Prerequisites: CTO experience or certification is recommended
The CTO track of the Illuminations Program provides
at-your-desk continuing education for agency CTOs, trainers and other interested individuals. The program is offered as an annual subscription-based service and includes 4 online courses per year – taught quarterly by APCO Institute adjunct instructors. Courses delve into topics of specific interest to CTOs and others with training responsibilities. They can be accessed from any computer with Internet access. Topic selections change each year.
Each 3-month-long course allows participants to earn three
(3) CDE hours, for a total of 12 CDEs per subscription year.
2025 Topics Include:
| October – December: |
Mastering CTO Duties The Communications Training Officer will analyze section 7.2.3 of the APCO CTO standard – “providing individualized instruction to the trainee.” Diverse teaching methods and instructional techniques to meet the specific trainee needs are emphasized in this course. Participants will create training plans based on agency goals, objectives, and benchmarks for individual learning style preferences. Participants will also evaluate and document trainee performance and recommend supplemental education/training to enhance training effectiveness. |
2026 Topics Include:
| January: | Scenario-Based Decision-Making: Teaching Critical Thinking on the Console This course helps equip CTOs to teach decision-making, not just policy. Through progressive exposure, “what if” discussions, and post-call debriefs, CTOs help trainees think critically during complex calls. It promotes real-world judgment and prepares trainees to apply knowledge under pressure. |
| February: | Patience Under Pressure CTOs face a unique combination of technical complexity and emotional intensity preparing telecommunicator trainees for life-or-death situations while managing their own stress. This session provides a comprehensive approach to maintaining patience under the pressure of teaching. CTOs will recognize signs of impatience or frustration in themselves and their impact on trainees, apply stress management techniques to maintain composure during high-pressure situations, and learn effective and supportive guidance techniques for trainees. |
| March: | Maximizing the Task List, Making Trainee Goals Manageable and Meaningful This course shows Communications Training Officers (CTOs) how to use the agency task list to structure learning, track progress, and motivate trainees. Participants will learn strategies to break down large goals into manageable steps, pace development effectively, and celebrate milestones that boost morale and confidence. |
| April: | Promoting Mental and Physical Well-being: Equipping Trainers to Recognize Health Issues Among Trainees For public safety trainers, recognizing psychological and physical health concerns among trainees is integral to fostering a constructive learning environment and equipping individuals for the rigorous demands of their roles. services. This session will equip participants with the necessary skills to observe and assess indicators of distress, understand symptoms of anxiety, implement effective coping strategies, and recognize resources to support their trainees effectively. |
| May: | Scenario-Based Decision-Making: Teaching Critical Thinking on the Console This course equips Communications Training Officers (CTOs) to move beyond teaching policy by fostering real-world decision-making skills. Through progressive exposure, “what if” discussions, and structured post-call debriefs, CTOs learn how to guide trainees in thinking critically during complex calls. Participants will explore how to frame scenarios, facilitate reflective learning, and reinforce sound judgment under pressure. The result is more confident, adaptable call takers who can apply knowledge effectively when it matters most |
| June: | Ethical and Professional Behavior This session underscores the importance of ethical conduct, focusing on core principles including integrity, fairness, and adherence to established standards. Key topics addressed include impartiality, accountability, and the critical need to safeguard confidentiality and privacy. Students will examine ethical frameworks for decision-making, the demonstration and cultivation of professional conduct, as well as effective methodologies for managing instances of unacceptable trainee behavior. |
| July: | Peer-to-Peer Leadership, CTOs as Culture Carriers CTOs often shape center culture more than formal supervisors. This course reviews leadership without rank, helping CTOs lead by example, manage peer dynamics, and reduce toxicity. It emphasizes the positive influence, teamwork, and support for fellow CTOs during times of stress and burnout. |
| August: | Constructive and Effective Resolution of Workplace Matters This session provides methodologies for communicating concerns or issues within the workplace or training environment to management in a professional manner. Participants will gain an understanding of the importance of presenting objective observations, utilizing clear communication strategies, proposing actionable solutions, and acknowledging management’s perspective. |
| September: | Navigating Difficult Trainees: Strategies for Accountability Without Burnout This course equips CTOs with practical strategies for managing resistant or underperforming trainees. Participants will learn how to set clear expectations, use documentation as a coaching tool, and support trainee improvement, or guide separation when necessary. The focus is on maintaining accountability while protecting the trainer’s own resilience and preventing burnout. |
| October: | Teaching in the Digital Age Workforce Younger generations are frequently distinguished by their digital backgrounds, technological proficiency, and inclination towards interactive and adaptable learning methods. These individuals are generally accustomed to communicating via text messages, instant messaging, video conferencing, and social media platforms. Consequently, they may encounter difficulties with face-to-face interactions, telephone and radio communication, as well as adapting to problem-solving and conflict resolution. In this session, the student explores effective strategies for engaging younger trainees in skill development through interactive exercises, role-play scenarios, and the integration of technology to address these challenges. |
| November: | Embracing Feedback as a Two-Way Street, Building a Reflective Training Partnership Feedback is most effective when it flows both ways. This course helps CTOs create open, respectful dialogue with trainees by modeling humility, asking for input, and actively listening. Participants will learn how they can strengthen trust, adapt their coaching style, and work to build a collaborative training relationship that supports growth for both trainer and trainee. |
| December: | Consistency in Coaching: Aligning Written and Verbal Feedback This course is designed for the CTO who plays a critical role in shaping employee performance, development, and confidence. One of the most common challenges in coaching and evaluation is ensuring that written feedback matches what was communicated verbally. Inconsistent messages can create confusion, reduce trust, and limit an employee’s growth. Participants will learn how they can provide clear, consistent, and constructive feedback that reinforces expectations. CTOS will align real-time coaching conversations with formal written documentation to ensure that employees receive a unified message that is actionable and supportive. |
COST: Annual Subscription (per student): Payable in U.S. Funds
(No refunds, transfers, or substitutions allowed for this program)
| Options | Price |
|---|---|
| Non-Member | $145 |
| APCO Member | $125 |
| Group of 26-50 registrants | $115 per person |
| Group of 51 and up registrants | $105 per person |
APCO Institute is committed to bringing you affordable, quality training and education. Please take the opportunity to try out this new learning medium and invite a co-worker or two to join you!
