Operations Manager – 911 Communications (Sheriff’s Office)

Elkhorn, WI
Walworth County Sheriff's Office

An Equal Opportunity Employer

Salary $76,496.00 – $100,032.00 Annually

Position Summary

Are you a self-motivated individual with experience working in a 911 Communications Dispatch Center? If you enjoy a new challenge, the Walworth County Sheriff’s Office is seeking applicants for the position of Operations Manager.

This position is responsible for leading and managing the day-to-day operations of a multi-jurisdictional communications center serving a population of approximately 106,000 and over 30 police, fire, and EMS agencies throughout Walworth County. This position has authority for decision-making related to operational and disciplinary actions as necessary and reports directly to the Captain of Communications and Emergency Management.

Hours of Work: This position is normally Monday – Friday with weekends off, but must be able to adjust schedule to work outside normal hours, including weekends, overnights, and holidays for pre-planned or emergency events.

Direct Reports: The Operations Manager will supervise three shift supervisors that each work one of our three shifts on a rotating schedule and a Training & Quality Assurance Manager that normally works Monday – Friday.

Closing Date: The application period will remain open until filled with a first review of applications on May 1, 2024.

Essential Duties and Responsibilities

The duties and responsibilities of this position include, but are not limited to:

  • Foster a positive organizational culture through behavior, demeanor, and example.
  • Lead and manage the daily dispatch operations of the communications center directly and through the dispatch supervisors and shift IC’s according to policies, procedures, and regulations.
  • Use initiative and sound judgment according to procedural guidelines when making decisions.
  • Provide coaching, leadership, and mentorship to the dispatch supervisors.
  • Provide guidance to Training & Quality Assurance Manager in coordinating training, certification, recertification, and development of
  • Communications Center personnel including new employees, short-term, and long-term training needs.
  • Collaborate with other Sheriff’s Office divisions, County departments, and municipal agencies to further the Sheriff’s Office – One Team, One Mission philosophy.
  • Oversee and maintain the division schedule, authorizing and covering leave to ensure proper shift coverage, including overtime.
  • Recommend, develop, implement, review and apply policy and standard operating procedures. Ensure personnel understand policies and procedures.
  • Monitor and forecast trends in dispatch and industry operations, developments, and needs. Make recommendations for improvements or changes.
  • Work closely with Human Resources and Captain to recruit, retain, evaluate, and as needed administer discipline to employees.
  • Investigate and document instances of complaints, errors, and misconduct. Recommend proper course of action to correct.
  • Coordinate public education and public relation appearances.
  • Anticipate budgetary needs and provide information to Captain for budgetary preparation.
  • Oversee Emergency Medical Dispatch (EMD) program with Medical Director and EMD Coordinator.
  • Attend trainings to develop additional skills and knowledge.
  • Respond to emergencies during off time, arising from inclement weather, equipment failure, personnel issues, or other natural or manmade incidents.
  • Maintain the skills and certifications needed to perform the duties of a communications officer.
  • Provide radio console coverage as needed during emergency situations and staffing shortages.
  • May be assigned to act as the division commander in the absence of the Captain, as needed.


High school diploma with three to five years of experience as manager, supervisor, or current communications training officer in a medium to large multi jurisdiction and multi discipline public safety communications center. A bachelor’s degree in Emergency Management, Public Administration, Criminal Justice, Business Management, or related field is preferred. Valid driver’s license with an acceptable driving record required.

Knowledge, Skills & Abilities

  • Strong leadership skills.
  • Skills in communicating and interacting with others verbally and in writing.
  • Ability to develop and effectively present ideas and concepts verbally and in writing.
  • Ability to work independently or as a part of a team.
  • Ability to develop, understand, interpret and communicate policy and procedures.
  • Ability to maintain composure and make decisions in both normal and emergency conditions using diplomacy, fairness, understanding, and sound judgment.
  • Experience applying Association of Public-Safety Communications Officials (APCO), National Emergency Number Association (NENA), and Criminal Justice Information Services (CJIS) best practices through policy and procedure desired.
  • Proven experience in planning, organizing, and directing the activities of a public safety communications center staff in a complex and fast changing environment desired.
  • Experience with ProPhoenix Computer Aided Dispatch (CAD)/Records Management Software (RMS) systems, Zetron and Harris Symphony Radio Consoles, Solacom 911 Systems, Phoenix G2 Station Alerting systems desired.

Qualified candidates will be required to attain and maintain the following certifications if not held at the time of hire:

  • APCO Public Safety Telecommunicator
  • APCO Emergency Medical Dispatch
  • Wisconsin Basic TIME Certification
  • APCO Communications Training Officer (CTO)
  • APCO Communications Center Supervisor
  • APCO Quality Assurance Manager
  • NENA Communications Manager
  • Incident Command System (ICS) 100, 200, 300, 400, 700, and 800

Selection Process

Formal Walworth County Electronic Application
Education & Experience Review
Oral Department Interview
Background Investigation
Post Offer Psychological Evaluation
Post Offer Physical Examination
Drug Screen

Other job related tests may be required.

Apply Here