Building Foundations for Success: The Essential Goals of Our Training Program

Written by: Justin J Prescott,
AEP Director of Online Education

The primary goal of our training program is to instill mastery of the fundamental skills necessary for success in our field. This involves understanding the purpose behind each action and acknowledging that proficiency takes time. For instance, we recognize that it may take up to five years to become a professional in this role. However, during the training period, our focus is not on creating master dispatchers or call takers, but rather on equipping trainees with essential skills.

These skills include managing physical stress reactions, critical thinking, problem-solving, active listening, overcoming job-specific challenges, and fostering independence while encouraging teamwork. Building confidence is intertwined with these skills, ensuring trainees feel capable and self-assured in their roles.The objective is to ensure that trainees are proficient in these core concepts before they graduate from the program. This foundational knowledge is crucial for their long-term development and success in the role.

Our approach to training is individualized, avoiding comparisons between new hires and more experienced colleagues. Instead, we concentrate on each trainee’s understanding and application of these fundamental skills. The role of our trainers (CTOs) is to guide, mentor, and support trainees in mastering these basics.

The ultimate aim is for trainees to apply these core fundamentals in their daily work independently and as part of a team. As they gain experience and reach milestones like the five-year mark, they evolve into elite problem solvers, critical thinkers, and professional listeners. This expertise enables them to eventually assume roles in training and guiding others.

As trainers, one of our key goals is to foster future leaders and trainers. To achieve this, we must instill not only the core fundamentals but also the confidence and additional skills necessary for leadership. In summary, our training program is designed to lay a strong foundation upon which trainees can build a successful career, ultimately contributing to the growth and development of others in our field.