Janet Heil
Westerville,OH
Summary
Dedicated and seasoned E911 Dispatcher with a 24 year proven track record at City Of Columbus Ohio Police & Fire Department and The City of Westerville Police & Fire Department, demonstrating exceptional analytical and critical thinking skills alongside empathetic customer service. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community.
Overview
26
26
years of professional experience
1
1
Certification
Work History
E911 Dispatcher
City Of Westerville Ohio Police & Fire Department
229 Huber Village Boulevard
06.2022 - Current
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Followed established protocols for professional handling of emergency situations.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
911 Emergency Dispatcher
City Of Columbus Ohio Police & Fire Department
02.2000 - 06.2022
- Operated telephone and radio equipment to receive requests from police officers.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Used Hexagon and Intergraph CAD Computer Aided Dispatch to track and maintain case incident numbers and logs.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Read system maps and caller information, and documented details in system.
- Routed calls to fire and ambulance service to meet individual call needs.
- Worked flexible hours; night, weekend, and holiday shifts.
Customer Service Representative
The Columbia Gas Of Ohio
02.1999 - 02.2000
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Assisted customers with setting appointments and special order requests.
- Resolved account billing or service issues over phone with customers daily.
- Effective liaison between customers and internal departments.
- Investigated and resolved accounting and service concerns.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Education
High School Diploma -
West High School
Columbus, OH06.1995
Skills
- Information intake
- Computer-aided dispatching
- Map reading skills
- Dependable and Responsible
- Leadership
- Analytical and Critical Thinking
- Computer Skills
- Written Communication
- Teamwork and Collaboration
- Good Telephone Etiquette
- Self-Motivated
- CTO Communications Training Officer
- Ems Dispatch
- Emergency Call Routing
- Data Entry
- Crisis Management
- Prioritizing Effectively
- Document Workflow
- Reading Comprehension
- Dispatch Communication
- Weather Watching
- Conflict Resolution
- Dispatch First Responders
- Document Calls
- Unit Dispatch
- External Communications
- Telecommunications Systems
- Basic Life Support Knowledge
Certification
- CTO - Communications Training Officer - 2018
- Rapid SOS Location Technology Training - 2019
- Leads Training - 2000
- Domestic Violence for 911 Personnel Training - 2017
- Crisis Intervention for 911 Personnel Training - 2017
- Human Trafficking for 911 Personnel Training - 2017
- EMD - Emergency Medical Dispatch -2024
- CISM Critical Incident Stress Management - 2024
- Peer Support Team - 2024
Timeline
E911 Dispatcher
City Of Westerville Ohio Police & Fire Department
06.2022 - Current
911 Emergency Dispatcher
City Of Columbus Ohio Police & Fire Department
02.2000 - 06.2022
Customer Service Representative
The Columbia Gas Of Ohio
02.1999 - 02.2000
High School Diploma -
West High School