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  • 9-1-1 Emergency and Call Centre Communications

9-1-1 Emergency and Call Centre Communications


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Credential
Ontario College Diploma
Location
Oshawa
OCAS Code
EMCC
Next Intake
September 2023
View all intakes
Faculty
Faculty of Social & Community Services (SCS)
Length
Four semesters
Delivery
More than 50% of this program is delivered in-person. Learn more.
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Come visit us at OPEN HOUSE
Saturday, April 1 Register Now for Open House

Program Overview

Callers are frantic and they are depending on you. Can you stay calm, collect the information needed and direct the appropriate responses to 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.

Intakes and Availability

Date Domestic Availability International Availability
September 2023OpenClosedApply now
January 2024OpenClosedApply now
ProgramHighlights
  • Success Stories
  • Resources
  • Success Stories
  • Resources
DC students apply their skills in dynamic emergency simulation
Justice and Emergency Services students compete in the Durham College Justice Games
DC students test their skills and collaborate in emergency situation
DC students win Gingerbread Competition in support of the campus Holiday Food Drive
Durham College 2023 Viewbook
Lead the way
2023 Viewbook
Read Now
Other Resources
  • Graduate Employment Report [PDF]
  • Attend a Program Information Webinar
  • Financial Aid Information
Communication Skills
Helping Others
Multi-tasking

Admission Requirements

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

POST-ADMISSION REQUIREMENTS

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

Tuition

  • Year one domestic: $3,098 (CAD)

View full costs

Semester 1 Courses

  • Communication Foundations (COMM 1100)
  • Customer Service (COMM 1104)
  • Communication Technologies and Terminology (COMM 1105)
  • APCO Public Safe Telecommunicator (EMCC 1100)
  • Ethics (ETHC 1101)
  • Lifestyle Management (HLTH 1104)
  • Law for Communications Operators (LAWW 1102)

View all courses

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

Technology recommendations

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.

View all recommendations

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.

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

Program Learning Outcomes

  1. Receive, prioritize, and process non-emergency and emergency calls.
  2. Identify and explain the roles and responsibilities of emergency and non-emergency communicators.
  3. Communicate with diverse groups of people to provide customer services in emergency and non-emergency situations.
  4. Identify, choose and practice crisis intervention and conflict resolution techniques involving co-workers or customers in crisis and/or conflict.
  5. Receive, record, and relay information accurately and timely using emergency and non- emergency call processing technologies.
  6. Retrieve, evaluate and report information in accordance with organizational and legal requirements as they pertain to emergency and non-emergency communicators.
  7. Solve problems and make decisions affecting the allocation and delivery of resources for given non-emergency and emergency scenarios effectively and efficiently.
  8. Contribute to emergency management planning by identifying and utilizing its core components.
  9. Describe anatomy, physiology, and pathologies of human body systems used in categorizing, prioritizing and routing medical calls.

Admission Requirements

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

POST-ADMISSION REQUIREMENTS

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

Courses

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.

Semester 1

  • Communication Foundations (COMM 1100)
  • Customer Service (COMM 1104)
  • Communication Technologies and Terminology (COMM 1105)
  • APCO Public Safe Telecommunicator (EMCC 1100)
  • Ethics (ETHC 1101)
  • Lifestyle Management (HLTH 1104)
  • Law for Communications Operators (LAWW 1102)

Semester 2

  • Interpersonal & Group Dynamics (COMM 2326)
  • Computer/Keyboarding Skills 1 (COMP 1215)
  • Career and Professional Preparation 1 (EMCC 1200)
  • Fire Service Communications (EMCC 1201)
  • FNMI Elective (FNMI 0000)
  • Crisis Intervention (PSYC 1205)

Semester 3

  • Anatomy and Physiology - EMCC (ANAT 2100)
  • Computer/Keyboarding Skills 2 (COMP 2108)
  • 911 and Police Communications (EMCC 2100)
  • Field Placement 1 (EMCC 2101)
  • General Education Elective (GNED 0000)
  • Resilience and Self Care (HLTH 2103)
  • Emergency Management (MGMT 2100)

Semester 4

  • Diversity and Intrapersonal Communications (COMM 2210)
  • Field Placement 2 (EMCC 2200)
  • Emergency Medical Dispatch (EMCC 2201)
  • Career and Professional Preparation 2 (EMCC 2202)
  • General Education Elective (GNED 0000)
  • Mental Health Fundamentals (HLTH 2201)

Courses and course descriptions are subject to change. Please note that as a result of COVID-19 the 2023-2024 program of study may be modified to accommodate program delivery changes.

Course delivery

More than 50% of this program is delivered in-person.

The rest of the coursework will be delivered using hybrid, flexible or online formats. Students will come to campus to complete in-person learning requirements. Detailed schedules, with course-specific delivery information, will be available after registration. Courses, course descriptions and delivery formats are subject to change.

In-person:
Course is delivered in person, on campus within a classroom, lab, shop or studio.
Flexible:
Course is taught in one of DC’s technology-enabled learning classrooms and online at the same time. Students can choose to attend in-person or online.
Hybrid:
Part of the course is delivered online, remotely, and part is in-person on campus within a classroom, lab, shop or studio.
Online:
Fully remote course delivery.

Costs

Post Admission and Field Placement Documentation

In order to maintain confidentiality and security, the program utilizes an independent provider, Verified by Synergy Gateway (Synergy) for documentation collection and validation.  There is a cost associated with this external agency of $49.95.  You will receive information on how to access the service once you have completed the registration.

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

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 Professional Arts Communication Studies - Athabasca University
  • Bachelor of Professional Arts Governance, Law and Management - Athabasca University
  • Bachelor of Professional Arts Criminal Justice - Athabasca University
  • Bachelor of Professional Arts Human Services - Athabasca University

Technology Recommendations

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.

Processor: i3
RAM: 4GB
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
Internet connection

Questions regarding technology recommendations can be directed to the IT Service Desk  or the school office.

Field Placement

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.

Eligibility

Students must successfully complete all first and second semester courses, with a cumulative GPA of 2.0 at the end of the first year.

Experiential Learning

Post Admission and Field Placement Documentation

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.

Contact

For more information contact Trevor Greenall, field placement co-ordinator.

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.

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.

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Durham College is situated on the traditional lands of the First Peoples of the Mississaugas of Scugog Island First Nation. These lands are covered under the Williams Treaties and rest within the traditional territory of the Anishinaabeg. We offer our gratitude to the Indigenous Peoples who care for and, through the treaty process, share the lands on which we live, learn, teach and prosper today.

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