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.

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