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  • 9-1-1 Emergency and Call Centre Communications

9-1-1 Emergency and Call Centre Communications

Promotional image for this program.
Credential
Ontario College Diploma
Location
Oshawa
School
School of Justice & Emergency Services (JES)
Length
Four semesters
OCAS Code
EMCC
Next Intake
January 2020   +VIEW ALL INTAKES
Apply Now
  • Overview
  • Program Details
  • Admission Requirements
  • Courses
  • Costs
  • Career Options
  • Field Placement
  • Transfer
  • Apply Now

Program Overview

Callers are frantic and they are depending on you. Can you stay calm, collect the information needed and direct the appropriate responses? Communications operators in 911, Fire, EMD and Police dispatch centres face this pressure every shift. They must work at a fast pace, make decisions and use good judgement – all requirements of this profession. Training provided is also suitable for non-emergency call centres. This program is unique in that it is the only program endorsed by an internationally recognized public safety communications regulatory body, the Association of Public Safety Telecommunications Officials (APCO). Students participate in extensive simulations using up-to-date industry computer-aided dispatch software (Versadex). Focus is also put on student wellness and wellbeing as ‘helpers’.

Communication Skills
Communication Skills
Helping Others
Helping Others
Multi-tasking
Multi-tasking

Admission Requirements

  • Ontario Secondary School Diploma (OSSD) or Mature Student Status
  • Grade 12 English (C or U)

View All Requirements

Intakes and Availability

Date Domestic Availability International Availability
January 2020OpenUnavailable
September 2020OpenClosed
January 2021OpenUnavailable

Tuition

Year one domestic: $3,098 (CDN)

View Full Costs

Semester 1 Courses

  • APCO Public Safe Telecommunicator (DISP 1300)
  • Ethics (ETHC 1301)
  • College Fundamentals I (FUND 1305)
  • Lifestyle Management (HLTH 2300)
  • Canadian Law (LAW 1307)
  • Customer Service - EMCC (SERV 1302)

View All Courses

Career Options

WHAT YOU COULD BE:

  • Emergency communications dispatcher (911, Police, Fire, EMD)
  • Customer service representative
  • Transportation dispatcher
  • Emergency advisor
  • Radio operator
  • Security dispatcher
  • Switchboard operator

View all Career Options

Program Details

9-1-1 Emergency and Call Centre Communications will prepare you for a career in the dynamic fields of emergency and non-emergency call centre communications. This program exceeds the minimum standards for public safety communication programs as identified by the public safety telecommunications regulatory body, Association of Public Safety Communications Officials of Canada (APCO Canada).

THE CURRICULUM REFLECTS THE SIX REQUIRED ACADEMIC THEMES:

  • Call processing and radio communications
  • Legal and regulatory issues
  • Computers, keyboarding and technologies (computer aided design and radio systems)
  • Psychology, human behaviour and conflict
  • Interpersonal dynamics, stress and wellness
  • Police, fire and emergency medical communications including applied call taking and dispatching and curriculum that supports and encourages lifelong learning

Being able to communicate effectively, multi-task and provide excellent customer service are skills essential to emergency and non-emergency call centre communications. You will use up-to-date computer aided dispatch software to apply your skills and complete embedded professional designations in Public Safety Telecommunications (Basic, Fire and EMS). Students meeting provincial requirements will be given the opportunity to:

  • Attain certification in Basic Emergency Management.
  • Obtain a provincial security guard license.

Graduates are suited for employment in the fast-paced, customer service-oriented fields of emergency and non-emergency call centre communications.

Admission Requirements

  • Ontario Secondary School Diploma (OSSD) or Mature Student Status
  • Grade 12 English (C or U)

POST-ADMISSION REQUIREMENTS

  • Current Canadian Heart and Stroke Foundation Basic Rescuer Certificate in CPR (Level C) (within one year)
  • Current standard first aid certificate (within three years)

Courses

Semester 1

  • APCO Public Safe Telecommunicator (DISP 1300)
  • Ethics (ETHC 1301)
  • College Fundamentals I (FUND 1305)
  • Lifestyle Management (HLTH 2300)
  • Canadian Law (LAW 1307)
  • Customer Service - EMCC (SERV 1302)

Semester 2

  • Call Centre Career Strategies (CCCS 1300)
  • Interpersonal & Group Dynamics (COMM 2326)
  • Computer/Keyboarding Skills I (COMP 1396)
  • Crisis Intervention (CRIS 1342)
  • Fire Service Communications (FIRE 2300)
  • College Fundamentals II (FUND 2305)
  • General Education Elective (GNED 0000)

Semester 3

  • Anatomy & Physiology-EMCC (ANTY 1340)
  • Computer/Keyboarding Skills II (COMP 2396)
  • 911 & Police Communications (DISP 2354)
  • Field Placement I (FWK 3352)
  • General Education Elective (GNED 0000)
  • Security Guard (SECG 1300)

Semester 4

  • Diversity & Intrapersonal Communications (DIVS 1301)
  • Field Placement II (FWK 4352)
  • General Education Elective (GNED 0000)
  • Emergency Medical Dispatch (MEDL 2301)
  • Emergency Management (MGMT 2359)

Courses and course descriptions are subject to change.

Costs

YEAR ONE FEES Domestic
Tuition $3,098
Compulsory Ancillary

$1,337

Program Incidental $50
Total Fees: $4,485

Please note: fees are based on the 2019-2020 academic year and do not include textbooks. For more information please see Other fees to consider.

Career Options

WHAT YOU COULD BE:

  • Emergency communications dispatcher (911, Police, Fire, EMD)
  • Customer service representative
  • Transportation dispatcher
  • Emergency advisor
  • Radio operator
  • Security dispatcher
  • Switchboard operator

WHERE YOU COULD WORK:

  • Emergency Services – (911, Police, Fire, EMD)
  • Alarm monitoring companies
  • Support services – client services/roadside assistance
  • Transportation/trucking industry

Field Placement

Your learning experience will be complemented by a minimum of 140 hours of field placement. The intention of experiential learning is to support the application and consolidation of theory and skills.

Project Lord Ridgeback

Project Lord Ridgeback (PLRB) is multi-disciplinary experiential learning exercise that simulates a local disaster. Interacting with actors who play victims, casualties, emotionally distressed persons and the elderly in a staged, choreographed event, students from a wide range of programs learn by acting and responding as they would in real emergencies. Subject matter experts design injects into disaster-related scenarios which simulate authentic workplace demands.

The day following the mock disaster, students participate in follow up exercises to apply learning in mock court testimony, critical incident stress debrief, crime-scene lab work, and form completion specific to their program areas.

Student participants are from a wide range of DC programs including: Practical Nursing, Primary Care Paramedic, Police Foundations, Protection Security & Investigation, Paralegal, 911 Call Centre Communications, Advanced Law Enforcement and Investigations, Journalism Mass Media Program, Social Service Worker, Activation Co-ordination – Gerontology, Court Support Services.

Program Transfer, Degree Completion and Additional Credentials

Qualified graduates can go on to take Durham College's:

  • Advanced Law Enforcement and Investigations
  • Mediation - Alternative Dispute Resolution
  • Victimology
Graduates may also be eligible to apply their academic credits toward further study through Durham College’s partnerships with many Canadian and international colleges and universities.
  • Bachelor of Commerce (Honours) bridge – Ontario Tech University (Ontario Tech)
  • Bachelor of Arts (Honours) Education Studies and Digital Technology – Ontario Tech
  • Bachelor of Business Administration (General Business) – Davenport University

9-1-1 Emergency and Call Centre Communications in the news

DC students test their skills and collaborate in emergency situation
DC students win Gingerbread Competition in support of the campus Holiday Food Drive
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