Janelle Johnson
Transit Scheduler
Waldorf,MD
Summary
General Clerk With 6+ years of experience assisting with and fulfilling organizational needs and requirements. A proven track record of using my excellent personal, communication, and organizational skills to lead and improve HR departments, recruit excellent personnel, and improve department efficiencies. Team player with excellent communication skills, high quality of work, driven, and highly self-motivated. Strong negotiating skills business acumen and ability to work independently.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Transit Scheduler
Prince George’s County Department of Public Works & Transportation
District Heights, MD
03.2020 - Current
- Managed and organized daily trips for on-demand response services efficiently and timely.
- Receives, records, and logs telephone requests from transit patrons, other jurisdictional providers, coordinators, and contractors for the provision of paratransit services.
- Leveraged mobile dispatching app to access passenger requests.
- Documented passenger details, travel routes, and vehicle conditions.
- Addressed and resolved passenger issues to enhance future services.
- Document daily demand-response, on-call, ADA, and paratransit trips using software.
- Acted as a vital team member in emergency response and special activities for the Department.
- Oversaw snow removal activities to maintain effective service standards for residents of Prince George’s County.
- Coordinated Department of Family Services Senior Nutrition Program.
- Efficient at PowerPoint presentations, Excel spreadsheets, Microsoft Word, Outlook, Access, and Adobe.
- Collected ridership data alongside details of the dialysis program and Late Cancellation/No-Show Policy.
- Managed scheduling logistics for weekly Paratransit operations.
- Managed inventory and procurement of office supplies and uniforms for the Paratransit team.
- Organized virtual meetings with staff and directors using Teams or Zoom.
- Trained employees on reservation processes, trip bookings, and NOVUS system entry.
- Ensured daily updates and maintenance of software on tablets for paratransit drivers.
- Facilitate selection of qualified entry-level, professional, and technical applicants.
- Offered reception coverage to relieve staff during absences or breaks.
General Clerk
Prince George’s County Department of Family Services
Suitland, MD
02.2018 - 03.2020
- Process intake forms for seniors for transportation services and the Senior Nutrition homebound meal program and to various senior centers throughout the county
- Receive and log seniors' needs for food and home necessities
- Maintain a financial tracking log of Meals on Wheels and for the senior transportation services
- Coordinated meetings with adjoining agencies
- Maintain accurate records and weekly reports of meals served at the Nutrition Site and make daily bank deposits as required
- Call in weekly meal orders promptly and maintain a reservation list for participants
- Regularly and routinely communicate with partner agencies (At the Senior Centers) to share and plan programs to support special events and coordinate meals for such events
- Ensure the completion of annual registration forms, special event registration forms, and new client registration forms and submit them to the administrative office as required
- Support and coordinate programs, activities and special events or departmental activities and actively participate in planning and providing support for such events
- Assist with the distribution of the Senior Farmer's Market Program at designated Nutrition Sites
911 Emergency Call Taker/Dispatcher
Prince George’s County Public Safety Communications
Bowie, MD
08.2003 - 02.2018
- Operates a work station comprised of multiple computer systems including Automatic Call Distribution (ACD) 9-1-1 emergency and non-emergency telephone system, geographical mapping tools (GIS and aerial photography), Computer Aided Dispatch, and other repositories for critical information to answer, triage and process incoming emergency and non-emergency calls of service
- Initiates calls for service, utilizing appropriate protocols, provides pre-arrival instructions including CPR instructions, when appropriate
- Receives incoming requests for emergency and non-emergency assistance, determines the type of service(s) required and initiates calls for service in accordance with emergency dispatch protocols and Public Safety Communication (PSC), Police, Sheriff's, Fire/EMS and other public safety agencies' policies
- Receives calls via the radio, 9-1-1 system or telephone while using an issued headset or other computer-based communication equipment and processes/records pertinent information according to agency procedures and protocol
- Makes computer inquiries and be able to interpret the information that is received from the various agencies via the computer
- Operates the various technical systems and equipment necessary to obtain and properly process 9-1-1 calls for service
- Provides emergency pre-arrival and post-arrival instructions to the caller to mitigate or lessen the impact of their emergency prior to arrival of public safety responders
- Gathers, classifies, and supplements pertinent information obtained from caller(s) and enters it into the CAD system, consistent with appropriate protocols
- Utilizes life support protocols, as authorized under the Maryland Emergency Medical Dispatch license/certification to provide appropriate instructions to caller
- Establishes communications with hearing impaired callers through the Maryland Relay 7-1-1 telephone system
- Identifies non-English speaking callers and utilizes the language translation service as necessary to complete call processing
- Utilizes the NCIC, METERS and other related computer data bases to obtain information on criminal history, arrest warrants, missing persons, driver history, stolen property, stolen vehicles, securities and boats, vehicles, firearms, etc
- Identifies when it is appropriate to refer callers to other County, State, or Federal agencies or outside jurisdictions and maintains/prepares various logs and records pertinent to operations
- Dispatches Police Officers, Deputy Sheriffs, Fire/EMS units to respond to calls for assistance which are of a routine or emergency nature
- Provides special instructions, hazard information, and additional information as appropriate or as requested by Police Officers, Deputy Sheriffs, or Fire/EMS personnel
- Performs job duties at the alternate 9-1-1 center if activated or during tests/drills
Education
High School Diploma -
Eastern Sr. High
Washington, DC06.1998
Skills
- 60 WPM
- Proficient in project management software
- Team player
- Customer care
- Conflict management
- Information accuracy
- Data analytics
- NOVUS
- GIS
- MILES
- METERS
- TDD/TTY
- KRONOS
- NEOGOV
- SAP
- Microsoft Office Proficiency
- AVAYA
- ZOOM
- IAED (International Academy of Emergency Dispatch)
- IAED – EMD (Emergency Medical Dispatch)
- Emergency Telecommunicator Course (ETC)
- IAED – EFD (Emergency Fire Dispatch)
- IAED – EPD (Emergency Police Dispatch)
- CPR/BLS (Cardiopulmonary Resuscitation/Basic Life Support)
- Teamwork and collaboration
- Customer service
- Recordkeeping proficiency
- Data entry
- Effective multitasking
- Strong work ethic
- Inventory tracking
Certificatesawards
Awarded The 2023 TAM (Transportation Association of Maryland) Transit Unsung Hero Award
Certification
- Unsung Hero Award, 2023
Timeline
Transit Scheduler
Prince George’s County Department of Public Works & Transportation
03.2020 - Current
General Clerk
Prince George’s County Department of Family Services
02.2018 - 03.2020
911 Emergency Call Taker/Dispatcher
Prince George’s County Public Safety Communications
08.2003 - 02.2018
- Unsung Hero Award, 2023
High School Diploma -
Eastern Sr. High
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