Geraldine Franco
Calimesa,CA
Summary
Dedicated Police & Fire Dispatcher II bringing almost 20 years of experience prioritizing emergency calls to dispatch appropriate services. Communications Training Officer, EMD certified, and Lead Dispatcher in absence of a Supervisor. Calm, compassionate and kind professional with in-depth knowledge of multi-line telephone systems and basic office equipment. Skillful in handling high-tension, emergency situations while accurately relaying information to public safety personnel. Four years experience managing a dispatch center and records ensuring the budget, training, policies and procedures were adhered to. Previous experiences as a project manager for a large scale interoperable radio system.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Public Safety Dispatcher II
Riverside Police Department
12.2023 - Current
- Enhanced emergency response efficiency by accurately and promptly dispatching appropriate resources to incidents.
- Reduced response times for critical incidents by maintaining clear communication channels with responding units.
- Improved public safety by effectively managing multiple phone lines and radio frequencies simultaneously.
- Increased situational awareness for first responders with accurate and timely information relayed from callers.
- Supported fellow dispatchers during high-stress situations, promoting teamwork, and fostering a positive work environment.
- Contributed to a safer community by consistently prioritizing and triaging incoming calls based on urgency.
- Handled sensitive information with discretion, adhering to confidentiality guidelines and protecting privacy rights.
- Provided life-saving instructions over the phone to callers in distress while awaiting first responder arrival on scene.
- Streamlined communication between field units by relaying pertinent information quickly and clearly using proper radio etiquette.
- Assisted in updating department policies related to emergency communications technology usage for improved effectiveness.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Remained calm in very high-pressure situations and kept callers on line until law enforcement arrived on scene.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Community Service Officer - CSB/Media/PIO
Riverside Police Department
01.2023 - 12.2023
- Promoted positive community relations by attending various events as a representative of the police department.
- Collaborated with other agencies to address ongoing community issues, such as homelessness or substance abuse.
- Provided exceptional customer service to citizens in need, addressing their concerns with empathy and professionalism.
- Protected vulnerable populations from harm through routine welfare checks on elderly, disabled, or at-risk individuals within the community that were YANA participants.
- Demonstrated commitment to professional growth by participating in ongoing training and development programs, maintaining up-to-date knowledge of best practices within the field.
- Served as the Youth Court Liaison by attending court hearings and presenting reports and recommendations.
- Managed crisis communications during emergencies, ensuring accurate and timely information dissemination.
- Improved media relations for the organization, cultivating partnerships with local press outlets and social media outlets.
- Developed key messages and talking points for executive leadership to use in media interviews and presentations.
- Monitored media coverage of the organization, identifying opportunities for proactive engagement.
- Created informative press releases that garnered positive media attention, promoting the organization''s achievements and initiatives.
- Executed social media plans to create cohesive online presence.
- Helped with photo and video production and performed visual and sound editing tasks.
- Forged strong media relationships to further public relations goals.
- Developed brand media relations strategies that bolstered community awareness and knowledge.
- Developed and implemented social media strategy to increase engagement and reach new audiences.
- Created and executed targeted PR campaigns to raise awareness of organization and initiatives.
- Facilitated press conferences and other outreach events to raise visibility of organization.
Public Safety Dispatcher II
Riverside Police Department
01.2015 - 01.2023
- Increased situational awareness for first responders with accurate and timely information relayed from callers.
- Assisted in the development of new dispatcher training programs, resulting in more efficient onboarding processes.
- Supported fellow dispatchers during high-stress situations, promoting teamwork, and fostering a positive work environment.
- Maintained up-to-date knowledge of local geography, landmarks, and jurisdictional boundaries for accurate dispatching decisions.
- Coordinated multi-agency responses to large-scale emergencies, ensuring seamless collaboration between agencies for optimal outcomes.
- Handled sensitive information with discretion, adhering to confidentiality guidelines and protecting privacy rights.
- Provided life-saving instructions over the phone to callers in distress while awaiting first responder arrival on scene.
- Remained calm in very high-pressure situations and kept callers on line until law enforcement arrived on scene.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Requested law enforcement, fire and ambulance services for emergency calls.
- Fielded 911 emergency and non-emergency calls and determined level of support that was needed for response.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Police Dispatcher
Beaumont Police Department
07.2011 - 01.2015
- Enhanced response times by efficiently prioritizing and dispatching emergency calls.
- Improved communication between officers and dispatchers through regular training sessions on radio etiquette.
- Maintained a high level of accuracy in data entry, ensuring all incident reports were complete and update.
- Contributed to department''s overall safety by consistently monitoring officer locations and providing timely assistance when needed.
- Supported public safety initiatives by gathering relevant data from callers for accurate dispatching of appropriate resources.
- Handled sensitive situations with professionalism, maintaining confidentiality while collecting necessary information from callers for effective intervention.
- Promoted a positive work environment by fostering collaboration among team members and encouraging open communication channels within the department.
- Managed high-stress situations effectively, utilizing active listening skills and empathy to provide support to those involved in emergencies or traumatic events.
Public Safety Dispatch Supervisor
Indio Police Department
06.2007 - 07.2011
- Enhanced emergency response times by streamlining dispatch processes and implementing efficient communication protocols.
- Reduced dispatcher turnover rates through effective training, mentoring, and ongoing support for team members.
- Improved interdepartmental collaboration by coordinating with local law enforcement, fire departments, and medical services to ensure seamless public safety operations.
- Boosted dispatcher performance by developing comprehensive training programs that emphasized critical thinking and decision-making skills.
- Promoted a positive work environment by fostering open communication among team members and addressing workplace concerns promptly.
- Developed innovative strategies to improve overall call handling efficiency while maintaining high-quality service standards for callers in distress.
- Managed the department budget responsibly while ensuring essential equipment needs were met without compromising operational efficiency or public safety response capabilities.
- Facilitated teamwork among dispatchers by creating and putting into play a three day team building workshop for the dispatch center to attend for training.
- Ensured timely response to citizen inquiries and complaints regarding dispatch services, addressing concerns with professionalism and empathy.
- Demonstrated exceptional leadership skills by effectively managing a team of dispatchers during high-stress situations, maintaining composure under pressure while ensuring public safety objectives were met.
- Ensured compliance with federal, state, and local regulations regarding emergency communications systems and practices.
- Served as a project manager for the ERICA Radio System.
- Worked hand in hand with Motorola and Cyrun, consistently making sure that the radio and CAD systems were working effectively.
Public Safety Dispatcher II
Riverside Police Department
09.2001 - 05.2006
- Increased situational awareness for first responders with accurate and timely information relayed from callers.
- Enhanced emergency response efficiency by accurately and promptly dispatching appropriate resources to incidents.
- Reduced response times for critical incidents by maintaining clear communication channels with responding units.
- Assisted in the development of new dispatcher training programs, resulting in more efficient onboarding processes.
- Supported fellow dispatchers during high-stress situations, promoting teamwork, and fostering a positive work environment.
- Maintained up-to-date knowledge of local geography, landmarks, and jurisdictional boundaries for accurate dispatching decisions.
- Coordinated multi-agency responses to large-scale emergencies, ensuring seamless collaboration between agencies for optimal outcomes.
- Handled sensitive information with discretion, adhering to confidentiality guidelines and protecting privacy rights.
- Participated in regular training sessions to maintain certifications and stay current with industry best practices.
- Streamlined communication between field units by relaying pertinent information quickly and clearly using proper radio etiquette.
- Assisted in updating department policies related to emergency communications technology usage for improved effectiveness.
Fire Dispatcher
Riverside County Fire Department
02.2000 - 09.2001
- Enhanced emergency response times by efficiently dispatching fire and medical units to incidents.
- Improved communication between first responders and dispatch center through regular training sessions.
- Maintained accurate records of dispatched units for streamlined incident management and analysis.
- Collaborated with other emergency service agencies to coordinate multi-agency responses, ensuring seamless operations during emergencies.
- Provided critical information to first responders with timely updates on evolving situations for informed decision making.
- Managed high-stress work environment by maintaining composure and professionalism during emergency situations, ensuring efficient operations.
- Monitored multiple computer systems simultaneously for real-time situational awareness during emergency events, allowing for informed decision-making under pressure.
- Directed responders using assigned mapping systems for timely emergency attendance.
Education
Criminal Justice
Riverside City College
Riverside, CACriminal Justice
College of The Desert
Palm Desert, CABachelor of Science - Communications
California Coast University
Santa Ana, CA06.2025
Skills
- Technical Aptitude
- Information Gathering
- Radio Communications
- Law Enforcement Policies -
- Proficient in Microsoft Outlook, Microsoft Excel, Microsoft Word, & Skilled in social media team work and knowledgeable in various forms of public engagement through social media platforms
- Records Management
- Effective Communication
- Stress Management
- Attention to Detail
- Customer Service
- Empathy and Compassion
Current Full Access CLETS Operator, Emergency
Medical Dispatcher Certification
Certification
Advanced POST Certificate
Intermediate POST Certificate
Communications Supervisor Certificate
Civilian Management Course
Assertive Supervision
Support K-9 Handler Certification
Several Social Media & PIO certifications
References
References available upon request.
Timeline
Public Safety Dispatcher II
Riverside Police Department
12.2023 - Current
Community Service Officer - CSB/Media/PIO
Riverside Police Department
01.2023 - 12.2023
Public Safety Dispatcher II
Riverside Police Department
01.2015 - 01.2023
Police Dispatcher
Beaumont Police Department
07.2011 - 01.2015
Public Safety Dispatch Supervisor
Indio Police Department
06.2007 - 07.2011
Public Safety Dispatcher II
Riverside Police Department
09.2001 - 05.2006
Fire Dispatcher
Riverside County Fire Department
02.2000 - 09.2001
Criminal Justice
Riverside City College
Criminal Justice
College of The Desert
Bachelor of Science - Communications
California Coast University
Advanced POST Certificate
Intermediate POST Certificate
Communications Supervisor Certificate
Civilian Management Course
Assertive Supervision
Support K-9 Handler Certification
Several Social Media & PIO certifications
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