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Our role

More than you think

The provision of life saving emergency call-taking and dispatch for all Victorians requires dedicated professional people and sophisticated technical systems.

Emergency call-taking and dispatch is at the heart of what ESTA does.

ESTA’s Triple zero call-takers are on the phone with callers when emergency help is needed most, through a broad range of situations. ESTA dispatchers relay critical situational and safety information to the emergency services and get units to the scene. The instructions, scene safety advice, and first aid care these people provide make a real difference to the lives of Victorians across some 6500 calls a day.

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. Each one of these events represented a personal emergency for someone, somewhere in Victoria.

ESTA is one of the few emergency communications agencies in the world that manages communications for the full range of emergency service providers.

Supporting this effort, technology upgrades have been implemented or put in train across all of ESTA’s operational communications services. This reflects State Government investment in these important emergency services and translates into tangible call-taking and dispatch improvements for the community, as well as better mobile data, radio and paging services for emergency services agencies.