SHAWNA JONES
Centennial,CO
Summary
Accomplished emergency communications professional with 15+ years of dispatch, call-taking, QA, and leadership experience, including recognition as Rotary Club Dispatcher of the Year for two consecutive years. Proven ability to lead teams through the highest-pressure situations, including serving as Supervisor on Duty during the Aurora Theatre shooting and supporting operations during the Democratic National Convention. Skilled in coaching, staff development, incident management, and operational improvement. Combined emergency communications experience with financial and operational insights gained during time in high-accountability sales roles. Dedicated to upholding Denver Health Paramedic Divisions values through compassionate leadership, professionalism, and integrity.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Telecommunicator II
City of Aurora
Aurora, CO
05.2013 - 06.2018
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Contributed to the development of new training materials for incoming 911 Telecommunicators, improving overall team preparedness.
- Conducted regular quality assurance checks on recorded calls, identifying areas for improvement and providing constructive feedback to colleagues.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
QA/QI Analyst/Trainer
City of Aurora
Aurora, CO
03.2017 - 10.2017
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Developed effective training plans based on department needs and objectives.
Ambulance Dispatch Lead
Rural Metro
Arvada, CO
09.2011 - 09.2013
- Implemented new procedures for call-taking, leading to increased accuracy in gathering vital information from callers.
- Handled complex medical emergencies calmly and efficiently, often coordinating multiple responding units simultaneously.
- Provided exceptional customer service to callers in distress, offering reassurance while obtaining necessary information for emergency response teams.
- Participated in ongoing professional development courses to stay current on industry best practices and advancements in technology.
- Collaborated with other dispatchers to ensure seamless shift transitions and continuous coverage during peak periods.
- Continuously evaluated call trends and patterns, adjusting dispatch strategies as needed to optimize response times and patient outcomes.
Paramedic Dispatcher
Denver Health
Denver, CO
06.2006 - 04.2010
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
- Collaborated with law enforcement agencies, fire departments, and EMS teams to ensure a coordinated response during multi-agency incidents.
- Served as a mentor for new hires, guiding them through on-the-job training and fostering their growth within the organization.
Education
EMT Certificate - EMT-Basic, Medical Terminology
Community College of Aurora
Aurora, CO08.2011
Medical Assistant - Medical Assisting
Concorde Career College
Aurora, COHigh School Diploma -
Colorado State High School
Aurora, CO07.2002
Skills
- 911/PSAP Operations & Dispatch
- Financial Awareness & Budget Support
- Staff Supervision & Coaching
- Training, QA & Performance Management
- High-Stress Decision-Making
- Staffing & Scheduling Coordination
- Emergency Incident Support
- Multi-Agency Collaboration
- Policy/Procedure Development
- CAD, 911 Systems, CCIC/NCIC Familiarity
- Microsoft Office Data Analysis Reporting
- Conflict Resolution & Team Building
- Large-Sum Computations
- Resilience under pressure
Accomplishments
Rotary Club of Aurora Telecommunicator of the year 2 years in a row
Chief Commendation Award
Award for Aurora Theatre Shooting
Certification
EMD, EPD, EFD protocol certified (lapsed)
EMDQ, EFDQ, EPDQ protocol certified (lapsed)
CPR certified (lapsed)
EMT-B certified (lapsed)
Timeline
QA/QI Analyst/Trainer
City of Aurora
03.2017 - 10.2017
Telecommunicator II
City of Aurora
05.2013 - 06.2018
Ambulance Dispatch Lead
Rural Metro
09.2011 - 09.2013
Paramedic Dispatcher
Denver Health
06.2006 - 04.2010
EMT Certificate - EMT-Basic, Medical Terminology
Community College of Aurora
Medical Assistant - Medical Assisting
Concorde Career College
High School Diploma -
Colorado State High School