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Broadview’s False Alarm Vigilance

Broadview Security is going out with a bang. On the verge of being absorbed into ADT, the company has received the 5th annual Police Dispatch Quality (PDQ) Award for its outstanding false alarm management program. See what makes the plan so strong.



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Keeping Customers in Control

False alarms originate in customer locations where neither a security professional nor police are typically present. This makes it critical that those customers grasp the proper operation of their system, local permitting requirements and ordinances, what to expect in the event of an alarm, how to handle a false alarm, and the need to minimize unwarranted response by the authorities.

Among the ways this is accomplished before and during a sale: advertising, sales literature and contract must give a realistic expectation of the response that will be made when an alarm occurs; salespeople must explain, prior to installation, local requirements for permits, permit fees and fines for false alarms, if applicable, and assist the customer in obtaining a required permit; and documentation should be provided to the customer that explains the false dispatch issue and tips to reduce the risk of a false dispatch.

Once the sale is made, installers or other employees must instruct new customers about: proper use of the system; if a seven-day test period is used, describe how the alarms will be handled; how to select an arm/disarm code and an identity code; how to determine appropriate entry and exit delay periods; how to prevent false alarms that could occur with the system just installed; how to cancel an alarm or request for dispatch; how to contact the installing or monitoring company for assistance; how to obtain service when the alarm system malfunctions; how an answering machine or “call waiting” may affect alarm verification and cancellation procedures; and how DSL, VoIP or other services may impact the alarm system.

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Article Topics
Business Management · Intrusion · Systems Integration · ESX · Features · Industry Awards · PDQ Award · Trade Shows · All Topics

About the Author
Scott Goldfine
Scott joined SECURITY SALES & INTEGRATION in October 1998 and has distinguished himself by producing award-winning, exemplary work. His editorial achievements have included blockbuster articles featuring major industry executives, such as Tyco Electronic Products Group Managing Director Gerry Head; Protection One President/CEO Richard Ginsburg; former Brink’s Home Security President/CEO Peter Michel; GE Interlogix President/CEO Ken Boyda; Bosch Security Systems President/CEO Peter Ribinski; and former SecurityLink President/CEO Jim Covert. Scott, who is an NTS Certified alarm technician, has become a respected and in-demand speaker at security industry events, including presentations at the Central Station Alarm Association (CSAA) Annual Meeting; California Alarm Association (CAA) Summer and Winter Conferences; PSA Security Network Conference; International Security Conference and Exhibition (ISC); and Security Industry Association (SIA) Forum. Scott often acts as an ambassador to mainstream media and is a participant in several industry associations. His previous experience as a cable-TV technician/installer and running his own audio company -- along with a lifelong fascination with electronics and computers -- prepared Scott well for his current position. Since graduating in 1986 with honors from California State University, Northridge with a degree in Radio-Television- Film, his professional endeavors have encompassed magazines, radio, TV, film, records, teletext, books, the Internet and more. In 2005, Scott captured the prestigious Western Publisher Maggie Award for Best Interview/Profile Trade for "9/11 Hero Tells Tale of Loses, Lessons," his October 2004 interview with former FDNY Commander Richard Picciotto, the last man to escape the Ground Zero destruction alive.
Contact Scott Goldfine: sgoldfine@ehpub.com
View More by Scott Goldfine
ESX, Features, Industry Awards, PDQ Award, Trade Shows


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