JENNIFER ANDERSON
McDonough,USA
Summary
Seasoned 911 Communications Manager with a proven track record at Georgia State University Police Department, showcasing exceptional skills in computer-based dispatch systems and critical decision-making. Recognized for enhancing operational efficiency by 30% through innovative training and quality assurance practices. Demonstrates unparalleled professionalism and a positive attitude, ensuring high standards of customer service and team leadership.
Overview
25
25
years of professional experience
Work History
911 Communications Manager
Georgia State University Police Department
Atlanta, GA
10.2005 - Current
- Receives, logs, and prioritizes incoming emergency and non-emergency calls for service
- Provides assistance, information, and/or instructions to callers; directs and transfers calls to other police agencies as required
- Dispatches and maintains communication with police, fire, and/or emergency medical services personnel; monitors the location and status of field personnel
- Responds to inquiries from emergency response personnel; provides directions to incident scenes; logs the arrival time of responders
- Coordinates response activities with outside agencies, public works personnel, towing companies, and/or other relevant parties
- Receives and responds to information from alarm companies regarding properties; monitors university alarm systems; a system called LIVESafe; dispatches appropriate response personnel
- Researches and provides information to law enforcement personnel regarding persons, vehicles, criminal histories, warrants, protection orders, and/or stolen property
- Enters information into the Georgia Crime Information Computer (GCIC) and National Crime Information Computer (NCIC) systems in relation to missing persons, runaways, protection orders, stolen items, wanted persons, and vehicles
- Advised personnel about accidents, weather conditions or other hazards.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Provided administrative support to the 911 Communications Center, including scheduling staff and reviewing payroll.
- Mentored junior team members and managed employee relationships.
- Resolved customer complaints about service provided by the 911 Communications Center in a timely manner.
- Investigated unusual occurrences reported by call-takers or dispatchers while on duty.
- Ensured proper protocols were followed during all incoming calls related to emergencies.
- Analyzed data from previous incidents to identify areas for improvement within the department's operations.
- Provided technical support when necessary for software applications used at the center.
- Responded to emergency calls routed by automatic distribution system.
- Conducted regular meetings with staff members to discuss performance issues or concerns.
- Developed training plans for new employees in order to ensure they had a comprehensive understanding of their job duties.
- Trained new staff members on how to use computer systems used by the center.
- Assisted with developing strategies for handling high-stress situations encountered by call-takers and dispatchers.
- Performed quality assurance evaluations of call-takers and dispatchers working in the 911 Communications Center.
- Organized drills and exercises designed to test response times and accuracy of personnel working in the center.
- Created reports regarding staffing levels, equipment needs, dispatch times, and other relevant information concerning the 911 Communications Center.
- Maintained accurate records of all incoming calls received at the center.
- Recognized by management for providing exceptional customer service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Managed inventory and supplies to ensure materials were available when needed.
NET Driver/Dispatcher
Paramed EMS
Hapeville, GA
06.2004 - 04.2005
- Responded quickly to dispatch calls and took appropriate action needed for each situation
- Liaised with nursing homes and hospitals regarding patient transports or possible new or renew contracts with the facilities
- Served as central point of contact for all emergency and non-emergency calls
- Made copies, sent faxes, organized files, answered multi-line phone system, entered calls into the CAD system
Lead Teacher
A Supreme Academy
Riverdale, GA
03.2002 - 05.2004
- Certified in Early Childhood Development Aug 2003
- Nassey Accredited Early Childhood Teaching
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information on child care
- Frequently substituted in office and classroom areas
- Organized activities that developed children's physical, emotional and social growth
- Redirected children to encourage safe, positive behaviors
- Helped facilitate indoor and outdoor play, parent-teacher conferences and keeping the classroom clean
- Collaborated daily with classroom teachers to keep activities running smoothly
- Created daily lesson plans for activities
School Nurse/ Lead Teacher
Kids R Kids
Jonesboro, GA
08.2000 - 03.2002
- Provided care to children of all ages on various cuts, scrapes, bumps and bruises
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information on child care
- Frequently substituted in office and classroom areas
- Organized activities that developed children's physical, emotional and social growth
- Redirected children to encourage safe, positive behaviors
- Helped facilitate indoor and outdoor play, parent-teacher conferences and keeping the classroom clean
- Collaborated daily with classroom teachers to keep activities running smoothly
- Created daily lesson plans for activities
Education
Certification - Early Childhood Development
Atlanta Area Tech
Riverdale, GA, USA01.2003
Skills
- Microsoft
- Excel
- Positive and Courteous attitude
- Strong organizational skills
- Active listening skills
- Excellent Customer Service
- Dispatch protocols
- Call center operations
- Incident command
- Interpersonal skills
- Document calls
- Radio communications
- Critical Decision-making
- Public safety telecommunicator (PST)
- Professionalism
- Reliability
- Computer-based dispatch systems
- Excellent communication
- Computer literacy
- Typing speed
- Data entry accuracy
- Record keeping
Accomplishments
- Promoted to Communications Supervisor after 6 years of employment.
- Trained over 9 new communications officers as a supervisor.
- Written commendations by superiors for going above and beyond.
- Received letters of appreciation from faculty, staff and outside parties.
Timeline
911 Communications Manager
Georgia State University Police Department
10.2005 - Current
NET Driver/Dispatcher
Paramed EMS
06.2004 - 04.2005
Lead Teacher
A Supreme Academy
03.2002 - 05.2004
School Nurse/ Lead Teacher
Kids R Kids
08.2000 - 03.2002
Certification - Early Childhood Development
Atlanta Area Tech
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