Heather Geffken
Lillington
Summary
Dedicated 911 Dispatcher with 11 years of experience. Adept at managing emotions and staying clear-headed under pressure. Extensive training in telecommunications and protocols. Attentive telecommunications professional with the training and experience necessary to handle stressful situations. Evident organizational skills in thorough documentation of calls. Unwavering commitment to helping first responders coordinate emergency actions and support the local community. Success lies in keeping callers calm, gathering required information to support police and other first responder actions, and providing timely updates to field personnel. Consistently demonstrated a solid history of accomplishment in helping people navigate emotionally-charged, life-threatening, and dangerous situations. Strong understanding of dispatch procedures and policies. Detail-oriented team player capable of handling multiple projects simultaneously with a high degree of accuracy. Known for dependability and positive attitude. Willing to take on added responsibilities to meet team goals, including meticulous documenting and filing of data entries.
Overview
15
15
years of professional experience
1
1
Certification
Work History
911 Telecommunicator
Harnett County Sheriff's Office
09.2013 - Current
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Read system maps and caller information, and documented details in system.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- 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.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Provided on-the-job training and coaching to develop new dispatchers.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Developed and delivered emergency response plans to improve attendance timeframes.
- Followed established protocols for professional handling of emergency situations.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Proved successful working within tight deadlines and a fast-paced environment.
- Reduced risks and emergency response issues by observing public safety field units.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Answered calls from automatic routing system and took basic information from callers.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Assisted callers in emergency situations with appropriate information and support.
- Reduced risks and emergency response issues by observing public safety field units
- Read system maps and caller information, and documented details in system
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses
- Monitored Police and Fire radios to provide assistance to responding personnel
- Directed responders using assigned mapping systems for timely emergency attendance
- Assisted callers in emergency situations with appropriate information and support
- Dispatched and coordinated emergency services teams according to high-priority calls
- 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
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Contributed to the development of new training materials for incoming 911 Telecommunicators, improving overall team preparedness.
- Conducted regular quality assurance checks on recorded calls, identifying areas for improvement and providing constructive feedback to colleagues.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
- Collaborated with law enforcement agencies, fire departments, and EMS teams to ensure a coordinated response during multi-agency incidents.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications protocols.
- Served as a mentor for new hires, guiding them through on-the-job training and fostering their growth within the organization.
- Assisted with the implementation of new software systems, streamlining call handling processes and increasing efficiency.
- Achieved consistently high performance evaluations due to exceptional communication skills and attention to detail in information gathering tasks.
- Enhanced emergency response strategies with feedback from call debriefings.
- Maintained up-to-date knowledge of local geography and landmarks, aiding in swift emergency response.
- Assisted in implementation of new call-routing system, enhancing efficiency and caller experience.
- Updated emergency contact databases, ensuring accurate and quick access to vital information during emergencies.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Maintained visitor log for entering and leaving facility for security purposes.
Manager on Duty
Carlie C's
05.2010 - 09.2013
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
High School Diploma -
Central Carolina Community College
Sanford, NCAssociate of Applied Science - 911 Communcation And Operations
Richmond Community College
Hamlet, NC06-2026
Skills
- Computer-Based Dispatch Systems
- Prioritizing Effectively
- Dispatch First Responders Teamwork and Collaboration
- Emergency Assistance
- Efficient Service
- Accurate Recordkeeping
- Staff Support
- Conflict Resolution
- Emergency Call Routing
- Document Calls
- Map Reading
- Emergency management
- Customer service focus
- Firefighting protocols
- Stress tolerance
- Staff training and development
- Call prioritization
- Scheduling proficiency
- Policy enforcement
- Law enforcement procedures
- Disaster response
- Employee engagement
- Customer service
- Computer skills
- Staff management
- Teamwork and collaboration
- Goal oriented
- CPR and first aid
- Training and mentoring
- Active listening
- Dependable and responsible
- Information documentation
- Telephone etiquette
- Processes and procedures
- Emergency response procedures
- Information security
- Complex Problem-solving
- Prioritizing situations
- Employee motivation
- Good judgment
- Expectation setting
- Documentation
- Critical thinking
- Schedule development
- Map reading
- Operations management
- Computer-aided dispatching
- Public safety telecommunicator
- Employee development
- Emergency medical dispatch (EMD)
- Staff discipline
- Information intake
- Dispatch coordination
- Cross-departmental teamwork
- Prehospital trauma life support (PHTLS)
- 911 system information databases
- Emergency medical dispatcher certification
- Staff development
- Emergency police dispatcher certification
- Law enforcement collaboration
- Call routing
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Listening skills
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Basic life support
- Performance management
- Reliability
Certification
- PST - Public Safety Telecommunicator Supervisor
- EMD - Emergency Medical Dispatch
- EFD - Emergency Fire Dispatch
- EPD - Emergency Police Dispatch
Timeline
911 Telecommunicator
Harnett County Sheriff's Office
09.2013 - Current
Manager on Duty
Carlie C's
05.2010 - 09.2013
High School Diploma -
Central Carolina Community College
Associate of Applied Science - 911 Communcation And Operations
Richmond Community College
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