Emergency Communications Officer (Williams Landing)

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

Benefits offered by this job

Five weeks annual leave

Free staff parking

On-site gym access

Wellbeing and employee assistance

Job summary

Triple Zero Victoria is recruiting Emergency Communications Officers for Williams Landing to support urgent responses. You will answer calls, ask structured questions, confirm locations and log details to guide responders.

No prior emergency services experience is required; the role values calmness under pressure, clear communication, accuracy with multiple computer systems and sound decision making. Training leads to a Certificate III in Public Safety.

Qualifications

• Ability to remain calm under pressure while handling calls.
• Accurate typing and proficient use of multiple computer systems.
• Strong attention to detail and capability to follow procedures.

Responsibilities

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

Skills

Calm under pressure

Clear communication

Attention to detail

Multitasking with computer systems

Empathy

Education

Certificate III in Public Safety (Emergency Communications Centre Operations)

Job description

Emergency Communications Officer (Williams Landing)

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 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.

Recruitment agency applications are not accepted.