Debora Cottle
Wilmington,NC
Summary
Dedicated professional with extensive experience in emergency management and guest services. Proven track record in crisis response, training, and effective communication to enhance guest experiences and ensure safety.
Overview
41
41
years of professional experience
Work History
House Manager
The Wilson Center
06.2024 - Current
- Address client and guest complaints when appropriate; inform the Guest Experience Coordinator of all complaints and follow protocol regarding event reporting.
- Be knowledgeable and ready to enforce and activate front-of-house emergency procedures, guidelines, and operational flow for security, ticketing scanning, and guest services for all events.
- Be vigilant and proactive in anticipating and meeting guest needs during an event.
- Educate, enforce, and lead by example for the Volunteer Corps concerning guest services and safety.
- Enforce House rules in accordance with CFCC policies.
- Ensure ADA compliance for guest services: supporting guests and volunteers on proper procedures, assisted listening, monitoring needs for wheelchair seating, booster seats, etc.
- Manage event-specific Concession’s operations, to include cash reconciliation, product inventory, and direct oversight of volunteer concessionaires, in strict adherence to NC ABC laws.
- Oversee artist merchandise sales, meet-and-greets, and signings.
- Support efforts to recruit the volunteer pool and ensure effective communication with all volunteers regarding event staffing, scheduling, policies, training, and procedures.
- Support event related information/data collection relating to merchandise sales, wait times, traffic patterns, and guest attendance.
- Assist Guest Experience Coordinator in training and supervision of volunteers, encompassing evaluation, motivation, recruitment, monitoring and disciplinary measures.
- Coordinate with touring or rental clients regarding show-specific requests; photography policies, late seating policies, meet and greet policies, and security policies.
- Delegate, assign, and lead all volunteers, as needed.
- Utilize and navigate internal management software; Ungerboeck, Sign-up Genius, Spektrix, Sling Scheduling, and Google Suite.
- Support event coordination administrative tasks to include: data collection, document preparation, and processing and general administrative support as needed to support programming and outreach.
- Maintain a clean driving record to operate all vehicles, including a 15-passenger van.
North Carolina Instructor for Telecommunicator
Cape Fear Community College
10.2020 - 08.2026
- Instructional Delivery: Instructors are required to teach mandated topics, excluding specialized areas like firearms or high-speed driving (unless they hold Specialized Instructor Certification).
- Lesson Plan Development: They must research, develop, and revise comprehensive lesson plans, ensuring they are updated at least annually.
- Classroom Management: Creating an environment conducive to adult learning, maintaining discipline, engaging multiple senses, and ensuring active participation.
- Evaluation and Testing: Developing and administering tests, demonstrating proficiency, and evaluating student performance.
- Documentation and Compliance: Submitting necessary training rosters, evaluations, and student records to the NCJA or the Training Division in accordance with Commission standards.
Educational Workforce and Development Instructor
Cape Fear Community College
06.2022 - 04.2026
- Instructional Delivery: Instructors are required to teach mandated topics, excluding specialized areas like firearms or high-speed driving (unless they hold Specialized Instructor Certification).
- Lesson Plan Development: They must research, develop, and revise comprehensive lesson plans, ensuring they are updated at least annually.
- Classroom Management: Creating an environment conducive to adult learning, maintaining discipline, engaging multiple senses, and ensuring active participation.
- Evaluation and Testing: Developing and administering tests, demonstrating proficiency, and evaluating student performance.
- Documentation and Compliance: Submitting necessary training rosters, evaluations, and student records to the NCJA or the Training Division in accordance with Commission standards.
Records Technician
New Hanover County 911 Communications
12.2022 - 04.2024
- Records Management: Processing, filing, dissemination of police/fire/EMS reports and recordings to requesting agencies or individuals.
- Information Redaction & Release: Reviewing and redacting sensitive data from 911 audio and reports to comply with legal requirements before releasing them to the public or courts.
- Public/Agency Assistance: Responding to inquiries from the public, law enforcement, and other agencies regarding records and CAD reports, including court requests.
- Administrative Support: Providing clerical support, such as handling subpoenas, and testifying in court.
- Confidentiality Compliance: State of North Carolina
911 Manager
New Hanover County 911 Communications
06.2009 - 06.2022
- Manages the daily operations of the 911 Emergency Communications Center (ECC) and the allocation of personnel and resources.
- Supervises employees to include prioritizing and assigning work; scheduling shifts, conducting performance evaluations; ensuring staff is trained; and making hiring, termination, and disciplinary recommendations.
- Serves as hiring manager, which includes reviewing applications, interviews, and reference checks.
- Ensures the continuous professional development of supervisors and staff; develops the organizational culture; and promotes transparency and collaboration throughout the department.
- Evaluates complaints from citizens, public safety agencies, and center personnel; investigates and resolves issues involving the public, public safety agencies, or personnel conflicts.
- Serves as a liaison to the public safety agencies within New Hanover County to collaborate, meet, and improve operations.
- Meets with industry partners and vendors to make recommendations or potential changes; stays current with industry trends, developments, and legislative changes, serving as an advocate.
- Develops and implements departmental policies, procedures and workflow; and identifies potential risks and opportunities within the ECC and its environment to protect organizational and public safety interests.
- Collaborates with management team to create and implement strategic plans to actualize departmental objectives including working towards accreditation.
- Serves as a backup in response to public records request; testifies in court as a subject-matter expert; and provides public safety agencies with access to requested records.
- Assists in formulating and monitoring annual maintenance, operating, and capital budgets within the department, operation and maintenance of equipment, and response plans.
- Represents and speaks at both internal and public functions to educate the general public on 911.
- Performs work with regular and predictable attendance, consistently meeting the scheduling needs as required by the county.
- Performs work during emergency/disaster situations.
- Performs other duties of a similar nature or level.
911 Telecommunicator
New Hanover County Sheriff’s Department
07.1989 - 06.2009
- Call Taking and Prioritization: Answering emergency and non-emergency calls from various sources (phone, text, alarm systems) and assessing the urgency to prioritize response.
- Dispatching Services: Alerting police, fire, or EMS personnel to incidents and coordinating the appropriate response.
- Information Gathering: Utilizing active listening and structured questioning to obtain vital information (location, nature of emergency) while managing panicked callers.
- Providing Pre-Arrival Instructions: Offering emergency medical dispatch (EMD) instructions, such as CPR or emergency child delivery, before first responders arrive.
- Monitoring and Tracking: Using CAD systems and radio consoles to track the location, status, and safety of field responders.
- Documentation and Data Entry: Accurately documenting all calls and actions in real-time, as well as accessing criminal justice databases.
Supervisor
Hermitage House Rest Home
07.1985 - 07.1989
- Supervised daily operations to ensure compliance with health and safety regulations.
- Trained and mentored staff on best practices in patient care and service delivery.
- Developed schedules to optimize staffing levels and enhance operational efficiency.
- Conducted performance evaluations to assess team effectiveness and provide constructive feedback.
- Activities of Daily Living (ADLs): Assisting with bathing, showering, grooming, brushing teeth, and dressing.
- Mobility and Safety: Turning and repositioning bedridden patients to prevent bedsores, transferring patients between beds and wheelchairs, and helping with walking.
- Vital Signs and Monitoring: Measuring and recording blood pressure, heart rate, respiration, and temperature, as well as tracking food and fluid intake.
- Basic Nursing Care: Cleaning wounds, checking catheters, and assisting with medical procedures.
- Hygiene and Environment: Changing bed linens, cleaning rooms, and stocking supplies.
- Communication and Reporting: Observing patient conditions—physically or emotionally—and reporting changes promptly to nurses.
- Patient Advocacy: Providing compassionate care and emotional support to patients and their families.
- Administered medication under the direction of New Hanover County Health Department and local hospital. (required additional training and certification)
Education
High School Diploma -
New Hanover High School
Wilmington, NCSkills
- Calendar management
- Preventive Maintenance
- Exceptional organization
- Appointment coordination
- Emergency management
- Stress tolerance
- Call prioritization
- Law enforcement procedures
- Disaster response
- Dependable and responsible
- Emergency response procedures
- Crisis management
- Emergency protocols
- Radio communications
- Records management
- Confidentiality protocols
- Filing systems
- Training and mentoring
- Staff management
- Attention to detail
- Strong communication skills
- Public speaking
Timeline
House Manager
The Wilson Center
06.2024 - Current
Records Technician
New Hanover County 911 Communications
12.2022 - 04.2024
Educational Workforce and Development Instructor
Cape Fear Community College
06.2022 - 04.2026
North Carolina Instructor for Telecommunicator
Cape Fear Community College
10.2020 - 08.2026
911 Manager
New Hanover County 911 Communications
06.2009 - 06.2022
911 Telecommunicator
New Hanover County Sheriff’s Department
07.1989 - 06.2009
Supervisor
Hermitage House Rest Home
07.1985 - 07.1989
High School Diploma -
New Hanover High School