9-1-1 Emergency and Call Centre Communications

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

Helping Others

Multi-tasking

Admission Requirements

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

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Intakes and Availability

Date	Domestic Availability	International Availability
September 2020	Open	Closed
January 2021	Open	Unavailable

Tuition

Year one domestic: $3,098 (CDN)

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Semester 1 Courses

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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

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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

Semester 2

Semester 3

Semester 4

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:

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.

9-1-1 Emergency and Call Centre Communications

Program Overview

Admission Requirements

Intakes and Availability

Tuition

Semester 1 Courses

Career Options

WHAT YOU COULD BE:

Program Details

THE CURRICULUM REFLECTS THE SIX REQUIRED ACADEMIC THEMES:

Admission Requirements

POST-ADMISSION REQUIREMENTS

Courses

Semester 1

Semester 2

Semester 3

Semester 4

Costs

Career Options

WHAT YOU COULD BE:

WHERE YOU COULD WORK:

Field Placement

Project Lord Ridgeback

Program Transfer, Degree Completion and Additional Credentials

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

Helpful Resources

College guide September 2020 [PDF]

College guide September 2020 [Interactive]

Graduate Employment Report [PDF]

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