Anika Johnson
Pikesville
Summary
Results-oriented 911 Supervisor with extensive experience in public safety communications. Skilled in overseeing training, quality assurance, and team performance metrics to ensure compliance and enhance service delivery. Dedicated to fostering a culture of collaboration and continuous improvement during the transition to Next Generation 911.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Acting Operations Manager
Baltimore City Fire Department
Baltimore
05.2025 - Current
- ons to ensure efficiency and productivity across all departments.
- Managed staffing needs through recruitment, selection, onboarding, and training.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Monitored processes and team performance to identify and implement improvements in customer service.
- Coordinated cross-departmental meetings to strengthen communication and foster teamwork.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Resolved citizen complaints promptly, enhancing overall customer satisfaction.
- Established effective relationships with vendors .
911 Supervisor
Baltimore City Fire Department
Baltimore
08.2022 - Current
- Performed quality assurance for 911 Specialists.
- Oversaw compliance with company policies and regulatory requirements in daily operations.
- Coordinated staff scheduling to ensure optimal coverage and support operational needs.
- Recruited and hired qualified staff to build a strong team.
- Trained staff on company policies, procedures and goals.
- Fostered collaborative relationships with staff and management to enhance team cohesion.
- Generated reports to track performance metrics of team members.
- Maintained detailed records of employee performance and attendance for effective management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Participated in ongoing training and compliance activities.
Office Manager
Sip With Kaution
Baltimore
10.2018 - Current
- Managed daily office operations and coordinated administrative tasks efficiently.
- Oversaw scheduling and facilitated effective communication between employees and clients to enhance collaboration.
- Coordinated events and meetings, handling all logistics to ensure seamless execution and professional presentation.
- Assisted in budgeting processes by tracking expenses and managing resources to ensure fiscal responsibility.
- Managed incoming phone calls and handled email inquiries promptly.
- Maintained inventory of supplies and ordered materials for the team.
- Managed office inventory and placed new supply orders.
911 Lead Specialist
Baltimore City Fire Department
Baltimore
10.2015 - 08.2022
- Supervised twenty-five 911 specialists, fostering a collaborative environment for effective emergency response.
- Managed incident reports to ensure compliance with regulatory standards and enhance operational integrity.
- Mentored junior staff in best practices for emergency response operations.
- Resolved escalated customer issues related to specialists' activities in a timely manner.
- Continuously monitors operators' calls and uses multiple resources and tools for evaluating and presenting solutions.
- Provide coaching opportunities whenever needed, based on specialist work performance
- Implement training programs for employees, resulting in improved morale and better skills development
- Participated in new hire orientation and training sessions.
- Attended community meetings with previous Operations Manager
- First line Supervisor acting as liaison between Specialists and shift Supervisor.
911 Operator
Baltimore City Fire Department
Baltimore
09.1996 - 10.2015
- Handled high volume of emergency phone calls, calmly obtaining pertinent information to ensure timely response.
- Coordinated responses with fire, police, and medical units, enhancing collaboration for effective service delivery.
- Provided clear instructions to callers during high-stress situations for safety assurance.
- Updated first responders with new information via telephone and computer system, ensuring situational awareness.
- Certified in CPR to provide First Point of Contact emergency assistance to callers.
- Became cross trained in taking 911 calls, Emergency Police Dispatch and Emergency Fire Dispatch.
Education
High School Diploma -
Northwestern Senior High
Baltimore, MD06-1990
Some College (No Degree) - Business
Baltimore City Community College
Baltimore, MDSkills
- Emergency dispatch certification
- Proficient in Next Generation 911
- Proficient in Advanced EMD and EFD pro QA programs
- Police and fire dispatch
- Quality assurance expertise
- Data Analysis Tools
- Proficient in the Rapid Deploy Mapping system
- Knowledgeable in NCIC
- Resource Management
- Completed NENA Center Manager Certification Program
- Member of the Train the Trainer program
- Certified Training Officer
- Leadership Development
- Customer service expertise
- Community engagement experience
- Emergency response training
- Rapid Deploy liaison
Education and Training
City of Baltimore Leadership Bootcamp I and II
Call Center Supervisor Certification
Call Center Manager Program
Advanced Telephone CPR Program
Accomplishments
- 911 Operator of the year
- 911 Team of the year
Certification
- Certified Training Officer
- Emergency Telecommunicator Instructor
- EMD Quality Assurance
- EPD Quality Assurance
- EFD Quality Assurance
- CIT Certification
Timeline
Acting Operations Manager
Baltimore City Fire Department
05.2025 - Current
911 Supervisor
Baltimore City Fire Department
08.2022 - Current
Office Manager
Sip With Kaution
10.2018 - Current
911 Lead Specialist
Baltimore City Fire Department
10.2015 - 08.2022
911 Operator
Baltimore City Fire Department
09.1996 - 10.2015
High School Diploma -
Northwestern Senior High
Some College (No Degree) - Business
Baltimore City Community College