Robert Norman
Girard,OH
Summary
Dynamic 9-1-1 Supervisor with a proven track record at the City of Youngstown Ohio Police Department, enhancing emergency response times and fostering interdepartmental collaboration. Expert in crisis management and emergency protocols, demonstrated through streamlined dispatch procedures and a commitment to continuous improvement. Skilled in computer-aided dispatching and team leadership, effectively increased situational awareness and staff development.
Overview
25
25
years of professional experience
1
1
Certification
Work History
9-1-1 Supervisor
City of Youngstown Ohio Police Department
03.2015 - Current
- Assessed and prioritized emergency situations and assigned resources using sound, independent judgment.
- Accessed federal and local law enforcement information databases, obtained information regarding criminal history and relayed such information to field staff.
- Maintained contact with field units, accounted for location and status, tracked records of field calls and verified safety of field team members.
- Implemented quality assurance measures to ensure the accuracy and consistency of call handling, resulting in a high level of service for callers.
- Collaborated with local law enforcement agencies to optimize interdepartmental communication during emergencies.
- Ensured accurate documentation of all calls, facilitating thorough records management and data analysis.
- Developed comprehensive employee schedules to maintain appropriate staffing levels at all times, minimizing response delays.
- Promoted positive working relationships among team members through clear communication, fostering a cohesive work environment.
- Oversaw daily operations of the 911 call center, ensuring optimal functioning of equipment and systems at all times.
- Contributed to the development of new policies and procedures, maintaining compliance with industry best practices and regulatory requirements.
- Managed public safety emergency units according to established procedures and policies using computerized dispatch system.
- Enhanced emergency response times by streamlining dispatch protocols and procedures.
- Increased situational awareness during critical incidents by coordinating information sharing between responding units and command posts.
- Provided ongoing support to staff members facing challenging situations or complex calls, guiding them towards effective resolution strategies.
- Fostered a culture of continuous improvement within the department by encouraging staff members to participate in professional development opportunities.
- Assisted callers in emergency situations with appropriate information and support.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
9-1-1 Dispatcher/Technical Agency Coordinator
City of Girard Ohio Police Department
11.2004 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Assessed and prioritized emergency situations and assigned resources using sound, independent judgment.
- Accessed federal and local law enforcement information databases, obtained information regarding criminal history and relayed such information to field staff.
- Maintained contact with field units, accounted for location and status, tracked records of field calls and verified safety of field team members.
- Implemented quality assurance measures to ensure the accuracy and consistency of call handling, resulting in a high level of service for callers.
- Reduced call wait times for 911 callers through efficient delegation of tasks among team members.
- Collaborated with local law enforcement agencies to optimize interdepartmental communication during emergencies.
- Assisted in the recruitment process by participating in interviews, selecting qualified candidates for employment within the department.
- Ensured accurate documentation of all calls, facilitating thorough records management and data analysis.
- Developed comprehensive employee schedules to maintain appropriate staffing levels at all times, minimizing response delays.
- Promoted positive working relationships among team members through clear communication, fostering a cohesive work environment.
- Oversaw daily operations of the 911 call center, ensuring optimal functioning of equipment and systems at all times.
- Contributed to the development of new policies and procedures, maintaining compliance with industry best practices and regulatory requirements.
- Managed public safety emergency units according to established procedures and policies using computerized dispatch system.
- Enhanced emergency response times by streamlining dispatch protocols and procedures.
- Increased situational awareness during critical incidents by coordinating information sharing between responding units and command posts.
- Provided ongoing support to staff members facing challenging situations or complex calls, guiding them towards effective resolution strategies.
- Fostered a culture of continuous improvement within the department by encouraging staff members to participate in professional development opportunities.
- Conducted regular performance evaluations for employees, identifying areas for improvement and professional development opportunities.
- Championed technological advancements within the department, evaluating and implementing new software solutions to improve overall efficiency.
- Directed work, training, coaching, discipline and performance evaluation of emergency dispatch team.
- Managed incoming calls efficiently, prioritizing emergencies based on urgency and available resources.
- Monitored call volume trends to anticipate peak periods and adjust staffing accordingly, optimizing resource allocation.
- Managed conflict resolution among team members, promoting open dialogue to address concerns constructively.
- Improved overall team performance by implementing regular training sessions and skill assessments.
- Maintained a high level of professionalism within the department, adhering to strict guidelines and protocols for all communications.
- Assisted callers in emergency situations with appropriate information and support.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Reduced risks and emergency response issues by observing public safety field units.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
Civil Engineering Technician
Ms Consultants,inc.
06.1999 - 11.2019
- Attended seminars and trainings offered by company to build knowledge and improve skills.
- Inspected project sites to monitor progress and adherence to design specifications, safety protocols and state sanitation standards.
- Optimized construction processes by conducting regular site visits to monitor progress and ensure compliance with design specifications.
- Assisted engineers in creating sustainable infrastructure designs that minimized environmental impacts while meeting client requirements.
- Processed field data and created drawings for highways and bridges.
- Facilitated smooth communication with stakeholders by preparing clear reports detailing project progress, issues encountered, and proposed solutions.
- Improved project efficiency by assisting in the development and implementation of civil engineering plans and designs.
- Ensured timely completion of projects by maintaining detailed schedules and coordinating activities between different teams.
- Provided valuable input during design development stages to improve overall functionality and aesthetics of proposed infrastructure solutions.
- Participated in continuing education opportunities such as workshops or seminars to stay updated on industry trends and best practices, ultimately benefiting project outcomes.
- Managed subcontractor relationships to ensure timely delivery of materials and services, contributing to the on-time completion of numerous projects.
- Enhanced quality control processes by conducting thorough inspections of completed works prior to final approval from clients or regulatory agencies.
- Worked closely with engineers, land surveyors, and other key stakeholders on different infrastructure projects.
- Supported project safety measures by participating in risk assessments and implementing mitigation strategies as needed.
- Enhanced team collaboration through effective communication with engineers, architects, contractors, and clients on various projects.
- Obtained quotes for project materials and communicated with suppliers to determine best pricing.
- Contributed to successful project completions by providing accurate technical support, calculations, and documentation.
- Efficiently used various software applications such as AutoCAD or GIS mapping tools to develop precise engineering drawings that guided construction efforts successfully.
- Collaborated with multidisciplinary teams on complex projects such as transportation systems, water management facilities, or urban development planning efforts.
- Streamlined project workflows through efficient organization of files and records related to ongoing projects.
- Reduced errors in design documents through meticulous review and revision work before submission to clients or regulatory bodies.
- Increased cost-effectiveness by analyzing materials, labor costs, and equipment necessary for each project phase.
- Conducted extensive research and analysis to inform optimal material selection processes for various civil engineering works, resulting in improved durability and reduced maintenance costs over time.
- Assisted in the preparation of high-quality bids for potential clients, resulting in a higher success rate for securing contracts.
- Aided in managing budgets for multiple civil engineering projects simultaneously while ensuring cost control measures were maintained throughout all phases.
- Created detailed technical drawings and designs, incorporating special requests.
- Documented and reported project activities to senior engineer.
- Tested materials and tools for projects requiring special considerations.
- Tested soils and materials to determine foundation strength.
- Looked over proposed plans and project sites to coordinate layouts and site maps.
- Read blueprints and schematics to interpret building plans.
- Determined building materials needed for projects.
- Estimated costs of proposed projects and materials and operated within budget guidelines.
- Analyzed proposed site factors and designed maps, graphs and diagrams to illustrate findings.
- Created waterline profiles and storm sewer profiles based on plans provided by [Type] engineers.
- Determined occupancy and square footage within structures.
- Planned field surveys to locate new sites.
Education
Bachelor of Science - Civil Engineering
Youngstown State University
Youngstown, Ohio05.2006
Skills
- Stress Tolerance
- Crisis Management
- Emergency protocols
- Radio Communications
- Emergency Management
- Critical Decision-Making
- Call Center Operations
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Prioritizing Situations
- Attention to Detail
- Problem-solving abilities
- Dependable and Responsible
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Critical Thinking
- Computer Skills
- Organizational Skills
- Team Collaboration
- Team Leadership
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Dispatch Coordination
- Computer-aided dispatching
- CPR and First Aid
- NCIC Database
- Relationship Building
- Public Safety Telecommunicator (PST)
- Flexible Schedule
- Providing Clear Directions
- Radio Frequencies Monitoring
- Information documentation
- Team building
- Data Entry
- Safety Protocols
- Police and fire procedures
- Task Prioritization
- Map reading skills
- Self Motivation
- Basic life support understanding
- Coaching and Mentoring
- Interpersonal Skills
- Map Reading
- Analytical Thinking
- Emergency Medical Dispatch (EMD)
- Documentation
- Information intake
- Goal Setting
- Professionalism
- Good Judgment
- Interpersonal Communication
- Documentation And Reporting
- Public Safety Telecommunicator
- 911 System Information Databases
- Time management abilities
- Continuous Improvement
- Adaptability
- Written Communication
- Emergency support
- Data Systems Operation
- Emergency Response Procedures
- Information Relay
- Call Management
- Telephone Etiquette
- Communications Training Officer (CTO)
- Alarm Systems Monitoring
- Professional Demeanor
- Cross-Departmental Teamwork
- Problem-solving aptitude
- Unit Dispatch
- Call Records Maintenance
- Law Enforcement Collaboration
- Call Routing
- Agency Referrals
- Emergency Medical Instruction
- Emergency Medical Dispatch
- Analytical Skills
- Emergency Medical Dispatcher Certification
- Communications Training Officer
- Emergency Police Dispatcher Certification
Certification
- PST - Public Safety Telecommunicator
- CTO - Communications Training Officer
- EMD - Emergency Medical Dispatch
- Certified - PST Instructor
- CTO - Instructor
Timeline
9-1-1 Supervisor
City of Youngstown Ohio Police Department
03.2015 - Current
9-1-1 Dispatcher/Technical Agency Coordinator
City of Girard Ohio Police Department
11.2004 - Current
Civil Engineering Technician
Ms Consultants,inc.
06.1999 - 11.2019
Bachelor of Science - Civil Engineering
Youngstown State University
- PST - Public Safety Telecommunicator
- CTO - Communications Training Officer
- EMD - Emergency Medical Dispatch
- Certified - PST Instructor
- CTO - Instructor
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