Summary
Overview
Work History
Education
Skills
Timeline
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Melanie Crittenden

Kamas,UT

Summary

Driven Division Director with expertise in Customer Service . Adept at driving success through developing and implementing programs and initiatives. Talented team leader and motivator.

Overview

24
24
years of professional experience

Work History

Utah 911 Division Director

Utah Communications Authority
12.2016 - Current
    • Developed Minimum Standards and Best Practices for Utah 911 Professionals.
    • Annually prepared and published a report of how well 911 Centers statewide are complying with the Minimum Standards and Best Practices
    • Investigated and reported on emerging technology to report to the Executive Director
    • Prepared and submitted an annual multi-million dollar budget
    • Coordinated and actively participated in writing a RFP for a statewide end to end NG911 solution, to include, Call Handling equipment, ESInet infrastructure, and NG Core Services.
    • Oversaw the NG911 contract and was very actively engaged at Implementation time at every PSAP to assist them through the transition from Legacy 911 to NG911.
    • Presented annually on the division to stakeholders
    • Reported annually to the Federal Communications Commission on 911, on behalf of the Governor of Utah
    • Reported statewide 911 call volume to the Utah State Tax Commission, for the purpose of distribution.
    • Prepared an annual application form for PSAPs to apply for Proportionate Funding if they complied with certain 911 standards.
    • Analyzed the Proportionate Funding applications, and processed awards to those PSAPs that met the requirements.
    • Met weekly with Division leadership to make decisions for the better good of the organization
    • Worked with PSAPs to reduce the number of 911 transfers to less than 2%
    • Assisted PSAPs with any day to day questions that they may need assistance with.
    • Assisted the Radio Division with any questions in reference to the PSAPs.
    • Met weekly with Motorola to discuss the NG911 contract and assess support items that pended.
    • Built relationships internally, with Board members, PSAPs, and Public Safety Officials.
    • Met twice a year with NASNA officials from around the US, as well as Federal partners, such as the FCC, Federal 911 Office, DoD and others to gather awareness and education with respect to NG911 and future technologies to prepare for.

PSAP 911 Director

Summit County Sheriff's Office
05.2000 - 12.2016
  • Worked closely with organizational leadership to guide operational strategy.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Prepared the annual 911 budget for the county.
  • Proactively provided training for staff to gain more knowledge in 911 operations.
  • Proactively built relationships internally and externally to provide the best 911 service for those served.
  • Provided feedback through annual evaluations to enhance staff's longevity in their career choice.
  • Provided access to outside conferences, to allow dispatchers to advance their skills and thank them for their work.
  • Provided moral building programs to assure staff is appreciated.
  • Proudly served as an advocate to the Sheriff's Office in events with other agencies to project safe communities.

Education

High School Diploma -

Kemmerer High School
Kemmerer, WY
05.1990

Skills

    • Strategic Planning
    • Building Relationships
    • Training and Mentoring
      • Leadership Development
      • Leadership Skills
      • Stakeholder Engagement

Timeline

Utah 911 Division Director

Utah Communications Authority
12.2016 - Current

PSAP 911 Director

Summit County Sheriff's Office
05.2000 - 12.2016

High School Diploma -

Kemmerer High School

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Melanie Crittenden