Carolyn Kniser
Conroe,TX
Summary
Dynamic 911 Telecommunicator with proven expertise at Cypress Creek EMS, excelling in emergency management and call prioritization. Recognized for enhancing response times through effective communication and critical thinking. Adept at utilizing computer-aided dispatch systems while maintaining composure under pressure, ensuring optimal resource allocation during high-stress situations.
Overview
14
14
years of professional experience
Work History
911 Telecommunicator
Cypress Creek EMS
Houston, TX
04.2007 - 08.2012
- Operated multi-line phone systems to receive emergency calls and gather essential information.
- Coordinated response efforts with emergency services, ensuring timely dispatch of resources.
- Documented call details accurately in computer-aided dispatch (CAD) system for record-keeping.
- Provided clear instructions to callers during high-stress situations, maintaining composure throughout interactions.
- Collaborated with team members to enhance communication protocols and improve service delivery.
- Trained new staff on operational procedures and use of telecommunications equipment effectively.
- Monitored radio communications to ensure seamless coordination between field units and dispatch center.
- Participated in regular drills to maintain readiness for various emergency scenarios and improve response strategies.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Contributed to the development of new training materials for incoming 911 Telecommunicators, improving overall team preparedness.
- Conducted regular quality assurance checks on recorded calls, identifying areas for improvement and providing constructive feedback to colleagues.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
- Collaborated with law enforcement agencies, fire departments, and EMS teams to ensure a coordinated response during multi-agency incidents.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications protocols.
- Served as a mentor for new hires, guiding them through on-the-job training and fostering their growth within the organization.
- Assisted with the implementation of new software systems, streamlining call handling processes and increasing efficiency.
- Played a key role in resolving hostage situations by maintaining open lines of communication between law enforcement officials and suspects safely.
- Achieved consistently high performance evaluations due to exceptional communication skills and attention to detail in information gathering tasks.
- Calmed callers in distress, gathering vital information for emergency response teams.
- Maintained up-to-date knowledge of local geography and landmarks, aiding in swift emergency response.
- Ensured equipment functionality, conducting regular tests and reporting issues for maintenance, thus minimizing downtime.
- Utilized advanced mapping software to pinpoint caller locations, facilitating quicker response times.
- Managed stressful calls with empathy and professionalism, maintaining caller calm until help arrived.
- Updated emergency contact databases, ensuring accurate and quick access to vital information during emergencies.
- Conducted public education sessions on importance of 911 services, raising community awareness.
- Enhanced emergency response strategies with feedback from call debriefings.
- Participated in continuous training programs, staying informed on latest emergency response protocols.
- Assisted in implementation of new call-routing system, enhancing efficiency and caller experience.
- Maintained strict adherence to confidentiality protocols by safeguarding sensitive information from unauthorized access.
- Streamlined call-taking process, reducing average call duration and allowing for higher volume of emergency calls handled.
- Contributed to team meetings with suggestions for process improvements, fostering culture of continuous improvement.
- Developed resource guide for uncommon emergency situations, improving preparedness.
- Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
- Answered multi-line phone systems to gather critical information for first responders, improving response times.
- Enhanced communication skills through rigorous training, preparing for high-stress emergency situations.
- Improved team coordination with clear, concise communication during high-volume call periods.
- Increased public safety by efficiently dispatching emergency services to urgent situations.
- Documented call details accurately for use in ongoing investigations and reports.
- Provided critical support during major emergencies, recognized by management for outstanding performance.
- Coordinated with law enforcement, fire departments, and medical services, ensuring cohesive response to emergencies.
- Maximized caller safety by providing clear instructions for emergency situations.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Reduced risks and emergency response issues by observing public safety field units.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Assisted callers in emergency situations with appropriate information and support.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
911 Emergency Dispatcher
GoldStar EMS
Houston, TX
10.2003 - 07.2008
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Contributed to improved overall call center performance by consistently meeting or exceeding key performance metrics in areas such as response time and accuracy rates.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Followed established protocols for professional handling of emergency situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Reduced risks and emergency response issues by observing public safety field units.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Utilized computer-aided dispatch systems to log incidents and track unit status accurately.
- Maintained communication with first responders, providing real-time updates and critical information.
- Prioritized calls based on urgency, ensuring timely response for life-threatening situations.
- Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Conducted regular reviews of incident reports to identify trends and recommend procedural adjustments.
- Collaborated with local agencies to ensure compliance with safety regulations and operational standards.
- Assisted in training new personnel on protocols and procedures for emergency response operations.
- Implemented process improvements that enhanced communication efficiency between dispatch and field units.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate resources.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Increased dispatcher efficiency with thorough knowledge of jurisdictional geography, ensuring optimal routing for first responders.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Read system maps and caller information, and documented details in system.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
- Streamlined data entry processes through mastery of specialized software applications used within the 911 Emergency Dispatcher field for faster call handling times.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered calls from automatic routing system and took basic information from callers.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Provided on-the-job training and coaching to develop new dispatchers.
- Assisted callers in emergency situations with appropriate information and support.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
EMT-Basic
Rural Metro Ambulance Service
08.1998 - 10.2003
- Provided emergency medical care to patients in pre-hospital settings.
- Assisted in patient transport and ensured safety during transfer to medical facilities.
- Monitored vital signs and documented patient conditions accurately during shifts.
- Collaborated with healthcare professionals to coordinate effective treatment plans.
- Responded quickly to emergency calls, demonstrating strong decision-making skills under pressure.
- Educated patients and families on post-treatment care and health management strategies.
- Participated in training exercises to improve response times and teamwork efficiency.
- Maintained equipment and supplies, ensuring readiness for emergencies at all times.
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Communicated with patients about pain, comfort, and needs during transportation and preliminary medical care.
- Evaluated patient histories to assess and prioritize levels of care.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
- Maintained accurate patient records and documentation of treatments to enable tracking history and safeguard information.
- Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once.
- Utilized oxygen tanks, EKG and IVs to perform various medical procedures.
- Administered emergency medication to patients, quickly responding to changes in conditions and medication reactions.
- Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
- Administered CPR, oxygen and other life-saving medical treatments.
- Assisted with lifting and moving patients.
- Assessed medical conditions of patients in pre-hospital settings.
- Responded to 911 calls for medical emergencies.
- Transported patients to medical facilities and provided transportation to follow-up appointments.
- Handled patient transfers from one medical facility to another.
- Delivered emotional support to patients and families.
- Followed all safety protocols and took necessary precautions while providing care.
- Trained new EMTs on proper protocols and procedures.
- Collaborated with medical doctors and other healthcare professionals.
- Immobilized patient for placement on stretcher and ambulance transport.
- Observed patient behavior to report changes to medical personnel.
- Educated public on emergency medical services.
- Conducted patient intake and triage procedures.
- Coordinated with treatment center personnel to obtain patients' vital statistics and medical history.
- Utilized communication devices to maintain contact with supervisors.
- Provided patient families with post-medical care instructions.
- Performed medical tests and collected samples for laboratory analysis.
911 Emergency Dispatcher
Rural Metro Ambulance
Texas City, TX
08.1998 - 10.2003
- Responded to emergency calls, assessing situations and dispatching appropriate resources effectively.
- Maintained communication with first responders, providing real-time updates and critical information.
- Utilized computer-aided dispatch systems to log incidents and track unit status accurately.
- Prioritized calls based on urgency, ensuring timely response for life-threatening situations.
- Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Conducted regular reviews of incident reports to identify trends and recommend procedural adjustments.
- Collaborated with local agencies to ensure compliance with safety regulations and operational standards.
- Implemented process improvements that enhanced communication efficiency between dispatch and field units.
- Assisted in training new personnel on protocols and procedures for emergency response operations.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate resources.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Increased dispatcher efficiency with thorough knowledge of jurisdictional geography, ensuring optimal routing for first responders.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Read system maps and caller information, and documented details in system.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
- Streamlined data entry processes through mastery of specialized software applications used within the 911 Emergency Dispatcher field for faster call handling times.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered calls from automatic routing system and took basic information from callers.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Provided on-the-job training and coaching to develop new dispatchers.
- Assisted callers in emergency situations with appropriate information and support.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Education
High School Diploma - General Studies
M B Smiley
Houston, TX08.1989
Skills
- Emergency management
- Stress tolerance
- Firefighting protocols
- Call prioritization
- Incident command
- Public safety awareness
- Disaster response
- Computer skills
- Teamwork and collaboration
- Active listening
- CPR and first aid
- Dependable and responsible
- Information documentation
- Emergency response procedures
- Telephone etiquette
- Information security
- Prioritizing situations
- Good judgment
- Documentation
- Public safety telecommunicator
- Map reading
- Critical thinking
- Computer-aided dispatching
- Emergency medical dispatch (EMD)
- Information intake
- Cross-departmental teamwork
- Emergency medical dispatcher certification
- Verbatim transcription
- 911 system information databases
- Call routing
- Needs assessment
- Emergency medical technician
- Dispatch coordination
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Listening skills
- Problem-solving abilities
- Multitasking Abilities
- Basic life support
- Reliability
- Excellent communication
- Organizational skills
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Situational awareness
- Flexible schedule
- Providing clear directions
- Radio frequencies monitoring
- First aid knowledge
- Self motivation
- Medical terminology
- Computer literacy
- Information gathering
- Professionalism
Timeline
911 Telecommunicator
Cypress Creek EMS
04.2007 - 08.2012
911 Emergency Dispatcher
GoldStar EMS
10.2003 - 07.2008
EMT-Basic
Rural Metro Ambulance Service
08.1998 - 10.2003
911 Emergency Dispatcher
Rural Metro Ambulance
08.1998 - 10.2003
High School Diploma - General Studies
M B Smiley