Marina Soto
Emergency Communications Supervisor
Thornton,CO
Summary
Public safety operations leader with 7+ years of experience supervising 24/7 emergency communications teams, implementing mission critical technology, and developing high performing personnel. Known for bridging people and technology, translating operational needs into system improvements, leading training initiatives, and supporting successful change adoption. Recognized for collaborative leadership, emotional intelligence, and building trust across agencies and stakeholders.
Overview
10
10
years of professional experience
6
6
Certifications
Work History
Emergency Communications Supervisor
Thornton Police Department
07.2024 - Current
- Supervise and develop a team of 27 dispatch professionals supporting 24/7 police, fire, and
EMS operations. - Design staffing schedules, training plans, and workforce strategies ensuring uninterrupted
emergency coverage. - Lead onboarding and continuing education programs to improve readiness, performance, and
retention. - Serve as operational liaison for CAD, radio, and 911 systems, supporting reliability, upgrades,
and end user adoption. - Monitor performance metrics and implement process improvements to enhance service
delivery and efficiency. - Collaborate with leadership and cross functional stakeholders on policy, technology, and operational initiatives
Emergency Communications Specialist
Thornton Police Department
1 2023 - 07.2024
- Evaluates all incoming criminal, medical and fire-related calls to ensure proper police, fire and medical response
- Operates computer equipment and queries, enters, cancels and modifies information into the state and national crime computer system as required
- Maintains confidentiality of information consistent with applicable federal, state and city rules and regulations
- Performs crisis intervention with distraught callers during high risk situations until appropriate emergency field units arrive on scene.
- CTO – Certified Training Officer, trains Emergency Communication Recruits, assists in creating new training documents, updating training manuals and works with the Training Coordinator and Training Supervisor to ensure the program runs seamlessly
911 Communications Supervisor
Westminster Police & Fire Department
07.2019 - 01.2023
- Facilitate ongoing trainings and monthly education topics for the department through various methods to provide the best experience for a widely diverse group
- Proactively analyze call stats and data to develop and maintain schedules for 20+ employees
- Encourage others to focus on the customer; foster an environment where customer service is a priority by answering the phone in under 60 seconds with a 99% completion rate
- Recruiting and hiring processes, training, and evaluating all employees
- Analyzed, maintained, and troubleshot facility and equipment issues to support uninterrupted functionality, as well as identified technical recommendations for upgrades
- Peer Support Co Coordinator and SWAT/Tactical dispatcher
911 Communications Specialist
Westminster Police & Fire Department
06.2016 - 07.2019
- Answers, evaluates, and prioritizes incoming emergency and non-emergency phone calls on multiple phone lines
- Demonstrate high level of customer service by precisely and accurately retrieving and disseminating information
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch, and firefighting crews
- Questioned callers to determine nature of problems and locations to direct type of response needed
- Processes and utilizes radio systems to ensure proper deployment of police, fire, and medical emergency units
- Assists field units on locating addresses and streets, providing additional call service information and any other needed information as requested
- Provides training to departmental and non-departmental individuals as requested
- Gathers all necessary information vital to officer response and safety.
Certification
CMCP Center Manager Certification Program, 2022 NENA
Timeline
Emergency Communications Supervisor
Thornton Police Department
07.2024 - Current
911 Communications Supervisor
Westminster Police & Fire Department
07.2019 - 01.2023
911 Communications Specialist
Westminster Police & Fire Department
06.2016 - 07.2019
Emergency Communications Specialist
Thornton Police Department
1 2023 - 07.2024