Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Erica Schilling

Rigby,ID

Summary

Highly organized and efficient, consistently prioritizing accuracy and completeness in every task undertaken. With nearly 18 years of experience as an emergency services dispatcher in a fast-paced environment, critical skills have been honed to excel in high-pressure situations. Successfully adapted to various roles within the field, as well as in office settings and remote work environments, where attention to detail is paramount.

Overview

15
15
years of professional experience

Work History

First Shift Regional Crisis Worker

Insight Global
03.2024 - Current
  • Handle contacts by engaging core philosophies to provide a less invasive approach to crisis intervention by completing a safety and risk assessment, information and referrals, and intake screening of callers seeking Mobile Crisis Response and other community services
  • Respond to all offered calls via the Five9 or equivalent platform
  • Adhere to 988 Suicide and Crisis Lifeline Standards, HopeLink Behavioral Health Policies and Procedures, and appropriate accrediting bodies best practices when providing services
  • Ensure the 988 Suicide and Crisis Lifeline Suicide Safety Policy is adhered to utilizing active engagement, asking about suicide directly, and accurately assess the severity of the situation, engaging emergency intervention when criteria for imminent risk is met
  • Engage in Suicide Safety and Risk Assessment by ensuring the immediate safety of the caller, engaging in evaluation of access to lethal means, and utilizing safety planning skills to ensure individuals have a plan post call
  • Offer and perform follow-up contacts to any individual who has experienced suicide thoughts in the past 24 hours
  • Provide safety and security for callers by assuring them of their confidentiality and privacy and ensuring that any information shared by the client is kept confidential
  • Accurately reflect crisis contact interactions in corresponding contact reports throughout and at the end of each contact
  • Engage in a supportive and collaborative work environment, to maintain open communication with supervisors, clinical and administrative support staff
  • Support the overall operations of HopeLink's Crisis Services by performing additional tasks and duties as assigned.

Junior Client Care Professional

EclipseDOT
01.2024 - 02.2024
  • Facilitate submitting and receiving clients DOT paperwork and applications so they stay in compliance
  • Write policies/procedures as needed
  • Answer phone calls as they come in or call clients back, text them or email them
  • Make sure all clients are in current compliance with their state DOT laws
  • Communicate constantly with your clients and co-workers so that nothing is done twice, and it’s done with accuracy.

988 Digital Crisis Services Team Lead

The Trevor Project
05.2023 - 08.2023
  • Support counselor staff before, during, and after texts and/or chats with LGBTQ+ Youth in crisis
  • Directly supervise counselors as they respond to texts/chats to ensure policy is being followed
  • Ensure adherence to policies and protocols and coach around this of that is not being done
  • Facilitate training shifts for counselors
  • Maintain attendance, performance, and quality assurance
  • Manipulate several programs to document reports and any other issues properly as well as review chats and counselor activity
  • Attend regular meetings and trainings as required by management
  • Host weekly meetings with my team of 14 counselors to ensure they are aware of any policy changes or updates
  • Take over chats/texts when necessary and as needed
  • Coach, address concerns and have regular 1:1 conversation with counselors.

988 Digital Crisis Intervention Supervisor

Insight Global
08.2022 - 05.2023
  • Support counselor staff before, during and after texts and/or chats with LGBTQ+ Youth in crisis
  • Directly supervise counselors as they respond to texts/chats to ensure policy is being followed
  • Ensure adherence to policies and protocols and coach around this of that is not being done
  • Facilitate training shifts for counselors
  • Maintain attendance, performance, and quality assurance
  • Manipulate several programs to document reports and any other issues properly as well as review chats and counselor activity
  • Attend regular meetings and trainings as required by management
  • Host weekly meetings with my team of 13 counselors to ensure they are aware of any policy changes or updates
  • Take over chats/texts when necessary and as needed
  • Coach, address concerns and have regular 1:1 conversation with counselors.

Emergency Dispatcher

Belimed Infection Control
02.2022 - 07.2022
  • Answer in coming calls from customers and create work orders or direct them to the correct department they need to go to
  • Work emails from highest priority to least priority and create work orders, quotes, preventative maintenance tickets and dispatch them to the technician in SAP
  • Ability to multitask and prioritize work queues
  • Remain professional and always communicate effectively
  • On call requirements once every three weeks requiring availability by work mobile phone and laptop.

Account Manager

Class Valuation
06.2021 - 02.2022
  • Manage customer accounts
  • Return messages from clients and appraisers with any updates
  • Change account statuses as necessary and update orders as needed
  • Communicate with other departments in a clear, concise manner
  • Address any issues that arise on any orders.

Lead Public Safety Dispatcher

RTD Transit Police Dispatch
06.2018 - 05.2021
  • Receive non emergent and emergency calls from the public requesting police, security, fire, medical or other emergency/non-emergency services
  • Determine the nature and location of the emergency and dispatch assistance in accordance with established procedures
  • Maintain contact with police and security officers via computer aided dispatch systems, gps and video surveillance when on a call
  • Direct all units on calls and maintain status and location of police and security personnel and resources
  • Monitor district-wide CCTV systems for illegal or dangerous activities
  • Operate a variety of communications equipment, including radio consoles, telephones and computer systems and programs
  • The ability to run clearances on subjects as requested by sworn personnel in the CCIC/NCIC system OpenFox
  • Maintain a certain amount of CDE hours to keep current on emergency dispatching protocols and certifications
  • Coordinate employees, both sworn and civilian in getting CCIC/NCIC certifications and access to the system
  • This includes arranging for fingerprints, testing, and maintaining current records to ensure our agency is complying both state and federally
  • Lead Dispatcher duties since 8/25/2019
  • Assist in the writing and re-writing of standard operating procedures
  • Coordinate and publish schedules for 15 dispatchers and other staff
  • Supervise dispatchers to ensure proper procedures are being followed
  • Assist in maintaining system programs to ensure they are in working order and up to standards
  • Manipulate and monitor over 3500 CCTV cameras to visually see incidents that are occurring on property that officers are sent to
  • Report any cameras or programs that are not working to the appropriate department or person
  • Attend regular management meetings and leadership meetings to keep up to date on staffing and personnel issues or changes in SOP’s
  • Address any personnel issues in a constructive, professional manner having 1:1 face to face conversations with staff
  • Communicate and be transparent with line level dispatchers regarding changes in policy, schedules, or other items as they come up
  • Trainer duties as assigned
  • Create and maintain curriculum for a course about CCIC/NCIC for new hires
  • Create and implement CCIC/NCIC SOP’s and teach an 8-hour class on how to use the system and air the information obtained from the system
  • Mini max program sit in’s and educate other divisions about our dispatch duties
  • Head up the CAD (Computer Aided Dispatch) committee and having weekly meetings to build the software from the ground up making it more effective for dispatch staff to use
  • Other duties as assigned.

Emergency Dispatcher (EMS) Part-time

Falck Rocky Mountain
10.2016 - 07.2018
  • Answer and prioritize non-emergency and emergency calls from hospitals, the public or other emergency dispatch centers
  • Send the appropriate emergency medical services response to the scene of an emergency call received in under 2 minutes
  • Pay attention to detail and be articulate when dispatching calls over the radio to units in the field
  • Ability to remain calm in times of high call volumes and radio traffic
  • Ability to communicate in times of high stress.

Customer Service Representative

Vortex Doors
04.2018 - 06.2018
  • Answer all incoming calls from customers answering questions they may have or creating new maintenance request
  • Bill for services rendered for repairs and parts
  • Dispatch technicians to different sites for repair or maintenance requests
  • Data entry duties
  • Customer Service skills a must
  • Be organized and pay attention to detail
  • Communicate with co-workers regarding urgent requests.

Dispatcher

Westside Towing
10.2017 - 04.2018
  • Keep track of tow trucks and drivers by GPS, phone and Voxer radio
  • Communicate pleasantly with customers over the phone and sometimes in person
  • Send and dispatch drivers to AAA, insurance company requests, law enforcement and personal requests for tows, tire changes, jump starts, auto unlocks and other types of service via phone, AAA software, tow book and other means necessary
  • Filing paperwork, answer phone lines, sometimes multiple lines at one time
  • Acknowledge and communicate with drivers over Voxer and by phone
  • Fill out paperwork, collect paperwork from drivers, take payments over the phone or radio called in by either the customer or driver
  • Work solo on site and make sure everything needed is complete and detailed for the next shift who relieves me.

Public Safety Dispatcher

Littleton Police Department
03.2009 - 07.2017
  • Multi-tasking skills
  • Customer Service skills with citizens, police officers and other clientele
  • Teamwork and communication skills are crucial
  • Ability to adapt when systems crash, or the center goes down and you need to move to the backup center that is off site
  • Be extremely familiar with boundaries of the city as well as bordering jurisdictions to ensure that calls for service can be dispatched on in a timely manner by both Littleton, and a surrounding jurisdiction if the call needs to be transferred
  • Type at least 35 wpm
  • Answering multiple phone lines to include emergent 911’s and non-emergent calls
  • Prioritize calls as they come in and transfer them, if need be, to different departments in the City Center or other police or fire jurisdictions
  • Dispatch and keep track of officers and other branches of the police department and city on several radio channels and in CAD
  • Keep track of pass down in google docs and send emails with important information that the department needs to be aware of
  • Perform other data entry assignments including entries in the NCIC/CCIC system, the records management system all for missing people, stolen vehicles, stolen plates, tagged vehicles, and impounded or repossessed vehicles
  • File all paperwork that comes in from the courts regarding warrants, and any entries done into the local and nationwide databases
  • Run people for warrants and driver's license status, drivers’ history, and criminal history, as well as obtain registration information on vehicles all via NCIC/CCIC
  • Train new dispatchers as needed on both phones and radios
  • Help build the training curriculum based around agency needs
  • Fill out all paperwork that is for property, warrants and other entries as necessary
  • Flexibility to work weekends, holidays and more that 10-hour shifts if coverage is needed
  • Communicate effectively by email, in writing or verbally to ensure that everyone is aware of any crucial situations that may need more attention later, or in the current time frame
  • Other duties as assigned.

Education

High School Diploma -

Wasson High School
Colorado Springs, CO
05.1999

Skills

  • Mental health awareness
  • Client Confidentiality
  • Suicide Prevention
  • De-Escalation Techniques
  • Empathy Display
  • Crisis interventions
  • Documentation skills
  • Reflective listening
  • Mental Health Assessment
  • Safety Planning
  • Inbound Call Management
  • Boundary Setting
  • Teamwork and Collaboration
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Organizational Skills
  • Team Collaboration
  • Active Listening
  • Effective Communication
  • Adaptability and Flexibility

References

Given upon request.

Timeline

First Shift Regional Crisis Worker

Insight Global
03.2024 - Current

Junior Client Care Professional

EclipseDOT
01.2024 - 02.2024

988 Digital Crisis Services Team Lead

The Trevor Project
05.2023 - 08.2023

988 Digital Crisis Intervention Supervisor

Insight Global
08.2022 - 05.2023

Emergency Dispatcher

Belimed Infection Control
02.2022 - 07.2022

Account Manager

Class Valuation
06.2021 - 02.2022

Lead Public Safety Dispatcher

RTD Transit Police Dispatch
06.2018 - 05.2021

Customer Service Representative

Vortex Doors
04.2018 - 06.2018

Dispatcher

Westside Towing
10.2017 - 04.2018

Emergency Dispatcher (EMS) Part-time

Falck Rocky Mountain
10.2016 - 07.2018

Public Safety Dispatcher

Littleton Police Department
03.2009 - 07.2017

High School Diploma -

Wasson High School

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Erica Schilling