911 Emergency and Call Centre Communications

Program Overview

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.

Communication Skills

Helping Others

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
September 2018	Waitlisted	Unavailable
January 2019	Open	Unavailable

Tuition

Year one domestic: $3,342 (CDN)
Year one international: $13,505 (CDN)

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Semester 1 Courses

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Career Options

WHAT YOU COULD BE:

Emergency communications dispatcher
Customer service representative
Transportation dispatcher
Emergency advisor
Radio operator
Security dispatcher
Switchboard operator

View all Career Options

Program Details

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.

Admission Requirements

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

Courses

Semester 1

Semester 2

Semester 3

Semester 4

Courses and course descriptions are subject to change.

Costs

YEAR ONE FEES	Domestic	International
Tuition	$3,342	$13,505
Compulsory Ancillary	$1,204	$1,629
Program Incidental	$50	$50
Total Fees:	$4,596	$15,184

Please note: fees are based on the 2017-2018 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
Customer service representative
Transportation dispatcher
Emergency advisor
Radio operator
Security dispatcher
Switchboard operator

WHERE YOU COULD WORK:

Emergency Services – fire, police, EMS
Alarm monitoring companies
Support services – client services/roadside assistance
Transportation/trucking industry

Experiential Learning

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:

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.

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Need assistance with this form?

T: 905.721.3000

Program related questions?
Contact Recruitment.

Application related questions?
Contact Admissions.

International student?

Contact International Admissions or call 905.721.2000 ext. 2355.

911 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

Courses

Semester 1

Semester 2

Semester 3

Semester 4

Costs

Career Options

WHAT YOU COULD BE:

WHERE YOU COULD WORK:

Experiential Learning

Program Transfer, Degree Completion And Additional Credentials

Book a campus tour

HELPFUL DOWNLOADS

College guide September 2018 [PDF]

College guide September 2018 [Interactive]

Graduate Employment Report [PDF]

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