A Communications Training Officer (CTO) isn’t just a skilled dispatcher—they’re the foundation of an agency’s future. Every call taken by a new dispatcher is shaped by the values, standards, and techniques passed down by their trainer. In high-stakes, high-stress environments like emergency dispatch centers, the role of a CTO goes beyond checklists and evaluations. It’s about leadership, emotional intelligence, and mentorship.
So what separates a good CTO from a truly great one? It’s not just years of experience. It’s a commitment to consistency, patience, communication, and the ability to support learners at all levels. This article outlines the key traits that define outstanding CTOs and offers practical strategies to strengthen training culture across any agency.
What Is a CTO in Dispatch?
A Communications Training Officer is responsible for onboarding and mentoring new dispatchers through structured on-the-job training programs. They often:
- Use Daily Observation Reports (DORs) to track trainee progress
- Deliver feedback in real time and during formal evaluations
- Reinforce SOPs, protocols, and CAD system usage
- Model appropriate tone, radio etiquette, and call control
- Guide trainees through both routine and high-pressure calls
Essential Traits of a Great CTO
1. Patience Under Pressure
A calm demeanor in chaos isn’t optional—it’s essential. Great CTOs:
- Avoid showing frustration, even when mistakes are repeated
- Recognize that trainees learn at different speeds
- Keep tone and feedback respectful, not condescending
🧠 Real-World Tip: At a major metro PSAP, CTOs are trained to pause for 10 seconds before responding to trainee errors to avoid reactive feedback.
2. Exceptional Communication Skills
Top CTOs can explain complex concepts clearly and adapt their teaching based on the trainee’s learning style. This includes:
- Rephrasing instructions without sounding repetitive
- Providing examples relevant to real calls
- Actively listening to trainee questions and concerns
3. Consistency and Fairness
CTOs must apply the same expectations and scoring criteria regardless of who’s in the hot seat.
- Use clear rubrics and objective metrics
- Avoid letting personal bias influence evaluations
- Maintain professional boundaries with trainees
4. Leadership Without Ego
Great trainers don’t need to “prove” their authority. Instead, they:
- Admit when they don’t know something—and look it up
- Encourage questions, even if they challenge the status quo
- Demonstrate humility and emotional intelligence
5. Commitment to Growth (Theirs and Theirs Trainees’)
An effective CTO is also a lifelong learner.
- Regularly review protocol updates and software changes
- Attend instructor development training or conferences
- Seek feedback from peers and supervisors to improve their own training style
Red Flags to Watch For
CTOs shape your next generation of dispatchers—for better or worse. These behaviors are signs your training program needs intervention:
🚩 Consistently low trainee pass rates
🚩 Using sarcasm or public criticism
🚩 Rigid adherence to outdated techniques
🚩 Resistance to feedback or policy updates
🚩 “Just shadow me and learn” approach
🔗 Related Reading: Avoiding Trainer Fatigue: Supporting CTOs in Long-Term Roles
🔗 From Peer to Supervisor: Making the Transition Smooth and Successful
Conclusion
Being a CTO is one of the most impactful roles in a dispatch center. It’s not just about teaching tasks—it’s about shaping professionals who will serve communities in critical moments. By cultivating empathy, fairness, patience, and communication, CTOs set the tone for everything that follows in an agency.
If you’re a current or aspiring CTO, keep learning. Seek feedback. Adapt. Because the better you become, the stronger your team will be.
