Any PSAP can have a CTO on the floor teaching the new hire how to do the job.  This class will show how the CTOs can and should work together as one team.  Class includes discussions as well as practical on how to make sure that while each trainer has their own style, they all are teaching the same valuable skills.  Practicals will include a classroom discussion on calibrating the CTO program. Prepare for a high energy, full class participation day where all involved will agree, this is a team sport!

Course Objectives

1. Understand the importance of effective communications

Learn how to build a strong, honest relationship with trainees from day one, setting the tone for their entire learning experience. We’ll explore creating an emotional banking system to nurture trust, communication, and understanding between trainers and trainees. This system will grow throughout the training period and beyond, fostering empathy, connection, and a supportive culture in the centers where trust and collaboration thrive.

2. Design a comprehensive training curriculum

We help your team create or expand a training program that integrates tools and resources to strengthen the preliminary training phase. This ensures trainees gain the foundational skills needed for success. In the session, we'll cover the best timing and benefits of adding ride-alongs to the program, preparing trainees for hands-on experience. We’ll also discuss creating knowledge checks—assessments that reinforce learning and measure progress—integrating them into both the initial and on-the-job training phases. By the end, your team will know how to structure and implement these elements for a more effective and cohesive training program.

3. Master instructional techniques

The key decision in training success is pairing each trainee with a CTO who helps eliminate obstacles while building on their strengths. In this session, we’ll explore what the pairing process should look like and when it’s appropriate to swap CTOs to ensure the best development. Additionally, we’ll have a group discussion on the pros and cons of working different shifts during training and the impact of having multiple trainers involved. This will provide valuable insights on how to create the most supportive and effective training experience for your team.

4. Evaluate and improve training program effectiveness

Empower CTOs to bring their unique teaching styles into the training process while maintaining consistency in core methods and DOR feedback. This approach creates an engaging environment where each CTO can leverage their strengths to enhance the learning experience. In this session, we'll teach CTOs how to balance personal style with consistency, emphasizing the use of objective, fact-based feedback in DORs to ensure fairness and trust. Our goal is to equip CTOs with the tools to provide impactful, consistent, and equitable training.

5. Quality Assurance for CTO Program

Discussion on how to effectively influence your SEGs and the benefits this brings to the training program. The class will review mock SEGs, followed by case studies where CTOs will complete their PSAP’s DORs. A discussion will follow, focusing on the reasoning behind the scores and their alignment with the predetermined SEGs. Training Coordinators and/or OEM are encouraged to observe this segment, as it will demonstrate how consistent practices can positively impact the center’s culture.

This high-energy, interactive course is designed to unify Communications Training Officers (CTOs) as a cohesive team, ensuring consistency in training while allowing individual teaching styles to shine. Through engaging discussions and practical exercises, participants will explore strategies for effective communication, curriculum design, instructional techniques, and quality assurance. The course emphasizes building trust with trainees, structuring training programs for success, and maintaining calibration across all CTOs to foster a collaborative learning environment. By the end of the session, attendees will gain actionable insights to enhance their CTO programs, ensuring every new hire receives consistent, high-quality training. (8 Hours)