Program delivery note

Program delivery note: Fanshawe will temporarily deliver this program as listed under "locations" to the right of your screen or in the "+ more details" menu on mobile. Delivery format may change for January 2021 and onwards.

Field experience to become a 911 communications professional - 2021/2022

This hands-on and comprehensive program provides students with the foundational knowledge and specialized communication skills required to work in the highly demanding and unpredictable field of public safety communications.

In line with current industry standards, the curriculum will also address crisis communications, incident management, applicable legislation and personal health and wellness. Students will use state-of-the art Intergraph® Computer-Aided Dispatch (CAD) software while processing and dispatching simulated emergency calls in an emergency telecommunications lab. The program integrates field experience into Levels 1 and 2 and concludes with a 6-week field placement.

Photo of Jordan McManus
Jordan McManus
Emergency Telecommunications graduate 2017

I took the Emergency Telecommunications program at Fanshawe College and would take it a second time if I could. This program is very interactive and hands on and the instructors have professional experience in the emergency services industry. When enrolled in the program you will be involved with local and surrounding 911 and public safety agencies. I am currently employed with the Strathroy-Caradoc Police Service and would 100 per cent recommend the Emergency Telecommunications program to anyone!

 

Admission Requirements - 2021/2022


This is a competitive program; the number of qualified applicants exceeds the number of seats available. Please see www.fanshawec.ca/hcp for details. 

Admission Requirements

OSSD with courses from the College (C), University (U),
University/College (M), or Open (O) stream WITH:
- English ONE OF:
     - Any Grade 12 English (C) (minimum final grade required is 75) 
     - Any Grade 12 English (U) (minimum final grade required is 65)
OR
An Ontario College Certificate from Fanshawe College in Public Safety Fundamentals with a minimum final grade of B+ in WRIT-1089 and minimum grade of C+ in the remaining courses
OR
Academic and Career Entrance Certificate (ACE) WITH:
- Communications
  (Note: minimum final grade required is 75) 
OR
Ontario High School Equivalency Certificate (GED) WITH:
- The combined Language Arts - Reading AND Language Arts - Writing test results having a minimum average Standard Score of 560
OR
Mature Applicant with standing in the required course and grade stated above

English Language Requirements

Applicants whose first language is not English will be required to demonstrate proficiency in English by one of the following methods:

  • A Grade 12 University Stream English credit (or equivalent) with at least four recent years of full-time study in an educational institution where the language of instruction and of examinations was English and which was located in a country where the first language is English 
  • Test of English as a Foreign Language (TOEFL) test with a minimum score of 92 for the Internet-based test (iBT) (22 writing, 26 speaking, 20 reading and 20 listening), with test results within the last two years
  • International English Language Testing System (IELTS) Academic test with an overall score of 7.0 with no score less than 6.5 in reading and listening and a score of 7.0 in writing and speaking, with test results within the last two years. SDS Program Requirements. 
  • Canadian Academic English Language (CAEL) test with a score of 70 in writing, reading and speaking and a score of 80 in listening, with test results within the last two years
  • Pearson Test of English Academic (PTE) with a minimum score of 65, with test results within the last two years
  • A Cambridge English Test (FCE/CAE/CPE) with an overall score on the Cambridge English Scale of 185 with no score less than 176 in reading and listening and 185 in writing and speaking, with test results within the last two years
  • Fanshawe College ESL4/GAP5 students: Minimum grade of 80% in ESL4/GAP5 Level 10
  • Michigan English Language Assessment Battery (MELAB) test with a minimum score of 90 with at least a 4 on the oral interview

Applicant Selection Criteria

Where the number of eligible applicants exceeds the available spaces in the program, the Applicant Selection Criteria will be:
  1. Preference for Permanent Residents of Ontario
  2. Receipt of Application by February 1st (After this date, Fanshawe College will consider applicants on a first-come, first-served basis until the program is full)
  3. Achievement in the Admission Requirements

Post-Admission Requirements

The following items are applicable to the program and are time sensitive.

  • Possession of a Standard First Aid course certificate (either St. John Ambulance or Canadian Red Cross or equivalent) and a Basic Rescuer course certificate (Level "C" CPR)
  • Police Record Check and Vulnerable Sector Screening; a clear criminal record and Judicial Matters Check will be considered sufficient in the event a student is unable to obtain the Vulnerable Sector Screen due to agency policy. 
  • Mask Fit Testing
  • Placement Agreement

Courses

911 and Public Safety Communications-2021/2022

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 control 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-3063Health & Wellness 22
The career of a public safety communications professional can be both rewarding and stressful. Building on content learned in HLTH1282, students will develop their own 'tool box' for personal wellness and stress management based on understanding the consequences of trauma, emotional intelligence and resiliency.
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.

Careers - 2021/2022

Career Opportunities

This program provides the academic and practical skills that graduates need to enter this dynamic career. Graduates will find employment as dispatchers in emergency services (e.g. Police, Fire and Ambulance) as well as in non-emergency settings (e.g. patient transfer, courier services, logistics).

More Information - 2021/2022

A One-Year Ontario College Certificate Program
Program Code: PSC1
Campus Code: LC (LC - London)

September Admission
15 week term
Academic Calendars available at www.fanshawec.ca/academicdates

Contact

School of Public Safety: 519-452-4222

Program Description

This hands-on and comprehensive program provides students with the foundational knowledge and specialized communication skills required to work in the highly demanding and unpredictable field of public safety communications. In line with current industry standards, the curriculum will also address crisis communications, incident management, applicable legislation and personal health and wellness. Students will use state-of-the art Intergraph� Computer-Aided Dispatch (CAD) software while processing and dispatching simulated emergency calls in an emergency telecommunications lab. The program integrates field experience into Levels 1 and 2 and concludes with a 6-week field placement.

Other Information

  • Applicants are to be aware that a keyboarding competency of 40 wpm is required to complete the program. It is recommended that applicants have previous keyboarding experience.
  • Applicants must successfully complete WHMIS certification prior to the start of the field component of the program (approximately Week 2).
  • Placement agencies reserve the right to conduct criminal record and/or background checks on students prior to allowing the student to participate in field placement with the agency. Placement agencies also reserve the right to deny a student access to field placement.  Placement agencies reserve the right to not disclose the reason(s) for denying access to their facility.
  • Students who are unable to pass a Criminal Record and Judicial Matters Check (CRJMC) sector check will be denied access to field placement and will receive a failing grade in the Field Experience course.

Learning Outcomes

  1. Process emergency calls in accordance with policies, procedures and quality assurance practices;
  2. Demonstrate professional communication skills in the processing of emergency calls;
  3. Use emergency telecommunications systems and applications to process emergency calls and conduct basic troubleshooting as necessary;
  4. Apply crisis management techniques when processing emergency calls to ensure a rapid and adequate response to the event while maintaining clear lines of reporting and communication;
  5. Prepare and maintain documentation (e.g., reports, notes) that meets professional standards for emergency services;
  6. Apply strategies to manage personal health and wellness within an emergency services environment;
  7. Apply knowledge of legislation, legal issues and ethics within the execution of duties of an emergency telecommunicator;
  8. Relate the functions, concepts and principles of the incident management system to the role of the emergency telecommunicator to facilitate effective communication;
  9. Process calls in compliance with the industry standards for police, fire and medical emergencies;
  10. Apply map reading skills using available physical and digital resources to provide navigational direction to emergency responders.

Program Pathways

For information about Program Pathways visit www.fanshawec.ca/programpathways.

Program Details

More details

2021/2022 academic year: Refer to the More Info tab to view offerings for the 2021/22 academic year. Canadian students can start applying in early October for programs with Sep. 2021, Jan. 2022 and May 2022 start dates through ontariocolleges.ca.

Canadian Students

Start Dates
Locations
Availability

Full Time Offerings

2021 September
London
Open

International Students

Start Dates
Locations
Availability
2021 September
London
Open
Program Code
PSC1

Program Coordinator:

Tracy Dietrich

Delivery
Day Time
Full-Time
Credential
Ontario College Certificate
Duration
36 weeks

@FanshaweCollege