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Once your alarm system is activated, it sends a signal to the monitoring
station.
The dispatchers then immediately act on
the signal. See Alarm Monitoring Procedures below to
see our standard response.
Once you or your keyholders are contacted, you should go to the premise
immediately to assist the responding authorities and provide access etc. Follow
the "Your Procedures" link to see some
suggestions.
Alarm Monitoring Information
Last Updated
November 25, 2004
PASSCODE
A passcode is
a number or word (4-10 characters) especially for you, when given to the
Monitoring Station, indicates that you are a valid keyholder. This is similar
to the PIN number that you may use with your bankcard etc. Please memorize your
passcode or use a number or word that is easy to remember. If you set off the
alarm, call the Monitoring Station immediately with your code. If you require
any information from the Station you must have your passcode.
Dispatchers will always ask
for a passcode for all instances. There will be times a passcode is not
necessary but would be better if the keyholder had it.
The code should be easy to remember for the client but we
must keep in mind that they can't choose words or numbers that could be
misinterpreted by the dispatcher. For example, FIRE, POLICE, HELP, 911, HELP
ME...... When a dispatcher hears these words they think the person at the other
end of the phone is under duress and requires assistance. It is a general rule
that any word that could be misinterpreted as a cry for help will not be used as
a passcode. Also passcodes must be 4-10 characters in length. If someone chooses
their initials (2 characters) or anything with 3 characters this will not be
accepted.
Times a passcode are
ABSOLUTELY necessary:
-Someone at premise sets
off alarm & doesn’t want police dispatched.
-Calling a keyholder on a
cell or paging a keyholder to call in.
-Changes to database
information.
-Disconnecting the account.
-Calling in for any
information re: alarms, keyholder info, history……
-Putting an account or part
of an account on disregard or test.
Times a passcode will
be requested but it is acceptable if they don’t have one:
(a first & last name is required)
-When we call a keyholder
at their residence or place of work on a land line (other than the premise) and
the keyholder said not to dispatch (Includes canceling police or not sending the
police). When reaching a keyholder on a cell phone or by pager they must have
the passcode.
-Notifying premise or
keyholder of an A/C failure, low battery, refrigeration, carbon monoxide,
low/high temperature, water level, supervisory, trouble. (UNLESS IT STATES
OTHERWISE IN THE FILE)
If someone doesn’t know
their code we will remind them that there will be times when it is absolutely
necessary that they would need one. (Eg. See above) If the keyholder doesn’t
know it, we will ask them if they could get the passcode from another keyholder
or we could send them a card in the mail.
Standard Monitoring Station
Procedures
Note 1:
Individual instructions by the client always override the standard procedures.
Note 2:
Individual instructions by the dealer always override the standard procedures.
Note 3:
When it states that the dispatcher will call a keyholder we normally will call
down a list and then stop calling as soon as the first contact has been reached.
Note 4:
When we are calling the premise we let the phone ring 6 times and we make 2
attempts. If we reach an answering machine, we will leave a message on the 2nd
attempt for all signals except for Panic, Hold-up, Duress and Ambush. When we
are calling keyholders and reach an answering machine, we don’t normally leave a
message.
Message on machine if dispatching
the authorities:
“This is alarm
co , we have received a type of signal , and we are in
the process of dispatching the authorities. Date & time”
Message on machine if other signals:
“This is alarm co ,
we have received a type of alarm . Date & time”
Note 5:
If we have an alarm and are unable to reach anyone at the premise, or a
keyholder and we didn’t reach an answering machine we follow up with the service
department. If the police were dispatched for a burglary alarm and no
keyholders are available and the premise is insecure, the police will call us
and we will keep trying to reach a keyholder.
BURGLARY
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is a machine a message
will be left on the 2nd attempt.
-
If it’s answered, they will ask
for a security code.
-
If there is no answer, no code,
or an invalid code, they will dispatch the police.
-
Following the dispatch, they will
call a keyholder. Once a keyholder takes responsibility for the call, no other
keyholders are contacted.
-
Notify the police of the
keyholder’s name and an E.T.A.
-
If anyone calls the Station
stating the alarm is false, they must identify themselves with a security
passcode or no action is taken from the phone call.
FIRE
-
The dispatcher will call the fire
department immediately.
-
They will call the premise twice
and let it ring 6 times, if a machine answers the dispatcher will leave a
message on the 2nd attempt.
-
The dispatcher will ask for a
code and inform them of the situation.
-
If no answer, no code or an
invalid code, they will call a keyholder.
-
Notify the fire dept of the
keyholder’s name and an E.T.A.
PANIC/HOLDUP/DURESS
-
The dispatcher will notify the
police immediately.
-
They will then call the premise
twice and let the phone ring 6 times.
-
If no answer, no code or an
invalid code, they will call a keyholder to notify them of the situation (they
do not have to respond).
MEDICAL
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is no answer, they will
dispatch the ambulance.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
They will then call a keyholder.
-
Notify ambulance department of
keyholder & E.T.A.
SUPERVISED
CLOSING/ LATE TO CLOSE
-
If the monitoring station
personnel receive a failure to close, they will call the premise twice and let
the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If there is no answer, no code or
an invalid code, they will call a keyholder.
-
If someone is at the premise, we
will ask for a code, advise him or her to arm the system or provide us with an
alternate schedule.
LATE
TO OPEN/NOT OPENED
Ø
If the monitoring
station personnel receive a “late to open” signal, they will call the keyholders,
ask for a code, advise him or her of the situation and ask for an alternate
schedule.
CARBON MONOXIDE
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If no answer, they will call a
keyholder.
-
If no one is available, they will
dispatch the fire department.
LOW
TEMPERATURE/HEAT LOSS
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt
-
If no answer, they will call a
keyholder.
-
If no keyholder is available, the
dispatcher will leave a message on the premise answering machine if there is
one. A note will be left so the next shift can try to reach someone. The
dispatcher will keep trying until they reach someone.
HIGH
TEMPERATURE
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If no answer, they will call a
keyholder.
-
If no keyholder is available, the
dispatcher will leave a message on the premise answering machine if there is
one. A note will be left so the next shift can try to reach someone. The
dispatcher will keep trying until they reach someone.
HIGH
WATER LEVEL
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If no answer, they will call a
keyholder.
-
If no keyholder is available, the
dispatcher will leave a note for the next shift to try to reach someone. The
dispatchers will keep trying until they reach someone.
LOW
BATTERY (eg/
Battery on panel is low) to be called out 24 hours
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If no answer, they will call a
keyholder.
-
If no keyholder is available, the
dispatcher will leave a note for the next shift to try to reach someone. The
dispatchers will keep trying until they reach someone.
*If low battery on panel continues,
the panel will not be able to send signals to the station. If the system is
armed when the battery dies it may send all burg signals into the station before
it dies.
LOW
POWER/ AC FAILURE
(no power or no power going to panel)
-
Most companies program their
panel to hold this signal for thirty (30) minutes in the panel. If power is
restored, no signal is sent.
-
All low power alarm signals that
reach the monitoring station will be held for thirty (30) minutes to see if
they restore on their own. If so then no action will be taken.
-
If the power is not restored
within thirty (30) minutes, the dispatcher will call the premise twice and let
the phone ring 6 times. (24 hours a day unless otherwise informed)
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If no answer, they will call a
keyholder.
-
If no keyholder is available, the
dispatcher will leave a note for the next shift to try to reach someone. The
dispatchers will keep trying until they reach someone or until the ac failure
has reset. Once reset a keyholder will NOT be contacted.
*If power
stays off the panel battery will get low and it will not be able to send signals
to the station.
REFRIGERATION ALARM
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If no answer, they will call a
keyholder.
-
If no keyholder is available, the
dispatcher will leave a note for the next shift to try to reach someone. The
dispatchers will keep trying until they reach someone.
SUPERVISORY (eg.
trouble with a zone) to be called out 24 hours, unless otherwise stated in file
or on zone
-
The dispatcher will call the
premise twice and let it ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If no answer, they will call a
keyholder.
-
If no keyholder is available, the
dispatcher will leave a note for the next shift to try to reach someone. The
dispatchers will keep trying until they reach someone.
TROUBLE
-
The dispatcher will call the
premise twice and let the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If no answer, they will call a
keyholder.
-
If no keyholder is available, the
dispatcher will leave a note for the next shift to try to reach someone. The
dispatchers will keep trying until they reach someone.
TAMPER
-
If
the monitoring station personnel receive a system tamper, they will call the
premise twice and let the phone ring 6 times.
-
If there is a machine, the
dispatcher will leave a message on the 2nd attempt.
-
If there is no answer, no code or
an invalid code, they will dispatch the police.
-
Then they will call a keyholder.
-
If no keyholder is available, the
dispatcher will leave a note for the next shift to try to reach someone. The
dispatchers will keep trying until they reach someone.
INVALID SIGNAL
An invalid
signal is a zone programmed in the panel but not at the station.
-
The dispatcher will check to see
if the code coming in comes from a zone account that is missing from the
file. If it is, then put the zone account into the file and create a manual
signal and follow the proper procedures for that signal.
-
If the account is not missing a
zone account, the dispatcher will call the premise to determine the source if
known.
-
If answered, they will ask for a
code and an explanation.
-
If there is no answer, no code or
the wrong code they will check the paper file for information and a possible
data entry error.
-
If it’s not a data entry error,
they will call the technician on call (24 hours per day)
-
If no response from the
technician within 15 minutes then they will dispatch the police and call the
keyholders to attend. NOTE: The dispatcher will look at the zones of the
file and if there are only fire codes, the fire department will be
dispatched. If the zones indicate that we only monitor trouble signals no
department will be dispatched
PUTTING AN
ACCOUNT ON DISREGARD OR ON TEST
Ø
If a user or a technician wants to
test the alarm system or work on the alarm system, please call the Station and
give them your name, passcode and the account you wish to test or disregard.
You must indicate the time in which you will be done so the operator can put the
“end time” in the computer. If no “end time” is provided, we will put in 5:00pm
on the day of the call. At the “end time” your account will automatically come
off test. If you are done before the “end time”, you can call the Station and
have them put it back into service. If you want it on test or disregard longer
than the time you originally indicated, you must call the station and let them
know so they can change the “end time” accordingly.
SERVICE
-
When a customer calls in for
service ask them what alarm company they deal with.
-
If they don’t know, search for
the customer in the database and confirm the alarm company with them.
-
The phone number for the alarm
company can be found in the “dealer help”.
New
Alarm Connects
Once the alarm company
provides a valid contract and a completed “monitoring details” form the account
is entered into our Computer Aided Dispatch system within twenty four (24)
hours. In urgent situations by special request this can happen immediately.
As part of our False Alarm
Reduction program, on new burglary type alarms, normally there is a seven day no
dispatch policy. This means that in the event of an alarm in the first seven
days following the installation, the premise and/or the keyholders will be
called and the authorities will not be dispatched. This is an option that can be
overridden.
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