Wendy Ward
Conway
Summary
Dynamic 911 Emergency Dispatcher with proven expertise at Horry County E911, adept at prioritizing high-stress situations and enhancing response strategies. Skilled in computer-aided dispatching and active listening, I successfully improved call center performance and fostered teamwork among agencies, ensuring efficient emergency communication and resource allocation. Professional attitude and multitasking ability and able to work well with team members. As a 911 operator I know and understand the importance of attention to details. Very dependable and work 12 hour shifts on nights, days, weekends and holidays and understand the importance of 24/7 operating business. ALao good under pressure of making split minute decisions.
Overview
23
23
years of professional experience
Work History
911 Emergency Dispatcher
Horry County E911
Conway, SC
10.2005 - Current
- Managed emergency communications, ensuring timely dispatch of resources to critical incidents.
- Coordinated multi-agency responses, enhancing operational efficiency during emergencies.
- Trained new dispatchers on protocols and systems, fostering team competency and compliance.
- Analyzed call data to identify trends, improving response strategies and resource allocation.
- Led crisis management initiatives, optimizing communication channels for rapid information dissemination.
- Mentored junior dispatchers, promoting skill development and adherence to best practices in emergency response.
- 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.
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate resources.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- 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.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Read system maps and caller information, and documented details in system.
- 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.
- Strengthened teamwork among dispatch staff through collaboration on complex cases requiring coordinated efforts from multiple agencies.
- Contributed to improved overall call center performance by consistently meeting or exceeding key performance metrics in areas such as response time and accuracy rates.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Monitored real-time status of dispatched units, ensuring timely updates for response teams.
- Operated multi-line phone systems to accurately assess emergency situations and prioritize responses.
- Collaborated with law enforcement and emergency services to facilitate efficient communication during crises.
- Trained new dispatchers on protocols, software systems, and best practices for emergency response.
- Coordinated with inter-agency partners to streamline communication procedures during large-scale emergencies.
911 Dispatcher
Conway City Police Dept
09.2002 - 10.2005
- Managed high-volume emergency calls, prioritizing incidents based on urgency and severity.
- Coordinated with law enforcement and emergency services to ensure rapid response to critical situations.
- Operated computerized dispatch systems to accurately log incidents and track resources in real-time.
- Provided vital information and support to callers during emergencies, maintaining composure under pressure.
Education
High School Diploma -
Conway High School
Conway, SCSkills
- Patience and tolerance
- Memory retention
- Prioritization
- Situational awareness
- Typing speed
- Information gathering
- Assertiveness
- Geographical expertise
- Problem-solving
- Critical thinking
- Works Well Under Pressure
- Teamwork and collaboration
- Active listening
- Stress tolerance
- Information intake
- Computer skills
- Decision-making
- Map reading skills
- Call management
- Map reading
- Data entry
- Information gathering and relay
- Database queries
- Computer-aided dispatching
- Police and fire procedures
- Emergency assessment
- EMS dispatch
- Verbal and written communication
- Multitasking and prioritization
- Prioritizing situations
- Dependable and responsible
- Telephone etiquette
- Rapid needs assessment
- Cross-departmental teamwork
- Multitasking Abilities
- Attention to detail
- Listening skills
Timeline
911 Emergency Dispatcher
Horry County E911
10.2005 - Current
911 Dispatcher
Conway City Police Dept
09.2002 - 10.2005
High School Diploma -
Conway High School