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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 · 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.
Contact Scott Goldfine: [email protected]
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Electronic Security Expo, Features, Industry Awards, PDQ Award, Trade Shows

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