Dispatcher, Customer Service​/HelpDesk

Overview

This is a dispatcher position with the Madison County Sheriff's Office at the Emergency Communications Center
. The role involves varied and skilled communications work in a fast-paced, high-pressure environment requiring accurate, rapid decision-making. Dispatchers are responsible for receiving emergency and non-emergency calls, evaluating the nature of requests, and dispatching the appropriate public safety personnel, including law enforcement and emergency responders.

Dispatchers must operate multi-line telephone systems and two-way radios, log detailed records of calls and radio traffic, and interact professionally with both the public and internal agencies. Strong multitasking, critical thinking, and communication skills are essential. Once trained, dispatchers work with a high degree of independence, though under general supervision.

All applicants must complete a typing test (minimum 40 WPM with 90% accuracy) and a Criti Call Exam (minimum score 80%). Please plan to spend up to 2 hours at the facility for testing.

(All duties listed may not be included in any one position, nor does the list include all tasks found in a position of this class.)

As a Dispatcher I, you will be the first point of contact during emergencies—often during the worst moments of someone’s life. Your role is critical to the safety of both the public and responding deputies. This position requires quick thinking, emotional control, and strong communication skills. You must be prepared to work in a fast-paced, high-stress environment for extended periods.

• Answer and evaluate emergency (911) and non-emergency calls for service with professionalism, urgency, and empathy.

• Ask critical questions under pressure to assess the nature and severity of emergencies.

• Dispatch Madison County Sheriff's Office deputies, fire services, and other emergency responders using radio and computer systems.

• Maintain continuous radio communication with field units, providing them with accurate, timely, and potentially life-saving information.

• Handle difficult and emotionally intense calls (e.g., domestic violence, accidents, active threats, medical emergencies) while remaining calm and in control.

• Accurately log all calls for service and radio activity using the Computer-Aided Dispatch (CAD) system in real-time.

• Prioritize and manage multiple calls and incidents simultaneously in a fast-paced environment.

• Understand and follow protocols for high-risk situations, including vehicle pursuits, armed suspects, and officer assistance requests.

• Communicate and collaborate with surrounding law enforcement agencies and first responders as needed.

• Work rotating shifts, including nights, weekends, and holidays—often with little notice for shift coverage or mandatory overtime during emergencies.

• Maintain strict confidentiality and comply with all federal, state, and agency privacy laws and guidelines.

Education and Experience:

Any combination of education and experience equivalent to Graduation from a high school or GED. Experience receiving, evaluating, transmitting, and monitoring emergency requests via telephone or radio or experience in a customer service position demonstrating extensive phone or personal contact with the public is preferred. A combination of experience and/or training that demonstrates the applicant’s ability to perform the essential functions of this position is also acceptable.

Knowledge, Skill, and Ability:
Must have some knowledge of street system and geography of community and county. Knowledge of telephone and radio operating requirements. Ability to speak in a well-modulated voice and deal with the public and other employees acceptably. Ability to keep records. Must type 45 words per minute. Must pass a Criti Call test which measures multitasking and map reading skills.

Physical Requirements:

Work is essentially sedentary with occasional walking, standing, bending, but must respond to phone and radio quickly. Position requires the physical ability to sit in confined seating for extended periods, and operate a computer keyboard.…