• Provides direction to 105 personnel within the Operations Division of the Communications Center, while resolving complex operational and workforce issues, and implementing efficiency measures, corrective actions, and process improvement initiatives.• Accountable for yearly budget preparation, including the management of a $13M budget - identifying and maintaining key performance indicators, defining key business initiatives, and contributing to their completion and success throughout the year. • Showcases expertise by directing the simplification and standardization of 911 systems to accelerate and enhance emergency response operations efficiencies and ensure continuity of operations redundancies.• Collaborates with key personnel to deal with various issues that require priority attention, ensuring operational requirements are met on time, and processes are communicated consistently.• Acts as the Department Director when needed, calling on extensive professional knowledge to provide other staff members with professional and legislative-based information and understanding when called upon.• Successful development of policy and operational procedure in conjunction with the Director additionally determines work schedules and ensures all staff members are working in accordance with operational practices.ACHIEVEMENTS:- Increased the speed of answering 911 calls; exceeded the national average by 60%; lowered average call handling time by 25%; decreased the number of overtime hours by 50% from 2018 to 2021; reduced the employee turnover by 21% in five years.- Developed the 911-TERT Team and supervised its first deployment in the aftermath of Hurricane Irma, including its subsequent responses.

• Coordinated the hiring efforts of the 911 Division, provided a clear onboarding pathway for new employees, and ensured all employees met certification requirements.• Designed and executed a wide range of emergency response programs spanning emergency management plans, disaster recovery initiatives, and courses for emergency preparedness and resilience education.• Created and maintained a state-qualified 911 training program, ensured training certifications are consistently updated with the latest developments, while continuously enhancing training programs.• Delivered monthly team training, mentored, and trained team members, conducted performance reviews, evaluated shift operations, and recommended strategies to improve workforce performance and efficiency.

• Oversaw the emergency communications works - supervising personnel in processing emergency 911 calls, and making sure they respond to emergencies promptly.• Established effective relationships with geographically close municipalities, government agencies, County department representatives, vendors, service providers, State 911 personnel, and other county 911 Coordinators.• Displayed the ability to react well under pressure, handle and balance coinciding demands, work with frequent interruptions, and perform tasks at expected levels of professionalism.

• Created mental health awareness within the dispatch team, and gained support from CISM and CIT which benefits the mental health of 911 dispatchers.• Regularly and effectively worked in high-pressure and challenging situations, often in long and irregular hours to meet the needs of the Emergency Response Department.