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Emergency Communication (Certificate)

Durham College Certificate

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.

Current 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.

Students who began this program prior to the current academic year may contact the Continuing Education office at 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 Continuing Education OSAP Eligibility webpage.

Currently offered