In primary school, the teacher would often ask: “What do you want to be when you grow up?”
Subscribe now for unlimited access.
$0/
(min cost $0)
or signup to continue reading
Ninety-seven per cent of kids would say a nurse, fireman or policeman. In their eyes, those people are the heroes, which is true; they are.
But what about the heroes behind the scenes?
The heroes I’m talking about are the triple zero call-takers. It’s their job to help you in a time of crisis; to send you the necessary help required.
These call-takers and dispatchers work for the ESTA, or the Emergency Services Telecommunications Authority. They are the ones that hold your hand (metaphorically) in an emergency. They keep you calm and grounded. They send the help out to you. They can help save a life. But beneath all the bravery and calm faces, they are human.
Maddie Craven is a triple zero operator and dispatcher at ESTA’s Ballarat centre. She works as an operator for the ambulance related calls.
“We provide the first point of triage for ambulance calls in Victoria,” Maddie says. “Our aim is to get the right help to the caller for their emergency.”
Call-takers receive and process all emergency calls from the public and other agencies. The purpose of the role is to quickly and accurately process calls for fire, police, ambulance and State Emergency Service so the appropriate response can be provided as soon as possible.
And while saving lives and influencing others, the calls Maddie receives have also impacted her.
“This job has certainly made me a lot more empathetic,” Maddie says.
“A lot of the time you’re helping someone in what could be the worst possible day of their life...It’s such a fulfilling job- I’ve always wanted to do this role.
It’s a job where your efforts make a difference every day, where you help people and help save lives.
“You do feel a strong sense of purpose and connection to your work and pride in the role that you’re playing in the community.”
The job of a triple zero call-taker is a stressful one, but Maddie must learn to keep her work life and personal life separate.
“I believe it has helped me as a mum. It has taught me what’s important in life and what I should and shouldn’t stress over,” Maddie says.
“...In this job it’s important to remember that while you do help people in their time of need there are more people that we need to continue to help every day.”
It takes a certain skill-set to do this job. Call-takers are confident, passionate about their jobs, and also have excellent communication skills.
“We need to communicate in a way that demonstrates a clear understanding of the unique needs of different types of people in challenging situations,” Maddie says.
“I believe you need to be skilled at keeping people calm until help arrives while providing empathy and reassurance in difficult circumstances...For me, my job at ESTA as a triple zero operator is the best thing I’ve ever done and there is no other job like it.”
A hero isn’t just someone with a cape and a mask. They don’t just fight the crime and save the city. They’re behind the scenes as well.
