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The call-taker role

Do you have what it takes to become an emergency '000' call-taker?

  • Are you motivated to make a vital contribution to the Victorian community?
  • Do you take pride in your work performance?

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

Video: Do you have what it takes to become a triple zero call-taker? 

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.

What we’re looking for!

ESTA's call-taker roles are unique, challenging and rewarding but not everyone is suited to the role.  Our best call-takers are passionate about their job and are a strong match to the competencies and motivators described in the Applicant Information Kit (below) as these correlate with successful performance in the call-taker role.  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 team member!

ESTA call-taker applicant information kit.pdf PDF icon ESTA call-taker applicant information kit.pdf (2.19 MB)


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 background.

ESTA has roster options which allow employees flexibility and balance to meet their individual circumstances and work preferences, these include:

•    Fulltime 4 x 4 rotating roster, which includes 2 day shifts, 2 nights shifts then 4 days off
•    Set part-time roster options which average no more than 32 hours a week and no more than one weekend in every two weekend cycle.

ESTA call-taker part-time set roster options.pdf PDF icon ESTA call-taker part-time set roster options.pdf (411.74 KB)

Please contact us via email ESTACareers [at] esta.vic.gov.au if you have any questions about becoming a call-taker.  

To apply for call-taker roles, please click here.