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The call-taker role

Do you have what it takes to become a call-taker?

  • Are you motivated to make a vital contribution to the community?

  • Do you take pride and ownership in your work and performance?

If you answered ‘yes’ to both these questions, a career as an emergency call-taker could be right for you. 

View our Career's Video for more information.

What does a call-taker do?

Call-takers receive and process all emergency calls from the public and other agencies.  The purpose of the role is to quickly and accurately process calls for fire, police, ambulance and SES services so that the appropriate response can be provided as effectively as possible.  Ultimately, this leads to lives being saved, offenders being apprehended, fires being controlled and serious incidents being managed.

For more information about the competencies required for success in a call-taker role please review our 

What and who we’re looking for?

ESTA call-taker roles are unique and challenging.  While not everyone is suited to the role those who are a good fit with the competencies that we seek invariably love their job and do it very well.  ESTA actively works to encourage a diverse pool of candidates for all our job vacancies.  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 competencies and motivators described in the  

as we know that these correlate with successful performance in the call-taker role.  Therefore, there aren’t any mandatory qualifications or work backgrounds as a pre-requisite to applying for these roles.

If you are a strong match with the profile of a call-taker, you may well be our next recruit!

The recruitment process

We appreciate that applying for a call-taker role involves a significant investment of time by candidates.  We ask you first to consider carefully how closely you meet the role requirements and how well you are suited to the working environment before submitting an application.

The selection process for call-taker roles has been rigorously designed to ensure that candidates are assessed objectively and fairly in relation to their capability to successfully perform the role.  Given the challenging nature of these roles, we invest time and resources into ensuring that only those candidates highly suited to the call-taker role receive an offer of employment.

The selection process for call-taker roles includes the following steps:

  • Submit application online - submit your “pitch” for the role, a resume, and answer some mandatory questions

  • Video interview - a one-way video interview completed where and when it suits you

  • Psychometric assessments - online psychometric assessments of your job related abilities and behavioural preferences

  • Assessment centre - a half-day session where you undertake a series of individual and group assessment activities

  • Panel interview – a 30 to 45 minute interview which is also another great opportunity for you to ask more questions about the role and working at ESTA

  • Referee checks - we ask you to nominate three referees with whom you have worked in a direct report capacity

  • Pre-employment checks -medical and health assessments including hearing and eye tests and Police records check

Due to the comprehensive nature of the recruitment and selection process, it typically takes between two and four months from application through to offer.