The primary functions of the Operations department are 9-1-1 call answering and radio dispatch for WCCCA's 16 police and fire agencies. This department is twenty-four hours a day, seven days a week and when fully staffed has 1 Operations Manager, 7 Operations Supervisors, 1 Administrative Supervisor, 1 Training Coordinator, 67 Dispatchers and 2 part-time Records Specialist.
In 2019, WCCCA Dispatchers handled 580,749 telephone calls and dispatched 515,559 public safety incidents. The Dispatchers are truly WCCCA's front-line customer service representatives for community members, police officers, and firefighters alike, and strive to meet WCCCA's mission of providing timely, efficient and compassionate communications services to all citizens.
The training department consists of an Administrative Supervisor, Training Coordinator and coaches. Agency training occurs year round based on agency standards for certification of Telecommunicators as well as agency and HR needs.
Telecommunicators are required to have a minimum of 12 hours of continuing education that would benefit the work they do to include 1 hour of ethics, plus 4 hours specific to Emergency Medical Dispatching annually and must maintain CPR/AED/First Aid Certification continuously.
The training department also conducts agency staff training to include harassment/discrimination/diversity/inclusion, agency policies, safety and equipment or information shared by all departments.