Telecommunicator Spotlight: Jennifer Greene Makes an Impact
After working 29 years and 11 months and retiring as a commander for the Washington, D.C., Metropolitan police department, Jennifer Greene could have called it quits and sat back with her feet up. She is, however, doing nothing of the sort. Single, 52, and living in Washington, D.C., where she originally hails from, Greene now serves as the director of Unified Communications for Public Safety in the nation’s capital.
In the role she has had for a year now, Greene must ensure that all calls coming into the 9-1-1 call center are answered professionally and in a timely manner, and that first responders provide service as quickly as possible. “Most people don’t want to call 9-1-1. They don’t want to wait a long time,” she says.
Greene is responsible for all radio communications within the District of Columbia and for ensuring that all the radio systems used by other law enforcement agencies are up and running. “I’ve learned so much about radio communications that I didn’t know before—even though I was in the metropolitan police department. I’ve learned the lingo for radio communications,” she says.
Greene oversees the 3-1-1 system that was originally established as a non-emergency number for the police department. However, since 2007, it has evolved into the customer service line for the city’s mayor. She is also in charge of all the dispatchers.
Greene has had the luxury of experiencing a diverse career. Her position entails a great deal of responsibility, and she supervises a staff of 323 people. “They are the first line to provide public safety in whatever jurisdiction. When people call, they are at their lowest point. They cannot take it for granted in getting the information right and correct, and most do a great job doing that,” says Greene.
She understands both the police and fire perspectives, as well as that of civilians. She says that what police may think about calltakers may not be correct, and sometimes calltakers feel underappreciated by the police and fire departments. “Now, I can dispel those myths,” she says.
“If I could streamline regulations for 9-1-1 services, I would do that. To get funding is too complicated and convoluted. We should try to make it more efficient to update and regulate the things 9-1-1 calltakers and agencies do,” Greene says.
Greene takes satisfaction in knowing that services are delivered in a professional manner. “People can call 3-1-1 and 9-1-1 and get what they need. If my employees are happy, I’m happy. I can’t do it all by myself. The people that make me look good do the hardest job,” she says.
One of her major challenges is dealing with the next generation of 9-1-1 that is on the horizon. Currently, there is no specific mandate to implement it. Consequently, the manner and method in which to bring it on will be a test of Greene’s varied abilities based on her knowledge and experience.
From January through June 2012, she also had the added responsibility of serving as the interim director of Homeland and Emergency Management. Greene was responsible for emergency operations during major storms, power outages, traffic congestion tie-ups and other related emergencies. In her last assignment in the department before retirement, Greene’s assignment was that of police liaison to the Office of Unified Communications for the city. Both assignments helped set her up for success in her current position.
Though she works more than 40 hours per week, she is always on call. “I feel like I work all the time,” Greene says. However, when she does have some spare time, she enjoys having lunch with college friends, reading and watching movies. She also engages in boot camp exercise.
Reflecting on her tenured career in law enforcement and contemplating where she is now, Greene appears content with her life. “I have enjoyed my former career, and I am currently enjoying emergency communications,” she says. Perhaps Greene has dispelled the myth that one can’t have it all.
About the Author
Karen L. Bune serves as an adjunct professor at George Mason University and Marymount University in Virginia, and is a consultant for the Training and Technical Assistance Center for the Office for Victims of Crime and the Office of Juvenile Justice and Delinquency Prevention, U.S. Department of Justice. She is a nationally recognized speaker and trainer on public safety issues. Bune is Board Certified in Traumatic Stress and Domestic Violence, and she is a Fellow of The Academy of Experts in Traumatic Stress and the National Center for Crisis Management.