Rachael Quint
Houlton
Summary
Dedicated Emergency Communications Specialist with a strong focus on call prioritization, stress tolerance, and effective communication. Committed to ensuring public safety through rapid assessment and coordination of emergency response.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Emergency Communications Specialist
State of Maine, Department of Public Safety
Houlton, ME
02.2016 - Current
- Operated multi-line telephone systems to receive emergency calls and dispatch appropriate response units.
- Assessed caller needs rapidly to determine priority level and appropriate resources for emergency situations.
- Coordinated with law enforcement, fire departments, and medical services to ensure timely response and communication.
- Maintained accurate records of all calls received and actions taken during emergency incidents for reporting purposes.
- Monitored radio communications to maintain situational awareness and support field units effectively during incidents.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Entered criminal record checks, driver's license numbers and temporary warrants into telecommunications systems to fulfill officer requests.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Read system maps and caller information, and documented details in system.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
- Strengthened teamwork among dispatch staff through collaboration on complex cases requiring coordinated efforts from multiple agencies.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Continuously updated knowledge of changing policies, procedures, and technologies within the 911 Emergency Dispatcher field through ongoing professional development opportunities.
- Supported public safety initiatives by actively participating in community outreach events and sharing valuable information with local residents.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Followed established protocols for professional handling of emergency situations.
- Provided on-the-job training and coaching to develop new dispatchers.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
Dispatcher
Fort Kent Police Department
Fort Kent, ME
02.2014 - 02.2016
- Coordinated with law enforcement and emergency services to ensure rapid response times.
- Utilized CAD software for dispatching resources efficiently during high-pressure situations.
- Trained new dispatchers on protocols, systems, and effective communication techniques.
- 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.
- Increased situational awareness among responding units through timely updates on evolving incident conditions.
- Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- 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.
- Followed established protocols for professional handling of emergency situations.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Participated in ongoing professional development opportunities to stay current on industry best practices and emerging technologies within the field of emergency communications.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Clerical duties such as issuing fish & game/recreational vehicle licenses to non-resident individuals, issuing dog licenses for the town of Fort Kent residents, assisting the police officers with compiling reports to go to the district attorney's office, assist officers with completing MCRS (accident reports) to submit to the State of Maine.
Administrative Assistant
Daigle & Houghton, Inc.
Fort Kent, ME
06.2013 - 02.2014
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Emergency Communications Specialist
State of Maine, Department of Public Safety
Houlton, ME
10.2010 - 06.2013
Medical Receptionist
Katahdin Valley Health Center
Houlton, ME
11.2009 - 10.2010
- Oversaw daily front desk operations, maintaining high standards of customer service in fast-paced environment.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Facilitated smooth check-in process, ensuring all necessary paperwork was completed promptly.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Obtained payments from patients and scanned identification and insurance cards.
Administrative Assistant
York's of Houlton
Houlton, ME
05.2007 - 11.2009
Day Program Supervisor
Community Living Association
Houlton, ME
01.2001 - 10.2005
- Supervised daily operations of day programming, ensuring adherence to established protocols and guidelines.
- Developed and implemented engaging activities tailored to individual needs of participants.
- Trained and mentored staff on best practices in participant engagement and support techniques.
- Collaborated with multidisciplinary teams to enhance service delivery and address participant needs effectively.
- Evaluated program effectiveness through feedback collection and regular assessments, driving continuous improvements.
- Fostered positive relationships with participants, families, and community stakeholders to enhance program visibility and support networks.
- Coordinated transportation logistics to ensure timely pickups and drop-offs for participants, minimizing disruptions to their daily routines.
- Maintained open communication channels with families and guardians, addressing concerns promptly to ensure exceptional support for participants.
- Improved staff performance by conducting regular evaluations and providing constructive feedback.
- Fostered a positive and inclusive environment for participants with various disabilities by promoting respect, empathy, and understanding among staff members.
- Reduced conflicts among participants by implementing proactive behavioral management strategies based on their unique challenges and triggers.
- Developed comprehensive progress reports for each participant, showcasing their achievements, growth areas, and recommendations for future support strategies.
Administrative Assistant
Maine Brand Manufacturing, Inc.
Littleton, ME
06.1996 - 01.2001
Education
High School Diploma -
Houlton High School
HoultonSkills
- Call prioritization
- Stress tolerance
- Incident documentation
- Emergency management
- Information gathering
- Technical aptitude
- Teamwork
- Problem-solving
- Prioritizing situations
- Attention to detail
- Listening skills
- Problem-solving abilities
- Dependable and responsible
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Situational awareness
- Computer-aided dispatching
- CPR and first aid
- NCIC database
- Public safety telecommunicator (PST)
- Flexible schedule
- Providing clear directions
- Radio frequencies monitoring
- Information documentation
- Data entry
- Police and fire procedures
- Confidentiality understanding
- First aid knowledge
- Map reading skills
- Self motivation
- Coaching and mentoring
- Conflict resolution
- Computer literacy
- Emergency medical dispatch (EMD)
- Documentation
- Information intake
- Professionalism
- Good judgment
- Interpersonal communication
- Documentation and reporting
- Public safety telecommunicator
- 911 system information databases
- Time management abilities
- Continuous improvement
- Adaptability
- Emergency support
- Emergency response procedures
- Incident management
- Call management
- Telephone etiquette
- Communications training officer (CTO)
- Unit dispatch
- Stress management
Certification
- CTO - Communications Training Officer
- PST - Public Safety Telecommunicator
- EMD - Emergency Medical Dispatch
Timeline
Emergency Communications Specialist
State of Maine, Department of Public Safety
02.2016 - Current
Dispatcher
Fort Kent Police Department
02.2014 - 02.2016
Administrative Assistant
Daigle & Houghton, Inc.
06.2013 - 02.2014
Emergency Communications Specialist
State of Maine, Department of Public Safety
10.2010 - 06.2013
Medical Receptionist
Katahdin Valley Health Center
11.2009 - 10.2010
Administrative Assistant
York's of Houlton
05.2007 - 11.2009
Day Program Supervisor
Community Living Association
01.2001 - 10.2005
Administrative Assistant
Maine Brand Manufacturing, Inc.
06.1996 - 01.2001
High School Diploma -
Houlton High School
Critical Incident
used facebook, person having heart attack