Mike Thompson

(858) 848-4747 · mike@mike-thompson.net

Experienced Public Safety Leader. Emergency Services Data Analyst. Flight Instructor & Pilot.

Experience

Private Company

Email Deliverability Analyst
  • Program proprietary technology to deliver optimal matching of audience, content, and delivery channel
  • Conduct tests, provide insights, and optimize toward global and per-brand KPIs and objectives
  • Track and report on the efficacy of engagement strategies and collaborate on the distribution strategies
  • Partner with the product and engineering teams to build experiments in email design, layout, and content optimization in order to improve audience engagement
January 2022 - Current

American Medical Response - Rural/Metro Fire

9-1-1 Communications Center Manager
  • Led and encourage a team of 5 communications supervisors and 27 9-1-1 dispatchers
  • Developed policies and procedures that align with NENA, APCO, and IAED national standards
  • Created complex reports for operations using Access and MS-SQL
  • Improved competency and professional growth through dispatcher education
  • Introduced efficiencies and automation to the dispatch center
  • Designed EMD continuous quality improvement and call review processes
July 2019 - December 2021

FirstWatch

Technical Product Owner
  • Created public health & public safety focused, data driven user experiences & products
  • Developed reports using SQL functions and stored procedures to aggregate data and analyze trends
  • Published Power BI reports and dashboards for both internal reporting and for Fire/EMS agencies
  • Managed multiple projects to ensure deadlines are met and products pass quality assurance
  • Served as a technical resource within the product management and technical support departments
  • Product designer for Academy Analytics - 911 telephone triage analytics and dashboards
  • Product owner for FirstPass (clinical quality improvement), Demand Analysis & Resource Planner
  • NEMSIS Subject Matter Expert
FirstPass Specialist - Clinical Quality Improvement
  • Developed industry best practice protocols using data & research from EMS/Fire systems across the nation
  • Identified trends in prehospital emergency clinical care, documentation and system performance
  • Designed software applications to collect data, manage clinical review & track clinical outcomes
  • Participated in week long on-call rotations to handle after hour technical support & data issues
March 2016 - July 2019

American Medical Response - Rural/Metro

Emergency Medical Dispatcher (System Status Controller)
  • Dispatched ambulances to 911 medical aids and scheduled inter-facility transport requests
  • Controlled the movement of advance & basic life support ambulances within the city's 911 system
  • Monitored multiple landlines and radio channels on the City’s 800MHz radio system
  • Performed call taker duties consisting of receiving detailed information for ambulance service
Hospital - Ambulance Liaison
  • Coordinated ambulance service onsite to ensure appropriate level of rapid transport for time-sensitive patients
  • Anticipated and addressed any early indication of problems that may affect ambulance turnaround times
  • Liaised between social workers, medical staff & the dispatch center to maintain efficient utilization of ambulances
February 2014 - May 2017

Department of Campus Safety, Azusa Pacific University

Public Safety Dispatcher
  • Performed a full range of radio and telephone operational duties in a 24-hour facility
  • Monitored the University’s video surveillance and fire alarm computer systems
  • Processed, prioritized, coordinated, and dispatched public safety officers, local police, and fire/EMS to incidents on campus
February 2008 - March 2010

Thompson Aeronautics, LLC

Flight Instructor
  • Demonstrate comprehensive knowledge of aircraft flying techniques, aircraft systems, and aerodynamics
  • Develop, plan, and implement effective flight training programs and lesson plans
  • Comply with federal regulations, flight instructional technique, and examination procedures
  • Responsible for the safety of flight while operating under pressure in fast-paced and noisy environment
August 2013 - Present

Education

University of North Dakota

Bachelor of Science in Aeronautics

Magna Cum Laude

Graduated May 2013

EMSTA College

Emergency Medical Technician (NREMT)
Graduated December 2016

Certifications

National Emergency Number Association
  • Emergency Number Professional (ENP)

International Academies of Emergency Dispatch
  • Certified Advanced Emergency Medical Dispatcher (exp)

FEMA Emergency Management Institute
  • IS-5.a- An Introduction to Hazardous Materials
  • ICS-100 - Introduction to Incident Command System
  • ICS-200 - ICS for Single Resources and Initial Action Incident

Federal Aviation Administration
  • Commercial Pilot: Airplane Single Engine, Airplane Multi Engine, and Instrument Airplane
  • Certified Flight Instructor: Airplane Single Engine (CFI), Airplane Multi Engine (MEI), and Instrument Airplane (CFII)
  • Certified Ground Instructor: Advanced Rating (AGI)

Federal Communications Commission
  • Technician Class Ham Radio Operator License
  • Restricted Radiotelephone Operator Permit

Publications, Proceedings, and Presentations

Journal Publications
  • Thompson, M., & Taigman, M. (2018). Data-Informed Decision-Making. Journal of Emergency Dispatch, 22(6).
  • Thompson, M., & Taigman, M. (2019). QI Insights: Feedback Tips. Journal of Emergency Dispatch, 23(1).
  • Thompson, M., & Taigman, M. (2019). Improving the Things that Matter. Journal of Emergency Dispatch, 23(3).

Selected Poster Presentations
  • Rosenbaum, R., Miller, J., Thompson, M., & Taigman, M. (April 2019). Structured Performance Improvement to Dispatcher Assisted CPR leads to better patient care before EMS Arrival. Poster session presented at the International Academies of Emergency Dispatch Conference, National Harbor, MD.

Conference Presentations
  • Taigman, M., & Thompson, M. Making Things Better: Improvement Science in Dispatch. International Academies of Emergency Dispatch Conference, National Harbor, MD. 2019 (Presented).
  • Thompson, M., & Stout T. Deep Dive: Academy Analytics. International Academies of Emergency Dispatch Conference, National Harbor, MD. 2019 (Presented).
  • Page, C., Gardett, I., Thompson, M., & Stout T. Academy Analytics: Online ProQA Dashboards and more! International Academies of Emergency Dispatch Conference, Las Vegas, NV. 2018 (Presented).

Webinars
  • Verdugo, S., Stout, T., & Thompson, M. (March 2019). Recommendations for Surveillance of EMS Data for Opioid Overdoses [Webinar]. International Society for Disease Surveillance.
  • Gardett, I.,Thompson, M., & Taigman M. (May 2019). The Science of Quality Improvement and an Introduction to Academy Analytics [Webinar]. International Academies of Emergency Dispatch & FirstWatch.
  • Crampton, C., Kraetsch, S., Thompson, M., & Tyler J. (January 2022). Data Driven Decisions for Dispatch – the “Why” of Academy Analytics [Webinar]. International Academies of Emergency Dispatch, Priority Dispatch, & FirstWatch.

Professional Service

Joint NENA/APCO Work Group: Conveyance of Emergency Incident Data Documents
National Emergency Number Association
2019
Detecting Early Warning Symptoms of Stress in Public Safety Telecommunicators
Association of Public-Safety Communications Officials (APCO)
2019
Chemical, Biological, Radiological and Nuclear (CBRN) Committee
International Academies of Emergency Dispatch
2016 - Present
EMS Compass Measure Review Process
National EMS Quality Alliance
2019
Membership Services Committee
Paramedic Chiefs of Canada
2016 - 2018

Skills

Programming Languages & Tools
Public Safety Data
  • NEMSIS 3.4 Subject Matter Expert
  • CAD, ePCR, RMS, ProQA Data Mining
  • Public Safety Data Analytics
  • Public Safety Data Visualization
  • Microsoft SQL Server
  • Transact-SQL
  • Power BI & Tableau

Public Safety & 911 Operations

Public Safety Software

Product Development

Flight Education & Operations