ECP250 - Emergency and Crisis Call Management

Outline info
Last revision date 2017-11-21 11:34:23.502
Last review date 2017-11-21 11:34:29.22

Subject Title
Emergency and Crisis Call Management

Subject Description
Emergency and Crisis Call ManagementNo one ever knows when the unexpected will happen and emergency communicators need to be trained consistently and continually in emergency and disaster management. This subject will demonstrate the principles of a disaster showing how they are to be handled. Management of crisis calls, including effective communication skills in crisis intervention, dealing effectively with difficult callers, identifying critical incident stress and evacuation procedures will be examined through lectures and practical based scenarios. The student will practice advanced communication skills through the role-play of crisis intervention techniques.

Credit Status
This is a 911 & Emergency Services Communications Program prescribed credit.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Define the roles, responsibilities and resources in disasters and emergencies.
2. Describe the history, purpose, effective deployment and incidents of the CBRN Response Team
3. Demonstrate techniques used to handle a caller who is in crisis.
4. Identify and develop a list of types of calls coming in to a communications centre where the caller is in crisis (fire, ambulance or police calls.)
5. Demonstrate techniques for proper handling of various types of emergencies.
6. Define the different types of crisis encountered by Emergency Communicators.
7. Identify organizational resources available for dealing with stress including Critical Incident Stress Teams and the Employees Assistances programs.
8. Explain the nature of suicide and identify how age, gender and other factors affect suicidal behaviours.
9. Identify basic criteria for effective communication in a conflict or crisis situation, including the use of proxemics, effective verbal communication and listening skills.
10.  Through class discussion, role playing exercises and individual activities, apply the new understanding of conflect types and crisis situations, their stages of escalation and the various methods of intervention and de-escaltion.

Cheating and Plagiarism
Each student should be aware of the College's policy regarding Cheating and Plagiarism. Seneca's Academic Policy will be strictly enforced.

To support academic honesty at Seneca College, all work submitted by students may be reviewed for authenticity and originality, utilizing software tools and third party services. Please visit the Academic Honesty site on for further information regarding cheating and plagiarism policies and procedures.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Disabilities Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Mode of Instruction
This subject will be taught using a combination of lectures, discussions, independent study, work groups and practical application.

Prescribed Texts
Elements of Crisis Intervenion: Crisis and How to Respond to Them, Greenstone/Levington, Brooks/Cole Cengage Learning

Reference Material
Critical Thinking: Argument & Argumentation, Saidon, Nelson Canada

Emergency Services Stress, Mitchell/Brady, Brady/Prentice Hall

Promotion Policy

Grading Policy
A+ 90%  to  100%
A 80%  to  89%
B+ 75%  to  79%
B 70%  to  74%
C+ 65%  to  69%
C 60%  to  64%
D+ 55%  to  59%
D 50%  to  54%
F 0%    to  49% (Not a Pass)
EXC Excellent
SAT Satisfactory
UNSAT Unsatisfactory

For further information, see a copy of the Academic Policy, available online ( or at Seneca's Registrar's Offices.

Modes of Evaluation
Mini-­‐ quizzes – 10%
Crisis Journal – 10%
PTSD paper 20%
Group Presentation – 15%
Critical Thinking Assignment – 15% Tests (midterm and final) – 30%

Approved by: Sandra Noble