Emergency Communications Officer (Burwood East)

EMERGENCY SERVICES TELECOMMUNICATIONS AUTHORITY; Melbourne; On-site; AUD 58,000 - 71,000; Full time

Benefits offered by this job

Five weeks annual leave

On-site gym access

Free staff parking

Wellbeing support

Job summary

Triple Zero Victoria (TZV) is recruiting Emergency Communications Officers for Burwood East to answer calls, guide callers, and capture essential details under pressure.

The role includes full-time classroom training, a Certificate III in Public Safety upon completion, and a starting AU$58,059 salary rising to AU$71,027 after two years, with shift penalties and benefits such as five weeks leave and on-site facilities.

Qualifications

• Calm under pressure when handling emergencies.
• Clear communication with callers and colleagues.
• Accurate typing and data entry across multiple systems.
• Attention to detail amid stressful calls.

Responsibilities

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

Skills

Calm under pressure

Clear communication

Typing accuracy

Attention to detail

Decision making

Education

Certificate III in Public Safety (Emergency Communications Centre Operations)

Tools

Computer-aided dispatch systems

Mapping systems

Job description

Emergency Communications Officer (Burwood East)

Job Function: Emergency Communications Services (ECO)

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.

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.

Recruitment agency applications are not accepted.