Shanna Hixenbaugh
Santa Maria,CA
Summary
Experienced dispatcher with over twenty-two years of experience in Law Enforcement and Fire dispatching services. Excellent reputation for resolving problems, and dedicated to efficiency and reliability in work and collaborative projects.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Dispatcher II
Santa Maria Police Department
Santa Maria, CA
07.2022 - Current
- POST Certified Trainer
- Receives and processes routine and emergency calls for service.
- Determines nature and priority of call and dispatches appropriate equipment and personnel.
- Secures and records information of the transmission.
- Provides routine information and assistance to the public over the telephone.
- Operates a CLETS teletype and computer terminal (or related equipment).
- Monitors various multi-channel radio frequencies.
- Performs routine clerical and/or record keeping work.
- May act as lead supervisor in his/her absence.
- Scope of assigned area will depend on departmental structure and is at the discretion of the department director.
- Upholds the values of the organization and has strong customer service orientation.
- Performs other related projects and duties as assigned.
Communications Technician
San Luis Obispo Police Department
San Luis Obispo, CA
12.2021 - 07.2022
- Receives information and requests for services from the public via telephone and Text to 9-1-1.
- Receives information via radio over numerous police, fire, and public works radio frequencies.
- Uses various computer programs to provide resource information to field units, other agencies, and the public.
- Makes accurate entries into the California Law Enforcement Telecommunications System and collects and enters pertinent information into local data storage systems.
- Analyzes situations accurately and takes effective action to help assure officer and citizen safety.
- Communicates in a calm, clear, easily understood voice with proper diction, under stressful conditions.
- Dispatches emergency police, fire, and other City resources/vehicles to scenes of requests for service in accordance with established policies and procedures. Prioritizes and assigns appropriate resources for emergency and non-emergency service calls.
- Provides medical pre-arrival instructions using established emergency medical dispatch protocols.
- Maintains computerized and paper indexes of information in the communications center.
- Disseminates information on wanted persons, property, warrants, etc.
- Responsible for proper care of communications equipment. Maintains security for confidential or restricted information.
- Performs related duties similar to the above in scope and function as required.
Senior Dispatcher
Santa Maria Police Department
Santa Maria, CA
11.2015 - 12.2021
- Write annual performance evaluations
- Act as Fire/EMS Liaison
- Performs Quality Assurance evaluations
- Serves as a lead dispatcher in the Communications Center; performs full range of radiotelephone operational duties in dispatching public safety personnel and equipment; provides direction and assistance to personnel on an ongoing basis
- May act as Dispatch Supervisor.
- Receives and processes routine and emergency calls for service; uses computer-aided dispatching systems; interfaces with advanced 911 telephone system; uses multi-channel radio systems; etc.
- Determines nature and priority of call and dispatches appropriate equipment and personnel.
- Accurately secures and records information of reported emergency/problem; provides routine information and assistance to the public over the telephone; operates a CLETS teletype (or related system) and computer terminal to obtain, disperse, or verify information.
- Monitors radio frequencies of other departments and agencies (Santa Barbara County Sheriff, City of Santa Maria Utility Control, etc.).
- Performs routine clerical and/or record keeping tasks.
- Scope of assigned area will depend on departmental structure and is at the discretion of the department director.
- Upholds the values of the organization and has strong customer service orientation.
- Performs other related projects and duties as assigned.
Dispatcher II
Santa Maria Police Department
Santa Maria , CA
07.2008 - 11.2015
- POST Certified Trainer
- Transmits and receives radio, telephone, teletype messages, and other electronic communications equipment.
- Receives and processes routine and emergency calls for service.
- Determines nature and priority of call and dispatches appropriate equipment and personnel.
- Secures and records information of the transmission.
- Provides routine information and assistance to the public over the telephone
- Operates a CLETS teletype and computer terminal (or related equipment).
- Monitors various multi-channel radio frequencies.
- Performs routine clerical and/or record keeping work.
- May act as lead supervisor in his/her absence.
- Scope of assigned area will depend on departmental structure and is at the discretion of the department director.
- Upholds the values of the organization and has strong customer service orientation.
- Performs other related projects and duties as assigned.
Communications Dispatcher
Santa Barbara Sheriff
Santa Barbara, CA
10.2000 - 07.2008
- Uses appropriate automated data bases (e.g. vehicle, criminal history, driver's license, wants and warrants, stolen property, gun, and various specialized data bases) and reference material (codes, wanted lists, directories, manuals, etc.) to obtain or accurately update information. Uses telephone system and related equipment, radio broadcasting equipment, and/or computer-aided dispatch (CAD) system properly when receiving and dispatching calls for service.
- Handling multiple calls for assistance at the same time; taking a complaint while monitoring radio traffic, teletypes; coordinating the response of multiple field units to an incident or several ongoing incidents; monitoring multiple radio channels at the same time; and tracking the status of field personnel while performing other duties (e.g. taking complaints or dispatching).
- Evaluating initial information and quickly determining whether an incident is an emergency; receiving multiple radio transmissions in rapid succession and determining that they pertain to the same incident; and taking several calls reporting different parts of the same incident and quickly combining the information to gain an overall picture of what happened.
Communications Technician
San Luis Obispo Police Department
San Luis Obispo, CA
10.2003 - 11.2005
- Receives information and requests for services from the public via telephone and Text to 9-1-1.
- Receives information via radio over numerous police, fire, and public works radio frequencies.
- Uses various computer programs to provide resource information to field units, other agencies, and the public.
- Makes accurate entries into the California Law Enforcement Telecommunications System and collects and enters pertinent information into local data storage systems.
- Analyzes situations accurately and takes effective action to help assure officer and citizen safety.
- Communicates in a calm, clear, easily understood voice with proper diction, under stressful conditions.
- Dispatches emergency police, fire, and other City resources/vehicles to scenes of requests for service in accordance with established policies and procedures. Prioritizes and assigns appropriate resources for emergency and non-emergency service calls.
- Provides medical pre-arrival instructions using established emergency medical dispatch protocols.
- Maintains computerized and paper indexes of information in the communications center.
- Disseminates information on wanted persons, property, warrants, etc.
- Responsible for proper care of communications equipment. Maintains security for confidential or restricted information.
- Performs related duties similar to the above in scope and function as required.
Public Safety Dispatcher I
Santa Barbara Police Department
Santa Barbara, CA
01.2000 - 07.2000
- Provide exemplary customer service to all individuals by demonstrating a willingness to be attentive, understanding, responsive, fair, courteous and respectful, and to actively participate in maintaining a positive customer service environment.
- Receive on-the-job training and may receive formal classroom instruction.
- Answer the telephone and receive emergency, non-emergency, and 9-1-1 requests for assistance; evaluate the information and create a CAD system incident, or provide information to the caller, or transfer the call to the proper emergency service provider.
- Dispatch police/fire personnel utilizing the CAD system and maintain radio communication.
- Operate a Computer Aided Dispatch (CAD) system, video display terminals, and associated equipment.
- Maintain familiarity with major roads, streets, areas, industrial and public facilities within City boundaries.
- Analyze situations accurately and take effective action to help assure officer safety.
- Monitor and maintain status of assigned public safety personnel and equipment;
initiate fire equipment moves-ups to ensure adequate citywide fire protection. - Determine nature, priority and disposition of calls.
- Operate computers, video display terminals and associated equipment.
- Inquire, interpret, verify, receive and disseminate information from law enforcement computer networks relating to wanted persons, stolen property, vehicle registration, etc.
- May be required to provide the public with basic first aid and pre-arrival instructions
during medical emergencies following the established EMD protocols. - Perform other duties as required.
Education
Associate of Arts - Liberal Arts And Sciences
Allan Hancock College
Santa Maria, CA05.2023
Skills
- Schedule Management
- Effective Communication
- Creative Solutions
- Empathy and Compassion
- Multi-tasking
Certification
- Advanced POST
- CPR/First Aid, EMD Certified
Timeline
Dispatcher II
Santa Maria Police Department
07.2022 - Current
Communications Technician
San Luis Obispo Police Department
12.2021 - 07.2022
Senior Dispatcher
Santa Maria Police Department
11.2015 - 12.2021
Dispatcher II
Santa Maria Police Department
07.2008 - 11.2015
Communications Technician
San Luis Obispo Police Department
10.2003 - 11.2005
Communications Dispatcher
Santa Barbara Sheriff
10.2000 - 07.2008
Public Safety Dispatcher I
Santa Barbara Police Department
01.2000 - 07.2000
Associate of Arts - Liberal Arts And Sciences
Allan Hancock College