911 Center Manager Jobs (NOW HIRING)

Salary: $27.25 - $30.14 Hourly
Location : 911 Communications Center, 3636 N. Cty Hwy F, Janesville, WI
Job Type: Full Time
Job Number: RC-0805274
Department: 911 2nd Shift
Opening Date: 08/12/2026
Closing Date: 8/30/2026 5:00 PM Central
Position Summary and Job Duties
Recruitment will be used to fill 2nd and/or 3rd shift opportunities.
The incumbent's primary responsibility is to provide emergency and non-emergency communications response to individuals and entities requesting police, fire or emergency medical services. Through professional information gathering, the incumbent determines the nature of the call, whether a response is necessary and what type of assistance or information is needed. For calls requiring police/fire/EMS response, the incumbent dispatches the appropriate agency to the scene, maintaining proper logs and paperwork (computer and/or manual) of all units dispatched. The incumbent is additionally responsible for retrieving and accurately relaying to requesting field units, information contained in the local, state and national computer systems, and for entering and maintaining law enforcement data in the appropriate computer system(s).
50 %- Coordinates dispatching of public safety responders.

• Dispatches, via a radio console or other electronic means, emergency and other calls requiring police and/or fire and/or EMS response according to priority and availability of field units.
• Maintains strict radio discipline at all times.
• Monitors dispatched units' activities and receives and transmits to field units updated information as it's received.
• Complies with FCC regulations and agency policies/procedures in the transmission of all radio traffic

20%- Records and documents information on calls for service and other dispatch related functions.

• Enters incident data into CAD system.
• Maintains various automated and manual logs, records and files relating to call-taking and dispatching activities.
• Testifies at adjudication hearings, when necessary.

20%- Assists with emergency and non-emergency call-taking functions.

• Answers 9-1-1 voice and telephone device for the deaf (TDD) telephone calls requesting emergency services.
• Questions callers to determine the nature and location of the problem.
• Extracts and records essential information and, when appropriate, provides emergency
• medical pre-arrival instructions as dictated by predetermined emergency dispatch protocols.
• Calls back disconnects to determine nature and location of the problem and enters
• information into computer aided dispatch (CAD) system as appropriate.
• Answers administrative telephone lines, provides routing non-technical information upon request, and refers all other inquiries to the proper person or department.
• Utilizes mapping and other Next Generation 911 technologies to process calls for service.

5%- Operates the TIME System (Transaction, Information Management Enforcement) and other databases

• Retrieves and accurately relays to requesting law enforcement field units, information contained in local, state and national computer systems (e.g. information regarding motor vehicles, driver's licenses, wants and warrant, etc.).
• Enters and maintains law enforcement data in the system(s) as appropriate.

3%- Performs testing of equipment

• Periodically tests the electronic and mechanical equipment to indicate proper performance.
• Operates emergency warning equipment (e.g. tornado sirens).
• Operates Backup Site systems on an annual basis.

1%- Attends required training as assigned.
1%- Performs other duties as assigned.
Success Factors (KSA's)
Oral and Written Communications:
Must have the ability to actively listen to others for an understanding of their needs and situations; ability
to speak English with sufficient clarity to be understood by others on the telephone, radio or in person.
Must be able to assertively control conversations in order to quickly and accurately gather pertinent
information, and be able to communicate this information professionally and precisely to the proper
recipient. Must be able to read and understand written correspondence, memoranda and directive. Must
have the ability to report events and information in writing legibly and accurately, using proper English
grammar and structure.
Interpersonal Relationships:
Must be consistent in dealing with people; must be able to detach from callers' emotions, yet project an image of
empathy (i.e., avoid personal involvement). Must have the ability to maintain appropriate and constructive
behavior and attitude in response to difficult or adverse situations. Must have the ability and willingness to accept
criticism and/or discipline; the ability and willingness to accept responsibility for actions. Must have the ability to
work cooperatively with supervisors and establish cohesive, effective relationships with peers. Must demonstrate
the ability to effectively work in multi-cultural and diverse communities.
Judgment:
Must have the ability to act in a decisive manner, using good judgment. Must have the ability to maintain
objectivity in the decision making process; the ability to effectively prioritize situations and information
and make appropriate decisions based on information received. Must have the ability to learn and apply
new information; the ability to handle a variety of rapidly flowing information at once; the ability to
remember numerous details.
Professionalism:
Must have the ability to act in a mature, dependable fashion; ability and willingness to maintain
dependable work habits such as reporting to work on time, with little prompting and intervention. Must be
able to work all shifts of a 24-hour per day period and be available for emergency call-in overtime. Must
represent the organization to other agencies and citizens with a courteous, helpful, accurate and business
like attitude in all telephone and personal contact. Must have the willingness and ability to respect private,
confidential information; the ability and willingness to support and carry out directives.
Quality of Work:
Must be able to provide high quality, accurate work. Must be able to perform multiple tasks
simultaneously be able to do several things at one time and remain focused under stress (i.e., multi-tasking
abilities). Must have the ability to adjust to new or unique situations, and the ability and willingness to
show initiative in completing work assignments.
Technical Knowledge:
Must acquire and maintain a working knowledge of public safety communications equipment, practices
and procedures including but not limited to:
• Knowledge of functions and operation of computer aided dispatch (CAD) system and manual call
recording/dispatch procedures.
• Knowledge of functions and operation of telephone console, radio console, telephone device for the deaf
(TDD) and other standard communications equipment.
• Knowledge of FCC rules and regulations applicable to radio broadcasts.
• Knowledge of proper use of ANI/ALI displays/information for 911 calls.
• Knowledge of basic telephone and radio techniques/procedures for handling incoming emergency calls
and dispatching response units.
• Knowledge of basic police/fire/EMS complaint/dispatch terminology.
• Knowledge of proper use of emergency medical pre-arrival protocol system.
• Knowledge of map reading and ability to use map to give directions for specific locations.
• Knowledge of proper use of local, state and national computer systems and functions.
• Knowledge of legal liability issues common to emergency call-taking, public safety dispatching and
records keeping.
• Knowledge of geographical area served (e.g., familiarity with street names/layout, landmarks, numbering
schemes, rivers, lakes, interstates, etc.)
• Knowledge of proper preparation of required reports, logs and forms.
• Knowledge of agency policies, procedures and standards of expected performance.
• Knowledge of available resource materials and their use in performing job duties (e.g., manuals,
directories, maps, etc.).
Job Requirements, Education, Training & Experience

• Graduation from high school or equivalent.
• One year experience in public safety call taking or dispatching preferred or one year constant employment in multi-tasking positions or work experience that includes significant contact with the public.
• Ability to type 40 net words per minute.
• Ability to pass a criminal background investigation, fitness for duty exam, drug screening and psychological exam.

The requirements listed below must be completed within the twelve (12) month probationary period:

• Required to become APCO Public Safety Telecommunicator I Certified.
• Required to become TIME Certified.
• Required to become CPR Certified.
• Required to become EMD (Emergency Medical Dispatch) Certified

Essential Job Functions (physical elements, equipment and working conditions)
Physical Elements:

• Must have the ability to hear and understand sound sources coming through a communications headset and/or radio and/or standard telephone receiver, including the ability to hear and understand other outside sound sources while wearing a communications headset (i.e., the ability to hear sound sources not coming through the headset; ability to hear through both ears).
• Must have the ability to speak and write English clearly.
• Must have the ability to read and discern visual images on a variety of media, including the ability to read and understand maps, and the ability to distinguish between colors on a color-coded computer screen.
• Must have the ability to type accurately on a computer keyboard while conversing with callers and public safety responders.
• Must have the ability to record names and numbers accurately (i.e., not transpose numbers and/or letters).
• Must have the ability to sit or stand in one place for extended periods of time.

Equipment use:

• Familiar with basic operations of personal computer systems.
• Operates computer aided dispatch system.
• Operates computerized radio console according to departmental policy and procedure as well as FCC rules and regulations.
• Operates computerized telephone system.
• Utilizes electronic time card system.

Working conditions:

• All inside work in a call center; busy, high stress environment.

Rock County Employee
Facts and Benefits Highlights

• Rock County historic and cultural attractions:Rock County is in south Central Wisconsin along the Illinois border. The County has a population of 161,188 making it the ninth largest County in Wisconsin. Janesville, Wisconsin (pop. 64,009) is the county seat. Janesville is located on the I39/90 corridor, forty miles south of Madison, seventy-six miles west of Milwaukee and about two hours from Chicago.

Rock County's many historic and cultural attractions include the City of Evansville historic district, Beloit College (an acclaimed liberal arts institution located in the City of Beloit) and the City of Janesville's Rotary Botanical Gardens and Tallman House (an exceptional example of Italian villa style architecture from the mid 1850's).
The Cities of Janesville and Beloit have a combined symphony orchestra, as well as individual performing arts centers. The Rock County Fair and Riverfest are regional cultural celebrations held every summer in the Cities of Janesville and Beloit respectively. These Cities both have extensive park and open space networks, including portions of the Ice Age National Scenic Trail, a Statewide trail commemorating the State's geologic history. Additionally, the Rock River runs through these Cities, offering many recreational opportunities.

• Salary:

Rock County has updated their pay grid in 2023 and it has 14 steps for every classification. Below is the link to locate the compensation grid and see each of the classifications that Rock County has to offer.
Employees are paid every two weeks on Friday (26 checks in a year). Paychecks are directly deposited in the employee's bank account. There is a two-week delay between the pay period worked and the payday. New employees generally wait four weeks before they receive their first check, which is a live paper check. Direct deposit is a requirement of employment.

• Holidays (Ordinance 18.501):

The following holidays are observed by the County and shall be granted to regular employees with pay and to temporary employees without pay, unless such employees are required to be on scheduled work:
(a) New Year's Day
(b) Martin Luther King Jr. Day
(c) Spring Holiday to be observed the Friday immediately preceding Easter
(d) Memorial Day
(f) July 4th
(g) Labor Day
(h) Thanksgiving Day
(i) Friday following Thanksgiving
(j) Day before Christmas
(k) Christmas Day
(l) One Floating Holiday
(m) Any additional holiday granted by the County Board.
(n) The County Administrator may designate additional holidays in unusual circumstances with the approval of the County Board Chair and/or Vice Chair.
For employees working the standard work schedule, when a holiday falls on Saturday, it shall be observed on the preceding Friday. When a holiday falls on a Sunday, the following Monday shall be observed.
For employees not working the standard work schedule see the HR Policies and Procedures.