Public Works Dispatcher - Lead

Job Description

Introduction

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.

Purpose

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.

Essential Functions

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.

Conditions of Employment

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.

Minimum Requirements

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.

Desirable Qualifications

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

Knowledge, Skills, Abilities & Other Characteristics

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.

Current Salary

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.

Selection Process

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.

Selection Plan

APPL

Requirements

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.

Conditions of Employment

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.

Minimum Requirements

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