When a lateral dispatcher joins your team, it can feel like a shortcut to filling vacancies—but skipping or rushing their training can create more problems than it solves. While these professionals bring valuable experience, every agency runs a little differently. Without a structured, adaptive onboarding process, even seasoned hires can struggle to align with your operations, culture, or expectations.
This article explores how Communications Training Officers (CTOs) can customize training for lateral hires and experienced dispatchers. We’ll discuss how to honor what they already know while verifying key competencies, reinforcing agency-specific protocols, and instilling your center’s culture of excellence. Whether you’re managing a consolidated communications center or a fire-only dispatch operation, these strategies ensure lateral hires start strong and stay aligned.
The Value—and Challenge—of Lateral Hires
Hiring experienced dispatchers from other agencies can save time and bring in seasoned professionals. However, assumptions about their readiness can lead to gaps in training, inconsistent performance, or even safety risks.
Challenges with lateral onboarding include:
- Differences in CAD or radio systems
- Varying protocol standards (IAED, APCO, homegrown)
- Misalignment on expectations or chain of command
- Culture shock or morale issues
Instead of skipping foundational training, CTOs should approach lateral hires with a mindset of “assess, adapt, and align.”
Building a Custom Training Track
Conduct a Skill Gap Assessment
Begin with a structured assessment during week one. This should include:
- Mock calls across call types (medical, fire, alarm, mutual aid)
- System navigation exercises (CAD, maps, radios)
- Observation of SOP adherence in simulated environments
- Develop a Customized Training Plan
Use the assessment data to build a condensed but targeted training plan. Include:
- Shortened timelines with non-negotiable benchmarks
- Cross-training on agency-specific tools and terminology
- Focus on unique protocols (i.e., multi-agency coordination, fireground channels)
💡 Related Reading: Avoiding Trainer Fatigue: Supporting CTOs in Long-Term Roles
Balancing Efficiency and Standards
Lateral hires are often expected to “hit the ground running.” But core standards must remain uncompromised.
Non-Negotiables:
- Local CAD proficiency
- Agency radio etiquette and dispatch hierarchy
- Emergency medical dispatch certification (where applicable)
- Crisis communication style in line with agency culture
A checklist of these essential benchmarks ensures a consistent experience regardless of past credentials.
Reinforcing Agency Culture
Culture isn’t taught in a manual. It’s observed, modeled, and reinforced.
Key Culture Touchpoints:
- Language used on the air
- De-escalation philosophy
- Relationships with field crews and leadership
- Expectations for professional conduct and team dynamics
Encourage new hires to ask questions about “how things are done here,” and create space for them to reflect on their transition.
CTO Insights: Real-World Training Adjustments
In one Texas fire dispatch center, a lateral hire from a law enforcement agency struggled with call triaging due to different prioritization logic. The CTO adjusted the training timeline to include more side-by-side evaluations and fire-specific simulation drills. Within two weeks, the dispatcher showed marked improvement—and went on to become a trusted shift lead.
This underscores the value of being flexible, while still holding lateral hires to the same high standards expected of new trainees.
💡 Related Reading: From Peer to Supervisor: Making the Transition Smooth and Successful
Conclusion
Welcoming lateral hires with a tailored but rigorous training program is the key to maximizing their experience without compromising your center’s standards. CTOs and leaders should view lateral training as a professional development opportunity—not a shortcut.
By building intentional assessments, reinforcing cultural alignment, and staying flexible without lowering the bar, you can transform lateral onboarding into a true asset.
