Justin Carter
Council Bluffs,IA
Summary
Experienced public safety and human services leader with nearly two decades of progressive responsibility in emergency communications, regulatory investigations, child welfare intake operations, and crisis response. Proven track record managing 24/7 operations, supervising multidisciplinary teams, and ensuring compliance with state, federal, and regulatory standards. Skilled in strategic planning, policy development, advocacy, quality assurance, and cross-agency collaboration. Recognized for sound decision-making in high-risk situations, strong stakeholder engagement, and driving operational improvements through data analysis and training development.
Overview
23
23
years of professional experience
1
1
Certification
Work History
CFS Service Area Administrator
State of Nebraska Abuse and Neglect Hotline
06.2023 - Current
- Manage 24/7 hotline operations, including staffing coverage, scheduling, and call flow. Monitor call volume, wait times, abandonment rates, and response standards. Address escalated or high-risk calls requiring immediate decision-making. Supervise hotline supervisors, CFS specialist and office support. Provide coaching, performance evaluations, and corrective action when needed. Ensure onboarding, ongoing training, and certification requirements are met.
- Oversaw daily operations of abuse and neglect reporting hotline, ensuring accurate receipt, documentation, screening, and routing of reports statewide in compliance with laws. Supervised staff, ensured quality assurance, maintained policy adherence, and coordinated with child welfare, law enforcement, and community partners.
- Developed and enforced hotline policies and procedures, analyzing trends and data to recommend operational improvements. Participated in system modernization and technology upgrades, contributing to workflow redesigns.
- Coordinate with child and adult protective services, law enforcement, courts, school districts and external partners. Prepare reports on hotline performance, trends and compliance for leadership. Respond to audits, public inquiries, and internal reviews related to hotline operations. Lead and coordinate training initiatives and presentations for external partners and stakeholders.
Licensing Agent/Regulator
Ponca Gaming Commission-Ponca Tribe of Nebraska
Carter Lake, IA
05.2022 - 05.2023
- Investigated applicants for gaming licenses in casino industry, conducting background, criminal, financial, and social media checks to assess eligibility for specific licenses, and executed FBI and CJIS fingerprint checks to uncover any felony or serious misdemeanor histories.
- Identified discrepancies during applicant interviews that were not disclosed in original applications, conducted reference checks with previous employers and Gaming Commissions, coordinated with National Indian Gaming Commission to verify FBI check accuracy and compliance, and monitored employee and vendor activities to ensure ongoing licensing compliance and preserve tribe's integrity and safety.
- Identified discrepancies in applicant interviews that were not disclosed in original applications for thorough vetting.
- Conducted reference checks with previous employers, personal contacts, and Gaming Commissions to verify applicant information.
- Executed fingerprinting procedures for FBI and CJIS background checks.
- Partnered with National Indian Gaming Commission to confirm FBI check accuracy and compliance.
- Regulated employees and vendors to ensure adherence to licensing standards and maintain compliance across operations.
- Preserved tribe's integrity and safety throughout all investigative processes.
Shift Supervisor
Douglas County Communications 911
Omaha, NE
11.2021 - 05.2022
- Supervise, monitor, and direct the daily activities of 23 Communication Specialists, Dispatchers, and Operators ensuring a coordinated response to emergencies throughout Douglas County and the City of Omaha area.
- Ensure adequate staffing levels for assigned shift and manage overtime according to scheduling guidelines.
- Perform management administration responsibilities (e.g. scheduling, performance appraisals, salary administration, disciplinary actions, commendations) and counsel employees regarding work habits, behavioral problems and other issues affecting the employees work performance.
- Comply with Civil Service policies and regulations, collective bargaining agreements, County policies, and laws to create a cooperative, safe, respectful and quality work environment.
- Manage/direct all disaster operations undertaken by the Communication Center.
- Participated in developing, revising, and implementing law enforcement, fire, Emergency Medical Services (EMS), and 911 standards to ensure compliance and operational effectiveness.
- Coordinated quality control activities for personnel, identifying operational deficiencies and training needs to enhance service delivery.
- Establish and maintain effective working relationships with clients, supervisors, County employees, elected officials, attorneys, law enforcement, judges, other agencies, and the public.
- Maintain confidentiality and instill trust by following through with directions and supporting implementation of all policies.
- Maintain the ability/proficiency to perform all duties of Communication Dispatcher and 911 Operator.
- Facilitate and contribute to workplace teamwork, share essential knowledge, build morale and commitment to goals/objectives.
- Coordinate and participate in policy changes for the Communication Center.
- Evaluate and investigate complaints from citizens and public safety agencies to uphold accountability and improve community relations.
- Coordinate the production/reproduction of official records utilized by the courts, and represent the Communication Department in judicial proceedings.
- Perform first line maintenance and reporting of all technical equipment utilized by the Communication Center (e.g. UHF/VHF radio dispatch equipment, computer aided dispatch systems, enhanced 911 emergency telephones/support equipment, voice logging recordings.
LE/Fire and Rescue Dispatcher
Douglas County Communications 911
Omaha, NE
08.2017 - 11.2021
- Managed incoming emergency calls, assessing urgency and gathering critical information to prioritize responses.
- Dispatched appropriate law enforcement or EMS units based on incident priority and location.
- Executed law enforcement support services and emergency response duties, ensuring timely and effective assistance.
- Operated Computer Aided Dispatch (CAD), multi-channel radio, and emergency telephone systems.
- Ensured officer safety through effective communication and control of field unit assignments.
- Retrieved data from local and national databases for field officers regarding emergencies.
- Developed collaborative relationships with co-workers and public entities, improving communication and service delivery.
- Maintained confidentiality of sensitive information encountered during duties.
Office Manager
Creighton University
Omaha, NE
02.2016 - 08.2017
- Responsible for: providing support for Department Chair in Political Sciences and International Relations. Performed complex, advanced, diversified and confidential administrative duties. Communicated and coordinated department reports and correspondence, while summarizing and analyzing data. Prepared and oversaw department budget, grant information, and class scheduling. Supervised three workers throughout the year and was responsible for providing them task within the department as well as their payroll. I worked closely with other departments to help coordinate work orders. I am in charge of the department website and social media page, which required upkeep throughout the year.
- Managed daily office operations and maintained efficient workflow processes.
- Coordinated communication between faculty, staff, and students effectively.
- Oversaw scheduling of meetings and events for department personnel.
Crime Prevention Officer
Creighton University
Omaha, NE
10.2013 - 02.2016
- Responsible for: seeking to keep the community fully informed about crime awareness and prevention through the distribution of Safety Bulletins to students, faculty and staff. I'm responsible for developing campus crime prevention programs, conducting prevention presentations and seminars for both administrative and academic departments (i.e. personal safety, alcohol/drug awareness, theft prevention, workplace violence, and new employee orientation). I also evaluate crime scenes, follow up on investigations, identify additional security concerns and make recommendations based on those concerns. As an administrator, keep officers up to date on government and federal regulations in regards to VAWA, Clery, Title IX, and the SaVe Act. Also, run and provide public record checks for background purposes.
- Developed crime prevention strategies tailored to campus community needs.
- Conducted safety audits to identify potential security vulnerabilities.
- Delivered educational workshops on personal safety and crime awareness.
Officer
Creighton University
Omaha, NE
12.2011 - 10.2013
- Responsible for: patrolling and community relations, creating a safe and secure university environment. Work in partnership with students, faculty, and staff to help protect people, secure property, solve problems, and enhance the quality of campus life. Complete incident reports in a precise and timely fashion.
Dispatcher
Creighton University
Omaha, NE
09.2003 - 12.2011
- Responsible for: Dispatch officers to calls on campus. Calls include vehicle assist calls, unlocks, and emergency calls. Also I was directly involved with and assisted with imputing data into the computer ranging from tickets and permits, to cardholder and alarms. I dealt with incoming faculty/staff, students, and visitors who either had questions about public safety and the campus, or university business such as parking. I had to multi-task between taking phone calls, dispatching officers, and providing customer service to people in the office.
Education
Bachelor of Arts (B.A.) - Political Science/ Pre-Law
CREIGHTON UNIVERSITY
Omaha, NE12.2017
Associate in Arts (A.A.) - Liberal Arts
METROPOLITAN COMMUNITY COLLEGE
Omaha, NE12.2002
Skills
- Regulatory compliance
- Policy writing
- Crisis intervention
- Stakeholder engagement
- Quality assurance
- Operational management
- Data analysis
- Training development
Certification
- EMD Certified
- CJIS Certified
- NCIC Certified
References
References available upon request.
Workgroups
- Nebraska Human Trafficking Force Screening & Data Subcommittee
- Project Harmony Trafficking-Prevention Subcommittee
- DHHS CFS Intake Tool Review committee
- ESU2 Trafficking workgroup member
Timeline
CFS Service Area Administrator
State of Nebraska Abuse and Neglect Hotline
06.2023 - Current
Licensing Agent/Regulator
Ponca Gaming Commission-Ponca Tribe of Nebraska
05.2022 - 05.2023
Shift Supervisor
Douglas County Communications 911
11.2021 - 05.2022
LE/Fire and Rescue Dispatcher
Douglas County Communications 911
08.2017 - 11.2021
Office Manager
Creighton University
02.2016 - 08.2017
Crime Prevention Officer
Creighton University
10.2013 - 02.2016
Officer
Creighton University
12.2011 - 10.2013
Dispatcher
Creighton University
09.2003 - 12.2011
Bachelor of Arts (B.A.) - Political Science/ Pre-Law
CREIGHTON UNIVERSITY
Associate in Arts (A.A.) - Liberal Arts
METROPOLITAN COMMUNITY COLLEGE