Lisa Moran
Jacksonville,United States
Summary
911 Emergency Dispatch supervisor who holds a Secret Security Clearance with 21 years of experience at the city, county, state and federal levels in policy development, problem resolution, researching methods and administering winning solutions regarding 911 systems and technology. Experienced in providing accurate information in a time-critical environment. Driven team player with a demonstrated record of success in working with people during life-threatening, dangerous and other tough situations. Proficient in emergency dispatching procedures and requirements.
Overview
21
21
years of professional experience
Work History
Supervisory 911 Emergency Consolidated Dispatcher
Department of Defense, United States Marine Corps
Marine Corps Base Camp Lejeune, NC
08.2021 - Current
- GS-0303-08 Step 2
- 40 hours per week.
- Operates all facets of a 24-hour, 7 days/week, 365 days/year Emergency Operations Center.
- Created an effective quality assurance program.
- Responsible for implementing quality assurance measures to ensure proper emergency call handling techniques are utilized by the agency.
- Prepares quarterly reports for the submission to Marine Corps Headquarters for regular reviews.
- Monitors all 911 technologies to ensure proper 911 service delivery.
- Troubleshoots and reports any service interruptions to proper private sector companies and associations.
- Coordinates responses from law enforcement, fire and emergency medical services in a time critical environment.
- Provides training, orientation, consultation and guidance within the 911 center.
- Responsible for writing, implementing and updating agency policies and procedures.
- Manages, develops and implements a part of the Emergency Management Program for MCB Camp Lejeune.
- Provides input for the Continuity of Operations Plan for MCB Camp Lejeune by utilizing the most current and effective risk management strategies, tools and resources available.
- Manages dispatch operations while following established policies and procedures.
- Assists in major planning decisions involving emergency preparedness and management within a dispatch center.
- Responsible for establishing work assignments and assigns work to subordinates based on the priorities, selective consideration of difficulty, requirements of the assignment, and the capabilities of the employee.
- Mentors junior team members and manages employee relationships.
- Develops and maintains strong, cohesive teams during levels of high stress.
- Promotes high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Monitors, maintains and updates various secure computerized information systems governed by local, state and federal agencies.
- Responsible for completing payroll duties.
- Conducts performance evaluations and establishes training objectives.
911 Emergency Consolidated Dispatcher
Department of Defense, United States Marine Corps
Camp Lejeune, NC
11.2019 - 08.2021
- GS-0303-06 Step 2
- 40 hours per week.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Used radio, telephone and computer system to update first responders with new information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Monitored, maintained and updated various secure computerized information systems governed by local, state, and federal agencies.
911 Dispatch Supervisor/Certified Training Officer
Jacksonville Department of Public Safety
Jacksonville, NC
03.2014 - 11.2019
- 40 hours per week.
- Participated in audits performed by the North Carolina 911 Board and North Carolina State Bureau of Investigations to ensure the agency met all requirements.
- Assisted in the design and implementation of computer-aided dispatch software for 911 dispatchers, police officers and firefighters within the agency.
- Established work assignments, ensured automated systems worked properly and coordinated dispatch responsibilities.
- Assigned work to subordinates based on priorities, selective consideration of difficulty, requirements of the assignment, and the capabilities of the employee.
- Assisted in problem solving techniques in regards to personnel, equipment, scheduling and response plans.
- Investigated errors in reporting outcomes to ensure the highest level of accuracy for reporting.
- Conducted quality assurance reviews on calls and delivered feedback in a coaching capacity.
- Ensured proper implementation of departmental policies and procedures.
- Assisted in the development of the department's training program.
- Conducted research on a daily basis utilizing a number of government regulated databases.
- Provided statistical data regarding high priority crimes and incidents that occurred within the city of Jacksonville for annual report data.
- Assisted in the development of the department's training program.
- Assisted management with conflict resolution techniques.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Coordinated responses from mental health agencies in the event of a caller experiencing a crisis.
911 Telecommunicator
Jacksonville Department of Public Safety
Jacksonville, NC
05.2011 - 03.2014
- 40 hours per week.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Used radio, telephone and computer system to update first responders with new information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Assisted departments with special requests for assistance and BOLOs.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Maintained security and access to highly sensitive and confidential materials.
911 Telecommunicator
Onslow County Emergency Services
Jacksonville, NC
10.2002 - 05.2011
- 40 hours per week.
- Prepared input for performance evaluations and training objectives.
- Assisted in the development of a training program for new employees.
- Dispatched police, emergency medical services and fire department.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Utilized emergency medical protocols to provide pre-arrival instructions in scenarios like child birth, cardiopulmonary resuscitation and choking over the telephone.
- Fulfilled management duties in the absence of the shift supervisor.
Education
Master of Science - Business Administration And Management
University of Mount Olive
Mount Olive, NC05.2020
Bachelor of Science - Organizational And Human Resource Management
University of Mount Olive
Mount Olive, NC01.2012
Emergency Number Professional
National Emergency Number Association
08.2023
Center Manager Certification Program
National Emergency Number Association
08.2023
ICS-300 Intermediate ICS For Expanding Incidents
Federal Emergency Management Agency
06.2023
ICS-400 Advanced ICS Command And General Staff
Federal Emergency Management Agency
06.2023
Emergency Fire Dispatch
International Academies of Emergency Dispatch
10.2022
Civilian Leadership Development - Leading People
Lejeune Learning Institute
Marine Corps Base Camp Lejeune, NC08.2021
Leadership in Police Organizations Certification -
International Association of Chiefs of Police
Jacksonville, NC07.2019
Skills
- Quality Assurance
- Risk mitigation
- Logistics
- Employee supervision
- Map reading abilities
- Information documentation
- Data management
- Organizational skills
- Supervision & leadership
- Team building
- Critical thinking
- Analytical
Accomplishments
- Recognized as the Emergency Communications Professional of the Year for outstanding performance and team contributions.
- Received two 911 Life saver pins after delivering successful life-saving instructions.
- Received a childbirth pin after providing instructions leading to a successful child birth.
Timeline
Supervisory 911 Emergency Consolidated Dispatcher
Department of Defense, United States Marine Corps
08.2021 - Current
911 Emergency Consolidated Dispatcher
Department of Defense, United States Marine Corps
11.2019 - 08.2021
911 Dispatch Supervisor/Certified Training Officer
Jacksonville Department of Public Safety
03.2014 - 11.2019
911 Telecommunicator
Jacksonville Department of Public Safety
05.2011 - 03.2014
911 Telecommunicator
Onslow County Emergency Services
10.2002 - 05.2011
Master of Science - Business Administration And Management
University of Mount Olive
Bachelor of Science - Organizational And Human Resource Management
University of Mount Olive
Emergency Number Professional
National Emergency Number Association
Center Manager Certification Program
National Emergency Number Association
ICS-300 Intermediate ICS For Expanding Incidents
Federal Emergency Management Agency
ICS-400 Advanced ICS Command And General Staff
Federal Emergency Management Agency
Emergency Fire Dispatch
International Academies of Emergency Dispatch
Civilian Leadership Development - Leading People
Lejeune Learning Institute
Leadership in Police Organizations Certification -
International Association of Chiefs of Police
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