Call management is the core of emergency telecommunications. This course provides the skills and knowledge necessary to assess, control and action calls from the community. You will gain an understanding of multicultural and diversity issues and will demonstrate critical thinking, problem solving and control concepts, as well as decision-making, interpersonal and listening skills. You will practice these skills in conjunction with emergency telecommunications hardware and software in a realistic laboratory experience.

The Research Project/ Field Observation course will provide students with an in-depth research and practical learning experience within an emergency telecommunications centre. The students will conduct research and observe, where possible, in an actual workplace setting the skills and knowledge required for the position of an emergency communicator.

This course will provide an overview of emergency medical care and the theory required by an emergency telecommunicator as a first responder. Content will focus on the signs and symptoms of commonly encountered medical and trauma emergencies, and the management of the call. With this knowledge, students will gain an understanding of the context in which emergency first response medical caregivers work and enable them to respond appropriately.

This course will provide an overview of the legal issues, regulations, legislation and quality assurance practices related to the role of an emergency telecommunicator. Students will also understand the incident documentation required by an emergency telecommunications centre and prepare such documentation.

This course will examine emergency telecommunications equipment from a practical perspective and will concentrate primarily on understanding the various applications, their benefits and limitations. Students will be exposed to and understand the principles behind various computer aided dispatch systems, radio systems, telephone systems, recording systems and other communications equipment found in emergency telecommunications centres.

This course will examine the procedures and management of emergency systems such as system status control, multi-casualty incident control, land systems and air systems. Emphasis will be on quality assurance and safety issues related to the management of emergency systems.

You will gain an understanding of the stresses related to the role of an emergency telecommunicator, as well as the stress that a caller and members of the response team undergo during a crisis. The impact of stress and trauma on personal health and professional relationships will be discussed. Students will learn techniques (e.g. stress management, time management, adapting to change) that will assist them both personally and professionally and in responding to callers in crisis.

This course is designed to help Emergency Telecommunications students develop the strategies used in effective academic, job search, and workplace writing. Students will learn how to use proper documentation when writing a research essay; attract employers? attention with a well written resume and cover letter; and distinguish between critical and extraneous information when writing incident reports. They will also learn how to present information in clear, concise, accurate, factual, and unbiased language and to write assignments that conform to the minimum standards of English grammar, spelling, punctuation, and style. As a value-added feature, the course gives students the opportunity to practice showcasing their skills and experiences during a mock panel interview. They will learn to prepare for actual interviews by first documenting the essential, rather than superfluous, information in their cover letter and resum