Margaret Denial
Erie,PA
Summary
Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Works great under pressure and remains calm during emergencies. Calm, compassionate and kind professional with in-depth knowledge of multi-line telephone systems and basic office equipment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Familiar with managing emotions and staying clear-headed under pressure.
Overview
13
13
years of professional experience
Work History
Police Communications Operator
Pennsylvania State Police
08.2021 - Current
- Reduced risks and emergency response issues by observing public safety field units.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official police units while tracking data in real-time environments.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Enter criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
911 Communications Training Administrator
Erie County Public Safety
04.2020 - 08.2021
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Developed surveys to identify training needs based on projected production processes and changes.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
- Conducted training courses and prepared videos for long-term use.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Researched and obtained relevant course materials to achieve training objectives.
- Facilitated high-quality training program delivery to employees.
- Created and maintained detailed training records and reports for management review.
- Implemented new learning strategies depending upon employees' skill levels.
- Managed new employee orientation training process for more than 55 employees each year.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Developed and executed strategies to improve training program performance.
- Verified training program compliance with applicable laws and regulations.
- Planned and conducted staff trainings with emphasis on deficient areas.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Conducted orientation sessions and organized on-the-job training for new hires.
911 Communications Supervisor
Erie County Public Safety
05.2016 - 04.2020
- Directed work, training, coaching, discipline and performance evaluation of emergency dispatch team.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- 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.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Accessed federal and local law enforcement information databases, obtained information regarding criminal history and relayed such information to field staff.
- Reduced risks and emergency response issues by observing public safety field units.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Passionate about learning and committed to continual improvement.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned and adapted quickly to new technology and software applications.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Assessed and prioritized emergency situations and assigned resources using sound, independent judgment.
911 Emergency Dispatcher
Erie County Public Safety
10.2011 - 05.2016
- 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.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Followed established protocols for professional handling of emergency situations.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
Education
Bachelor of Arts - Communications: Marketing/Public Relations
Pennsylvania State University
University Park, PA12.2017
Skills
- Effective Prioritization
- Project Requirements
- Complex Problem-Solving
- Quality Assurance Requirements
- Creative Solutions
- Crisis Management
Timeline
Police Communications Operator
Pennsylvania State Police
08.2021 - Current
911 Communications Training Administrator
Erie County Public Safety
04.2020 - 08.2021
911 Communications Supervisor
Erie County Public Safety
05.2016 - 04.2020
911 Emergency Dispatcher
Erie County Public Safety
10.2011 - 05.2016
Bachelor of Arts - Communications: Marketing/Public Relations
Pennsylvania State University
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