Shantay Hines
2709 Preston Woods Lane Apt 9 Fayetteville,NC
Summary
Professional with strong background in emergency response and communication, adept at managing high-stress situations effectively. Skilled in operating dispatch systems, handling multiple tasks with precision, and maintaining clear, calm communication. Dependable team player focused on collaboration and adaptability, ensuring seamless operations and optimal outcomes in rapidly changing environments. Valued for problem-solving abilities, quick decision-making, and unwavering commitment to public safety and customer service.
Overview
12
12
years of professional experience
Work History
911 Emergency Dispatcher
I2MC Directorate of Emergency Services
01.2019 - Current
- 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 while providing pre-arrival instructions until responders arrive.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
911 Public Safety Telecommunicator
Cumberland County Emergency Services
05.2016 - 01.2019
- Supported fellow telecommunicators during high-stress situations, contributing to overall team success.
- Enhanced emergency response times by efficiently handling high call volumes and prioritizing emergencies.
- Maintained high levels of situational awareness by monitoring local news and weather updates to anticipate potential emergency situations.
- Provided exceptional customer service to callers, addressing their needs promptly and professionally.
- Ensured public safety by swiftly dispatching appropriate resources to the scene of incidents.
- Reduced stress for callers by maintaining a calm demeanor and providing clear instructions during crisis situations.
- Achieved high levels of proficiency in multitasking by managing phones, radios, computers, and other equipment simultaneously under pressure.
- Trained new telecommunicators on software systems, policies, and procedures for efficient integration into the team.
Medical Records Clerk
Cumberland County Health Department
05.2013 - 05.2016
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
Education
Bachelor of Science - Nursing/minor Psychology
Winston Salem State University
Winston-Salem, NC12-2006
Skills
- Computer-aided dispatch
- Emergency response coordination
- Situation assessment
- Crisis intervention
- Customer service
- Team collaboration
- Public safety knowledge
- Data entry
- Prioritization
- Memory retention
- Typing speed 50-60 wpm
- Situational awareness
- Information gathering
- Active listening
- Multitasking and prioritization
- Dependable and responsible
- CPR and first aid
Timeline
911 Emergency Dispatcher
I2MC Directorate of Emergency Services
01.2019 - Current
911 Public Safety Telecommunicator
Cumberland County Emergency Services
05.2016 - 01.2019
Medical Records Clerk
Cumberland County Health Department
05.2013 - 05.2016
Bachelor of Science - Nursing/minor Psychology
Winston Salem State University
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