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• Pay raises and other efforts have done little to ease the 911 dispatcher shortage in Brown County: The county is short more than one in three of its needed dispatchers. 

• Boosting pay isn’t enough to attract and retain dispatchers, experts say – departments must boost morale, get creative with hiring and training and address the mental health toll the job takes. 

• Waukesha County officials made changes that show promise: The county’s 911 center went from over half-vacant to almost fully staffed in two years. 

• Furthermore, advocates support federal legislation that would reclassify all 911 dispatchers as first responders, which would allow dispatchers to access benefits like additional mental health resources.

For years, Brown County has struggled to hire people to answer 911 calls and coordinate responses to emergencies. Its emergency dispatch center was among many that grappled with worsened staffing shortages after the COVID-19 pandemic. 

But as the crisis eases nationwide, major shortages still beset Brown County’s 911 center. Despite past pay raises and other efforts, the county is missing more than one in three of its needed dispatchers. Industry experts say boosting pay isn’t enough to attract dispatchers nowadays. Departments must also boost morale, get creative with hiring and training and address the mental health toll the job takes. 

Waukesha County’s 911 center offers an example of how such measures can help alleviate shortages. It placed a laser focus on employee mental well-being and went from over half-vacant to almost fully staffed in two years.

The Brown County vacancies haven’t impacted how quickly dispatchers pick up the phone when residents dial 911 — employees still answer faster than the national standard recommends. But some county leaders are worried that mistakes will be made if the issue continues.

Only one of the five elected supervisors who helm a committee overseeing the county’s public safety operations answered calls and emails for this story. Supervisor Michael LaBouve, who represents most of the east side of De Pere, told Wisconsin Watch the county is following a plan to address the shortage and solving it is “going to take time.”

“I think we’re all seeing progress, so that’s all I have to communicate about that,” LaBouve said. “I feel good about what’s happening.”

But at 19 employees short, the center tallies more vacancies today than it did several years ago when the county first prioritized the crisis, and some are losing their patience. 

During a public meeting in late May, supervisors aired their frustration at the lack of progress. Dispatchers worked a combined 8,600 hours of overtime so far this year, the department said, and they’ve routinely taken to local government meetings to voice their experiences with stress and burnout. 

“Looking at us to go 60, 70, potentially 80 hours and being called in on the days off and 24/7 is just — it’s mind-boggling,” dispatcher Kirk Parker said during a May meeting. 

Money not the answer?

Staffing shortages have plagued the public safety communications industry for years, but the issue peaked during the COVID-19 pandemic. Between 2019 and 2023, about one in four dispatch jobs across the country were vacant, research by the International Academies of Emergency Dispatch suggested. 

There are still “alarming strains” on the industry, but there are recent signs of progress, said April Heinze, chief of 911 operations for the National Emergency Number Association, a national nonprofit of dispatch industry professionals. Research by NENA shows 74% of centers reported having vacant positions in 2025, improved from 82% in 2024. 

However, those improvements aren’t reflected locally. Brown County was short 19 staffers in early August, according to officials, leaving about 35% of the center vacant. 

“Like playing a game of Whack-a-Mole: as quickly as one issue can be addressed, another issue pops up,” Chancy Huntzinger, Brown County’s director of public safety communications, said in a statement to Wisconsin Watch. 

In 2023, in one of its first major efforts to attract and retain staff, Brown County’s Board of Supervisors voted to allocate over $400,000 for raises, retention bonuses and a starting pay boost. Pay now starts at $24.60 per hour, according to the department. 

But the raises haven’t attracted more staff the way county leaders hoped. The center is currently short more employees than when the pay bumps were approved.

“Obviously, pay is not always the most important thing,” Heinze said. Data from the study NENA completed in May showed the largest affliction for dispatchers across the country is burnout. 

Plus, the pay boost didn’t do much to make Brown County stand out to job seekers. The department’s minimum pay is middle-of-the-pack compared to other northeast Wisconsin counties.

Waukesha’s methods show promise

Roughly two hours south, Waukesha County’s 911 agency has made outsized progress in solving its dispatcher shortage. 

When COVID-19 prompted the “Great Resignation,” dozens of dispatchers left Waukesha County Communications Center for higher-paying, lower-stress jobs in public safety technology startups, utility company call centers and other nearby 911 centers.

By October 2023, the center was over half empty. Down over 20 dispatchers, senior staff were forced to pick up call-taking shifts. Staff worked during their time off. Employees regularly picked up back-to-back 12-hour shifts.

“People were starting to feel burnt out, and really it became a snowball effect,” said Gail Goodchild, the county’s emergency preparedness director. “We saw bad attitudes. People didn’t want to come into work. The culture was waning.”

Department leaders realized they needed “all hands on deck” to turn things around, Goodchild said — which they did. According to NENA, they had only two vacancies in July. 

The department did raise pay, bringing the starting hourly wage to $29.44 from roughly $27. This helped, but “wasn’t the leading thing that really turned us around,” Goodchild said. Department leaders also parted with staff they felt “didn’t contribute to a positive culture.” They revamped their hiring and training processes and eased the job requirements. And they introduced an intense focus on dispatchers’ mental health.

Waukesha’s hiring process once heavily relied on CritiCall, a software commonly used in 911 centers that tests potential dispatchers’ skills at multitasking, decision-making, map reading and more. It was determined the test was “weeding people out that would have probably been a really good fit,” said Chris Becker, Waukesha’s communications operations manager. 

“We looked at our numbers in that and determined that there was no correlation between our successful trainees and their CritiCall scores being high,” Becker said. “So we tossed that out.” 

Now, the hiring committee strictly focuses on if a candidate will fit the department’s culture. To ensure people learn the hard skills the exam measures, the department has refined and revamped its training. (Brown County candidates must pass the CritiCall exam to be hired, and the county has not considered changing that, Huntzinger said.)

Waukesha also removed its two-year work experience requirement from the job description to yield more candidates, a move it may soon reverse because it’s seen that having “some of that life experience” is good, Becker said. 

Finally, the county ramped up mental health support to dispatchers. In addition to regular benefits offered in the county’s employee assistance program, it contracted a local mental health provider specializing in first responders. Dispatchers now regularly attend mandatory, confidential 90-minute meetings with the providers, who help employees work through vicarious trauma, a type of trauma common among first responders that compounds when hearing, reading or witnessing distressing events. The grant-funded initiative costs roughly $16,000 for 18 months, Becker said. 

“In case our staff ever gets to a point where they need them, they feel more comfortable to reach out for that help, rather than living with it and burying it and then getting to that point of burnout again,” Becker said.

Brown County has not explored increased mental health support as a method of retention. Staff are encouraged to visit the Public Safety Communications director’s office if they have concerns, and they can receive counseling benefits through the county’s employee assistance program, Huntzinger said. 

“We’re listening to people’s worst days, right? We hang up the phone when the first responders get there, and then it’s left to our imagination to fill in the blanks,” Becker said. “But some of those traumatic calls just don’t go away, and they’ll pop up at random times, or a call three years later will remind you of a call that you took, and you’re right back to that place again. … It’s super important for our staff to have that outlet.”

Looking ahead

After bumping pay, Brown County’s Board of Supervisors requested an independent review of the dispatch center in 2024. The report, delivered in January 2025, made 65 recommendations on how the center could improve operations and its staffing. 

The department has made mixed progress on implementing the recommendations, which vary in complexity, and gives monthly progress updates to the board’s Public Safety Committee.

Per the advice of the consultants, the department introduced employee referral bonuses and now has candidates visit the call center before they interview, rather than after.

The department will also hire “traveling dispatchers” — temporary contractors who will work at the center for six months to cover some shifts, Huntzinger said. She did not answer a question from Wisconsin Watch about how much this will cost the county. 

Next year, the center will introduce a new shift schedule to help it operate more effectively with less staff, Huntzinger said. Though consultants recommended the county’s “unnecessarily complex” schedule be changed immediately, it was delayed following employee pushback. 

The report also suggested the county “substantially expand” partnerships with local education institutions to create a pipeline of candidates. Northeast Wisconsin Technical College, which offers workforce training in emergency dispatch, said it has not been formally assigned  recruitment efforts but it aims to support the region’s workforce needs. 

In the last four years, 84 students have completed programs that certify them in emergency dispatch. Twenty-seven of those included a tour of the Brown County Dispatch Center.

“One of the biggest barriers is awareness,” Jeff Steeber, the college’s associate dean of public safety, said of the struggle to get students into the field. “Many students enter our programs without knowing that emergency dispatch is a viable and rewarding career option.”

Industry leaders have spent years advocating for legislation they believe would change this. 

The federal 911 Saves Act, championed by both NENA and Waukesha leaders, would reclassify all 911 dispatchers as first responders for the U.S. Bureau of Labor Statistics, which currently lists them as clerical or secretarial employees, alongside office clerks and taxi dispatchers.

This would allow dispatchers to access a slate of benefits, such as increased mental health resources, and it would reinforce the cruciality of the job, Heinze said.

“You hear little kids say, ‘I want to be a firefighter. I want to be a police officer,’” Goodchild said. “They don’t look at a 911 telecommunicator dispatcher as a career path. That hurts the industry, too.”

Eighteen states have passed their own laws reclassifying telecommunicators, but Wisconsin is not one of them.

“We’re hopeful this year that it is going to (pass), and it would help us, I think, very, very, very much,” Heinze said. 

Miranda Dunlap reports on pathways to success in northeast Wisconsin, working in partnership with Open Campus.

Brown County’s 911 dispatcher shortage is relentless. What will it take to fix it? is a post from Wisconsin Watch, a non-profit investigative news site covering Wisconsin since 2009. Please consider making a contribution to support our journalism.

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• Wisconsin Watch reporters joined more than 60 volunteers in Brown County’s summer point-in-time count last month — a one-night snapshot of the number of people experiencing homelessness in communities across the United States, including Wisconsin.

• Some volunteers had experienced homelessness themselves. 

• The volunteers officially counted 179 people experiencing homelessness. That’s seen as an undercount because volunteers do not count people who are sleeping or unable to respond to surveys. And some people don’t want to be found.

At  4:31 a.m. the first slivers of light peeked through dark clouds over Green Bay’s waters. 

Along the edge of Point Comfort in the town of Scott, a pair of volunteers surveyed the landscape for people experiencing homelessness as the summer “point-in-time” (PIT) count wound down in Brown County. 

One was Cody Oberhuber, a county economic support specialist. He has missed just one count since January 2022, initially working as part of his former job at the anti-poverty agency Newcap, Inc. His passion for talking to the people behind the numbers prompted him to return this year as a volunteer after switching jobs. 

“It gives you a fresh perspective of being boots on the ground talking to these individuals, you’re kind of looking at the humanity side of things,” Oberhuber said. “That’s what drives me, that’s my mission.”

Oberhuber joined 66 other volunteers between 11:30 p.m. to nearly 6 a.m. beginning on July 23, hitting spots where the group previously encountered people experiencing homelessness. 

The PIT count serves as a one-night snapshot of the number of people experiencing homelessness in communities across the United States, including Wisconsin. Wisconsin Watch in January followed the annual winter count in Jefferson County — examining why the data recorded in the process underestimate the true levels of homelessness in communities, especially rural ones. The  U.S. Department of Housing and Urban Development mandates such winter counts. 

Wisconsin Balance of State Continuum of Care, which covers all 69 counties in Wisconsin besides Milwaukee, Dane and Racine, requires each county to also count during the summer, when the tally is typically far higher than winter, when freezing weather pushes more people to shelters.

The majority of Brown County volunteers most years work with direct housing providers or other housing-related programs, according to Meaghan Gleason, Newcap’s funder expert and the Brown County PIT count lead. 

But this year, almost half of volunteers had no association with housing providers, a record number of unaffiliated folks. Thirteen volunteers shared that they previously experienced homelessness in their life. That’s a point of pride for Gleason.

To address the problem of homelessness, she said, “we need to include the people who know what that experience is.”

The Brown County volunteers broke into groups to cover more ground. In the county’s northwest corner, a group searched for people sleeping in cars in the rural village of Pulaski. In the county’s urban center, volunteers counted people camping in Green Bay’s downtown parks. 

PIT counts often happen at night, when people settle into the places they sleep, Oberhuber said. This approach, he explained, prevents volunteers from simply assuming where someone stays. 

Volunteers usually see the most unsheltered people on downtown Green Bay’s east side, and that was the case this year. Several people sheltered in open spaces and under hooded structures, often surrounded by their belongings: bikes, coolers, wheelchairs, bags and blankets. Some slept on church steps or on park benches. Bugs swarmed in the humidity following recent rain.

A volunteer asked a man where he had gone earlier to stay dry. 

“Nowhere,” he replied. “I’m wet. I’m still wet.”

Others asked volunteers for food or dry tarps. Volunteers handed out gift cards and asked people to take a brief survey to shed light on what resources might help.

The surveys included questions such as: Have you served in the active duty or other armed forces of the U.S.? Are you fleeing or attempting to flee domestic violence, dating violence or stalking? Have you ever been in the foster care system? Is this the first time you’ve been homeless?

Some people answered questions they were comfortable with. Others thanked the volunteers and declined to participate.

“I’m going through enough as it is,” one person told the volunteers.

When people are found sleeping, decline to participate in the survey or are in locations volunteers can’t safely access, their presence is documented through observation forms. Although the official count tally excludes those observations, they paint a broader picture of the unhoused landscape. Outreach workers sometimes later follow up to verify their status and connect them with services. 

Brown County’s official tally this year: 179 people experiencing homelessness. That included 100 single individuals and 25 households with children. The official unsheltered count has increased each year since at least 2022, when 89 people were counted in July.

Northwest of Brown County, Newcap’s Northeast Coalition counts unsheltered people in mostly rural Florence, Marinette, Menominee, Oconto and Shawano counties. The summer count recorded 36 people. 

“That may not sound like much,” Gleason later wrote in an email. “But it is the highest count I have seen out of the last eight counts.”

In Brown County, volunteers tallied zero people in the rural areas Wisconsin Watch observed. But Oberhuber knows people are experiencing homelessness in communities like Pulaski, based on previous counts and conversations with police. Those people might not want to be found, Oberhuber said. They might intentionally set up camp outside of town or in the woods, where PIT count volunteers won’t look.

“That’s the difficulty with the rural count,” Oberhuber said. “There’s people out there, we just struggle to find them.”

Gleason said a “happy accident” prompted her to work in housing services after having volunteered at a shelter in college. She wouldn’t give up her position as the PIT count lead for Brown County even if someone told her to. 

She knows it’s impossible to count every person. But that’s what drives her to improve each count. Yes, homelessness is increasing, she said. 

“But if we can also increase our efficiency and our ability to capture that data and connect with those people, then that’s the best we can do in that moment.”

Homelessness is increasing in Brown County. These volunteers traded a night’s sleep to document the challenge is a post from Wisconsin Watch, a non-profit investigative news site covering Wisconsin since 2009. Please consider making a contribution to support our journalism.

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• Rent Smart, a free, six-module course developed by the University of Wisconsin-Madison Division of Extension, educates people about the essentials of renting. It aims to serve people from high school students and incarcerated individuals to people in homeless shelters.
  
• Completion of the course earns renters a certificate that could make their applications more desirable to landlords.
  
• The interactive classes are accessible online, and they include “Train the Trainer” opportunities for professionals who want to educate renters in their own communities. Educators in Brown County are offering additional in-person training.

In an increasingly tough housing market, a University of Wisconsin program seeks to give renters a leg up in their search for safe, affordable housing by educating them about the process and improving their standing with landlords. 

Rent Smart, a free, six-module course developed by the University of Wisconsin-Madison Division of Extension, covers the essentials of renting — everything from what’s affordable, what to look for during an apartment inspection and what to ask a landlord while applying. 

“How do we create a really good business relationship between tenants and landlords? I think Rent Smart can help with that,” said Todd Wenzel, a UW-Madison Extension human development and relationships educator in Winnebago County and one of two state co-chairs of the program.

The program aims to serve a variety of people, from high school students and incarcerated individuals to people in homeless shelters. The interactive classes are accessible online, and they include “Train the Trainer” opportunities for professionals who want to educate renters in their own communities.

Successful participants receive a certificate outlining the modules they’ve completed. It can help renters stand out in cases when landlords receive dozens of applications for a single unit, Wenzel said.

Out of 462 people who completed the program and took a survey, 98% said they believed it “will or might help them obtain appropriate housing.” Meanwhile, 84% of those who moved after completing the course said their new housing was safe, more affordable and/or better quality.

For many participants — particularly those facing access issues, Rent Smart is their introduction to how the rental system works.

“Rent Smart (is) helping create potentially a better applicant pool of individuals,” Wenzel said. “Doesn’t matter if you’re 18 or you’re 80, or you’ve had an eviction, or you’ve been incarcerated — you have that knowledge that not only is going to help you as a tenant, but it is actually going to help the landlord.”

Patrick Leifker, executive director of the Brown County Housing Authority, said the hope is that landlords who see an applicant’s Rent Smart completion certificate will recognize the effort they’ve put in, whether that means overlooking past evictions or other challenges that might otherwise disadvantage the renter.

Rent Smart offers classes on Zoom 10 months out of the year. The remaining two months are dedicated to teaching people to administer the program locally, expanding the program’s reach. 

That’s what’s happening in Brown County, where Rent Smart trainers are working on making the curriculum more accessible. Previously, most Brown County trainers offered training only within their own organizations, Leifker said. Now, trainers are offering the classes to the broader public.

Rent Smart: just part of the housing solution 

Leifker believes programs like Rent Smart can promote housing stability for Brown County residents who most need it. 

Brown County, like many Wisconsin communities, is seeing housing prices and homelessness rise. 

Wisconsin’s Fair Market Rent for a two-bedroom apartment reached $1,204 this year, an increase of nearly 7% from 2024, according to a National Low Income Housing Coalition report released in July. Fair Market Rents estimate a typical amount a household moving today would pay for a “modest, decent-quality rental home,” according to the report.

Brown County residents must earn $22.06 per hour to afford Fair Market Rent, the report found. It’s the ninth highest wage among counties in Wisconsin, up from 12th highest in 2024.

Meanwhile, Brown County’s annual summer point-in-time count of people experiencing homelessness on a single night on July 23 identified 123 unsheltered people on the streets, a preliminary figure that does not include people in homeless shelters. That was up from 31 people counted in July 2019, according to the nonprofit Wisconsin Balance of State Continuum of Care. The figures are widely viewed as an undercount of the true homeless population.

Worsening housing challenges have prompted several Brown County organizations to step in, with some turning to renter education and landlord engagement.

Efforts to educate landlords, too 

The outreach includes making sure landlords understand what to expect when renting to housing assistance recipients.

Much of this work traces back to the formation of a landlord engagement work group as part of a broader plan to tackle homelessness in the region. The workgroup is now part of the Brown County Homeless and Housing Coalition. It allows landlords to share real-time feedback on what’s working and what isn’t. 

“For a long time … we knew that we needed each other,” Leifker said. “They needed us to help their tenants ensure that the rent was being paid on time. We knew we needed them for places for our renters to live, but it was really kind of almost on two parallel lines and we never intersected.”

Bill Paape, city of Green Bay inspection supervisor, brings his guidance to the work group, helping answer questions about inspection processes and procedures. 

The city, in partnership with the police department, hosts regular landlord training sessions that bring together speakers from various departments to support both new and experienced landlords. These sessions aim to address issues created by what he described as evolving housing needs and economic shifts.

“Housing is very tough to come by in certain areas, depending on the housing types and the affordability part of it,” Paape said. “So it’s trying to brainstorm what we can do together to make it easier on everybody.”

Still, more is needed to help renters and landlords stay afloat, starting with addressing the root causes of the housing crisis, said Rick Van Der Leest, president of the Apartment Association of Northeast Wisconsin and Fox Valley Apartment Association. Programs are needed that help tenants pay their rent, rather than just delay eviction. 

“Owners cannot be successful without our residents also being successful,” Van Der Leest said.

How to access Rent Smart

Brown County is offering in-person Rent Smart sessions on Thursdays throughout August, with details about September sessions to be later made available. Those interested in registering can find more information on the Brown County UW Extension website or call 920-391-4610. 

People across Wisconsin can find more information about online Rent Smart courses by visiting the UW Extension website.

Rent Smart training helps tenants navigate Wisconsin’s housing crunch is a post from Wisconsin Watch, a non-profit investigative news site covering Wisconsin since 2009. Please consider making a contribution to support our journalism.