Amy Cde Baca
Las Vegas,NM
Summary
911 Dispatch Supervisor with extensive dispatch experience and proven leadership abilities. Maintains composure in high-pressure situations, effectively gathering vital information for first responders. Demonstrates strong organizational skills and a commitment to enhancing community safety through efficient resource allocation and team management.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Public Safety Dispatch Supervisor
New Mexico Department of Public Safety
Las Vegas , NM
12.2020 - Current
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Researched vehicle, wanted and missing persons information.
- Used radio, telephone and computer system to update first responders with new information.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Forecasted manpower requirements based on daily workload and company targets.
- Approved and adjusted time sheets for vacation time, sick leave, straight time and mileage.
- Monitored phone queue, supported emails and retrieved inbound support faxes.
- Responded promptly to incidents and emergency situations.
- Utilized understanding of crisis intervention and stress management to support others in emergency situations.
- Managed nine dispatchers while delegating job assignments, tracking project status, processing payroll, scheduling itineraries and resolving issues to maximize productivity.
- Created trouble tickets to dispatch to required technicians.
- Advised personnel about accidents, weather conditions or other hazards.
- Extensive knowledge with SHARE, managing schedules, approving time, correcting time sheet exceptions.
- Knowledge with conducting one on one monthly meetings with employees as well as ensuring that opening evaluations, interim evaluations and final evaluations are thoroughly documented and submitted in a timely manner.
- Experience with Office products such as Outlook, Excel and recently Microsoft Teams.
- Knowledge and utilization of NM courts website.
- Have read through and have a basic understanding of OPR17, Evidence/Property Handling.
911 Dispatcher
New Mexico Department of Public Safety
Las Vegas, NM
06.2015 - Current
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Dispatched police officers and emergency personnel to calls for service.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Used radio, telephone and computer system to update first responders with new information.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Researched vehicle, wanted and missing persons information.
Assistant Manager
Sun Loan Company
Las Vegas , NM
04.2013 - 11.2013
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
- Met with applicants to obtain information to streamline loan application process, fielding questions regarding steps.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Counselor
Rancho Valmora
Valmora, NM
03.2006 - 08.2011
- Provided supervision and in-house activities to support program participants.
- Documented meetings, interventions and contacts with program participants to optimize care.
- Worked with interdisciplinary team to develop individualized treatment interventions.
- Assigned group or family sessions to assist with modifying problem behaviors.
- Helped program participants find solutions by teaching appropriate intervention techniques.
- Documented patient progress through counseling and interaction.
- Facilitated therapeutic groups that addressed treatment issues and reinforced patient's treatment plan.
- Assisted program participants with identifying feelings and behaviors by asking open-ended questions.
- Responded to crisis situations when severe mental health and behavioral issues arose.
- Completed detailed documentation of sessions, patient notes and recommendations.
- Kept pace with changes in research on diagnostic and treatment protocols to give best possible support to program participants.
Education
Bachelor of Arts - Criminal Justice
New Mexico Highlands University
Las Vegas, NM12.2013
Bachelor of Arts - Psychology
New Mexico Highlands University
Las Vegas, NM12.2013
Associate of Arts - Criminal Justice
Luna Community College
Las Vegas, NM05.2011
Skills
- Communication Systems Testing
- Emergency Medical Instruction
- Rapid Needs Assessment
- Law Enforcement Collaboration
- Emergency Police Dispatcher Certification
- Team Leadership
- Map Reading
- Documentation and Reporting
- Verbatim Transcription
- Emergency Medical Technician
- Dispatch Coordination
- Call Records Maintenance
- Unit Dispatch
- Data Systems Operation
- Coaching and Mentoring
- Radio Frequencies Monitoring
- Status Chart Monitoring
- Data Entry
- Basic Life Support BLS
- Good Judgment
- Active Listening
- Teletype Networks
- Prioritizing Situations
- Critical Thinking
- Decision Making
- Verbal and Written Communication
- Computer Skills
- Providing Clear Directions
- Cross-Departmental Teamwork
- Dependable and Responsible
- CPR and First Aid
- Information Relay
- Vehicle Operation
- Emergency Medical Dispatcher Certification
- Telephone Etiquette
- NCIC Database
- Information Security
- 911 System Information Databases
- Information Archiving and Retrieval
- Problem-Solving
- Emergency Response Procedures
- Flexible Schedule
- Information documentation
- Team building
- Mental health support
- Crisis intervention
- Peer Counseling
- HIPAA
- Treatment Plans
Certification
- DPS/PST Training - 2016
- Getting the Most from Microsoft Excel - 2023
- Civil Rights State Personnel Office Annual Requirement - 2026
- DPS EEO Employee Test for the National and New Mexico Crime Information Centers - 2026
- DPS Loss Control for the National and New Mexico Crime Information Centers - 2026
- FEMA IS-00100.b Introduction to Incident Command- 2016
- FEMA IS-00200.b ICS for Single Resources and Initial Accident Incident - 2016
- FEMA IS-00700.a National Incident Management Systems (NIMS) - 2016
- Association of Public-Safety Communications Officials-International, Inc APCO Institute - 2016
- New Mexico Law Enforcement Academy, Telecommunicator Certificate - 2016
- HAZMAT Transportation Incidents: Using the Emergency Response Guidebook - 2016
- Workplace Bullying and VIolence - 2026
- Defensive Driving - 2022
- Instructor Development Course - 2019
- Handling a Crisis 2026
- Instructor in the are of General Police - 2019
- Interactions with Persons with Mental Impairments - 2026
- Amber Alerts, Silver Alerts, Brittany Alerts and Endangered Persons Advisories - 2020
- What is Your Communications Style Training - 2021
- Managing Employee Performance - 2020
- Courtroom Testimony - 2020
- Verbal Calming Techniques - 2020
- Human Trafficking - 2020
- Enhanced Screening for Infectious Disease - 2020
- Civil Unrest - 2020
- Call Handling: Reacting to Visual Scenarios - 2020
- Responding to Opioid Overdose Calls - 2026
- Open Water Incidents - 2020
- Explosion Incident Management - 2020
- Robbery, Burglary and Larceny/Theft - 2020
- Cold Exposure - 2020
- How to Work Better with Difficult People - 2021
- Emergency Medical Dispatch - 2026
- Full Access/ Data Entry Test for the National and New Mexico Crime Information Centers - 2026
- First Line Supervisor Training - 2023
Timeline
Public Safety Dispatch Supervisor
New Mexico Department of Public Safety
12.2020 - Current
911 Dispatcher
New Mexico Department of Public Safety
06.2015 - Current
Assistant Manager
Sun Loan Company
04.2013 - 11.2013
Counselor
Rancho Valmora
03.2006 - 08.2011
Associate of Arts - Criminal Justice
Luna Community College
Bachelor of Arts - Psychology
New Mexico Highlands University
Bachelor of Arts - Criminal Justice
New Mexico Highlands University