THERESA KAY HOCKEN
Toney,AL
Summary
Diligent Communications Manager with a 30-year progressive career across internal and external communications. Offering excellent management, organizational, and customer service skills.
Overview
27
27
years of professional experience
1
1
Certificate
Work History
Public Safety Dispatcher
Huntsville Police Department
05.2023 - Current
- May 2023 - Current
- Huntsville, AL
- Public Safety Dispatcher / Huntsville Police Department
- · Remains calm in very high-pressure situations.
- · Uses specialized software to track and maintain case incident numbers and logs.
- · Questions callers to determine nature of problems and locations to direct type of response needed.
- · Inputs information from calls into system using [Hexagon CAD software] and maintaining accuracy of details.
- · Receives 911/ non-emergency calls and dispatched calls to appropriate agencies and officers on duty depending on priority.
- · Operates Solacom telephone and Motorola radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- · Relays local watches and warnings to officers in response to inclement weather conditions received from National Weather Service.
- · Assesses emergency requests and makes quick judgment calls to determine appropriate action.
- · Provides on-the-job training and coaching to develop new dispatchers.
- · Dispatched and coordinated emergency services teams according to high-priority calls.
- · Directs responders using assigned mapping systems for timely emergency attendance.
- · Follows established protocols for professional handling of emergency situations.
- · Applies interpersonal skills in neutralizing hostile and emotionally charged situations.
Deli Clerk
Publix
10.2022 - 06.2023
- Greeted customers at counter to fulfill requests and answer questions.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
- Delivered exemplary customer service to guests, even in peak business periods to promote retention.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
- Learned other teammates' work tasks to train as backup.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Prepared salads, soups and sandwiches for customers.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
Public Safety Dispatch Supervisor
Madison County Sheriff
06.1997 - 06.2022
- Public Safety Dispatch Supervisor / Madison County Sheriff
- · Directed operations of a fast-paced, high-stress division. Was tasked with efficiently deploying all department and division resources toward the mission of Communications.
- · Preformed all dispatch/call take duties while simultaneously supervising up to 15 subordinate dispatchers.
- · Dispatcher duties included, receiving, interpreting, and prioritizing incoming information from several sources simultaneously, then formulating response action plan, allocating, and directing resources appropriate to fit the need.
- · Planned and executed recruitment efforts, vetted candidates based on their knowledge, skills, and abilities, conducted and graded selection process testing, and chaired panel interviews.
- · Established and set training guidelines and milestones.
- · Was responsible for resolving disciplinary grievances in my division.
- · Served as the custodian of records for the Communications Division, maintaining compliance with the Alabama Public Record Retention Laws. Was responsible for ensuring the accurate production of those records in response to all judicial subpoenas. Many years of experience working with attorneys and courts of all levels, both state and federal.
- · As Lead Manager was responsible for day-to-day operations, including scheduling for a 24/7 Communications Center and timecard data entry and processing.
- · Coordinated and established command post communications for agency response to natural disasters and civil unrest.
- · Co-Chaired the Emergency Operations Committee to make and change departmental and 911 Center policies and procedures
Education
Bachelor of Science - Emergency Management, Telecommunications
Jacksonville State University
Jacksonville, AL07.2024
Skills
- Excellent Communication Skills (Verbal, Written)
- Dispatching CAD, Radio, and Telephone Console
- Multitasking Skills
- Works Well Under Pressure
- Conflict Resolution
- Records Management
- Proficient in all Microsoft 365
- Google Suite Products
- Outstanding Customer Service Skills
Timeline
Public Safety Dispatcher
Huntsville Police Department
05.2023 - Current
Deli Clerk
Publix
10.2022 - 06.2023
Public Safety Dispatch Supervisor
Madison County Sheriff
06.1997 - 06.2022
Bachelor of Science - Emergency Management, Telecommunications
Jacksonville State University
Classes completed in Emergency Management:
Introduction to Emergency Management
Populations at Risk
Crisis Intervention
Disaster Response and Recovery
Disaster Mitigation and Preparedness
Research in disaster and emergency Management
Weapons of Mass Destruction
Introduction to Homeland Sec
Pandemics and Pestilence
FEMA Courses completed:
IS-907
IS-3
IS-360.A
IS-5. A
IS-909
IS-366
IS-00036
Certification
Classes completed in Emergency Management:
Introduction to Emergency Management
Populations at Risk
Crisis Intervention
Disaster Response and Recovery
Disaster Mitigation and Preparedness
Research in disaster and emergency Management
Weapons of Mass Destruction
Introduction to Homeland Sec
Pandemics and Pestilence
FEMA Courses completed:
IS-907
IS-3
IS-360.A
IS-5. A
IS-909
IS-366
IS-00036
Similar Profiles
Ian WileyIan Wiley
Anti-Crime Team at Huntsville Police DepartmentAnti-Crime Team at Huntsville Police Department
Ryan ColliganRyan Colligan
Police Officer at Huntsville Police DepartmentPolice Officer at Huntsville Police Department
Christopher SandersChristopher Sanders
Police Cadet at Huntsville Police DepartmentPolice Cadet at Huntsville Police Department