Christine Haines

• Managed team of service clerks for optimal performance, resulting in increased productivity.
• Established team priorities, maintained schedules and monitored performance.
• Analyzed police reports to identify errors and ensure they meet state and FBI, and Clery requirements.
• Prioritized competing tasks within tight deadlines while maintaining strict attention-to-detail and adherence to departmental standards.
• Maintained a thorough understanding of current records management trends and best practices, incorporating new ideas into departmental processes as appropriate.
• Developed comprehensive training materials for ongoing staff development in records management best practices.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Delegated tasks to administrative support staff to organize and improve office efficiency.
• Reduced errors in data entry by implementing quality control measures and providing feedback to team members.
• Fostered positive relationships with external agencies such as courts and other law enforcement organizations, facilitating efficient information exchange.
• Managed the secure destruction of outdated or unnecessary records according to established protocols.
• Assisted in the development of departmental policies related to records management, ensuring compliance with local, state, and federal regulations.
• Oversaw daily operations of the Police Records Division, maintaining a high level of efficiency and professionalism at all times.
• Streamlined data retrieval processes for faster response times to information requests.
• Coordinated with IT personnel on system upgrades and troubleshooting issues related to records management software applications.
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent.
• Provided timely responses to public records requests while protecting sensitive information as required by law.
• Maintained confidentiality of sensitive information, adhering to legal guidelines and department policies.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries reviews for staff.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Organized and detail-oriented with a strong work ethic.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Proven ability to learn quickly and adapt to new situations.
• Acts as the Agency's liaison with Virginia State agencies regarding Community Policing data, VCIN/NCIC, IBR and NIBRS, and DMV TREDS.
• Member of the lead team for the agency's Emergency Notification Drill program.
• Participated in interview process for various areas within the Police Department.
• Works with various areas across Grounds regarding the sharing ans distribution of sensitive information.
• Coordinates with the Medical Center Call Center and MedCom staff regarding the University's Emergency Notification System.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Spearheaded initiatives aimed at reducing costs while maintaining high service standards across all functional areas of responsibility.
• Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Self-motivated, with a strong sense of personal responsibility.
• Skilled at working independently and collaboratively in a team environment.

Functioned as a 911 dispatcher when needed. Answered emergency and non emergency phone calls, provided information and assistance to callers, dispatch the appropriate emergency service, track responding units and document all actions in CAD. Monitored multiple computer systems, multi line phone system and security video systems. Provided emergency medical instruction to callers when necessary, operated VCIN/NCIC system. As supervisor I provided oversight and assistance to shift dispatchers, ensuring polices and procedures were followed and that all calls for services were handled and documented correctly. I was responsible for oversight of operations in the absence of the Director and Assistant Director. As the Training Coordinator I was responsible for ensuring dispatchers were current on certifications. I also developed and maintained the training program for new and current 911 employees.

• Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
• Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
• Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
• Trained new employees and delegated daily tasks and responsibilities.

• Read system maps and caller information, and documented details in system.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Improved communication among emergency responders with accurate relay of critical information from callers.
• Conducted quality assurance checks on recorded calls, identifying areas for improvement and implementing necessary changes.
• Supported fellow telecommunicators during high-stress situations, contributing to overall team success.
• Trained new telecommunicators on software systems, policies, and procedures for efficient integration into the team.
• Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
• Maintained strict confidentiality regarding sensitive information, adhering to privacy regulations and policies.
• Assessed emergency requests and made quick judgment calls to determine appropriate action.
• Followed established protocols for professional handling of emergency situations.
• Ensured public safety by swiftly dispatching appropriate resources to the scene of incidents.
• Streamlined inter-agency coordination by serving as the primary point of contact for multiple departments during major events or disasters.
• Reduced stress for callers by maintaining a calm demeanor and providing clear instructions during crisis situations.
• Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
• Maintained high levels of situational awareness by monitoring local news and weather updates to anticipate potential emergency situations.
• Assisted in crisis intervention for suicidal callers, facilitating immediate help and support from relevant resources.
• Assisted callers in emergency situations with appropriate information and support.
• Enhanced emergency response times by efficiently handling high call volumes and prioritizing emergencies.
• Coordinated with law enforcement agencies during high-risk incidents for a successful resolution.
• Achieved high levels of proficiency in multitasking by managing phones, radios, computers, and other equipment simultaneously under pressure.
• 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.
• Directed responders using assigned mapping systems for timely emergency attendance.
• Provided on-the-job training and coaching to develop new dispatchers.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Skilled at working independently and collaboratively in a team environment.