Erika Hart Email & Phone Number

This position is responsible for managing and maintaining the operations of the Computer Aided Dispatch System (CAD) which is in use 24/7 and may need to respond to issues or service affecting requests outside of regular business hours, managing public safety applications security, configuring personnel data for the ATT ESINet NG911 Phone system, address administration and various aspects of the Geographic Information System (GIS) with specific relationships to CAD. The purpose of this position is to coordinate the operations of the E-911 CAD system, related public safety applications and be the definitive addressing authority for this jurisdiction. Success in this position contributes to the safety of life and property.

SUPERVISOR, 07/2004 TO 7/2015Supervise staff of 15 Senior Administrative Assistants who are responsible for analyzing, problem solving and purifying the E911 database for the state of New York. Instrumental in coaching, developing and motivating direct reports to meet or exceed service and productivity objectives. Work with supporting departments to investigate escalated complaints and implement problem resolution. Work with county liaisons and government municipalities to maintain the accuracy and integrity of the E911 database. Provide operational support to internal departments to minimize customer service degradation, impairments, offer new products and services, and increase revenue for the company. Handle administrative, disciplinary and personnel issues in accordance with company policies and labor agreement; including execution of Absence Control Plan and union issues. Compile monthly productivity reports, vacation scheduling, provide analysis, associate feedback, recommendations for process improvements and cost containment.