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106 is a relay service number for hearing and speech impaired people.  106 operators will communicate via a Telephone Typewriter service and relay information to the emergency services operator.


The Chief Executive Officer (CEO) has overall responsibility for managing ESTA.

The CEO reports to the ESTA Authority and regularly engages with the Minister for Emergency Services as well as senior officers of the Department of Justice & Regulation and heads of agencies including all Victorian Emergency Service Organisations.

The CEO manages with the assistance and advice of a leadership team.

Corporate Secretary

The Corporate Secretary is responsible and accountable to the CEO for the provision of leadership, direction, management control and reporting in relation to the following functions:

  • Corporate Governance
  • Authority and associated Committee support
  • Legal, commercial and regulatory advice.

Corporate Affairs

Corporate Affairs is accountable to the CEO for the provision of advice and management of the following areas:

  • Brand and reputation oversight
  • Internal and external communications
  • Government and community relations
  • Public affairs
  • Community education and engagement.

Finance and Commercial Services 

Finance and Commercial Services supports ESTA business activities through its responsibility for the following functions:

  • Financial management reporting and support services
  • General administration and support including document and records management
  • Quality systems
  • Project managements
  • Change administration
  • Building service management
  • Contract management and procurement.

People and Culture 

People and Culture is responsible to attract, select, develop, retain and maintain a highly skilled and motivated ESTA workforce and provide a safe and healthy working environment. Areas of responsibility include:

  • Recruitment
  • Learning and development
  • Remuneration and conditions of employment including absenteeism and succession planning
  • Industrial and employee relations
  • Employee satisfaction and wellbeing
  • OH&S
  • Performance management and dispute resolution.

Call-taking and Dispatch Operations

Call-taking and Dispatch (CTD) operations manages all aspects directed related to the delivery of ESTA’s core business of emergency calltaking and dispatch (CDT) services. The Department manages the three State Emergency Communications Centres, and is responsible for the resource planning, performance management/reporting/analysis necessary to ensure accurate and timely emergency event management. The activities of the Department are critical in ensuring the Victorian community received optimum service delivery in the event of an emergency.

Information and Technology Services

Information and Technology Services is responsible for the management of ESTA’s CTD and corporate information and communications technology, processes and infrastructure. Specific areas of responsibilities include:

  • Information and geospatial management
  • CTD and corporate service technology
  • Network and communications infrastructure
  • Information security

Strategy, Planning and Compliance

Strategy, Planning and Compliance is responsible for the following functions:

  • Planning and framework, incorporating sector priorities and community needs
  • Risk management
  • Business continuity program
  • Service excellence.


ESTA Calltaker

"ESTA cannot send help if it doesn't know where the emergency is - knowing your location is essential"

Last updated 6th January, 2017
Emergency Service Organisations
CFAAmbulanceMetro FireVictoria PoliceState Emergency Service
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