Susanne King
Florence,AL
Summary
A dedicated 911 employee offering 19 years of experience, with 18 years as a Trainer. Extensive training in Fire Service Communications, Public Safety Telecommunications, Law Enforcement Communications, and a Communications Center Supervisor for over 10 years, and fortunate to train with local and state Emergency Management on disaster exercises. Proven leader in emergency communications, adept at critical decision-making and fostering team excellence, significantly enhanced operations at Florence-Lauderdale E911. Skilled in computer-aided dispatching and effective communication, I've mentored staff to peak performance, ensuring rapid, coordinated responses to emergencies, with a focus on continuous improvement and public safety. Having pride in job performance and wanting what is best for co-workers, responders, the agency and citizens of this county is of utmost importance. Committed professional with a solid history of accomplishment in helping people handle emotionally charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies.
Overview
23
23
years of professional experience
1
1
Certification
Work History
911 Communications Supervisor/CTO
Florence-Lauderdale E911
110 W. College St. Florence, AL. 35630
08.2005 - Current
- Shift Supervisor to a minimum of 3 Dispatchers during a 12-hour shift. While monitoring the room activity, continue to communicate with all First Responders via radio or phones, and being the primary PSAP in Lauderdale County, answering all the 911 calls and non-emergency calls that come into the comm center and answer the EMA phone after hours.
- Dispatch for 30 different agencies including: Florence City Fire Department, 14 Volunteer Fire Departments, 5 Police Municipalities, Lauderdale County Sheriff Dept, Lauderdale County Emergency Management, Lifeguard Ambulance Service, On-call Florence City Gas Dept. and Florence Water/Wastewater Dept., Lauderdale Co. Coroner, Lauderdale County Forestry, on-call DHR and our comm center is the 24 hour Warning Point for Lauderdale County in contact with Brown's Ferry Nuclear Power Plant.
- Assuring the proper forms and paperwork are completed properly including Bolo's, Warrants, stolen items in NCIC and Spillman.
- Accuracy in dispatching resources with the implementation of computer-aided dispatch system, and complex radio system.
- Assuring call-taking procedures and prioritizing emergency situations are completed with the assistance of CAD, RapidSOS and Texty.
- EMD/CPR certified so that giving pre-arrival medical instructions to callers is effective until responders arrive.
- Assuring that scheduling and staffing needs are met during a 12 hour shift, optimizing coverage during special events or weather events.
- Maintaining up-to-date knowledge of practices and skills by attending conferences, workshops, and training exercises with both 911 and EMA
- Encouraging the types of environments with my co-workers that really emphasize teamwork, cooperation, and excellence in everyday tasks among employees.
- Ensuring timely resolutions of technical issues by coordinating with IT support staff and Vendors as needed.
- Maintain working relationships with external agencies such as local hospitals, utilities providers, and transportation services for seamless coordination during emergencies.
- Assisting management by implementing comprehensive training programs for new hires.
- Assisting 911 and EMA in coordinating resource allocation during large-scale events or disasters, ensuring efficient utilization of available assets.
- Assist callers in emergency situations with appropriate information and support, such as giving pre-arrival medical instructions.
- Dispatch multiple agencies to emergency situations and relay up to date information to first responders via electronic means, telephone calls, and radio responses.
- Applying interpersonal skills in neutralizing hostile and emotionally charged situations either on 911 calls or in Comm Center situations.
- Communication with emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Receiving 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.
- Operated emergency response systems to update and retrieve up-to-date information for first responders such as Tornado sirens, Siren alert system for Browns Ferry, County Fire Paging System
- Reducing risks and emergency response issues by observing public safety field units.
- Mentoring new hires, to help them reach their full potential, resulting in stronger staff development and increased productivity.
- Coaching new hires and current employees on best practices, providing constructive feedback to support their professional growth.
- Evaluating effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement with DORs and checklists as well as other tools implemented in our training program.
- Involved in some hiring process of individuals
- Trainer/CTO since 2006, with goals to provide all new hires with resources, support and provide smooth onboarding processes. With applications of adult learning principles applied and progressive training program, so they can excel in their role as dispatchers and enjoy their career.
Customer Service Manager
Superior Profiles
Florence, AL
03.2002 - 01.2004
- Received orders from clients for crown molding
- Followed through with client requests to resolve problems.
- Maintained excellent customer service and positive attitude.
- Performed data entry in Excel for all orders
- Maintained accurate shipping schedules by coordinating with transport providers and processing necessary documentation swiftly.
- Processed required paperwork to expedite handling of shipped and received goods.
- Performed monthly inventory of warehouse
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
Education
License - Master Cosmetology
Ray's School of Cosmetology
Florence, AL1993
High School Diploma -
Brooks High School
Killen, AL05.1991
Skills
- Critical Decision-Making
- Emergency Comm Center Operations
- Time management
- Active listening
- Dependable and responsible
- Teamwork and Collaboration
- Effective communication
- Problem-Solving
- Multitasking
- Presentation
- Adult learning principles
- Classroom experience
- Team Leadership
- Professional demeanor
- Organizational skills
- Computer-aided dispatching
- Attention to detail
- Incident management
- Presentations and demonstrations
- Adaptability and flexibility
- New hire training/Remedial training
- Coaching and mentoring
- Verbal and written communication
- Documentation
- Good judgment
- Employee interviewing
- Orientation and onboarding
- Quality assurance & Liability knowledge
- Materials organization
- Course planning & coordination
- Proficient with Microsoft Office
- Call management
- Telephone etiquette
- ECC protocols & procedures
- Communications Training Officer (CTO)
- Cross-departmental teamwork
- Critical thinking
- Record-keeping
- Adaptability
- Stress management
- Goal setting
- Documentation and reporting
- Public safety telecommunicator (PST1)
- Public safety telecommunicator Instr
- Interpersonal communication
- Information gathering
- Emergency medical dispatch (EMD)
- Conflict resolution
- Map reading
- Interpersonal skills
- Task prioritization
- Confidentiality understanding
- Police and fire protocols & procedures
- Information documentation
- Criminal Justice Information Services (CJIS)
- Fire Service Comm telecommunicator (FSC)
- Fire Service Comm telecommunicator Instr
- Communication Center Supervisor
- Emergency Medical Dispatch (EMD)
- Radio communications
- Goal setting
- Documentation and reporting
- Public safety telecommunicator (PST1)
- Public safety telecommunicator Instr
- Interpersonal communication
- Information gathering
- Emergency medical dispatch (EMD)
- Conflict resolution
- Map reading
- Interpersonal skills
- Task prioritization
- Confidentiality understanding
- Police and fire protocols & procedures
- Information documentation
- Criminal Justice Information Services (CJIS)
- Fire Service Comm telecommunicator (FSC)
- Fire Service Comm telecommunicator Instr
- Communication Center Supervisor
- Emergency Medical Dispatch (EMD)
- Radio communications
Certification
- Communications Training Officer APCO Institute expires 2026/June
- Fire Service Communications APCO Institute expires 2026/July
- Fire Service Communications Instructor APCO Institute expires 2025/March
- Public Safety Telecommunicator APCO Institute expires May/2026
- Public Safety Telecommunicator Instructor APCO Institute expires June/2026
- Law Enforcement Communications APCO Institute expires April/2026
- Alabama Emergency Medical Dispatch Alabama 911 Board expires 2026/June
- Reset ir or Regret it On Scene First 2024/March
- AIDB Rise Autism Northwest Shoals Community College 2024/September
- Basic Life Support-CPR American Heart Association expires 2026/June
- DOR's + SEGs= Reduced Training Liability APCO CTO Illuminations 2024/March
- Situational Awareness APCO CTO Illuminations 2024/June
- Your Trainee: Friend or Foe? APCO CTO Illuminations 2023/September
- NCIC Certified State of Alabama Law Enforcement Agency since 2005
- Communications Center Supervisor APCO expires 2025/April
- APCO Workshop APCO International 2017/April
- FBI/Criminal Justice Information Services Division- 2 Day NCIC All-State Training 2024/June
- The Public Safety Group- Am I just a Dispatcher 2024/August
- Training exercises with AEMA and R5 at Joe Wheeler, Talladega, Guntersville, Spanish Fort
- CTO Illuminations quarterly class- Liability of a CTO, APCO Institute
- Lauderdale County Drug Task Force- Meth Lab Awareness
- National Academy of Emergency Medical Dispatch- Certified Advanced Emergency Medical Dispatcher 2005
- All Hazards Incident Communication Center Manager (INCM) U.S. Department of Homeland Security 2016/December
- Comprehensive Quality APCO Institute July/2023
- Surviving Stress APCO Institute October/2023
- The State of 911 Staff Performance and Retention APCO Institute Webinar May/2023
- Diversity Intelligence in 911 Alabama Virtual Academy April/2024
- Who Moved My Headset Alabama Virtual Academy April/2024
- Followership Alabama Virtual Academy 2024/May
- ICS-100 Introduction to the Incident Command System FEMA 2006/July
- ICS-100.b Introduction to Incident Command System FEMA 2016/November
- IS-100.c Introduction to Command System, ICS-100 FEMA 2023/May
- IS-144 Telecommunicators Emergency Response Taskforce (TERT) FEMA 2017/March
- Is Our Training Program Meeting Our Needs APCO CTO Illuminations 2023/April
- Public Safety Telecommunicator I/II Alabama Fire College 2013/September
- IS-700.b An Introduction to the National Incident Management System FEMA 2023/November
- IS-800.d National Response Framework, An Introduction FEMA
- Bullying and Negativity in the Communications Center APCO Institute October/2023
- My Trainees are Leaving. Is It Me APCO CTO Illuminations 2023/October
- Alabama APCO Workshop
- ALPST-1 Reciprocity Acknowledgement Alabama Virtual Academy
- The Dispatchers Role in Officer Safety University of North Alabama
- Dealing with Suicidal Callers University of North Alabama- Public Safety Institute
- Lauderdale County Domestic Violence Training Class Florence Police Department
- DOT/Hazmat Response Awareness Florence Fire Department
- County Wide HSEEP Compliant Tabletop Exercise Florence Lauderdale EMA
- CEU APOSTC ACJIC Users Conference
- Landing Zone Procedures for Emergency Medical Helicopters Air Evac 2013
- Officer Involved Shooting Northeast Mississippi Law Enforcement Training Center 2015
- IS-700 National Incident Management System (NIMS) FEMA 2006/July
- IS-200.b Basic Incident Command System for Initial Response FEMA 2023/May
- Reaching Out and Focusing In Alabama Women in Law Enforcement Conference 2015
- The Conference on Customer Service SkillPath Seminars 2010
- Emergency Management Information Tracking System (EMITS) Alabama EMA 2010
- IS-200 ICS for Single Resources and Initial Action Incidents FEMA 2006/July
- ProQA Training Course Priority Dispatch 2006
- Alabama APCO Workshop APCO International 2014
- Basic Radiation Training ADPH
- IS-200.b ICS for Single Resources and Initial Action Incident FEMA 2016/November
- IS-800.b National Response Framework FEMA 2008/August
- IS-800.d National Response Framework FEMA 2023/November
- IS-700.a National Incident Management System (NIMS) FEMA 2016/November
- Making a Difference in the Lives of Others Alabama Cooperative Extension Systems 2016
- ICS-300 Intermediate ICS for Expanding Incidents FEMA 2010
- Improving Staff & Retention: Why Targeted Quality Assurance is Essential APCO Institute Webinar May/2024
- Wellness in Action Webinar NENA 2024
- Air Ambulance LZ Class Air Evac 2024
- IS-241.c Decision Making and Problem Solving FEMA 2024/June
- Women in 911 Webinar NENA 2024/August
- Active Listening Skills Alabama Virtual Academy 2024/April
- Generational Training APCO CTO Illuminations 4th 2024/November
- Mental Health First Aid ADMH/VitAL 2024/December
Additional Information
I have acquired a ton of information and knowledge over the last 19 years. I would love the opportunity to share that with both present and future Florence-Lauderdale E911 employees.
Affiliations
- Member of APCO International
- Member of NENA
Timeline
911 Communications Supervisor/CTO
Florence-Lauderdale E911
08.2005 - Current
Customer Service Manager
Superior Profiles
03.2002 - 01.2004
License - Master Cosmetology
Ray's School of Cosmetology
High School Diploma -
Brooks High School