Emergency Services Telecommunicator – No Experience, Trainee Program

About the Company

Ambulance Victoria (AV) provides emergency medical response and transport services to the people of Victoria. We are a vital part of the healthcare system, committed to saving lives and improving health outcomes. Our team is dedicated to providing high-quality, compassionate care in critical situations, supported by a state-of-the-art communications network. Joining AV means becoming part of a trusted and respected organisation that makes a real difference in the community every single day.

Job Description

Are you a compassionate individual with a calm demeanor and excellent communication skills, looking for a rewarding career where you can truly make a difference? Ambulance Victoria is seeking enthusiastic and dedicated individuals to join our team as Emergency Services Telecommunicators through our comprehensive Trainee Program. No prior experience in emergency services or dispatch is required; we provide full, paid training to equip you with all the necessary skills and knowledge. As a Telecommunicator, you will be the crucial first point of contact for people facing emergencies, collecting vital information, providing pre-arrival instructions, and coordinating ambulance responses. This is an on-site role within our bustling communication centre, offering a dynamic and impactful career path.

Key Responsibilities

• Answer emergency and non-emergency calls promptly and professionally.
• Collect accurate and essential information from callers during stressful situations.
• Provide clear, concise pre-arrival medical instructions and reassurance to callers.
• Utilise sophisticated computer-aided dispatch (CAD) systems to log incidents and dispatch appropriate resources.
• Monitor ambulance unit statuses and manage resource allocation efficiently.
• Communicate effectively with paramedics, police, fire services, and other agencies.
• Maintain composure and professionalism under pressure, showing empathy and understanding.
• Adhere to all operational policies, procedures, and ethical guidelines.
• Participate actively in ongoing training and professional development.
• Document all call information and actions accurately in real-time.

Required Skills

• Exceptional verbal communication skills with clarity and empathy.
• Active listening abilities to understand complex situations quickly.
• Strong problem-solving and critical thinking skills under pressure.
• Ability to remain calm and focused during high-stress incidents.
• Basic computer literacy and ability to type accurately.
• Excellent attention to detail.
• Reliability and a strong work ethic.
• A genuine desire to help others and contribute to community safety.
• Ability to work rotating shifts, including nights, weekends, and public holidays.

Preferred Qualifications

• Previous experience in a customer service or call centre environment.
• Familiarity with medical terminology (though not required, as training is provided).
• Ability to speak a second language (highly valued, but not mandatory).
• A commitment to ongoing learning and personal development.

Perks & Benefits

• Comprehensive paid trainee program and ongoing professional development.
• Competitive salary package with shift allowances and superannuation.
• Access to Employee Assistance Program (EAP) for personal and professional support.
• Generous leave entitlements.
• Opportunity to make a tangible difference in people's lives.
• Supportive team environment and a culture of continuous improvement.
• Career progression opportunities within Ambulance Victoria.
• Modern, state-of-the-art communication centre facilities.

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