Marisa Trujillo

• Suggest and offer specific training programs to help workers maintain or improve job skills.
• Assess training needs through surveys, interviews with employees or focus groups.
• Provide consulting and training to a variety of clients to establish communications best practices.

• Provided strategic leadership and oversight of communications operations across five states zones, ensuring equitable service delivery and consistent mission alignment.
• Directed and supported regional communications teams and call centers, coordinating call intake, service request processing, and community outreach operations.
• Championed cross-state collaboration, building systems that encouraged shared learning, peer support, and operational resilience.
• Designed and implemented comprehensive training and onboarding programs to empower staff, improve service quality, and promote organizational sustainability.
• Streamlined internal communications processes, developing a routing and sorting system that connected inquiries and service requests to the appropriate regional offices efficiently.
• Led initiatives to standardize communication workflows and procedures, strengthening coordination and accountability across all teams.
• Created and maintained a master outreach tracking system to monitor community engagement, field activities, and impact reporting.
• Partnered with leadership to develop 30-60-90 day continuity plans, guiding the launch and stabilization of new communication centers from the ground up.
• Developed employee development and support frameworks to manage scheduling, time off, and capacity planning while fostering team well-being and retention.
• Advocated for a culture of continuous improvement, identifying opportunities to enhance communication, strengthen partnerships, and better serve community needs.

• Oversee and evaluate Command Post Operators and support staff to maintain adherence to standards for communications, service quality and work performance.
• Respond immediately to security threats, breaches and emergencies, following proper protocols.
• Work efficiently in busy, high-risk settings while maintaining best-in-class standards of excellence for security initiatives.
• Develop and implement training procedures for newly hired personnel.
• Work closely with local law enforcement and fire department to coordinate security operations and response protocols.
• Periodically review existing policies and procedures and make recommendations to improve procedures.

Dispatcher & 9-1-1 Call Taker (2001-2008)

• Handled high-volume 9-1-1 and police radio traffic, supporting officer safety, emergency response, and critical incident management.
• Demonstrated precision, calm decision-making, and adherence to public safety communication standards.

Training Unit - Communications Instructor (2008-2012)

• Delivered POST - certified and entry-level dispatcher training, including classroom instruction, scenario-based learning, and performance evaluation.
• Developed lesson plans and reinforced best practices through coaching, feedback, and operational readiness assessments.

Master Instructor Certification Course (MICC) - Curriculum Develop (Graduate 2011)

• Completed the POST MICC program, specializing in curriculum development and instructional design.
• Created a statewide Tactical Dispatching Course, taught across California strengthen agency response capability during major incidents.

Watch Commander Assistant - Department Operations Center (2020-2022)

• Ensured accurate and timely notifications to command staff across the department during critical incidents (i.e officer emergencies, major occurrences, homicides).
• Reviewed, edited, and approved social media bulletins, ensuring clarity, accuracy, and alignment with department communication standards before distribution to command staff.
• Served as the Law Branch representative at the Emergency Operations Center (EOC) during the COVID-19 response, supporting interagency coordination, situational reporting, and continuity of operations.
• Monitored and enforced compliance with Incident Command System (ICS) mandatory training, ensuring all dispatch personnel assigned to DOC met federal and departmental readiness requirements.
• Supported the Watch Commander in real-time situational monitoring, resource allocation, and communication flow during major incidents, special events, and emergency activations.

Dispatch Supervisor (2014-2023)

• Supervised communication center operations including dispatcher assignments, workflow coordination, performance monitoring, and shift leadership.
• Directed high-priority incident communications, major events, and emergency response coordination.
• Ensured compliance with LAPD communications standards and provided mentorship to new supervisors and senior call takers.
• Demonstrate leadership by making improvements to work processes and helping to train others.
• Process caller information, read associated computer information and documented vital details in call tracking and assignment system.
• Manage daily operations including staff assignments, timekeeping, and sick reports. Routinely monitor call queues, personnel performance, and service levels.
• De-escalate problematic customer concerns, maintaining calm, friendly demeanor. Monitor employee performance and ensure proper policy and procedure is followed.