Emergency Medical Call Takers
Emergency Medical Call Takers (EMCTs) are the first point of contact for people seeking emergency medical assistance. They capture critical information to ensure that the patient receives the right care at the right time.
Operating Environment
NSW Ambulance Control Centres coordinate responses to Triple Zero (000) calls and requests for ambulance services from allied health care providers and other emergency services. This may involve dispatching an ambulance, connecting people with virtual or community-based care, or other non-urgent pathways.
Emergency Medical Call Takers are the first point of contact for people seeking assistance. They answer and assess both emergency and non-emergency calls, gathering critical information to ensure patients receive the most appropriate response. Emergency Medical Dispatchers then coordinate and manage ambulance resources to deliver timely care.
Our Control Centres operate 24 hours a day, 7 days a week and are located at Sydney (Everleigh and Sydney Olympic Park) Warilla (Wollongong), Dubbo and Charlestown (Newcastle). Emergency Medical Call Taker positions are based at our Everleigh Control Centre in Sydney.
As our servicers operate around the clock, staff work a rotating roster that includes day and night shifts, as well as weekends and public holidays.
Training
When you join NSW Ambulance as an Emergency Medical Call Taker, you’ll be supported every step of the way through a structured training and development program designed to prepare you for the role and build your confidence.
Six-week introductory training program
Your journey begins with a one-week induction at the State Operations Centre in Sydney Olympic Park. Following induction, externally recruited Emergency Medical Call Takers and Emergency Medical Dispatchers from across NSW complete a five-week training program at the Ambulance Education Centre in Gladesville.
During this program, you will develop the knowledge and practical skills needed to work in an NSW Ambulance Control Centre. You’ll learn how to use the key systems and technology that support emergency call taking and dispatch, as well as essential NSW Ambulance procedures, protocols and communication practices.
Training is delivered Monday to Friday and includes practical activities and assessment tasks designed to reinforce your learning and prepare you for the operational environment.
During this period, you will also receive your first roster.
Your first shift at a Control Centre
Once you have successfully completed the introductory training program and achieved the required assessment outcomes, you will begin working at your assigned Control Centre.
As you transition into the operational environment, you will be supported by an experienced preceptor who will provide guidance, coaching and feedback while you continue to build your skills and confidence in the role.
Ongoing training
Learning continues beyond your initial training. While working under the guidance of your preceptor, you will further develop your competencies and complete two additional assessments before being endorsed as an independent Emergency Medical Call Taker.
Even after achieving independent status, ongoing professional development remains an important part of the role. To ensure skills and knowledge remain current, employees are required to maintain certification and comply with NSW Ambulance policies, procedures and operational requirements, including recertification every two years.
Salary
Emergency Medical Call Takers earn a base salary of $59,585 to $60,934 per annum, plus superannuation. With applicable shift penalties, allowances, overtime and annual leave loading, you can earn up to approximately $85,000 per annum. Other conditions of employment are outlined in the Ambulance Service of New South Wales Administrative and Clerical Employees (State) Award.
Keen to apply?
Interested in a career as an Emergency Medical Call Taker?
Watch the videos below to hear directly from our people and gain an insight into what it’s like to work in one of NSW Ambulance’s Control Centres. You’ll learn more about the role, the challenges and rewards of the job, and the important part Emergency Medical Call Takers play in helping the community when it matters most.
Eligibility requirements
To be eligible for an Emergency Medical Call Taker position, you must:
- Hold a current First Aid Certificate, or be willing to obtain one during the recruitment process
- Be an Australian or New Zealand citizen, or hold permanent residency
- Be willing to undertake a National Police Check and a pre-employment medical assessment
- Be able to give clear verbal instructions over the telephone
- Be able to touch type and be comfortable using computer-based applications
- Be available to work rotating 12-hour shifts in a 24/7 operational environment, including nights, weekends and public holidays.
Ready to take the next step?
Visit our recruitment portal to view current vacancies and submit your application. Search for ‘Emergency Medical Call Taker’. Please note that targeted positions are open to Aboriginal and Torres Strait Islander applicants only.