FIRE DISPATCH ASSISTANT MANAGER

Located on the western shore of Lake Michigan, Milwaukee is an urban hub bursting with energy. Milwaukee provides a casual sophistication – big city appeal without the big city hassles. We are accessible and affordable, and our residents are welcoming. Milwaukee has evolved through the years, bringing together its unsurpassed old world charm with a breathtaking Art Museum, top-flight arts and cultural attractions, professional sports, lakefront festivals, recreational opportunities, and great restaurants.

Take your experience serving in a lead dispatching capacity to the next level and perform an important role in ensuring the safety of the public in this challenging and rewarding position!

Under the direction of the Fire Dispatch Manager, the Fire Dispatch Assistant Manager oversees the operation of the Milwaukee Fire Department’s Public Safety Answering Point (PSAP), providing quality assurance of the Communications Section, including ensuring appropriate dispatching; overseeing training and continuing education for new and current fire dispatchers; and conducting performance evaluations, coaching, counseling, and administering discipline.

• Manages and supervises both senior fire dispatchers and fire dispatchers, ensuring they adhere to performance standards and proper procedures. Provides guidance in handling difficult or complex problems. Directs operations during large-scale unusual or escalating incidents and during high activity.
• Develops, organizes, and oversees training, including new and continuing education, for both new and current dispatchers. Researches and creates manuals and other program course materials. Monitors and evaluates trainers to ensure consistent training and evaluation of trainees. Tracks certifications and continuing education credits to ensure proper placement on the career ladder.
• Works with the Fire Dispatch Manager to evaluate, update, and create dispatch policies and procedures. Ensures that dispatch resource materials are kept current. Interprets and communicates dispatch protocol and department polices to staff. Ensures that department-required notifications are kept current and followed.
• Conducts annual performance evaluations and recommends appropriate personnel actions. Conducts random dispatcher call reviews of the Emergency Medical Dispatcher (EMD) program on an on‑going basis to measure protocol compliance. Discusses job performance issues with dispatch staff and coaches employees. Maintains accurate scheduling and staffing records.
• Coordinates with Technical Services Division (TSD) personnel or system vendors to define, document, and resolve problems with the telephone, radio, or computer-aided dispatch (CAD) systems. Maintains readiness of the Alternate Dispatch Site and the Emergency Operations Center.

Reasonable accommodations requested by qualified individuals with disabilities will be made in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

• The Fire Dispatch Assistant Manager is subject to recall to duty from off‑duty at any hour and may be subject to remain on duty in the event of a greater alarm or major incident.

1. Two years of experience as a Fire Dispatcher-Senior in the Milwaukee Fire Department or in an equivalent supervisory role at a PSAP with a similar level of volume and complexity. Equivalent experience may also be considered.
2. Attainment of these certifications within one year of appointment and active throughout employment:

• Priority Dispatch Systems™ EMD Certification
• American Heart Association® Healthcare Professional CPR
• Association of Public-Safety Communications Officials (APCO) International Institute:
  • Communications Training Officer (CTO), Instructor
  • Fire Service Communications (FSC), Instructor
  • Public Safety Telecommunicator (PST), Instructor
  • Communications Center Supervisor (CCS)

• Associate degree or 60 credits toward a bachelor’s degree in business management, public administration, or a closely related field from an accredited college or university.

• Thorough knowledge of Enhanced 9-1-1 (E9-1-1), Next Generation 9-1-1 (NG9-1-1), the technologies that support both, and implementation challenges.
• Knowledge of and ability to assist end-users in troubleshooting computer-aided dispatch (CAD); telephone, logging, and radio systems; and standard computer applications such as Microsoft Office.
• Knowledge of PSAP and customer service best practices.
• Ability to read and interpret documents such as regulations, procedures, and technical publications.
• Written communication skills to be able to produce correspondence, reports, policies, and procedures.
• Interpersonal skills and conflict resolutions skills to be able to maintain effective working relationships with colleagues and direct reports, elected officials, representatives of outside agencies, and the public.
• Knowledge of principles and best practices of supervision, training, coaching, and evaluation.
• Ability to work in concert with the manager to effectively lead a team of fire dispatchers, from assigning and directing work through evaluating performance and administering disciplinary action as necessary.
• Ability to establish methods and procedures for policy and protocol implementation.
• Ability to organize work, manage priorities, and meet deadlines in a fast-paced PSAP environment.
• Analytical and problem-solving skills to be able to resolve complex issues on a daily basis.
• Stress management skills to be able to cope with managing major incidents requiring critical and immediate decision-making and sound judgment.
• Professional, proactive, motivated, self-directed, honest, and ethical.

The current salary range (Pay Range 1EX) for City of Milwaukee residents is $59,739-$81,844 annually, and the non-resident salary range is $58,266-$79.836. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval.

The City of Milwaukee provides a comprehensive benefit program that includes the following:

• Defined Benefit Pension Plan
• 457 Deferred Compensation Plan
• Health and Dental Insurance
• Comprehensive Wellness Program
• Onsite Clinic Services
• Onsite Employee Assistance Program
• Alternative Work Schedules
• Long Term Disability Insurance
• Group Life Insurance
• Tuition Benefits
• Paid Vacation
• 11 Paid Holidays
• Paid Sick Leave and other paid leaves
• Flexible Spending Arrangement
• Commuter Value Pass

For full details of the benefits offered by the City of Milwaukee, please visit http://city.milwaukee.gov/der/Benefits-2018#.WgYyqE2ovAA. 

THE SELECTION PROCESS will be job related and will consist of one or more of the following: education and experience evaluation; written, oral, or performance tests, or other assessment methods. The Department of Employee Relations and the Milwaukee Fire Department reserve the right to call only the most qualified candidates to oral and performance examinations. Oral examinations may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE - The examination will be held as soon as practical after Friday, December 28, 2017 Currently extended through Monday, January 22, 2018. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the needs of the City have been met. Qualified applicants will be notified of the date, time, and place of the examination. Unless otherwise required by law, the City of Milwaukee will not provide alternative test administration. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.

• APPLICATIONS and further information may be accessed by visiting, http://city.milwaukee.gov/jobs.
• If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov.
• The Department of Employee Relations is located at City Hall, 200 E. Wells St., Room 706, Milwaukee, WI 53202.

EEO 204

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.