Heather Burrell
baldwin,Georgia
Summary
Dynamic 911 Emergency Dispatcher with Hall County 911, recognized for enhancing response efficiency and accuracy in high-pressure situations. Expert in computer-aided dispatching and critical thinking, I successfully improved call handling times while maintaining exceptional customer service and empathy during emergencies. Proven ability to prioritize effectively and support first responders in crisis scenarios.
Overview
3
3
years of professional experience
Work History
911 Emergency Dispatcher
Hall County 911
Hall County,ga
05.2024 - 04.2025
- Responded to emergency calls, assessing situations to determine appropriate response protocols.
- Operated multi-line phone systems, efficiently managing high-volume call traffic.
- Coordinated with law enforcement and emergency services to dispatch resources effectively.
- Maintained accurate records of calls and incidents within computer-aided dispatch system.
- Provided support during crisis situations, demonstrating composure and quick decision-making skills.
- Monitored active incidents, ensuring timely updates for response teams on scene.
- Utilized radio communication systems to relay critical information to first responders.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate resources.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Increased dispatcher efficiency with thorough knowledge of jurisdictional geography, ensuring optimal routing for first responders.
- 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.
- Read system maps and caller information, and documented details in system.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Streamlined data entry processes through mastery of specialized software applications used within the 911 Emergency Dispatcher field for faster call handling times.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
- Strengthened teamwork among dispatch staff through collaboration on complex cases requiring coordinated efforts from multiple agencies.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Assisted in the implementation of new technologies and software upgrades by providing valuable feedback to IT specialists based on hands-on experience.
- Contributed to improved overall call center performance by consistently meeting or exceeding key performance metrics in areas such as response time and accuracy rates.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Continuously updated knowledge of changing policies, procedures, and technologies within the 911 Emergency Dispatcher field through ongoing professional development opportunities.
- Supported public safety initiatives by actively participating in community outreach events and sharing valuable information with local residents.
- Collaborated with supervisors to identify areas of improvement within departmental procedures, leading to enhanced operational efficiency.
- Assisted in the development of new training programs for incoming 911 Emergency Dispatchers to enhance performance levels.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered calls from automatic routing system and took basic information from callers.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Followed established protocols for professional handling of emergency situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Assisted callers in emergency situations with appropriate information and support.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Reduced risks and emergency response issues by observing public safety field units.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
Dispatch/Clerk/Typist
Habersham County Sheriff's Office
Habersham, Ga
05.2022 - 05.2024
- Operated multi-line phone systems to efficiently manage incoming emergency and non-emergency calls.
- Coordinated communication between law enforcement, emergency personnel, and public for optimal response times.
- Entered detailed incident reports into dispatch software, ensuring accuracy and timely data retrieval.
- Monitored radio communications for real-time updates on ongoing situations and dispatched units accordingly.
- Implemented process improvements that enhanced response efficiency during peak call volumes.
- Collaborated with local agencies to streamline interdepartmental communication and resource allocation during emergencies.
- Handled complaints and inquiries from public to resolve or report to proper department.
- Maintained a clean and orderly dispatch area, fostering a professional environment conducive to productivity and team morale.
- Boosted customer satisfaction with prompt resolution of inquiries, complaints, and special requests.
- Appeared in court for departmental actions related to witnessed dispatch and responder events.
- Maintained contact with units on assignment to provide further assistance and support when needed.
- Operated law enforcement communications equipment and NCIC database to facilitate information to [Type] department.
- Typed police reports and incident reports for department and processed files.
- Performed routine administrative work with customer assistance, cashiering and data.
Education
GED -
Lanier Technical College
Oakwood, GASkills
- Patience and tolerance
- Memory retention
- Prioritization
- Situational awareness
- Typing speed
- Information gathering
- Problem-solving
- Critical thinking
- Works Well Under Pressure
- Active listening
- Stress tolerance
- Computer skills
- Decision-making
- Data entry proficiency
- Call management
- Information documentation
- Data entry
- Information gathering and relay
- Computer-aided dispatching
- EMS dispatch
- Basic life support
- Multitasking and prioritization
- CPR and first aid
- Emergency support
- Emergency medical dispatch (EMD)
- Communications training officer (CTO)
- Information security
- NCIC database
- Public safety telecommunicator (PST)
- Public safety telecommunicator
- Documentation and reporting
- Call records maintenance
- Emergency medical dispatch
- Flexible schedule
- Dispatch coordination
- Time management
- Attention to detail
- Call prioritization
- Problem-solving abilities
- Listening skills
- Multitasking
- Organizational skills
- Effective communication
Timeline
911 Emergency Dispatcher
Hall County 911
05.2024 - 04.2025
Dispatch/Clerk/Typist
Habersham County Sheriff's Office
05.2022 - 05.2024
GED -
Lanier Technical College