public safety communications manager resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Results-oriented Public Safety communications professional with extensive experience.  Dedicated to providing excellent customer service and making operational and procedural improvements.  Reputation for strong leadership and high quality service, with proven relationship-building skills.
Public Safety Communications Manager, 04/2014 to Current
City Of Palo Alto, CaPalo Alto, CA,
  • Manages, administers, and coordinates the activities of 911 Centre Communications serving the Fire and Police Departments of East Moline and Moline, Illinois.
  • Successfully leads a team of 19 Public Safety Dispatchers focused on providing the best service possible to the citizens and public safety responders served by Centre.  
  • Consistently emphasizes high expectations of professionalism and teamwork in the workplace.
  • Promotes philosophies which enhance public safety, create efficiencies, reduce liability, and strengthen interpersonal relationships. 
  • Leads change necessary to help Centre become a progressive and positive dispatch center.
  • Provides the best work environment possible via use of updated hardware, software, and training. 
  • Updates and develops operating policies, procedures, and practices to ensure optimum performance and to meet department objectives, including a major overhaul of 911 call handling procedure.
  • Improves the practice of Quality Assurance (QA) Case Review for Emergency Medical Dispatch (EMD) protocols.
  • Conducts performance evaluations, coaches/counsels personnel, and recommends employee actions including hiring, transfer, suspension, or termination.
  • Prepares legal and highly confidential information including arguments and evidence related to grievance resolution and collective bargaining.  
  • Administers annual budget including prudent review of operational costs and forecast of budget estimates for anticipated needs.  Successfully balanced budget, coming at or below budget limitations for the last two years.  
Communications Shift Supervisor, 06/2010 to 04/2014
City Of LubbockLubbock, TX,
County Consolidated 911 Communication Center, serving a total of twelve police departments, sixteen fire departments, and five ambulance services within the county.
  • Supervised public safety dispatchers, call takers, and warrant entry clerks to establish and maintain high levels of service to the general public and agencies served as well as to meet department standards.
  • Performed staffing and scheduling functions; approved requests for time off and completed daily attendance sheets for correct payroll processing.
  • Evaluated overall employee performance; prepared and provided annual employee reviews, developed annual goals, coached and counseled employees.
  • Participated in recruitment and selection process for new employees and other personnel issues including termination of employee not meeting training standards.
  • Assisted with training of current and new employees including monthly shift briefings for normal processes as well as newly-implemented procedures to ensure understanding and compliance.
  • Attended monthly meetings to develop and implement consolidated procedures for several committees including the Fire Standard Operating Procedure (SOP) committee, Emergency Operations Procedure (EOP) committee, and training committee. 
Communications/Computer Specialist, 09/1993 to 06/2010
Bettendorf Police DepartmentCity, STATE,
  • Answered 911 and administrative phone calls and obtained required information for a safe, efficient emergency response. Provided pre-arrival instructions to callers with established protocols. Entered all information regarding incident into CAD system. Dispatched law enforcement, fire, and EMS personnel.
  • Operated the IOWA/NCIC computer system. Entered wanted/missing persons, vehicles, articles, and guns into IOWA/NCIC and local record systems.
Certifications and Licenses
  • Emergency Number Professional (ENP), Earned 2014
  • Center Manager Certification Program (CMCP), Completed 2014
  • Power Phone Call Assessment Certification, Completed 2016
  • Current licensure; Illinois Law Enforcement Agencies Data Systems (LEADS), Illinois Department of Public Health (IDPH), and Power Phone Emergency Medical Dispatch (EMD)
: Business Management, Expected in to Western Illinois University - Moline, IL
Currently Attending
Associate of Arts: , Expected in 2009 to Scott Community College - Bettendorf, Iowa
GPA 3.931
Military Experience
Civil Engineering Squadron
Air Force Vandenberg AFB , CA
Active Duty, 1982-1985
Medical Detachment
Army National Guard Davenport , IA
Patient Administration Specialist, 1987-1990

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Resume Overview

School Attended

  • Western Illinois University
  • Scott Community College

Job Titles Held:

  • Public Safety Communications Manager
  • Communications Shift Supervisor
  • Communications/Computer Specialist


  • Associate of Arts

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