Charlotte Gentry
Northport,AL
Summary
Accomplished Director of 911 Communications with over 20 years of progressive leadership experience in public safety, emergency medical dispatch, and communications center management. Expertise in leading large teams, enhancing dispatch protocols, and implementing quality assurance systems resulting in successful ACE accreditation. Demonstrated ability in strategic planning and cross-agency collaboration ensures optimized response times and high-quality emergency services. Recognized for fostering strong team collaboration and adaptability in dynamic environments, with a proven track record in crisis management and effective communication.
Overview
22
22
years of professional experience
Work History
Director of 911 Communications
NorthStar EMS
03.2023 - Current
- Provide executive leadership and oversight for all 911 Communications Center operations, supervising dispatchers, supervisors, and support personnel.
- Develop and implement policies, ensuring compliance with state and national public safety regulations.
- Oversee hiring, training, and performance management to build and retain high-performing teams.
- Manage multimillion-dollar budgets, control expenditures, and ensure resource availability for communications operations.
- Ensure readiness and maintenance of CAD, radio, and phone systems, coordinating upgrades and preventive maintenance.
- Collaborate with police, fire, EMS, and government officials to enhance emergency communication and response capabilities.
- Lead strategic planning and performance measurement, establishing KPIs and improving operational efficiency.
- Provide leadership during large-scale emergencies and disasters, coordinating interagency response efforts.
- Established a culture of continuous learning through professional development opportunities for staff members.
- Improved interdepartmental communication by collaborating with police, fire, and EMS departments on joint initiatives.
Project Manager
Ardent Residential
06.2022 - 03.2023
- Directed operations and maintenance for multiple residential communities, ensuring compliance and high service standards.
- Acted as liaison between HOA boards, residents, and vendors, managing budgets, contracts, and service requests.
- Implemented strategic improvements, facilitated board meetings, and maintained digital systems for efficiency.
- Yearly budget preparation.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
Quality Improvement Coordinator EMD-Q
Grady EMS
01.2021 - 06.2022
- Led QA/QI processes for an ACE-accredited 911 center, maintaining compliance with NAEMD standards.
- Trained staff in ProQA, AQUA, and CAD systems, ensuring operational readiness and certification.
- Supervised staff in absence of director, supported leadership in improving system response times.
- Developed quality improvement plans, policies and operational guidelines.
- Documented and reported issues with compliance, standards of care, and quality assurance requirements.
Quality Improvement Coordinator EMD-Q
Las Vegas Fire & Rescue
06.2014 - 05.2019
- Established comprehensive QA/QI program for large-scale fire/EMS communications center.
- Maintained ACE accreditation, conducted peer review, and coordinated corrective actions.
- Collaborated with emergency response agencies to improve interagency communication and performance.
- Developed quality improvement plans, policies and operational guidelines.
- Documented and reported issues with compliance, standards of care, and quality assurance requirements.
Communications Trainer & EMA Coordinator EMD-Q
NorthStar EMS
08.2013 - 04.2016
- Prepared communications center for ACE accreditation within 3 months of hire.
- Trained employees in ProQA, AQUA, and CAD systems; coordinated continuing education programs.
- Supported emergency operations center activations during large-scale incidents.
Lead System Status Controller & Training Officer
Grady EMS
09.2008 - 08.2013
- Supervised and trained 40+ dispatchers, ensuring protocol adherence and operational continuity.
- Co-wrote training manuals and created onboarding programs for dispatch staff.
- Served as instructor for CAD and phone systems; implemented evaluation and performance tracking.
System Status Controller
Grady EMS
08.2003 - 09.2008
- Monitored system status and deployed EMS resources according to protocols.
- Delivered pre-arrival instructions to callers while coordinating response routes with field units.
- Ensured operational data accuracy, including reports and response times.
- Monitored multiple applications simultaneously using advanced tools, promptly identifying issues before they escalated into severe problems affecting users or services.
Education
Master of Science - Emergency Management
Jacksonville State University
Jacksonville, ALGraduate Certificate - Emergency Management
Jacksonville State University
Jacksonville, ALBachelor of Arts - International Affairs
Kennesaw State University
Kennesaw, GASkills
- ProQA and AQUA proficiency
- Skilled in utilizing TraumaSoft CAD software
- Proficient in CentralSquare
- Experienced with Microsoft Office applications
- Experienced with Google Suite applications
- Emergency Operations Planning Tools
- Experience with radio communications technology
- Call center management
- Comprehensive dispatch guidelines
- Emergency response leadership
- Analytical decision-making
Timeline
Director of 911 Communications
NorthStar EMS
03.2023 - Current
Project Manager
Ardent Residential
06.2022 - 03.2023
Quality Improvement Coordinator EMD-Q
Grady EMS
01.2021 - 06.2022
Quality Improvement Coordinator EMD-Q
Las Vegas Fire & Rescue
06.2014 - 05.2019
Communications Trainer & EMA Coordinator EMD-Q
NorthStar EMS
08.2013 - 04.2016
Lead System Status Controller & Training Officer
Grady EMS
09.2008 - 08.2013
System Status Controller
Grady EMS
08.2003 - 09.2008
Graduate Certificate - Emergency Management
Jacksonville State University
Bachelor of Arts - International Affairs
Kennesaw State University
Master of Science - Emergency Management
Jacksonville State University
Areas of Expertise
- 911 Communications Leadership
- Emergency Dispatch Operations
- Quality Assurance (QA/QI)
- Public Safety Management
- Emergency Operations Planning
- Training & Development
- Cross-Agency Collaboration
- Policy & Procedure Development
- Strategic Planning
- Resource Allocation
- Crisis Management
- ACE Accreditation
- CAD & Radio Systems
- Performance Improvement
- Team Leadership
Similar Profiles
Jesse HowellJesse Howell
Emergency Medical Technician at Northstar EMSEmergency Medical Technician at Northstar EMS
Brandon TreeceBrandon Treece
Paramedic at Northstar EMSParamedic at Northstar EMS
Elizabeth BennettElizabeth Bennett
Owner/Founder/Entrepreneur at Northstar Foundations/Northstar CoffeehouseOwner/Founder/Entrepreneur at Northstar Foundations/Northstar Coffeehouse
NATHANIEL GRANTHAMNATHANIEL GRANTHAM
Firefighter at Carroll's Creek Fire DistrictFirefighter at Carroll's Creek Fire District
Bobby HamiltonBobby Hamilton
Emergency Department at DCH Medical CenterEmergency Department at DCH Medical Center