Susan Callahan
Bakersville,NC
Summary
Dynamic telecommunicator with extensive experience at Mitchell County Central Communications, adept at call prioritization and stress tolerance. Enhanced emergency response times through effective information gathering and collaboration with first responders. Recognized for exceptional multitasking abilities and compassionate customer service, ensuring public safety during high-pressure situations.
Professional telecommunication specialist with substantial experience in emergency response and call management. Demonstrates strong skills in communication, problem-solving, and multitasking. Ensures seamless team collaboration and adapts easily to changing situations. Reliable and results-driven, with focus on delivering high-quality service and supporting team goals.
Knowledgeable Telecommunicator with solid background in handling emergency and non-emergency calls, ensuring swift and accurate communication between dispatch teams and field units. Successfully coordinated responses in high-pressure situations, demonstrating reliability and effective decision-making. Proven ability to manage multiple tasks simultaneously and maintain composure under stress.
Professional communicator with proven track record in critical operations and emergency response environments. Expertise in managing high-stress situations with focus on precise information relay and coordination. Known for fostering team collaboration and adapting to dynamic circumstances, ensuring efficient and effective outcomes. Reliable and calm under pressure, with key skills in multitasking and clear communication.
Experienced with emergency communication protocols, ensuring timely responses and accurate information dissemination. Utilizes advanced multitasking abilities to manage multiple communication channels efficiently. Knowledge of maintaining composure in high-stress situations, ensuring reliable and effective communication.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Telecommunicator
Mitchell County Central Communications
05.2019 - Current
- 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.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- 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.
- Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
- Enhanced communication skills through rigorous training, preparing for high-stress emergency situations.
- Managed stressful calls with empathy and professionalism, maintaining caller calm until help arrived.
- Documented call details accurately for use in ongoing investigations and reports.
- Ensured equipment functionality, conducting regular tests and reporting issues for maintenance, thus minimizing downtime.
- Maintained strict adherence to confidentiality protocols by safeguarding sensitive information from unauthorized access.
- Increased public safety by efficiently dispatching emergency services to urgent situations.
- Coordinated with law enforcement, fire departments, and medical services, ensuring cohesive response to emergencies.
- Answered multi-line phone systems to gather critical information for first responders, improving response times.
- Calmed callers in distress, gathering vital information for emergency response teams.
- Utilized advanced mapping software to pinpoint caller locations, facilitating quicker response times.
- Improved team coordination with clear, concise communication during high-volume call periods.
- Participated in continuous training programs, staying informed on latest emergency response protocols.
- Maximized caller safety by providing clear instructions for emergency situations.
- Updated emergency contact databases, ensuring accurate and quick access to vital information during emergencies.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- 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.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Assisted callers in emergency situations with appropriate information and support.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
Medical Records Clerk
NCDPS-Avery Mitchell Correctional
05.2017 - 04.2019
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained patient confidence by keeping patient records information confidential.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Supported medical staff by providing organized and accurate medical records.
- Reviewed charts and flagged incomplete or inaccurate information.
- Responded effectively to requests for medical records from legal representatives, insurance companies, and other authorized parties in a timely manner.
- Maintained patient records in compliance with security regulations.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Collaborated with physicians and nurses, providing timely access to accurate and up-to-date medical records.
- Supported clinical decision-making by promptly delivering requested medical records to healthcare providers.
- Expedited processing times for incoming correspondence through prompt distribution amongst appropriate staff members.
- Protected vital patient information through proper storage techniques and disaster recovery planning efforts.
- Facilitated smooth transitions for patients transferring between facilities, coordinating the release of their medical records following all legal requirements.
- Improved patient satisfaction by quickly addressing requests for medical information.
- Collaborated with healthcare providers to update patient information, improving quality of care.
- Converted paper records to digital format, contributing to more efficient retrieval system.
- Organized storage of physical records, optimizing space utilization and accessibility.
- Maintained accuracy in electronic health records, ensuring compliance with healthcare regulations.
- Identified and rectified discrepancies in patient records, maintaining high levels of accuracy.
- Responded to external requests for patient information, adhering to strict privacy regulations.
- Facilitated smooth communication between departments by providing timely access to patient records.
- Updated patient records with new information to keep data current and accurate.
- Input data into computer programs and filing systems.
- Tracked and monitored requests for medical records release.
- Verified accuracy of patient information in medical records.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Followed exact procedures for handling transfers and other releases of medical records.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Processed and tracked requests for medical records from external organizations.
- Scanned and uploaded medical records into electronic medical records system.
- Followed up with medical staff regarding missing information in patient records.
- Sorted and distributed incoming and outgoing medical records.
- Maintained accuracy, completeness, and security for medical records and health information.
- Assisted in preparation of medical reports for external parties.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Researched and resolved medical record discrepancies.
- Developed and implemented new filing system for medical records to improve efficiency.
911 Emergency Dispatcher
Mitchell County Communications
09.2007 - 11.2009
- 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.
- 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.
- Read system maps and caller information, and documented details in system.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- 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.
- Continuously updated knowledge of changing policies, procedures, and technologies within the 911 Emergency Dispatcher field through ongoing professional development opportunities.
- 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 Police and Fire radios to provide assistance to responding personnel.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered calls from automatic routing system and took basic information from callers.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Followed established protocols for professional handling of emergency situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Provided on-the-job training and coaching to develop new dispatchers.
- Reduced risks and emergency response issues by observing public safety field units.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- 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.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Assisted callers in emergency situations with appropriate information and support.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
Education
High School Diploma -
Harry P Harding High School
Charlotte06-1985
Skills
- Call prioritization
- Inbound customer service
- Public safety awareness
- Stress tolerance
- Information gathering
- Typing speed
- Incident command system
- Multi-line telephone systems
- Geographical expertise
- Law enforcement procedures
- Disaster response
- Teamwork and collaboration
- Customer service
- Multitasking Abilities
- Prioritizing calls
- Organizational skills
Certification
EMD CERTIFICATION
EPD CERTIFICATION
EFD CERTIFICATION
CPR CERTIFICATION
NCIC SECURITY AWARENESS TRAINING
NCIC MODULES 1-3
CTO CERFICATION
ICS
PUBLIC SAFETY TELECOMMUNICATOR CERTIFICATION
RAPID SOS CERTIFIED
FLOCK CERTIFIED
Timeline
Telecommunicator
Mitchell County Central Communications
05.2019 - Current
Medical Records Clerk
NCDPS-Avery Mitchell Correctional
05.2017 - 04.2019
911 Emergency Dispatcher
Mitchell County Communications
09.2007 - 11.2009
High School Diploma -
Harry P Harding High School
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