Heather Winfield
Las Vegas
Summary
Experienced Communications Specialist with extensive background in emergency response, crisis communication high-stress call management, and public service. Skilled in conducting detailed interviews, assessing emotional and situational risk factors, coordinating emergency resources, and maintaining accurate documentation in fast-paced environments. Proven ability to remain calm while assisting individuals in crisis, multitasking across multiple communication systems, and collaborating with law enforcement, emergency responders, and support agencies. Strong background in medical services, customer support, and working with vulnerable populations, including Veterans and individuals experiencing mental health or emotional distress.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Communications Specialist
Las Vegas Metropolitan Police Department
Las Vegas, NV
06.2016 - Current
- Answering emergency and non emergency calls while assessing caller safety, emotional state, and urgency of response needs.
- Utilize active listening and de-escalation techniques to keep callers engaged and calm during high-stress incidents.
- Coordinate emergency response resources and communicate critical safety information to officers and first responders.
- Maintain accurate and timely documentation using CAD and enhanced 911 systems while simultaneously managing multiple communication channels.
- Provide appropriate referrals and resource information to citizens requiring additional assistance or support services.
- Work Collaboratively with law enforcement personnel, supervisors, and emergency responders to ensure public safety and continuity of care.
- Handle emotionally charged situations involving mental health crises, domestic violence, suicidal subjects, and individuals in distress.
Financial Program Specialist
Customs and Border Protection
Indianapolis, IN
08.2009 - 05.2010
- Oversaw transaction monitoring and data entry processes to maintain accuracy. Led efforts to rectify transaction errors and improve data integrity. Managed secure information storage within computer systems.
- Led weekly team meetings with nine participants to oversee and validate transaction contributions. Collaborated with branch chiefs to present data insights using graphs and employee performance charts.
- High security clearance, dealt with inside and outside customers, answered multi line phones, dealt with billion dollar accounts
Medical Assistant
Unity Physicians Group
Indianapolis, IN
12.2008 - 05.2010
- Conducted patient intake interviews, gathered medical information, and documented patient histories and vital signs.
- Took vitals, gave shots, phlebotomy, gave medications, did EKG’s, prepped for procedures, autoclave
- Maintained confidential patient records in compliance with HIPPA regulations.
- Worked in fast-paced clinical environments requiring multitasking, attention to detail, and effective communication.
Accounting Technician
Customs and Border Protection
Indianapolis, IN
10.2005 - 08.2009
- Validate, monitor, and maintain incoming transactions for disbursements, reimbursable orders, and rejected transactions, research discrepancies between ledgers and make adjustments
- Interact extensively with people both inside and outside of my organizations to resolve difficult or unique work-related problems and complex technical issues
- Install, train, and troubleshoot new programming at various port locations
Education
Associate’s of Science - Medical Assistant
Indiana Business College
Indianapolis, IN12.2008
Bachelor’s of Science - Kinesiological Sciences
University of Nevada, Las Vegas
Las Vegas, NV12.2002
Skills
- Crisis Intervention & De-escalation
- Emergency Call Handling
- Suicide/Mental Health Crisis Support
- Risk Assessment &Information Gathering
- Active Listening & Interviewing Techniques
- Multi-tasking in High-Stress Environments
- Documentation & Record Management
- CAD & Enhanced 911 Systems
- Veteran & community Resource Referrals
- HIPPA Compliance
- Strong Written & Verbal Communication
Certification
- Red Cross Certified
- EMT I National Certified
- HIPPA Certified
Timeline
Communications Specialist
Las Vegas Metropolitan Police Department
06.2016 - Current
Financial Program Specialist
Customs and Border Protection
08.2009 - 05.2010
Medical Assistant
Unity Physicians Group
12.2008 - 05.2010
Accounting Technician
Customs and Border Protection
10.2005 - 08.2009
Bachelor’s of Science - Kinesiological Sciences
University of Nevada, Las Vegas
Associate’s of Science - Medical Assistant
Indiana Business College