9-1-1 Emergency and Call Centre Communications

Program Overview

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9-1-1 Emergency and Call Centre Communications

Program Overview

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.

Credential

Ontario College Diploma

Location

Oshawa

OCAS Code

EMCC

Next Intake

September 2025

Faculty

Faculty of Social and Community Services (SCS)

Length

Four semesters

Laptop

Learn more about laptop requirements

Delivery

In person Learn more.

Program Highlights

• Success Stories
• Resources
• Success Stories

Admission Requirements

To enter the 9-1-1 Dispatcher Program, you will need to have the following:

• Ontario Secondary School Diploma (OSSD) or Mature Student Status
• 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)

Are you missing admission requirements? We are here to help.

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:

• Grade 12 Math (MAP4C equivalent)
• Grade 12 English (ENG4C equivalent)
• Grade 11 Biology (SBI3C equivalent)
• Grade 12 Chemistry (SCH4C equivalent)

Learn more about Academic Upgrading and connect with our team to get started.

Tuition

Year one domestic: $3,098 (CAD)

View full costs

Semester 1 Courses

The courses listed below are for incoming 9-1-1 Dispatcher Program students.

• 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

Career Options

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.

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

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.

THE CURRICULUM REFLECTS SIX REQUIRED ACADEMIC THEMES

Your emergency management courses will revolve around these critical academic themes:

• Call Processing and Radio Communications: Master the art of managing emergency and non-emergency calls, including effective use of radio communication systems.
• Legal and Regulatory Issues: Gain a thorough understanding of the legal frameworks and regulatory requirements governing public safety communications.
• Computers, Keyboarding, and Technologies: Develop proficiency in computer-aided dispatch (CAD) systems, radio systems, and essential keyboarding skills.
• Psychology, Human Behaviour, and Conflict: Study the psychological aspects of human behaviour and learn effective strategies for managing conflict.
• Interpersonal Dynamics, Mental Health Stress, and Wellness: Focus on building strong interpersonal skills, managing stress, and maintaining overall wellness in high-pressure environments, including comprehensive mental health training.
• Police, Fire, and Emergency Medical Communications: Engage in practical training for call taking and dispatching, with a curriculum that promotes and supports lifelong learning in the field.

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.

Program Learning Outcomes

Upon successful completion of Durham College’s 911 dispatcher training, you will understand and be able to:

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 for the 9-1-1 Dispatcher Program

To enter the 9-1-1 Dispatcher Program, you will need to have the following:

• Ontario Secondary School Diploma (OSSD) or Mature Student Status
• 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)

Are you missing admission requirements? We are here to help.

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:

• Grade 12 Math (MAP4C equivalent)
• Grade 12 English (ENG4C equivalent)
• Grade 11 Biology (SBI3C equivalent)
• Grade 12 Chemistry (SCH4C equivalent)

Learn more about Academic Upgrading and connect with our team to get started.

9-1-1 Dispatcher Course Listing

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 and Group Dynamics (COMM 2326)
• Computer/Keyboarding Skills 1 (COMP 1215)
• Career and Professional Preparation 1 (EMCC 1200)
• Fire Service Communications (EMCC 1201)
• Indigenous Elective (INDG 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, course descriptions and delivery formats are subject to change.

Course Delivery

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.

In person:

• Course is delivered in person, on campus within a classroom, lab, shop or studio. 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 for the 9-1-1 Emergency and Call Centre Communications Program

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.

The fees below are estimates only based on information available at the time of publication, and do not include the cost of textbooks. There may be additional costs; however, not all courses require textbooks.

Finances shouldn’t be a barrier to you achieving your educational goals. DC’s Financial Aid and Awards office is here to help you navigate a number of financial aid programs to support your education.

Residency

Canadian Citizen or Permanent ResidentInternational

Started Academic Year In

FallWinterSpring

9-1-1 Emergency and Call Centre Communications Year 1 Costs

Semester 1 | | Tuition: | $1,549.08
---|---
Program Fee: | $45
Ancillary Fee: | $493.77
DCSA Ancillary Fee: | $430
Total: |$2,517.85

Semester 2 | | Tuition: | $1,549.08
---|---
Program Fee: | $0
Ancillary Fee: | $493.77
DCSA Ancillary Fee: | $120
Total: |$2,162.85

9-1-1 Emergency and Call Centre Communications Year 2 Costs

Semester 3 | | Tuition: | $1,549.08
---|---
Program Fee: | $102
Ancillary Fee: | $474.19
DCSA Ancillary Fee: | $430
Total: |$2,555.27

Semester 4 | | Tuition: | $1,549.08
---|---
Program Fee: | $0
Ancillary Fee: | $474.19
DCSA Ancillary Fee: | $120
Total: |$2,143.27

Career Options Following Completion of Your Emergency Management Courses

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.

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
• Hospital Admissions
• Security operations

Experiential Learning

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.

Eligibility

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.

Post-Admission and Field Placement Documentation

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.

Program Transfer, Degree Completion and Additional Credentials

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:

• Advanced Law Enforcement and Investigations
• Conflict Resolution and Mediation
• Victim Justice and Interventions

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

Looking for more pathway opportunities or to transfer to Durham College? Click here for more information.

Tech Requirements

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.