Heidi Krout
Schererville,IN
Summary
Highly motivated public safety professional with twenty-seven years of experience in a growing and fast-paced environment. Background includes training, quality assurance, effective communication, and strong leadership qualities. Passionate dedication to public service while creating positive relationships with staff, agencies, and the citizens we serve.
Overview
26
26
years of professional experience
Work History
Operations Manager
E-COM Dispatch Center
12.2023 - Current
- Assisted in developing and implementing operational policies to streamline workflows and enhance efficiency.
- Monitored daily operations and ensured adherence to policies and procedures.
- Issued and implemented monthly training for professional development.
- Managed scheduling and staffing to ensure adequate coverage.
- Developed training to enhance employee skills and maintain compliance with industry standards.
- Quality Assurance/Quality Improvement implementation to ensure compliance to policies, national standards, and mitigate risk.
- Managed monthly agenda and meeting packets for police, fire and operating committees to provide insights into operational performance, areas for improvement and call stats.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led and assisted in hiring, onboarding and training of new hires to fulfill position requirements.
- Analyzed operational data to identify trends and implemented corrective actions as needed.
- Maintained training records for staff compliance and certification renewals.
- Issued and investigated Administrative Reviews, citing any recommendations for discipline.
- Payroll processing
- Mail processing which included scanning and emailing invoices for accounts payable.
- Ensure accounts payable checks are signed at the Operating or Board of Directors Meeting, scanned, and mailed in a timely manner.
- FOIA/OMA responsibilities when necessary by completing audio requests in a timely manner.
- Ordering of necessary supplies for the center.
- Manage multiple incoming emails and calls daily.
Supervisor/Training Coordinator
E-COM Dispatch Center
02.2009 - Current
- Assist in maintaining schedules, overtime emails, forces and call outs.
- Assist in the hiring process with the Deputy and Executive Director.
- Manage and resolve complaints from customers about service or personnel.
- Maintain employee training records; keeping certifications current
- Training and mentoring of new hires.
- Establish and implement monthly training to all employees.
- Maintain and update training manual.
- Assist in policy creation or revisions.
- Subpoena and department audio request recording.
- Managed employee performance reviews and provided constructive feedback to promote professional growth.
Emergency Dispatcher
E-COM Dispatch Center
01.2006 - 02.2009
- Calmed angry and distressed callers in difficult or emergency situations.
- Created and updated call information into the Spillman CAD system.
- Relayed all call information accurately and fully to responding personnel.
- Trained new hires in the use of Spillman CAD.
- Monitored ongoing radio traffic on multiple frequencies to be aware of ongoing situations and alert surrounding agencies.
Emergency Dispatcher
Dyer Metropolitan Police Department
06.2000 - 12.2014
- Answered all incoming non-emergency or 911 calls and determine the location and nature of each caller.
- Created incoming calls through the Spillman CAD system and disseminated the information accordingly by priority.
- Retrieved, entered and updated information through IDACS including validations.
- Data entry of accident reports, involvements and citations.
Education
Emergency Medical Dispatcher (EMD)
APCO Institute
Certified Training Officer (CTO)
APCO Institute
Registered Public Safety Leader (RPL)
APCO Institute
Communications Center Manager (CCM 1)
APCO Institute
Communication Center Supervisor (CCS-R 5)
APCO Institute
Comprehensive Quality (QA/QI)
APCO Institute
Quality Assurance/Improvement (QA/QI)
NENA
Supervisory Certification
IPELRA
LEADS Agency Coordinator (LAC)
LEADS
Flex - Spillman Application Administrator (SAA)
Motorola
FEMA
Skills
- Problem-solving
- Operations management
- Operational efficiency and oversight
- Employee relations and conflict resolution
- Planning and implementation
- Staff training, developing, and management
- Microsoft office and Office 365 including SharePoint
- Policies and procedures implementation
- Performance monitoring
- KPI tracking
- Delegation when necessary
- Scheduling
Affiliations
- Member, Association of Public-Safety Communications Officials, 2010-Present
- Member, Illinois Tactical Emergency Response Taskforce 2013- Present
- Member, National Emergency Number Association May 2017- Present
Timeline
Operations Manager
E-COM Dispatch Center
12.2023 - Current
Supervisor/Training Coordinator
E-COM Dispatch Center
02.2009 - Current
Emergency Dispatcher
E-COM Dispatch Center
01.2006 - 02.2009
Emergency Dispatcher
Dyer Metropolitan Police Department
06.2000 - 12.2014
Emergency Medical Dispatcher (EMD)
APCO Institute
Certified Training Officer (CTO)
APCO Institute
Registered Public Safety Leader (RPL)
APCO Institute
Communications Center Manager (CCM 1)
APCO Institute
Communication Center Supervisor (CCS-R 5)
APCO Institute
Comprehensive Quality (QA/QI)
APCO Institute
Quality Assurance/Improvement (QA/QI)
NENA
Supervisory Certification
IPELRA
LEADS Agency Coordinator (LAC)
LEADS
Flex - Spillman Application Administrator (SAA)
Motorola
FEMA