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.

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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

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 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

NSCS1004 Foundations of Emergency Management

Course description not available

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.

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

Course description not available

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.

Costs

Approximate costs (2024 – 25)

Domestic Tuition: $2,722.08
Full-Time Ancillary Fees:* $1,367
Total: $4,089.08

Additional costs, such as supplies, travel and parking, may be incurred during workplace visits, etc.

*Fees related to programs that are less than or greater than two semesters will be adjusted accordingly. Fees are subject to change. Please visit the Tuition and fees page for a list of the many services, activities and items included within the ancillary fees, and the related policies.

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.

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