Matthew St. Cyr

Emergency communications and public-safety professional with nearly two decades of experience supporting police, fire, EMS, ambulance, hospital, and air-medical operations. Extensive background in emergency call handling, resource deployment, CAD and radio communications, unit and mission tracking, multi-agency coordination, de-escalation, and real-time decision-making. More than a decade of experience coordinating ground and air-medical missions through Worcester EMS / LifeFlight, followed by regional public-safety dispatch experience supporting emergency and non-emergency response.

Known for calm judgment, precise documentation, clear radio and telephone communication, and maintaining situational awareness when multiple incidents and priorities are active simultaneously.

Territory Account Specialist / Customer Service Ambassador at Hooker Furnishings (2024-01 – 2026-01)

• Managed high-volume communications and complex service issues involving dealers, consumers, outside sales representatives, and internal departments.
• Coordinated across Traffic, Credit, Quality, Sales, Manufacturing, and Management to investigate problems, communicate status, and drive issues toward resolution.
• Used Microsoft Dynamics 365 / CE, Excel, Word, Outlook, CRM systems, and other digital tools to research records, document activity, and maintain accurate follow-up.
• Applied the same calm communication, de-escalation, prioritization, and documentation skills developed in emergency communications to a commercial operations environment.

Public Safety Dispatcher at Wachusett Regional Dispatch (2023-01 – 2023-12)

• Handled emergency and non-emergency calls for service in a regional public-safety communications environment supporting police, fire, and emergency medical response.
• Quickly gathered and verified critical information, assessed urgency, prioritized incidents, and relayed accurate information to responding field units.
• Dispatched and tracked police, fire, and EMS resources using CAD, telephone, radio, and computer-based communications systems while maintaining awareness of multiple active incidents.
• Monitored field-unit status and changing incident conditions, relayed updates, and adjusted communications priorities as events developed.
• De-escalated distressed, frightened, frustrated, and occasionally confrontational callers while maintaining control of the call and obtaining information needed for response.
• Maintained accurate, timely, and confidential incident documentation while working in a high-volume environment requiring continuous multi-tasking.

Emergency Medical Dispatcher / Flight Communications Specialist at Worcester EMS / LifeFlight (2012-01 – 2023-12)

• Coordinated emergency medical and air-medical operations involving hospitals, EMS agencies, ambulance crews, aircraft, flight teams, medical personnel, and receiving facilities.
• Received and processed time-critical transport and mission requests, assessed operational needs, identified available resources, and coordinated deployment across multiple organizations.
• Managed high volumes of simultaneous activity while monitoring resource availability, mission status, crew movements, destinations, delays, and changing operational conditions.
• Tracked aircraft and ground resources throughout active missions and maintained continuous communication with crews, facilities, partner agencies, and other stakeholders.
• Resolved complex operational issues involving delayed resources, competing mission requests, incorrect location information, destination changes, weather-related constraints, and rapidly changing priorities.
• Maintained precise mission and communications records and supported clear handoffs between dispatchers, flight teams, ground crews, hospitals, and public-safety partners.
• Coordinated communications and resource deployment during a major ice-storm response involving approximately 50 vehicles and mutual-aid resources from six communities.

EMT-Basic / Dispatcher at Medstar Ambulance (2006-01 – 2012-12)

• Dispatched emergency and non-emergency ambulance resources for patients, healthcare facilities, and partner organizations while balancing urgency, geography, crew availability, and service demands.
• Monitored vehicle and crew status, scheduled transports, communicated assignment changes, and adjusted deployment as priorities and operational capacity changed.
• Coordinated with hospitals, nursing facilities, ambulance crews, patients, families, and other stakeholders regarding transport requests, delays, and service changes.
• Resolved scheduling conflicts and service disruptions by identifying available resources, revising assignments, and maintaining accurate dispatch records.
• Previously served as an EMT-Basic, providing direct patient assessment, stabilization, communication, and transportation, bringing field-level EMS experience to dispatch operations.

High School Diploma – Fitchburg High School