In 2014, Waukesha County Communications Center staff answered 164,000 phone calls and entered 257,861 calls of service!
The Waukesha County Communications Center (WCC) is the largest Public Service Answering Point (PSAP) in Waukesha County. We answer all wireless 911 calls for the county, as well as all landline 911 calls, and most non-emergency calls for the 23 different municipalities we dispatch for (Police, Fire/EMS). In the event we receive a call that is not handled by our PSAP, we appropriately transfer that to one of the other 6 PSAP’s in the County, or outside agency if appropriate. We also handle the dispatching of units to calls for service and all other radio communications for the Waukesha County Sheriff’s Department, Police Departments, and Fire/EMS Departments. WCC staff is affiliated with several Specialty Teams where specially trained dispatchers are responsible for certain tasks. WCC is also the primary dispatch center for Division 106 of the Mutual Aid Box Alarm System (MABAS), which handles the coordinated dispatch of predetermined mutual aid units from multiple fire departments on incidents where more apparatus or manpower is needed.
In the event of a severe weather incident WCC also activates Weather Sirens for Big Bend, Town of Brookfield, Village of Butler, Village of Eagle, Village of Merton, North Lake, Okauchee, Village of Pewaukee, Stone Bank and Village of Sussex. (More weather information coming soon!)
Our current 12,000 square-foot building, at 1621 Woodburn Road in the city of Waukesha, was completed in January 2004 and we began operations July 17th, 2004 as the first PSAP in Wisconsin to take wireless 911 calls. Inside WCC is also the Emergency Operations Center (EOC), which is utilized by Waukesha County Emergency Management as an operational hub during large scale incidents. Currently, WCC is slated to add 4,000 square feet to our current foot print by the end of 2017.
Headed by our Director, Gary Bell, and Training and Operations Manager, Sherri Stigler, WCC is staffed 24 hours a day, 7 days a week, with our team of 46 fully trained Dispatchers (working 3 shifts and a 5-on 2-off; 4-on 2-off schedule) and 6 shift supervisors. We also have 3 IT/Support personnel and 1 person handling the administrative needs of the centers day to day operations.
Each of our Dispatchers are, extensively, trained through our rigorous training program. Trainees undergo a 6 week classroom training program that provides a functional understanding of the geography of the county, jurisdictions we are responsible for, phones and radio operations, our Computer-Aided Dispatch (CAD) system and scenarios that tie all of their training together. Throughout this classroom portion, all trainees obtain the certifications necessary to provide the high level of service we provide to the residents of Waukesha County such as, Emergency Medical Dispatch and soon Emergency Fire Dispatch. Once the trainees complete the classroom program they are moved to the Dispatch floor, where they work under the close supervision of our Communication Training Officers (CTO) with on-the-job, real life, training to become proficient in call taking, 4 police radio channels, Fire/EMS dispatching and Teletype. On average, from time of hire to a highly trained Emergency Telecommunicator, it takes 1 year of dedicated learning to complete the training program.
Our training program is currently seeking the Association of Public-Safety Communications Officers (APCO) Project 33 Accreditation. The APCO Project 33 Agency Training Program Certification is a formal mechanism for public safety agencies to certify their training programs as meeting APCO American National Standards (ANS).