Heather Crowther
Catonsville
Summary
Professional emergency communications specialist with strong background in handling high-pressure situations and delivering accurate, timely responses. Skilled in active listening, critical thinking, and clear communication to ensure efficient coordination and assistance. Dependable team player who adapts to changing needs and consistently prioritizes collaboration and results. Known for calm demeanor, quick decision-making, and reliability in urgent scenarios.
Overview
8
8
years of professional experience
1
1
Certification
Work History
911 Call Taker
Carroll County 911
New Windsor, MD
09.2025 - 02.2026
- Maintained calm and professional demeanor while handling high-stress emergency situations, ensuring effective communication with callers.
- Strengthened communication skills through daily interactions with diverse populations facing various crisis situations.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Assisted in saving lives by providing clear, concise pre-arrival instructions to callers during medical emergencies.
Dispatch Supervisor
Towson University
Towson, MD
09.2024 - 02.2025
- Supervised dispatch operations to ensure timely and efficient service delivery.
- Coordinated schedules and assignments for dispatch personnel to optimize workflow.
- Implemented process improvements that enhanced operational efficiency and reduced delays.
- Trained and mentored new staff on dispatch protocols and best practices.
911 Calltaker
Baltimore County 911
Towson, MD
09.2017 - 04.2024
- Operated multi-line telephone system to answer emergency calls and assess situations swiftly.
- Recorded essential caller information accurately to relay critical details to first responders.
- Coordinated with police, fire, and EMS units to ensure rapid response to incidents.
- Ensured consistency in call-taking procedures through thorough adherence to department protocols and guidelines.
Education
High School Diploma -
Susquehannock High School
Glen Rock05-2006
Skills
- Patience and tolerance
- Teamwork orientation
- Public safety awareness
- Information gathering
- Problem-solving
- Time management
- Prioritizing situations
- Attention to detail
- Reliability
- Excellent communication
- Critical thinking
- Computer skills
Certification
- EMD - Emergency Medical Dispatch
- Mental Health First Aid - 2026
- METERS Certification - 2025
Timeline
911 Call Taker
Carroll County 911
09.2025 - 02.2026
Dispatch Supervisor
Towson University
09.2024 - 02.2025
911 Calltaker
Baltimore County 911
09.2017 - 04.2024
High School Diploma -
Susquehannock High School