False Alarms

1
False Alarms Signal Management

• ESX 2008
• Nashville, TN
• June 26, 2008
• Stan Martin, SIAC
• Pat Killian, Vector Security

2
Our Discussion Will Include

• Dispatch Reduction Programs
• What the industry is doing to reduce false
  dispatches
• What the AHJs are doing to reduce false
  dispatches
• What they have in common
• How Dispatch Reduction Can Reduce Operator
  Actions, Signals to the Central Station

3
What Defines A Successful False Dispatch
Reduction Program?

• A successful false dispatch reduction program is
  one that saves resources for all involved,
  increases officer safety, promotes the
  responsible use of life safety systems and
  encourages an open, honest dialogue among public
  safety, the alarm industry and the alarm
  user. Norma C. Beaubien, Director False
  Alarm Reduction Section Montgomery County
  Police Department Past President, FARA

4
Successful Dispatch Reduction Programs - Industry

• Include
• Awareness and Responsibility
• ECV
• ANSI/SIA CP-01 Compliant Panels
• Soak Periods
• Education User and Employee Training
• Counseling offenders for excessive false alarms
• TEAMWORK

5
Awareness

• How big is the problem within your company? With
  your dealers?
• Understand your account base
• Commercial
• Residential
• Electronic Security
• Fire
• Medical
• Measure and Track Dispatch Rates
• Dispatches/ Accounts Dispatch Rate
• Track all dispatch types

6
Take Responsibility

• It is a situation that needs to be addressed by
  the entire industry. In fact, it is the only
  ethical thing to do.
• Bob Bonifas, CEO
• Alarm Detection Systems
• Security Sales Integration
• May 2008

7
Enhanced Call Verification
8
What is ECV?

• Enhanced Verification is the attempt by
  monitoring facility personnel to verify that no
  emergency appears to exist, at the monitored
  premises, by means of more thorough procedures
  such as two (2) or more verification calls, live
  audio or video, cross zoning, other means or a
  combination of these procedures.

9
Proven Method

• ECV is a proven method to reduce false dispatches
  by 20 - 45 reported by alarm companies and
  public safety
• Combined with other measures, reductions have
  been reported as high as 70

10
ECV Benefits

• Reductions
• False Dispatches
• Operator Actions
• Outgoing Calls
• Response Times
• Fines to customers

11
Benefits Outweigh Disadvantages

• Lets look at reality
• Burglary is considered a property crime,
  therefore a lower priority response in most
  cities/counties.
• Law enforcement will respond to life safety calls
  before property crimes
• Delay in response is already built in by law
  enforcement
• ECV is mandated in some states and many
  cities/counties and on the rise

12
Enhanced Call Verification

• Florida, Virginia, Tennessee, and Delaware
  mandate ECV through state law or code
• Many cities/counties across the country require
  ECV through ordinance or policy

13
ANSI/SIA CP-01 Compliant Alarm Panels

• Allows for the reduction of false dispatches
  through the control panel
• Entry/Exit Delay Times
• Electronic Cancellation
• Exit Errors
• Swinger Shut Down
• Manual Alarms
• Control Buttons
• Duress Codes
• Added benefit is reduction of alarm signals to
  the central station
• Reduction in phone line costs and operator
  actions

14
Soak Periods

• 7-Day Training
• of ordinances requiring 7-Day Training on the
  rise
• Systems go on line before users are familiar with
  their alarm systems and central station
  procedures
• Follow up at the end of 7 days
• Invaluable Customer Service!

15
Education - User

• User
• Upon Sale/Installation
• Equipment
• Central Station Procedures
• Service/Inspection
• False Alarm Reduction
• When Dispatch Occurs
• Contact is important

16
Education - Employee

• Employees
• Association Training
• False Alarm On Line Training
• NTS Level I/II
• NICET
• Central Station Operator Level I/II
• Awareness
• All employees must understand the importance of
  false dispatch reduction and the role they play
  in resolving the problem

17
Multiple Offenders

• Identification
• Look for those flying under the radar
• Counsel
• Determine the issues creating dispatches
• Users
• Equipment
• Environmental
• Resolution
• Use temporary measures until a permanent solution
  can be found

18
Teamwork

• Commitment has to be from the top down
• Everyone Needs to be Involved
• Involvement must be both internal and external
• AHJ
• Associations
• Industry and Public Safety
• Be Actively Involved
• Paying dues isnt enough

19
Results

• ECV only 20 - 45 reduction in dispatches
• Combined with other measures, dispatches reduced
  by another 10 - 30
• Reduced operator actions and signals to the
  central station Increased response times,
  reduced phone line costs, and greater customer
  satisfaction

20
Dispatch Reduction Programs Costs

• Costs Vary
• Type of program
• Staffing
• Administrative
• Costs can be offset
• Reduced phone line costs
• Reduced operator actions
• Increased customer satisfaction customer
  retention

21
Successful Dispatch Reduction Programs Public
Safety

• Include
• Alarm Registration/Permitting
• ECV
• ANSI/SIA CP-01 Panels Required
• Soak Periods
• Alarm Users School
• Alarm Dispatch Tracking
• Alarm Business Licensing
• Inspections
• Fines for excessive false alarms
• TEAMWORK

22
Results

• Little Rock, AR 66 reduction through ECV,
  Registrations, Fines
• Arkansas Democrat Gazette, August 2006
• Eau Claire, WI 40 reduction through ECV,
  working with alarm companies
• WEAU - TV, August 2006
• Cape Coral, FL 56 reduction through ECV,
  Registrations
• News Press, May 2007
• Olympia, WA 70 reduction since 2003 through
  ECV, Registrations, Fines
• Olympia, WA Alarm Policy Report.

23
Public Safety and Industry Sharing a Common
Goal

• Dispatch Reduction Programs are similar in design
  and implementation
• ECV
• ANSI/SIA CP-01 Requirements
• Soak Periods
• Training/Education
• Tracking of Dispatches/Dispatch Rates
• Teamwork

24
Summary

• False dispatch reduction is our problem to solve
• ECV needs to be the standard, not the exception
• Combined with additional measures, we can reduce
  false dispatches to an acceptable level
• Dispatch reduction programs can lower operating
  costs
• If we dont solve the problem, we will see more
  areas move to Verified Response or No Response
• Who needs a monitored alarm system if police
  refuse to respond?