Callers are frantic and they’re depending on you. Could you stay calm, collect the information needed and direct the appropriate responses? Communications operators in 911, fire, ambulance and police dispatch centres face this pressure every shift. They thrive on working at a fast pace, making decisions and using good judgement, all requirements of this profession. Training is also offered for non-emergency call centres that also leads to fulfilling careers.
911 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 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 award-winning call simulation hardware (EMCC 911 Call Simulator) and software to apply your skills and complete imbedded professional designations in Public Safety Telecommunications (Basic, Fire and EMS). If you meet the provincial requirements, you 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.
Courses and course descriptions are subject to change.
YEAR ONE FEES
Please note: fees are based on the 2017-2018 academic year and do not include textbooks. For more information please
Other fees to consider.
WHAT YOU COULD BE:
Emergency communications dispatcher
Customer service representative
WHERE YOU COULD WORK:
Emergency Services – fire, police, EMS
Alarm monitoring companies
Support services – client services/roadside assistance
Your learning experience will be complemented by a minimum of 120 hours of experiential learning. The intention of experiential learning is to support the application and consolidation of theory and skills.
Experiential learning can be completed at any time during the program, but there is a block (weeks 13 through 15 of the fourth semester) reserved to fulfil this requirement.
Program Transfer, Degree Completion And Additional Credentials
Qualified graduates can go on to take Durham College's: