Emily Sulgrove
Summary
Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community. Looking to transition into a field based position.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Emergency Communications Officer
Ada County Sheriff's Office
02.2022 - Current
- Manage high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Maintain accurate records of all dispatched calls, improving data tracking for future analysis.
- Monitor multiple police radios to provide assistance to responding personnel.
- Provide exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Record and track emergency requests utilizing computer-aided dispatch systems.
- Assess emergency requests and make quick judgment calls to determine appropriate action.
- Follow established protocols for professional handling of emergency situations.
Psych Technician 3
Intermountain Hospital
09.2020 - 03.2022
- Empowered families with essential coping strategies for dealing with loved ones diagnosed with a mental health condition.
- Assisted in the development of individualized therapy programs, promoting patient growth and wellbeing.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality and privacy of patients'' personal information.
- Utilized exceptional active listening skills during one-on-one sessions, identifying concerns or distress signals among patients promptly.
- Managed crisis situations efficiently by utilizing de-escalation techniques to maintain safety within the facility calmly.
- Charted on each patient daily.
QIDP/Case Manager
Teton Supported Living
05.2020 - 09.2020
- Implemented written administrative policies and procedures which comply with applicable rules and governing agencies.
- Implemented policies and procedures for employees and residential habilitation provider training, quality assurance, evaluation, and supervision.
- Implemented policy addressing safety measures to protect participants, employee, and residential habilitation providers as mandated by state and federal rules
- Helped assure that appropriate training, space requirements, support services, and equipment for staff or residential habilitation providers were provided to carry out assigned responsibilities.
- QA permanent files to ensure completion and compliance.
- Met with Health & Welfare, Regional Medicaid Unit, ICED, ISSH and other agencies.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Crisis Stabilization Worker
Western Montana Mental Health Center
04.2019 - 04.2020
- Responsible for daily behavioral and medication supervision in the crisis stabilization program and assuring safety and compliance at all times.
- Completed client registration and discharges into the program and provided transitional case management services for clients not active in adult case management.
- Adhered to field standard SOAP note taking in client charts, managed client outreach as requested or needed, and performed chart audits.
- Answered the Crisis Line and dispatched proper authorities or mental health professionals for safety checks and evaluations requested by community partners.
- Assisted on campus clients with intellectual delays and disorders with community integration, medication management, and independent living support.
Customer Service Associate
Lowe's
07.2017 - 06.2019
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Worked varied hours to meet seasonal and business needs.
- Assisted in various departments with a variety of customer needs and requests.
- Licensed on all warehouse equipment to facilitate quick order pulling and achieve high customer ratings with customer readiness and assistance.
Fulfillment Clerk
Lowe's
05.2017 - 05.2018
- My responsibilities as a fulfillment clerk were to maintain all internet orders and 'pickup later' orders as they arose in store by collecting and upholding product integrity, establishing and maintaining customer relations, and providing customer assistance as necessary
- I have also maintained responsibilities throughout my employment in POS management, customer credit management, as well as customer service and satisfaction
- This position allowed me to become a certified power equipment operator.
Lead Caller
Montana State Univeristy Alumni Foundation
01.2017 - 04.2017
- This seasonal position put me in a leadership role that appealed to MSU alumni for financial donations
- This position propelled me to lead other callers and advise them in customer service with potential prospects and ensuing data entry
- Along with excellent communication skills, this position helped me to establish and prosper skills in off-location credit transactions and customer information security.
Line Cook/Prep Cook
Copper Horse-On the Fly
04.2018 - 07.2018
- This food prep position has provided me experience working in the food industry while prepping for a full kitchen as well as working in the 'fast food' portion of the restaurant in an open kitchen
- Due to the workspace, I was expected to maintain customer care, kitchen cleanliness, as well as maintain the integrity of the food I prepared and served.
Education
Bachelor of Arts - Film
Montana State University
Bozeman, MT05.2020
Skills
- Communications
- Customer service skills
- Public Safety Awareness
- Incident Command System
- HIPAA
- Crisis stabilization
- Crisis management
- Data entry proficiency
- Incident documentation
- Critical Thinking
- Microsoft office suite
Certification
PST - Public Safety Telecommunicator
- EMD - Emergency Medical Dispatch
- EFD - Emergency Fire Dispatch
- T-CPR - telecommunication CPR and traditional
POST Basic - Telecommunications
ILETS Certification
FEMA
Timeline
Emergency Communications Officer
Ada County Sheriff's Office
02.2022 - Current
Psych Technician 3
Intermountain Hospital
09.2020 - 03.2022
QIDP/Case Manager
Teton Supported Living
05.2020 - 09.2020
Crisis Stabilization Worker
Western Montana Mental Health Center
04.2019 - 04.2020
Line Cook/Prep Cook
Copper Horse-On the Fly
04.2018 - 07.2018
Customer Service Associate
Lowe's
07.2017 - 06.2019
Fulfillment Clerk
Lowe's
05.2017 - 05.2018
Lead Caller
Montana State Univeristy Alumni Foundation
01.2017 - 04.2017
Bachelor of Arts - Film
Montana State University
PST - Public Safety Telecommunicator
- EMD - Emergency Medical Dispatch
- EFD - Emergency Fire Dispatch
- T-CPR - telecommunication CPR and traditional
POST Basic - Telecommunications
ILETS Certification
FEMA
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