PUBLIC WORKS DISPATCHER – LEAD

The City of Milwaukee is proud to employ a workforce dedicated to delivering exceptional service to its residents. If you are passionate about being part of an inclusive team of public servants, please consider the following opportunity.

The Public Works Dispatcher – Lead ensures efficient operations of the Fleet Services Dispatch Office by supporting and coordinating daily office and communication functions, including facilitating communication between Dispatch and the Fleet Repairs Section to align fleet availability with scheduled assignments and staffing levels.

Dispatch and Scheduling

• Coordinate and lead daily dispatch communications via radio, phone, and email to ensure efficient support of field and fleet operations.
• Perform and oversee daily scheduling of fleet equipment, operators, and support personnel,
• using Telestaff.
• Dispatch and monitor field activities using Workforce Automatic Vehicle Location (AVL), ensuring accurate tracking of field service technicians, utility crews, and fueling trucks.
• Coordinate Roll-Off operations by assigning box locations, preparing daily schedules in Microsoft Excel, and distributing staff assignments.
• Ensure operational readiness by confirming next-day assignments with drivers, operators, and fleet/sanitation personnel.
• Serve as a primary point of contact for drivers, operators, and field staff, responding to assignment inquiries and resolving scheduling issues.
• Process and manage employee availability, including leave requests (vacation, sick leave, Family and Medical Leave Act (FMLA), and emergency leave), through scheduling systems.
• Provide guidance and support to dispatch staff to ensure consistency, accuracy, and efficiency in operations.

Data Recording and Tracking

• Maintain accurate and detailed records of work assignments, dispatch activities, and operational data.
• Update and manage fleet asset locations and operational status in Fleet Focus and Samsara.
• Document and update operational status across various fleet-related programs, ensuring data integrity and accessibility.
• Record and maintain fuel usage and fleet supply data using TMS Com.
• Maintain records of service agreements, rental equipment, and vendor services.
• Prepare, process, and maintain confidential employee performance documentation, ensuring secure handling and accurate distribution tracking.
• Document and support investigations of department-wide accidents using AssetWorks.
• Track and maintain records related to fuel distribution and fleet supply usage.
• Receive, document, and route citizen complaints to appropriate leadership, ensuring proper follow-up and resolution.

Administrative Support

• Provide timely and accurate fleet-related information in response to calls and inquiries from all stakeholders.
• Prepare and distribute the daily after-hours, on-call contact list.
• Assist with onboarding processes, including new hire orientation and completion of I-9 employment eligibility documentation.
• Coordinate Commercial Driver's License (CDL) testing applications, scheduling, and fee processing for operators.
• Communicate assignments and coordinate work with private contractors performing services.
• Notify driver instructors of fleet accidents and coordinate communication with Milwaukee Police Department non-emergency services.
• Ensure compliance with departmental policies, safety regulations, and operational procedures.
• Activate and manage fuel cards, including issuing new and replacement cards to operators.
• Monitor adherence to scheduling protocols, communication standards, and data entry requirements.
• Identify process improvement opportunities within dispatch, scheduling, and reporting functions to enhance service delivery.
• Serve as a liaison between management, field personnel, and administrative staff to ensure clear and effective communication.

Snow and Ice Control

• Maintain and update workforce availability for snow operations and other critical response efforts.
• Support 24-hour snow and ice control operations as an active member of the dispatch team.
• Coordinate and execute snow operation communications, including contacting drivers and documenting activity in the snow database.

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process 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 Public Works Dispatcher – Lead must be willing and able to:

• Work variable and extended hours to meet the City’s needs during weather-related events and other emergencies that may include evenings, weekends, and holidays.
• Withstand prolonged exposure to variable and extreme weather conditions, including rain, wind, excessive heat, intense cold, and snow.
• Be available 24 hours per day/365 days per year in the event of an emergency operation, including DPW snow and ice control operations.

1. Four years of experience at a dispatch or high-volume customer call center.

Equivalent combinations of education and experience may be considered.

NOTICE: Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates’ education as part of the background screening process prior to extending any job offers.

• Lead worker or trainer experience in a dispatch or high-volume customer call center.
• Familiarity with City of Milwaukee streets and service area districts.

Technical

• Ability to efficiently utilize office equipment, including telephones, copiers, and fax machines.
• Proficiency using Microsoft Office Suite, specifically Outlook, Word, Excel, PowerPoint, SharePoint, and Teams.
• Ability to learn job-specific computer systems and software.
• Accurate keyboarding and data entry skills.
• Ability to accurately maintain departmental records.
• Ability to read and interpret job-related materials.
• Ability to memorize information, conduct online research, and navigate quickly between multiple data entry systems in different formats and multiple online resources.
• Ability to understand and follow instructions.
• Knowledge of the English language, including proper sentence structure, grammar, and punctuation.

Communication, Interpersonal, and Customer Service

• Verbal communication skills, including the ability to share information and respond to questions clearly via radio and telephone.
• Written communication skills to prepare clear and concise business correspondence and reports.
• Ability to work cooperatively and fairly with people whose backgrounds may differ from one's own.
• Knowledge of customer service best practices and the ability to incorporate them into operations.
• Ability to consistently handle a high volume of telephone calls and customer inquiries.
• Active listening skills and patience.
• Conflict resolution skills and the ability to resolve escalated complaints and remain calm in stressful situations.

Judgment and Professionalism

• Ability to plan, organize, initiate, prioritize, and complete work to achieve objectives promptly, within deadlines, and with limited supervision.
• Ability to work effectively under pressure and tight time constraints to handle a high volume of telephone calls and customer inquiries.
• Ability to use sound judgment to make decisions.
• Ability to perform work with a high degree of accuracy, detail, and quality.
• Ability to be diplomatic, discreet, and tactful.
• Honesty, integrity and the ability to maintain confidentiality.
• Ability to serve as an effective and efficient steward of City resources.

The current salary range (Pay Range 2GN) is $66,304-$78,768 annually, and the current resident incentive salary range for City of Milwaukee residents is $68,956-$81,918 annually. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval.

BENEFITS: 

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

• Wisconsin Retirement Systems (WRS) Defined Benefit Pension Plan
• 457 Deferred Compensation Plan
• Health and Dental Insurance
• Paid Parental Leave
• Comprehensive Wellness Program
• Onsite Clinic Services 
• Onsite Employee Assistance Program
• Alternative Work Schedules
• Long Term Disability Insurance
• Group Life Insurance
• Tuition Benefits
• Paid Vacation
• 12 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 https://city.milwaukee.gov/der/benefits.

THE SELECTION PROCESS will be job-related and will consist of one or more of the following: an evaluation of education, experience, and/or responses to supplemental questions; a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE - The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the City's needs have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative dates or times for the selection process. 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 www.jobapscloud.com/MIL.
• 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 in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

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