Shayna Correa
Springfield
Summary
Emergency Communications Professional with 10+ years of experience in high-volume 911 dispatch environments. Proven ability to manage critical incidents, prioritize emergency response, and support officer and public safety under pressure. Recognized for strong decision-making, cross-agency coordination, and mentoring peers in fast-paced, high-stakes situations. Seeking to leverage leadership experience into a Team Lead role within a 911 communications center.
Overview
15
15
years of professional experience
1
1
Certification
Work History
911 Emergency Dispatcher
Town Of West Springfield
West Springfield, MA
02.2020 - Current
- Answering emergency fire, medical and police calls
- Coordinated officer deployment to emergency calls, prioritizing public safety and efficient service.
- Logged call information into designated computer system with precision.
- Facilitated communication and information exchange among city agencies.
911 Emergency Dispatcher
City of Springfield Police Department
Springfield, MA
01.2016 - Current
- Manage high-volume 911 and non-emergency calls, prioritizing police, fire, and EMS response based on incident severity and protocol
- Dispatch units using CAD systems while maintaining constant awareness of officer safety and situational updates
- Coordinate communication between multiple agencies during critical incidents and rapidly evolving situations
- Demonstrate sound judgment in high-pressure environments, ensuring accurate information relay and appropriate resource allocation
- Support team operations by assisting peers during peak call volumes and complex incidents
- Maintain strict adherence to department protocols, legal standards, and confidentiality requirements
Office Manager
AdCare Outpatient
West Springfield, MA
08.2014 - 07.2020
- Oversaw daily office operations, including scheduling, patient intake, and medical records management
- Verified insurance eligibility and managed billing processes, ensuring accuracy and compliance
- Maintained confidential records and coordinated communication with external agencies including probation offices
- Streamlined administrative workflows to improve efficiency and client experience
Firearms Clerk / Matron
Town of West Springfield Police Department
West Springfield, MA
01.2017 - 05.2019
- Conduct detailed background checks and process firearms licensing applications in compliance with state and federal regulations
- Manage sensitive documentation, fingerprinting, and applicant processing with a high level of accuracy and confidentiality
- Handle financial transactions and deposits for municipal accounts with accountability and precision
- Ensure safety and supervision of detainees, maintaining professionalism in controlled and high-liability environments
Court Intern
Massachusetts Trial Court
Springfield, MA
01.2019 - 05.2019
- Assisted probation officers with intake processes and administrative support
- Provided Spanish translation services for clients and staff
- Supported front office operations in a high-volume court environment
Office Manager
Gandara Mental Health & Substance Abuse Clinic
West Springfield, MA
08.2011 - 05.2014
- Supervised administrative staff, including scheduling, time approvals, and task delegation
- Developed and implemented office procedures to improve operational efficiency
- Led coordination of daily operations in a fast-paced clinical environment
Education
Bachelor of Science - Criminal Justice
Holyoke Community College
Holyoke, MA06-2016
Associate of Science - Criminal Justice
Holyoke Community College
Holyoke, MA06-2016
Certification
- Communications Training Officer (CTO) — November 2024
- CPR Certification — February 2026
Languages
Spanish
Professional Working
Timeline
911 Emergency Dispatcher
Town Of West Springfield
02.2020 - Current
Court Intern
Massachusetts Trial Court
01.2019 - 05.2019
Firearms Clerk / Matron
Town of West Springfield Police Department
01.2017 - 05.2019
911 Emergency Dispatcher
City of Springfield Police Department
01.2016 - Current
Office Manager
AdCare Outpatient
08.2014 - 07.2020
Office Manager
Gandara Mental Health & Substance Abuse Clinic
08.2011 - 05.2014
Bachelor of Science - Criminal Justice
Holyoke Community College
Associate of Science - Criminal Justice
Holyoke Community College