Program Overview

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911 and Public Safety Communications

Credential

Ontario College Certificate

Duration

Two semesters

Start Date(s)

January (Winter)

September (Fall)

Locations

Belleville

Online

Open to

Domestic Students

CIP Code

43.0399

Find your career

Graduates will find opportunities working in a range of public safety professions, including:

• Police, fire and EMS telecommunications
• OnStar, crisis centre, security, hospital, CAA and taxi dispatch
• Crisis centre telecommunications
• Alarm monitoring stations
• Transit fleet, transport company and lifeline medical dispatch

Is it for you?

Have you got what it takes? You may be well suited to a career in public safety communications if you:

• Have excellent communication skills
• Are empathetic and compassionate
• Remain calm under pressure
• Are good at multitasking
• Want a career where you can make a difference

Program highlights

Classes are a mix of online during the first semester, and hybrid in the second semester.

Students gain the skills necessary to multitask while handling calls, along with applying critical thinking and problem solving to emergency situations.

Using simulations, students will practice navigating calls while learning how to use industry technology and programs.

Students train in the skills necessary to handle emergency situations over the phone and dispatch the proper services for aid.

Through a combination of in-class scenario-based role-play, and observation, students will build confidence with taking live emergency calls.

How you'll learn

Experiential learning

Prepare for a successful career in the public or private sector as public safety personnel with a well-rounded program that focuses on developing fundamental skills in communication, triage and de-escalation while providing unique experiential and hands-on learning opportunities.

• In less than a year, learn the fundamentals of call and conflict management, crisis intervention and de-escalation to handle emergency calls with confidence, preparing you for a range of rewarding careers that make a real impact on your community.
• Learn strategies for communicating with diverse groups of people in emergency and non-emergency situations, implementing a range of perspectives related to equity, diversity, inclusion and accessibility.
• Discover how to process calls in compliance with the industry standards for police, fire and medical emergencies using industry technologies, telecommunications systems, hardware and applications.
• Explore techniques for mental health crisis management.
• Develop skills in active listening, critical thinking, problem solving and multitasking.
• Gain proficiency in map reading skills using available physical and advanced digital resources to provide navigational direction to emergency responders.
• Review strategies for effective personal health and wellness in the public safety call taking and dispatching environment.
• Experiential learning components include job shadowing in the workplace and scenario-based learning that uses a CAD simulator, telematic systems and current industry technologies.

Flexible learning that suits your life

In semester one, you will attend classes online via Microsoft Teams.

In semester two, experience a mix of online and on-campus courses as well as a simulation lab and on-site observation shifts with our partners in emergency services communications.

Courses

Semester One

NSCS1002 Call and Conflict Management 1

This course offers a comprehensive and practical approach to equip students with the necessary skills and knowledge to initiate and process emergency and non-emergency calls for service. Applying communication and interpersonal skills, students will develop the competence required to overcome conflict in an emergency call center setting.

NSCS1003 Crisis Intervention and Trauma Informed Care

Students will acquire knowledge in Crisis Intervention and Trauma Informed Care. This course will cover topics such as effective communication skills, mental health diagnosis, and sanctuary trauma, recognizing the signs of someone struggling with mental health, where to obtain help, debriefing tragic situations and how this pertains to the role of Telecommunicator. Students will develop skills that they will be able to apply while talking to callers in crisis.

NSCS1004 Foundations of Emergency Management

This course provides a comprehensive and practical introduction to Emergency Management. Students will learn key information and terminology related to the field. The course will cover various types of emergencies, how they can escalate into disasters, and how they are managed through the Four Pillars of Emergency Management. Students will also explore the evolution of Emergency Management and its approach at different levels of government, as well as the roles and responsibilities of those involved, including Emergency Telecommunicators.

NSCS1001 Health and Stress Management

This course offers a comprehensive and practical approach to equip students with the necessary skills and knowledge to effectively support their overall health and manage stress both inside and outside the 911 and Public Safety Communications workplace. By focusing on mental health, physical health, quality sleep and proper nutrition, students will develop the competence and skills required to create a personalized plan that can be used to manage the abnormally high stress and mental load associated with the 911 and Public Safety profession. Students will gain an understanding of how shift work and sedentary computer work can negatively impact their physical and mental health, along with their quality of sleep and eating habits, and be provided with the necessary tools to set themselves up with effective strategies to mitigate these negative impacts and recognize signs and symptoms of declining overall health.

NSCS1000 Public Safety Telecommunications

This course serves as an introduction to the various technologies, methods, and interagency standards that can be expected within a mission-critical communication center. These workplaces Include not just Police, Fire, and Ambulance dispatch centers, but also alarm companies, vehicle telematics providers, and third-party notification agencies.

Semester Two

NSCS1005 Call and Conflict Management 2

This course is the continuation of Call & Conflict Management 1. It will offer an in-depth practical approach that will equip students with the necessary skills to initiate and process emergency and non-emergency calls for service. By the end of this course, students will have the skills for effective communication, active listening and interpersonal skills to handle a variety of callers in a potentially traumatic experience. Students will apply the appropriate emotional intelligence skills to de-escalate conflict in an emergency call center setting.

NSCS1010 Equipment Operations and Systems Management

This course will be in person for a review of the Operation of Equipment in a 911 Communication setting for police, fire, and ambulance. Practical assessments of Computer Aided Dispatch (CAD), softphone for emergency and non-emergent calls, Radio fundamentals and basic map reading. Exercises including typing to achieve minimum standards in the industry and access to outside tools used in the live environment.

NSCS1007 Ethics and Law of Emergency Communication

In this course, students will explore the critical role of ethics in emergency telecommunications. They will gain a thorough understanding of the laws, regulations, and policies that impact emergency telecommunicators in Ontario. Key topics such as confidentiality, liability, negligence, and professional duty will be examined in detail. Students will also study important legislation related to public safety and privacy, with a focus on compliance and best practices. The course will also cover essential documentation in emergency telecommunications, providing students with the knowledge and skills for effective and ethical practice.

NSCS1009 Experiential Learning

Experiential learning provides students with the opportunity to observe operations in real-world emergency communication centers with police, fire, and ambulance. Students will immerse themselves in the fast-paced environment of dispatching and apply the skills learned in semester one in the areas of focus including: • Understanding communication protocols and call-taking procedures. • Analyzing emergency prioritization and response coordination. • Employing critical thinking and decision-making in high-stress situations. • Utilizing dispatching technology and systems. • Adhering to legal, ethical, and professional standards in emergency services. Through reflective assignments, students will witness practical skills, gain valuable insights into the role of dispatchers in emergency management, and gain a valuable foundational understanding for a career in public safety communications.

NSCS1008 Interpersonal and Interprofessional Skills

Students will develop the necessary skills to engage in effective communication with the emergency interprofessional team, establish positive relationships, and navigate conflicts in a manner that promotes personal well-being and contributes to a supportive work environment. These skills will enable students to thrive in their roles as emergency telecommunicators and foster a culture of collaboration and wellness within their organizations, ultimately enhancing their overall job satisfaction and fulfillment.

NSCS1006 Mental Health and Public Safety

This course offers a comprehensive and practical approach to equip students with the necessary skills and knowledge to effectively respond to mental health crises as emergency telecommunicators while ensuring public safety. By integrating mental health, equity, accessibility, and incident management principles, students will develop the competence and sensitivity required to provide equitable and inclusive support to individuals in crisis, promoting mental health and public safety within diverse communities.

*Courses subject to change.

Admission requirements

Required academic preparation

• OSSD/OSSGD or equivalent with courses at the general, advanced, (C), (U) or (M) level, AND
• Grade 12 English (C) level or equivalent
• OR
• Mature applicant

Academic upgrading

Are you missing admission requirements? Discover how Career and College Prep at Loyalist can help you get started on your journey.

Costs

Domestic students

Approximate costs (2025 – 26, two semesters at full-time student status)

• Domestic Tuition: $2,722.08
• Full-Time Ancillary Fees: $1,595.26
• Total: $4,317.34

Additional student-purchased costs may include textbooks, supplies, software, and other resources. Additional expenses related to off-campus experiential learning activities may also be incurred.

*All fees are subject to change. Fees for programs shorter or longer than two semesters will be adjusted accordingly. In addition to the costs listed above, some programs also have program ancillary fees based on their specific requirements. For a detailed breakdown of tuition and ancillary fees – including any program-specific charges – please visit the Tuition and fee schedule 2025–26.

Paying for college

At Loyalist College, we believe that cost should never be a barrier to your success. We’re here to help you navigate the costs of college and connect you with a variety of financial aid programs, resources and donor-supported awards. Explore paying for college.

Further study

Pathways and university transfer

What’s next? Build on the knowledge and skills you learned at Loyalist by continuing your academic journey. Return to Loyalist to complete a second diploma or a post-graduate program in as little as a year, or receive credit recognition for your Loyalist studies when pursuing a degree at a university. Explore pathway opportunities.

A 911 and Public Safety Communications certificate provides a strong foundation to continue your studies in the emergency response field.

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