Have you ever wondered what it takes and what it’s like to be a triple zero call-taker? In this episode, you’ll hear from three call-takers about how they got to be in the role and what it’s like, as well as some of the real-life calls they’ve answered.

Shootings, cardiac arrests and delivering babies - being a triple zero operator

Anastasia went to bed one Friday night in May 2020. Hours later, her seven-year-old son Archer walked into the room and found his mum unconscious.

Archer's story

When you call triple zero in Victoria, the first people who’ll help you during your emergency are ESTA call-takers. In this episode, police call-taker, Cassandra, ambulance call-taker, Vanessa and fire call-taker, Kelsey talk about when and when not to call triple zero, what to expect when calling for help and break down misconceptions about the triple zero process.

Emergency call – the other end of the line

It was just before 2am on a Sunday in April when Di was awoken by her daughter whispering that someone was in the house. Di says ESTA police call-taker, Alex was their lifeline.

"He was our lifeline" - a call to a police call-taker

With fire season underway and a warm weekend ahead, it’s important to know that you don’t need to light a fire or even intend to do so to be an arsonist. In this podcast, hear from Crime Stoppers CEO, Stella Smith and ESTA call-taker, Matthew about arson and fire awareness.

Arson and fire awareness

One of this year’s Junior Triple Zero Hero’s Hannah Toliat features in this I AM 000 podcast. This episode includes excerpts from Hannah’s call to Triple Zero with ESTA experienced Dispatcher and Call-Taker Kim Matta, after her Mum had trouble breathing.

11-year-old Hannah called Triple Zero when her Mum woke up “with a pain in her whole body and had a shortness of breath”. Her bravery and ability to cope with such a challenging situation impressed CT Kim Matta so much she nominated her for a Junior Triple Zero Award.

I AM 000 is recorded on Boon Wurrung land and we acknowledge the traditional owners of the land on which we live and work and recognise their continuing connection to land, waters and culture and acknowledge their elders past, present and emerging.

"So, my Mum woke up with a pain in her whole body"

ESTA’s Nick 'The Baby Whisperer' Smith features in this I AM 000 podcast. This episode includes excerpts from the experienced dispatcher and call-taker’s phone call helping to deliver baby Moama Hill, with dad Jarrod’s assistance.

When the expectant parents Emma and Jarrod suddenly faced the reality of delivering their own baby on the bathroom floor, they called triple zero and spoke to Nick Smith. Nick’s assistance with the delivery of Moana is his twentieth successful delivery of newborns since starting work with ESTA.

I AM 000 is recorded on Boon Wurrung land and we acknowledge the traditional owners of the land on which we live and work and recognise their continuing connection to land, waters and culture and acknowledge their elders past, present and emerging.

Nick the Baby Whisperer

On the 7 February 2009, what became known as the Black Saturday fires began. Over the following week, the state was ravaged by one of the worst fires in its history. ESTA’s fire operators recall their experiences on Black Saturday and in the days that followed.

Black Saturday: memories of a fire operator

On a winter’s afternoon, eight-year-old Evelyn was at home with her mum, Lauren, and two younger siblings when Lauren suspected she was having an allergic reaction. Lauren got the children into the car to drop them off at their grandfather’s house, so she could go to the nearest hospital. They were almost there when the situation worsened rapidly.

Evelyn’s story

Imagine you are hiking in the Grampians National Park, when suddenly you have chest pain and difficulty breathing. You call triple zero and the call-taker asks you “where do you need the ambulance?” When every second counts, would you know how to quickly and accurately tell the call-taker exactly where you are? Hear about the different techniques and tools that could help save a life.

When every second counts

It was a typical Monday morning. Kelly got up to make her kids breakfast and went to get ready for the day. Only moments later, her husband Bruce found her in the bathroom, needing emergency help.

A call that saved a life

From the challenging calls that stick with them to some of the more unusual ones, two fire call-takers share their experiences and memories.

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A day in the life of a fire call-taker

While it may seem obvious that the triple zero line is for emergencies only, call-takers do receive nuisance and hoax calls that can take them away from genuine emergencies. From false reports to people calling to know who won the footy, what might seem like just another call wastes triple zero and emergency services resources.

Nuisance calls: when not to call triple zero

‘I AM 000’ is a podcast produced by Victoria’s triple zero service, the Emergency Services Telecommunications Authority (ESTA). It gives rare access to real life triple zero calls and the people behind them. You will hear from the callers, patients, triple zero operators and emergency services, sharing their stories and experiences from each case.

I AM 000

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