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Ministry-approved title: 9-1-1 Emergency and Call Centre Communications
When emergency calls come in, lives are on the line and they are counting on you. Telecommunicators in 9-1-1, Fire, Medical, and Police Communication Centres face this intense pressure every shift. They must think quickly, make smart decisions, and use excellent judgment — crucial skills for the profession.
The 9-1-1 Emergency and Call Centre Communications program prepares students to thrive in high-stakes environments as well as non-emergency centres. What sets us apart is our unique endorsement by the internationally recognized Association of Public Safety Communications Officials. Be job ready by engaging in hands-on simulations with cutting-edge industry computer-aided dispatch software. And learn how to prioritize well-being through comprehensive training in self-care, resilience, mindfulness and mental health.
Mental health is a crucial component of this challenging profession and one that Durham College takes very seriously. In addition to skills directly related to the job, the 9-1-1 Emergency and Call Centre Communications program will teach you how to prioritize well-being through comprehensive training in self-care, resilience, mindfulness and mental health.
To enter the 9-1-1 Dispatcher Program, you will need to have the following:
Durham College (DC) offers pre-admission assessment testing to mature domestic applicants to meet admission requirements in English and/or math. Domestic applicants that are 19 years of age or older as of the start date of their program, and who do not have the required program credit(s) i.e., Grade 12 English and/or Grade 12 math are eligible to take an admissions assessment test.
Learn more about how to book Pre-Admission Assessment Testing here.
DC also offers Academic Upgrading. Courses are FREE and designed to help you meet the admissions requirements for this program. Available to individuals 18+, these courses are offered on-campus at DC. Boost your qualifications with:
Learn more about Academic Upgrading and connect with our team to get started.
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The courses listed below are for incoming 9-1-1 Dispatcher Program students.
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Emergency management certification at Durham College can open up doors in a number of industries. You will find that the knowledge and skills you gain in the program are highly transferable and that there are many roles to which you can apply them.
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The 9-1-1 Emergency and Call Centre Communications program is your gateway to a career in the fast-paced and dynamic fields of emergency and non-emergency call centre communications. Going beyond the minimum standards set by the Association of Public Safety Communications Officials of Canada (APCO Canada), Durham's 9-1-1 Dispatcher program offers more comprehensive training and emergency management certifications than other programs in Canada.
You’ll gain hands-on experience with advanced dispatch technologies, and develop critical decision-making skills. You'll also receive comprehensive training in mental health and wellness as part of our 9-1-1 Dispatcher Training program. Our curriculum is designed to equip you with the expertise needed to excel in high-pressure environments, ensuring you are well-prepared to make a real difference in times of crisis.
Your emergency management courses will revolve around these critical academic themes:
As part of your 9-1-1 dispatcher coursework, you will also have the opportunity to earn Mental Health First Aid certification through the Mental Health Commission of Canada, as well as Basic Emergency Management certification. Furthermore, you will be able to can write the NFPA 1225 Level I and II exams and attain additional mental health and wellness certifications.
In the 9-1-1 Dispatcher Program, we focus on developing essential skills such as effective communication, multi-tasking, and excellent customer service, all critical for both emergency and non-emergency call centre communications. You will also complete embedded professional designations in Public Safety Telecommunications (Basic, Fire, and EMS).
Graduates of the Durham College 9-1-1 Dispatcher course are well-suited for employment in the fast-paced, customer service-oriented fields of emergency and non-emergency call centre communications. Join us and become the vital lifeline people depend on in times of crisis. Apply today for Emergency Management certification and make a real-world difference.
Upon successful completion of Durham College’s 911 dispatcher training, you will understand and be able to:
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, course descriptions and delivery formats are subject to change.
In person
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.
Planning for the future can be challenging, but Durham College’s Emergency Management certification opens up options for you. Below, you will find some of the common professions where our graduates find satisfying work, as well as some of the industries where you could work.
Keep in mind that this list is not comprehensive; 9-1-1 dispatcher training prepares you for a wide variety of occupations because the skills you will learn, such as quick decision-making, clear communication, multitasking, and managing high-stress situations, are readily transferable.
Experience in the field is essential to learning to apply what you learn in the classroom, and it also prepares you to enter or re-enter the workforce. This part of the 9-1-1 dispatcher program can also give you valuable skills that you can’t learn in the classroom, guide you toward the career of your choice, and help you start networking with people in the field.
To that end, students in the 9-1-1 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 gained from 9-1-1 Dispatcher Training and Emergency Management courses.
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, which are essential for success in securing placements in the field. 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 experiential learning to address any questions or concerns related to their 9-1-1 Emergency and Call Centre Communications Program placement.
Previous participants have benefited from placements with Police Services, Fire and Emergency Services, Central Ambulance Communication Centres, Hospital Switchboards, Distress Centres, OnStar, CAA, Kids Help Phone, and Service Oshawa, to name but a few.
Students must successfully complete all first and second-semester courses in 9-1-1 Dispatcher Training with a cumulative GPA of 2.0 at the end of the first year.
In order to maintain confidentiality and security, the 9-1-1 Emergency and Call Centre Communications program uses 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 Mary Sich, field placement co-ordinator.
If you decide to do more advanced training at the college level after completing the 9-1-1 Emergency and Call Centre Communications program, Durham College offers several graduate-level programs, including:
Looking for more pathway opportunities or to transfer to Durham College? Click here for more information.
To help students have the best learning experience possible in every 9-1-1 dispatcher course, Durham College’s IT Services department has made the technology recommendations below. 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.
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