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Joint Emergency Services Communications Centre

Overview
Call Centre
Are you a victim of crime?
Operator training
Employment opportunities
Property form

Background

On 12 May 1999 the Joint Emergency Services Communications Centre (JESCC) was created in Darwin. Through the use of state of the art computer and radio equipment a merge of the Police, Fire, Emergency Services and St John Ambulance communications created one centre. This sharing and integration of resources has in effect laid claims to being the first truly “multi-agency” dispatching and communications facility in Australasia whereby all four agencies are combined in the one centre.

JESCC maintains a communication network on a 24 hour basis, within the Territory and services other interstate/overseas jurisdictions. JESCC also maintains the Emergency Operations Centre in a state of preparedness in the event of large-scale emergencies such as the Bali bombings and subsequent evacuations or disasters such as cyclones.

Police Auxiliaries process incoming calls for police, emergency services and fire and dispatch these resources where appropriate. Trained St John operators process calls for medical assistance and dispatch these resources where appropriate.

All calls for services in the Greater Darwin are processed through JESCC via an Automatic Call Distributor (ACD) Telephone System. Performance of individuals and the unit as a whole are measured through the ACD. The information from these calls are logged into the Intergraph Computer Aided Dispatch system (ICAD). The sharing of the facility means that there is a commonality of the information for serious events. For example a call for a serious motor vehicle accident means all services can receive this information in real time from the one phone call.

The role and performance of the JESCC continues to be evaluated and avenues explored to create an expansion of services throughout the Northern Territory. This will include other regional centres and remote localities. In effect this combination of communications management has kept the Northern Territory at the leading edge in the provision of service to the community.

Call Centre

On 1 July 2004, the JESCC expanded its function from receiving calls and dispatching resources to incorporate an ‘end to end’ service for customers in relation to non-urgent incidents and general crime management.

The increased level of data input by our trained Police Auxiliaries not only improves data quality; it has improved community access to police services by providing a primary customer contact point. Many 'non-urgent' crimes that do not require police attendance can now be dealt with by one simple phone call.

The call centre concept reduces the level of data input work for police officers, which allows more time to focus on proactive policing and crime reduction. The end effect is the police patrols can remain on the road longer to provide a better service to the public.

Last year Call Centre operators received approximately 29 905 calls via 131 444, and 37 674 calls via 000.

Are you a victim of crime?

The NT Police recognise the trauma faced by victims of crime and have actively implemented a number of strategies to ensure people receive appropriate advice and referral, particularly through VOCNT – who can provide a range of services and assistance.

Call Centre staff will also help in ensuring victims of crime receive feedback from police officers investigating a particular crime, particularly in advising you of the outcome of the investigation.

Operator training

Prior to commencing employment in the JESCC, operators undertake an eight week training program. This consists of two weeks at the PFES College, including law modules and police procedures, and four weeks of intensive JESCC specialist skills and customer service training. Two weeks on the job training is provided with a 'coach' where new members are teamed with an experienced operator to ensure competencies are achieved.

As part of a positive step to continue to improve public image and professionalism, all JESCC staff undertake the Certificate III in Customer Contact. This is ongoing during the initial two years of employment and emphasises positive communications. It is an accredited National Industry Standards course and developed by the PFES College Curriculum Development Unit.

Employment opportunities

NT Police regularly recruit for Police Communicators. Look out for advertisements in your local paper. if you're looking for a challenge, why not apply? Visit our recruitment page for further information.

Property form

Property lists for missing items can now be submitted to the Call Centre electronically. The form can be downloaded in PDF or Word format. Please advise the operator during yoru initial call to report the incident of your intention to use this form. Call Centre staff will ensure these items are then listed in your report upon receipt.

Lists can be returned either by e-mail or fax. The operator can provide you with these details on request. Please ensure you have included your Police Incident Number on the top left hand side of the form before sending.

Page Last Updated:
17 July, 2006