Dane County, WI
Communications Supervisor
Dane County, WI - Madison, Wisconsin, us, 53774
Work at Dane County, WI
Overview
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Overview
Salary:
$45.01 - $59.86 Hourly Location :
Madison, WI Job Type:
Full time (1.0FTE) Job Number:
2025-00226 Department:
Public Safety Communication Opening Date:
04/18/2025 Closing Date:
5/2/2025 11:59 PM Central FLSA:
Exempt Bargaining Unit:
MGR
Description
The Dane County Public Safety Communications Department has a full-time (1.0 FTE) vacancy for a Communications Supervisor position in Madison, WI.
The Eligibility List created will be used to fill future vacancies over the next six (6) months. All are encouraged to apply. Equity, Definition and Examples of Duties COMMITMENT TO EQUITY AND INCLUSION
As an employer, we strive to provide a work environment where diversity and differing opinions are valued, creativity is encouraged, continuous learning and improvement are fostered, teamwork and open/honest communication are encouraged, and meeting customer needs through quality service is a shared goal. All employees must be able to demonstrate multicultural competence - the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women, racial and ethnic minorities, and persons with disabilities are especially encouraged to apply. DEFINITION
Under the supervision of a Public Safety Communications (PSC) Manager, the Communications Supervisor supervises, coaches, trains and mentors Communicators and other PSC staff. Oversees proper staffing, call taking and dispatch operations and assists in resolving operational and computer system problems. Assists in and/or conducts training and quality assurance programs for current staff and new employees; and developmental coaching with assigned staff to drive constant performance improvement. Ensures compliance with all dispatch/call-taking regulations and policies. EXAMPLES OF DUTIES
Supervises 9-1-1 operations and assists call takers and dispatchers with interpretation of policies and procedures to ensure compliance. Provides feedback and guidance to staff when problems and/or questions are detected. Corrects or modifies behavior when not in compliance with departmental expectations. Monitors, maintains and conducts training for new employees and supervises a team of quality control technicians. Monitors computer aided dispatch (CAD) incidents to ensure incident comments are clear, concise and timely dispatched according to the user agency policy. Ensures efficient transitions during shift change times including briefing and properly relieving staff and completing mandatory tasks according to procedure. Monitors equipment in mechanical rooms and on the operations floor to ensure operability. Makes appropriate repairs or notifications if problems are detected. Responds to media inquiries related to ongoing, countywide incidents.
Education, Experience and Special Requirements Education, Training and Experience:
Any combination of education, training and experience equivalent to a High School Diploma and two (2) years of experience in a communications center or customer service environment. Additionally, two (2) years of experience in a leadership role with a focus on employee improvement is required. Certifications and Licenses:
Must maintain (or attain within three (3) months of employment if an out-of-state applicant) Wisconsin Transaction Information for Management of Enforcement (TIME) System Certification and Emergency Medical & Fire Dispatch Certification. Special Requirements:
Must be available to work evenings, nights, weekends and holidays. Must have a valid driver's license, or access to reliable personal transportation, or equivalent. A Pre-Employment Psychological Suitability assessment may be part of the final selection process. Position requires a criminal background check and fingerprinting due to the nature of the job's responsibilities. Must successfully pass a drug text and baseline hearing examination. Also refer to the "Physical and Environmental Work Requirements" section below. Background Check Statement:
Some positions may require a criminal background check which can include fingerprinting due to the nature of the job's responsibilities. Wisconsin's Fair Employment Law, s. 111.31 - 111.395, Wis. Stats., prohibits discrimination because of an arrest or conviction record. However, Dane County may disqualify an applicant if the position's responsibilities are substantially related to the applicant's criminal history (e.g., the nature of the crime and its relationship to the position, whether hiring, transferring or promoting an applicant would pose an unreasonable risk to the business, its employees, customers and vendors, etc.) Management reserves the right to make employment contingent upon successful completion of the background check. For Bilingual Positions: Provide services in both English and the required foreign language (e.g., Spanish, Arabic, Hmong, etc.). Applicants being considered for bilingual positions will be tested during the recruitment process prior to employment. This will primarily consist of passing an oral language proficiency assessment from English to foreign language and foreign language to English, but may require additional language testing, such as written translation, if it is an essential function of the job.
*If applicable, individuals may confirm with the Employee Relations Division whether results of bilingual language certifications/ examinations they currently hold qualify them for the position's bilingual designation. Physical and Environmental Work Requirements:
Normal office and call-center environment. Ability to lift 35 pounds required for packages, or in moving computer equipment. Ability to work for prolonged periods in front of a computer monitor. Manual dexterity using fine and gross motor skills. Ability to see and hear within normal ranges with or without corrective devices. Ability to speak and be heard by others.
Knowledge, Skills and Abilities Extensive knowledge of police, fire and emergency medical services dispatch procedures. Knowledge of communications systems, their equipment and proper operation. Knowledge of the principles and practices of emergency dispatch. Possession of effective oral and written communication skills. Ability to recognize equipment malfunctions and coordinate service or repair. Ability to supervise others including adapting to scheduling problems on short notice and under other stressful conditions. Possess a comprehensive knowledge of quality assurance practices and procedures related to public safety communications, dispatch data and communications systems. Ability to comprehend, interpret and apply a wide range of policies and procedures; application and interpretation of directives and procedures as well as local, state and federal laws and regulations, and industry trends and best practices. Ability to provide feedback and coaching in a professional and productive manner. Become a part of the Dane County Team!
We offer a wide range of benefits including fully paid dental and HMO health insurance premiums for full time employees/pro rated for part time employees. The County will also provide contributions towards POS health insurance premiums and short/long term disability. Additional benefits available include long term care, vision coverage, flex spending account and deferred compensation programs paid in full by the employee and a wellness program. For further details on insurance benefits visit
Bilingual Pay: Employees who work in bilingual designated positions receive an additional $2.00 per hour.
Undesirable Hours Premium Pay: Employees may receive undesirable hours pay of $2.00 for anytime worked between 6:00 p.m. and 6:00 a.m and for anytime on Saturday and/or Sunday. (not applicable with all employee groups).
Paid Parental Leave: Dane County also provides 12 weeks of paid parental leave for birth or adoption of a child.
Caregiver Leave: Dane County offers 80 hours of paid leave to care for an ill family member.
Telecommuting: Telecommuting allows employees to work remotely for all or part of their workweek. Dane County considers telecommuting to be a viable, flexible option when both the employee and the job are suited to such an arrangement. Dane County will permit telecommuting when it benefits the productivity of the employee and their department and if determined by employee's department that telecommuting is not detrimental to either the County or the employee.
Student Loan Forgiveness: If you are employed by a government or not-for-profit organization, you may be able to receive loan forgiveness under the Public Service Loan Forgiveness (PSLF) Program.
WI Retirement System: Employees hired after 7-1-11 must be expected to work a minimum of 1200 hours annually to be enrolled in the Wisconsin Retirement System when hired.
Like our Facebook page:
Dane County participates in E-Verify. For more information see the Notice of E-Verify Participation and Right to Work posters here" and then the 'here' links to this page: 01
Do have a high school diploma or equivalent?
Yes No
02
Do you have two (2) years of experience in a communications center or customer service environment?
Yes No
03
Do you have two (2) years of experience in a leadership role with a focus on employee improvement?
Yes No
04
THIS IS NOT A QUESTION. NOTE TO APPLICANT: Your responses to the following graded questions will also be evaluated based on: (1) Clarity of information, (2) Proper spelling and grammar usage; (3) Conciseness of material; and (4) Organization of narrative. Applicants applying for Dane County jobs are strictly prohibited from using artificial intelligence-generated (AI-generated) content or tools in any part of the job application process. This includes but is not limited to resumes, cover letters, and responses to written or oral questions during the entirety of the recruitment process. Please refer to the introductory paragraph on the Dane County Career Opportunities page (titled: "Important! Applicant - Read This Section Before Applying!") where you accessed your application, for further details of the Dane County Job Applicant Artificial Intelligence Use Prohibited Policy (Paragraph #8). In your application you will be asked to disclose whether or not you used AI to complete any part of the job application process. Exceptions apply if you need to use AI as a health-related accommodation (details for submitting the request are provided in the policy). Otherwise, your application will be disqualified. 05
THIS QUESTION IS GRADED. One of the major responsibilities of a Communications Supervisor is managing day-to-day operations of the emergency communications center. List the duties you believe encompass operations, which duty you believe to be the most important, and why? 06
THIS QUESTION IS GRADED. A key responsibility of this position is providing feedback and guidance to staff when problems and/or questions are detected. Additionally, this position must correct or modify Communicator behavior when it is not in compliance with departmental expectations. Describe your experience related to supervising, coaching, training and mentoring other staff. 07
THIS QUESTION IS GRADED. Communications Supervisors must communicate with diverse audiences throughout their shift, from Communicators and partner agencies to members of the public and the media. Tell me about a time when you changed your interpersonal communication style midstream because your message was not coming across as intended. Required Question
$45.01 - $59.86 Hourly Location :
Madison, WI Job Type:
Full time (1.0FTE) Job Number:
2025-00226 Department:
Public Safety Communication Opening Date:
04/18/2025 Closing Date:
5/2/2025 11:59 PM Central FLSA:
Exempt Bargaining Unit:
MGR
Description
The Dane County Public Safety Communications Department has a full-time (1.0 FTE) vacancy for a Communications Supervisor position in Madison, WI.
The Eligibility List created will be used to fill future vacancies over the next six (6) months. All are encouraged to apply. Equity, Definition and Examples of Duties COMMITMENT TO EQUITY AND INCLUSION
As an employer, we strive to provide a work environment where diversity and differing opinions are valued, creativity is encouraged, continuous learning and improvement are fostered, teamwork and open/honest communication are encouraged, and meeting customer needs through quality service is a shared goal. All employees must be able to demonstrate multicultural competence - the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women, racial and ethnic minorities, and persons with disabilities are especially encouraged to apply. DEFINITION
Under the supervision of a Public Safety Communications (PSC) Manager, the Communications Supervisor supervises, coaches, trains and mentors Communicators and other PSC staff. Oversees proper staffing, call taking and dispatch operations and assists in resolving operational and computer system problems. Assists in and/or conducts training and quality assurance programs for current staff and new employees; and developmental coaching with assigned staff to drive constant performance improvement. Ensures compliance with all dispatch/call-taking regulations and policies. EXAMPLES OF DUTIES
Supervises 9-1-1 operations and assists call takers and dispatchers with interpretation of policies and procedures to ensure compliance. Provides feedback and guidance to staff when problems and/or questions are detected. Corrects or modifies behavior when not in compliance with departmental expectations. Monitors, maintains and conducts training for new employees and supervises a team of quality control technicians. Monitors computer aided dispatch (CAD) incidents to ensure incident comments are clear, concise and timely dispatched according to the user agency policy. Ensures efficient transitions during shift change times including briefing and properly relieving staff and completing mandatory tasks according to procedure. Monitors equipment in mechanical rooms and on the operations floor to ensure operability. Makes appropriate repairs or notifications if problems are detected. Responds to media inquiries related to ongoing, countywide incidents.
Education, Experience and Special Requirements Education, Training and Experience:
Any combination of education, training and experience equivalent to a High School Diploma and two (2) years of experience in a communications center or customer service environment. Additionally, two (2) years of experience in a leadership role with a focus on employee improvement is required. Certifications and Licenses:
Must maintain (or attain within three (3) months of employment if an out-of-state applicant) Wisconsin Transaction Information for Management of Enforcement (TIME) System Certification and Emergency Medical & Fire Dispatch Certification. Special Requirements:
Must be available to work evenings, nights, weekends and holidays. Must have a valid driver's license, or access to reliable personal transportation, or equivalent. A Pre-Employment Psychological Suitability assessment may be part of the final selection process. Position requires a criminal background check and fingerprinting due to the nature of the job's responsibilities. Must successfully pass a drug text and baseline hearing examination. Also refer to the "Physical and Environmental Work Requirements" section below. Background Check Statement:
Some positions may require a criminal background check which can include fingerprinting due to the nature of the job's responsibilities. Wisconsin's Fair Employment Law, s. 111.31 - 111.395, Wis. Stats., prohibits discrimination because of an arrest or conviction record. However, Dane County may disqualify an applicant if the position's responsibilities are substantially related to the applicant's criminal history (e.g., the nature of the crime and its relationship to the position, whether hiring, transferring or promoting an applicant would pose an unreasonable risk to the business, its employees, customers and vendors, etc.) Management reserves the right to make employment contingent upon successful completion of the background check. For Bilingual Positions: Provide services in both English and the required foreign language (e.g., Spanish, Arabic, Hmong, etc.). Applicants being considered for bilingual positions will be tested during the recruitment process prior to employment. This will primarily consist of passing an oral language proficiency assessment from English to foreign language and foreign language to English, but may require additional language testing, such as written translation, if it is an essential function of the job.
*If applicable, individuals may confirm with the Employee Relations Division whether results of bilingual language certifications/ examinations they currently hold qualify them for the position's bilingual designation. Physical and Environmental Work Requirements:
Normal office and call-center environment. Ability to lift 35 pounds required for packages, or in moving computer equipment. Ability to work for prolonged periods in front of a computer monitor. Manual dexterity using fine and gross motor skills. Ability to see and hear within normal ranges with or without corrective devices. Ability to speak and be heard by others.
Knowledge, Skills and Abilities Extensive knowledge of police, fire and emergency medical services dispatch procedures. Knowledge of communications systems, their equipment and proper operation. Knowledge of the principles and practices of emergency dispatch. Possession of effective oral and written communication skills. Ability to recognize equipment malfunctions and coordinate service or repair. Ability to supervise others including adapting to scheduling problems on short notice and under other stressful conditions. Possess a comprehensive knowledge of quality assurance practices and procedures related to public safety communications, dispatch data and communications systems. Ability to comprehend, interpret and apply a wide range of policies and procedures; application and interpretation of directives and procedures as well as local, state and federal laws and regulations, and industry trends and best practices. Ability to provide feedback and coaching in a professional and productive manner. Become a part of the Dane County Team!
We offer a wide range of benefits including fully paid dental and HMO health insurance premiums for full time employees/pro rated for part time employees. The County will also provide contributions towards POS health insurance premiums and short/long term disability. Additional benefits available include long term care, vision coverage, flex spending account and deferred compensation programs paid in full by the employee and a wellness program. For further details on insurance benefits visit
Bilingual Pay: Employees who work in bilingual designated positions receive an additional $2.00 per hour.
Undesirable Hours Premium Pay: Employees may receive undesirable hours pay of $2.00 for anytime worked between 6:00 p.m. and 6:00 a.m and for anytime on Saturday and/or Sunday. (not applicable with all employee groups).
Paid Parental Leave: Dane County also provides 12 weeks of paid parental leave for birth or adoption of a child.
Caregiver Leave: Dane County offers 80 hours of paid leave to care for an ill family member.
Telecommuting: Telecommuting allows employees to work remotely for all or part of their workweek. Dane County considers telecommuting to be a viable, flexible option when both the employee and the job are suited to such an arrangement. Dane County will permit telecommuting when it benefits the productivity of the employee and their department and if determined by employee's department that telecommuting is not detrimental to either the County or the employee.
Student Loan Forgiveness: If you are employed by a government or not-for-profit organization, you may be able to receive loan forgiveness under the Public Service Loan Forgiveness (PSLF) Program.
WI Retirement System: Employees hired after 7-1-11 must be expected to work a minimum of 1200 hours annually to be enrolled in the Wisconsin Retirement System when hired.
Like our Facebook page:
Dane County participates in E-Verify. For more information see the Notice of E-Verify Participation and Right to Work posters here" and then the 'here' links to this page: 01
Do have a high school diploma or equivalent?
Yes No
02
Do you have two (2) years of experience in a communications center or customer service environment?
Yes No
03
Do you have two (2) years of experience in a leadership role with a focus on employee improvement?
Yes No
04
THIS IS NOT A QUESTION. NOTE TO APPLICANT: Your responses to the following graded questions will also be evaluated based on: (1) Clarity of information, (2) Proper spelling and grammar usage; (3) Conciseness of material; and (4) Organization of narrative. Applicants applying for Dane County jobs are strictly prohibited from using artificial intelligence-generated (AI-generated) content or tools in any part of the job application process. This includes but is not limited to resumes, cover letters, and responses to written or oral questions during the entirety of the recruitment process. Please refer to the introductory paragraph on the Dane County Career Opportunities page (titled: "Important! Applicant - Read This Section Before Applying!") where you accessed your application, for further details of the Dane County Job Applicant Artificial Intelligence Use Prohibited Policy (Paragraph #8). In your application you will be asked to disclose whether or not you used AI to complete any part of the job application process. Exceptions apply if you need to use AI as a health-related accommodation (details for submitting the request are provided in the policy). Otherwise, your application will be disqualified. 05
THIS QUESTION IS GRADED. One of the major responsibilities of a Communications Supervisor is managing day-to-day operations of the emergency communications center. List the duties you believe encompass operations, which duty you believe to be the most important, and why? 06
THIS QUESTION IS GRADED. A key responsibility of this position is providing feedback and guidance to staff when problems and/or questions are detected. Additionally, this position must correct or modify Communicator behavior when it is not in compliance with departmental expectations. Describe your experience related to supervising, coaching, training and mentoring other staff. 07
THIS QUESTION IS GRADED. Communications Supervisors must communicate with diverse audiences throughout their shift, from Communicators and partner agencies to members of the public and the media. Tell me about a time when you changed your interpersonal communication style midstream because your message was not coming across as intended. Required Question