NICHOLLE BENEDICT
Cedar Park
Summary
Public Safety Communications Manager with 18+ years of expertise in managing emergency communications and coordinating rapid responses. Proficient in resource allocation, critical decision-making, and team leadership, ensuring efficient and effective emergency operations. Committed to enhancing public safety through innovative training programs and crisis management strategies. I am passionate about our mission, and I care deeply about protecting and supporting everyone involved—from the moment a call comes in to the moment our teams clear the scene.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Emergency Dispatcher, CTO, Supervisor, Manager
City Of Cedar Park, Cedar Park Police Dept.
Cedar Park
06.2007 - Current
- Handle incoming emergency calls and prioritize all radio communications for first responders to ensure seamless support.
- Manage radio communications across multiple channels to ensure clear and continuous contact between dispatchers and field units. This role is crucial for maintaining situational awareness, promoting officer safety, and coordinating effective responses.
- Assess callers' needs with speed and efficiency, all while maintaining a calm, professional, and empathetic attitude.
- Evaluate and prioritize calls for dispatch.
- Coordinate emergency responses, significantly improving team efficiency and ensuring rapid action during critical incidents.
- Oversee the dispatch and tracking of responding units to ensure the most appropriate allocation of resources for each incident.
- Develop training for new dispatchers, enhancing skills and readiness.
- Mentor new dispatchers, cultivating a supportive environment that boosts their confidence and readiness for high-pressure situations.
- Analyze call review data to identify trends, leading to targeted training initiatives that improved dispatcher performance.
- Execute thorough quality checks on emergency call records, ensuring compliance and enhancing accountability within the team.
- Foster a culture of continuous learning and growth, directly contributing to a positive atmosphere in the dispatch center.
- Coordinate with courts to fulfill audio recording requests through the NICE system, maintaining documentation for subpoena compliance and judicial proceedings.
- Maintain precise records, ensuring compliance and accountability.
- Utilize TLETS to relay sensitive law enforcement data, ensuring accuracy, system compliance, and seamless communication.
- Administer scheduling and timekeeping for dispatch staff to guarantee sufficient coverage while minimizing overtime expenses and maintaining precise documentation.
- Oversee dispatchers to ensure optimal performance, intervening to correct procedures when necessary.
- Manage the day-to-day operations of the emergency dispatch team, enforcing performance standards, ensuring strict protocol adherence, and maintaining a high level of team readiness.
Skills
- Emergency Dispatch Operations – Call Taking, Radio Traffic Handling, TCIC/NCIC TLETS Operations, CAD Usage, Resource Allocation, Customer Service
- Critical Thinking & Decision Making – Analyzing and evaluating information to rapidly make decisions to achieve improved outcomes
- Team Leadership – Scheduling, Performance Reviews, Hiring and Retention, Team Supervision, Establish and Maintain Standards, Boost Morale
- Public Safety Training – CTO Experience, TCOLE Instructor, DPS Associate Trainer (TCIC/TLETS), Competency Based Training, Created the New Dispatcher Training Program for Communications
- Technology & Compliance – CAD/RMS, OpenFox, Flock, Command Central, SB111 Compliance, NICE Recording System, CJIS Systems Compliance
- Crisis Management – I have historically excelled when leading the dispatch center through various critical incidents
- Management – Orchestrate and manage the involvement of Communications Training Officers and dispatch supervisors in applying the current training program which I designed to expedite effective training of new personnel Additionally I am experienced in classroom management in my current role as a DPS Associate trainer
Certification
- Master Telecommunicator Certificate – September 2017.
- Terminal Agency Coordinator (TAC) – June 2025.
- TCOLE Basic Instructor Proficiency – January 2022.
- DPS Associate Trainer Certification – June 2021.
- Comm Center Supervisor February – 2020.
- Cardiac Emergency Communications – December 2023.
- 911 Leadership Training September – 2023.
- TCIC/NCIC Full Access March – 2009.
Awards & Commendations
Distinguished Leadership Award – 2019., Civilian Supervisor of the Year – 2021, Silent Hero Award – 2013., Unit Commendation – 2021, Public Safety Communication Division Recognition Recipient – 2021
FEMA/NIMS Training (Professional Development Series)
- ICS-100: Introduction to the Incident Command System – May 2010.
- ICS-200: Basic ICS for Initial Response – June 2010.
- ICS-300: Intermediate ICS – August 2015.
- ICS-400: Advanced ICS – August 2015.
- ICS-700: NIMS, An Introduction – August 2010.
- ICS-800: National Response Framework Introduction – September 2010.
Timeline
Emergency Dispatcher, CTO, Supervisor, Manager
City Of Cedar Park, Cedar Park Police Dept.
06.2007 - Current