Lisa Coppedge
Gerald,MO
Summary
Dedicated 911 Dispatcher offering 25 years of related experience. Familiar with managing emotions and staying clear-headed under pressure. Extensive training in Police, Fire and EMS and call taking protocols. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community.
Certified Communications Supervisor offers demonstrated communication and multitasking abilities. Knowledgeable about documentation and dispatching systems. Works great under pressure and remains calm during emergencies.
I am seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
27
27
years of professional experience
Work History
Communications Operator
Hermann Police Department
08.2017 - Current
- Reduced radio traffic congestion with effective use of communication channels and protocols.
- Collected personal information from customers to accurately document requests.
- Assisted in the development of new training materials, resulting in improved operator performance.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Regularly reviewed call logs for quality assurance purposes, identifying areas for improvement and implementing corrective measures as necessary.
- Delivered exceptional customer service by addressing caller inquiries with empathy and professionalism.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
- Performed data entry operations to update database with customer responses.
- Supported public safety operations during major events by coordinating resources and relaying vital information.
- Successfully managed high-stress situations with composure, effectively coordinating multi-agency responses when needed.
- Participated in ongoing training programs to maintain proficiency in industry best practices and regulatory requirements.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Maintained accurate records of all communications, ensuring reliable data for future reference and analysis.
- Monitored multiple sources of information simultaneously, ensuring comprehensive situational awareness during emergencies.
- Received incoming calls and paged individuals and departments over PA system.
- Developed strong relationships with local law enforcement agencies, facilitating seamless collaboration during joint operations.
- Enhanced emergency response times by efficiently prioritizing and dispatching incoming calls.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Connected callers with appropriate professional, department, or business.
911 Communications Supervisor
Franklin County Sheriff's Department
01.1997 - 08.2017
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Improved interdepartmental communication by collaborating with police, fire, and EMS departments on joint initiatives.
- Directed work, training, coaching, discipline and performance evaluation of emergency dispatch team.
- Spearheaded recruitment efforts to attract diverse talent for open positions within the communications center.
- Increased accuracy in dispatching resources with the implementation of a computer-aided dispatch system.
- Managed public safety emergency units according to established procedures and policies using computerized dispatch system.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Oversaw scheduling and staffing needs for a 24/7 operation, optimizing coverage during peak hours.
- Boosted team morale through regular performance evaluations and constructive feedback sessions.
- 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.
- Ensured timely resolution of technical issues by coordinating with IT support staff on hardware and software maintenance.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Assisted callers in emergency situations 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.
- Maintained contact with field units, accounted for location and status, tracked records of field calls and verified safety of field team members.
- Developed and maintained policies and procedures to ensure compliance with regulatory standards.
- Reduced risks and emergency response issues by observing public safety field units.
- Worked flexible hours across night, weekend, and holiday shifts.
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked effectively in fast-paced environments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
Skills
Database Research
Switchboard management
Radio operation
Telephone switchboard operation
Telephone reception
Customer database management
Data Entry
Scheduling
Critical Thinking
Flexible Schedule
Active Listening
Problem Research and Resolution
Timeline
Communications Operator
Hermann Police Department
08.2017 - Current
911 Communications Supervisor
Franklin County Sheriff's Department
01.1997 - 08.2017