CYNTHIA MERCIER
Uxbridge,MA
Summary
Dynamic dispatcher with extensive experience in computer-aided dispatch and effective communication. Proven ability to manage high-stress situations while delivering critical information to first responders.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Dispatcher
Town of Grafton
Grafton, MA
08.2009 - Current
- Operated multi-line phone systems to receive emergency calls.
- Utilized computer-aided dispatch software for efficient call handling.
- Monitored radio communications to provide real-time updates to responders.
- Managed high-stress situations while maintaining calm communication with callers.
- Delivered critical information to first responders, enhancing response effectiveness during emergencies.
- Assessed callers' needs and dispatched appropriate personnel to respond to emergencies.
- Maintained calm communication under pressure, ensuring timely decision-making in high-stress situations.
- Received incoming calls from the public and determined the nature of the emergency.
- Provided support services for police officers in the field by locating addresses, researching suspects, running license plate numbers.
- Provided pre-arrival instructions over the phone such as CPR and first aid instructions, fire evacuation procedures.
- Updated records in database with detailed notes about incidents including suspect descriptions, vehicle information.
- Maintained contact with field units via radio, providing directions and assistance as needed.
- Utilized mapping software programs to plot locations of incidents quickly and accurately.
- Verified caller identity before dispatching personnel to ensure safety of responders.
- Coordinated responses between multiple law enforcement agencies when necessary during multi-jurisdictional incidents.
- Assessed and prioritized calls based on severity and urgency, optimizing resource allocation for emergency responses.
- Performed quality assurance checks on recordings of 911 calls as required by department guidelines.
- Used radio, telephone and computer system to update first responders with new information.
- Researched vehicle, wanted and missing persons information.
911 Emergency Dispatcher
Town of Millville
Millville, MA
03.2004 - 08.2009
Education
Associate of Applied Science - Culinary Arts
Newbury College
Brookline, MA06-1996
Skills
- Computer-aided dispatch
- Emergency communication
- Quality assurance
- Attention to detail
- Multitasking
- Effective communication
Certification
Telecommunications Emergency Response Task Force 2024 to current
Reserve Intermittent Academy - Central Mass Chiefs of Police Association - 2017-2018
Several job related certifications (furnished upon request)
Rape Aggression Defense systems instructor
Reserve Intermittent Academy - Central Mass Chiefs of Police Association - 2017-2018
Several job related certifications (furnished upon request)
Rape Aggression Defense systems instructor
Timeline
Dispatcher
Town of Grafton
08.2009 - Current
911 Emergency Dispatcher
Town of Millville
03.2004 - 08.2009
Associate of Applied Science - Culinary Arts
Newbury College