Emergency communications

Summary

Professional in emergency telecommunications with over 12 years of experience providing excellent customer service to citizens and emergency personnel while adhering to local, state and nationally defined policies and procedures. Lead dispatcher for approximately seven years involved with supervising a shift of individuals, building schedules and ensuring that minimum manpower is available through posted overtime and on call schedules and handling any supervisory issues that would arise in the stead of the shift supervisor when they were unavailable. Certified communications training officer for nearly ten years. I was nvolved with the continued development and refinement of our training program as well as being CTO instructor certified through APCO in training and certifying dispatchers to become CTO's themselves and the proper way to train new employees and document the training and the trainees progress. Experience

City of Springdale Springdale, AR

Lead Dispatcher 07/2010 - 02/2023

My responsibilities as an emergency telecommunicator for the city of Springdale emergency communications center included answering incoming emergency and non-emergency calls for police, fire and ambulance services. I used a multi-line AT&T and VOIP Vesta phone system for answering these calls and would analyze the ANI/ALI feature of this to verify locations of emergency calls. IAED proqa software was used for processing emergency fire and medical calls that came into the center. I I would also dispatch these same calls for service and ensure that the proper personnel were sent in a prompt manner and arrived safely to the correct location. I used a Motorola radio system for dispatching the calls for service. I monitored up to ten separate radio channels on this system for routine and emergency traffic. I would utilize NCIC and a records management system for warrants entry, entering stolen property and missing persons accurately and in a timely manner. I would routinely troubleshoot issues that came up with the radio system, phone system, CAD system and computers when the associated companies or IT was unavailable to assist. I was expected to maintain yearly continuing dispatch education hours that were required for IAED and APCO certifications. This would come from both scheduled classes and training that the dispatch manager and training coordinator assigned us or that we could independently find and complete. My responsibilities as a lead dispatcher for the city of Springdale emergency communications center included being a part of the supervisory staff of the center and assisting and filling in for the shift supervisor when they were unavailable. I had the opportunity to design and build work schedules for the different shifts. This also involved creating an on-call schedule and posting overtime for always maintaining minimum staffing. I filled out the daily roll call list and equipment maintenance list. I attended monthly supervisor meeting to discuss and resolve issues that were brought forth by employees and other departments within the city. I was involved with counselling employees when in violation of policy and issuing any needed disciplinary action plans. I was also involved with the training program as a lead and as a trainer. My responsibilities as a CTO (communications training officer) for the city of Springdale communications center included being assigned a trainee for a certain phase of their training. I would present the associated and required material to them in a way that best fit their learning style. I would test them on the material as well as demonstrate to them the appropriate way to perform a task and them monitor and document their performance on said task. The documentation involved using Daily Observation Reports along with Standardized Evaluation Guidelines to provide an objective review of the trainee’s knowledge, skills and abilities. If performance objectives were met, I would write a release letter recommending their advancement in the training process. If goals were not met a remedial plan would be presented and the trainee would have the opportunity to meet the required goals. I also was involved in updating the training material for the different phases and disciplines of training as well as creating new material to adapt to the changing dispatch environment. I was able to work on updates for policies and procedures pertaining to training when the time came for amending or creating all new material. I am also APCO certified as a CTO instructor. I was able to teach two classes over the last two years for six dispatchers to become certified as CTO’s and start training as well. When presenting a CTO course the required material is presented and reviewed with the students, the associated exercises are completed and the students are tested over the material. I also cover the DOR and documentation process in depth as well as discuss the legal ramifications of training. I was looked to as a mentor in the center for the many young and new telecommunicators that were starting out and as a peer by my supervisors and the few veterans that remained. It was made clear to me that my calming presence and ability to look at situations from multiple sides will be missed. I considered myself a crucial bridge between trainees and trainers as well as between supervisors and front line dispatchers.

Clayton McDaniel

479-***-**** ****************@*****.*** 924 W Washington Ave, Riverton, WY Certificates

CPR Certified, IAED EMD Recertification, IAED EFD Recertification, APCO CTO Instructor 6th Edition, NIMS 100 200 700 800b, NAMUS, CJIS Recertification, CLEST Instructor Development, IAED OUTEC Awards

2017 APCO Supervisor of the Year for the State of Arkansas, Commendation for assisting in delivery of baby via 911 call, Commendation for after actions related from a tornado strike, Commendations from officer involved shooting Skills

Strong verbal and written communication skills, Vast experience with variety of training techniques, Leadership experience in multiple roles, The ability to make decisions and think on my feet, Empathy tactfulness and my ability to read people