Employment History

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September 2021-Current Public Safety Telecommunicator Supervisor Westcom

• Perform all duties of a Public Safety Telecommunicator.
• Assign work, supervise, and provide oversight and direction to the Public Safety
Telecommunicators.
• Ensure Public Safety Telecommunicators are knowledgeable in current policies, procedures, and
technology.
• Direct the work of Public Safety Telecommunicators on assigned shift and complete annual
employee performance reviews.
• Participate in the selection, orientation, training, performance management, and discipline of
Public Safety Telecommunicators in accordance with West Des Moines City policy.
• Ensure fair and consistent treatment of all employees assigned to Westcom.
• Ensure all employees comply with all Westcom Standard Operating Procedures and West Des
Moines’ policies and procedures.
• Trouble shoot technical problems that occur during a shift.
• Manage reports as directed and/or required.
• Enter information into the computer-aided dispatch system.
• Verify data on warrants issued by the courts in accordance with applicable state and federal laws.
• Oversee Westcom security during non-office hours.
• Assist with information requests, CAD incidents, recordings, etc.
• Perform basic administrative functions on shift (schedule, requests for time off and timecards).
• Oversee training of new dispatchers as well as continuing education/training of existing staff and
provide recommendations for trainings and continuing education to the Training / Quality
Assurance Coordinator.
• Ensure that Westcom’s mission, goals and objectives are fully supported and initiated as directed
by the Westcom Management Committee.
• Attend meetings as required.

September 2002 – September 2021 Public Safety Telecommunicator Westcom

• Answer routine, administrative, 9-1-1, TTY, and all other types of incoming telephone calls. Take
messages and/or transfer calls to the appropriate agency, whether internal or external.
• Communicate with field personnel via Mobile Data Computers.
• Communicate within the department, other City agencies, and outside agencies using radio
equipment.
• Enter, locate, modify, and cancel warrants, missing persons, stolen property/articles from
computer entries and run criminal histories and documents through the Iowa/NCIC system.
• Validate warrants, missing persons, and any other nationwide entry into computer.

• Assign case numbers to Police Officers, Fire Fighters, and EMS personnel.
• Monitor exterior cameras and officers/prisoners in the jail.
• Monitor West Des Moines street cameras to relay pertinent information to responding units.
• Research information and phone numbers for officers.
• Provide pre-arrival emergency medical and emergency fire instructions via telephone.
• Maintain and update call-out procedures.
• Enter trips into computer and continue to add information to allow the oncoming shift to have as
much information as possible.
• Provide customer service to callers and walk-ins.
• Perform other miscellaneous tasks as assigned.
• Participate in the new hire academy as an employee mentor.
• Lead new hire academy instruction in basic HAZMAT and Westcom service area geography.
• Act as in-charge dispatcher in the absence of a supervisor.

June 1999 – September 2002 Dispatcher R & R Towing Corp

• Handled multiple phone calls and requests for tow services.
• Dispatched tow vehicles to calls for service.
• Provided directions to tow drivers when necessary.
• Billed customers for tow services provided.

Education

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May 1998 High School Diploma Johnston High School
Johnston, Iowa

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Knowledge & Skills

• Multi-tasking
• Proficient use of a multi-line phone
• Effective written and oral
communication skills
• Ability to work with little supervision
• Ability to think quickly
• Ability to remain calm in emergencies
• Self-starter
• Typing
• Excellent interpersonal and customer
service skills
• Sound judgment, problem solving, and
decision-making abilities
• Good time management

• Ability to handle confidential
information in a sensitive manner

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Certifications

• CPR/AED
• NCIC/Iowa System
• Emergency Medical Dispatch (EMD)
• Emergency Fire Dispatch (EFD)
• Telecommunicator 40-hour Basic Course
• Certified Training Officer (CTO)
• Tactical Dispatch
• Emergency Number Professional (ENP)
• Center Manager Certification Program
(CMCP)
• NENA Excellence in Dispatch
• Registered Public Safety Leader (RPL)