Open To Work
Diane M King
Emergency Telecommunicator 3
Westminster,CO
Summary
Professional communicator with proven track record in critical operations and emergency response protocols. Expertise in managing high-stress situations with focus on precise information relay and coordination. Demonstrates strong skills in advanced problem-solving and multitasking abilities while fostering team collaboration and adapting to dynamic circumstances, ensuring efficient and effective outcomes. Reliable and results-driven, with focus on delivering high-quality service and supporting team goals while maintaining composure in high-stress situations, ensuring accurate and effective communication.
Overview
35
35
years of professional experience
4
4
Certification
Work History
Victim Advocate
Adams County District Attorney’s Office
Brighton, CO
01.2005 - 01.2006
- Implemented on-scene crisis intervention strategies to assist victims and witnesses of crime.
- Demonstrated exceptional ability to uphold a non-judgmental professional demeanor in high-stress emergency situations.
- Assisted with follow-up communication to address immediate needs. Developed supportive relationships to create safety plans. Provided updates on case status and facilitated appropriate referrals.
- Assisted individuals in navigating personal challenges related to age, disability, and economic issues. Supported clients in managing difficult behaviors and addressing concerns regarding ethnicity and language. Helped clients access essential resources to overcome barriers.
- Managed preparation of victims and witnesses for court appearances and testimony delivery.
- Led advocacy initiatives for victims and witnesses through strategic communication methods.
- Directed coordination of case management for ten district attorneys across six divisions, ensuring seamless scheduling of multiple court dates.
- Directed on-call operations, ensuring 24/7 backup support and effective staff caseload management.
- Executed strategic communication initiatives to enhance brand visibility.
Victim Advocate
Westminster Police Department
Westminster, CO
01.2000 - 01.2006
- Delivered on-scene crisis intervention and emotional support to victims, witnesses, and survivors of crime and tragedy.
- Demonstrated ability to uphold a non-judgmental professional demeanor in high-stress emergency situations.
- Facilitated follow-up communication to address immediate needs. Developed supportive relationships to create safety plans. Provided updates on case status and made necessary referrals.
- Assisted individuals with various personal matters related to age, disability, economic challenges, social issues, and communication barriers. Supported clients in navigating patterns of escalating behavior and addressing concerns related to ethnicity and language. Provided guidance to overcome obstacles in accessing necessary resources.
- Guided victims and witnesses through preparation for court appearances and testimony presentation.
- Championed advocacy efforts for victims and witnesses through clear and effective communication strategies.
- Managed coordination of cases with multiple court dates for ten district attorneys across six divisions.
- Managed on-call duties, providing 24/7 backup support and ensuring coverage of staff caseloads.
- Executed strategic communication initiatives to enhance brand visibility.
Telecommunicator 3
Intrado Life And Safety
Longmont, CO
01.2022 - Current
- Handled non-provisioned emergency 911 calls for Police, Fire, Medical, and other services that displayed no identifying address or phone number within the US and Canada including Guam, Puerto Rico, Virgin Islands, American Samoa, and Mariana Islands
- Managed 911 calls from VoIP providers, Txt2911, satellite phones, vehicle crash detection systems, roadside assistance, boats/ships in distress, aircraft, hearing impaired relay services, internet/phone app calls, Apple watches, home and office systems, lifeline alerts, veteran services, nurse lines, crisis lines, and suicide hotlines
- Provided back up overflow support to 6,200 different Public Safety Answering Points in the US when call loads exceeded the local agency’s capabilities
- Maintained back up readiness for agencies across the US such as Chicago Police/Fire/Medical and for US phone providers during weather events such as tornadoes/floods/hurricanes and local, state, and national telecom events such as the 2020 Nashville Bombing and emergencies such as the 2018 Hawaii Missile Alert
- Trained new Telecommunicators to correctly assess, thoroughly document, and properly route 911 calls, while using proprietary and publicly available systems to manage up to 200 incoming 911 calls per person, per shift or more during large-scale risk incidents for successful outcomes
- Cultivated a liaison between Telecommunicators and Management that fostered open lines of communication to engender trust, resolve potential conflict, and support timely notifications
- Flight Attendant
- Assisted in the training of new telecommunicators, sharing expertise on best practices for successful call management and dispatching procedures.
- Maintained high-quality records of all dispatched calls for future reference and analysis.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Demonstrated empathy and professionalism when dealing with distressed callers, guiding them through potentially life-saving actions until help arrived.
- Ensured compliance with departmental policies and procedures while managing sensitive information on each call.
- Collaborated with team members to develop strategies for improving overall telecommunicator performance, resulting in increased response effectiveness.
- Handled specialized communication systems such as TTY/TDD devices for assisting hearing-impaired callers, ensuring equal access to emergency services.
- Reduced miscommunications by providing clear and concise instructions to responders in high-pressure scenarios.
- Adapted and modified standard techniques, procedures and criteria to solve complex problems.
- Fielded stressful calls while entering information into computer aided dispatch system for police, fire and emergency medical services personnel dispatch.
- Initiated improvements to operational efficiency of network.
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Installed, maintained and supported VoIP applications.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Mentored junior staff, fostering an environment of continuous learning and professional development.
- Conducted quality assurance reviews, ensuring compliance with established safety standards and procedures.
- Trained new telecommunicators on protocol adherence and system navigation for optimal performance.
- Implemented process improvements that enhanced response times and overall service quality.
- Coordinated responses with first responders to ensure timely assistance and resource allocation.
- Operated emergency communication systems to efficiently manage crisis situations.
- Kept calm under pressure, efficiently handling multiple incoming calls simultaneously during peak hours.
Flight Attendant
Great Lakes Airlines
Denver, CO
01.2007 - 01.2014
- Guaranteed ongoing safety and security for all passengers, flight crew, ground crew, and aircraft.
- Executed comprehensive pre-flight duties, ensuring thorough security sweeps, emergency equipment checks, and safety compliance assessments.
- Oversaw crew resource management and documented irregularities and discrepancies.
- Assisted passengers during boarding. Supported compliance checks and addressed seat assignments. Helped manage luggage placement.
- Executed mandatory safety demonstrations and passenger briefings to ensure compliance with regulations.
- Formulated proactive action plans for emergency mitigation and passenger egress.
- Monitored passenger adherence to all relevant policies and Federal Aviation Regulations (FARs).
- Evaluated special needs of elderly, disabled, young, or fearful passengers and provided comprehensive answers regarding aircraft safety, security, weather, schedules, flight paths, and turbulence.
- Demonstrated active listening, social perceptiveness, and service orientation while engaging with passengers to mitigate potential conflicts.
- Executed periodic walkthroughs to oversee passenger safety and comfort standards.
- Executed comprehensive post-flight duties, ensuring safe deplaning, thorough cabin inspections, and meticulous cleaning of lavatories.
- Facilitated support services for victims, ensuring access to necessary resources.
- Delivered exceptional customer service during flights, ensuring passenger safety and comfort.
- Coordinated emergency procedures and conducted safety demonstrations for passengers.
- Assisted with cabin preparation, including stocking supplies and managing inventory levels.
- Resolved passenger inquiries and concerns promptly to enhance overall travel experience.
- Led in-flight teams to ensure compliance with safety regulations and operational standards.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Answered passenger questions and provided solutions to issues arising during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Resolved passenger conflicts and medical emergencies during flights.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Ensured safety and comfort of customers onboard aircraft.
- Educated passengers about emergency equipment usage during safety demonstrations, ensuring comprehension of critical procedures.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
- Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
- Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
- Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
- Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
- Streamlined the boarding process by assisting passengers with seat assignments and providing clear directions during busy flights.
- Conducted safety demonstrations before each flight, enhancing passengers' understanding of emergency procedures.
- Assisted passengers in finding their seats and storing carry-on luggage, ensuring swift and organized boarding process.
- Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.
- Reduced anxiety for passengers during turbulence by providing reassurance and clear instructions.
- Enhanced passenger safety and comfort by conducting thorough pre-flight checks and cabin preparations.
- Ensured compliance with federal aviation regulations during all flights, contributing to airline's outstanding safety record.
- Increased customer satisfaction by providing high-quality service and attending to passengers' needs with empathy and professionalism.
- Maintained clean and orderly cabin environment throughout flights, enhancing overall passenger experience.
- Collected and reported feedback from passengers to airline management, contributing to continuous service improvement.
- Collaborated with airport personnel to resolve boarding and disembarking delays, minimizing inconvenience to passengers.
- Cultivated positive and welcoming atmosphere, making flights more enjoyable for passengers.
- Solved in-flight emergencies calmly and effectively, minimizing passenger distress and ensuring safety.
- Facilitated smooth communication between cockpit crew and passengers, ensuring all instructions were clearly conveyed and understood.
- Assured timely departures by efficiently completing all pre-boarding tasks.
- Demonstrated knowledge of aircraft safety features and emergency equipment.
- Completed pre-flight safety checks to reinforce passenger safety.
- Assisted passengers in boarding and deplaning aircraft.
- Monitored cabin during flights and responded to passenger inquiries or issues.
- Collaborated with flight crew to maximize smooth and safe flights.
- Advised passengers of flight regulations to maximize safety and security.
- Performed pre-flight cabin checks to maintain operational safety equipment.
- Supported passengers with special needs and provided assistance to wheelchair passengers.
- Offered personalized assistance to children, elderly and passengers with special needs.
Victim Advocate
Denver City Attorney’s Office Family Violence Unit
Denver, CO
01.2004 - 01.2005
- Delivered on-scene crisis intervention and emotional support to victims, witnesses, and survivors of crime and tragedy.
- Demonstrated ability to uphold a non-judgmental professional demeanor in high-stress emergency situations.
- Facilitated follow-up communication to address immediate needs. Developed supportive relationships to create safety plans. Provided updates on case status and made necessary referrals.
- Assisted individuals with various personal matters related to age, disability, economic challenges, social issues, and communication barriers. Supported clients in navigating patterns of escalating behavior and addressing concerns related to ethnicity and language. Provided guidance to overcome obstacles in accessing necessary resources.
- Guided victims and witnesses through preparation for court appearances and testimony presentation.
- Championed advocacy efforts for victims and witnesses through clear and effective communication strategies.
- Managed coordination of cases with multiple court dates for ten district attorneys across six divisions.
- Executed on-call duties, providing backup support 24/7 and managing staff caseloads.
- Executed strategic communication initiatives to enhance brand visibility.
Communications Specialist II
Westminster Police Department
Westminster, CO
01.2000 - 01.2003
- Oversaw management of routine, serious, and emergency calls for police, fire, and EMS on E911, administrative, and TDD/TTY lines utilizing a multi-line computer-aided phone system.
- Conducted crisis interviews to assess situations and prioritize critical information.
- Oversaw simultaneous monitoring of multiple radio broadcasts from various field units across several channels, including inter-agency communications.
- Managed prioritization and dispatch of multiple concurrent service calls based on urgency to police, fire, EMS units, and various non-emergency agencies.
- Oversaw manpower allocation and resource management while documenting all unit activities for optimal outcomes.
- Executed strategic communication initiatives to enhance brand visibility.
Telecommunicator 2
Intrado Life And Safety
Longmont, CO
03.2020 - 01.2022
- Handled non-provisioned emergency 911 calls for Police, Fire, Medical, and other services that displayed no identifying address or phone number within the US and Canada including Guam, Puerto Rico, Virgin Islands, American Samoa, and Mariana Islands
- Managed 911 calls from VoIP providers, Txt2911, satellite phones, vehicle crash detection systems, roadside assistance, boats/ships in distress, aircraft, hearing impaired relay services, internet/phone app calls, Apple watches, home and office systems, lifeline alerts, veteran services, nurse lines, crisis lines, and suicide hotlines.
- Provided back up overflow support to 6,200 different Public Safety Answering Points in the US when call loads exceeded the local agency’s capabilities
- Maintained back up readiness for agencies across the US such as New York and Chicago Police/Fire/Medical and for US phone providers during weather events such as tornadoes/floods/hurricanes and local, state, and national telecom events such as the 2020 Nashville Bombing and emergencies such as the 2018 Hawaii Missile A
- Trained new Telecommunicators to correctly assess, thoroughly document, and properly route 911 calls, while using proprietary and publicly available systems to manage up to 200 incoming 911 calls per person, per shift or more during large-scale risk incidents for successful outcomes
- Cultivated a liaison between Telecommunicators and Management that fostered open lines of communication to engender trust, resolve potential conflict, and support timely notifications.
- Assisted in the training of new telecommunicators, sharing expertise on best practices for successful call management and dispatching procedures.
- Maintained high-quality records of all dispatched calls for future reference and analysis.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Demonstrated empathy and professionalism when dealing with distressed callers, guiding them through potentially life-saving actions until help arrived.
- Ensured compliance with departmental policies and procedures while managing sensitive information on each call.
- Collaborated with team members to develop strategies for improving overall telecommunicator performance, resulting in increased response effectiveness.
- Handled specialized communication systems such as TTY/TDD devices for assisting hearing-impaired callers, ensuring equal access to emergency services.
- Reduced miscommunications by providing clear and concise instructions to responders in high-pressure scenarios.
- Adapted and modified standard techniques, procedures and criteria to solve complex problems.
- Fielded stressful calls while entering information into computer aided dispatch system for police, fire and emergency medical services personnel dispatch.
- Initiated improvements to operational efficiency of network.
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Installed, maintained and supported VoIP applications.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Mentored junior staff, fostering an environment of continuous learning and professional development.
- Conducted quality assurance reviews, ensuring compliance with established safety standards and procedures.
- Trained new telecommunicators on protocol adherence and system navigation for optimal performance.
- Implemented process improvements that enhanced response times and overall service quality.
- Coordinated responses with first responders to ensure timely assistance and resource allocation.
- Operated emergency communication systems to efficiently manage crisis situations.
- Kept calm under pressure, efficiently handling multiple incoming calls simultaneously during peak hours.
Communications Specialist II
Coors Brewing Company
Golden, CO
01.1993 - 01.2000
- Oversaw management of routine, serious, and emergency calls for police, fire, and EMS on E911, admin, and TDD/TTY lines utilizing a multi-line computer-aided phone system.
- Conducted interviews with individuals in crisis to assess situations and prioritize critical information.
- Oversaw simultaneous monitoring of multiple radio broadcasts from various field units across several channels, including inter-agency communications.
- Managed prioritization and dispatch of multiple concurrent service calls based on urgency to police, fire, EMS units, and various non-emergency agencies.
- Oversaw manpower allocation and resource management, documenting unit activities to ensure effective outcomes.
- Executed strategic communication initiatives to enhance brand visibility.
Communications Specialist
Lakewood Police Department
Lakewood, CO
01.1991 - 01.1993
- Oversaw management of routine, serious, and emergency calls for police, fire, and EMS on E911, administrative, and TDD/TTY lines utilizing a multi-line computer-aided phone system.
- Conducted crisis interviews to assess situations and prioritize critical information.
- Oversaw simultaneous monitoring of multiple radio broadcasts from various field units across several channels, including inter-agency communications.
- Managed prioritization and dispatch of multiple concurrent service calls based on urgency to police, fire, EMS units, and various non-emergency agencies.
- Oversaw manpower allocation and resource management while documenting all unit activities for optimal outcomes.
- Executed strategic communication initiatives to enhance brand visibility.
Education
BS - Human Services
University of Phoenix
Westminster, CODiploma - undefined
Dauphin Regional Comprehensive Secondary School
Dauphin, MBSkills
Leveraged extensive safety, security, and emergency management expertise to enhance organizational resilience
Demonstrated exceptional communication skills, effectively engaging diverse audiences across age, disability, language, and other barriers
Fostered exceptional service standards by prioritizing safety, authenticity, and warm hospitality
Exhibited exemplary customer service skills across diverse socioeconomic and ethnic groups, earning numerous commendation letters
Certification
- Certified Crisis Responder – National Organization for Victim Assistance
- CPR and Emergency First Aid Training – American Red Cross of Wyoming
- Threat Assessment – Jefferson County Mediation Services
- Incident Commander Hazardous Materials Level V – Occupational Safety and Health Admin
- I AM 911 – Intrado Life and Safety Services
- Public Safety Telecommunicator I – Assoc of Public-Safety Communication Officials (APCO Int’l)
- Communications Training Officer – Assoc of Public-Safety Communication Officials (APCO Int’l)
Timeline
Telecommunicator 3
Intrado Life And Safety
01.2022 - Current
Telecommunicator 2
Intrado Life And Safety
03.2020 - 01.2022
Flight Attendant
Great Lakes Airlines
01.2007 - 01.2014
Victim Advocate
Adams County District Attorney’s Office
01.2005 - 01.2006
Victim Advocate
Denver City Attorney’s Office Family Violence Unit
01.2004 - 01.2005
Victim Advocate
Westminster Police Department
01.2000 - 01.2006
Communications Specialist II
Westminster Police Department
01.2000 - 01.2003
Communications Specialist II
Coors Brewing Company
01.1993 - 01.2000
Communications Specialist
Lakewood Police Department
01.1991 - 01.1993
BS - Human Services
University of Phoenix
Diploma - undefined
Dauphin Regional Comprehensive Secondary School