Public Safety Dispatch & Transit Operations Leader
Resume:
Dontia L. Jones
Aurora, CO
️ ********@*****.***
PROFESSIONAL SUMMARY
Public safety communications and transit operations professional with 20+ years of real-time dispatch, emergency response coordination, and high-stress communications experience in a 24/7 mission-critical environment. Proven ability to receive, analyze, prioritize, and relay life-safety information, coordinate multi-agency responses, and maintain composure under extreme pressure. Extensive experience operating CAD/AVL systems, multi-line communications, radio systems, and incident documentation, with a strong foundation in ICS, emergency management, and customer-focused service delivery. Known for integrity, professionalism, teamwork, and calm decision-making in crisis situations.
CORE COMPETENCIES
Emergency & Non-Emergency Call Processing
Computer-Aided Dispatch (CAD/AVL) Systems
Life-Safety Incident Prioritization
Emergency & Incident Command (ICS 300/400)
High-Stress Decision Making & Emotional Regulation
Multi-Agency Coordination (Police, Fire, EMS)
Public Safety Communications & Radio Operations
Accurate Documentation & Recordkeeping
Customer Service & De-Escalation
Confidential & Sensitive Information Handling
Shift Work in 24/7 Operations Centers
PROFESSIONAL EXPERIENCE
Regional Transportation District (RTD) — Denver, CO
Lead Dispatcher July 2020 – Present
Provide real-time operational oversight and emergency communications leadership for systemwide transit operations in a 24-hour control center environment supporting public safety, customer service, and continuity of operations.
Relevant Emergency Communications Experience:
Receive, assess, prioritize, and process high-risk operational incidents including accidents, medical emergencies, crimes, hazardous conditions, and severe weather.
Gather critical information from field personnel and callers, analyze rapidly evolving situations, and relay accurate information to supervisors, emergency responders, and partner agencies.
Operate and monitor CAD/AVL systems, radio networks, multi-line communications, and real-time tracking systems.
Coordinate response with Transit Police, Fire, EMS, municipal agencies, and emergency responders to ensure appropriate resource deployment.
Maintain detailed, time-sensitive logs and incident records with strict attention to accuracy, confidentiality, and compliance.
Provide calm, professional communication during high-stress incidents while supporting operators and supervisors in the field.
Support major incidents, special events, and system disruptions requiring rapid multitasking and prioritization.
Leadership & Training (Directly Transferable):
Train, coach, and evaluate dispatch personnel on communication standards, procedures, and performance expectations.
Model professionalism, emotional intelligence, and integrity during critical incidents.
Participate in investigations, review communications recordings, and provide documentation to leadership and external agencies.
Relief Acting Lead Dispatcher March 2017 – July 2020
Supervised real-time dispatch operations during normal service and emergency events.
Assisted with emergency response coordination and service recovery.
Supported communications during critical incidents and system disruptions.
Bus Dispatcher February 2009 – March 2017
Managed daily real-time service using CAD/AVL and radio systems.
Coordinated response to accidents, medical events, service disruptions, and emergencies.
Maintained accurate logs, records, and documentation under time pressure.
Bus Operator & Operator Trainer January 2004 – February 2009
Operated public transit vehicles safely while providing customer service.
Trained new operators on safety, communication protocols, and emergency procedures.
Developed strong situational awareness and public-facing communication skills.
CERTIFICATIONS & TRAINING
Incident Command System (ICS) 300 & 400
Commercial Driver’s License (CDL)
RTD Leadership Academy Graduate
RTD Management & Supervisor Training Program
Multi-Agency Exchange (MAX) Program
Emergency Response, Safety, and Leadership Training
(Meets and exceeds ECS-I foundational experience; required Aurora911 certifications obtained during training.)
EDUCATION
High School Diploma
AVAILABILITY & WORK CONDITIONS
Experienced working 24/7 operations, including nights, weekends, holidays, overtime, and emergency call-back.
Demonstrated emotional resilience, focus, and professionalism in prolonged high-stress environments.
Proven ability to maintain confidentiality and comply with public safety standards.
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