Emergency Communications Officer (Ballarat)

Triple Zero Victoria; Ballarat; On-site; AUD 58,000 - 71,000; Full time

Benefits offered by this job

Five weeks annual leave

Wellbeing support

Free staff parking

On-site gym access

Employee assistance program

Job summary

Triple Zero Victoria is recruiting Emergency Communications Officers to answer 000 calls, gather details and guide responders. Training lasts about six weeks, with progression to higher levels after two years. A Certificate III in Public Safety is provided upon completion.

Full-time roles include shift work, five weeks annual leave, staff parking and on-site gym access. Applicants must be Australian or NZ citizens or permanent residents and pass health assessments.

Qualifications

• Ability to stay calm, communicate clearly and make sound decisions when it matters most.
• Strong listening and information-recording skills with high attention to detail.
• Proficiency with multiple computer systems and mapping/dispatch software.
• Must pass pre-employment checks and health assessments.

Responsibilities

• Answer emergency calls and guide callers through structured questions.
• Confirm incident locations and record details in dispatch systems.
• Communicate with empathy in challenging circumstances.
• Follow procedures and support colleagues for effective emergency response.

Skills

Active listening

Clear communication

Typing accuracy

Procedural discipline

Calm under pressure

Education

Certificate III in Public Safety (Emergency Communications Centre Operations)

Job description

When someone calls Triple Zero (000), the person who answers can make a critical difference. At Triple Zero Victoria (TZV), our Emergency Communications Officers remain calm under pressure, listen carefully and accurately capture the information needed to support an emergency response.

We are recruiting Triple Zero Call-takers for commencement in 2027. You do not need previous emergency services experience or a specific qualification. We are looking for people who can remain calm under pressure, communicate clearly, work accurately and make sound decisions when it matters most.

Make a difference when it matters most

When someone calls Triple Zero (000), the person who answers can make a critical difference. At Triple Zero Victoria (TZV), our Emergency Communications Officers remain calm under pressure, listen carefully and accurately capture the information needed to support an emergency response.

We are recruiting Triple Zero Call-takers for commencement in 2027. You do not need previous emergency services experience or a specific qualification. We are looking for people who can remain calm under pressure, communicate clearly, work accurately and make sound decisions when it matters most.

What you will do

• Answer emergency calls and guide callers through a structured sequence of questions.
• Confirm incident locations and accurately record details using mapping and computer-aided dispatch systems.
• Communicate clearly and with empathy in challenging circumstances.
• Follow established procedures and work closely with colleagues to support an effective emergency response.

What we are looking for

Our people bring experience from many different careers and backgrounds. You may be well suited to the role if you:

• Listen carefully, communicate clearly and adapt your approach to different people and situations.
• Type accurately, use multiple computer systems confidently and pay close attention to detail.
• Make practical decisions, follow procedures and maintain accuracy when work is demanding.
• Remain composed under pressure, act professionally and respond positively to coaching and feedback.

What you can expect

• Paid, full-time initial classroom training of approximately six weeks, followed by supervised call-taking, coaching and competency assessments.
• A Certificate III in Public Safety (Emergency Communications Centre Operations) upon successful completion of training and assessments.
• Starting base salary of $58,059, with defined progression up to $71,027 after two years of service subject to progression requirements, plus applicable shift penalties.
• Five weeks annual leave for shift-workers, paid 30 minute breaks every 90 minutes during shifts, wellbeing and employee assistance support, free staff parking and on-site gym access.
• Opportunities to develop towards dispatch, training, people leadership or other roles, subject to suitability and opportunities.

Understand the working environment

Our emergency communications centres operate 24 hours a day, seven days a week. This is a structured, centre-based role involving shift work, extended periods at a workstation, close adherence to procedures and regular performance assessment. Some calls involve distressing situations. Colleagues, mentors and team leaders provide support, but it is important to consider whether these working conditions suit you.

Full-time rotating, full-time set and part-time set roster options may be available depending on location, agency and operational requirements. Please review the sample rosters and Applicant Information Kit available on on Careers page before applying.

Inclusion and eligibility

TZV welcomes applications from people of diverse backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, people with disability and neurodivergent people. Reasonable adjustments are available during recruitment, please email [e-mail]

Applicants must be Australian or New Zealand citizens or permanent residents. Employment is subject to evidence of working rights and satisfactory pre-employment checks, including relevant medical and health assessments and a National Police Check.

Applications close Sunday 9 May 2027 at 11.59pm