A communications training officer teaches individuals the ethical and technical skills of a dispatching role to maintain a positive and professional attitude. She designs training programs, evaluates performance and skills, coordinates with external agencies and develops public information newsletters. To secure this job, you need to earn a bachelor’s degree in public administration, communications or a related field. Although most CTOs work in emergency and dispatch centers, others work in customer care agencies.
Communications training officers evaluate the training needs of staff members to design programs that can meet different learning styles. For example, if the staff is comprised of workers with special needs, a CTO must develop a program that supports the use of assistive technologies, such as speech recognition software, videos, keyboard alternatives and communications aids. A good communications training plan outlines materials, strategies and materials used in training, has an accurate set of objectives and focuses on using proper mediums to convey information conveniently.
As a communications training officer, it’s your job to oversee the day-to-day instructing of personnel. When the facility hires new employees, you can assess their skills to determine the level of training they need and administer lectures using presentations or handouts as appropriate. A smart CTO also monitors the changing communication trends and uses appropriate instructional techniques to update workers’ technical skills. This might involve teaching about issues such as email etiquette dos and don’ts, telephone skills, enhancing clarity and how to stay motivated in challenging situations.
Because organizations need to maintain high standards of efficiency in handling emergency dispatch services, a communications training officer must conduct regular performance evaluations. For example, six months after new hires have been trained and allocated duties, the CTO might assess their progress to confirm they are meeting professional standards and institutional expectations. Underperforming workers may be sacked, put on probation or retrained. Sometimes, a CTO may invite an external performance evaluation firm to enhance the transparency and the credibility of the process.
Coordinating with Agencies
A communications officer might liaise with various agencies to ensure efficient management of emergencies. If a natural disaster strikes in a specific county, for instance, a CTO working in the county’s emergency communication centers may coordinate with health care facilities and other humanitarian organizations and government departments so that rescue operations are conducted under a common, coherent plan. A CTO working in a college or university also might partner with emergency centers, so that students pursuing communications courses can get a hands-on experience on handling dispatch operations.
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