Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Roberta Vela

San Antonio,Texas

Summary

It has been my pleasure to be a part of the San Antonio Police Department for 20 years as a 911 call taker and currently retired. During that time I was able to substitute as the supervisor as part of our city's teamwork incentive, as a trainer I trained new in coming employees showing innovation for expansion, exercising customer service with the upmost professionalism to our citizens while maintaining their safety and the safety of police officers. I have utilized our City's continuing education program to attend the University of North Texas. My experience in working previously at Southwest mental health facility was a great asset to my career with the police department. My future goals are to move further on into a new career taking with me knowledge from my past career. I would like to enter a new position where I may gain new experiences and education to continue to help people in our city. I'm excited to make a difference with a new career.

Overview

30
30
years of professional experience
1
1
Certification

Work History

911 Call Taker

City of San Antonio
05.2004 - 09.2024
  • Received several calls per hour covering both emergency and non-emergency situations.
  • Used probing questions and call control techniques to get scared or stressed individuals to follow instructions.
  • Documented calls in full with details about callers, emergency situations, and findings of first response teams.
  • Selected appropriate teams and resources to coordinate responses to emergencies of different natures and in different jurisdictions.
  • Answered administrative phone lines between emergency calls to convey information related to operations or emergency response.
  • Verified number and location data using mapping software for accuracy and reliability.
  • Employed language interpretation services to assist callers with language barriers.
  • Maintained communications during life-threatening emergencies by providing safety instructions until field units arrived.
  • Relayed up-to-the-minute information between callers, first responders and incoming personnel.
  • Offered pre-arrival and post-dispatch instructions to aid or calm callers during high-stress situations.
  • Received as many as 100+ calls per shift on busy day, covering entire City of San Antonio and surrounding areas.
  • Scanned maps and used internal databases while on the phone with callers to locate the scenes and obtain additional information.
  • Utilized reference resources to determine nature and priority of emergency incidents.
  • Fully documented the details provided by callers to help the first responders understand the situation.
  • Documented incident details to establish urgency, categorize incident type, and obtain proper help for caller.
  • Determined the appropriate response for the situation and dispatched the local fire, ambulance or police service.
  • Obtained the most important information from callers, including their locations, their current issues and the level of the emergency.
  • Multitasking on taking 911 calls and Text to 911.
  • Continually upgraded knowledge on local geography and landmarks to provide accurate directions to first responders during high-pressure situations.
  • Enhanced team performance by participating in regular training sessions and sharing knowledge with fellow call takers.
  • Collaborated with first responders such as EMT's to provide timely updates on ongoing incidents, facilitating informed decision making.
  • Certified in Cardiopulmonary Resuscitation (CPR)


Substitute Teacher, K-5

San Antonio Independent School District
09.1996 - 05.2004
  • Delivered lesson plans and engaged with students for duration of teacher absence.
  • Assigned classwork and homework, making corrections and revisions to provide feedback.
  • Managed and implemented classroom activities in alignment with student learning goals.
  • Assessed and reported on student progress and behavior.
  • Encouraged students to contribute to curriculum planning.
  • Supervised classroom aides, assistants, and volunteers.
  • Prepared structured lesson plans to encourage and foster skill development.
  • Completed student development assessments.
  • Maintained safe and healthy learning environment.
  • Maintained open communication with administrators and lead teacher.
  • Supervised students in classrooms, cafeterias, halls, schoolyards, and on field trips.
  • Helped students with work and assignments.
  • Read and interpreted teacher instructions and gave pre-planned lessons.
  • Maintained detailed and accurate class and student documentation to keep records current.
  • Left notes for teachers regarding activities and student behavior.
  • Worked with and supervised students in absence of head teacher.

MENTAL HEALTH CHILDCARE EDUCATOR

Southwest Mental Health Center, Signature Healthcare Services
02.1995 - 05.1996
  • Used medical terminology and physical strategies to manage behaviors and uphold mental health treatment plans.
  • Tracked medication activities and used care-focused approaches to improve compliance with prescribed protocols.
  • Updated clinical documentation and administrative medical mental health reports with timely and accurate information to doctors of patients.
  • Worked closely with family members that were housed in medical treatment center and treatment teams to implement effective support networks and reinforce positive mental health behaviors.
  • Employed stabilizing and client-centered techniques to successfully intervene during emergency situations.
  • Developed therapeutic relationships with assigned patients to foster mental health and alleviate symptoms of mental illness.
  • Maintained optimal safety standards to protect patients from germs and personal data disclosures.
  • Collaborated with interdisciplinary care team to develop and implement successful care plans.
  • Supported the facility's patients through compassionate teaching and counseling.
  • Delivered first-rate care to mentally ill, emotionally disturbed and developmentally disabled patients.
  • Helped patients develop their interpersonal, social and child development-related skills.
  • Observed and documented the mental behaviors and conditions of the patients under care.
  • Worked with doctors, psychologists and rehabilitation therapists to help patients return to their communities.
  • Used both verbal and physical techniques to restrain suicidal and violent patients.
  • Collaborated with parents to address individual child needs and discuss medical progress reports regularly.
  • Coordinated with other staff members effectively in order to provide a cohesive childcare program promoting teamwork and collaboration.
  • Ensured the mental health and safety of children by consistently monitoring their activities both indoors and outdoors.
  • Implemented hands-on learning opportunities that encouraged exploration, problem-solving, and critical thinking skills among children.
  • Developed strong relationships with families, maintaining open communication channels for optimal support of each child''s mental health growth and wellbeing.
  • Enhanced children''s cognitive and social development by implementing age-appropriate activities and games.
  • Streamlined daily routines, resulting in increased efficiency and smoother classroom operations.
  • Instructed children in health and personal habits, such as eating, resting, and toileting.
  • Documented behavior, development and learning of children to enable tracking history and maintain accurate records.

Education

High School Diploma -

Providence Catholic High School
San Antonio, TX
05-1990

Skills

  • Secure sensitive information on mental health patient
  • Assess needs
  • Complete official medical forms
  • Motivation
  • Research of medical patients
  • Multitasking
  • Task prioritization
  • Teamwork
  • Coordination
  • Collaboration
  • Windows and Excel operation
  • Creative thinking
  • Training
  • Customer relations
  • Planning
  • Prioritization
  • Organization
  • Substitute supervisor
  • Use of medical terminology for reports and in person discussions with doctors and patients

Accomplishments

*Certified in CPR

*Served as the City of San Antonio Employee Management Committee representative for San Antonio Police Communications Department

*Awarded and the first time recipient of the Life Saving Award presented by Chief of Police William Mcmanus


Certification

Certified in Cardiopulmonary resuscitation (CPR)

Timeline

911 Call Taker

City of San Antonio
05.2004 - 09.2024

Substitute Teacher, K-5

San Antonio Independent School District
09.1996 - 05.2004

MENTAL HEALTH CHILDCARE EDUCATOR

Southwest Mental Health Center, Signature Healthcare Services
02.1995 - 05.1996

High School Diploma -

Providence Catholic High School

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