Emergency Call-taking & Dispatch
Triple Zero (000) is the most common way members of the community contact ESTA for emergency assistance. Emergency assistance can also be requested via numbers other than 000. These numbers are accessed by authorised personnel at police stations, hospitals and other premises including those identified as high risk. ESTA also provides call-taking and dispatch for non life-threatening emergencies involving storm or flood via 132 500. Other numbers are also used for non-emergency operational matters and services such as non-emergency patient transfers.
ESTA triple zero (000) provides the critical link between the Victorian community and the State’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES.
ESTA answered more than 2.54 million calls for assistance in 2015-16; on average this is a call every 12 seconds or more than 6,900 a day. More than 1.8 million of these calls come via the triple zero emergency call service. During the same period, ESTA dispatched more than 2.1 million events, an average of more than 5800 each day or one every 15 seconds.
The State Emergency Communications Centres are staffed by a team of dedicated call-takers and dispatchers operating 24 hours, 7 days a week, 365 days a year.
The ESTA team is focused on the vital service it delivers to the Victorian community. ESTA’s call-taking activity represented a call every 12 seconds.
ESTA is unique in Australia and rare in the world in providing state-wide call-taking and dispatch for all police, fire, ambulance and VICSES services. The model reflects the Government’s all hazards, all agencies approach to emergency management and services. The integration of state-wide emergency communications provides regional Victorians with a standard of emergency capability comparable to that provided in metropolitan Victoria for the first time.