Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heather Litchford

Terre Haute

Summary

Dynamic 911 Dispatch Supervisor at Vigo County 911 with proven expertise in call prioritization and critical decision-making. Enhanced response times through streamlined dispatch processes while fostering an inclusive workplace culture. Adept at managing high-pressure situations, ensuring public safety, and mentoring junior staff for professional growth.

Overview

15
15
years of professional experience
1
1
Certification

Work History

911 Dispatch Supervisor

Vigo County 911
05.2012 - Current
  • Ensured accurate information dissemination by maintaining up-to-date knowledge of jurisdictional maps, policies, and procedures.
  • Maintained high-quality records management system to support ongoing operations
  • Modeled professionalism in interactions with both internal staff members at all levels as well external stakeholders including law enforcement officers firefighters medical personnel elected officials citizens seeking assistance through emergency calls.
  • Oversaw scheduling for the 911 Dispatch Center, ensuring optimal staffing levels during peak hours and special events.
  • Improved response times by streamlining call prioritization and dispatch processes.
  • Assisted callers in emergency situations with appropriate information and support.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Facilitated efficient communication between dispatchers and first responders, leading to faster response times during emergencies.
  • Promoted an inclusive workplace culture that fostered collaboration among diverse employees across various shifts and roles.
  • Served as a mentor and resource to junior dispatchers, fostering professional growth and development within the team.

Re-entry Intern

U.S. Federal Penitentiary
01.2012 - 04.2012
  • Planned and taught a re-entry skills course to inmates.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Conducted assessments of inmates


Graduate Assistant

Indiana State University Criminology Department
08.2010 - 04.2012
  • Managed administrative tasks such as grading, scheduling, and record-keeping to ensure smooth operations within academic departments.
  • Served as a liaison between faculty members and students for addressing concerns or issues related to coursework or academic policies.
  • Facilitated student success by identifying areas of improvement and providing constructive feedback on assignments and exams.


Community Service Officer

Indiana State University Police Department
09.2010 - 08.2011
  • Promoted positive community relations by attending various events as a representative of the police department.
  • Provided exceptional customer service to citizens in need, addressing their concerns with empathy and professionalism.
  • Wrote citations for offenders and explained procedures.
  • Enhanced community safety by conducting regular foot and vehicle patrols.
  • Supported law enforcement officers in emergency situations, providing timely and accurate information for decisionmaking.
  • Offered security presence to special events to scan guests, monitor premises and removed unauthorized individuals.

Education

Master of Science - Criminology

Indiana State University
Terre Haute, IN
05-2012

Bachelor of Science - Criminology

Indiana State Univeristy
Terre Haute, IN
05-2010

Skills

  • Call prioritization
  • Public safety
  • Policy enforcement
  • Emergency protocols
  • Radio communications
  • Critical Decision-making
  • Call center operations
  • Dispatch protocols
  • Problem-solving
  • Time management
  • Prioritizing situations
  • Dependable and responsible
  • Multitasking Abilities
  • Computer skills

Certification

  • CTO - Communications Training Officer
  • EMD - Emergency Medical Dispatch
  • PST - Public Safety Telecommunicator
  • IDACS Full Operator
  • EFD- Emergency Fire Dispatch
  • EPD- Emergency Police Dispatch

Timeline

911 Dispatch Supervisor

Vigo County 911
05.2012 - Current

Re-entry Intern

U.S. Federal Penitentiary
01.2012 - 04.2012

Community Service Officer

Indiana State University Police Department
09.2010 - 08.2011

Graduate Assistant

Indiana State University Criminology Department
08.2010 - 04.2012

Master of Science - Criminology

Indiana State University

Bachelor of Science - Criminology

Indiana State Univeristy

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Heather Litchford