911 and Public Safety Communications

A female dispatcher wearing a headset is standing at a command centre with multiple large monitors displaying emergency response data. She is focused on her screen, managing various communications and coordinating emergency responses.

Become an essential first responder in the fast-paced world of 911 dispatch. Communications professionals require a unique set of skills to navigate high-pressure situations, supporting members of the public and emergency personnel during stressful situations.

Apply

Book a Visit

Ask a Question

Skip to program content

Home / Learn / Programs List / 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

Having the opportunity to experience a real-world public safety communications environment was beneficial, informative, and interesting. I think it’s vital that students have the chance to go into a local communications centre and discover how their community responds to calls-to-service. It allows them to think critically and affirm their career ambitions.

Jonathan, 911 and Public Safety Communications, 2024

Program highlights

A male teacher is standing at the front of the room, pointing at images being projected onto the board behind him. On the board is images of a map, as well as an image and text cut off on the right side. Students sit at computers around the room.

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

A woman sits at a classroom desk, with a laptop in front of her, two monitors to the side, and a keyboard. She's working on the laptop, smiling as she types.

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

Two girls sit at a desk in a classroom in front of a computer. The one girl is using the keyboard and mouse, while wearing a headset. The other girl is slightly off to the side with a large walkie-talkie radio in her hands, raised to her mouth. Other students can be seen in the background, also sitting at computers with headsets.

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

Close up view of a laptop showing an emergency services map. A womans hands are on the keyboard, with a bracelet on each arm.

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

A man sits at a desk in a classroom, with two monitors in front of him. He has one hand on the keyboard, the other holding the mouse. He's wearing a headset as he prepares to take a mock emergency call.

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

NSCS1002 Call and Conflict Management 1

This course offers a comprehensive and practical approach to emergency call taking and mission-critical data entry found in Ontario Police, Fire, and Ambulance Communications Centers. Heavy emphasis will be placed on mapping systems and location identification issues often found in 9-1-1 calls to ensure students are prepared to get the correct resources to the correct scene as soon as possible. Students will manage simulated 9-1-1 calls both independently and with a partner to demonstrate their empathy, customer service, and protocol compliance skills.

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

Students will acquire basic knowledge that will prepare them for a career as an Emergency Service Telecommunicator working within a Public-Safety Answering Point (PSAP). This introductory course will provide valuable industry-standard learning within a variety of areas, such as the role of a Telecommunicator, PSAP technologies and advancements, how to process emergency calls, and communication techniques both while talking to callers and dispatching front-line responders. Students will learn aspects that are relatable to all three major emergency agencies: Police, Fire, and Ambulance PSAPs. Course content will provide students with job essential skills for supporting Emergency agencies.

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.

A 911 dispatcher at work in a control room, focused on multiple large computer monitors displaying maps and call information. The dispatcher wears a headset and types on a keyboard, managing emergency communications.

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

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.

Additional requirements

*Additional materials, trainings and certifications may be required depending on industry partner requirements connected to experiential learning. Pre-placement requirements are subject to change based on placement agency and/or legislative or regulatory changes.

Costs

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.

A female 911 dispatcher, wearing a headset and glasses, is focused on multiple computer monitors at a dispatch centre.

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.

Related programs

Back to program search

Paramedic

Paramedics are often the first people on the scene of an emergency. They balance compassion with critical decision-making skills and the ability to take command in a crisis and help save lives.

A group of students in the pre-service firefighter program are wearing professional gear and using appropriate attire to get a fire out from a car.

Pre-Service Firefighter Education and Training

Firefighters are on the front line of emergency response and are an integral part of any community, contributing to public safety, fire awareness and education. Learn the skills and knowledge to prepare you for success in the fast-paced and rewarding field of firefighting.

A close-up image of a police vehicle's light at night. There is bokeh lights shown in the background of the image.

Police Foundations

Police officers make our communities a better place to live, work and play. They do this by preventing crime, enforcing laws and collaborating with the community to improve the quality of life for all. In this program, get real-world experience through field placements.

Application Day