Alarm Monitoring Protocol

Monitoring and Alarm

• When triggered, a notification from the equipment is sent out about 20 to 30 seconds after the alarm starts sounding. This is to provide the alarm owner an opportunity to key in the proper coding to shut it down before the alarm service is notified if triggered by accident.

  Depending upon the sophistication of the software that the monitoring company is using, various information will pop up on an operator's monitor. The basic information concerning addresses, phone numbers and passwords will be there, but it may also include medical information, any handicaps and ages of the household members.

First Call

• The first call to the home/business usually goes out from the monitoring station within 60 seconds from the time the alarm sounds. With some alarm equipment the operator can speak and hear directly through the system main box. This means that no phone needs to be picked up and answered.

  If the operator determines by speaking to a person with a correct password that the alarm was in error, then everything is reset and it is considered a nonincident. If there is a true emergency, the operator will then communicate directly with the local authorities and explain the situation. If no one answers the call or speaks to the operator, then many states and cities are now requiring a new protocol be followed to reduce the high number of false alarms.

Enhanced Call Verification

• The requirement for a "second call" from the monitoring company is known as "enhanced call verification (EVC)." Securityinfowatch.com writes that, "ECV is a proven tool in reducing false alarm dispatches."

Second Call

• This call goes to a number provided by the alarm owner, and is often their cell number. It should be a number that is available and monitored 24 hours a day. If there is no answer, or the alarm owner is unable to verify a false alarm, the company then calls the proper authorities.

Call to Authorities

• Depending upon the local emergency communication system, this call may be sent directly to the 911 operator. The monitoring operator provides the information necessary, including address and the closest main intersection. If their equipment allows, they may continue to monitor the location for any significant noise that they can pass on to the authorities.

Follow Up

• Some alarm companies will follow up within 48 hours to check on the customer. They are interested in finding out what actually happened and if their system played a part in stopping or minimizing an incident.