Candyce Jacobs
BERNALILLO COUNTY EMERGENCY COMMUNICATIONS
ALBUQUERQUE,NM
13
Certifications
32
years of professional experience
Emergency Communications Supervisor leading high-volume 9-1-1 operations supporting law enforcement, fire, and EMS response. Coordinates staffing, workflow, and coaching for 30+ staff per month, along with 50+ quality assurance reviews per month, while maintaining CJIS/NCIC compliance and audit readiness. Builds practical training, reference materials, and incident support practices that strengthen consistency, accountability, and responder information flow.
Work History
Emergency Communications Supervisor / Terminal Agency Coordinator
19 Years 9 Months- Prioritize several tasks per shift while balancing workflow, service delivery, and time-sensitive operational decisions.
- Coordinate 30+ staff assignments per shift across high-volume 9-1-1 operations for law enforcement, fire, and EMS.
- Supervise personnel through assignments, training, evaluations, coaching, development, corrective action, and consistent policy application.
- Develop, interpret, review, and implement policies, SOPs, and regulatory guidance, then build training and reference materials.
- Serve as Terminal Agency Coordinator overseeing CJIS/NCIC access, security, certification, dissemination, documentation, compliance tracking, and audit readiness.
- Lead EMD and EFD quality assurance, evaluate protocol compliance, identify trends, and direct coaching and remediation.
- Coordinate with law enforcement, fire, EMS, IT, vendors, and leadership on operations, system needs, accreditation, and incident response.
Administration Clerk
2 Years- Handle a high number of student records per week while maintaining organized, confidential student files.
- Maintain confidential records and routine documentation with accurate filing, retrieval, and regulatory awareness.
- Coordinate scheduling and calendar changes to keep administrative workflows organized and responsive.
- Draft and route correspondence, improving clarity in internal and external communications.
- Research information and provide customer service support to resolve routine questions promptly.
Lead Floor Attendant
2 Years- Maintained 100% guest satisfaction through consistent follow-up and timely resolution of floor concerns.
- Handled high volumes of customer interactions per shift while maintaining prompt, professional service across the floor.
- Delegated daily floor assignments and prioritized coverage to keep operations efficient and organized.
- Coached team members on service expectations, supporting employee performance and corrective follow-up.
- Resolved customer concerns calmly and professionally to protect service quality and guest experience.
- Trained new attendants on floor procedures, reinforcing consistency, communication, and service standards.
- Monitored daily floor activity and adjusted staffing coverage to sustain efficient operations during busy periods.
Store Manager
4 Years- Scheduled weekly shifts to balance staffing needs, peak demand, and store coverage.
- Served customers daily while maintaining fast, friendly counter service and accurate order handling.
- Managed daily store operations, including staffing, scheduling, and customer service across opening and closing routines.
- Directed hiring, training, coaching, and performance management to build a dependable frontline team.
- Tracked inventory and compliance requirements to keep product availability aligned with store standards.
- Implemented policies and SOPs to support consistent service, safe operations, and reliable daily execution.
- Coordinated inventory, customer issues, and vendor needs to keep the shop running smoothly.
Education
Bachelor of Science - Criminal Justice
Associate of Science - Criminal Justice
Skills
9-1-1 center operations
Policy and SOP development and administration
Operational planning
Interagency coordination
Vendor
technology & facility compliance coordination
Employee coaching
evaluation & corrective action
Training program & curriculum development
CJIS / NCIC governance
security & audit readiness
EMD / EFD quality assurance & performance improvement
Records
documentation & regulatory interpretation
Project management
Shift bid administration
Policy implementation
Performance metrics reporting
Staffing model development
Certification
NMLEA General Instructor
Timeline
Emergency Communications Supervisor / Terminal Agency Coordinator
BERNALILLO COUNTY EMERGENCY COMMUNICATIONS
2007.01 - CurrentRead More
Administration Clerk
Albuquerque Public Schools
2005.01 - 2007.01Read More
Lead Floor Attendant
Isleta Casino & Resort
2003.01 - 2005.01Read More
Store Manager
Baskin-Robbins
1995.01 - 1999.01Read More
Eastern Gateway
Associate of Science from Criminal Justice
Read More
Central State University
Bachelor of Science from Criminal Justice
Read More
SELECTED LEADERSHIP & PROGRAM ACHIEVEMENTS
- Researched, proposed, and implemented the Envoy digital visitor management system to strengthen CJIS security compliance, visitor accountability, and facility access documentation.
- Developed CJIS-related policies, procedures, employee guidance, and training addressing information access, dissemination, misuse, security, visitor requirements, certification, and audit preparation.
- Established structured compliance tracking and recurring employee education to strengthen documentation, accountability, and regulatory readiness.
- Developed lesson plans, presentations, scenarios, assessments, quick-reference materials, and practical exercises covering emergency communications operations, CJIS/NCIC, TTY/RTT, quality assurance, responder safety, stress management, and professional communication.
- Mentor employees and trainers and support consistent coaching, evaluation, remediation, and new-hire development practices.