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10 Weeks


February, May, September, November


Morning & Evening

Course Overview

Emergency telecommunications certificate program will give you the skills and prepare you to work as call facilitators and dispatcher with emergency response organizations. A critical part of emergency services, first responders depend on emergency telecommunicators for quick and accurate information.   

Designed under the International Academies of Emergency Dispatch (IAED) guidelines, this certificate will train students in advanced protocols for emergency call-taking.

Key Highlights:  

  • Certification from the International Academics of Emergency Dispatch  
  • Emphasis on Clinical and Psychological Aspects of the Job 
  • Training by active Paramedics and Dispatch Experts  
  • Hands-on Training on PROQA – Emergency Dispatch Technology 

Upon successful completion of the program, students will be able to

  • Describe the role and responsibilities of an Emergency Telecommunicator in the emergency services and public safety field.  (Police, Fire and Ambulance) 
  • Identify the goals for effective emergency call-taking and call processing.   
  • Efficiently gather and verify critical information and meet call taking and processing goals and ensure quality assurance in all procedures.  
  • Define ethics, values and three P’s – protocol, procedure, and policy and explain their role in the communication center.  
  • Use computer-aided dispatch (CAD) systems, including mapping and recording devices.  
  • Classify caller behavior using ECCS and identify emotional spikes that emergency callers may experience.  
  • Describe techniques for handling calls from foreign-language speakers, people with speech or hearing impairment, elderly, children and /or callers with mental illness.  
  • Use protocols to correctly classify calls for law enforcement/police, fire/rescue and emergency medical services.  
  • Explain legal issues, regulations and legislation that relate to emergency telecommunication. 

International Academies of Emergency Dispatch (IAED)

IAED is the leading body of emergency dispatch experts and the only standard-setting organization for emergency response services worldwide. The organization works in coordination with public safety organizations to ensure that the comprehensive emergency dispatching system is as safe, fast, effective, and up to date as possible. 


People working in emergency telecommunications have different job prospects on where they work in Canada. Emergency telecommunications certificate graduates can gain employment as:

  • Emergency communications dispatcher (911, Police, Fire, EMD)
  • Transportation dispatcher
  • Customer service representative
  • Security dispatcher
  • Switchboard operator
  • Emergency advisor

    According to Job Bank Canada, the average range for Emergency Telecommunicators in Canada is $18.00/hour and $38.00/hour. 


    • 18 Years or Older 
    • Applicant must have good communication skills 


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