The First Voice of HelpCall Takers and Dispatchers in Emergency Services

From Victoria’s Emergency Services Telecommunications Agency (ESTA)

Every day, paramedics and ambulance crews save lives and respond to emergencies, but behind the scenes, there is another group of unsung heroes who play a pivotal role in emergency response - Call Takers and Dispatchers.

They are the first point of contact for those in an emergency, the calm voices on the other end of the line, offering reassurance, gathering vital information, and coordinating the response that could mean the difference between life and death.

Emily Prentice, Stefi Hufer, and Eden Haddick are emergency communications officers at Victoria’s Emergency Services Telecommunications Agency (ESTA), who manage the Triple Zero service in Victoria. Uniquely, Victoria operates an integrated call taking and dispatch model, independent of emergency services organisations and housed under one roof.

Their experiences highlight the crucial work of ESTA Call Takers and Dispatchers, and the unique opportunities and challenges that come with the role.

For Emily, the path to becoming a call taker began during her studies in nursing and paramedicine. It was during the COVID-19 pandemic that ESTA caught her attention.

“I liked that there were flexible options, so people at university can still apply and train while studying,” she says.

In a role where every second counts, Call Takers like Emily face the challenge of handling a wide range of calls.

“Having empathy and understanding for our callers is really important. We get a broad range of calls, and we need to get as much information as we can in a short space of time,” she says.

“Often, we need to get the callers to follow instructions to help the patient, like performing CPR, and that part is crucial because it can be lifesaving.”

Comprehensive training equips Call Takers with necessary skills, but real-life traumas can be stressful. Support systems such as psychologists, peer support officers, team leader debriefs, and colleague interactions help maintain their mental health.

“We’re all really supportive of each other,” she says. “If you don’t look after yourself, you can't look after other people.”

Stefi’s journey as a Call Taker began soon after high school while studying paramedicine and nursing.

“I didn’t think I was experienced enough or old enough, but I was really interested in the behind-thescenes of it all,” explains Stefi.

Despite her initial doubts about her capabilities and age, Stefi has been a standout Call Taker for over two years and has recently started working as a Dispatcher, coordinating the emergency response.

As a Dispatcher, Stefi gathers information from Call Takers and relays this information to ambulance crews, actively communicating with them so they can provide the best care for their patients.

“Often, people who work on the road don’t realise how much actually goes on behind the scenes,” she says.

“Paramedics rely heavily on Call Takers and Dispatchers. It’s our job to make sure that people on the road have all the information they need to help the person on the other end of the line.”

Stefi explains that active listening and attention to detail are really important skills for this job.

“I had a caller who described a fall, but in the background, I overheard someone saying the patient’s facial expressions looked different. With more questions, I found out that he had weakness in his legs, and one side was slightly worse than the other,” she explains.

“I was able to gather information indicative of a potential stroke. Picking up on information like this dramatically changes the emergency response.”

Despite the challenges, Stefi finds immense fulfillment in her role. The best feeling, as Stefi vividly recalls, is hearing a newborn cry or receiving heartfelt thanks from grateful parents after helping them give birth. However it can be stressful, particularly if the baby is not born breathing.

“The first 30 seconds of silence after birth, where I ask the parent to briskly rub the baby up and down the back to make sure they are alive and well, is really unsettling,” she describes.

“It feels like the longest 30 seconds of my life, and all that is going through my mind is ‘please cry.’ So, when you hear the baby cry for the first time, and you know that they are alive – the relief that you feel and the excitement is overwhelming. It is a surreal feeling to think that I have helped someone bring life into this world.”

For Eden, the path to becoming a Call Taker stemmed from a lifelong passion for helping others. Like Stefi, she’s also helped with a couple of births while on the job.

“I have delivered two baby girls in the time I’ve been here. The first one was on my first day of call taking on my own,” she explains.

“I had just finished training. My team leader came to check on me, and I turned around to let her know I had just delivered a baby. Everyone was super excited because it doesn’t happen very often. And to get one on my first day was pretty special.”

With her calm and composed demeanor, Eden serves as the first point of contact for people in an emergency, gathering vital information and dispatching the appropriate resources to the scene.

Although her official title is "Call Taker," her responsibilities go far beyond simply taking down information. Eden's role is to instill a sense of trust and confidence in the callers, providing them with support and guidance until help arrives.

"I am there to be a voice of reassurance, to let them know that help is on the way and that they are not alone," she says.

Eden has handled countless emergencies, ranging from minor incidents to life-threatening situations. Each call is a unique challenge, requiring her to think quickly and make crucial decisions in high-pressure situations.

“Our voice is the only thing helping them get through the crisis they are in. It is nice to be able to help people. We may not be able to save everyone, but we help a lot of people, and that is the best part.”

Emily, Stefi, and Eden’s unwavering commitment and professionalism ensure emergency responses are coordinated seamlessly, ultimately making a difference in the lives of countless individuals and their families.

If you are someone with a strong sense of empathy, excellent communication skills, and the ability to remain calm under pressure, a career as a Call Taker or Dispatcher in emergency services is a path worth exploring.

To find out more about working at ESTA, go to https://jobs.esta.vic.gov.au