Kaitlin R. Schellhorn
Granite City
Summary
Experienced telecommunicator with an extensive background in multi-line telephone systems, customer service, and problem resolution. 2 years of leadership experience as an acting supervisor in a communications department and 11 years total in the communications field.
Overview
11
11
years of professional experience
Work History
Telecommunicator
Florissant Police Department
2022.12 - Current
- Collaborated with other communicators to ensure smooth shift transitions and continuous coverage of emergency communications needs. Also managed multiple calls simultaneously while obtaining pertinent information to each call and offer support accordingly for callers and each responding resource while ensuring each call was prioritized appropriately to enhance response times.
- Documented incident details accurately for use in investigations, legal proceedings, and future reference in the computer aided dispatch program used within our agency.
- Utilized advanced mapping software to pinpoint caller locations rapidly using the DDTi GC3 program.
- Followed established protocols for professional handling of emergency situations while routing each call to the appropriate entity.
- Handled all radio transmissions and teletype communications between other jurisdictions and ours reference to officer safety information, felony BOLO's, and person investigative hit requests.
Dispatcher
West Central Communications Center
2019.11 - 2022.12
- Handled dispatching, tracking and monitoring, and all radio transmissions for the four agencies West Central was responsible for handling communications for using the Motorola MCC radio program.
- Maintained updated and detailed records of calls in appropriate log books and assured each incident created in our CAD system was accurate including unresolved calls and ongoing incidents.
- Monitored officer and resource locations to insure that response times remained timely.
- Facilitated communications between customers and each agencies respective support and command staff to ensure all questions were answered and concerns were resolved.
Communications Specialist
Air Evac Lifeteam
2016.10 - 2019.11
- Managed multiple radio communication channels simultaneously while maintaining a high level of situational awareness at all times by ensuring that operations checks were complete on any aircraft that was in flight every 15 minutes which would also include an updated set of coordinates and verify each aircrafts fuel status.
- Coordinated response efforts during large-scale incidents, working closely with partner agencies to share critical information quickly and accurately including situations such as school shootings or hurricane rescue and relief efforts.
- Assessed emergency requests and made quick judgment calls to determine appropriate action which included considering flight time, estimated life time, and weather status for each of the 19 bases I was assigned to handle communications for within a set region.
- Assisted in training and coaching for all new communicators that were hired on and assigned to the same region as I was.
Dispatcher - Shift Supervisor
Abbott EMS
2013.06 - 2016.10
- Quickly learned the call taking procedure for both emergency and non emergency calls that would come in to the communications center while learning facilities certain policies outlined by the contract they established with AMR. Was then moved to radio operations to talk to each resource directly using the two way radio system.
- Assisted with the recruitment, testing, and scheduling of interviews for new dispatchers and, also, providing guidance and support throughout the training period. Also assisted in evaluating staff performance as assigned to me by the manager, ensuring all resourced were being utilized appropriately and efficiently, and offered guidance or clarification to call takers or radio operators who had a specific question pertaining to a policy.
- Assisted the manager regarding all scheduling concerns to ensure that the communications center had an appropriate level of staffing to correspond with the incoming call volume.
- Assisted in resolving customer complaints and grievances.
Education
High School Diploma -
Central High School
St. Joseph, MO05.2013
Skills
- Multi-Line Telephone Systems
- Teamwork and Collaboration
- Problem-Solving
- Decision-Making
- Computer Skills
- Critical Thinking
- Radio Frequencies Monitoring
Timeline
Telecommunicator
Florissant Police Department
2022.12 - Current
Dispatcher
West Central Communications Center
2019.11 - 2022.12
Communications Specialist
Air Evac Lifeteam
2016.10 - 2019.11
Dispatcher - Shift Supervisor
Abbott EMS
2013.06 - 2016.10
High School Diploma -
Central High School
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