Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Andrea Oliphant

Calgary

Summary

Dedicated and detail-oriented Emergency Dispatch Quality Assurance Specialist (ED-Q) with over 17 years of experience in emergency communications and frontline response. Certified as an EFD-Q, with a strong foundation in EMD-Q certification and extensive expertise in conducting case reviews using ProQA and AQUA. Proven track record in building and leading quality assurance programs, enhancing staff development, and delivering constructive, strengths-based feedback. Committed to advancing first responder wellness, promoting mental health initiatives, and fostering continuing education to empower individuals and organizations.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Acting Duty Superintendent / Emergency Communications Officer

Foothills Regional 9-1-1 Communications Centre
01.2016 - Current
  • Lead daily operations, staff supervision, and shift management.
  • Conduct weekly case reviews in AQUA/ProQA to ensure IAED compliance.
  • Deliver constructive, strength-based QA feedback and mentor ECO staff.
  • Develop and manage CDE programming, incentive initiatives, and onboarding training.
  • Partner with leadership to drive policy, procedure, and organizational development.
  • Actively contribute to the hiring process, train and mentor new staff, and design training programs and documentation to support long-term success

Emergency Communications Officer (ECO)

Foothills Regional 9-1-1 Communications Centre
01.2008 - Current
  • Answer and triage 9-1-1 emergency calls, providing police, fire, and EMS dispatch across 25 municipalities.
  • Dispatch and coordinate responses for over 40 firehalls and multiple enforcement agencies.
  • Excel in radio communications, ensuring clarity and efficiency while multitasking across phone, radio, and computer-aided systems.
  • Operate multiple software platforms simultaneously, including CAD, ProQA, NICE Voice Recorder, and other monitoring tools, to support responders.
  • Maintain calm, professional communication under pressure while demonstrating empathy and conflict resolution skills with callers.
  • Support interagency response through precise call handling, documentation, and situational awareness.

Emergency Medical Responder / Primary Care Paramedic

Various Agencies
01.2008 - 01.2015
  • Delivered pre-hospital emergency medical care and collaborated with EMS/dispatch.
  • Gained firsthand field knowledge that enhances dispatch support.

Education

Communications Centre Supervisor - Communications Training Officer

APCO International
Online
04-2025

Emergency Medical Responder / Primary Care Paramedic -

SAIT / Alberta College of Paramedics
Calgary, AB
05-2009

Public Safety Communications Certificate - Emergency Services Communications

SAIT
Calgary, AB
05-2007

Skills

  • Proficient in ProQA and AQUA
  • Proficient in NICE Voice Recorder and various monitoring tools
  • Proficient in Microsoft Excel and Word
  • Core Skills: Multi-tasking, interpersonal communications, radio communications, conflict resolution, staff training, policy development, peer support, resilience coaching
  • Customer service and quality assurance
  • Relationship building and management
  • Staff management
  • Performance improvements

Accomplishments

  • Built and expanded organization’s QA Program; developed QAU team.
  • Proposed and rebranded training & onboarding program, enhancing staff development.
  • Created and manage CDE staff support and staff incentive program.
  • Founded and lead Peer Support Team & Wellness Program for staff resilience.
  • Actively involved in strategic policy and procedure development.
  • Advocate for continuing education and professional growth, regularly creating opportunities for staff learning and advancement.

Certification

  • IAED Emergency Fire Dispatch – Q (EFD-Q)
  • EMD-Q (Emergency Medical Dispatch – Q) – Previously Certified
  • APCO Communications Center Supervisor
  • Emergency Medical Responder (EMR) / Primary Care Paramedic

Languages

English

Timeline

Acting Duty Superintendent / Emergency Communications Officer

Foothills Regional 9-1-1 Communications Centre
01.2016 - Current

Emergency Communications Officer (ECO)

Foothills Regional 9-1-1 Communications Centre
01.2008 - Current

Emergency Medical Responder / Primary Care Paramedic

Various Agencies
01.2008 - 01.2015

Communications Centre Supervisor - Communications Training Officer

APCO International

Emergency Medical Responder / Primary Care Paramedic -

SAIT / Alberta College of Paramedics

Public Safety Communications Certificate - Emergency Services Communications

SAIT

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Andrea Oliphant