Jacquelyn Coulthard
Warren,OR
Summary
Highly organized with over ten years of dispatch experience, with seven of that being in 911 call centers. As an individual and team member, I helped garner numerous awards for MEDIC Mecklenburg EMS Agency in Charlotte, NC. The agency was considered to be one the best dispatches in the nation in my time and still is to this day. Having four straight years of achieving 100% customer service from EMD/EFD evaluators, I show an ideal amount of authority, patience, and sincerity with every call I handle. In my last year with the agency they began awarding a patient survival award for call takers that started out with a cardiac arrest call and ended with a patient surviving at the hospital. I had the second most positive outcomes out of a near 30 member team with 39 saves in a single year. Also serving on the omega project of using home based RN’s to field non emergency 911 calls so we would be able to save the ambulance for actual emergencies. When I left the comm center it was fielding 1,000,000 calls for services a year.
Overview
21
21
years of professional experience
Work History
Dispatcher promoted to Operations Supervisor-Lieutenant
Arcadia Security
05.2022 - 05.2023
- Streamlined dispatch operations - hiring from within a new supervisor that was able to use guidelines I put in place from experience with 911 dispatching to improve the customer outcome from dispatched calls by 30% and employee retention by 70%
- All dispatchers on the team that I selected out of the group that I had, plus the two applicants that I hired myself, are still in their positions and quite happy to be there
- Responsible for scheduling, training, hiring, on-boarding, client communication and negotiation, line-ups, recertification reminders, community outreach, meetings, employee retention, and meeting with clients for security survey of properties
- Proficient in all Microsoft office programs/OneDrive/Google/CADD Documentation of any security issues that happened over 270 properties and 48 employees
- Live video retrieval from body cams, recorded incident loss, reports to all safety agencies for requests for evidence
- Investigations of any employee misconduct or property crimes for clients, including bodycam footage retrieval, interviewing, and getting all evidence collected to Police or Fire investigators
- Coverage of call outs from Executive to Patrol or On-site.
Third Shift Caregiver
Brookdale Rose Valley
11.2021 - 05.2022
- Responsible for welfare of forty-seven residents
- Responding to needs on a routine and call basis
- Taking proper action when an emergency arose
- Mother-in-law had moved to the facility for care
- I could not volunteer/family not allowed due to Covid
- Instead I worked the third shift where her dementia presented the most
- It kept her much calmer and happier until her passing in March of 2022
Family Caregiver
03.2019 - 11.2021
- Responsible for all aspects of mother-in-law’s medical care and general wellbeing
- 24 hour care for safeguarding due to dementia and other mental illnesses.
911 Dispatcher/EMT/Non-emergency ambulance coordinator
MEDIC, Mecklenburg EMS Agency
01.2005 - 02.2010
- Our team handled over 1,000,000 calls a year with a fleet of 75 ambulances and a crew of 600, we served the county fire and county/Charlotte, NC city EMS dispatch
- HIPAA certification 2005-2010, EMD/EFD Certification with Honors 2005-2010, EMT Certification from PCC Matthews 2008-2010
- Dispatching correct apparati, information/direction, and keeping up with the unit until it cleared the hospital or scene
- Working multiple shifts whenever needed
- Overtime on every paycheck for five years
- 100% customer service rating on emergency medical dispatch(EMD) 98% for five years
- Coverage for Non-Emergency Dispatcher/Appointment Setter
- Insurance verification with accounts payable
- All 911 calls were answered by third ring
- Handle all callers with dignity and respect
- Show them kindness while calming them down to be able to answer questions or follow life saving instructions to help the person they were calling about.
Team Leader
CPI Security
02.2004 - 01.2005
- Responding to home and business alarm calls
- Answering immediate questions on the floor
- Setting up and confirming home and commercial accounts
- Performing routine equipment checks - UPS/CADD Upgrade/Servers
911 Telecommunicator
Columbus Police Department
01.2002 - 01.2004
- Answering 911 incoming calls
- Dispatching proper emergency responders
- Conducted research based on officer requests to run plates, check for warrants, etc.
Education
EMT certification -
Central Piedmont Community College
01.2009
Adult Education Cores Course -
Central Piedmont Community College
01.2008
GED -
Terry Sanford Senior High
01.1995
Skills
- Emergency Response Crisis Management
- Police Codes
- Memorization
- Conflict Resolution
- Multi-tasking
- Geography
- Capable of calming and instructing with the ability to pick up on details in fast paced conversations
Timeline
Dispatcher promoted to Operations Supervisor-Lieutenant
Arcadia Security
05.2022 - 05.2023
Third Shift Caregiver
Brookdale Rose Valley
11.2021 - 05.2022
Family Caregiver
03.2019 - 11.2021
911 Dispatcher/EMT/Non-emergency ambulance coordinator
MEDIC, Mecklenburg EMS Agency
01.2005 - 02.2010
Team Leader
CPI Security
02.2004 - 01.2005
911 Telecommunicator
Columbus Police Department
01.2002 - 01.2004
EMT certification -
Central Piedmont Community College
Adult Education Cores Course -
Central Piedmont Community College
GED -
Terry Sanford Senior High