Defining the Responsibilities of Alarm Companies, Central Stations
SILVER SPRING, Md.—Every alarm company employee needs to understand his or her responsibilities. Defining the responsibilities of the installing companies and the central stations will help reduce false dispatches.
The National Burglar and Fire Alarm Association (NBFAA) outlines the responsibilities of both installing alarm companies as well as central stations:
Installing Alarm Companies:
– Use quality equipment that incorporates false dispatch reduction features.
– Examine the environment, the sales representative and the installer before installing alarm systems to prevent unnecessary false dispatches.
– Establish standard installation practices.
– Train installers using in-house or association false dispatch training programs.
– Train customers on system features.
– Train customers on various procedures they will need to know to avoid false alarms.
– Educate the customer on the alarm ordinance in their town by making them aware of registration/permit requirements as well as any fines they may accrue.
– Coordinate with the central station on problem customers.
– Call customers to follow-up after an activation and take the opportunity to update/verify that customers records.
– Recommend service contacts and schedule maintenance.
– Complete service calls by the alarm company when needed.
– Establish false alarm reduction goals.
– Measure false alarm statistics and share them with the alarm dealers.
– Identify your problem customers.
– Identify dealers whose false dispatch rate is higher than your goals.
– Enact and enforce a verification policy.
– Establish a cancellation procedure with authorities.
– Establish an action plan with dealers.
– Maintain close contact with installing companies, problem customers and dispatch authorities.
– Know the dispatch/permit requirements of each area you service.
For more information, contact NBFAA at (301) 585-1855.
Source: The False Alarm Network
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