Shawna Coen
Burleson,TX
Summary
Reliable and detail-oriented emergency dispatcher with a strong track record in managing emergency calls and coordinating with public safety agencies. Committed to maintaining accurate documentation and enhancing team performance through effective training and communication.
Professional with solid background in security operations and emergency response coordination. Skilled in monitoring systems, managing communications, and executing critical protocols. Strong focus on team collaboration and achieving results, adaptable to changing needs. Reliable with excellent problem-solving abilities, effective communication, and keen attention to detail.
Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel.
Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Hospital Security Dispatcher
Cook Children's Medical Center
Fort Worth, TX
12.2024 - Current
- Monitored security cameras and alarms to ensure facility safety and compliance.
- Coordinated emergency response efforts, effectively communicating with security personnel and local authorities.
- Maintained accurate incident reports and logs, ensuring thorough documentation of events.
- Assisted in training new dispatch staff on operational protocols and equipment usage.
- Implemented efficient radio communication procedures to enhance team coordination during incidents.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
- 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.
- Collaborated with healthcare professionals to address safety concerns within the medical center environment.
- Trained new dispatchers on company protocols, software systems, and effective communication techniques for better team performance.
- Maintained accurate records of dispatched calls, ensuring timely follow-up on pending issues and seamless shift transitions.
- Assisted in emergency situations, coordinating resources and providing critical information to first responders.
911 Emergency Dispatcher
Burleson Police Department
Burleson, TX
05.2022 - 05.2023
- Responded promptly to emergency calls, assessing situations and dispatching appropriate resources.
- Utilized computer-aided dispatch system to log incidents and track unit status effectively.
- Communicated clearly with first responders, ensuring accurate information flow during emergencies.
- Monitored radio communications, prioritizing calls based on urgency and type of incident.
- Maintained detailed records of dispatch activities for review and compliance purposes.
- Coordinated with various public safety agencies to streamline response efforts during critical incidents.
- 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.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Increased dispatcher efficiency with thorough knowledge of jurisdictional geography, ensuring optimal routing for first responders.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Continuously updated knowledge of changing policies, procedures, and technologies within the 911 Emergency Dispatcher field through ongoing professional development opportunities.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Answered calls from automatic routing system and took basic information from callers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Followed established protocols for professional handling of emergency situations.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- 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.
911 Dispatcher
Irving Police Department
Irving, TX
05.2020 - 06.2022
- Operated multi-line telephone systems to efficiently manage emergency calls
- Coordinated response efforts among police, fire, and medical services during high-pressure situations
- Monitored radio communications to ensure real-time information flow between units and dispatch center
- Maintained accurate records of incidents and responses in compliance with departmental protocols
- Assessed caller needs quickly to prioritize emergencies and allocate resources effectively
- Provided support and guidance to junior dispatchers, enhancing team performance and workflow
- Implemented process improvements for call handling, increasing overall efficiency in emergency response
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Increased situational awareness among responding units through timely updates on evolving incident conditions.
- Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
- Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
- Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
- Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
- Supported efficient response efforts with effective triage of emergency situations, ensuring proper allocation of resources.
- Maintained high levels of caller satisfaction, providing calm and clear instructions during stressful situations.
Emergency Call Taker Dispatcher
CareFlite
Grand Prairie, TX
03.2012 - 03.2020
- Managed incoming calls to ensure timely and accurate information delivery.
- Coordinated communication between emergency response teams and callers for efficient service.
- Utilized call management systems to log details and track service requests effectively.
- Trained new team members on call protocols and best practices for customer interaction.
- Analyzed call data to identify patterns, improving response strategies and customer satisfaction.
- Developed training materials that enhanced team performance and operational efficiency.
- Facilitated regular feedback sessions to refine processes and enhance call quality standards.
- Utilized CRM software proficiently, updating caller records accurately after each interaction for seamless documentation and follow-up processes.
- Provided empathetic support to distressed callers, offering guidance on available resources or directing them to appropriate channels for further help when necessary.
- Contributed to the development of internal resources such as scripts, FAQs, and training materials for better call efficiency.
- Handled sensitive information with discretion, safeguarding customer privacy while adhering to company policies and regulations.
- Managed high-pressure situations calmly, ensuring timely assistance to callers during peak hours or emergency scenarios.
- Distinguished between several voices simultaneously while acquiring and retaining information.
- Maintained a professional demeanor, managing difficult callers and deescalating tense situations.
- Monitored multiple computer screens simultaneously.
- Dealt successfully with individuals from various socio-economic, ethnic and cultural backgrounds.
- Prioritized time-sensitive calls effectively, ensuring efficient allocation of resources in emergency situations.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Connected callers with appropriate professional, department, or business.
- Delivered prompt service to prioritize customer needs.
- Collaborated with healthcare partners to streamline communication and improve patient transport coordination.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Resolved conflicts between field units, ensuring smooth operation and team cohesion.
- Streamlined communication between dispatch and field units, reducing misunderstandings and errors.
Education
High School Diploma -
Skills
- Geographical expertise
- Security systems
- Alarm systems monitoring
- Time management
- Prioritizing situations
- Attention to detail
- Problem-solving abilities
- Dependable and responsible
- Multitasking
- Reliability
- Decision-making
- Situational awareness
- Map reading skills
- Emergency medical dispatch (EMD)
- Good judgment
Accomplishments
Careflite- February, 2020 and April 2018 Employee of the month
CareFlite- Nominated Dispatcher of the year, July 2012.
Irving Police Department- Communications Rookie of the Yea, 2022.
Certification
- EMD - Emergency Medical Dispatch
- TOPS Level 2 Hospital Security Certification
- Mas Casualty Certification
- CPR, AED for Adults, Child, and Infant Certification
- Electronic Fingerprinting through L1 Identity Solutions
- Notary- For the state of Texas
Emergency Medical Dispatch
Emergency Medical Dispatcher since 2012.
Timeline
Hospital Security Dispatcher
Cook Children's Medical Center
12.2024 - Current
911 Emergency Dispatcher
Burleson Police Department
05.2022 - 05.2023
911 Dispatcher
Irving Police Department
05.2020 - 06.2022
Emergency Call Taker Dispatcher
CareFlite
03.2012 - 03.2020