911 and Public Safety Communications


911 and Public Safety Communications-2024/2025

Level 1
Take all of the following Mandatory Courses:
COMM-1136Public Safety Communications3
This course introduces students to various communications agencies and members of the public safety team. An overview of different law enforcement agencies, fire and rescue agencies and paramedic service providers (emergency medical services) will be provided, including structure of local governance and the diversity of communities being served. The importance of policies and procedures will be emphasized, including quality assurance and call-taking protocols such as those being used in TELE1025.
TELE-1025Call Processing & Procedure-Intro2.5
In this course students will learn to process calls for Police, Fire and EMS, recording incident details and reports while applying effective interview and interrogation techniques as well as triage and call categorization protocols. Confirmation of locations through computer-integrated and paper mapping while maintaining a client-centered approach with a diverse caller base for both emergent and non-emergent situations will be emphasized. Students will have hands on experience with current public safety communications technologies, including Hexagon Intergraph® Computer-Aided Dispatch. At the end of this course, students will be prepared for the level two labs (TELE3014, TELE3015, TELE3016).
LAWS-1083Legal Issues & Documentation3
Students will be introduced to the concepts of liability, confidentiality, negligence and duty within the profession. Applicable legislations for public safety and privacy laws will be discussed, including Freedom of Information Act requirements, and the importance of records retention, court preparation and accurate documentation.
TELE-1026Public Safety Communications Technology1.5
This course will introduce students to various telephony technologies and the underlying infrastructure for 911 service including ANI/ALI, wireless systems and NG911. Telematics, GPS, computerized mapping systems and logging recorders, as well as their involvement with computer-aided dispatch (CAD) systems will be discussed. Students will use radio technology to understand radio discipline and communication techniques, the basics of the Radio Act and identify common malfunctions and coverage variance between system types. At the end of this course students will understand the management of calls as it relates to public safety hardware and software, preparing them for all level two lab classes (TELE3014, TELE3015, TELE3016).
COMM-1137Interpersonal Communications2
In this course, students will be introduced to various communication techniques for dealing with a diverse client base in public safety communications. Topics will include active listening and response skills, the influence of perception on communication, problem solving, critical thinking and caller management techniques. Through application and personal reflection, students will use patience and compassion when dealing with interpersonal needs and barriers to intercultural communication. At the end of this course students will be prepared to move onto Crisis Communications - COMM3086.
HLTH-1282Health & Wellness 12
Students will be introduced to various aspects of stress including stress management strategies for shift work and personal wellness. Topics will include the definition and causation of stress, as well as how to identify stress in oneself and in others. This course involves ideas of changes to prevent and relieve stress, as well as developing resiliency. This course will prepare students to move on to HLTH3063.
HLTH-1283Pre-Hospital Care & Medical Terminology2
Processing calls for emergency medical assistance requires an understanding of the various human body systems, as well as how signs and symptoms relate to common medical ailments through their physiological roots. These relationships will be defined using medical terminology that is essential for communication and documentation of emergency medical calls. This course will also provide an overview of the Emergency Medical Services structure in Ontario, including paramedic provider care levels and the role of base hospital.
FLDP-3042Field Observation 11.4
During this course students will observe both the role of the public safety communicator and their interactions with front line personnel in various public safety environments. This experience requires students to be professional and adhere to each host agency's policies and procedures while maintaining confidentiality. Students will engage in group discussions and debriefings as well as self-reflective practice while making the connection from classroom simulation to real life events.

Level 2
Take all of the following Mandatory Courses:
EMGT-1001Emergency Planning & Management2
IMS (Incident Management System) is used world-wide to manage emergency incidents, both planned and unplanned. In this course, students will complete IMS100 certification and gain understanding of roles and responsibilities within IMS and emergency management structure, as well as the availability of government and private sector resources available for mitigation. Mobile data systems, vehicle location systems and notification systems will be discussed alongside Next Generation 911 technologies and the potential impact on the way in which various workplaces conduct operations.
TELE-3014EMS Call Processing1.5
Students will enhance their call-processing skills by receiving and dispatching simulated requests for emergency medical response, using telecommunications hardware and software in a state-of-the-art lab facility. Simulations will include resource management and responder safety, management of responder-initiated events, tiered response, high-risk calls and multi-casualty incidents. By the end of the course, students will be able to process complex and multiple call scenarios for emergency medical services in coordination with allied agencies.
TELE-3015Fire Call Processing1.5
Students will further develop fire call processing skills, receiving and managing information from multiple sources and dispatching simulated requests for fire response within the requirements of NFPA 1061 Public Safety Telecommunicator II standards. Responder safety, high risk calls, hazmat situations, and various transport incidents will be discussed.
TELE-3016Law Enforcement Call Processing1.5
Students will further develop call-processing skills related to law and security incidents by receiving and dispatching simulated exercises. This course will provide experience with records management systems, responder safety, event categorization and responder initiated events. Techniques and procedures applicable to traffic stops, crisis callers and emergency response/containment events specific to police response will also be discussed.
COMM-3086Crisis Communications2
Building on communication techniques discussed in COMM1137, this course will develop additional communication tools and techniques specific to managing crisis callers. Crisis intervention and de-escalation strategies learned will be applied through role play simulation. Critical incidents and the effects of the human stress response on communication will also be discussed.
HLTH-3063Stress Management & Resiliency2
The career of a public safety communications professional can be both rewarding and stressful. Building on content learned in HLTH1282, students will establish their own 'tool box' for personal wellness and stress management. With a focus on behaviour and lifestyle choices, students will develop strategies for understanding emotional intelligence and resiliency, as well as mitigating the consequences of trauma.
DEVL-1058Ethics & Professional Preparation3
Students will examine ethics, values, personal conduct and image and discuss how these factors contribute to professional practice within Public Safety Communications environments. Policies and procedures, as well as the significance of Chain of Command, will be discussed. Students will discover the importance of effective listening and will complete a mock panel interview in preparation for joining their professional community. Students will also design public education material for the field of public safety as well as learn about and perform pre-employment testing.
FLDP-3043Field Observation 21.8
This course builds on experiences from FLDP3042, with students observing communications operations in various emergency service provider environments. These opportunities require students to be professional and adhere to each host agency's policies and procedures while maintaining confidentiality. Students will engage in self-reflective practice, group discussions and debriefings while making the connection from classroom simulation to real life events.

Level 3
Take all of the following Mandatory Courses:
FLDP-5019Field Placement4.4
In this culminating field experience, students will be placed with a public safety communications center in an unpaid role. Students will follow all applicable policies and procedures, demonstrate professionalism and enhance personal practice using self-reflection. Compliance with the assigned shift rotation is expected.

Program Residency
Students Must Complete a Minimum of 10 credits in the
Program at Fanshawe to meet the Program Residency
requirement and Graduate from this Program.