Ashley Booker
Oakville, Winnipeg,MB
Summary
A highly skilled Emergency Communications Dispatcher with a proven record of successful multi-tasking. A professional who is experienced in dealing with both internal and external stakeholders. Contributes to a positive, respectful, safe and healthy work environment that promotes and supports the physical, psychological and social working relationships with members. Demonstrates the ability to use previous knowledge to problem-solve and associate concepts from divisional and service-wide policy, procedures, communications equipment, corporate history and systems.
Overview
17
17
years of professional experience
Work History
Emergency Communication Dispatcher
Winnipeg Police Service
01.2011 - Current
- Operate computer aided dispatch system (CAD) and radios in the Communications Centre.
- Duties include assessing, prioritizing and inputting information into CAD. Dispatching the appropriate police recourses based on call priority, police policy, and unit availability.
- Remaining calm and professional in high stress situations, providing support as needed and make appropriate notifications for all high priority calls where no police units are available.
- Continually review and re-assess calls waiting for dispatch for updates and changes while processing requests from police units. Maintain awareness of police units logged into the CAD system by monitoring current stats, updating information for stats, and conducting frequent status checks on a unit as necessary or dictated by policy. Liaise with officers of all ranks to provide information.
- Take the necessary steps to collect missing details and address incorrect priorities if the information in the call history and direct these inquiries to the Emergency Communications Secondary Supervisor (ECCS).
- Assist in the training, mentoring, and evaluation of new Emergency Communications Call taker (ECCT) and Emergency Communication Dispatcher (ECD), ensuring proper documentation keeps the ECSS and Emergency Communications Primary Supervisor (ECP) apprised of the trainee's progress or lack thereof.
- Report equipment and/or operational problems. Act up in the ECSS role by providing advice and direction to the ECD and ECCT, ensure that policy and procedure are adhered to, continually review calls-for-service queue, and contact complainants as policy and procedure dictate or to obtain missing information.
- Also responsible for the duties outline in the Emergency Communications Call Taker position.
Emgergency Communications Call Taker
Winnipeg Police Service
01.2009 - 01.2011
- Answered 911 and non-emergency calls from the public using professional and procedural questioning techniques to determine the appropriate emergency response, or dual agency response.
- Directed the caller to the appropriate agency fo all non-police related matters.
- Responded to caller inquiries with patience and positivity to establish excellent first impression and represent the Winnipeg Police Service in a professional manner.
- Kept the caller on the line for information updates/or initiated follow-up action on calls as required.
- Provided the routine, non-technical information to callers upon request.
- Dealt successfully with individuals from various socio-economic, ethnic, and cultural backgrounds.
- Assisted colleagues when needed with achieving task requirements, aiding in team productivity.
Cash Supervisor/Customer Service Specalist/Coach
Chapters Indigo
04.2006 - 12.2008
- Ensure all cash handling and loss prevention procedures are followed in a safe manner and that all cashiers are updated on new polices and procedure.
- Demonstrate a calm and patient manner while dealing with the general public and acting as a representative for the company.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Contact customers regarding delayed orders and/or order cancellations and process online returns and contact online department about replacement orders.
- Assisted in the launching and conducted training and mentoring team members to promote productivity, accuracy, and commitment to friendly service while adhering to store policy.
- Other duties included inventory, shelving, processing returns and replenishing stock.
Education
Canadian Police Association Executive Leadership - Negotiations, Bargaining And Executive Leadership
University of Ottawa
Ottawa, ON11.2014
High School Diploma -
Collège Sturgeon Heights Collegiate
Winnipeg, MB06.2003
Pre-Calculus - Academic Upgrading
Grant Park High
Winnipeg, MB07.2001
Skills
- Working knowledge of Microsoft Word, Excel, Outlook, and Power Point
- Accurate typing speed of at least 60 wpm
- Proficient use of WPS Programs including: NicheRMS, CAD, Vesta, Track-it, SAMS Always eager to learn new software/hardware
- Able to provide sound and logical advice and recognize that it could impact perceptions of the public, service and other stakeholders
- Strong room awareness, instincts and risk-assessment skills
- Highly organized and focused, even during times of chaos or interruption Proven ability to assess and prioritize changing workloads
- Resourceful when answers are not readily apparent
- Compassionate, respectful, confidential and discreet - contributes to a healthy work environment
- Excellent interpersonal skills - establishes and maintains effective working relationships with internal and external stakeholders Able to effectively communicate with person of various ethnic, social, cultural, economic and educational backgrounds
- Motivated leader who enjoys coaching and mentoring Strong evaluations skills
- Able to innovate, influence and problem-solve by leveraging self-awareness and social awareness
- Proven to work efficiently and effectively whether independent or in collaborations with others - experienced in both formal and informal team environments
- Excellent communication skills both verbal and written
Workplace Training Summary
Thorough City of Winnipeg/Winnipeg Police Service
- Forensic Identification
- Effective Presentation (5 day WPS course)
- Take Your Writing Skills to a higher level Virtual
- Bias Awareness
- Communications Mental Health
- Communication Skills - Online
- Electronic Communication Etiquette -Online
- Giving and Receiving Feedback - Online
- Time Management - Online
- Workplace Ergonomics - Online
- Coaching and Mentoring - Online
- Managing Employee Performance Issues - Online
- 911 Refresher Indigenous - W'daeb Awaewe
- Domestic Violence Refresher
- Mental Health Refresher
- Communication in the Workplace
- Giving and Receiving Feedback
- Crisis Communication
- Fair and Impartial Policing
- Respectful Workplace Awareness
- Understanding Anger
- Understanding Depression
- Fundamentals for Safety and Health Committee
- Active Awareness
- Police Vehicle Operations (Staff)
- Power Point 2010 Intro
- Assertiveness Skills for Success
- Workplace Inspection Overview
- Mental Health Online
- FIPPA and PHIA - Privacy
- Effective Speaking
- Gang Dynamics (staff)
- Communications Coaching Part 2
- Tools Managing Your Workday
- Communications Ethics
- Mental Health
- Communications Coaching Advanced
- Crisis Negotiators Conference
- Visions of Courage
- Dealing with Difficult Customer Service
- Addressing Workplace Conflict
- Communications Aboriginal Awareness
- Suicide Intervention
- Respectful Workplace Awareness
- Police Vehicle Operations (Staff)
Canadian Police Knowledge Network Courses
- Mental Health Self-Awareness for First Responders
- Autism Spectrum Disorder
- Using a Trauma-Informed Approach Course and Final Assessment
Other
- Progressive Discipline Seminar for Supervisors and Stewards
- Accommodations Law Conference
- Manitoba Labour Law Review
Community Involvement
Winnipeg Police Association
Director of Unit 10 2012-2017 (2 1/2 terms)
- Met with various members and units throughout the year to keep them apprised of issues that involved their unit or them. Sought feedback when appropriate
- Brought issues forward to the Board of the Winnipeg Police Association that had the potential to either affect other members or units
- Maintained member confidentiality at all times. Discreet when making inquires on their behalf
- Attended meetings with Members and their Supervisors when requested
- Volunteered for the Cool 2 Be Kind anti-bullying campaign and attended various schools throughout the year to continue to promote anti-bullying
- Member of the Shifting, Christmas party, Workplace Health and Safety and Negotiations Committees
- Maintained high level of organization and professionalism
- Provided advice and education regarding the Collective Agreement, pension benefits and other benefits offered to members
- Kept in contact with Members who had open issues, and provided updates when possible
Timeline
Emergency Communication Dispatcher
Winnipeg Police Service
01.2011 - Current
Emgergency Communications Call Taker
Winnipeg Police Service
01.2009 - 01.2011
Cash Supervisor/Customer Service Specalist/Coach
Chapters Indigo
04.2006 - 12.2008
Canadian Police Association Executive Leadership - Negotiations, Bargaining And Executive Leadership
University of Ottawa
High School Diploma -
Collège Sturgeon Heights Collegiate
Pre-Calculus - Academic Upgrading
Grant Park High
Similar Profiles
Michelle RochMichelle Roch
Patrol Sergeant at Winnipeg Police ServicePatrol Sergeant at Winnipeg Police Service
Dean CzochDean Czoch
Police Constable at Winnipeg Police ServicePolice Constable at Winnipeg Police Service
Wendy BasicWendy Basic
Patrol Sergeant at Winnipeg Police ServicePatrol Sergeant at Winnipeg Police Service
Susan MathieuSusan Mathieu
Patrol Sergeant at Winnipeg Police ServicePatrol Sergeant at Winnipeg Police Service
Gurwinder KaurGurwinder Kaur
Cleaner at Sunrise EnterprisesCleaner at Sunrise Enterprises