LAURA SMITH
Fossil,OR
Summary
Professional Summary:
Committed professional with a solid track record of success in assisting individuals during emotionally charged, life-threatening, and dangerous situations. With 25 years of experience as a dedicated 911 Dispatcher, I possess extensive knowledge of dispatch policies, protocols, and procedures. Skilled at managing emotions and remaining clear-headed under pressure, I excel in keeping callers calm and gathering essential information to support first responder actions. Adept at reading maps, understanding tracking information, and providing timely updates to field personnel. As a seasoned Manager with expertise in team leadership, planning, and organizational skills, I have successfully equipped employees to handle daily functions independently and meet customer needs. A diligent trainer and mentor, I leverage exceptional management abilities and a results-driven approach to foster a collaborative and high-performing work environment.
My diverse management experience includes roles as a customer service manager for Walmart, a manager for two TCBY stores, a dispatch system manager at Camp Leatherneck in Afghanistan, and now an Assistant Director for Frontier Regional 911. Additionally, I served as an advisor for the Klamath Falls Police Explorer program, honing my skills in managing and mentoring individuals from diverse backgrounds.
During my tenure as an Assistant Director at Frontier Regional 911, I have played a pivotal role in building a cohesive management team and creating an environment that fosters employee engagement and customer satisfaction. With a focus on teamwork and excellence, we ensure that both 911 callers and partner agencies receive the highest level of service.
Having worked in small, large, and mid-size 911 agencies, I bring a unique perspective on operational challenges and creative solutions. As the new CAD manager, I successfully led the implementation of a new CAD system, bringing valuable insights into the process of creating and upgrading dispatch systems. With a total of six CAD systems used throughout my career, I am well-versed in navigating complex technological landscapes and driving operational efficiency.
With my wealth of experience and dedication to excellence, I am confident in my ability to continue creating successful working environments and driving positive outcomes in the field of emergency communications.
Overview
24
24
years of professional experience
Work History
Assistant Director
FRONTIER REGIONAL 911
05.2017 - Current
- Directed work, training, coaching, discipline, and performance evaluation of emergency dispatch team.
- Cultivated interpersonal skills by building positive relationships with others.
- Proven ability to develop and implement creative solutions to complex problems.
- Developed strong communication and organizational skills through working on group projects.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Managed and motivated employees to be productive and engaged in work.
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Received public emergency and non-emergency calls and supervised response prioritization to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Assessed and prioritized emergencies and assigned resources using sound, independent judgment.
- Routed calls to police, fire, and ambulance services to meet individual call needs.
- Reduced risks and emergency response issues by observing public safety field units.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Assisted callers in emergencies with appropriate information and support.
- Accessed federal and local law enforcement information databases, obtained information regarding criminal history, and relayed such information to field staff.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Managed public safety emergency units according to established procedures and policies using a computerized dispatch system.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Maintained contact with field units, accounted for location and status, tracked records of field calls, and verified the safety of field team members.
- Relayed the latest information to first responders via electronic means, telephone calls, and radio responses.
- Self-motivated, with a strong sense of personal responsibility.
- Gained strong leadership skills by managing projects from start to finish.
- Completed paperwork, recognizing discrepancies and promptly addressing them for resolution.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Provide strategic leadership and direction for a regional 911 dispatch center serving multiple jurisdictions.
- Oversee day-to-day operations, including emergency call handling, dispatching, and coordination of resources.
- Lead the implementation of new technologies and operational improvements to enhance service delivery.
- Develop and implement policies, procedures, and training programs to ensure compliance with national standards and best practices.
- Foster positive relationships with partner agencies and stakeholders to optimize emergency response efforts.
- Managed a two-year new CAD project
TELECOMMUNICATOR
PORTLAND COMMUNITY COLLEGE
09.2013 - 04.2017
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Answered calls from automatic routing system and took basic information from callers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Provided on-the-job training and coaching to develop new dispatchers.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Followed established protocols for professional handling of emergency situations.
CONTRACT DISPATCH MANAGER
DYNCORP
07.2010 - 01.2011
- Directed dispatching, routing, and tracking of 50 fleet vehicles.
- Tracked maintenance on fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Planned, organized, and managed the work of subordinate staff to accomplish consistent work within organizational standards.
- Evaluated and adjusted over numerous routes based on daily needs, available workers, traffic hazards, and weather conditions like sandstorms.
- Supervised a team of 100 plus foreign national employees and provided training focused on maximizing overall performance.
- Communicated with drivers and personnel to coordinate timely delivery of fleet for maintenance.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
- Streamlined communication processes for better coordination between drivers, customers, and military personnel.
911 TELECOMMUNICATOR, DISPATHCER I
WASHINGTON COUNTY 911
08.2001 - 09.2009
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Answered calls from automatic routing system and took basic information from callers.
- Used specialized software to track and maintain case incident numbers and logs.
- Followed established protocols for professional handling of emergency situations.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Read system maps and caller information, and documented details in system.
- Proved successful working within tight deadlines and a fast-paced environment.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- 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.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
911 TELECOMMUNICATOR
KLAMATH COUNTY 911
10.1999 - 07.2001
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Assisted callers in emergency situations with appropriate information and support.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Answered calls from automatic routing system and took basic information from callers.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Directed responders using assigned mapping systems for timely emergency attendance.
- 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.
- Proved successful working within tight deadlines and a fast-paced environment.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Read system maps and caller information, and documented details in system.
- Followed established protocols for professional handling of emergency situations.
- Reduced risks and emergency response issues by observing public safety field units.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
Education
No Degree - Pre-Medicine
PORTLAND COMMUNITY COLLEGE
PORTLAND,OR2015
No Degree - FIRE SCIENCE
YUBA COMMUNITY COLLEGE
YUBA CITY,CA1992
GED -
San Juan High School
Citrus Heights, CA11.1990
Skills
- Service Delivery
- Multi-Line Telephone Systems
- Ems Dispatch
- Emergency Medical Dispatching
- Dispatcher Monitoring
- Equipment Dispatch
- Reading Comprehension
- Emergency Call Routing
- Information Documentation
- Data Entry
- Information Intake
- National Crime Information Center (NCIC)
- Emergency Assistance
- Map Reading
- Conflict Resolution
- Social Perceptiveness
- Customer Relationships
- Computer-Aided Design (CAD)
- Radio Production
- Treatment Protocols
- Fire Assignments
- Teamwork and Collaboration
- Law Enforcement Information Databases
- Data Systems
- Crisis Management
- Customer Needs Assessments
- Prioritizing Effectively
- Call Volume Analysis
- Information Mapping
- Office Support
- Customer Experience
- Verbal and Written Communication
- Accurate Recordkeeping
- Complex Problem-Solving
- Routing Accuracy
- Staff Support
- Proficiency in Microsoft Office
- Unit Dispatch
- Job Assignments
- Team Meetings
- Secure Sensitive Information
- Operational Improvements
- National Law Enforcement Telecommunications System (NLETS)
Timeline
Assistant Director
FRONTIER REGIONAL 911
05.2017 - Current
TELECOMMUNICATOR
PORTLAND COMMUNITY COLLEGE
09.2013 - 04.2017
CONTRACT DISPATCH MANAGER
DYNCORP
07.2010 - 01.2011
911 TELECOMMUNICATOR, DISPATHCER I
WASHINGTON COUNTY 911
08.2001 - 09.2009
911 TELECOMMUNICATOR
KLAMATH COUNTY 911
10.1999 - 07.2001
No Degree - Pre-Medicine
PORTLAND COMMUNITY COLLEGE
No Degree - FIRE SCIENCE
YUBA COMMUNITY COLLEGE
GED -
San Juan High School
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