Call Taker

Job No: ESTA2
Location: Victoria

ESTA is recruiting Call-takers through-out 2021, if you would like to apply please submit your application. Due to the comprehensive nature of the recruitment and selection process, it typically takes between two and four months from application through to offer. After you submit your application we will contact you to advise if your application is being progressed to the next stage of the selection process.

About ESTA

ESTA is the critical link between the Victorian community and the state's emergency services agencies and it partners with the agencies to improve service delivery to the community. It provides Victoria's 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES and manages the provision of advanced, operational communications for police, ambulance, fire services and the SES. Its vision is to be a high-performing team trusted by the community and our partners to deliver the right emergency response, and its central goal is to save lives and prevent harm through speed and accuracy in emergency operations.

About the role

  • Call-takers receive and process all emergency and non-emergency calls from the public and other agencies, including:
  • Answering Triple Zero calls and obtaining all the information required by following a standard sequence of procedures;
  • Verifying the event location and accurately identifying it on a mapping system;
  • Accurately entering all relevant information received into the ESTA Computer Aided Dispatch (CAD) system for use by a Dispatcher; and process updates and further information as the event or incident progresses.
  • ESTA has several roster options depending upon your location and agency preference. These options allow employees flexibility and balance to meet their individual circumstances and work preferences, these include: full-time rotating roster, full-time set roster and part-time set roster. Please refer to the ESTA Call-taker roster options document here for more information.

Who we are looking for

ESTA Call-taker roles are unique and challenging and we have successful Call-takers from a wide range of occupation backgrounds, life stages and cultural backgrounds. We are seeking people who are a strong match with the following competencies:

  • You use computer software and equipment to quickly and accurately complete tasks under time pressure (often while multi-tasking).
  • You type quickly and accurately.
  • You work with speed and accuracy within established procedures.
  • You consistently achieve results through effective decision-making and persistence.
  • You communicate effectively by listening, showing appropriate empathy and adapting your communication style to the situation.
  • You are composed and calm in pressure situations and tolerate stress.
  • You demonstrate the highest standards of professional conduct and support for others.
  • You learn quickly, enjoy developing your capability and embrace feedback.

Benefits & culture

  • Belong to a connected and highly supportive and caring team, united by a common purpose
  • Attractive pay and conditions including 5 weeks annual leave per year
  • Comprehensive initial and ongoing training

To find out more about this rewarding career opportunity, please click here to download a copy of the Applicant Information Kit.

 

Apply Now

Privacy Acknowledgment

Converge International Pty Limited ABN 12 113 688 627 (Converge International, we or our) is engaged by the Emergency Services Telecommunications Authority (ESTA) to provide call taker recruitment screening services.  In connection with the services, we may collect and handle your personal information, which may include sensitive information and health information about you.  The Privacy Statement and Consent below sets out how we collect and handle your information and seeks your consent to our use of that information for the purposes specified.  Before submitting this application you should read and make sure you understand the Privacy Statement and Consent set out below.

We and ESTA are both committed to the protection of an applicant's privacy and personal information.  It is our aim to provide an environment in which personal information is managed in a secure, efficient and confidential manner.

We will collect and handle the information you disclose on this employment application as specified below and, unless stated otherwise, in accordance with our Privacy Policy. When we refer to information disclosed by you this may include your personal information, sensitive information and/or health information.  if there is any inconsistency between a provision of this Privacy Statement and Consent and our Privacy Policy, the terms of this Privacy Statement and Consent will prevail.

How we handle your information

We will handle the information you disclose on this application form as follows: 

  • we will disclose your information to ESTA in relation to your application for employment;
  • we will use your information to provide ESTA with an analysis or report based on that information;
  • we will use your information to process your employment application, to track an application history, and to improve our recruitment and selection processes (and those of ESTA) through periodical statistical analysis; 
  • we may disclose your information to Victoria Police for the purposes of security vetting or as authorised or required by law; and
  • we may also disclose your information to external providers so that they may perform services for us or on our behalf, including for the purpose of tracking applicants and conducting interviews and aptitude testing or psychometric testing where this is a condition of pre-employment for assessment purposes only.

Access to your information

You have a right to seek access to your own health information that we hold and to correct that information if it is inaccurate, incomplete, misleading or not up to date.  We may only refuse you access to your own health records in limited circumstances, for example where disclosure might threaten someone's safety.

Trans-border data flows

The section headed 'Overseas Disclosure' in our Privacy Policy does not apply to the information you disclose on this application form. 

We will not disclose or otherwise transfer your information to any person who is outside Victoria unless permitted by applicable privacy laws and privacy principles.  The circumstances in which the applicable privacy principles permit such disclosure or transfer include: 

  • where we reasonably believe that the recipient is subject to a law, binding scheme or contract which is substantially similar to the applicable privacy principles; and
  • if you have consented to the disclosure or transfer.

Your application for employment with ESTA will not be processed if part or all of the information requested on this Employment Application form is not provided.

Your consent

I have read and understood the foregoing privacy information and hereby consent to Converge International or its authorised agents or representatives collecting, using and disclosing the personal information (including health information and sensitive information) provided by me and contained herein for the purposes outlined above or other lawful purposes as authorised or required by law and I consent to ESTA accessing and using the details provided by me in relation to my application for employment.

 


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About ESTA

ESTA is the critical link between the Victorian community and the state’s emergency services agencies and it partners with the agencies to improve service delivery to the community.

It provides Victoria’s 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES and manages the provision of advanced, operational communications for police, ambulance, fire services and the SES.

Its vision is to be a high-performing team trusted by the community and our partners to deliver the right emergency response. And its central goal is to save lives and prevent harm through speed and accuracy in emergency operations.