Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
SoftwareEngineer
Jennifer Calkins

Jennifer Calkins

Moline,IL

Summary

Dynamic 911 Dispatcher with extensive experience at Qcomm911, adept at crisis management and utilizing computer-aided dispatch systems. Proven track record in enhancing emergency response times through effective prioritization and teamwork. Recognized for exceptional active listening skills and maintaining high caller satisfaction during high-stress situations. Committed to public safety and continuous professional development.

Overview

28
28
years of professional experience
1
1
Certification
2
2
years of post-secondary education

Work History

911 Dispatcher

Qcomm911
01.2019 - Current
  • Operated emergency communication systems to relay critical information to responders.
  • Assisted in managing incoming calls and prioritizing emergencies based on urgency.
  • Coordinated with law enforcement, fire, and medical services to ensure timely response.
  • Maintained accurate logs of all communications and incidents for record-keeping purposes.
  • Developed familiarity with local geography and resource availability for effective dispatching.
  • Responded promptly to callers' needs, providing reassurance during high-stress situations.
  • Participated in training sessions to enhance knowledge of protocols and procedures.
  • Utilized software tools for tracking incidents, resources, and response times efficiently.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • 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.
  • Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Answered calls from automatic routing system and took basic information from callers.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Increased situational awareness among responding units through timely updates on evolving incident conditions.
  • Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
  • Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
  • Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
  • Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
  • Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
  • Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
  • Followed established protocols for professional handling of emergency situations.
  • Reduced errors in dispatch process by meticulously documenting call details and resource allocation.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Participated in ongoing professional development opportunities to stay current on industry best practices and emerging technologies within the field of emergency communications.
  • Provided on-the-job training and coaching to develop new dispatchers.
  • Coordinated multi-agency responses during large-scale incidents, ensuring smooth inter-agency collaboration and optimal resource utilization.
  • Utilized advanced technology systems for accurate tracking and monitoring of dispatched units in real-time scenarios.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Contributed to public safety initiatives by accurately relaying critical information regarding potential threats or hazards during emergencies.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Supported efficient response efforts with effective triage of emergency situations, ensuring proper allocation of resources.
  • Maintained high levels of caller satisfaction, providing calm and clear instructions during stressful situations.
  • Facilitated seamless communication between law enforcement, fire, and medical services during critical incidents.
  • Fostered supportive environment for new dispatchers, guiding them through complex calls with patience and expertise.
  • Improved response times with accurate call assessment and clear communication to first responders.
  • Supported emotional well-being of callers, providing reassurance and instructions until help arrived.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.

911 Dispatcher

City of East Moline
08.1998 - 12.2018
  • Advocated for caller needs, ensuring that each received prompt and appropriate emergency assistance.
  • Enhanced dispatcher situational awareness with integration of advanced mapping and tracking technologies.
  • Reduced call abandonment rates by implementing more efficient call-handling procedures.
  • Utilized software tools for tracking incidents, resources, and response times efficiently.
  • Reduced errors in dispatch process by meticulously documenting call details and resource allocation.
  • Utilized advanced technology systems for accurate tracking and monitoring of dispatched units in real-time scenarios.
  • Supported efficient response efforts with effective triage of emergency situations, ensuring proper allocation of resources.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Coordinated multi-agency responses for large-scale emergencies, ensuring timely support and resource allocation.
  • Enhanced community safety by efficiently dispatching emergency services to incidents based on priority and location.
  • Assisted callers in emergency situations with appropriate information and support.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Operated emergency communication systems to relay critical information to responders.
  • Assisted in managing incoming calls and prioritizing emergencies based on urgency.
  • Coordinated with law enforcement, fire, and medical services to ensure timely response.
  • Developed familiarity with local geography and resource availability for effective dispatching.
  • Responded promptly to callers' needs, providing reassurance during high-stress situations.
  • Participated in training sessions to enhance knowledge of protocols and procedures.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • 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.
  • Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Answered calls from automatic routing system and took basic information from callers.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Increased situational awareness among responding units through timely updates on evolving incident conditions.
  • Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
  • Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
  • Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
  • Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
  • Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
  • Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
  • Followed established protocols for professional handling of emergency situations.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Coordinated multi-agency responses during large-scale incidents, ensuring smooth inter-agency collaboration and optimal resource utilization.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Maintained high levels of caller satisfaction, providing calm and clear instructions during stressful situations.
  • Facilitated seamless communication between law enforcement, fire, and medical services during critical incidents.
  • Fostered supportive environment for new dispatchers, guiding them through complex calls with patience and expertise.
  • Improved response times with accurate call assessment and clear communication to first responders.
  • Supported emotional well-being of callers, providing reassurance and instructions until help arrived.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.

911 Dispatcher

City of Rock Island
11.1997 - 08.1998
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Coordinated multi-agency responses for large-scale emergencies, ensuring timely support and resource allocation.
  • Assisted in planning and execution of emergency drills, preparing team for real-life scenarios.
  • Streamlined reporting process, contributing to more accurate and timely exchange of information between dispatch and field units.
  • Enhanced community safety by efficiently dispatching emergency services to incidents based on priority and location.
  • Assisted callers in emergency situations with appropriate information and support.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Operated emergency communication systems to relay critical information to responders.
  • Assisted in managing incoming calls and prioritizing emergencies based on urgency.
  • Coordinated with law enforcement, fire, and medical services to ensure timely response.
  • Developed familiarity with local geography and resource availability for effective dispatching.
  • Responded promptly to callers' needs, providing reassurance during high-stress situations.
  • Participated in training sessions to enhance knowledge of protocols and procedures.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • 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.
  • Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Answered calls from automatic routing system and took basic information from callers.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Increased situational awareness among responding units through timely updates on evolving incident conditions.
  • Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
  • Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
  • Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
  • Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
  • Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
  • Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
  • Followed established protocols for professional handling of emergency situations.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Participated in ongoing professional development opportunities to stay current on industry best practices and emerging technologies within the field of emergency communications.
  • Provided on-the-job training and coaching to develop new dispatchers.
  • Coordinated multi-agency responses during large-scale incidents, ensuring smooth inter-agency collaboration and optimal resource utilization.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Contributed to public safety initiatives by accurately relaying critical information regarding potential threats or hazards during emergencies.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Maintained high levels of caller satisfaction, providing calm and clear instructions during stressful situations.
  • Facilitated seamless communication between law enforcement, fire, and medical services during critical incidents.
  • Fostered supportive environment for new dispatchers, guiding them through complex calls with patience and expertise.
  • Improved response times with accurate call assessment and clear communication to first responders.
  • Supported emotional well-being of callers, providing reassurance and instructions until help arrived.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.

Education

Master Of Science - Psychology

University of Phoenix
Tempe, AZ
03.2010 - 10.2011

Bachelor Of Arts - Psychology

Augustana College
Rock Island, IL
05.1996

Skills

  • Works Well Under Pressure
  • Active listening
  • Critical thinking
  • Computer skills
  • Teamwork and collaboration
  • Decision-making
  • Typing speed
  • Stress tolerance
  • Problem-solving
  • Information gathering
  • Memory retention
  • Map reading skills
  • Data entry
  • Crisis management
  • Computer-aided dispatching
  • Information intake
  • Police and fire procedures
  • Incident prioritization
  • Information documentation
  • Call control techniques
  • Public safety awareness
  • Information gathering and relay
  • Call management
  • Database queries
  • EMS dispatch
  • Emergency medical instruction
  • Map reading
  • Emergency assessment
  • Basic life support
  • Verbal and written communication
  • Geographical expertise
  • Multitasking and prioritization
  • Computer-based dispatch systems
  • Police department procedures
  • Dependable and responsible
  • Prioritizing situations
  • Flexible schedule
  • Call routing
  • CPR and first aid
  • Emergency medical dispatch (EMD)
  • Good judgment
  • Radio frequencies monitoring
  • Dispatch coordination
  • Data systems operation
  • NCIC database
  • Needs assessment
  • Unit dispatch
  • Telephone etiquette
  • Rapid needs assessment
  • Emergency support
  • Emergency medical dispatch
  • Public safety telecommunicator
  • Emergency medical dispatcher certification
  • Information relay
  • Emergency police dispatcher certification
  • Law enforcement collaboration
  • Medical assistance
  • Cross-departmental teamwork
  • Providing clear directions
  • Agency referrals
  • Emergency response procedures
  • Prehospital trauma life support
  • Language fluency
  • Teamwork
  • Time management
  • Attention to detail
  • Call prioritization
  • Listening skills
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Adaptability and flexibility
  • Situational awareness
  • Team building

Accomplishments

Life saver award 2020

Certification

EMD

IL Dept of Public Health

State of IL LEADS certification

Timeline

911 Dispatcher

Qcomm911
01.2019 - Current

Master Of Science - Psychology

University of Phoenix
03.2010 - 10.2011

911 Dispatcher

City of East Moline
08.1998 - 12.2018

911 Dispatcher

City of Rock Island
11.1997 - 08.1998

Bachelor Of Arts - Psychology

Augustana College