Answering the Call: Abi’s journey as an Emergency Call Taker

Applications for Emergency Call Taker positions with the ACT Ambulance Service are open now, visit: https://esa.act.gov.au/join-us/careers/actas

When Canberrans dial Triple-Zero in a crisis, they need calm, compassionate assistance. Abi, an Emergency Call Taker with the ACT Ambulance Service, has found providing that assistance to be a profoundly rewarding experience.

“When people call us, they’re probably not having the best day ever,” she says.

“It’s really nice to be able to be there for them, helping as much as I can until the paramedics arrive.”

Abi is currently studying to become a paramedic herself, and she was initially drawn to the role of a call taker to gain insight into how ambulance services operate behind the scenes.

“Firstly, the job is a great way to help people in my community before I graduate,” she says.

“But the role has also given me the opportunity to learn directly from experienced paramedics.

“I can have conversations with them about my studies, and ask for advice whenever I need it.”

The call taker role also offers a strong work-life balance, thanks to the shift structure. For students like Abi, it’s a perfect fit alongside studies or other commitments.

The path to becoming an Emergency Call Taker begins with comprehensive training at the ACT Emergency Services Agency’s backup Communications Centre in Hume.

Abi says the initial six-week course is where she learned the intricacies of call handling, call control, and also mastered the computer systems that power the ACT Ambulance Service’s operations and call responses.

“We practised a lot with fake calls during training,” Abi explains.

“We even had a ‘hot call day’, where experienced ambulance staff phoned up and pretended to be going through realistic emergency scenarios.

“Their experience made the calls feel incredibly real, which really helped prepare us for the pressure of live calls – some of the paramedics were pretty good actors too!”

Following the initial training, new recruits transition to taking real emergency calls in the main Communications Centre, under the guidance of a mentor.

“For six shift blocks, you’re paired with someone who supports you, answers questions, and ensures that you’re ready,” Abi shares.

The job includes ongoing educational training, which culminates in staff earning a Certificate III in Ambulance Communications (Call Taking).

“The educational components, combined with the hands-on training, prepared us well to handle the challenges of the job,” she adds.

The ACT Ambulance Service fosters a strong sense of camaraderie. Working shifts alongside her colleagues, Abi describes her team as her “second family.”

“There’s always great support and lots of banter, which makes the environment so enjoyable,” she says.

So, what does it take to be a great Emergency Call Taker? Abi has a few tips.

“You need to be someone who stays calm under pressure and thrives in stressful situations,” she says.

“Fast typing skills don’t hurt either!”

Applications for Emergency Call Taker positions with the ACT Ambulance Service are open now.

Whether you’re looking to make a difference, develop new skills, or explore a career in emergency services, this is a unique opportunity to contribute to the Canberra community in a meaningful way.

As Abi says, “If you’re interested in helping others and want to be part of an amazing team, this is the job for you.”