Job Title: Inbound Emergency Call Operator – Casual Pool (Remote within NSW)
Location: Wollongong HQ (On-site training/initial shifts) Remote Work across NSW once approved
Work Type: Casual / On-Demand
About the Role
Join our casual call center pool providing vital assistance during major weather and emergency events on behalf of a major NSW Emergency Services organisation. As an Inbound Emergency Call Operator, you will answer incoming calls from community members facing storm and flood emergencies, gather critical location data, de-escalate stressful situations, and log requests into incident management systems.
Crucial Shift & Availability Information – Please Read Carefully
Weekday Availability Essential: We are specifically seeking candidates who are available for weekday shifts (Monday to Friday). This pool is not suitable for applicants only looking for weekend work.
Variable & Unpredictable Hours: Shifts are contingent on weather events and operational demand. Hours are not guaranteed, and this role is not suitable for anyone requiring a primary or stable source of income. It is ideal as a supplementary income stream for individuals with flexible weekday availability.
Shift Allocation: Available shifts are distributed on a first-answered, first-accepted basis across the pool. There is no guarantee or obligation for shifts to be distributed evenly among operators.
Location & Remote Work Requirements
Initial On-Site Period: You must be able to complete your initial training and your first several shifts in person at our Wollongong HQ.
Transition to Remote Work: Once approved by the client based on performance and system proficiency, shifts can be worked remotely from your home anywhere within New South Wales.
Primary Duties
Triage incoming emergency calls; De-escalate distressed callers; Gather precise geographic and incident details; Log requests in dispatch and incident management systems; Escalate life-threatening calls to Triple Zero (000); Monitor live storm and flood incident queues; Provide standard safety advice to callers; Collaborate with dispatch and Incident Control staff
Selection Criteria
Availability: Strong, flexible availability for weekday shifts (day/night) during active emergency events.
Communication: Exceptional phone manner, empathy, active listening, and proven de-escalation skills under pressure.
Technical Skills: Minimum 45+ WPM typing speed with high accuracy, multi-screen navigation skills, and rapid data entry capability.
Location: Based in NSW, with the ability to travel to Wollongong HQ for initial shifts before transitioning to approved remote work.
- Police Check Must be willing to conduct and be able to pass a Nationally Coordinated Criminal History Check.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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