Gillian Douglas
Guelph,Canada
Summary
Dynamic individual with hands-on experience in customer service environments with a talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Call Taker / Dispatcher – Campus Safety Office
The University of Guelph
08.2017 - Current
- Receive and dispatch calls for emergency and non-emergency services to patrol officers using D3 Dispatch software.
- Utilize student databases (Colleague, StarRez, LDAP, T2 Parking) to assist with investigation, information gathering and maintenance of records.
- Communicate with faculty, department keyholders and all levels of management stakeholders of untoward activity that may represent a threat to safety on campus in a timely manner.
- Improved customer satisfaction by actively listening and addressing concerns promptly.
- Liaise with community emergency services for assistance when needed.
- Addressed customer needs with empathy, fostering positive relationships.
- Respond to public inquiries via telephone and e-mail.
- Trained new team members to improve overall service delivery.
- Transcribe accused and witness statements to assist in completion of investigations.
- Assisted in developing call handling procedures for better outcomes.
- Maintain daily statistic logs managing crime, services rendered, responses and campus activity.
- Improved service delivery by actively participating in team meetings.
- Monitor numerous Genetec surveillance cameras on campus.
- Maintained professionalism under pressure, ensuring high-quality service.
- Assist Parking Services with tow/release activities and obtaining customer information
- Assisted in training new hires, sharing best practices for call-taking procedures and fostering a supportive work environment.
- Handled sensitive information with discretion, safeguarding customer privacy.
- Dealt successfully with individuals from various socio-economic, ethnic and cultural backgrounds.
- Contributed to the development of internal resources such as scripts, FAQs, and training materials for better call efficiency.
- Maintained a professional demeanor, managing difficult callers and deescalating tense situations.
Policies and Procedures – Campus Safety Office (Secondment)
The University of Guelph
04.2024 - 01.2025
- Technically assisted for implementation of new programs and policies using PowerDMS platform
- Edited and controlled written and published policy used to govern the Campus Safety Office
- Worked with policy owners to simplify and standardize existing documents
- Collaborated with other departments to update company procedures
- Maintained accurate documentation as required by contract
- Participated in training and customization of PowerDMS platform
- Liaised with stakeholders and implementation team to establish platform launch
Administrative Assistant to the Director – Campus Safety Office (Secondment)
The University of Guelph
04.2022 - 04.2023
- Initiate new staff appointments into the Human Resources system.
- Enter bi-weekly payroll for a department compliment of 26 staff.
- Respond to inquiries, complaints and concerns from members of the public, faculty and staff and outside vendors and stakeholders via telephone and e-mail.
- Maintain confidential records on behalf of the Campus Safety Office Director and Managers.
- Purchase officer uniform items, supplies for service and department using LVPO and HVPO.
- Process, prepare and reconcile financial transactions such as Journal Entries, petty cash transactions, procurement card transactions, travel and expense claims and budget preparation.
Unit Clerk – Intensive Care Unit, Emergency, Inpatient Surgery, Family Birthing Unit, Paediatrics, Bed Allocation Department (Part-Time)
Guelph General Hospital
08.2013 - 01.2024
- Transcribe all physician and allied health practitioner orders into MediTech system
- Receive and transcribe emergency communication obtained via radio-dispatch from EMS personnel prior to ED arrival
- Respond to patient inquiries via telephone and in person
- Maintain provincial CritiCall statistic database
- Arrange transfer to other acute and chronic care facilities for patients if required
- Scheduling of nursing and clerical staff to maintain unit requirements
- Payroll entry and reconciliation using Kronos platform
- Arrange outpatient follow-up appointments for patients that are discharged
- Supported nursing staff by maintaining organized unit station.
Service Assistant - Student Wellness Services (Temporary Full-Time)
The University of Guelph
09.2016 - 08.2017
- Scheduling appointments for all medical and allied health professionals within Student Wellness
- Respond to patient inquiries in person, by e-mail and telephone
- Effectively triage patients to appropriate service or modality
- Process and reconcile financial transactions using point-of-sale device
- Scan patient records into Electronic Medical Record software
- Transcribe medical dictations provided by physicians
- Ensure transcribed communication is distributed to referring physicians and community sources
Unit Clerk – Emergency (Part-Time)
Halton Healthcare
08.2013 - 04.2014
- Transcribe all physician and allied health practitioner orders into MediTech system
- Receive and transcribe emergency communication obtained via radio-dispatch from EMS personnel prior to ED arrival
- Respond to patient inquiries via telephone and in person
- Maintain provincial CritiCall statistic database
- Arrange transfer to other acute and chronic care facilities for patients if required
- Scheduling of nursing and clerical staff to maintain unit requirements
- Payroll entry and reconciliation using Kronos platform
- Arrange outpatient follow-up appointments for patients that are discharged
Unit Coordinator - Emergency (Part-Time)
William Osler Health Centre
08.2011 - 04.2014
- Transcribe all physician and allied health practitioner orders into MediTech system
- Receive and transcribe emergency communication obtained via radio-dispatch from EMS personnel prior to ED arrival
- Respond to patient inquiries via telephone and in person
- Maintain provincial CritiCall statistic database
- Arrange transfer to other acute and chronic care facilities for patients if required
- Scheduling of nursing and clerical staff to maintain unit requirements
- Payroll entry and reconciliation using Kronos platform
- Arrange outpatient follow-up appointments for patients that are discharged
- Coordinated communication between departments for seamless operations.
Education
Diploma - Emergency Management / Public Health Emergency Management
George Brown College
04.2025
Incident Management System 100
Emergency Management Ontario
01.2016
Incident Management System 200
Emergency Management Ontario
07-2024
Accessible Customer Service for Emergency Responders
Emergency Management Ontario
01.2018
Exercise Management Programs: An Introduction
Emergency Management Ontario
01.2018
Certificate - Public Safety Telecommunicator
The Association of Public-Safety Communications Officials (APCO) – Humber College
01.2016
Certificate - Emergency Medical Dispatch
The Association of Public-Safety Communications Officials (APCO) – Humber College
01.2016
Certificate - Fire Service Communications (Canada)
The Association of Public-Safety Communications Officials (APCO) – Humber College
01.2016
Certificate - Police Communications
The Association of Public-Safety Communications Officials (APCO) – Humber College
01.2016
Skills
- Call handling
- Team collaboration
- Issue escalation
- Effective communication
- Problem resolution
- Crisis management
- Multitasking
- Active listening
- Conflict resolution
- Situation assessment
- Empathy display
- Assertiveness
Certification
- APCO Telecommunicator
- APCO EMS Dispatch
- APCO Police Dispatch
- APCO Fire Dispatch
- Incident Management 100
- Incident Management 200
- JHSC Level 1
- JHSC Level 2
- SafeTalk Suicide Prevention
- Non-Violent Crisis Intervention
- CPR / AED / First Aid
- Freedom of Information
Affiliations
- Full Member: Association of Public-Safety Communications Officials (APCO Canada).
- Full Member: National Emergency Number Association (NENA).
Timeline
Policies and Procedures – Campus Safety Office (Secondment)
The University of Guelph
04.2024 - 01.2025
Administrative Assistant to the Director – Campus Safety Office (Secondment)
The University of Guelph
04.2022 - 04.2023
Call Taker / Dispatcher – Campus Safety Office
The University of Guelph
08.2017 - Current
Service Assistant - Student Wellness Services (Temporary Full-Time)
The University of Guelph
09.2016 - 08.2017
Unit Clerk – Intensive Care Unit, Emergency, Inpatient Surgery, Family Birthing Unit, Paediatrics, Bed Allocation Department (Part-Time)
Guelph General Hospital
08.2013 - 01.2024
Unit Clerk – Emergency (Part-Time)
Halton Healthcare
08.2013 - 04.2014
Unit Coordinator - Emergency (Part-Time)
William Osler Health Centre
08.2011 - 04.2014
Accessible Customer Service for Emergency Responders
Emergency Management Ontario
Exercise Management Programs: An Introduction
Emergency Management Ontario
Certificate - Public Safety Telecommunicator
The Association of Public-Safety Communications Officials (APCO) – Humber College
Certificate - Emergency Medical Dispatch
The Association of Public-Safety Communications Officials (APCO) – Humber College
Certificate - Fire Service Communications (Canada)
The Association of Public-Safety Communications Officials (APCO) – Humber College
Certificate - Police Communications
The Association of Public-Safety Communications Officials (APCO) – Humber College
Diploma - Emergency Management / Public Health Emergency Management
George Brown College
Incident Management System 100
Emergency Management Ontario
Incident Management System 200
Emergency Management Ontario
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