Lead Dispatcher - Douglas County

This position is responsible for supervising day-to-day operation of the Communications Center. The incumbent reports to the Communication Center Manager and is responsible for assuring that the Center is fully staffed and that dispatching services are provided consistently while on duty. Position is responsible for overseeing the delivery of law enforcement, fire, and medical related telecommunications work for a crew in the Douglas County Communication Center.

FLSA status: Non-Exempt. Full-time based on 40 hours per week.
2026 salary grade: $24.22 - $27.72 

Douglas County offers a competitive benefits package including, but not limited, to:

• Annual wage increase based on eligibility
• Paid, on-the-job training and advancement opportunities
• 85% county contribution to health and dental premiums
• Health Saving Account (HSA) available to all employees enrolled in the county's medical plan, with annual contributions provided by the employer and the health plan
• Wisconsin Retirement System (WRS)- One of the leading retirement systems in the nation- Contributions are paid according to current year rates set by Wisconsin Department of Employee Trust Funds (refer to www.etf.wi.gov for further detail)   
• County paid life insurance policy with coverage equivalent to annual salary (affordable Supplemental, Additional, and Spousal/Dependent life insurance available at employee’s expense)
• Competitive paid time off including vacation, sick time, personal days and holidays
• Public Student Loan Forgiveness (PSLF) qualifying employer

Douglas County is an Equal Opportunity and Affirmative Action Employer.

• Monitors the performance of crew to ensure dispatchers are performing their duties efficiently and in compliance with established procedures
• Structures work assignments of an assigned crew to meet daily operational needs of the Center. Updates and maintains work schedule, updating and approving time off requests, fills open shifts.
• Assists in routine testing and identification of equipment, operational and system deficiencies
• Takes action to correct equipment malfunctions and notifies appropriate service agents of serious malfunctions.
• Other duties as assigned in similar nature

Back up for Dispatcher

• Answers all incoming emergency (911) calls promptly. Follows standard operating procedures (SOPs) for obtaining pertinent information depending on the nature of call. Connects calls with the appropriate department immediately while continuing to obtain information. While receiving call, enters name, location and other pertinent information into computer-aided dispatching (CAD) system so that it is permanently available.
• Attempts to ascertain the exact nature of problem and the immediacy of the need. Calms the caller and encourages the caller to remain on the line in case further assistance is required.
• For fire emergencies, attempts to determine whether people are at risk and ascertains nature and extent of the fire.
• For police emergencies attempts to assess the potential for violence and the degree of risk to the public and the police, as well as the nature of crime and whether it is still in progress.

*Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

***A mandatory pre-hire audio-keyboarding exam will be administered virtually via web link. Passing the exam is required for candidates to move forward in the hiring process. ***

• Minimum three years of experience comparable to a Telecommunicator. 
• Basic ICS courses (ICS700 & ICS100) with the ability to attain ICS200 within six months of hire and advanced ICS training as required.
• Understanding of the operation and administration of Computer Aided Dispatch, Records Management systems, mapping, pre-arrival medical protocols, and various phone and radio equipment, experience not necessary.
• Current certifications as defined in current SOP, includes EMD, APCO Basic, CPR, TIME. Established effective working relations with public, field unit staff, co-workers and ability to promote effective customer relations with all.

COMPETENCIES:

• Communicates clearly and effectively, both verbally and in writing, ensures understanding, and conveys information accurately.
• Collaborates effectively with colleagues, contributes to group efforts, and fosters a cooperative and supportive work environment to achieve common goals.
• Takes responsibility for actions and decisions, follows through on commitments, and ensures tasks are completed accurately and on time.
• Takes proactive steps to address opportunities and challenges, shows a strong drive to achieve results, and goes above and beyond.
• Makes informed and timely decisions, evaluates options thoroughly, and takes responsibility for outcomes.
• Demonstrates a strong desire to achieve goals, seeks continuous improvement, and strives for excellence in all endeavors.
• Identifies and addresses conflicts promptly, mediates disputes, and fosters a collaborative environment.
• Demonstrates a strong awareness of safety protocols, promotes a safe work environment, and ensures compliance with safety regulations.
• Shows tolerance for different perspectives, remains patient and open-minded, and fosters an inclusive environment.

WORKING CONDITIONS:

• This position routinely operates in a professional office environment, and extensively uses standard office equipment such as computers, photocopiers, scanners, and phones. 
• While performing the duties of this job, the employee is occasionally exposed to stressful office environment conditions. 
• The employee has the potential to encounter unpredictable and violent clients. 
• The noise level in the work environment is moderate. 
• 24 / 7 operations. 
• Working a variety of shifts / days of the week is necessary.

PHYSICAL REQUIREMENTS:
While performing the duties of this position, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus.  Tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and pulling of objects weighing five to ten pounds.  Tasks may involve extended periods of time at a keyboard or workstation.

TESTING REQUIREMENTS:
Testing may be administered to assess skills and abilities necessary to perform the essential duties of this position.   Structured interview, references and/or background investigation. Post Job Offer Medical Exam Requirement: Must pass medical exam for the occupational group prior to hire.

Salary : $24 - $28