Vector Security Earns PDQ Runner-Up Honors for Superb Alarm Management
Vector Security is the first and only two-time winner of the Police Dispatch Quality (PDQ) Award, earning the honor in 2006 and 2013.
After an installation, Vector Security technicians complete a detailed Customer Acceptance Checklist that includes best practices to avoid false alarms.
Through the years super-regional Vector Security of Warrendale, Pa., has established itself as one of the electronic security industry’s more successful and best run installation and monitored services providers.
These actions have led to the company capturing numerous awards from myriad organizations, including being the first and only two-time winner of the Police Dispatch Quality (PDQ) Award (2006 and 2013).
Despite all that glory, Vector Security, which is led by President/CEO Pam Petrow, who is also president of The Monitoring Association (TMA, formerly CSAA) and an SSI Industry Hall of Famer, refuses to rest on its laurels.
Vector Security, which operates its own TMA Five Diamond central station, once again demonstrated a concentrated and comprehensive alarm management program that fell just shy of winning the 2017 PDQ honor. Here, Vector Security Dispatch Reduction Manager/Central Station Supervisor Afornia Hawthorne and Vice President of Central Station Services Anita Ostrowski detail key elements of the company’s banner program.
Why is alarm management so important to Vector Security and how is that evidenced throughout the organization?
AFORNIA HAWTHORNE: Alarm management is important to Vector Security because we want our customers and public safety officials to know that we care about proper usage of alarm systems, and the impact it presents when requesting unnecessary emergency response in the community.
ANITA OSTROWSKI: It’s important for us to ensure that emergency personnel resources are reserved for true emergencies, not false dispatches, so that people who truly need emergency response are able to get help quickly.
What are some other noteworthy developments within Vector Security’s alarm management during the past year?
HAWTHORNE: Management has become more proactive in addressing potential user errors and/or mechanical issues with our customers. We strategize our focus on repeat offenders by making applicable recommendations and educating them on false alarm prevention.
What are the top alarm management challenges facing Vector Security right now; how are they being addressed?
HAWTHORNE: I see four key areas. First is communication with the alarm user — we address this by having multiple ways of notification, for example phone calls, letters, emails, etc. Training and understanding the importance of proper usage of the alarm equipment, which we address by educating our customers, scheduling service, offering recommendations/tips, making system modifications, and more.
Penalties associated with local ordinance requirements, including registration validation and customer information verification. Lastly is maintaining customers due to false alarm fees, which involves reviewing user responsibilities, retraining and verifying understanding of the objective of false alarm reduction and local ordinances.
OSTROWSKI: We also offer education through website material — specifically on our Customer Knowledge Base — where we have a section dedicated to false alarm prevention. Additionally, our home security blog features a number of posts related to false alarm prevention. These articles are then repurposed and shared on social media; and we leverage online training offered by The Monitoring Association.
What alarm response initiatives are Vector Security most focused on right now, and why?
HAWTHORNE: Building and maintaining customer and public safety relationships … reaching out to our customers and letting them know that we are leaders in the industry who continue to steer the helms of excellence in customer service. We are trend-setters in the industry with relevant technology tailored to meet the needs of the customer.
The firm’s website offers customers false alarm resources.
OSTROWSKI: Working closely with public safety agencies and community groups to review best practices and uncover opportunities for continuous improvement and education.
Anything else to add on false alarm management?
HAWTHORNE: Vector Security is extremely dedicated to false alarm reduction. We are committed to educating and developing alarm user scholars through training, awareness and understanding.
OSTROWSKI: We were the first in the industry to develop a 12-point false alarm reduction program to ensure that valuable time and resources are reserved for true emergencies. We continue our efforts to lead in false alarm reduction.
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About the Author
Scott Goldfine
Scott Goldfine is the marketing director for Elite Interactive Solutions. He is the former editor-in-chief and associate publisher of Security Sales & Integration. He can be reached at [email protected].
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