Amanda Wilcox
High Prairie,AB
Summary
Emergency Communications Operator/Dispatcher with over 14 years experience working within three large Municipalities. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Officer Safety and extensive knowledge of Municipal, Provincial and Federal Legal Systems and training in emergency communications. Working knowledge of numerous RCMP and City programs. Motivated to learn, grow and excel and to be a team player.
Overview
21
21
years of professional experience
1
1
Certification
Work History
911 Telecommunications Operator
City of St Albert
03.2008 - Current
- Answer & generate complaints, answer emergency & non-emergency calls & dispatch in priority sequence to RCMP & Protective Services members.
- Monitor Safety & Patrol unit status locations during calls & incidents.
- Obtain relevant information from callers, victims and suspects & relay information back to Officer's.
- Customer & Client service - referring callers to other agencies and resources.
- Evaluate & trace 911 hang-up calls & direct necessary services to location.
- Query vehicles, persons & addresses on numerous RCMP/City Data Bases.
- Clerical duties-generating Court Documents, entering and removing entities off and on CPIC & PROS.
- Completing Front Counter Duties. Including dealing with public, processing criminal record checks and taking payments.
- Worked flexible hours; night, weekend, and holiday shifts.
- Trained new staff.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Call Evaluator / Dispatcher Community Standards
City of Edmonton
09.2020 - 08.2022
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity of the City's Peace Officer's communications department which cover's over 6 different sections.
- Developed and maintained courteous and effective working relationships with different agencies within the city, eg Edmonton Police Service, Edmonton Fire Department, Transit, City Hall.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Maintained numerous programs for officer safety and customer service throughout the work days/evenings.
- Exceeded goals through effective task prioritization and great work ethic.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed emergency situations in a timely and efficient manor.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
RCMP Communications Operator
City of Grande Prairie
07.2016 - 05.2020
- Answer Administrative & Complaint Calls for the RCMP and Enforcement Services and generating all files using CIIDS & Report Exec.
- Update and access RCMP and Enforcement Services files and use that to relay information that can be released to clients and other agencies including Children's Services according to RCMP and City Policies.
- Monitored clients bail conditions to ensure they are abiding by their court conditions by calling in on time.
- Work with clients who are struggling with mental health issues and Addictions and provide them
- Attended Criminal Court to provide witness statements regarding client files.
- Complete background checks on clients for Children's Services for emergency placements.
- Trained all new staff coming into Dispatch.
- Trained all new employees in the Communications Center and created Training Manual's.
- Working Knowledge of AFRRCS Radio System.
Education
Social Work Diploma - Year One
Northern Lakes College
Slave Lake, AB2024
Emergency Communications Response Certificate
Grant MacEwan University
Edmonton, Alberta09.2007
Skills
- Information intake
- Computer-aided dispatching
- Customer service
- Troubleshooting
- Responsible
- Self-motivated professional
- Detail-oriented
- Supervision and Training new staff
- Critical thinking
- Data management
- Ability to Multi Task while under high stress
Certification
I have taken numerous courses with my time working with the City of Grande Prairie, one being a 3 day RCMP Verbal Judo Course which allowed me to sharpen my communication skills when faced with clients who are agitated and unwilling to comply with verbal requests.
I attended a 1 day Cultural Awareness course that allowed me to focus on the issues in today's policing society and how to have a better understanding.
I also was asked to attend Court as a witness along side the Public Complaints Sargent as there was a client who was charged with harassing communications to the RCMP, and I was able to be a part of the Crown Prosecutors meeting with the RCMP officer regarding his settlement outside of it going to trial. I found this to give me a better insite on the court procedures.
I have taken Narcan Training Certificate working within the City of Edmonton. I have obtained my Community Peace Officer Certificate to certify documents.
I have taken the Respectful Workplace training in each of my positions working in each Municipality. I have taken my Suicide Intervention Training while working for the City of St Albert.
Timeline
Call Evaluator / Dispatcher Community Standards
City of Edmonton
09.2020 - 08.2022
RCMP Communications Operator
City of Grande Prairie
07.2016 - 05.2020
911 Telecommunications Operator
City of St Albert
03.2008 - Current
Social Work Diploma - Year One
Northern Lakes College
Emergency Communications Response Certificate
Grant MacEwan University
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