Mary Beth Malugin
Bon Aqua,TN
Summary
Dedicated 911 dispatcher with strong active listening, problem-solving, and decision-making skills. Proven ability to manage high-stress situations while ensuring effective communication between responders and the public.
Overview
7
7
years of professional experience
Work History
911-dispatcher
Town of Centerville
04.2019 - Current
- Managed emergency calls, assessing situations to prioritize response efforts.
- Coordinated with first responders, ensuring timely dispatch of resources.
- Operated advanced communication systems for efficient call handling.
- Provided critical information to law enforcement and medical personnel during emergencies.
- Developed training materials and mentored new dispatchers on protocols.
- Implemented process improvements to enhance call response times and accuracy.
- Evaluated incident reports for compliance and operational efficiency.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Answered calls from automatic routing system and took basic information from callers.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Increased situational awareness among responding units through timely updates on evolving incident conditions.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
- Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
- Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
- Followed established protocols for professional handling of emergency situations.
- Provided on-the-job training and coaching to develop new dispatchers.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Education
High School Diploma -
Nashville Christian High School
Nashville, TN05-2005
Skills
- Works Well Under Pressure
- Active listening
- Critical thinking
- Computer skills
- Decision-making
- Typing speed
- Stress tolerance
- Problem-solving
- Memory retention
- Information gathering
- Map reading skills
- Data entry
- Computer-aided dispatching
- Information intake
- Police and fire procedures
- Incident prioritization
- Call control techniques
- Public safety awareness
- Information gathering and relay
- Call management
- EMS dispatch
- Database queries
- Map reading
- Emergency assessment
- Verbal and written communication
- Geographical expertise
- Prioritizing situations
- Dependable and responsible
- Computer-based dispatch systems
- Multitasking and prioritization
- CPR and first aid
- Good judgment
- Dispatch coordination
- NCIC database
- Basic life support BLS
- Unit dispatch
- Telephone etiquette
- Public safety telecommunicator (PST)
- Call records maintenance
- Public safety telecommunicator
- Emergency medical dispatcher certification
- Documentation and reporting
- Medical assistance
- Alarm systems monitoring
- Coaching and mentoring
- Emergency response procedures
- Teamwork
- Attention to detail
- Call prioritization
- Listening skills
- Multitasking
- Multitasking Abilities
- Reliability
- Effective communication
Timeline
911-dispatcher
Town of Centerville
04.2019 - Current
High School Diploma -
Nashville Christian High School