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Michael James
Emergency Communications Operator (ECO)
Summary
Highly experienced and certified Emergency Communications Operator (ECO) with a proven track record of managing over 10,000 emergency calls in a high-stress environment. Possesses exceptional communication, de-escalation, and problem-solving skills, effectively coordinating emergency response efforts and providing life-saving guidance to callers in distress.
Proficient in utilizing Computer-Aided Dispatch (CAD) systems and Emergency Medical Dispatch (EMD) protocols, ensuring prompt and accurate response from emergency services. Committed to providing exceptional support and maintaining strict adherence to established protocols, contributing to the smooth operation of the emergency communication center.
Education
Associate’s Degree
August 2017
Skills
- Advanced Proficiency in Computer-Aided Dispatch (CAD) System
- Expert Knowledge of Emergency Medical Dispatch (EMD) Protocols
- Proficient in Emergency Response and Incident Management
- Highly Effective in Communication, De-escalation Techniques
- Collaborative and Coordinative with Emergency Services
- Excellent Time Management and Prioritization Skills
Work Experience
Emergency Communications Operator (ECO)
- Provided calm and empathetic support to callers in distress, guiding them through potentially lifethreatening situations.
- Monitored multiple communication channels simultaneously, prioritizing calls and responding accordingly.
- Collaborated with other ECOs to ensure smooth operation of the emergency communication center.
- Adhered strictly to established protocols and policies to ensure accuracy and consistency in call handling.
Emergency Communications Operator (ECO)
- Processed over 10,000 emergency calls in a highstress environment, maintaining composure and providing accurate information to first responders.
- Utilized 911 CAD software to dispatch emergency services to callers locations, ensuring prompt and appropriate responses.
- Responded to textto911 messages, deciphering caller intentions and relaying critical details to responders.
- Collaborated with law enforcement, fire, and medical personnel to gather and relay information for coordinated response efforts.
Accomplishments
- **Challenge** Encountered numerous frantic and incoherent callers experiencing medical emergencies. **Action** Implemented active listening techniques, effectively calming callers and extracting vital information. **Result** Provided accurate and timely dispatch of emergency services, leading to positive patient outcomes.
- **Challenge** Faced a complex multiagency incident involving multiple jurisdictions and resource allocation. **Action** Collaborated effectively with dispatchers and first responders, coordinating seamless communication and maximizing resource utilization. **Result** Ensured efficient handling of the incident, resulting in a successful resolution.
- **Challenge** Identified a recurring issue with caller location accuracy in a specific geographic area. **Action** Proactively investigated the issue, identified the root cause, and collaborated with technical teams to implement a resolution. **Result** Improved call handling efficiency and enhanced dispatch accuracy in the affected area.
- **Challenge** Implemented a new emergency alert system for the community. **Action** Conducted training sessions, outreach programs, and developed detailed documentation to ensure widespread understanding and adoption. **Result** Increased community preparedness and awareness, resulting in faster emergency response times.
- **Challenge** Encountered a highpressure situation involving an active shooter incident. **Action** Maintained composure under extreme stress, effectively coordinating multiple calls, dispatching emergency services, and relaying critical information to law enforcement. **Result** Facilitated a swift response and containment of the incident, saving numerous lives.
Awards
- Recognized with the 911 Star Award for exceptional performance in handling multiple highpriority emergency calls during a critical incident.
- Received a Certificate of Appreciation from the local police department for assisting in the apprehension of a fugitive during an active operation.
- Awarded the Operator of the Year Award by the regional 911 Authority for consistently exceeding performance standards and demonstrating exceptional problemsolving abilities.
- Recognized with a plaque for outstanding contributions to the community through providing exemplary 911 services during a natural disaster.
Certificates
- Emergency Medical Dispatch (EMD) – Nationally Certified
- Emergency Number Professional (ENP) – Certified
- National Incident Management System (NIMS) – Certified
- APCO Certified Public Safety Telecommunicator (CPST)
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How To Write Resume For Emergency Communications Operator (ECO)
- Highlight your ability to remain calm and composed under pressure, and your skills in handling multiple tasks simultaneously.
- Showcase your proficiency in using CAD systems and EMD protocols, and your knowledge of emergency response procedures.
- Emphasize your strong communication, interpersonal, and de-escalation skills, and your ability to provide reassurance and support to callers in distress.
- Quantify your accomplishments whenever possible, using specific metrics to demonstrate your impact on the efficiency and effectiveness of emergency response.
Essential Experience Highlights for a Strong Emergency Communications Operator (ECO) Resume
- Receiving and processing emergency calls from multiple channels, including phone, 911 text, and radio.
- Assessing the nature of emergencies, gathering critical information, and dispatching appropriate emergency services to callers’ locations.
- Providing clear and concise instructions to callers, guiding them through potentially life-threatening situations and ensuring their safety.
- Maintaining open communication with law enforcement, fire, and medical personnel, relaying critical information and coordinating response efforts.
- Documenting all call details and maintaining accurate records for legal and quality assurance purposes.
- Undergoing continuous training to stay abreast of best practices and emerging technologies in emergency communications.
Frequently Asked Questions (FAQ’s) For Emergency Communications Operator (ECO)
What is the role of an Emergency Communications Operator (ECO)?
An ECO is responsible for receiving, processing, and dispatching emergency calls. They gather critical information, provide instructions to callers, and coordinate with emergency services to ensure a prompt and appropriate response.
What skills are required to be an ECO?
Essential skills for ECOs include excellent communication, problem-solving, and multitasking abilities, as well as proficiency in using CAD systems and EMD protocols.
What is the work environment of an ECO like?
ECOs typically work in a fast-paced and high-stress environment, often dealing with multiple calls and emergencies simultaneously.
What is the career outlook for ECOs?
The job outlook for ECOs is expected to grow in the coming years, as the demand for emergency response services continues to increase.
What are the educational requirements for becoming an ECO?
Many ECOs have an associate’s degree in criminal justice, public safety, or a related field. Some employers may also require certification in emergency dispatching.
What is the salary range for ECOs?
The salary range for ECOs varies depending on experience, location, and employer. According to the Bureau of Labor Statistics, the median annual salary for emergency dispatchers was $49,020 in May 2021.