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ADS Wages War on False Alarms

While ADS does not stand for Accurate Dispatch Services, given Alarm Detection Systems’ history of false alarm reduction it just as well could. The security provider’s staunch approach, which includes a task force and fewer false dispatches amid baseline growth, has earned it 2007’s Police Dispatch Quality (PDQ) Award.

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Fostering Favor With Law Enforcement

A critical component of operating a successful, respected alarm installation/ services business is establishing and maintaining an amicable, collaborative partnership with law enforcement. This is also one of the overriding criteria for the Police Dispatch Quality (PDQ) Award, which this year was presented to Alarm Detection Services (ADS).

The company’s winning entry cited a multitude of ways in which ADS works closely with law enforcement. SSI asked Norma Beaubien, one of the PDQ judges who serves as director of the Montgomery County (Md.) Department of Police False Alarm Reduction Section and president of the False Alarm Reduction Association (FARA), what makes ADS so unique.

What makes ADS worthy of winning the PDQ Award for false alarm reduction?

Beaubien: The single biggest thing that set ADS apart from other submissions is its creation of a False Alarm Prevention Team, where there are dedicated employees whose sole job is to work with problem accounts to reduce and/or eliminate their false alarms.

As part of this program, the employees are empowered to take whatever means are necessary to reduce false alarms, including visiting customers on-site and switching out equipment when necessary. Additionally, ADS has instituted an excellent, comprehensive in-house alarm technician training program, which is second to none.

How does ADS serve as a role model for other alarm companies?

Beaubien: ADS has a full false alarm reduction program in place that includes education on false alarm prevention, actively pursuing ECV [Enhanced Call Verification] for existing customers, putting tips on its Web site and having technicians leave FARA false alarm prevention tip brochures with customers. These are all initiatives that every other alarm company in the U.S. could institute with little trouble, and which would have a significant impact on the reduction of false alarms.

What procedures did ADS implement that you believe have made the biggest difference?

Beaubien: ADS’ program, which requires staff to contact each and every alarm user after a false alarm has occurred, has definitely made a huge impact on its false alarm rate. By giving personal service in this manner, ADS is able to quickly rectify problems and/or retrain alarm users when needed, before they become a burden to law enforcement.

Programs such as these, coupled with other best practices ADS employs such as installation of CP-01 compliant panels, use of ECV and acceptance of electronic cancellations, helped make ADS the perfect candidate for this year’s PDQ Award.

What does ADS do to foster strong relations with law enforcement?

Beaubien: ADS has worked closely with the law enforcement community for many years in its efforts to reduce false alarms. The company has developed close working relationships with law enforcement in the communities in which it serves, and even has the former city of Aurora police chief employed on as a consultant. ADS contributes to the law enforcement community through workshops designed to educate police and fire officials on advances in alarm equipment and alarm industry initiatives.

What is the value of the PDQ program to the recognized companies, and the alarm industry?

Beaubien: The PDQ Award program seeks to raise the bar for recognizing comprehensive false alarm reduction programs initiated by alarm companies. PDQ winners are viewed as heroes to the law enforcement community because they truly go above and beyond in their efforts to be good corporate partners. They demonstrate, on a daily basis, their willingness to get involved through the implementation of false alarm reduction programs in their own companies and through the expenditure of resources to have a positive impact on reducing false alarms to which law enforcement responds. If even one other company institutes a false alarm reduction program because of what they see PDQ winners doing, then it has been a great success and reflects well on the alarm industry as a whole. 

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Article Topics
Fire/Life Safety · Fire/Life Safety 2 · Alarm Detection Systems ADS · Custom Alarm · Features · Industry Awards · PDQ Award · Reducing False Alarms · 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.
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