Samantha Bedford

* Developed and deliver curriculum for ECP141 Communications Centre Technology; 14-week online course

* Consistently re-evaluating and implementing course content to ensure that information is relevant to current practices within a PSAP, APCO guidelines and APCO textbook

* Created itemized detailed rubrics for individual/group assignments and test answers

* Outline clear expectations for 14-week course content, due dates and exams

* Established Powerpoint presentations for each lesson, implemented knowledge check-ins both written and verbal throughout to ensure students are understanding course content. Ensures that if content needs to be changed; adapt PowerPoint lessons accordingly for successful students in course.

* Assure there are visual, audio and kinesetic delivery of course content; hands-on practicum, audio emergency calls that students have to provide constructive criticism for, visual aids from current technology used within a PSAP

* Evolved current quizzes and exams; expanding on the number of questions to ensure that the randomizer provided same question less frequent

* Clear communication with all students; ensuring that students with accommodations needs have been adhered to in accordance with their letter.

* Excellent communication skills with Academic Advisors, Student Counsellors, fellow Professors; collaborating to ensure that Seneca Guidelines are adhered to and students have a positive learning experience

* Advanced computer skills in Blackboard Ultra, Microsoft Word, Powerpoint, Office, Zoom, Teams, Gradebook

· Ongoing implementation of policy and procedural changes in Communications ensuring comprehension by members

· Established as an outstanding role model through consistently exhibiting professional behavior with high ethical standards.

· High degree of Emotional Intelligence. Focused on fostering trusting relationships.

· Well-developed research, resourcing, analytical and evaluation skills. This is highlighted throughout conducting quarterly Performance Evaluation meetings with all members of my platoon. I deploy researching and evaluation skills to ensure members are meeting standards with regards to Standard Operating Procedures and DRPS Directives. Through open discussion and feedback present the results of this research so they are knowledgeable of their strengths and aware of areas for improvement, empowering them to work towards determined goals.

· Superior negotiation and conflict resolution skills. I am very adept at understanding human behavior and managing work related and personal issues that arise.

· Ability to work respectfully and ethically with authenticity with a diverse range of individuals, teams and external stakeholders.

· Actively promotes an inclusive work environment that encourages, supports, values and rewards its members and new initiatives.

· Exceptional active listening skills providing avenues for two-way communications with members to ensure that the member feels heard, valued and understood.

· Mentoring and developing of Acting Supervisors by sitting on a working group for numerous years, networking with other police services for ideas/input on how they succession planned their upcoming leaders. Contributed to the Acting Supervisor Reference Guide; developing cheat sheets for CARM/Harris radio. Expanding on the activity checklist ensuring all tasks (CAD/radio/personnel, daily operations, staffing) are covered for knowledge and skillset of the Supervisor role and participating in training of current and new Actors on annual in-person training days.

· Responsible for maintaining adequate staffing levels to ensure quality assurance, and initiating the overtime call-out system when staffing shortages occur.

· Supervises the call-taking and dispatching functions of the unit ensuring that Directives and Standard Operating Procedures (S.O.P.s) are being followed. Monitors all administrative, 9-1-1 calls, and radio bands to ensure appropriate call prioritization for dispatching patrol units

· Conducts meetings with members for counselling purposes, call debriefings, platoon development or conflict resolution solutions

· Have partnered with Human Resources on recruitment activities such as in-house résumé review, Critical and keyboard / data entry testing, and interviews for potential new hires and current members looking to change internal careers on numerous occasions

· Provides advice and counselling on resume writing, behavioral event interviewing for upcoming full-time positions both within Communications or other DRPS positions to current members

· Assists with training of uniform personnel in classroom sessions at the PLC when requested by the Communications Training Coordinator

· Provides input and analysis of discrepancies between DRPS directives and unit procedures (S.O.P.’s) that affect the unit performance and its impact on the Service.

· Ensures compliance of all directives relating to Communications / 9-1-1 Unit

· Monitors all administrative, 9-1-1 calls, and radio bands to ensure appropriate call prioritization for dispatching patrol units

· Coordinates all initial Nuclear Emergency Notification Procedures in the Region, for drills, training exercises, and nuclear incidents; works collaboratively with the Durham Emergency Measure Office (DEMO) for communications

· Responsible for maintaining adequate staffing levels to ensure quality assurance, and initiating the overtime call-out system when staffing shortages occur

· Enters Hazards into the Versadex database, inputs notepad additions for in-house resource information, and maintains Supervisor Tables

· Monitors all DRPS alarms and coordinates response to after-hours needs such as building maintenance and I.T. on-call resources etc.

• This was a one-year seconded position within Durham Regional Police Service
• Assesses job performance of Communicators and Call-Take personnel by analyzing voice recorded information, CAD incident history and 911 information to ensure the correct application has been used for efficient and safe police response; following applicable directives/SOPs
• Ensuring that customer service has been provided professionally and in a timely manner
• Provides positive feedback to the member and/or conducts immediate mentoring sessions to discuss areas of improvement
• Modifies call monitoring performance criteria as needed, utilizing the APCO/NENA Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points as a guideline ensuring clear communication of criteria with Supervisors, Training Co-ordinator and members in a timely manner
• Assesses job performance of Communicators by monitoring dispatch duties in real time; ensuring the correct application has been used for efficient and safe police response; following applicable directives and SOPs
• Provides positive feedback to the member and/or conducts immediate individual mentoring sessions to discuss areas for improvement
• Modifies dispatch monitoring performance criteria as needed, utilizing the APCO/NENA Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points as a guideline ensuring clear communication of criteria with Supervisors, Training Co-ordinator and members in a timely manner
• Liaisioning with Communications Platoon Supervisors and Communications Training Co-ordinator to ensure that the Quality Assurance program is delivering clear communication on how criteria is determined, how evaluations are conducted and how many calls are being evaluated on an annual basis
• Works closely with the Training Co-ordinator to develop actions plans for ongoing training once areas have been identified in which there are consistent gaps in performance (in-house training)
• Acts as a consultant to Communications Supervisors/Training Co-ordinator and other members on issues or areas identified where our Communications Standard Operating Procedures (SOPs) do not always align with DRPS directives; providing input, analysis for the approval of new SOPs that affect the unit and its impact on the Service
• Compiles and maintains detailed records and reports on individual performance using call monitoring software and excel spreadsheets
• Identifies related call-taking and dispatching performance issues using these statistics
• Creates processes for handling of repeat performance issues (i.e Verbal, written, training etc)
• Compiles, analyzes, maintains and delivers statistics on priority incidents for organizational needs; identifying minimum staffing requirement changes and reporting those findings to the Staff Sergeant of Communications
• Ensuring the accuracy of the information that will be used to present at Executive Leadership Team meetings, the Police Service Board and 9-1-1 Management board to increase staffing as the population grows
• Reviews internal and external complaints on Communicator/Call-Take performance and reports findings to Communications Staff Sergeant and/or Inspector
• Creates processes for handling of issues
• Liases with DRPS Coordinator-Research and Analysis Manager to clarify an/or provide detailed information found in reports; including compiling research and follow up emails as necessary
• Contributes to measuring effectiveness of training and development; providing input to decisions that could lead to discipline or termination
• Assisting the Communications Training Co-ordinator in identifying new trainers for the unit
• Partners with the Communications Training Co-ordinator along with Human Resources on recruitment activities such as information sessions, interviews for potential new hires
• Assists with training of new personnel in classroom sessions when requested by the Communications Training Coordinator
• Completes Performance Review Form (DRP 45G) or Civilian Performance Review - Probationary Period (DRP 12D) on all Part-Time Call-Take member

• Led the Coaches’ team in development of the Coaches’ Manual by creating a manual for existing and future Coaches; addressing different learning styles; providing direction on providing accurate feedback (DOR/evaluation writing)
• Document creation included activity checklists; cheat sheets on applications within the Communications unit (i.e BROWSE, MTO); trainee expectations to be met on a block by block basis; quizzes and more
• Manual ensures all Coaches’ are consistent and measurable in development of new communicator skillsets, and speak to their abilities absent of any personal biases being transferred into the DORs (Daily Observation Reports)
• Demonstrated ability to coach and motivate members to accomplish individual and organization goals. Approached by a member expressing interest to become a trainer for new members in Communication Unit; I mentored the member, developing communications skills, conflict resolution and technical knowledge to ensure they would be successful in this new role. This member has flourished at coaching and demonstrated exceptional abilities while coaching a newly hired communicator
• Provides guidance for external courses that members can obtain for career development through local college, internal e-learning. Identified a member within Communications that wanted to become a trainer; Suggested the Teaching and Training Adults course offered by Durham College. Member is currently enrolled in this program and it has made a positive impact on the members’ ability to train and mentor new Communicators
• Mentoring and developing current and new Coaches’ by providing guidance on how to discuss sensitive training issues with new hires, by providing resources on techniques for different learning styles, by regularly meeting with trainer and trainee to discuss progression and cohesiveness of their partnership.

* Actively participate in working groups for the betterment of the Durham Regional Police Service; CAD Master Trainer, Consistency Challenge Training Cadre Team, Acting Supervisor Succession Planning Team. Create, grade and record results of monthly consistency challenges of Directives, SOP’s.

* Communicate with co-workers and outside agencies with accuracy, efficiency, and professionalism; obtain and co-ordinate services from outside agencies including Ambulance, Fire and non-emergency services including cellular companies.

· Incident Command Scribe-obtained position in 2015; proven ability to work with different ranks within the service with respect, provide valuable input during dynamic events that are unfolding, abiding confidentiality and multi-tasking abilities while numerous tasks are occurring.

• Responsible for generating sales for the Installs Department
• Provided customer service and communication between store and outside installation companies
• Developed training manuals for installations’ department on procedures and computer commands for Home Depot
• Train other associates of install services offered within the store in order to sell services to customers
• Train new install associates on quoting, filing, ordering and customer relations
• Recruit new customers through incentive programs developed by department of the individual store
• Provide customer service by being in constant contact with the customer regarding measure dates, install dates, back order dates and satisfaction survey
• Maintain excellent working relations with outside installation companies
• Read and quote drawings for installation project
• Order materials to complete project
• Provide solutions to customers if jobs were not completed to their satisfaction

• Responsible for providing customers with reliable and efficient service
• Train new cashiers/customer service associates
• Develop How-To Manuals for new hires
• Manage and balance cash floats for cashiers and customer service associates
• Provide customer service
• Answer external/internal calls
• Follow up with vendors about items that have been sent back for repair/replacement service
• Manage returns of warranty items
• Provide solutions to customers about warranty issues