Jenny Silva
Hillsboro
Summary
Recent program graduate with foundational knowledge in Certified Professional Coding. Looking to transition into a challenging new field that will allow me to apply my effective professional communication, rapid analytical problem-solving and logical decision-making skillset. I am detail-oriented and have a proven ability to handle multiple tasks effectively and efficiently in fast-paced, high-skates environments. Recognized by my peers for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. I have leadership and mentorship experience with a desire and willingness to learn new tasks and contribute to team success.
Overview
26
26
years of professional experience
Work History
9-1-1 Dispatcher
Washington County 9-1-1 Center
02.2000 - 12.2024
- Served as an integral member of a consolidated multi-agency dispatch center emergency communications team that handles 45-60,000 monthly calls for service.
- Consistently demonstrated professionalism and dedication to public safety, while maintaining accurate and professional records of incoming and dispatched calls for service, ensuring proper documentation and following state protocols for future reference or legal proceedings.
- Provided exceptional customer service to citizens in high-stress crisis situations, while maintaining composure and displaying empathy. Quickly and accurately gathered crucial information for emergency responders.
- Prioritized and dispatched incoming 911 calls for service according to level of emergency and response.
- Assessed emergency requests and made quick judgment calls to determine appropriate action. Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Relayed pertinent information to first responders via electronic means, telephone calls, and radio responses. Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
- Monitored multiple Police, Fire & EMS radios at once, providing timely and accurate assistance to responding personnel. Increased situational awareness among responding units through timely updates on evolving incident conditions including potential threats or hazards to responders.
- Utilized system maps and caller information, to pinpoint emergencies and calls for service; routed responders to locations, taking into consideration any hazard or time constraints via certain routes.
- Supported law enforcement officers during routine and high-risk situations by providing expedient, vital background data information on persons and locations. Facilitated emergency agency assists with different agencies within this dispatch center as well as surrounding City, County, State and Federal Emergency responders/agencies.
- Ensured seamless inter-agency collaboration and optimal resource utilization by coordinating multi-agency responses during large-scale incidents.
- Recorded and tracked emergency and non-emergency requests utilizing a complex computer-aided dispatch system.
- Provided immediate, life-saving emergency medical instructions to callers while personnel were enroute scenes, Communicated pre-arrival information to emergency responders.
- Consistently handled emergency calls while working busy radio positions.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Took responsibility for own professional career development by staying abreast of updated and new policies and procedures and response level. Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
- Participated in ongoing professional development opportunities to stay current on industry standards and best practices utilizing emerging technologies within the field of emergency communications.
- Recognized at the state level for contributions to public safety during high-priority police, fire and medical incidents.
- Consistently exceeded agency standards for emergency and non-emergency call handling and dispatching of calls for service while working multi-channel radio system caller. Always followed established protocols for professional handling of emergency situations. Actively contributed to an optimized emergency response system.
- Patiently and professionally provided on-the-job training and coaching to develop new dispatchers. Developed and instructed a training curriculum for structured in-house training academies, adhering to state training and certification requirements.
- Improved dispatcher training programs to enhance overall performance and accuracy in high-stress, critical incidents.
- Contributed to community awareness by participating in public education programs to include local college emergency service courses and area business emergency response teams with information about the 911 system.
Emergency Dispatcher
Oregon State Police
07.1998 - 02.2000
- Improved response times by prioritizing and efficiently managing emergency calls.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Enhanced productivity by providing timely emergency response, minimizing service issues.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications and technology advancements.
- Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
- Maintained a working knowledge of geography for the entire state, as well as location of closest emergency cover agencies.
Education
Certified Professional Coder - CPC
American Academy of Professional Coders
Salt Lake City, UT02-2025
Emergency Services / Telecommunications
Department of Public Safety Standards And Training
Salem, OR08-1998
High School Diploma -
Sprague High School
Salem, OR06-1992
Skills
- Professional Conduct with Resiliency and High Stress Tolerance
- Attentive Listening and Logical Reasoning and Analytical Decision Making Skills
- Accuracy and precision with memory retention, verbatim transcription, data entry proficiency
- Strict adherence to Privacy Laws and Safety Protocols
- Self-motivated, organized, dependable and responsible
- Team leadership, Coaching and Mentoring
- Communications training officer (CTO)
Timeline
9-1-1 Dispatcher
Washington County 9-1-1 Center
02.2000 - 12.2024
Emergency Dispatcher
Oregon State Police
07.1998 - 02.2000
Certified Professional Coder - CPC
American Academy of Professional Coders
Emergency Services / Telecommunications
Department of Public Safety Standards And Training
High School Diploma -
Sprague High School
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