Wendy Rung has over 26 years of experience in public safety communications, including roles as Quality Assurance Supervisor and Acting Manager of the Niagara Regional Police Service Communications Unit. She has extensive leadership experience developing and motivating teams, and strong technical knowledge of 9-1-1 systems and emergency dispatch protocols. Rung holds several certifications including ENP and EPD-Q, and has taken numerous courses in communications center management, leadership, and quality assurance practices.

1. Wendy Rung
 69 Woodrow Street  St. Catharines, ON  L2P 2A4  905-941-6422  wrung44@gmail.com 
PROFILE
A professional with twenty-six years of experience working in Public Safety Communications. Certified
ENP with extensive leadership experience in a team environment with the proven ability to develop and
motivate others and a diverse skill set that includes planning, budgeting, managing special projects,
selection, supervision and training of staff. Strong 9-1-1 technical knowledge necessary to make policy
and operational decisions. Solid working knowledge of Microsoft applications and industry-related
computer software applications.
AREAS of SKILLS and KNOWLEDGE
PROFESSIONAL EXPERIENCE
Niagara Regional Police Service, St. Catharines, ON March 1990 – Present
Quality Assurance & Accreditation Supervisor September 2015 – Present
 Constructed foundational elements to support the delivery of initial Quality Assurance and Quality
Improvement project
 Introduced Quality Assurance and Quality Improvement concepts to the members of the
Communications Unit
 Established a process for evaluating Communicator performance pursuant to existing Standard
Operating Procedures and best practices
 Monitor and evaluate calls for service; assessing compliance to Unit policies
 Track and analyse individual and Unit compliance with project guidelines; liaising with the Unit’s
Manager and Training Coordinator when required
 Conduct on-going discussions to deliver feedback to Unit members in regards to their performance
 Initiated communication techniques to apprise Unit members, Supervisors and Senior Management of
the project’s progress and success
 Responsible for coordinating the curriculum development, delivery of training and member
certifications in the Police Priority Dispatch System (PPDS)
Acting Manager – Communications Unit August 2008 – Present
 Provide leadership and direction to personnel, and effective operational and financial management of all
Unit activities
 Establish priorities, implement efficient processes, manage staff and maintain inter-departmental
communication
 Recruit and, in conjunction with Human Resources, hire new staff
 Initiated evacuation policy and entrusted to deliver, educate and lead the entire Communications Unit
through exercises
 Make modifications to Unit policies and Standard Operating Procedures to meet industry best
practices
 Develop new policies and modify/update existing policies
 Provide proof of compliance to Provincial Adequacy Standards yearly
 Prepare a yearly report of Unit operations for the Police Services Board
 Coordinated the installation, repair and maintenance of all telephone (landline and mobile) services
within the Service
 Communicate with next level in the chain of command on all pertinent and risk management issues
 Operations Management  Policy Development  Budget/Financial Management
 Team Leadership  Project Management  Change Management
 Strategic and Business Planning  Employee Development  HR Planning and Development

2. Wendy Rung 2
 Based on the needs of the Service, made the selection of a new voice recorder; trained staff on its
use and prepared a user guide
 Designed and implemented back-up site to our primary Communications Centre
Platoon Supervisor – Communications Unit March 2005 – Present
 Provide leadership, supervision, scheduling, coaching and direction to a platoon of 14 Communicators
 Evaluate and mentor members’ performance, with a view to succession planning and job enrichment
 Coordinate and supervise the training and evaluation of all probationary personnel
 Monitor calls for service and provide assistance and guidance to Communications Operators in the
performance of their duties.
 Coach and counsel members as required
 Monitor CAD and the voice radio system to ensure that all calls for service are attended to in a timely
manner
 Prepare weekly rosters assigning duties to staff as well as scheduling rest periods, ensuring that staff
receive breaks in accordance with both employment standards and Collective Agreement
 Prepare annual leave schedules
 Use the voice recording system to make copies of audio recordings for court and investigative
purposes
 Attend supervisory meetings to discuss matters pertaining to the efficient operation of the
Communications Unit and recommend possible solutions
 Perform the duties of a Communicator when required on a relief basis
 Liaise with other associated agencies
 Use all Microsoft Office Suite applications used for administrative duties
Communicator – Communications Unit January 1991 – March 2005
 Answered and processed incoming emergency calls on the Regional Municipality of Niagara’s 9-1-1
system as well as non-emergency calls
 Obtained all necessary information from callers to complete the call entry process into the CAD
system in accordance with Standard Operating Procedures, ensuring accuracy
 Prioritize and dispatched calls for service using voice radio system
 Position required the ability to make quick decisions often with limited information and in the absence
of detailed instruction and supervision
 Providing onsite training to new members to the Unit and submit weekly progress reports
Courier – Communications Unit March 1990 – January 1991
EDUCATION & PROFESSIONAL DEVELOPMENT
 AQUA Software Training Course 2016
Priority Dispatch, Washington, DC
 EPD-Q Quality Assurance Certification 2015
Priority Dispatch, Salt Lake City, UT
 Management Development Studies Certificate (High Honours) 2014
Sheridan College, Mississauga, ON
 EPD Certification 2014
Priority Dispatch, Guelph, ON

3. Wendy Rung 3
 Emergency Numbers Professional (ENP) designation 2013
National Emergency Numbers Association (NENA), Ottawa, ON
 Best Practices in Quality Monitoring and Coaching 2013
Contact Professionals Alliance, Toronto, ON
 Center Manager Course 2011
NENA, Burlington, ON
 Communications Center Manager Course 2009
Fitch & Assoc./International Academies of Emergency Dispatch, Kansas City, Kansas
 Leadership in the 9-1-1 Center through NENA 2008
NENA, Tampa Bay, Florida
 Communications Centre Supervisor 2005
Ontario Police College, Aylmer, ON
 OPC Frontline Supervisor Course 2003
NRPS Training Unit, Welland, ON
 Successful completion of NRPS Communications Supervisor Exam 2003
NRPS, St. Catharines, ON
COMMUNITY/VOLUNTEER SERVICE
 Co-coordinate yearly Vacation Bible School program at Calvary Church 2010-present
 Parent Council Chair at Pine Grove Public School 2009-2011
 Soccer coach at Port Weller Soccer League 2003-2004