July 2023.

In accordance with the Public Health Directions issued by the Chief Health Officer, ESTA must comply with employer obligations regarding mandatory COVID 19 vaccinations for authorised workers. If you are successful in gaining employment with ESTA, you will be required to provide evidence of your third booster against COVID-19.