Heather Moser
Denver,PA
Summary
Telecommunications specialist with extensive experience at Lancaster County DPS - Communications, recognized for a proven track record in training new hires and enhancing team collaboration. Expertise in computer-aided dispatching and active listening contributes to efficient emergency response and operational excellence. Committed to maintaining high standards of customer service while adeptly navigating complex problem-solving scenarios in fast-paced environments. Results-driven professional dedicated to fostering a culture of teamwork and continuous improvement.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Telecommunications Specialist
Lancaster County DPS - Communications
Manheim, USA
01.2006 - Current
- Collaborated with Scope team since 2007, supporting dispatchers by answering program-related questions and ensuring timely entry and removal of wanted persons in the system.
- Trained new hires since 2007 in active call taking and police radio dispatching, enhancing team readiness and response capabilities.
- Retrain, review and re-assess poor performing telecommunicators and provide overall assessment to management.
- Engage callers on the phone while entering their information into the CAD for the emergency responders.
- Maintain various professional certifications and clearances for work proficiency.
- Provide an overview of SOP and policies to new hires and stress their importance.
- Contributed to rewriting DOR requirements for Fire Board training, improving clarity and compliance in training protocols.
Civilian Aide
Manheim Township Police Department
Lancaster, USA
01.2019 - Current
- Maintain evidence in evidence rooms, upholding integrity and security of materials.
- Organized and purged evidence, ensuring accurate documentation and compliance with regulations.
Education
Bachelor of Science - Occupational Safety and Environmental Health
Millersville University
Millersville, PA05-2003
Skills
- Computer-aided dispatching
- Crisis management
- Quick decision-making
- Problem solving
- Attention to detail
- Customer service excellence
- Fast-paced multitasking
- Time management
- Team collaboration
- Active listening
Certification
- Pennsylvania State Police - JNET
- National Crime Information Center - NCIC/Clean
- Proboard Telecommunicator 1
- Proboard Telecommunicator 2
- International Academy of Emergency Dispatch - EMD
- Project Lifesaver
- Red Cross - CPR Certification
- ICS 300/400
Timeline
Civilian Aide
Manheim Township Police Department
01.2019 - Current
Telecommunications Specialist
Lancaster County DPS - Communications
01.2006 - Current
Bachelor of Science - Occupational Safety and Environmental Health
Millersville University