NENA’s Center Training Officer (CTO) program is a 3-day, student-centered course, which provides attendees the skills to develop a training strategy focused on trainee success in a learnby-doing environment. This course leads to higher telecommunicator performance and retention by providing attendees with the ability to teach to their trainee’s strengths and learning modalities and to solidify a training program’s structure and integrity. Students in this course will be challenged in hands-on learning activities to enhance application of Adult Learning Concepts, Leveraging the Value of a CTO Mission Statement, Mitigate Liability, and embrace their role as a Leader and Coach with knowledge and skill by applying proven coaching models. Attendees in this course will also receive training on building a successful training program, including how to create and use Performance Categories, Daily Observation Reports and weekly summary reports. This course is designed for current and future Center Training Officers, as well as other employees who manage an agency’s Call Center Training Program.
Lesson
Center Training Officer (CTO) Program
Course Objectives
1. Understand the mission of the Center Training Officer.
2. Demonstrate an understanding of the need and utilization of agency policies and
procedures in the training program.
3. Understand liability in the center and specifically how it relates to the training and
retention of employees.
4. Demonstrate an understanding of the elements of the program process.
5. Demonstrate an understanding of the proper use of evaluation designators and their role
in proper documentation of performance.
6. Understand the needs and challenges of a probationary employee and the best methods
in ensuring a successful training process.
7. Demonstrate methods in documenting an NRT (not responding to training) employee.
8. Understand the leadership aspects of the CTO position.