Susan Myers
Overland Park Police Department
Shawnee
1
Certification
26
years of professional experience
Seasoned public safety professional with deep experience in dispatch coordination, call handling, and emergency protocols. Strong background in mentoring, training, and performance coaching, with a focus on clear communication and reliable service during high-stress situations. Proven ability to support safe, efficient response operations.
Work History
Dispatch Supervisor
11 Years 7 Months- Participated in all areas of emergency communications, including answering emergency calls, dispatching, entering information into computer aided dispatch systems and conducting records checks. Monitored alarms at City facilities and severe weather conditions. Proficient in performing all functions of the Police Dispatcher and Senior Police Dispatcher positions.
- Scheduled staffing assignments and adjusted coverage to meet operational demand.
- Evaluated dispatcher performance and provided coaching to improve precision and response handling.
- Enforced confidentiality standards and maintained compliance with departmental procedures and public safety protocols.
- Supervised dispatch employees and provided training focused on maximizing overall performance.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Organized regular shift meetings for information sharing purposes, addressing any issues or concerns raised by team members promptly and professionally.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Collaborated closely with other departments within the organization to optimize workflow processes across teams.
- Recruited highly qualified candidates, conducting interviews and providing onboarding support for new hires in the dispatch department.
- Reviewed standard operating procedures periodically, making recommendations for improvements based on industry best practices.
- Terminal Agency Coordinator responsibilities. Ensure department personnel are appropriately screened, trained, and adhere to established guidelines. Enters new users into computer systems. Process CJIS computer entries for validation; interpret, analyze, and audit CJIS entries. Ensure personnel have appropriate CJIS access. Trains department members on CJIS policies and procedures. Makes suggestions for department policy and procedure changes.
- Perform quality control checks of the work of subordinates.
Senior Dispatcher/Communications Training Officer
2 Years 1 Month- Prioritized emergency and non-emergency calls using CAD, dispatching officers, fire, and EMS with accuracy.
- Monitored radio traffic and relayed critical updates to field units, supporting safe response coordination.
- Managed multiple communication systems while maintaining calm, clear coordination during high-pressure incidents.
- Verified caller information and locations to improve response efficiency and reduce dispatch errors.
- Trained new dispatchers on call handling, radio procedures, and department communication standards.
- Maintained detailed logs and documentation to ensure accurate records and continuity of service.
- Evaluated dispatcher performance regularly to identify areas for improvement or recognition of exceptional work ethics.
- Developed training materials for new hires to quickly acclimate them to the dispatcher role and company protocols.
- Coordinated emergency response efforts during natural disasters or other crisis situations, working closely with relevant authorities to ensure prompt resolution and minimize negative impacts on service levels rendered to affected customers.
- Served as Acting Dispatch Supervisor when needed.
Dispatcher
3 Years 6 Months- Answered emergency and non-emergency calls, prioritized incidents, and dispatched officers using CAD systems.
- Monitored radio traffic, relayed critical updates, and maintained clear communication with field units.
- Entered accurate incident data, updated call notes, and verified information for response coordination.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Assisted officers with location checks, warrant inquiries, and status updates through NCIC and related systems.
- Utilizing criminal information systems to create, modify and remove stolen items, missing persons, warrants and violent persons.
- Coordinated multiple simultaneous incidents, maintaining composure and accuracy during high-pressure situations.
- Supported officer safety by tracking unit locations, relaying urgent information, and escalating priority events.
- Applied department procedures to route calls, resolve inquiries, and ensure efficient public safety response.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Lead Dispatcher
3 Years 7 Months- Supervised dispatch workflows, prioritizing emergency calls and unit assignments for efficient public safety response.
- Monitored radio traffic, CAD activity, and officer status to maintain accurate real-time situational awareness.
- Coordinated multi-line telephone communications, collecting critical details and relaying information to field units.
- Trained new dispatch staff on call handling, radio procedure, and department communication protocols.
- Verified information through records systems, ensuring accurate entry, updates, and message distribution.
- Resolved high-pressure incidents by staying calm, applying policy, and supporting rapid field decisions.
- Evaluated dispatch operations, identifying process gaps and improving workflow consistency across shifts.
- Supported emergency response coordination through clear communication, sound judgment, and dependable shift leadership.
- Managed a team of dispatchers, providing guidance and mentorship to improve overall job performance.
Dispatcher II/Communications Training Officer
2 Years- Dispatched officers using radio, CAD, and department procedures to support rapid field response.
- Monitored multiple radio channels, maintained situational awareness, and relayed critical updates to personnel.
- Answered emergency and non-emergency calls, prioritized incidents, and routed information to responding units.
- Trained new dispatch staff on communication protocols, CAD workflow, and emergency call handling.
- Entered, updated, and verified incident data in records and dispatch systems for accuracy.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Promoted teamwork among colleagues by proactively assisting others when needed.
Dispatcher
4 Years 3 Months- Dispatched emergency and non-emergency police units using radio and CAD system.
- Prioritized calls, assessed urgency, and coordinated rapid response for critical incidents.
- Monitored multiple radio channels to maintain clear communication across field operations.
- Documented incident details accurately in dispatch logs and records management systems.
- Verified caller information and location data to support effective law enforcement response.
- Maintained composure while managing high-volume calls and rapidly changing situations.
Education
No Degree - General Studies
No Degree - General Studies
High School Diploma
Skills
Dispatcher oversight
Dispatch coordination
Emergency protocols
Call handling
Dispatching procedures
Software proficiency
Workforce management
Decision-making
Problem-solving
Stress tolerance
Multitasking
Workflow prioritization
Team collaboration
Communication skills
Active listening
Conflict resolution
Mentoring and training
Training and onboarding
Employee onboarding
Progress checks
Radio communication
Resource coordination
Customer service
Resource coordination
Certification
NCIC Full Access
NCIC Terminal Agency Coordinator
NENA (National emergency numbers association) Center Manager Certification (CMCP)
Timeline
Dispatch Supervisor
Overland Park Police Department
02.2014 - 09.2025Read More
Senior Dispatcher/Communications Training Officer
Overland Park Kansas Police Department
01.2012 - 02.2014Read More
Dispatcher
Overland Park Kansas Police Department
08.2010 - 02.2014Read More
Lead Dispatcher
Shawnee Kansas Police Department
01.2007 - 08.2010Read More
Dispatcher II/Communications Training Officer
Shawnee Kansas Police Department
01.2005 - 01.2007Read More
Dispatcher
Shawnee Kansas Police Department
10.1999 - 01.2004Read More
Donnelly College
No Degree from General Studies
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Kansas City Kansas Community College
No Degree from General Studies
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Bishop Miege High School
High School Diploma
Read More