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WHAT OUR STUDENTS SAY:

This course was super amazing and everything we did was hands-on. It's a course that will always be good to have and I've made so many new friends. [...]

Christina Lake
911 Emergency and Call Centre Communications
Graduate
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WHAT OUR STUDENTS SAY:

The program coordinators and teachers are very insightful, helpful and understanding. The program was really great.

Bailey Watson
911 Emergency and Call Centre Communications
Graduate
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WHAT OUR STUDENTS SAY:

I'm four weeks away from graduating from the 9-1-1 Emergency and Call Centre Communications program and tomorrow I'll be in my third day of paid tr [...]

Bob Hayton
911 Emergency and Call Centre Communications
2013
9-1-1 Emergency and Call Centre Communications

911 Emergency and Call Centre Communications

9-1-1 Emergency and Call Centre Communications

911 Emergency and Call Centre Communications

911 Emergency and Call Centre Communications

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.

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Program Description

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.

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Admission Requirements

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Career Options

WHAT YOU COULD BE:

  • Customer service representative
  • Dispatcher
  • Emergency communications operator
  • Emergency advisor
  • Radio operator
  • Security dispatcher
  • Switchboard operator

WHERE YOU COULD WORK:

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

YEAR ONE FEESDomesticInternational
Tuition$3,245$13,017
Compulsory Ancillary

$1,141

$1,541
Program Incidental$50$50
Total Fees:$4,435$14,607

Please note: fees are based on the 2016-2017 academic year and do not include textbooks. For more information please see Other fees to consider.

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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 Semester 4) reserved to fulfil this requirement.

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Centre for Integrated Justice Studies

The Centre for Integrated Justice Studies (CIJS) is a training function of the School of Justice & Emergency Services. CIJS offers unique seminars and workshops to give DC/UOIT students and the public a competitive edge in preparing them for job searching and interviews. For more information please visit the CIJS website.

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Opportunities For Degree Completion Or 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.
 

Please visit the Transfer Guide for more information.

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PROGRAM AT-A-GLANCE
  • ontariocolleges.ca code: EMCC
  • Program length: Four semesters
  • Credential awarded: Ontario College Diploma
  • Location: Oshawa
  • School: School of Justice & Emergency Services (JES)
  • Domestic tuition: $3,245 (CDN)
  • Intake Statuses
    • Program intake status is Open Open: January 2017
    • Program intake status is Open Open: September 2017
    • Program intake status is Open Open: January 2018
  • International Intake Statuses
    • Program intake status is Open Open: January 2017
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