MICHELLE RHODES
Conyers,GA
Summary
Emergency communications professional with more than 20 years of progressively responsible public safety experience spanning E-911 operations, police/fire/EMS dispatch, employee training and mentoring, quality assurance, investigations, records compliance, and major-incident support. Trained and mentored more than 35 employees, providing coaching, performance feedback, policy guidance, and employee development. Experienced in CAD, NCIC/GCIC operations, regulatory compliance, cross-agency coordination, and high-stress decision-making. Certified Training Officer and APCO Emergency Medical Dispatcher who brings extensive operational knowledge, proven training and mentoring experience, sound judgment, and a people-focused leadership approach to E-911 management.
Overview
20
20
years of professional experience
Work History
Telecommunications Officer Tech II
Covington-Newton County 911
02.2024 - Current
- Answer emergency 911 calls and dispatch police, fire, and EMS resources during routine, high-priority, and critical incidents while making rapid, accurate decisions under pressure.
- Maintain detailed CAD documentation and verify critical incident and location information to support timely, coordinated emergency response.
- Collaborate with law enforcement, fire, EMS, supervisors, and administrative personnel to address operational concerns and support effective service delivery.
- Support employee development and workplace resilience through certified peer support and 911 chaplain services, including critical-incident, grief, and stress support.
Police Investigations Specialist - Investigations Division
City of Chicago Office of Emergency Management and Communications (OEMC)
04.2016 - 09.2023
- Conducted quality assurance reviews of public safety records, 911 audio, radio traffic, video, CAD events, and investigative documentation for accuracy, completeness, consistency, and legal compliance.
- Managed complex, time-sensitive records requests involving FOIA matters, Civilian Office of Police Accountability investigations, subpoenas, court proceedings, and internal investigations.
- Maintained record integrity, privacy, chain-of-custody, and evidence-handling requirements while coordinating with attorneys, investigators, law enforcement personnel, and other stakeholders.
- Trained and mentored more than eight employees in investigative research, audio and CAD retrieval, records processing, redaction, legal compliance, and quality assurance procedures; provided coaching to improve performance and procedural consistency.
- Served as a custodian of records and provided sworn testimony regarding the authenticity, retrieval, and handling of 911 audio, radio communications, CAD records, and other public safety records.
Police Communications Officer II
City of Chicago Office of Emergency Management and Communications (OEMC)
05.2006 - 04.2016
- Processed high volumes of emergency and non-emergency calls and dispatched police, fire, and EMS resources in a large municipal communications center.
- Trained and mentored more than 25 newly hired dispatchers in call processing, dispatch operations, CAD documentation, radio communications, customer service standards, and departmental policies and procedures.
- Provided one-on-one coaching and constructive performance feedback to improve employee confidence, accuracy, consistency, and operational readiness.
- Maintained accurate CAD and NCIC records, coordinated communications among multiple public safety agencies, and supported major incidents and large-scale events.
Education
Bachelor of Science - Criminal Justice, Police Administration & Operations
Southern New Hampshire University
Manchester06-2027
Skills
- E-911 Police, Fire & EMS Operations
- Communications Training Officer (CTO)
- Emergency Medical Dispatch (EMD)
- Training, Coaching & Employment Development
- Quality Assurance/Quality Improvement
- Performance Evaluation
- Public Safety Records & Legal Compliance
- Georgia POST, GCIC, & NCIC Compliance
- Policy & Procedure Compliance
- Major-Incident & Crisis Communications
- Team Leadership & Collaboration
- Conflict Resolution
Certifications And Professional Credentials
- Certified Training Officer (CTO), 2026
- APCO Emergency Medical Dispatcher (EMD), 2026
- Georgia POST Basic Communications Officer
- GCIC/NCIC Certified
- CPR & First Aid Certified, 2025
- Certified Peer Support Specialist, State of Georgia, 2025
- 911 Peer Chaplain Academy Graduate, 2026
- Gold Line Ambassador - State of Georgia, 2026
- EMT-B Certification, Valedictorian, Olive-Harvey College, 2004
Awards
Rookie of the Year, 2024, Covington-Newton County 911
Timeline
Telecommunications Officer Tech II
Covington-Newton County 911
02.2024 - Current
Police Investigations Specialist - Investigations Division
City of Chicago Office of Emergency Management and Communications (OEMC)
04.2016 - 09.2023
Police Communications Officer II
City of Chicago Office of Emergency Management and Communications (OEMC)
05.2006 - 04.2016
Bachelor of Science - Criminal Justice, Police Administration & Operations
Southern New Hampshire University