Callers are frantic and they are depending on you. Can you stay calm, collect the information needed and direct the appropriate responses? Telecommunicators in 911, Fire, Emergency Medical and Police communication centres face this pressure every shift. They must work at a fast pace, make decisions and use good judgment – 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. Focus is also put on student wellness and well-being as “helpers” by providing training in self-care, resilience, mindfulness and mental health.
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To help students succeed in programs with remote learning requirements, Durham College’s IT Services department has identified minimum technology recommendations. While these are not program requirements, these suggestions will help ensure students have the right tools to support a quality remote learning experience.
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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).
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.
Graduates are suited for employment in the fast-paced, customer service-oriented fields of emergency and non-emergency call centre communications.
The courses listed below are for incoming students. If you are a current student, please refer to your program of study for the year you began your program. Your program of study can be found on MyDC.
Courses and course descriptions are subject to change. Please note that as a result of COVID-19 the 2022-23 program of study may be modified to accommodate program delivery changes.
Qualified graduates can go on to take Durham College's:
To help students have the best remote learning experience possible, Durham College’s IT Services department has identified technology recommendations for each program based on course needs and software requirements. While not required, students may want to consider these suggestions if they are purchasing a computer or laptop for the upcoming academic year.
Storage: 256GB SSD
Operating System: Microsoft Windows 10 Professional or Education x64 SP1
Internet Browser: Internet Explorer 11 or Google Chrome (newest version) or Firefox (newest version)
Network Adapter: 802.11ac 2.4/5 GHz wireless adapter
Camera: Webcam/built-in camera
Questions regarding technology recommendations can be directed to the IT Service Desk or the school office.
Students in the 911 Emergency and Call Centre Communications program will complete a placement in a work setting for two 70-hour sessions in total (one day a week from Week 1 to Week 14 within Semester 3 and Semester 4). This will support the application and consolidation of theory and skills.
Students are required to source their own placement to simulate the job search process. Support and assistance are provided with a cover letter, resume writing and interview skills are developed. Transportation, meal costs and any other incidentals are the responsibility of the student.
Final approval of placement is the responsibility of the field placement coordinator. The field placement coordinator is also responsible for being available to the student throughout his/her placement experience to address any questions or concerns.
Previous participants have benefited from placements with the Durham Regional Police Service, Port Hope Police Service, Ajax Fire and Emergency Services, Oshawa Fire Services, CAA, and Service Oshawa, to name but a few.
Students must successfully complete all first and second semester courses, with a cumulative GPA of 2.0 at the end of the first year.
In order to maintain confidentiality and security, the program utilizes an independent provider, Verified by Synergy Gateway for field placement documentation collection and validation. This process is the Electronic Student Permit Checking (ESPC). There is a cost associated with this external agency of $49.95. Please refer to the 9-1-1 Emergency and Call Centre Communications ESPC Information Package for details.
For more information contact Trevor Greenall, field placement co-ordinator.
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.
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.