Her Story
About Jennifer
Jennifer Johnson, CMCP, ENP, is an accomplished emergency communications professional with 24 years of experience in 9-1-1 operations and public safety communications. She currently serves as the first-ever 9-1-1 Communications Manager for the City of Forest Park Police Department, where she directs the daily operations of the 9-1-1 Center. Initially aspiring to become a police officer, Jennifer entered emergency communications to gain experience but soon discovered her passion for the profession. Throughout her career, she has advanced through numerous roles, including dispatcher, senior dispatcher, trainer, supervisor, operations manager, and communications manager, developing extensive expertise in emergency response coordination, team leadership, and communications center administration.
Before joining the City of Forest Park in 2023, Jennifer spent more than 16 years with the Riverdale Police Department, overseeing daily 9-1-1 Center operations, scheduling, training, payroll, and computer-aided dispatch systems. She subsequently served with the Clayton County Police Department as a senior dispatcher, 9-1-1 supervisor, and 9-1-1 Operations Manager. In her current role, she manages staffing schedules, identifies professional development and training opportunities, and continually refines policies and procedures to keep pace with evolving industry standards and technology. Jennifer earned a Bachelor of Science in Criminal Justice from Georgia State University. Her professional credentials include the Certified Manager of Communications Centers Professional (CMCP) designation, the Emergency Number Professional (ENP) certification through the National Emergency Number Association (NENA), Certified Training Officer status, and state-issued management and supervisory certifications. She is also an active member of NENA and the Association of Public-Safety Communications Officials (APCO).
Throughout her career, Jennifer has demonstrated a strong commitment to public service, effective leadership, and the continuous improvement of emergency communications. Among her most memorable professional experiences are guiding callers through the delivery of two babies over the phone when ambulances were delayed, highlighting the critical role dispatchers play in life-threatening situations. She is equally passionate about supporting the well-being and professional growth of emergency communications personnel, advocating for mentorship, peer support, and opportunities for women in the industry through her involvement with NENA's Women in 9-1-1 Alliance. Through her experience, dedication, and commitment to her team, Jennifer continues to strengthen emergency communications operations and make a meaningful difference in public safety.
Her Interview
Ten minutes with Jennifer
01What do you attribute your success to?
I attribute my success to my educational background, professional experience, and commitment to continuous learning and development. Earning my Bachelor of Science in Criminal Justice from Georgia State University, along with obtaining various certifications in 9-1-1 operations and management, has provided me with a strong foundation for my career. As a Certified Training Officer, I strongly believe in the importance of ongoing education and professional development. I encourage my team to complete at least 50 hours of training annually, well above the required 10 hours, because I believe that staying informed, strengthening our skills, and continuously improving are essential to providing the highest level of service. My active involvement in professional organizations such as APCO and NENA has also allowed me to expand my knowledge, connect with industry professionals, and remain engaged with the advancement of emergency communications.
02What advice would you give to young women entering your industry?
I would encourage young women entering the emergency communications industry to first make sure it is truly what they want to pursue. This is more than just a job; it is a career and, ultimately, a calling that requires dedication, resilience, and a genuine desire to help others. I would also strongly recommend spending time observing and listening to actual 9-1-1 calls before beginning the job so they can better understand the realities and responsibilities of the profession. We always need dedicated people in this field, but it is important to know what you are getting into and be prepared for the challenges and rewards that come with serving others.
03What are the biggest challenges or opportunities in your field right now?
Outside of my professional responsibilities, I intentionally pursue hobbies that allow me to disconnect from the emergency communications world. I enjoy watching the Hallmark Channel and reading fantasy and science fiction books because they provide an opportunity to escape into different worlds and take a mental break from the realities of the 9-1-1 profession. I believe it is important to maintain a healthy separation between work and personal life and to make time for activities that help me recharge and find balance.
04What values are most important to you in your work and personal life?
The values most important to me in my work and personal life are dedication, compassion, integrity, and a commitment to helping others. Working in emergency communications has taught me the importance of remaining calm, dependable, and focused, especially when people are facing some of the most difficult moments of their lives. Being able to guide callers through the delivery of two babies over the phone, including one situation in which an ambulance was delayed by a train, has been especially meaningful and reinforced the importance of the work we do. I also value continuous learning and professional growth, which is reflected in earning my Emergency Number Professional (ENP) certification through NENA, a distinction held by approximately 2,000 professionals worldwide. Ultimately, I strive to make a positive difference, serve others with compassion, and continue growing both professionally and personally.
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