Lead Dispatcher - Douglas County

The Lead Dispatcher is responsible for overseeing the delivery of law enforcement, fire, EMS, and other public safety telecommunications services during an assigned shift within the Douglas County Communications Center. The Lead Dispatcher performs all essential functions of the Communications Center Dispatcher position while providing leadership, operational coordination, technical support, and guidance to communications personnel. This position provides operational leadership and technical guidance but does not exercise formal supervisory authority, including hiring, discipline, performance evaluations, or personnel actions.

This position is responsible for assisting with the day-to-day operation of the Communications Center, ensuring adequate staffing, maintaining operational readiness, monitoring performance and compliance, and supporting the consistent delivery of emergency communications services. The Lead Dispatcher serves as a resource for personnel during routine operations, major incidents, and critical events.

The Lead Dispatcher utilizes Computer-Aided Dispatch (CAD), Next Generation 9-1-1 (NG911) technologies, RapidSOS location services, GIS mapping systems, responder tracking applications, Emergency Medical Dispatch (EMD) protocols, public safety radio systems, records management systems, and other telecommunications technologies to coordinate emergency response and support public safety operations.

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.

Emergency Communications Operation

• Perform all duties and responsibilities of the Communications Center Dispatcher position. 
• Receive, process, prioritize, and dispatch emergency and non-emergency requests for service.
• Dispatch and coordinate law enforcement, fire, EMS, and other public safety resources.
• Operate public safety telecommunications equipment, including telephone, radio, CAD, NG911, GIS mapping, and responder tracking systems. 
• Utilize approved Emergency Medical Dispatch protocols and provide pre-arrival medical instructions when necessary. 
• Coordinate multi-agency and multi-jurisdictional responses during routine and large-scale incidents. 
• Monitor responder status, location, and safety through available technology and radio communications.
• Exercise sound judgment during high-risk and emergency situations where decisions may significantly affect public and responder safety.

Shift Leadership

• Provide day-to-day leadership, guidance, and support to assigned communications personnel. 
• Monitor employee performance and compliance with policies, procedures, operating standards, and protocols.
• Assign and coordinate work activities to meet operational needs and maintain service levels. 
• Assist in maintaining staffing levels through schedule management, shift adjustments, overtime assignments, and filling vacant shifts. 
• Provide coaching, mentoring, and training support for newly hired and existing personnel.
• Assist the Communications Center Manager Supervisor with performance monitoring, quality assurance initiatives, and operational improvement efforts.
• Serve as the primary point of contact during assigned shifts for operational questions, critical incidents, and escalation situations.

Quality Assurance

• Conduct QA reviews.
• Support policy implementation.
• Identify process improvements.
• Monitor documentation quality. 

Technology and Systems

• Maintain proficiency in all communications systems and technologies utilized by the Communications Center.
• Monitor, test, and evaluate communications equipment for operational effectiveness. 
• Identify equipment failures, system deficiencies, and operational concerns.
• Initiate corrective action when appropriate and notify technical support personnel of significant equipment malfunctions. 
• Assist with implementation and adoption of new communications technologies and operational procedures.
• Maintain proficiency with CAD, NG911, RapidSOS, GIS mapping, records management systems, responder tracking applications, and related software.

*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. ***

Required

• High School Diploma or GED.
• Minimum three (3) years of progressively responsible public safety dispatch experience.
• Demonstrated proficiency in emergency communications operations.
• Ability to establish and maintain effective working relationships with employees, public safety agencies, and the public.

Preferred

• Experience in a multi-agency public safety communications center.
• Prior lead worker, training officer, or supervisory experience.
• Experience with CAD, NG911, RapidSOS, GIS mapping, and records management systems.

COMPETENCIES:

• Strong verbal and written communication skills.
• Leadership and team-building abilities.
• Sound judgment and effective decision-making.
• Ability to prioritize and manage multiple tasks simultaneously.
• Conflict resolution and problem-solving skills.
• Demonstrates accountability and professionalism.
• Ability to remain calm and effective during stressful situations.
• Knowledge of public safety communications principles and practices.
• Proficiency with emergency communications technology platforms.
• Commitment to continuous improvement and employee development. 

REQUIRED TRAINING & CERTIFICATIONS:

The Lead Dispatcher shall maintain all certifications and competencies required of a Communications Center Dispatcher and successfully complete any department-required training.

• Emergency Medical Dispatcher (EMD) certification.
• CPR certification.
• TIME System certification.
• APCO Public Safety Telecommunicator certification, APCO Basic Telecommunicator certification, or equivalent certification recognized by the department.
• Any certifications required for operation of CAD, NG911, RapidSOS, and related public safety systems.

Incident Command System Training:

• ICS-100 and ICS-700 at the time of appointment.
• ICS-200 within six (6) months of appointment.
• Additional NIMS or ICS training as required by the department.

Leadership and Professional Development:

• Leadership and supervisory skills.
• Employee coaching and mentoring.
• Conflict resolution.
• Quality assurance practices.
• Training officer methodologies.
• Incident coordination and emergency management.
• Emerging public safety communications technologies and best practices.

WORKING CONDITIONS:

• 24-hour operation.
• Rotating shifts.
• Nights, weekends, holidays.
• Mandatory overtime when required.
• High-stress environment.
• Frequent exposure to emotionally difficult situations.
• Public and responder safety are primary responsibilities. 

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those necessary to successfully perform the essential functions of this position.

• Ability to hear and comprehend radio and telephone communications.
• Ability to speak clearly and effectively.
• Ability to remain seated for extended periods while operating communication equipment.
• Frequent keyboarding and operation of multiple computer systems.
• Ability to maintain concentration while monitoring multiple information sources simultaneously.
• Ability to lift, carry, push, and pull equipment and materials consistent with Communications Center operations.
• Visual ability sufficient to read screens, maps, and electronic information systems.

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.