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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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The provider should also instruct the customer on the steps in the verification process and assist in selecting appropriate call list telephone numbers. Encouraging customers to provide local numbers for all contacts is preferred, with an emphasis on the use of cellular numbers as the second premises number. It’s advisable to deploy an active program in the monitoring station to identify and correct outdated contact information. Ongoing communication, such as newsletters and bill inserts, after the sale is crucial in maintaining the customer relationship and awareness of false alarm prevention.

Of course, all of this requires a commitment of time, resources and money. But as Vanyo explains, the payoff is well worth the investment.

“By investing a considerably small amount in producing customer collateral, the benefits outweigh the expenditures,” she says. “The key is to do so across all customer touch points - product development, sales, installation, service, monitoring, care, Web sites, E-mails, statement mailers. They are low-cost avenues that provide huge results. At the end of the day, having customers who know exactly what to do in the event of a false alarm is something you almost can’t put a price tag on.”

Technology’s Important Role

The type of equipment, its configuration and installation also play a major role in the incidence of false alarms. Alarm companies are urged to install products that meet the requirements of the SIA CP-01 standard, with all programmable options set to default settings. The devices should also meet all applicable UL standards.

“We have actually had about 90 percent of what is required in CP-01 built into our systems since 1993, long before today’s standard was written and adopted by the industry,” says Vanyo. “Since late 2003, every new panel we install has been CP-01 compliant. We have an actual cancel button on our keypad - different from a cancel feature, which requires a customer to enter a series of numbers.”

To help ensure problem-free installations, technicians ought to be certified as meeting the requirements of National Training School (NTS) Level I or II, or equivalent (such as a documented company training program that is similar in content and duration), as well as meet any state or jurisdictional continuing education requirements. Broadview employs one of the industry’s most thorough technical training regimens. In addition to NTS, technicians must be certified in Fire Alarm Installation Methods (FAIM); go through a 12-week in-house course that includes classroom, in-the-field and online studies; and complete a system service certification that shows they have troubleshooting and resolution skills.

“Our internal Certified Trainer Program has been the single-most successful tool for our technicians. That, coupled with other field training components, rounds out the 12-week program technicians are required to complete before being on their own in the field. We have advanced ongoing training that includes components of the NTS training program,” says Vanyo.

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

About the Author
Scott Goldfine
Scott Goldfine is Editor-in-Chief and Associate Publisher of Security Sales & Integration, directing all editorial aspects of the magazine brand in print, electronically, online and in person. The voluminous, innovative and award-winning body of work he has distinguished himself with since joining the publication in 1998 includes groundbreaking research, landmark features, leadership roundtables, high profile case studies, and many industry exclusives. Well versed in the technical and business aspects of electronic security (video surveillance, access control, systems integration, intrusion detection, fire/life safety), Goldfine is a nationally known figure in demand as an industry presenter and subject matter expert to mainstream media. He is responsible for developing many unique products and programs, including the SSI Industry Hall of Fame, Control Panel (industry’s first E-mail newsletter), Police Dispatch Quality (PDQ), Marketing Marvel, Installers of the Year, Integrated Installation of the Year, Security Industry Census, Systems Integration Study, Installation Business Report, Operations & Opportunities Report, Commercial End-User Study and Security’s Fantastic Fleets. Recognized for his relationship building, integrity and lead-by-example ethic, Goldfine is a solutions-oriented team player who advises and collaborates with industry dealer/integrator, consultant, distributor, central station and manufacturer icons, luminaries and executive business leaders on a daily basis. He is also actively involved in several security events and organizations, including the Electronic Security Association (ESA), Security Industry Association (SIA), Security Industry Alarm Coalition (SIAC), False Alarm Reduction Association (FARA), PSA-Tec, SAMMY Awards, International Security Conference and Exhibition (ISC), Electronic Security Technology Summit (ESTS), Mission 500, Electronic Security Expo (ESX), ASIS Int’l, Honeywell CONNECT and other supplier conventions. Goldfine also serves on several boards, including the CSAA Marketing and Communications Committee and PSA Cybersecurity Advisory Council. A certified alarm technician, former cable-TV tech, audio company entrepreneur, and lifelong electronics and computers enthusiast, Goldfine graduated with honors from Cal State, Northridge with a management degree in Radio-Television-Film. His professional media endeavors have encompassed magazines, Internet, radio, TV, film, records, teletext and books. Goldfine resides in the Charlotte, N.C., area with his wife, son and three cats.
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