Alison Burton
Glasgow
Summary
Experienced Supervisor specialized in emergency response management and dispatch operations. Led teams in enhancing training programs and ensuring compliance with operational standards. Skilled in team leadership, conflict resolution, and operational oversight, with a focus on communication and problem-solving to maintain efficient operations and a positive work environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Supervisor
Barren Metcalfe Emergency Communications Center
Glasgow
07.2012 - Current
- Supervised emergency dispatch operations during high-stress incidents and events.
- Coordinated with law enforcement and emergency services to enhance response management and streamline operations.
- Instructed new dispatchers in effective communication techniques.
- Managed shift schedules to ensure adequate staffing for continuous emergency coverage.
- Reviewed call logs and incident reports for compliance with operational standards.
- Developed training materials to enhance dispatcher performance and efficiency.
- Conducted performance evaluations to ensure adherence to service quality standards.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Conducted performance reviews for staff members on a regular basis.
- Developed strategies for responding quickly and effectively to crisis situations.
- Monitored 911 calls to ensure accurate and timely response times.
- Investigated incidents involving dispatcher misconduct or errors in order to determine appropriate corrective action.
- Acted as liaison between dispatchers and other law enforcement agencies during major incidents or emergencies.
- Provided guidance and support for new employees in the dispatch center.
- Resolved customer complaints in a professional manner while maintaining a high level of customer service satisfaction.
- Advised dispatchers on best practices when handling difficult or complex situations.
- Developed strategies to elevate call center performance and enhance customer service delivery.
- Conducted regular meetings with team members to discuss any issues or concerns related to their job duties.
- Oversaw the development of training materials for staff members on emergency services procedures.
- Coordinated with other departments to ensure communication protocols were met.
- Implemented policies and procedures regarding emergency services operations and communications systems.
- Reviewed call logs, reports, and recordings to identify areas of improvement.
- Trained staff on proper use of technology such as computers, radios, and phones, in order to maximize efficiency.
- Scheduled shifts for dispatchers based on operational needs and staffing levels.
- Ensured compliance with federal laws governing public safety communications systems.
- Handled emergency phone calls calmly and obtained pertinent information with a composed approach.
- Used radio, telephone and computer system to update first responders with new information.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Researched vehicle, wanted and missing persons information.
- Provided guidance to personnel regarding accidents, severe weather conditions, and potential hazards to ensure safety.
- Responded to emergency calls routed by automatic distribution system.
- Mentored junior team members and fostered positive employee relationships to strengthen team cohesion.
911 Telecommunicator
Russell County 911 Center
Russell Springs
05.2009 - 07.2012
- Operated multi-line phone systems for emergency calls and assistance.
- Coordinated response efforts with police, fire, and medical personnel to ensure timely and effective emergency support.
- Maintained accurate records of all incoming emergency calls and actions taken to support operational efficiency and accountability.
- Utilized mapping software to provide location information to responders quickly.
- Assessed caller needs and prioritized emergencies based on urgency.
- Provided clear instructions to callers during high-stress situations.
- Managed communications among multiple agencies during critical incidents, facilitating collaboration and information sharing.
- Trained new telecommunicators on protocols and emergency response procedures.
- Answered incoming 911 calls and determined the nature of emergency.
- Dispatched appropriate personnel to respond to emergency situations.
- Updated CAD system regularly with status reports from field units on location and progress of their assignments.
- Documented all relevant details from each call in computer-aided dispatch system.
- Communicated with dispatchers from other jurisdictions to coordinate mutual aid responses across county lines or state borders.
- Coordinated response efforts between police, fire departments, EMS units, hospitals and other agencies involved in responding to an incident.
- Prioritized multiple simultaneous calls based on severity of incident reported by caller.
- Enhanced skills through training on advanced emergency dispatch technologies.
- Maintained contact with callers until help arrived at scene.
- Monitored radio frequency for active incidents or events requiring dispatch assistance.
- Evaluated incoming calls for accuracy and completeness of information received.
- Advised field units on proper protocol when responding to hazardous material spills or criminal activity scenes.
- Alerted supervisors immediately if any life threatening situation arose while communicating with a caller or monitoring field unit progress.
- Used radio, telephone and computer system to update first responders with new information.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Advised personnel about accidents, weather conditions or other hazards.
- Mentored junior team members and managed employee relationships.
- Responded to emergency calls routed by automatic distribution system.
Education
High School Diploma -
Adair County High School
Columbia, KY05-1996
Skills
- Emergency management
- Crisis management
- Dispatch supervision
- Compliance oversight
- Interagency collaboration
- Training development
- Performance management
- Performance evaluation
- Policy enforcement
- Policy development
- Documentation and reporting
- Process monitoring and improvement
- Quality control
- Call prioritization
- Workflow management
- Task delegation
- Decision-making
- Complex Problem-solving
- Problem solving
- Analytical thinking
- Customer service
- Communication skills
- Staff development
- Employee development
- Employee motivation
- Coaching
- Team building
- Team collaboration
- Conflict resolution
- Stress management
- Attention to detail
- Adaptability
- Time management
- Priority management
- Expectation setting
- Communication skills
- Interpersonal communication
- Professional demeanor
- Self motivation
- Goal oriented
- Communication skills
- Self motivation
Certification
- Certified Telecommunicator
- Center Management Certification Program
- Terminal Agency Coordinator Certification
- Emergency Medical Dispatch Certification
- Emergency Police Dispatch Certification
- Emergency Fire Dispatch Certification
Timeline
Supervisor
Barren Metcalfe Emergency Communications Center
07.2012 - Current
911 Telecommunicator
Russell County 911 Center
05.2009 - 07.2012
High School Diploma -
Adair County High School