Summary
Overview
Work History
Education
Skills
Certification
Affiliations
References
Timeline
Generic

Terrell Journey

Atlanta,GA

Summary

Dynamic E911 Communication Manager at Grady Memorial Hospital with expertise in budget management and performance evaluation. Successfully enhanced operational efficiency and customer satisfaction through effective training development and emergency coordination. Proven ability to analyze data for continuous improvement, fostering a collaborative environment that drives excellence in emergency response.

Overview

20
20
years of professional experience
1
1
Certification

Work History

E911 Communication Manager

Grady Memorial Hospital
Atlanta, GA
10.2018 - Current
  • Monitored budgets and expenditures to uphold cost-effectiveness while ensuring quality standards.
  • Provided administrative support to the 911 Communications Center, including scheduling staff and reviewing payroll.
  • Resolved customer complaints about service provided by the 911 Communications Center in a timely manner.
  • Coordinated with local law enforcement agencies on procedures for responding to emergency situations.
  • Updated policies and procedures as needed based on best practices or changes in technology.
  • Conducted performance reviews and offered coaching to enhance team member development.
  • Created monthly operational performance reports for senior management review.
  • Facilitated meetings and workshops to promote collaboration and share best practices.
  • Managed recruitment, hiring, and training processes for new staff members.
  • Oversaw daily operations, maintaining efficiency and compliance with industry regulations.
  • Analyzed incident data to identify improvement areas in department operations.

E911 Communication Supervisor

Grady Memorial Hospital
Atlanta, GA
02.2013 - Current
  • Conducted weekly staff meetings to discuss project updates and task allocations.
  • Worked with stakeholders to pinpoint communication enhancements.
  • Addressed customer service inquiries efficiently through email and phone interactions.
  • Oversaw multiple projects while ensuring client expectations were met.
  • Created comprehensive training materials and workshops on communication strategies.
  • Evaluated incident reports from emergencies handled by center personnel.
  • Coordinated drills aimed at testing response efficiency and accuracy of staff.
  • Delivered technical support for software tools employed in operations.

E911 Communication Lead Dispatcher

Grady Memorial Hospital
Atlanta, GA
03.2012 - Current
  • Coordinated with other departments to ensure smooth inter-departmental communication.
  • Supervised the training of new hires in dispatching protocols and processes.
  • Collaborated with management to determine staffing needs for optimal coverage levels.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Tracked and reported on dispatcher performance metrics.
  • Maintained accurate records of dispatched vehicles, drivers, routes.
  • Responded quickly to emergency situations involving dispatched vehicles or personnel.
  • Monitored incoming calls to ensure they were handled promptly and correctly.

E911 Dispatcher

Grady Memorial Hospital
Atlanta, GA
08.2009 - Current
  • Prioritized incoming service calls according to urgency and required response time.
  • Monitored multiple radio frequencies for police, fire, and medical emergencies.
  • Utilized mapping software to pinpoint incident locations and responder positions.
  • Verified accuracy of data entered into computer systems.
  • Provided accurate updates to supervisors by continuously monitoring radio traffic.
  • Handled emergency calls with composure, gathering essential information efficiently.

911 Emergency Dispatcher

Fire Department Of New York
New York, NY
03.2007 - 08.2009
  • Maintained communication with field units via radio, providing timely directions and assistance.
  • Received public calls to assess emergency situations accurately.
  • Conducted quality assurance checks on 911 call recordings per departmental guidelines.
  • Strictly adhered to departmental policies regarding emergency communications handling.
  • Demonstrated calm professionalism under pressure while making critical decisions.
  • Updated first responders with new information using radio, telephone, and computer systems.

Emergency Medical Technician

Fire Department City Of New York
New York, NY
07.2005 - 03.2007
  • Transported patients to hospitals or other healthcare facilities using ambulances or other vehicles.
  • Provided emotional support and comfort to patients while transporting them to their destination.
  • Monitored patient status during transport ensuring safety at all times.
  • Maintained patient vital signs, including blood pressure, respiration rate, pulse rate, temperature, oxygen saturation level and pain levels.
  • Adhered strictly to safety regulations set forth by local governing bodies.
  • Performed basic life support procedures such as cardiopulmonary resuscitation and automated external defibrillation.
  • Responded quickly to emergency calls, assessed the situation and provided appropriate treatment for illnesses or injuries.

Education

Bachelor of Arts - Music Education

Wright State University
Dayton, OH

Bachelor of Arts - Music Performance

Brooklyn College
Brooklyn, NY

Skills

  • Budget management
  • Policy writing
  • Data analysis
  • Emergency coordination
  • Performance evaluation
  • Operational reporting
  • Quality assurance
  • Training development
  • Problem solving
  • Operation Monitoring

Certification

  • Emergency Medical Dispatch International Academy Of Emergency Medical Dispatch
  • Emergency Medical Dispatch-Q (Quality Assurance) International Academy Of Emergency Medical Dispatch
  • American Heart Association BLS
  • Fire Instructor I City of Atlanta Fire & National Board of Fire Service Professional Qualification

Affiliations

  • Former Foster Parent City Of Atlanta DFAC (Parent Of The Year 2013)

References

References available upon request.

Timeline

E911 Communication Manager

Grady Memorial Hospital
10.2018 - Current

E911 Communication Supervisor

Grady Memorial Hospital
02.2013 - Current

E911 Communication Lead Dispatcher

Grady Memorial Hospital
03.2012 - Current

E911 Dispatcher

Grady Memorial Hospital
08.2009 - Current

911 Emergency Dispatcher

Fire Department Of New York
03.2007 - 08.2009

Emergency Medical Technician

Fire Department City Of New York
07.2005 - 03.2007

Bachelor of Arts - Music Education

Wright State University

Bachelor of Arts - Music Performance

Brooklyn College

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