Heather Rizzo

Navigated multiple computer systems and applications and utilized search tools to find information.

Maintained confidentiality when handling sensitive customer information.

Demonstrated strong communication skills while interacting with customers over the phone, via email, or in person.

Employed active listening techniques to understand customers' needs and provide appropriate solutions.

Monitored incoming emails and calls promptly and responded within designated time frames.

• Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
• Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
• Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
• Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
• Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
• Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
• Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
• Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
• Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
• 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.
• Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
• Routed calls to police, fire, and ambulance service to meet individual call needs.
• 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.
• Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
• Monitored Police and Fire radios to provide assistance to responding personnel.
• Assessed emergency requests and made quick judgment calls to determine appropriate action.
• Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
• Followed established protocols for professional handling of emergency situations.
• Provided on-the-job training and coaching to develop new dispatchers.
• Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
• Assisted callers in emergency situations with appropriate information and support.