Emergency Communication (Certificate)

Credential:: Durham College Certificate
Code:: EMCO

Durham College Certificate

Program Description

Emergency service responders depend on emergency telecommunicators to get detailed information quickly and accurately.

This program provides a blend of theoretical knowledge and practical reality-based scenario training to prepare you to perform competently under often stressful conditions.

This program has been designed in consultation with - and supported by - police, fire and emergency medical services (ambulance services). Courses are taught by facilitators who work in the field, ensuring what you learn is current and relevant.

Please note that some courses are only offered in-class and may not be available every year.

Certificate Requirements

Ontario Secondary School Diploma (OSSD) OR
Grade 12 equivalency certificate achieved through College academic upgrading OR
Mature Student Status (19 years of age or older)
You must maintain an overall average of 60% or a GPA of 2.0 in order to graduate
A minimum of 25% of courses must be completed through Durham College.

Program Of Study

Students are required to print or save a copy of the Program of Study when beginning the program. This document contains critical details about program progression and graduation requirements specific to the academic year in which your program was started.

Click to access the Program of Study for the current academic year.

Students who began this program prior to the current academic year may contact the Centre for Professional and Part-Time Learning office at ppl@durhamcollege.ca or 905-721-3052 to obtain your Program of Study and graduation requirements.

Program Outcomes

Upon successful completion of this program, students will be equipped to:

Explain and illustrate questioning sequences using customer service skills, to elicit information for call prioritization in order to dispatch and route calls of emergency and non-emergency scenarios
Identify and explain the roles and responsibilities of emergency and non-emergency communicators
Process requests for service from a wide range of customers with distinct needs and expectations using ethical reasoning, customer service skills and diversity awareness
Identify, choose and practice crisis intervention and conflict resolution techniques involving co-workers or customers in crisis and/or conflict
Interview, record and relay information accurately and timely using emergency and non-emergency call processing technologies
Retrieve, evaluate and report information in accordance with organizational and legal requirements as they pertain to emergency and non-emergency telecommunications
Employ critical thinking skills to solve problems and make decisions affecting resource allocation and delivery, for emergency and non-emergency scenarios
Create an emergency response plan illustrating the core components of emergency management planning
Describe anatomy, physiology and pathologies of the human body system in order to categorize, prioritize and route medical calls

Career Options

Potential career and industry options may include:

Emergency Communications Officer
Police, fire and ambulance communications centres
911 call routing centres
Alarm, security, and monitoring companies
Inbound call centres, both emergency and non-emergency

Program Related Questions? Call 905.721.3052

If you are interested in applying for financial aid, please visit the Centre for Professional and Part-Time Learning OSAP Eligibility webpage.

Currently offered

Course	Title	Location
DISP 1380	APCO Public Safety Telecommunicator 1	Online
DISP 1380	APCO Public Safety Telecommunicator 1	Monthly Intake Online
COMP 1083	Computer/Keyboarding Skills I	Online
COMM 2382	Crisis Intervention - Emergency Communications	Online
SERV 1383	Customer Service & Ethics	Online
MGMT 2389	Emergency Management	Monthly Intake Online
MGMT 2389	Emergency Management	Online
HLTH 1387	Stress, Wellness & Nutrition	Online
HLTH 1387	Stress, Wellness & Nutrition	Monthly Intake Online