Kim Rigden
Associate Director of Accreditation at International Academies of Emergency Dispatch- Claim this Profile
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Bio
Jennifer Swisher, CMCP
I cannot begin to tell everyone what support we received from Kim as we began our journey to become Triple ACE! The task which may seem to be daunting, was made so much easier with Kim and other members of the accreditation process! Kim explained the entire process, set us up with a mentorship from another
Charlene P.
An expert in EMD protocols and ACE scoring standards, Kim has been a key contributor to our EMD call takers success and obtaining Re-Accreditation standards with the IAED. Her Leadership and expertise providing case reviews, calibration support and training in EMD continues to be a vital part of our growing success and maintaining ACE Standards each month. Kim is a valued partner whose leadership and support is highly valued and respected within the EMD community.
Tony Guido
I have had the pleasure of working with Kim over the last 5 years in various capacities. I first met Kim when she taught my Emergency Dispatcher Quality Course (EMDQ) in 2011. Kim is beyond phenomenal as an instructor. When teaching, she engages and empowers her students to become the best at their craft. I came out of her class with a new found interest in Quality as it relates to emergency dispatch and since have continued my drive to improve others. Following the course, Kim kept an open line of communication and urged her students to reach out to her with any questions. Often instructors will say this, but to Kim what she says is what she means. In the months and years following she has provided me with invaluable mentorship. To this day I cannot thank her enough for pushing me to become a leader in the field of Emergency Dispatch. Her mentorship style is unique in that she coaches her mentee's to work on self development and provides feedback in all situations. She is honest, constructive and never judgmental. She believes the success of her students is paramount. Kim is friendly, sincere and highly intuitive. Her knowledge in this field goes beyond Quality and Training. Her ability to recognize the route cause of a compliance issue is hard to duplicate. She can easily decipher culture issues within an organization and can execute plans to successfully and sustain-ably correct them. I would highly recommend Kim in this field to any center who is looking to elevate their performance. If you are lucky enough to attend one of her classes you will see why she is a well respected leader in this field. Many of my accomplishments were fostered by her inspiration. I am currently working on my instructor certification and hope to have an impact on my students in the same way I was impacted by her coaching.
Jennifer Swisher, CMCP
I cannot begin to tell everyone what support we received from Kim as we began our journey to become Triple ACE! The task which may seem to be daunting, was made so much easier with Kim and other members of the accreditation process! Kim explained the entire process, set us up with a mentorship from another
Charlene P.
An expert in EMD protocols and ACE scoring standards, Kim has been a key contributor to our EMD call takers success and obtaining Re-Accreditation standards with the IAED. Her Leadership and expertise providing case reviews, calibration support and training in EMD continues to be a vital part of our growing success and maintaining ACE Standards each month. Kim is a valued partner whose leadership and support is highly valued and respected within the EMD community.
Tony Guido
I have had the pleasure of working with Kim over the last 5 years in various capacities. I first met Kim when she taught my Emergency Dispatcher Quality Course (EMDQ) in 2011. Kim is beyond phenomenal as an instructor. When teaching, she engages and empowers her students to become the best at their craft. I came out of her class with a new found interest in Quality as it relates to emergency dispatch and since have continued my drive to improve others. Following the course, Kim kept an open line of communication and urged her students to reach out to her with any questions. Often instructors will say this, but to Kim what she says is what she means. In the months and years following she has provided me with invaluable mentorship. To this day I cannot thank her enough for pushing me to become a leader in the field of Emergency Dispatch. Her mentorship style is unique in that she coaches her mentee's to work on self development and provides feedback in all situations. She is honest, constructive and never judgmental. She believes the success of her students is paramount. Kim is friendly, sincere and highly intuitive. Her knowledge in this field goes beyond Quality and Training. Her ability to recognize the route cause of a compliance issue is hard to duplicate. She can easily decipher culture issues within an organization and can execute plans to successfully and sustain-ably correct them. I would highly recommend Kim in this field to any center who is looking to elevate their performance. If you are lucky enough to attend one of her classes you will see why she is a well respected leader in this field. Many of my accomplishments were fostered by her inspiration. I am currently working on my instructor certification and hope to have an impact on my students in the same way I was impacted by her coaching.
Jennifer Swisher, CMCP
I cannot begin to tell everyone what support we received from Kim as we began our journey to become Triple ACE! The task which may seem to be daunting, was made so much easier with Kim and other members of the accreditation process! Kim explained the entire process, set us up with a mentorship from another
Charlene P.
An expert in EMD protocols and ACE scoring standards, Kim has been a key contributor to our EMD call takers success and obtaining Re-Accreditation standards with the IAED. Her Leadership and expertise providing case reviews, calibration support and training in EMD continues to be a vital part of our growing success and maintaining ACE Standards each month. Kim is a valued partner whose leadership and support is highly valued and respected within the EMD community.
Tony Guido
I have had the pleasure of working with Kim over the last 5 years in various capacities. I first met Kim when she taught my Emergency Dispatcher Quality Course (EMDQ) in 2011. Kim is beyond phenomenal as an instructor. When teaching, she engages and empowers her students to become the best at their craft. I came out of her class with a new found interest in Quality as it relates to emergency dispatch and since have continued my drive to improve others. Following the course, Kim kept an open line of communication and urged her students to reach out to her with any questions. Often instructors will say this, but to Kim what she says is what she means. In the months and years following she has provided me with invaluable mentorship. To this day I cannot thank her enough for pushing me to become a leader in the field of Emergency Dispatch. Her mentorship style is unique in that she coaches her mentee's to work on self development and provides feedback in all situations. She is honest, constructive and never judgmental. She believes the success of her students is paramount. Kim is friendly, sincere and highly intuitive. Her knowledge in this field goes beyond Quality and Training. Her ability to recognize the route cause of a compliance issue is hard to duplicate. She can easily decipher culture issues within an organization and can execute plans to successfully and sustain-ably correct them. I would highly recommend Kim in this field to any center who is looking to elevate their performance. If you are lucky enough to attend one of her classes you will see why she is a well respected leader in this field. Many of my accomplishments were fostered by her inspiration. I am currently working on my instructor certification and hope to have an impact on my students in the same way I was impacted by her coaching.
Jennifer Swisher, CMCP
I cannot begin to tell everyone what support we received from Kim as we began our journey to become Triple ACE! The task which may seem to be daunting, was made so much easier with Kim and other members of the accreditation process! Kim explained the entire process, set us up with a mentorship from another
Charlene P.
An expert in EMD protocols and ACE scoring standards, Kim has been a key contributor to our EMD call takers success and obtaining Re-Accreditation standards with the IAED. Her Leadership and expertise providing case reviews, calibration support and training in EMD continues to be a vital part of our growing success and maintaining ACE Standards each month. Kim is a valued partner whose leadership and support is highly valued and respected within the EMD community.
Tony Guido
I have had the pleasure of working with Kim over the last 5 years in various capacities. I first met Kim when she taught my Emergency Dispatcher Quality Course (EMDQ) in 2011. Kim is beyond phenomenal as an instructor. When teaching, she engages and empowers her students to become the best at their craft. I came out of her class with a new found interest in Quality as it relates to emergency dispatch and since have continued my drive to improve others. Following the course, Kim kept an open line of communication and urged her students to reach out to her with any questions. Often instructors will say this, but to Kim what she says is what she means. In the months and years following she has provided me with invaluable mentorship. To this day I cannot thank her enough for pushing me to become a leader in the field of Emergency Dispatch. Her mentorship style is unique in that she coaches her mentee's to work on self development and provides feedback in all situations. She is honest, constructive and never judgmental. She believes the success of her students is paramount. Kim is friendly, sincere and highly intuitive. Her knowledge in this field goes beyond Quality and Training. Her ability to recognize the route cause of a compliance issue is hard to duplicate. She can easily decipher culture issues within an organization and can execute plans to successfully and sustain-ably correct them. I would highly recommend Kim in this field to any center who is looking to elevate their performance. If you are lucky enough to attend one of her classes you will see why she is a well respected leader in this field. Many of my accomplishments were fostered by her inspiration. I am currently working on my instructor certification and hope to have an impact on my students in the same way I was impacted by her coaching.
Credentials
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EMD Instructor
International Academies of Emergency Dispatch -
Master ED-Q Instructor
International Academies of Emergency Dispatch
Experience
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International Academies of Emergency Dispatch
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United States
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Research Services
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1 - 100 Employee
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Associate Director of Accreditation
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Nov 2016 - Present
Responsible for the Accredited Center of Excellence (ACE) program and oversees, guides and grows the ACE brand and its global recognition and ensures the highest standards and integrity of the program is maintained.
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Board of Accreditation Reviewer
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2009 - Nov 2016
Assessor of communication centre’s 20-point application package for the international Accredited Centre of Excellence (ACE) award; applied thorough understanding of protocol, performance standards, policy and procedure, local ordinance and medical oversight to assess and mentor agencies to reach ACE standard
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City of Toronto
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Canada
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Government Administration
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700 & Above Employee
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Commander of Communications Education and Quality Improvement
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Sep 2013 - Nov 2016
Provision of effective management and co-ordination of all aspects of the day-to-day operations of the Education and QI Unit to ensure delivery of training, development, process improvement and quality assurance within critical time frames Provision of effective management and co-ordination of all aspects of the day-to-day operations of the Education and QI Unit to ensure delivery of training, development, process improvement and quality assurance within critical time frames
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Priority Dispatch Corporation
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United States
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Public Safety
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100 - 200 Employee
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Consultant and Trainer
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2008 - Nov 2016
Serve in advancing positions: Medical Consultant, MPDS & Master ED-Q Program Instructor, former ProQA & AQUA Software Instructor. Providing: quality improvement oversight; training and mentoring to new instructors; gap analysis; strategies for system improvement; system implementations; and project management Serve in advancing positions: Medical Consultant, MPDS & Master ED-Q Program Instructor, former ProQA & AQUA Software Instructor. Providing: quality improvement oversight; training and mentoring to new instructors; gap analysis; strategies for system improvement; system implementations; and project management
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Kim Rigden & Associates
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Public Safety
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Principal Consultant
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2008 - 2013
Provide training, consulting, and quality assurance in areas of communication centre operations, emergency call taking, critical incident stress and customer service to Public Safety Dispatch Centres (Police, Fire & Ambulance). Created "Take Control of Stress" a handbook that is used by the State of Utah Emergency Service and other 911 Centres across North America. International Speaker Created multiple training seminars that have been presented in North America and the UK APCO Canada (2010); Ontario Police Communicator Conference (2010); IAED Navigator (2008- 2015); NENA Ontario (2009, 2010); NAED UK Navigator (2008) Show less
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British Columbia Ambulance Service
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Public Safety
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300 - 400 Employee
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Manager, Dispatch Quality Assurance
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2007 - 2008
Managed a provincial team of 8 Quality Improvement Coordinators in 3 regional dispatch centres; established a QI/QA reporting structure; increased the number of QI staff; improved IT support.
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Quality Improvement Co-ordinator
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2006 - 2007
Established a fully functioning and productive QI Department with the QI TeamSet up systems and procedures; identified key performance indicatorsInitiated a successful feedback process; provided face to face feedback and increased employee performance Performed random, focused and requested auditsProvided accurate statistical data for reporting on employee performanceTrained emergency medical dispatchers; created continuing educations courses; mentored new employees
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Emergency Medical Dispatcher
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1999 - 2007
Supervised a dispatch team in South Western BC in a high call volume centre.Trained and mentored new and existing employees in the areas of protocol, customer service, computer assisted dispatch functions, the art of dispatching, policy and procedure, and stress managementAssessed incoming 911 and non-emergency calls.Founding editor of "The Comm. Connection" newsletter which provided peers with educational articles related to the emergency dispatch professional and improved workplace morale Show less
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Primary Care Paramedic
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Oct 1991 - Feb 2002
Provided pre-hospital paramedic care in both rural and urban environments.Preceptor: Class Room Training for Paramedic Continuing Education
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Community
