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Georgia Department of Transportation Roadside Assistance and Maintenance Program - RAM eRFP No.: 48400-DOT0000472 12 May 2016

Attachment H. Question 5 Page i Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this document.

TABLE OF CONTENTS 5 ROLE OF DISPATCHERS ........................................................................................................................1

5.1 DEVELOPING THE ROLE OF THE DISPATCHERS..............................................................................1 5.1.1 Enabling the Success of the Dispatch Function................................................................2

5.2 DISPATCHER INTERACTION ...........................................................................................................8 5.2.1 Dispatcher Interaction with Local Governments ..............................................................9

5.2.2 Dispatcher Interaction with GDOT Districts ....................................................................9

5.2.3 Dispatcher Interaction with Existing Department Resources .........................................10

5.2.4 Dispatcher Interaction with the Serco RAM Team ........................................................11

5.2.5 Dispatcher Interaction with External Agencies/Entities .................................................11

5.3 SAMPLE DISPATCHER RESUMES .................................................................................................12

LIST OF FIGURES Figure 5-1. Serco Provides Courses and Career Development with More Than 1,000 Online Courses. ....5

Figure 5-2. Serco Learning Management System Portal Motivates the Learning Experience. ...................6

Figure 5-3. Implementation Timeline (Dispatch denoted as DISP). ...........................................................7

Figure 5-4. A Formal Communications Management Plan Defines RAM Communications with Internal and External Stakeholders. ..........................................................................................9

Georgia Department of Transportation Roadside Assistance and Maintenance Program - RAM eRFP Event No.: 48400-DOT0000472 12 May 2016

Attachment H. Question 5 Page 1 Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this document.

5 ROLE OF DISPATCHERS

GDOT requires proven ability to develop the role of the Dispatchers and interact with local governments and GDOT districts coordinating existing Department resources. GDOT can expect professional dispatchers who are well trained and understand how to coordinate resources and

manage the expectations of all stakeholders through Serco’s training program.

Serco Dispatch staff will cover all agreed-on shifts for their respective Districts, understanding that this equates to one person per shift with two shifts per District. Our Dispatchers will be physically located at each GDOT District and will be minimally present in coordination with RAM Operator shifts.

The RAM Program will dispatch Operators to patrol six of the seven Georgia Districts (excluding District 7 - Atlanta). While the GDOT RAM Program will dispatch and operate distinctly from the HERO Program (dispatched through the TMC), we intend to operate the RAM dispatch function in a manner that readily integrates into the NaviGAtor system. HERO and RAM Operators may be called on to assist each another in addressing severe incidents; protocols will be established guiding the dispatch function in those situations. RAM Dispatchers and the TMC/511 Operators will maintain essential communications and follow agreed upon policies to prevent competing Contractors from becoming a GDOT issue.

The RAM Dispatcher will act as the liaison between the RAM Operator and any other agency involved in roadside assistance, roadside management, or incident management. As needed, we can dispatch RAM Operators to address needs communicated from the TMC, District Maintenance staff, local agencies, and first responders. Similarly, in response to communications from our RAM Operators, the RAM Dispatchers may expedite the securing of assistance from first responders, GDOT offices (maintenance), local agencies, and Intelligent Transportation Systems (ITS) maintenance.

5.1 DEVELOPING THE ROLE OF THE DISPATCHERS Serco has performed the Dispatch function across many mission critical systems including Tunnel Operations (vehicular incident, fire, etc.), air traffic control, and incident management (SSP/RAM). Recognizing that the Dispatch function is safety critical and, in conjunction with our RAM Operators and GDOT forces, can save lives, Serco is focused on developing the role and recognizing that the RAM Dispatch function includes services that extend beyond the traditional role of a Traffic Management Center (TMC) Operator. The Dispatcher will encounter a wide variety of issues and will need to understand the protocols and parameters for the frequent engagement with GDOT Maintenance and District forces as well as with many stakeholders including Emergency Services from local jurisdictions. The ability to accurately communicate complex information with multiple parties and systems is critical to the success of the dispatch function—a key trait that experienced E911 Dispatchers possess. This leads to our first step in developing the role of the Dispatch function, which is to recruit local (to each District), experienced E911 Dispatchers. The skillsets of these individuals will bring many immediate benefits, including:

· Strong communications skills · Understanding of communication protocols · Existing relationships with emergency service agencies, lending instant credibility · Familiarity with Dispatch functions, including radio communications and telephony skills · Experience with multi-agency coordination such as between fire and police agencies



· Capability in using emergency management software such as Computer-Aided Dispatch, inclusive of dispatch and logging (These skills can easily transfer to the NaviGAtor and WebEOC applications.)

· Strong public-service ethos In our efforts to be prepared as early as possible, Serco recruiters are already identifying Dispatcher candidates for each GDOT District. Résumés (redacted to remove personal identification) are included at the end of this response to Question # 5.

Understanding that there will be additional sources for our Dispatcher talent pool, Serco will use the methods described in our response to Question #4 (Staffing) to identify and select the best candidates as our RAM Dispatchers. Once aboard, Serco will then use our methods and tools (established on numerous Serco projects including VDOT Statewide Operations, GDOT TMC, LADOTD MAP, etc.) and described below to train (described in detail in our response to Question #7) and develop the Dispatchers to provide superior service to the Department.

Defining the Dispatch Function. In accurately defining the function of the Dispatcher, Serco will draw upon extensive experience developing effective Standard Operating Procedures (SOPs). For example, on the VDOT Statewide project, Serco revised and consolidated more than 800 SOPs into approximately 120 SOPs by applying our global experience and standardized industry best practice. The result of these new SOPs, particular to Incident Management, resulted in a 300% increase in the number of verified roadway incidents. From the established and approved SOPs, our next step is to produce training plans and deliverable technical training content for the Dispatch function in our Learning Management System. Serco has successfully delivered this approach in multiple mission-critical environments including TMC Operations, HERO/SSP Dispatch, Critical Infrastructure Maintenance, Air Traffic Control, and Customer Service Centers.

For the GDOT RAM Program, our RAM Training Manager within our PMO will work with the District RAM Managers and other Serco training resources to define and develop the Dispatch role and deliver our training strategy to all Districts. We know that dispatch personnel have different training and support needs, and some learn more quickly than others. Our goal is to provide qualified and experienced Dispatchers who will know not only RAM Dispatch and Operations but how the Department functions (maintenance, traffic operations, communications, etc.) within the District and coordinates with the TMC and other stakeholders.

5.1.1 Enabling the Success of the Dispatch Function Following the identification and selection of the best candidates, Serco will have the appropriate training and support network in place to enable success.

5.1.1.1 Initial GDOT Specific Training The training includes but is not limited to the following: · Control Room/Dispatcher SOPs · GDOT maintenance practices and coordination · Communications (radio, 10-codes, telephone, etc.) and reporting protocol · RAM Operations

- NaviGAtor ATMS software - WebEOC software - Comet Tracker software

· RAM Outreach Plan - Local Emergency Response organizations



- Traffic Incident Management (TIM) members - National Incident Management System (NIMS) - GDOT TIM Guidelines;

· Customer Service software · AgileAssets software.

5.1.1.2 Additional Training Topics for Dispatcher Development This includes but is not limited to the following:

· Customer Service Training (Serco Business Academy – Figure 5-1.) · Proactive Monitoring applications (Waze, Google Traffic, National Weather Service [NWS]) · Maximo ITS Maintenance software · GDOT Incident and Weather process maps · Information Technology Security · GDOT safety rules and procedures · Microsoft Windows training, including Operating System, Microsoft Office, etc. · Applicable Georgia traffic laws (e.g., Move It Law)

5.1.1.3 Contact Lists (Stakeholder Register) As part of our Communications Management Plan training, we will identify all GDOT stakeholders, plan communications, distribute information, manage stakeholder expectations, and report performance. We recognize NaviGAtor Response Plans do not identify contacts statewide. Serco will work with the Department to collect, validate, and as necessary, update existing contact lists for distribution to our Dispatchers. As these are living documents, Serco will review them semi-annually and update them as needed. Our Dispatchers will understand and use contact lists to notify appropriate agencies/personnel as part of their training and will use the communications channels prescribed by each stakeholder group.

5.1.1.4 Enabling Effective Dispatcher Operations Because the RAM Operators (Incident Management Patrollers) are most often the primary source for the identification of confirmed incidents, we believe it is vital that the Dispatchers maintain effective communications with them at all times to provide situational awareness. Accordingly, Serco promotes strategies to maximize the effectiveness of the RAM Dispatch interface activities, as possible. Within the first 6 months of operations we will:

· Review all current SOPs against Dispatcher performance to ensure they are aligned and that Dispatchers can deliver key objectives.

· Immediately review the “people process” with regard to Roadside Assistance and Maintenance and assess staff performance. Following this review, we will implement performance improvement plans that focus on Dispatcher actions.

· Introduce joint briefings and workshops, including both RAM Dispatchers and RAM Operators, to review performance, share best practices, and encourage interactions.

· Implement effective Dispatch staff shift handovers to include a structured and documented process so that changeovers are seamless and lessons learned are captured and circulated on a day-to-day basis.

· Review Dispatch activities and, where identified, implement efficiency improvements to workflow processes and task prioritization.

· Use our global experience and understanding of how to efficiently organize Control Rooms to implement the most effective organization within each District.



· Introduce job shadowing so that RAM Operators and Dispatchers understand and appreciate their respective roles while building on internal relationships.

· Review the current communications protocols and identify ways to further improve the efficiency of information exchanges.

· Guide Supervisors to coach their Dispatch staff in maximizing on-the-job quiet times to conduct development tasks, performance reviews, drills, document reviews, and job shadowing.

District Performance Champions. Additionally, Serco will identify a Performance Champion in each District’s Dispatch Center to play a key role in the review and improvement process. This practice will ensure that a culture of ownership becomes embedded at each Command Center and will facilitate improvement initiatives as we move toward interoperability. Across the RAM Program, our Champions are integral to our Competence Management Model (described in our Response to Question #7 [Training]). They will help District teams take ownership for their own development while serving as a resource to ensure competence activities are monitored and that information such as certifications and licensing is consistently uploaded to our online Learning Management System (LMS). The award-winning LMS enables effective management of the entire learning and development process (online and in the classroom).

5.1.1.5 Short and Long Term Development Serco uses a three-point strategy to address immediate training needs while providing a path for long-term employee development and includes: 1) initial training for new hires; 2) cross-training for surge, special events, and contingency planning; and 3) continual education for career growth and workforce stability. We use distance learning tools and motivational techniques called “gamification” through the use of “badging.”

Serco enhances the GDOT RAM Program’s learning curriculum by using new tools and techniques such as the Serco Business Academy and Skillsoft curriculum. These add interest to the learning environment and help engage staff to improve performance, as shown in Figure 5-1. Separate from the LMS, the Serco Business Academy is available to all Serco employees.



Figure 5-1. Serco Provides Courses and Career Development with More Than 1,000 Online

Courses. Our employees have easy access to many professional courses and certifications to maintain or add relevant and updated skills to the GDOT Program while advancing individual career paths.

The Serco LMS is the core of Serco’s training and development. Based on our experiences, we are confident GDOT will see a significant improvement to the training process in a relatively short time. Our web-based portal enables us to manage the entire learning and development process (online and live classroom)—from enrollment and delivery—to testing, tracking (certifications such as CPR/First Aid, SHRP2, background checks), and reporting. Our LMS offers a highly personalized learning environment with individual development plans, competencies, licenses, and certifications. (Figure 5-2 shows a screen of our customized GDOT RAM LMS portal.) Our overall framework will deliver a truly competent workforce with the associated benefits Serco has been pleased to witness on similar customer programs.



Figure 5-2. Serco Learning Management System Portal Motivates the Learning Experience. Serco

uses a badging system called “gamification.” Employees earn rewards for various factors, including training and certification. LMS flexibility allows GDOT and our management to effectively plan and

implement training development activities in areas where there are new or emerging needs. Development Schedule (Implementation). Serco will conduct the Dispatcher training within a 2-week period. The first week will be classroom-based and will include SOPs; Communications – contact lists, protocols, etc.; GDOT TIM and NIMS guidelines, etc. The second week will have 3 days of training provided by the Department regarding the ATMS and WebEOC applications, followed by mock interaction sessions with RAM Operators, GDOT maintenance forces, TMC Operations, and local emergency services (simulated). These sessions will also include typical and emergency scenarios.

The timing of the training is critical to success. We will provide training to coincide with program implementation, which we will accomplish in stages.

Our Implementation Timeline (Figure 5-3) shows the Dispatcher training cycles coinciding with the staged implementation and Operator training cycles.



Figure 5-3. Implementation Timeline (Dispatch denoted as DISP). Dispatcher training is coordinated to coincide with the phases

of Program implementation—ensuring effective operational ramp-up.



During ongoing operations, Serco will train Dispatchers as necessary due to turnover, extended leaves of absences, etc., and we will adhere to all requirements of the GDOT-approved training plan.

5.2 DISPATCHER INTERACTION Our formal Communications Management Plan is a component of the Serco Program Management Plan (PMP) for the GDOT RAM Program. It establishes the official channels of communication and associated protocols for Dispatcher interaction and coordination with the many RAM Program stakeholders. The Plan incorporates a stakeholder register, including the designated communications models; identifies the management chain; and details the escalation process to coordinate activities during both normal and emergency situations.

Effective Dispatch personnel are critical to the success of the RAM Program. Serving as the central point of communications for their respective Districts, each Dispatcher will coordinate the activities of the RAM Operators regarding incident management and GDOT in-house maintenance. They will consistently communicate accurate and appropriate situational awareness to the stakeholders of the Program. Using the following tools, the Dispatch staff will facilitate communication among District maintenance forces, 511 operators, and RAM Operators about roadway incidents/assistance and maintenance activities:

· SouthernLINC Wireless. Staff will dispatch all work orders through GDOT’s two-way communication system carrier—SouthernLINC Wireless. The Dispatchers will maintain dispatch contact between the GDOT TMC (Atlanta and Macon) and the GDOT District offices. The SouthernLINC Wireless GDOT-programmed two-way devices will be our primary means of radio communication among the following: each member of the Serco RAM management staff, Incident Management Coordinators, Dispatch staff, and RAM Operators. We will mount a radio in each vehicle as a SouthernLINC equipment package that includes radio, radio mounting cradle/kit, antenna, microphone, speaker, and smooth talker. We will track the RAM vehicles in real time using the SouthernLINC radio, and we will use displayed data to manage and monitor the vehicles. Serco staff will have full access to this information.

· Software Applications to Log Incidents. Serco Dispatch staff will utilize existing GDOT NaviGAtor software and WebEOC software to log incidents in accordance with established TMC procedures. They will log of all incidents/events/actions taken by Operators on duty, and the Dispatchers will utilize the Actsoft Comet Tracker application for the dispatch logging of incidents/events/actions that do not qualify as NaviGAtor or WebEOC incidents. The Department will provide training opportunities for Dispatch staff with GDOT-provided software. Serco will provide Dispatch communication and logging equipment, including quad monitor workstations that exceed NaviGAtor minimum requirements. We will coordinate this through the GDOT IT group for integration into existing GDOT systems and upon prior approval from GDOT’s Chief Information Officer (CIO).

The Dispatchers will be communication/liaison points of contact among the many organizations engaged on the RAM Project (Figure 5-4).



Figure 5-4. A Formal Communications Management Plan Defines RAM Communications with Internal and External Stakeholders. Serco’s communications channels and methods are formally

captured in our Communications Management Plan contained in our PMP and include formal escalation procedures and points of contact.

5.2.1 Dispatcher Interaction with Local Governments The RAM Dispatchers will interact with the following local services:

· Emergency Services. The RAM Dispatchers will regularly communicate with local (County/City) Emergency Services such as Police, Fire, EMS, etc. This interaction will be primarily with their Dispatch centers and is a major factor in our recruitment of E911 Dispatchers for the RAM Program. We anticipate coordination to include: - Relaying communications to/from RAM Operators to responsible locality dispatch (such as a

RAM Operator coming on a scene of local enforcement having a vehicle pulled over) - Reporting of incidents, emergency (fire) or enforcement issues (unsafe driving or suspected DUI)

to the responsible locality for that section of the RAM patrol route - Requests from Emergency services for assistance during incidents - Active Dispatcher participation in our Outreach and TIM programs. We expect Dispatchers to

interact with local governments at those meetings. - Dispatchers interacting with local governments during After Action Reviews (AARs) conducted

after major incidents. · Local Government Roads and Maintenance. The RAM Dispatchers will coordinate with the

County/City road departments while understanding that the Department works closely with local governments (County/City) regarding roadway maintenance and traffic signals. For example, a Dispatcher may update an incorrect report of a traffic signal malfunction such as for a public report to the county that is actually relevant to a GDOT route.

5.2.2 Dispatcher Interaction with GDOT Districts The RAM Dispatchers will coordinate work with the Districts on the following topics:

· Maintenance. The Dispatchers will coordinate with the District Maintenance staff, including the District Maintenance Engineer, Area Managers, Area Maintenance Managers, and foreman of the GDOT in-house maintenance crews. Serco Dispatchers will report maintenance issues such as guardrail damage identified by the RAM Operators to the appropriate maintenance staff. They will immediately notify maintenance staff of incidents requiring GDOT maintenance forces to restore service and will communicate irregular details reported by RAM Operators of maintenance lane closures such as improper signing or other lane closure issues, queue length (backup), travel times



through maintenance work zones, etc. Serco Dispatchers will direct RAM Operators to provide required assistance to Maintenance forces including lane closures, verification of reported issues, etc.

· Asset Management. At the discretion of the Department, RAM Dispatchers will receive training in the use of GDOT’s AgileAssets system to properly record/manage maintenance issues.

· Traffic Operations. Dispatchers will coordinate with the District Office of Traffic Operations to provide situational awareness of incident/events and provide performance information regarding the Program. Dispatchers will participate with Traffic Operations in TIM programs, AARs, and Training activities.

· Performance/Data Visualization. Dispatchers will present performance information from our performance tool (ProgramVision [PV]) as well as data from the NaviGAtor ATMS, WebEOC (dependent upon data accessibility), RAM Operator Logging, and crash data records. We will use PV to provide necessary reporting and to identify “hot spots” and potential RAM route adjustments.

· Traffic Signals. Dispatchers will coordinate with RAM Operators who can perform simple resets of traffic signals. (Serco envisions GDOT providing rudimentary training on this.) As the RAM service is offered 16 hours a day, this should save the Department a significant number of call-outs for signals in flash. There are hundreds of signalized intersections within 10 miles of the patrolled interstates.

· Construction. Dispatchers will coordinate with the District Construction office to receive information regarding planned construction activities and items of focus for the RAM Operators while in work zones. Subsequently, the Dispatcher will communicate any irregular details reported by RAM Operators of construction lane closures such as improper signing or other lane closure issues, queue length (backup), travel times through construction zones, etc. If there is an incident in a construction work zone, the Dispatcher will immediately contact the District Construction Engineer and the appropriate area construction personnel.

· Communications (Public Information). The Dispatchers will work with the District Communications staff to provide information regarding incidents/events throughout the event duration. We will coordinate with the Communications staff to determine the level/type of incident for which we will contact Communications. At the discretion of the Department, Serco Dispatch staff can provide updates to GDOT District social media outlets such as Facebook, Twitter, and Instagram.

5.2.3 Dispatcher Interaction with Existing Department Resources The RAM Dispatchers will interact with the following Department resources:

· GDOT TMC (Atlanta) - Operations (511 Operators). RAM Dispatch will coordinate with the NaviGAtor TMC

Operations for incident management as well as planned and special events. This includes interfacing with the 511 system for traveler information. Serco anticipates that coordination with the HERO dispatch will occur through the TMC. Serco RAM Dispatchers will receive information from the TMC as well as communicate to the TMC. This information exchange will provide the Department with a more comprehensive view of transportation across the state than currently exists.

- HERO. RAM Dispatch will coordinate with HERO for an emergency or planned event coordinated within a District that may require the assistance of HERO staff and equipment. For example, Dispatchers can coordinate traffic support during the Masters Golf Tournament in Augusta (District 2), working with the District 2 Dispatch Staff or assisting with evacuation efforts during a hurricane.



· GDOT TMC (Macon). RAM Dispatchers will coordinate with the District 3 Macon TMC (including both GDOT and the City of Macon) for incident management and planned or special events. They will communicate with TMC Operators to ensure mutual awareness of incidents and activities in District 3. Serco will coordinate with Macon TMC Operations regarding customer service requests from the public. Serco may recommend relocation of either the RAM Dispatch function or the Macon TMC to centralize the TMC Operations and RAM Dispatch function to a single facility such as the District 3 Office in Thomaston.

· GDOT EOC. When the Statewide Emergency Operations Center is initiated by the Georgia Emergency Management Agency (GEMA) in preparation for a natural or man-made disaster, GDOT simultaneously starts their Emergency plans throughout the state in each of the affected Districts. Our Dispatch Staff will coordinate and report GDOT RAM activities as well as other duties assigned by the Department during these emergency periods using the WebEOC application.

5.2.4 Dispatcher Interaction with the Serco RAM Team Our Dispatchers will coordinate tasks with the following Program staff:

· RAM Management (Program Manager, Contract Manager, Training Manager, District RAM Manager). Dispatchers will receive direction, training, and administrative support from the RAM management staff and will report directly to the District RAM Manager.

· Incident Management Coordinator(s). Dispatchers will support the Incident Management Coordinators in maintaining contact and relationships with the Emergency Services agencies engaged within each District. Dispatchers will attend TIM meetings and AARs to improve Incident Management processes and implement best practices.

· Operators and Operator Supervisors. Dispatchers will dispatch and continually communicate with RAM Operators and Supervisors and serve as points of coordination with GDOT Maintenance, other GDOT offices, and stakeholders. Dispatchers will monitor RAM Operator locations/status and log all RAM Operator actions. They will periodically ride-along with RAM Operators to understand duties and build relationships and will proactively use NaviGAtor, social media, and traffic websites such as Waze and Google Traffic (further described in Response to Question #8) and weather information to keep our RAM Operators informed and up-to-date.

· Other District RAM Dispatchers. When an incident or event involves multiple Districts or any surge effort, Dispatchers will coordinate efforts, resources, etc. to most effectively manage the incident and communicate to GDOT staff.

5.2.5 Dispatcher Interaction with External Agencies/Entities Dispatchers will work with the following external entities:

· Emergency Management (GEMA, FEMA, County). During states of emergency (man-made or natural), Dispatchers will coordinate, as directed by GDOT, with Emergency Management Agencies. They may use the WebEOC application to report incidents and ongoing status updates (situational awareness), reporting, etc.

· Other Georgia State Agencies. Dispatchers may coordinate with other State agencies such as the Department of Natural Resources if there are Hazardous Material (HAZMAT) spills.

· States (Alabama, Florida, South Carolina, Tennessee). RAM Dispatchers will coordinate with agencies in other states including Emergency Responders (Police, Fire, EMS), State Agencies (DOT, DPS, etc.), Incident Management teams (Alabama ASAP, Tennessee HERO, South Carolina SHEP, Florida Road Ranger, etc.) during incidents/events occurring at a state line.



· Traffic Incident Management Enhancement (TIME)/TIM Teams. As Serco, in conjunction with the Department, establishes teams throughout the state (recognizing that several exist), the Dispatchers will participate in ongoing outreach with these organizations to discuss incident management, develop relationships, participate in training, and perform AARs. Dispatcher involvement in TIM facilitates vital communications about incident management and establishes the cooperation to most effectively and safely clear the roadway. Please refer to our response to Question #3 for more details.

· Public. At the direction of the Department, Serco Dispatchers will communicate with the public by receiving calls for customer service and/or reporting issues. Dispatchers will record all information and respond according to procedure or direct calls to the appropriate parties.

5.3 SAMPLE DISPATCHER RESUMES Serco has started recruiting efforts—by District—and has included a sampling of candidate qualifications below, which we pulled from collected resumes. We have not included personal data.



District 1 Gainesville CHARLENE BENNETT

61 Cedar Ridge Drive Braselton, Georgia 30517/678-794-4070/ [email protected] SUMMARY

I am a hardworking and very dedicated employee. I have been called a perfectionist. I believe in tackling tasks and getting them completed in a timely manner. I work with very little supervision, always trying to make sure the tasks are completed. I am a mother of three grown children and my husband and I have been married for nineteen years. I have been very fortunate to have obtained numerous certifications including POST Certified State of Ga Communications Officer, GCIC/NCIC, CPR, and many other on the job trainings. I have experience with Microsoft Word/Word Perfect/Excel/and PowerPoint. As a transcriber, my typing speed has improved to 55 wpm. While in my past positions, both used Kronos for time and payroll. I have experience with both Interact and Intergraph CAD systems while working as a 911 operator. I have about twenty years experience with accounts payables and receivables for the company I work for part time. I feel my data entry skills are very good due to so many years of entering calls and transcribing.

EXPERIENCE

12/29/2014 to 08/2015 911 Communications Officer, Athens Clarke County Police

As a 911 Communications Officer it is my responsibility to answer any incoming emergency and non-emergency calls which also included alarm calls from various alarm companies for burglary and fire alarms. They are then entered into the in house CAD system and dispatched to the appropriate field unit. This position requires numerous hours of training and certifications. We use two way radio to relay information to our field units and telephone to call for any assistance needed such as wreckers or EMS or other departments that may be needed for response.

07/2006 to 12/29/2014 Jackson County Government ----911/Sheriffs Office

While employed with Jackson County, I worked as a 911 dispatcher in the communications center. While in this position I answered emergency and non-emergency calls and entered the calls into the in house CAD computer. I worked night shift from 1800 hrs to 0600 hrs on a rotating schedule. I was responsible for phone and radio traffic to the public and to the field units working, running and disseminating driver’s license and tag information as needed by field units and entering stolen items and warrants as needed by various departments that was served. The State of Georgia requires certification as a GCIC/NCIC operator to be able to run and enter this type of information. This position also requires state certification as a post certified officer for communications. While working on the Sheriff’s side, I was titled as an administrative clerk for the sheriff’s office. My duties included transcribing all interviews that were done with offenders and victims by our investigators. I was also responsible for coding our reports that were entered in prior day’s work by our officers and entering warning tickets. My other duties included



scanning, filing, maintaining the county’s 4th waiver list, validations that are due each month for the state and national files of stolen items entered by our department, entering FI (field interrogation) information, closing assigned case files and taking and logging any monies paid for by walk ins at the front window.

10/2002 to present Store Clerk/Self Employed –Bennett’s Athletic Wear

I work here part time with my husband doing embroidery for our walk in customers. I do all of the accounts payables and receivables for our business. Our accounts payables and receivables include purchase orders that are assigned to each customer as they order then when the shipment arrives the packing list is filed with the P.O. then paid by invoice. We have vendors on net 30 and 45 as well as receivables. As customers pay, copies of their payments are then filed with all original orders for that customer. We have been in business since 1992 as a family owned business.

2002 Jackson County Government – 911 Communications Officer and CID Clerk. EDUCATION 06/1982 High School Diploma, Commerce High School Commerce, Ga. 2004-2006 Studied Pharmacy Tech, Lanier Technical School- Completed all classes for pharmacy tech

except clinical and classes included human anatomy, basic computer, medical terminology, math and English. Oakwood, Ga.

PERSONAL REFERENCES 1) Janice Riley – 647 McCoy Bridge Rd. Homer, Ga. 706-654-0508 with Banks Co. Bd. of Commissioners/Clerk 2) Connie Presley–147 Forest Lake Rd. Pendergrass, Ga. 770-654-3262 with Jackson County 911 PROFESSIONAL REFERENCES 1) Cindy O’Barr-555 General Jackson Drive Jefferson, Ga. 706-612-8153 with

Jackson County Sheriff’s Office/Deputy Sheriff.

2) Denice Fowler-555 General Jackson Drive Jefferson, Ga 706-387-6012 with Jackson County Sheriff’s Office/Clerk Supervisor.



District 2 Tennille

Davi N. McGowan [email protected] P.O. Box 213/443 Oak Street Wadley, GA. 30477, (706-726-9583) or (213-873-3110)

PROFESSIONAL EXPERIENCE

Job Title: Communications Officer City of Harlem Public Safety Department, 180 N. Louisville St., Harlem, GA 30814 (706) 556-6262 - Employment Dates: 11/12/2010 – 08/29/2011 Job Title: Communications Officer, TAC Officer City of Grovetown Public Safety Department, 306 E. Robinson Ave., Grovetown, GA 30813 (706) 863-1212 - Employment Dates: 03/01/2007 – 10/11/2010 Job Title: 911 Operator Jefferson County Sheriff’s Department, 911 Clarks Mill Rd., Louisville, GA 30434 (478) 625-7538 - Employment Dates: 07/01/2006 - 02/27/2007 Job Title: Customer Service Attendant/Cook Wife Saver Restaurant, 116 N. Belair Rd., Evans, GA 30809 (706) 868-5182 - Employment Dates: 03/16/2004 - 7/6/2005

PROFESSIONAL RESPONSIBILITIES

· Administered the communications function and satisfied the immediate information needs of officers in the course of their normal daily activities and during emergencies

· Conveyed information from and to the public and to officers who respond to calls, to public service agencies, and to information storage facilities and retrieval systems, maintained radio contact and status recording of personnel (In-service or out-of-service)

· Judged in-coming calls to determine if emergency or non-emergency response is needed, and conveyed compliance response or referral to other agencies or services

· Accessed to GCIC and NCIC networks to enter information and relay necessary information to officers and maintaining a written log on inquiries

· Monitored and dispatched personnel for responding to private security alarms in accordance with the Communications Division SOP

· Maintained security of communications systems within the dispatch area, including all security and confidentiality of Juvenile and Adult Records with adherence to CHRI state laws for record retention in QSI and administration in accordance with the Open Records Act

· Monitored TTY communication for the hearing and speech impaired and utilized the AT&T Language line for non-speaking English interpretation

· Recorded service calls into the QSI computer system, notified Command Staff of serious calls and maintained the emergency log book, maintained a recorded audio log of all radio and phone traffic through the center and maintained a written wrecker log for towed vehicles

· Responded to officers request for tag and vehicle identification checks, and assisted with requested information for designated Traffic Road Block checks and maintained traffic records in the QSI system

· Prepared the LEDS forms and computer input of missing persons and stolen vehicle information · Disseminated BOLO notices and broadcasted appropriately, maintained the BOLO file and the daily CAD Hot Sheet · Followed release of information to media Function Code 1107 and conducted required testing of GDPS

firefighters/rescue toning system · Assisted with required reports for custodial arrest for the Grovetown Detention Center and assisted with body

searches of female detainees · Data entry of incident reports to build UCR report and checked for accuracy before mailing to GCIC



· Accountable for the status of reports, daily incident log, incident reports, Road Patrol arrests, closed without arrest and follow-up reports and maintained security and validity of all required records

· Adhered to call numbers and procedures of the Georgia Forestry Commission (Richmond and Columbia County) · Answered incoming calls from the public and businesses (bank alarm) according to protocol and procedures · Acquired knowledge, skills and understanding of Grovetown Police Department communications console including

alarm and tone systems and CSI (Courtware Solutions) software systems · Maintained records and answered inquiries for extradition and warrants on detainees according to GCIC Operations

and Procedures for Law Enforcement agencies · Cooperated and assisted in state record audits by providing public record information according to and in

compliance with Georgia State Audits policies and procedures PROFESSIONAL CERTIFICATIONS

· State Communications Officer Certification - 04/11/2007(expired) · Georgia Crime Information Center Certified Entry Level Operator - 05/23/2007(expired) · Terminal Agency Coordinator Certification - 6/11/2009(expired) · First Aid/CPR Certification #02152- 07/22/15-07/22/17(active)

PROFESSIONAL DEVELOPMENT AND TRAINING

· Sexual Harassment Training Certificate - 01/15/2009 and 1/27/2010 · Basic Communications Officer Training Certificate - 07/11/2008(expired) · Emergency Management Institute -U.S. Department of Homeland Security -FEMA Coordinate Systems including:

· IS-00100-Intro to the Incident Command System (4/3/2007) · IS-00200-ICS for Single Resources and Initial Action Incidents (4/10/2007) · IS-00700-National Incident Management Systems (NIMS) an Introduction (4/11/2007) · IS-00701-NIMS Multi-Agency Coordination System (9/4/2008) · IS-00702-NIMS Public Information Systems (9/29/2008) · IS-00703-NIMS Resource Management (9/29/2008) · IS-00706-NIMS Intrastate Mutual Aid, an Introduction (10/19/2007) · IS-00800.A-National Response Plan (NRP), an Introduction (04/17/2007)

EDUCATION

· Swainsboro Technical College- GED obtained in 2003 · Southeastern Technical College- Phlebotomy Certificate- Graduated 12/2015



District 3 Thomaston

Wendy Willis

Williamson, GA 30292

[email protected]

OBJECTIVE: I have been a 911 dispatcher at the Monroe County Sheriff's Office for 12 years. My

objective is to find a challenging and fulfilling opportunity for advancement

EXPERIENCE: 6/2001 - Present Monroe County Sheriff's Office

Industry: Other/Not Classified E 911 Dispatcher

EDUCATION: 8/1997 - 6/1999 Griffin High School High School or equivalent

CERTIFICATION: 6/2001 Monroe County Sheriff's Office P.O.S.T. and GCIC certified

$12-15/hr



District 4 Tifton

Professional Summary A c c o m p l i s h e d a n d e n e r g e t i c w e l l r o u n d e d d i s p a t c h e r/d r a f t e r w i t h a s o l i d h i s t o r y o f a c h i e v e m e n t i n p u b l i c s a f e t y/m e c h a n i c a l . M o t i v a t e d l e a d e r w i t h s t r o n g o r g a n i z a t i o n a l a n d p r i o r i t i z a t i o n a b i l i t i e s .

Skills · T e l e c o m m u n i c a t i o n s · P u b l i c S a f e t y a n d S e c u r i t y · A c t i v e L i s t e n i n g · Law and Government · C o m p u t e r s a n d Electronics · Critical Thinking Active L e a r n i n g

Communications and Media Judgment and Decision Making C o m p l e x P r o b l e m S o l v i n g

· Time Management · E d u c a t i o n a n d T r a i n i n g

· P e r s u a s i o n · L e a r n i n g S t r a t e g i e s · N e g o t i a t i o n · p e r a t i o n M o n i t o r i n g O p e r a t i o n a n d

C o n t r o l O p e r a t i o n s A n a l y s i s · Personnel and Human Resources · T r o u b l e s h o o t i n g · E n g i n e e r i n g a n d T e c h n o l o g y · D e s i g n · P ro d uc t i on an d Pr o ce s s in g · B u i l d i n g a n d C o n s t r u c t i o n

Experience 911 Dispatcher

Tift Co E911 - Tifton, G a Sep 2014-Present

Q u e s t i o n c a l l e r s t o d e t e r m i n e t h e i r l o c a t i o n s , a n d t h e n a t u r e o f t h e i r p r o b l e m s to determine type of response needed. R e c e i v e i n c o m i n g t e l e p h o n e o r a l a r m s y s t e m c a l l s r e g a r d i n g e m e r g e n c y a n d n o n - e m e r g e n c y p o l i c e a n d f i r e s e r v i c e , e m e r g e n c y a m b u l a n c e s e r vi c e , i n f o r m a t i o n a n d a f t e r h o u r s c a l l s f o r d e p a r t m e n t s w i t h i n a c i t y . D e t e r m i n e r e s p o n s e r e q u i r e m e n t s a n d r e l a t i v e p r i o r i t i e s o f s i t u a t i o n s , a n d dispatch u n i t s i n a c c o r d a n c e w i t h e s t a b l i s h e d p r o c e d u r e s . Record details of calls, dispatches, and messages. E n t e r , u p d a t e , a n d r e t r i e v e i n f o r m a t i o n f r o m t e l e t y p e n e t w o r k s a n d computerized data systems regarding such things as wanted persons, stolen property, vehicle registration , a n d s t o l e n v e h i c l e s . M a i n t a i n a c c e s s t o, a n d s e c u r i t y o f, highly sensitive materials. Provide emergency medical instructions to caller s.

S y c a m o r e, G A 3 1 7 9 0



Relay information and messages to and from emergency sites, to law e n f o r c e m e n t a g e n c i e s , a n d t o a l l o t h e r i n d i v i d u a l s o r g r o u p s r e q u i r i n g notification.

Scan status charts and computer screens, and contact emergency response field u n i t s t o d e t e r m i n e e m e r g e n c y u n i t s a v a i l a b l e f o r d i s p a t c h . O b s e r v e a l a r m r e g i s t e r s a n d s c a n m a p s t o d e t e r m i n e w h e t h e r a s p e c i f i c emergency i s i n t h e d i s p a t c h s e r v i c e a r e a . M o n i t o r v a r i o u s r a d i o f r e q u e n c i e s s u c h a s t h o s e u s e d b y p u b l i c w o r k s d e p a r t m e n t s , s c h o o l s e c u r i t y , a n d c i v i l d e f e n s e t o k e e p a p p r i s e d o f developing s i t u a t i o n s . L e a r n m a t e r i a l a n d p a s s r e q u i r e d t e s t s f o r c e r t i f i c a t i o n . R e a d a n d e f f e c t i v e l y i n t e r p r e t s m a l l - s c a l e m a p s a n d i n f o r m a t i o n f r o m a computer s c r e e n t o d e t e r m i n e l o c a t i o n s a n d p r o v i d e d i r e c t i o n s . A n s w e r r o u t i n e i n q u i r i e s , a n d r e f e r c a l l s n o t r e q u i r i n g d i s p a t c h e s t o appropriate d e p a r t m e n t s a n d a g e n c i e s.

911 Dispatcher Crisp Co E911 - Cordele, GA Same job duties as Tift County E911

911 Dispatcher Worth Co E911 - S y l v e s t e r, GA Same Duties as Crisp Co E911

Drafter Designer Siemens Water Technologies - T h o m a s v i l l e, GA

May 2012-Sep 2014

Jul 2010-May 2012

Jan 2008-Jun 2009

C r e a t e d d r a w i n g s f o r w a s t e w a t e r t r e a t m e n t p l a n t s t o b e a s s e m b l e d i n t h e warehouse. Worked with Auto CAD 2008 to create drawings. C r e a t e d b i l l o f s a l e o f m a t e r i a l s f o r e a c h d r a w i n g o v e r s e e n m y t h e m e c h a n i c a l e n g i n e e r . R o u t e d m a t e r i a l s p e r t a i n i n g t o d r a w i n g s t o w e l d i n g , f a b r i c a t i o n , m a c h i n i n g , e t c . C o n v e r t e d d r a w i n g s f r o m I n v e n t o r t o A u t o C A D p e r t h e m e c h a n i c a l engineer. Met deadlines for jobs. W o r k e d a l o n g s i d e a d r a f t e r/d e s i g n e r I I o n j o b s f o r p r o f i c i e n c y a n d accuracy. Eager to learn and open to new ideas and formats. A l w a y s willing t o l e a r n a n d o n t a c t.



Education Drafting Certificate Moultrie Technical College - Moultirie, G a

College Prep Worth County High School - S y l v e s t e r, GA

S o m e c o u r s e w o r k Abraham Baldwin Agricultural College - Tifton, GA

Additional Information

Types 60+ words per minute

P r o f i c i e n t w i t h M i c r o s o f t O f f i c e , E x c l , P o w e r P o i n t , e t c.

H a r d w o r k i n g a n d f a s t learner

P o r t r a y s h o n e s t y a n d i n t e g r i t y

Dec 2007

Jun 2004



District 5 Jesup

912-256-2757

[email protected]

OBJECTIVE: EMD/CPR certified Communications Officer with 7 years experience dispatching to include

law,medical and fire personnel. GCIC/NCIC certified with broad knowledge of operations for emergency as well as non emergency services within the entire county

EXPERIENCE: 3/2008 - Present Liberty County 911

Industry: Telecommunications Services Emergency Communications Operator

2/2006 - 7/2006 Lumpkin County 911

Industry: Telecommunications Services Public Safety Dispatcher

Answer incoming emergency and non emergency calls followed by dispatching appropriate personnel to include deputies,fire and EMS. Inquiry level GCIC. Must be able to multi task efficiently and be familiar as well as maintain standard operating procedures

3/2004 - 11/2005 Liberty County 911

Industry: Telecommunications Services Emergency Communications Operator

EDUCATION: 8/1996 - 5/2000 Liberty County High School High School or equivalent



District 6 Cartersville 201 Heritage Dr. Apt. 206 Canton, Georgia 30114 706-835-7592

Jessica Yancey Objective

To obtain a carer position in a field which requires a motivated, dedicated, above average person and allows opportunities for growth and development and also recognizes individual achievements and performance

Experience 2014-present iXP Corporation Sandy Springs, GA

911 Operator § Answer incoming emergency and non emergency lines § Promptly assess the nature of the call and enter in correct information § Send call to appropriate dispatcher § Knowledgable with OSSI CAD

2013-2014 Fulton County Government Atlanta, GA

Communications Specialist § Answered emergency and non emergency calls § Monitored county wide alarm board § Assessed and routed calls to appropriate dispatcher § Dispatched fire calls for Fulton County Fire Department, Fairburn Fire Department

and Palmetto Fire Department § Dispatched law enforcement calls for Fairburn Police Department, Palmetto

Police Department, and Fulton County School Police Department § Knowledgable with InterAct CAD § Obtained GCIC and GA POST certifications

2008-2012 Clay County Sheriffs Office Hayesville, NC

Telecommunicator/Training Officer § Training Officer for Communications Center § Responsible for all continuing education materials for B shift § Proficient in GeoConexx CAD system § Assisted with initial set up of CAD system § Answered both emergency and non emergency calls § Properly and accurately maintained mileage for EMS and Deputies § Correctly completed case cards with call details and proper incident types § Coordinated Fire, Rescue, EMS, and Sheriffs Office Personal § Determined the nature of the emergency and non emergency calls § Prioritized the calls regarding both emergency and non emergency § Dispatched for Fire, EMS, and Sheriffs Office § Ability to use correct judgement and decision making skills § Proper use of Police/Fire/EMS dispatch techniques



201 Heritage Dr. Apt. 206 Canton, Georgia 30114 706-835-7592

Jessica Yancey

Education 2005-2007 North Georgia Technical College Blairsville, GA

Medical Coding and Billing 2009 North Carolina Justice Academy Salemburg, NC State Telecommunicator Course 2009 North Carolina Justice Academy Edneyville, NC Department of Criminal Information 2009 National Academy of Emergency Medical Dispatch 2012 National Academy of Emergency Fire Dispatch 2013-present Reinhardt University Waleska, GA Criminal Justice Major 2013 Georgia POST Certification

References References are available on request.

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