ALARM RESPONSE PROCEDURES, TIPS AND FAQ'S

(05/03/2013) JOHN WILLIAMS CENTRAL STATION MANAGER ALARMCO, INC

WHAT WE DO WHEN WE RECEIVE A FIRE ALARM

 

Residential

·       Call the premises and try to verify if everything is all right

·       Notify the fire department if we are not able to reach someone at the premises

·       Dispatch a security officer to the property

·       Call the remaining numbers on the list until we reach someone or exhaust the list

 

Business

·       Notify the fire department

·       Call the premises and try to verify if everything is all right

·       Dispatch a security officer to the property

·       Call the remaining numbers on the list until we reach someone or exhaust the list

 

Important note about the information above

Each police and fire agency has their own set of rules which determines how they will respond to alarm notifications from alarm companies.  If you are not sure about what the policies are for the police or fire department in your area please contact us.

 

WHAT WE DO WHEN WE RECEIVE A BURGLARY ALARM

·       Call the premises and try to verify if everything is all right

·       Call the first two contact numbers that you provided to us

·       Dispatch one of our security officers to the property

·       Notify the police department in your jurisdiction

·       Call the remaining numbers on the list until we reach someone or exhaust the list

 

WHAT WE DO IF WE RECEIVE A HOLD UP ALARM FROM A BUSINESS

·       Notify the police department

·       Wait 30 minutes

·       Call the premises and try to verify if everything is all right

·       Call the remaining numbers on the list until we reach someone or exhaust the list

·       Dispatch a security officer to the property if unable to contact someone at the premises or on the list

 

WHAT WE DO IF WE RECEIVE A PANIC ALARM AT A RESIDENCE

·       Call the premises and try to verify if everything is all right

·       Dispatch one of our security officers to the property

·       Notify the police department in your jurisdiction

·       Call the contact numbers that you provided to us  

 

WHAT WE DO IF WE RECEIVE A LOW BATTERY

Call the premises and try to verify if everything is ok

Call the contact numbers that you provided to us

Dispatch one of our security officers to the property

Write the system up for service if we are the company who services it

 

WHAT WE DO IF WE RECEIVE A SUPERVISORY ALARM

Call the premises and try to verify if everything is ok

Call the contact numbers that you provided to us

Dispatch one of our security officers to the property

Write the system up for service if we are the company who services it

 

WHAT WE DO IF WE RECEIVE A POWER FAILURE

Call the premises and try to verify if everything is ok

Call the contact numbers that you provided to us

Dispatch one of our security officers to the property

Write the system up for service if we are the company who services it

 

WHAT WE DO ON UNSCHEDULED OPENINGS AND LATE TO CLOSES

Try to reach someone at the premises

Call the contact numbers that you provided to us

Dispatch one of our security officers to the property

Find out who is there and how long they will be there

Adjust the schedule accordingly if we are able to contact someone

 

WHAT OUR SECURITY OFFICERS DO IF THEY RESPOND

The security officer who is closest to the location will be dispatched.  Upon arrival they will exit their vehicle and check the entire perimeter of the property.  They will make sure there is no evidence of forced entry or other unusual activity and report back to our Central Station before they clear.

 

WHAT HAPPENS IF THE SECURITY OFFICER FINDS A PROBLEM WHEN THEY RESPOND TO YOUR ALARM

The security officer will report the results of their investigation back to the Central Station.  The Central Station will notify the authorities when appropriate and then attempt to re-contact the people listed on your call list to update them on the situation.  If the person contacted responds the Security Officer will remain at the site until they arrive. 

 

WHAT HAPPENS IF THE SECURITY OFFICER CANNOT ACCESS THE PROPERTY OR PART OF THE PROPERTY

The security officer will report the results of their investigation back to the Central Station.  The Central Station will attempt to re-contact the people listed on your call list to update them on the situation and what the Security Officer was able to find.

 

WHAT HAPPENS IF WE GET A BUSY SIGNAL WHEN WE CALL THE PREMISES AFTER AN ALARM

The Operator will make two attempts to call back if they get a busy signal when they call the premises after an alarm is received.

 

WHAT YOU SHOULD DO IF YOU ACCIDENTALLY SET YOUR ALARM OFF

Dial 384-2000 as soon as possible and advise our 24 hour Central Monitoring Station that everything is ok.  They will need your passcode for identification so please have it ready when you call.

 

WHAT SHOULD YOU DO IF YOU ARE GOING OUT OF TOWN

Dial 384-2000 and advise our 24 hour Central Monitoring Station that you will be going out of town.  They will need your passcode for identification so please have it ready when you call.  Let them know how long you will be gone and whether or not you expect anyone to be at the property while you are out of town.  You should also let them know at that time if there is anyone special they should contact in the event that a signal is received before you return.

 

WHAT HAPPENS IF YOU SET THE ALARM OFF AND CANNOT REMEMBER THE PASSCODE OR YOU GIVE AN INVALID ONE

The operator will ask your name and ask you to hold while they attempt to contact someone from the call list who can verify whether you are authorized to be there.  If they are unable to contact someone they will dispatch a Security Officer to check your identification and make sure everything is ok. 

 

WHAT WILL HAPPEN IF YOU GIVE US A VERBAL DURESS CODE OR ENTER THE DURESS CODE INTO YOUR KEYPAD

The operator who receives it will immediately call 911 and notify the police department that we are receiving a duress signal or verbal duress code from your property and that this type of signal could possibly indicate that there is a hostage situation in progress.

 

PROVIDE US A KEY IF YOU GO OUT OF TOWN FREQUENTLY OR IF YOU WANT US TO HAVE ONE IN CASE YOU ARE NOT AVAILABLE

If you are out of town frequently or just want someone else to have a spare key just in case something happens you can leave one with us.  All the keys that have been provided to us are kept in a secure location inside our Central Station.  Access to them is strictly controlled and accounted for by our central station staff. 

 

HOW TO TEST YOUR SYSTEM AND WHO TO CALL WHEN YOU DO

Dial 702-384-2000 and advise the operator that you would like to test your system.  Provide the operator with your passcode for identification as well as the address of the location you will be testing at.  Hang up and arm the system.  Open a door or window that does not have a delay time on it.  Wait for the system to sound for at least 20 seconds before you disarm it and then call the operator back.  Under normal conditions they should receive the signal in a minute or less. 

« Back to Blog