911 Dispatcher

Job Summary

This position supports Door County’s emergency response infrastructure by operating critical communications equipment to dispatch police, fire, and emergency medical services. The role requires exceptional focus, decision-making under pressure, and technical proficiency in order to ensure prompt and accurate public safety responses. Work is performed in a 24/7/365 communications center which includes nights, weekends, and holidays.

Essential Duties & Responsibilities

1. Receives and routes emergency and non-emergency calls using telephone and computer-aided dispatch systems; prioritizes based on urgency and nature of the situation.
2. Dispatches appropriate law enforcement, fire, or emergency medical personnel using radio systems in compliance with FCC regulations.
3. Provides effective and professional communication with distressed callers to gather essential information, offer reassurance, and provide critical pre-arrival instructions when applicable.
4. Monitors ongoing incidents to relay critical updates, track unit status, and ensure accurate documentation in real-time.
5. Utilizes geographic knowledge and mapping tools to verify locations and direct responders efficiently.
6. Operates and maintains entries in the TIME System, including warrants, restraining orders, missing persons, and stolen property, ensuring compliance with state and federal protocols.
7. Maintains and interprets teletype communications and administrative messaging to support interagency coordination, which includes the National Weather Service
8. Participates in mandatory training sessions and meetings to maintain certifications and stay current on protocols and system updates.
9. Maintains records and logs consistent with departmental procedures, ensuring accuracy, confidentiality, and completeness.

Key Competencies & Skills

• Communication: Clearly and calmly conveys information to callers and first responders, often under stressful and time-sensitive conditions.
• Multitasking: Manages multiple calls, data systems, and radio communications simultaneously with high accuracy.
• Problem Solving: Analyzes incoming information rapidly and determines appropriate dispatch actions with and without direct supervision.
• Technical Proficiency: Operates dispatch consoles, radios, computer-aided dispatch and proprietary software with accuracy and efficiency while responding to real-time events.
• Emotional Resilience: Maintains composure and decision-making ability in high-stress, emergency situations with callers and interagency personnel.
• Attention to Detail: Accurately records data and ensures consistency across systems while responding to real-time events.

Required Education & Experience

• High school diploma or equivalent.
• Valid driver’s license.
• Ability to type a minimum of 31 words per minute, verified by a standard keyboarding test.
• Ability to obtain Certified Pulmonary Resuscitation (CPR) certification within six (6) months of hire.
• Must obtain Basic and Advanced TIME System certifications within one (1) year of hire and maintain active status.
• Successful completion of the 911 dispatch field training and evaluation program within six (6) months of hire.

Preferred Education & Experience

• Previous experience in emergency dispatch or public safety communications.
• Additional certifications in public safety telecommunications or Emergency Medical Dispatch (EMD) certified.

Physical & Work Environment Requirements

Work is performed in a secure, climate-controlled emergency communications center. The position involves prolonged periods seated at a console station using dispatch systems, performing keyboard entry, and communicating with others by phone and radio. Duties also require standing, bending, and walking within the work area. Employees must be able to read and interpret information on computer screens and dispatch equipment, and to perceive and respond to audible signals and spoken information. The role may involve minimal discomfort from noise or extended sitting and may occasionally require lifting items up to 20 pounds, such as documents or small equipment, with or without reasonable accommodation.

Emergency Response Statement

In an effort to provide for continuity of County government and to cope with the problems of the emergency, you may be required to work during a proclaimed state of emergency, consistent with Sec. 323.14, Wis. Stats. and County emergency management plans and programs.

Equal Opportunity Statement

Door County is an equal opportunity employer. We welcome and encourage applications from all qualified individuals, regardless of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status.

Disclaimer

The above is intended to describe the general content of the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. They may be subject to change at any time due to reasonable accommodation or other reasons.