Dispatcher

Milwaukee Succeeds; Waukesha (WI); On-site; USD 25,000 - 36,000; Full time

Job summary

The City of Waukesha is seeking a 911 emergency dispatcher to receive, process, transmit and dispatch calls for police, fire, EMS and other public safety units. You will operate Phoenix CAD, Teletype, and radios, prioritizing calls, providing life safety instructions, and maintaining officer safety information.

Candidates should have a high school diploma, strong typing skills (min 35 wpm), and the ability to stay calm under pressure.

Qualifications

• High school diploma or equivalent required; post-secondary training preferred.
• One year of police/fire/EMS dispatch preferred; certifications to be obtained within 12 months.
• Must pass background checks and drug screen.
• Ability to remain calm and communicate clearly under pressure.
• Typing speed minimum 35 words per minute.

Responsibilities

• Receives, relays and transmits routine and emergency calls to police, fire, EMS and other agencies.
• Enters information into the Computer Aided Dispatch (CAD) system.
• Utilizes Phoenix CAD and Teletype to query records and provide officer safety information.
• Monitors weather alerts and security cameras as needed.
• Operates radio and telephone consoles; maintains status and location information for personnel.
• Performs routine checks and background inquiries as required.

Skills

Public safety regulations

Calm under pressure

Typing 35 wpm

Two-way radio operation

CAD system usage

Education

High school diploma or equivalent

Tools

Phoenix CAD

Teletype

State Crime Information Bureau access (CIB)

NCIS access

Opticop camera system

WISCOM radio

Job description

As a 911 emergency dispatcher, the initial first responders' primary responsibility is to receive, process, transmit and dispatch emergency & non-emergency calls for law enforcement, fire, emergency medical and other public safety services by phone, radio, or other communication devices. A 911 emergency dispatcher provides life safety and scene safety instructions using protocols while prioritizing situations and directing calls with commitment to established department policies and procedures.

As a 911 emergency dispatcher, the initial first responders' primary responsibility is to receive, process, transmit and dispatch emergency & non-emergency calls for law enforcement, fire, emergency medical and other public safety services by phone, radio, or other communication devices. A 911 emergency dispatcher provides life safety and scene safety instructions using protocols while prioritizing situations and directing calls with commitment to established department policies and procedures.
Schedule: Positions operate 24/7 - 365, schedule TBD
Initial interviews: TBD for those selected to move forward in the process
Tentative start date: TBD
Explore the City's 2026 benefits here: City of Waukesha 2026 Benefit Guide
Explore the City's 2027 benefits here: City of Waukesha 2027 Benefit Guide

It is not typical for someone to be hired at or near the top of the salary range. The specific compensation offered to a candidate is reviewed and based off a variety of factors including skills, qualifications, experience, certifications, and internal equity.

• Provides effective and efficient customer services, promotes and maintains responsive community relations.
• Receives, relays and transmits routine and emergency telephone calls to police, fire, ems, and other public safety agencies and units; answers 911 calls.
• Enters information in to the Computer Aided Dispatch (CAD) Computer system.
• Utilizes Phoenix computer system to review reports and CAD entries, check for previous history of calls to locations, and provide officers and fire personnel with key holder information and Officer Safety information.
• Utilizes the Phoenix CAD and Teletype to query license plates, driver's license and criminal records.
• Utilize the "opticop" camera system to provide intelligence to officers responding to incidents; broadcast real-time to Officers as they occur. Monitor security cameras to watch for suspicious activity and crimes in progress; monitor cameras at schools and businesses.
• Enters of stolen vehicles, warrants and other information in to the State Crime Information Bureau (CIB) and National Crimes Information Center (NCIS) computer systems.
• Provides life safety and scene safety instructions using the Emergency Medical Dispatch (EMD) and/or Emergency Fire Dispatch (EFD) protocols.
• Prioritizes calls for service based on urgency and enter the proper code in the CAD system; assign personnel to calls based on the priority.
• Provides advice, information and conflict resolution to callers; assist Officers in negotiating during high risk calls.
• Keeps track of all officers, detective and fire apparatus; record their status and locations; monitors officers on the road to allow for reports, breaks and calls for service while maintaining adequate road strength.
• Utilizes "Alert Sense" notification system for call back of police, fire and public works personnel and for urgent community notifications.
• Monitors severe weather conditions and activates outdoor warning sirens when needed; alerts City personnel by radio.
• Performs weekly tests of outdoor sirens and reports status of tests to supervisor.
• Monitors the Crime Information Bureaus (CIB) teletype computer for messages.
• Confirms warrants and request warrant confirmation via the CIB Teletype system.
• Performs routine record checks for other City departments as requested.
• Performs weekly radio roll calls on the Statewide WISCOM radio system.
• Monitors prisoners in the jail and booking room with security cameras; alerts officers of problems.
• Manages the overnight parking complaint system.
• Monitors the front counter at the Police Department after hours; answers intercom and screens visitors; monitors alarm systems, electronic doors and other systems as instructed.
• Maintains lists of lost & found animals and repossessed vehicles.
• Cleans and sanitizes personal work area and floors.

Duties listed are not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Graduation from high school or equivalent required. One year of police and fire or EMS dispatch is preferred. TIME System, Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD) and CPR certifications are preferred at time of hire, but in any event must be obtained within 12 months from date of hire to maintain employment. Failure to obtain required certifications will result in termination of employment.

Knowledge of

• Public safety regulations and procedures.
• Office practices and procedures, and the use of standard office equipment.

Ability to

• Calmly manage emergency calls and dispatch necessary personnel and apparatus to scene.
• Speak clearly and concisely with an articulate voice.
• Interact positively with the public under stressful conditions.
• Make decisions quickly and correctly.
• Operate Two-way radio system(s), telephone consoles, and other office Equipment.

Skill in

• Typing (minimum 35 wpm).
• Carrying out orders with precision and speed.

Physical Demands

• Work is performed mostly in an office setting; hand-eye coordination is necessary to operate computers and various pieces of office equipment. Specific vision abilities required by this job include close vision and the ability to adjust focus.
• While performing the duties of this job, the employee frequently is required to stand and talk or hear; smell; use hands and fingers to handle, feel, or operate objects, tools, or controls and reach with hands and arms.
• The employee is occasionally required to walk, sit, climb or balance; stoop or kneel.
• The employee must occasionally lift and/or move up to 50 pounds.
• The employee may be exposed to loud noises and other unpleasant situations, including violence.

Special Requirements

• Must be able to successfully pass background investigations which include fingerprinting.
• Must be able to pass pre-employment drug screen and hearing test.
• Must be able to remain at a work station for long periods of time.
• Must be available to work any shift, including nights, weekends, holidays, during severe weather conditions and mandatory overtime to maintain minimum staffing levels.
• All applicants, including those with felony convictions, must receive clearance to access the Federal and State Criminal Justice Information Systems and other required law enforcement systems and records.

The City of Waukesha is an Equal Opportunity Employer

It is not typical for someone to be hired at or near the top of the salary range. The specific compensation offered to a candidate is reviewed and based off a variety of factors including skills, qualifications, experience, certifications, and internal equity.

Internal City applicants: please review HR Policy F2 Salary Plan and Administration regarding promotions/transfers.