Wildlife Rescue Australia
24-hour Call Centre


Wildlife Rescue Australia seeks enthusiastic, dedicated volunteers.

The WRA Call Centre is currently receiving about 10,000 calls per annum. Of these, over 95% are answered within 25 secs.

To cater for the anticipated increase in the number of calls, and to maintain this standard of service, volunteers are required for the following positions:

    • Phone Coordinators
    • Roster Manager

Duties and responsibilities for each position are specified below.

Applicants for any of these positions must:
          • be 18 years of age or over;
          • have no criminal convictions, particularly relating to cruelty to animals;
          • not be involved in any commercial activity which conflicts with WRI’s aims or objectives;
          • have their own phone (mobile &/or home) and computer with a reliable internet connection;
          • have adequate computer skills for the position concerned;
          • be able to communicate reliably and effectively; and
          • be reliable, trustworthy and dependable

Comprehensive training is available for all positions.

Please note that this training involves screen sharing with the Training Officer.

Successful applicants will be required to join Wildlife Rescue Australia (membership is free). All members are initially placed on probation.

To apply for any of these positions, please complete this form


Phone Coordinators (PCs) are required to:
       • answer and log incoming calls to the WRA Call Centre;
       • make outgoing calls to facilitate the rescue of native animals, if required;
                    • provide appropriate advice to callers relating to the interim care of native animals;
                    • assist callers, wherever possible, on matters involving non-native animals;
                    • work as a team with other PCs, assisting each other in resolving calls.

Persons wishing to become a PC should have:
          • a good command of the English language;
          • the maturity to handle calls from the public; and
          • good organisational skills.

Applicants must:
          • have at least basic experience with native animal rescues;
          • have good communication skills;
          • have an internet connection with a download speed above 10 Mbps; and
          • be willing to learn new computer skills.

Successful applicants will be required to undergo a training course covering:
          • phone answering techniques;
          • logging and processing calls;
          • using the MapMaker software; and
          • handling calls for different types of animals and situations.

Successful applicants will be required to:
          • be available for at least 2-3×4 hours phone duty per week;
          • assist other PCs in maintaining call records; and
          • work with the Database Manager to ensure the WRA Database is up-to-date.


The Roster Manager is responsible for managing the WRA Call Centre roster and maintaining an adequate number of PCs on-duty. This is a particularly important but uncomplicated position for a person with the appropriate skills.

Applicants must:
           • be familiar with common computer software; and
          • be willing to learn new computer skills.

The successful applicant will be required to:
          • undergo a training period with the MapMaker software;
          • correspond with PCs to ensure an adequate number are on duty at any given time;
          • be available (occasionally at short notice) to resolve needed changes to the roster; and
          • assist in enlisting additional PCs.

It is estimated this position will require no more than 8 hours per week




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