Dorcas Duke
Manor,TX
Summary
Dedicated Emergency Communications Supervisor bringing a combination of over 22 years of experience in prioritizing emergency calls to dispatch appropriate services as well as monitoring the daily performance and task of telecommunications operators. Calm, compassionate, dependable, and kind professional with in depth skills in problem solving, motivating personnel to meet demanding requirements and adapting to new situations. Prepared to accept additional responsibilities to meet the goal of the team. Experienced with overseeing communication strategies and managing team performance in dynamic environments. Utilizes strong leadership and problem-solving skills to enhance communication efficiency and team cohesion. Track record of successfully implementing effective communication protocols that align with organizational goals. Experienced communications professional with exceptional leadership, planning and problem-solving abilities. Competent in triaging calls, providing information and monitoring work of others for compliance with standards. Focused on continuous improvement of policies, procedures and disaster response.
Overview
38
38
years of professional experience
1
1
Certificate
Work History
Emergency Communications Supervisor
City of Austin
05.2024 - Current
- Triaged incoming calls to coordinate effective responses.
- Established strong working relationships with external partners such as PR agencies and media outlets for increased exposure opportunities.
- Mentored junior team members in best practices for effective communication, fostering professional development within the department.
- Managed a diverse team of communicators, ensuring timely completion of projects and adherence to company policies.
- Checked equipment for malfunctions and coordinated repair or replacement.
- Managed crisis communications during critical incidents ensuring accurate information dissemination while maintaining reputational integrity.
- Managed smooth transition of work between shifts to minimize communications disruptions.
Police Dispatch Lead
City Of Austin
05.2022 - Current
- Monitor performance and job tasks by telecommunication operators.
- Complete and prepare shift activity reports to track operational activities and personnel.
- Coordinate flow of work from one shift to another.
- Assist in monitoring operations of equipment, notifying appropriate personnel of malfunctioning equipment or other problems.
- Assist in provision of resolutions on difficult and complex calls.
- Operate communications equipment in monitoring and determining nature of request for service.
- Responded to critical phone and email requests to provide information
- Increased citizen satisfaction during conflict resolution
- Fill in wherever needed to keep team on-track
Police Dispatcher
City Of Austin
09.2001 - 05.2022
- Receive coded information requesting Police investigation from 911 to responsible filed units.
- Operate Police Emergency Radio System in accordance with FCC rules and regulations.
- Maintain constant awareness of status of officers and update information as it changes.
- Receive radio calls from field units, transmits via radio or telephone using Computer Aided Dispatch/Mobile Data Terminal computer system.
- Update information on ongoing basis to ensure all documentation is accurate and concise.
- Increased customer satisfaction by resolving issues
- Proven ability to learn quickly and adapt to new situations
- Self-motivated, with strong sense of personal responsibility
Data Entry Clerk
Broadwing Communications
07.1998 - 08.2001
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Sorted documents and maintained organized filing process.
- Added/Removed codes from phone lines.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Trained new employees.
Loan Data Entry Clerk
First Interstate Bank
08.1987 - 05.1995
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Compiled data and reviewed information for accuracy prior to input.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Trained new employees.
Education
Bachelor of Science - Applied Psychology
Colorado Christian University
Denver, CO08.2024
Skills
- Flexible and Adaptable
- Excellent Communication
- Attention to Detail
- Decision Making
- Teamwork and Collaboration
- Multitasking and Prioritization
- Computer-aided dispatching
- Information intake
- Critical Thinking
- Handling conflict and uncertainty
- Collecting, analyzing, interpreting applicable data
- Oral and written communication skills
- Job Assignments
Certification
- TCOLE Certified
- NCIC/TCIC Certified
- APA Member
- Complimentary Therapist Accreditation Association
Timeline
Emergency Communications Supervisor
City of Austin
05.2024 - Current
Police Dispatch Lead
City Of Austin
05.2022 - Current
Police Dispatcher
City Of Austin
09.2001 - 05.2022
Data Entry Clerk
Broadwing Communications
07.1998 - 08.2001
Loan Data Entry Clerk
First Interstate Bank
08.1987 - 05.1995
Bachelor of Science - Applied Psychology
Colorado Christian University
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