40103, several


Emergency Call Taker
Full-time Permanent

Closes: 13 June 2019

Classification: Ambulance Support Officer 1
Salary: $54,949 - $58,394
Position No: 40103, several
Directorate: Justice and Community Safety
Advertised (Gazettal date): 16 May 2019
Contact Officer: Peter LeLievre on peter.leLievre@act.gov.au or (02) 6205 9606


Details: The ACT Emergency Services Agency is recruiting additional Emergency Call Takers for employment in the ESA Communications Centre (ComCen). The ESA ComCen is a 24 hour per day, seven day per week capability responsible for the initial receipt, triage and resource allocation to requests for emergency, non-emergency and aero-medical tasking on behalf of the ACT Ambulance Service, ACT Fire and Rescue, ACT State Emergency Service and ACT Rural Fire Service. The ComCen co-ordinates the dispatch of available emergency resources to meet community demand in an effective efficient manner and maintains complete records of all events of the ComCen’s activities. Emergency Call Takers work within the ESA ComCen. Emergency Call Takers manage each in-coming call to the ComCen. This includes assessing the nature of the call, determining the appropriate manner to progress the call and prioritising the call accordingly. The Emergency Call Taker ensures that priority is given to answering E000 calls and that all other calls are answered promptly. Calls received by the Emergency Call Taker may include E000 calls from the public requesting emergency assistance, calls from other organisations to seek or provide information or advice concerning services and general enquiries from the public relating to the business of the ESA.

Applicants should also note that the ESA is currently consulting on proposed changes to business practices and staffing models in the ESA ComCen which may lead to an expansion in scope of current duties’.

Eligibility/Other Requirements: Certificate III in Ambulance Communications (Call Taking) or the ability to complete the Certificate IV within 12 months. This is a Position of Trust and security clearance checks may be conducted. Successful applicants will be required to obtain a Working with Vulnerable People Check and National Police Records Check. Applicants may refuse to undertake the checks however an offer of employment will not be made. Applicants will need to undergo a touch-typing test, to demonstrate typing skills of thirty (30) words per minute with an accuracy of ninety-five percent (95%). The definition used for touch-typing is to engage in typing without having to look at the keyboard, the fingers having been trained to locate the keys by position. Note validation of typing speed and accuracy will be necessary to progress to interview. ESA uses the typing test at http://www.typingtest.com. There are many commercial and on-line typing programs applicants can use to improve their skills to the required level.

Psychometric Testing: Psychometric testing may be used in assessing a candidate’s suitability.

Note: Emergency Call Takers undertake shift work, and the roster includes weekends, public holidays, early AM and late PM commencement times. This position will work a 12/12 roster pattern. Successful applicants who do not already possess the Certificate III in Ambulance Communications (Call Taking) will be employed at the Ambulance Support Officer Level 1, with on-going permanency subject to successful completion of the qualification within 12 months.

How to Apply: Applicants should submit: An Application Coversheet, two to three page statement of claims, outlining how you meet the Behavioural Capabilities, Professional/ Technical skills and knowledge components outlined in the Position Description. Copy of your Working With Vulnerable People card, or application for WWVP card. Current Resume.

Orders of Merit: An order of merit will be established from this selection process and may be used to fill future identical vacancies over the next 12 months.

All applications to be sent to jobs@act.gov.au.

Career interest categories:

Administration and Governance
Customer Services and Information
Emergency Management