As the Emergency Communications Manager serving 16 volunteer fire departments, Imanage a team of 15 emergency communications professionals and a budget of $1.4M.✓ To reduce turnover from 50% to 10%, I analyzed and reclassified job positions in abudget-neutral manner, including a 10% salary increase and increasing staffing levelsfrom 80% to 100% plus two additional full-time equivalents (FTE). Additionally, I performcomprehensive performance-cycle management, including hiring, coaching,development, performance management, job assignment, retention, and discipline.✓ I provide input on capital improvements not included in the $1.4M department budgetI manage. I optimize resources through detailed budget analysis and completepurchasing per Municipal and State procurement regulations and expense allocation.✓ In an effort to maintain open communication, understanding, and policy and processbuy-in for 16 Volunteer Fire Departments, I work to negotiate and improve inter-organizational processes with other emergency communications leaders and preservepositive relationships with the County Commission.✓ Additionally, I manage inquiries and complaints from Fire Departments, internalcommunications agencies, the public, and legal representatives.✓ By creating and implementing quality assurance (QA) and quality improvement (QI)programs to align with best practices in communication and accountability aroundperformance measures, I increased department performance levels to scoreconsistently in 80th to 90th percentile.

To support the establishment of RQI's Telecommunicator CPR quality assurance program, I provided subject matter expertise on IAED protocol use and associated quality assurance expectations, helped develop content and scenarios for training program, and provided ongoing assistance with questions related to application of call taking protocols and quality assurance rules. I also engaged in systems assessments, focusing on the role of Emergency Communications personnel in the pre-hospital chain of survival.

Dispatcher- 2007I prioritized safety and customer service in this role while receiving, processing, and triaging emergency calls, dispatching appropriate units, assigning event types, and providing lifesaving instructions to callers.✓ For excellence in service delivery, I earned the HHIFR Dispatcher of the Year Awardin 2013.Lead Trainer, 2009After being promoted to Lead Trainer, I developed an updated training program for new and existing employees, including a 100+ page manual for all newly hired employees.✓ I diversified training tools to accommodate various learning styles, tracked trainingneeds, and reassessed program goals based on performance trends, research, andinterpretation of governmental standards.Operations Supervisor, 2012As the Operations Supervisor and shift leader, I managed an emergency communications team of three professionals while making on-scene decisions and directing actions to ensure compliance with internal directives and external performance expectations.✓ I managed HR-related matters, including hiring and training new staff, establishingand implementing work standards and schedules, and completing work performanceevaluations, including recommending promotions, disciplinary actions, and terminations.✓ As a member of the Quality Improvement Unit, I analyzed 20% of emergency calls,provided written feedback, and delivered outstanding service to internal and externalcustomers, including responding to complaints and questions from line personnel.✓ I recommended procedural improvements based on stakeholder needs and verifiedcompliance with policies and procedures.✓ To reduce the call handling time of golf-course and beach-related emergencies bymore than one minute, I implemented a special project by utilizing available technologyto develop an innovative approach to call-taking.