Emergency Communications Officer (Williams Landing)

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

Benefits offered by this job

Five weeks annual leave

Staff parking

On-site gym access

Wellbeing and employee assistance

Job summary

Triple Zero Victoria is recruiting Emergency Communications Officers in Melbourne for commencement in 2027. You will answer emergency calls, guide callers through questions, and record details using dispatch systems. No prior emergency services experience required; training is provided.

The position involves shift work in a centre-based environment, with a Certificate III in Public Safety upon successful completion and opportunities for career development, staff parking, and well-being supports.

Qualifications

• Listen carefully and adapt communication to diverse people and situations.
• Type accurately and use multiple computer systems with attention to detail.
• Make practical decisions and follow procedures under demanding conditions.
• Remain composed, act professionally and respond to coaching and feedback.

Responsibilities

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

Skills

Listening skills

Clear communication

Remain calm under pressure

Accurate typing

Decision making

Education

Certificate III in Public Safety (Emergency Communications Centre Operations)

Job description

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

• 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.

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 by emailing [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.