Motivated 9-1-1 Communication Center Supervisor with 20+ years of experience in Public Safety and Emergency Dispatch. In search of a management role where leadership and active listening skills an be best utilized. Eager to build upon the knowledge base already in place regarding 9-1-1 communications, radio and CAD technology, and providing professional and dedicated service to internal and external customers alike.
Skills
Active Listening
Ability to problem solve
Attention to detail
Exceptional organization skills
Excellent interpersonal communication
Excellent written and oral communication
Type 55+ WPM
Knowledge in Microsoft Suite
Critical thinking
Project management
Trainer
Public speaker
Education
Iver C. Ranum High SchoolWestminster, CO, Expected in 05/1994 – –High School Diploma: - GPA:
Metropolitan State College of DenverDenver, CO, Expected in 05/2025 – –Bachelors of Science:Business Management - GPA:
Compass Group Usa Inc - Communication Center Supervisor Los Altos, CA, 03/2013 - Current
Oversee 22 Communication Center Specialists in day to day operations; establishing and maintaining high level of customer service and professionalism. Coach and evaluate staff on operation policy/procedures; create and provide annual/semi-annual employee performance reviews.
Oversee and manage CodeRED Emergency Alerting system to include successful completion of application process for permissions and implementation of FEMA IPAWS alerting system.
Oversee recruitment/hiring/training of probationary employees. Inclusive of attending recruiting events, developing recruitment brochures/handouts and aiding in selections by assisting with background investigations as well as mentoring and overseeing CTO program.
Oversee training for all employees to include compliance with established protocols/policies through continuing education training and quizzes.
Assisted with research, planning, developing and writing job description for new levels/steps for promotion within 911 Communication Center as well as Radio Technician position.
Generate monthly Business Intelligence Analytics in order to track statistics related to calls for service to include developing tracking procedures for calls for service related to City 4th of July event.
Assist with development of policies and procedures for Communication Center Operations.
Oversaw remodel of 911 Communication Center, including researching, planning, budgeting and installation of new furniture.
Aided in implementation of Front Range Community College Dispatch Certification program; actively oversee Communication Center interns that are result of this program.
Manage and oversee Continuity of Operations Plan (COOP) for 911 Communications Center.
Active participant in Adams County Education Consortium Experience 9 to 5 program helping to build interest in the 9-1-1 Field but also educating students on all opportunities available outside of high school.
Serve as liaison between Communication Center and Patrol Division developing and ensuring policies/procedures are in line.
Maintain proper staffing in the communication center by evaluating schedules and creating/recommending changes.
Maintaining skills in call take and radio dispatching by working a minimum of 10 hours a week in the communication specialist role.
Utilized as acting manager and attend/participate in meetings related to the manager position to include: CAD to CAD Governance Board, Command Staff Departmental Meetings and FRCC radio meetings.
Researched, planned, implemented and created policy/procedure for the Communication Centers active role in NCMEC Missing Kids Program. Maintain all training related to the program and ensure compliance with the ANSI standards.
Thornton 9-1-1 Emergency Communication Center - Communication Center Specialist City, STATE, 11/2008 - 03/2013
Process and utilize the radio system to ensure proper deployment of police, fire and EMS emergency units.
Evaluate all incoming criminal, medical, and fire-related calls to ensure proper police, fire and medical response by retrieving, interpreting and relaying information to and from computer aided dispatch system.
Performs crisis intervention with distraught callers during high risk situations until emergency field units arrive on scene.
Operates Open Fox computer system and queries, enters, cancels and modifies information through state and national crime computer system as required.
Maintains contact, status, and location of police and fire field units. Initiates further emergency action as required.
Maintain confidentiality of information consistent with applicable federal, state and city rules and regulations.
Monitors surveillance cameras throughout the department, including booking area, court security, and holding cells, and requests assistance when necessary; operates door access control panels for secured areas of police building.
Provides training to departmental/non-departmental individuals as requested.
Assist in training new personnel on job responsibilities of Communications Specialist I and II. Lead ongoing training classes for existing personnel.
Utilized as acting in supervisor; responsible for maintaining comm center staffing, monitoring systems for malfunctions and ensuring policy/procedure are being followed.
Researched, planned and presented information related to implementation of NCMEC Missing Kids Program to Communication Center Manager for approval.
Colorado State Patrol - Communications Technician City, STATE, 11/1998 - 11/2008
Question callers to determine location and nature of their problem to determine the type of response needed.
Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.
Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification. Record details of calls, dispatches, and messages.
Maintain files of information relating to emergency calls such as personnel rosters, and emergency call-out and pager files.
Read and effectively interpret small-scale maps and information from computer screen to determine locations and provide directions.
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