Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
References
Timeline
Generic

Santiago Sanchez

Hamden,CT

Summary

Seasoned 911 Dispatcher from City of New Haven, adept in bilingual communication and critical thinking, excelled in high-stress situations, ensuring swift emergency response. Recognized for enhancing customer satisfaction and streamlining processes, leveraging advanced computer-based dispatch systems and effective problem-solving skills.

Overview

10
10
years of professional experience
1
1
Certification

Work History

911 Dispatcher

City of New Haven
New Haven, CT
04.2020 - Current
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Dispatched police officers and emergency personnel to calls for service.
  • Used radio, telephone and computer system to update first responders with new information.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Assigned appropriate resources for responding to incidents based on established guidelines and protocols.
  • Received, evaluated and prioritized incoming emergency calls from the public; dispatching appropriate personnel and equipment.
  • Utilized multi-line telephone system to answer inquiries from the public regarding emergencies, non-emergencies, police services.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Advised supervisors on new methods for improving efficiency of operations within communications center.
  • Dispatched medical crews to accident scenes according to severity of injuries reported by witnesses or victims.
  • Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
  • Provided pre-arrival instructions to callers in life threatening situations.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.

911 Dispatcher

Morris County
Parsippany, NJ
11.2017 - 04.2020
  • Dispatched police officers and emergency personnel to calls for service.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Monitored alarms, surveillance systems, cameras, and other security devices for potential threats or suspicious activity.
  • Used radio, telephone and computer system to update first responders with new information.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Coordinated activities between multiple agencies during emergency situations.
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
  • Ensured that all policies and procedures were followed in accordance with local laws and regulations governing 911 services.
  • Assigned appropriate resources for responding to incidents based on established guidelines and protocols.
  • Received, evaluated and prioritized incoming emergency calls from the public; dispatching appropriate personnel and equipment.
  • Utilized multi-line telephone system to answer inquiries from the public regarding emergencies, non-emergencies, police services.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Entered pertinent information into computer aided dispatch system; maintained detailed records of all dispatched calls.
  • Dispatched medical crews to accident scenes according to severity of injuries reported by witnesses or victims.
  • Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
  • Provided pre-arrival instructions to callers in life threatening situations.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Recognized by management for providing exceptional customer service.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Assisted with customer requests and answered questions to improve satisfaction.

911 Dispatcher

City of New Haven
New Haven, CT
10.2014 - 11.2017
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Dispatched police officers and emergency personnel to calls for service.
  • Used radio, telephone and computer system to update first responders with new information.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Assigned appropriate resources for responding to incidents based on established guidelines and protocols.
  • Received, evaluated and prioritized incoming emergency calls from the public; dispatching appropriate personnel and equipment.
  • Utilized multi-line telephone system to answer inquiries from the public regarding emergencies, non-emergencies, police services.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Dispatched medical crews to accident scenes according to severity of injuries reported by witnesses or victims.
  • Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
  • Provided pre-arrival instructions to callers in life threatening situations.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Education

Associate of Arts - Communications

Essex County College
Newark, NJ
06-2008

Skills

  • Bilingual
  • Map reading skills
  • Computer-based dispatch systems
  • Police and fire procedures
  • Decision-making
  • Critical thinking
  • Stress tolerance
  • Active listening
  • Information gathering and relay
  • Works Well Under Pressure
  • Multitasking and prioritization
  • Verbal and written communication
  • Emergency medical instruction
  • EMS dispatch
  • Typing speed
  • Problem-solving
  • Call control techniques

Accomplishments

  • Customer Service Recognition

Languages

Spanish
Native/ Bilingual

Certification

  • State of Connecticut Emergency Telecommunications Operator Certification
  • Collect/NCIC Certification
  • CPR Certification

References

References available upon request.

Timeline

911 Dispatcher

City of New Haven
04.2020 - Current

911 Dispatcher

Morris County
11.2017 - 04.2020

911 Dispatcher

City of New Haven
10.2014 - 11.2017

Associate of Arts - Communications

Essex County College

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Santiago Sanchez