911 Emergency and Call Centre Communications Ontario College Diploma
ObjectivesThis program prepares students forexciting careers in emergency and non-emergency call centre communications. The 911 Emergency and Call Centre Communications program is designed to meet the standards and competencies required of emergency response telecommunicators.The skill sets of multitasking, computer and keyboarding, crisis management, effective oral and written communications, customer service and ethics are also in demand in nonemergency call centres. ommunication centres follow a standard sequence of call taking, response determination, and assistance given. Students will use call simulation equipment to practice the skills required to handle emergency and non-emergency situations. Students will complete embedded certification in Public Safety Communications.
Practical experienceThe field placement component, in non-emergency communications, affords the students the opportunity to further develop the skill sets required of telecommunicators.
Academic title911 Emergency and Call Centre Communications Ontario College Diploma
Course descriptionSemester 1
1. CANADIAN LAW
2. COMMUNICATIONS I
3. PSYCHOLOGY
4. APCO PUBLIC SAFETY TELECOMMUNICATOR
5. COMPUTER/KEYBOARDING SKILLS
6. RESEARCH SKILLS
7. ETHICS
8. CUSTOMER SERVICE - EMR
Semester 2
1. COMMUNICATIONS II
2. INTERPERSONAL AND GROUP DYNAMICS
3. SOCIOLOGY AND CANADIAN SOCIETY
4. CRISIS INTERVENTION I
5. LIFESTYLE MANAGEMENT
6. COMPUTER/KEYBOARDING SKILLS II
7. FIRE DISPATCH
8. CONTRACTS & TORTS - EMR
Semester 3
1. EMERGENCY MANAGEMENT
2. 911 & POLICE DISPATCH
3. ANATOMY & PHYSIOLOGY - EMR
4. COMPUTER/KEYBOARDING SKILLS III
5. DIVERSITY & INTRAPERSONAL COMMUNICATIONS
6. STRATEGIES FOR ADULTS LEARNERS
7. CALL CENTRE CAREER STRATEGIES
8. LEGAL RELATIONSHIPS - EMR
Semester 4
1. CANADIAN CRIMINAL JUSTICE SYSTEM
2. CRISIS INTERVENTION II
3. GENERAL ELECTIVE
4. COMPUTER/KEYBOARDING SKILLS IV
5. EMERGENCY MEDICAL DISPATCH
6. FIELD PLACEMENT - EMR
7. EXERCISE DESIGN
8. MAPPING TECHNOLOGIES