These are the steps our operators follow in each emergency situation.
*Password or code word is required on every alarm type
BURGLARY ALARM
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Operator verifies with site over 2way voice.
If there is someone on site with a wrong password or no password, the operator will immediately discontinue the call as politely as possible and dispatch agency (guard service or local police). They will then call the Emergency Contact to verify them, updating the agency of the outcome.
If no contact is made, verification is made through the Emergency Contact list.
Dispatch agency (guard service or local police) if requested or if Emergency Contact cannot be reached.
FIRE ALARM
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Operator verifies with site over 2way voice.
If there is someone on site with a wrong password or no password, the operator will immediately discontinue the call as politely as possible and dispatch agency (guard service or local police). They will then call the Emergency Contact to verify them, updating the agency of the outcome.
If no contact is made, verification is made through the Emergency Contact list.
Dispatch agency (guard service or local police) if requested or if Emergency Contact cannot be reached.
CARBON MONOXIDE
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Operator calls site over 2way voice and advised to "move outside and wait for the Emergency Department.
Emergency Department is dispatched regardless of what is said or if the password is verified. The operator will advise dispatch of any interaction on site. If no contact is made at site, operator will notify an Emergency Contact to meet and then update dispatch.
DURESS
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Operator listens in over 2way voice.
Police Department is dispatched.
PANIC ALARMS (panic, keypad alerts, fob)
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Operator calls first Emergency Contact. If a Contact is on site and unable to verify a password, the operator dispatches the Police Department. Also, if there is no contact on site, the operator will dispatch the Police Department.
COMMERCIAL PANIC, KEYPAD ALERTS, HOLD-UP ALARMS
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Operator listens in only over 2way voice.
The Police Department is dispatched.
MEDICAL ALERTS
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Operator verifies with site over 2way voice.
Emergency Medical Services (EMS) is dispatched.
ENVIRONMENTAL (Temperature, Freezer, Cooler)
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Verify with site over 2way voice.
If there is no answer or the contact is not able to verify the password, the Emergency Contact is notified.