A shortage of 911 dispatchers in Columbia County has Sheriff Roger Brandner worried about the future of emergency response times. Since consolidating with Wisconsin Dells dispatch, the county has struggled to maintain enough staff to handle the increased call volume. Now, officials are seeking solutions to attract and retain more dispatchers before the shortage impacts emergency response efficiency.
Dispatchers Overworked and Burning Out
Sheriff Brandner praised his team, calling them dedicated and skilled, but he acknowledged they are overworked and burning out due to long hours and mandatory overtime. “They’re incredibly dedicated, they’re good at what they do,” Brandner said. “But they’re getting burnt out. They’re working a lot of overtime. They’re here all the time.” Currently, Columbia County has 16 dispatchers, but to fully staff the center—especially with the added workload from Wisconsin Dells—20 dispatchers are needed. The county has seen a 20% decline in dispatch staff since taking over Wisconsin Dells calls last year. The high-stress nature of the job is also contributing to low retention rates. Dispatchers must work weekends and holidays, and deal with traumatic situations daily, making it difficult to recruit and keep employees in the field.
Sheriff Fears Slower 911 Response Times
Brandner fears that if the county continues to lose dispatchers or struggles to hire new ones, 911 response times could become dangerously slow. “I’m fearful for the future,” Brandner admitted. “If we lose any more, or struggle in getting the dispatchers on board, it could [affect emergency response].” Unfortunately, Columbia County is not alone. Dispatcher shortages have become a growing problem across the Midwest.
How Other Counties Are Solving the Crisis
Dane County previously struggled with a 20% vacancy rate in its dispatch center between 2023 and 2024. However, officials there turned things around with an aggressive community recruiting effort and better training programs. Deputy Director Johnny Leonard of Dane County Public Safety Communications said that at the peak of the shortage, response times dipped below ideal levels. However, thanks to their recruitment campaign, the department is now fully staffed and meeting response time goals. “We were seeing our response times, or rather our answer times, drop slightly below what we would like last summer,” Leonard said. “We are now back above the threshold we would like to see.”
Bonuses Introduced to Attract More Dispatchers
To prevent further losses and attract recruits, Columbia County is introducing financial incentives for dispatchers. Starting in April, dispatchers will receive bonuses at the one-, three-, and five-year marks in their career. “They’re coming into the job knowing that there’s a little extra out there for them,” Brandner said. Meanwhile, Jefferson County Dispatch is also experiencing staffing shortages and is actively hiring to fill open positions. With emergency response at stake, Columbia County is racing against time to staff up and prevent longer 911 wait times.
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