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Emergency Response Protocol.

Welcome to Accurate Security.

 

Our Emergency Response Protocol is a guideline for how we respond to your Alarm Situtatons.

 

This information outlines Accurate's standard procedure for various security and safety alarm response — if you have different requirements please detail on the contract and appropriate dispatch instructions will be entered.

It is very important that customers understand Accurate Security's standard protocol & procedure — all passcode information should be included with the contact list at the time of installation and we should be informed when you make any changes to your contacts.

 

 

NOTE: Ottawa Police requires Accurate Security to attempt verification prior to dispatch in order to reduce false alarms.

 

Intrusion Alarm Response Protocol

 

Standard Procedure

The standard procedure is to verify all alarms by calling the premise. The station operator will allow the phone to ring 6-7 times. (Some answering machines do not pick up until the 6th ring). If the phone is not answered, the authorities will be dispatched.

 

In these cases, a good alternative to Police Authority dispatch for residential clients is Guard Response Service — after the operator attempts verification at the premise and the phone is not answered guards would be dispatched and the operator would continue calling the listed keyholders to attend.

 

After the guard attends and it is determined that there is a problem, police attend without further delay because it is a verified intrusion.

 

If the phone is answered, the operator will ask the person to identify him or herself with a name and a passcode. The passcode will be checked against the list of valid passcodes on the account and specific to the person they are speaking with. If the passcode does not match or is incorrect, the authorities will be dispatched.

 

The operator will continue to call the rest of the people on the call list to attend to the premises. The alarm is then held for further updates from the authorities and or keyholders attending.

NOTE: This is Accurate's standard procedure for Intrusion Alarms - if you have different requirements please detail on the contract and appropriate dispatch instructions will be entered.

Fire Alarm Response Protocol

Standard Procedure

The standard procedure is to verify all fire alarms by calling the premise. The station operator will allow the phone to ring 6-7 times (Some answering machines do not pick up until the 6th ring).

If the phone is not answered, the authorities will be dispatched immediately. If the phone is answered, the operator will ask if the Fire Department is required — the operator will also ask for a cause — if there is no reason for the alarm to have gone off the operator will ask the person on site to check the premise to ensure that everything is okay. If the person on site is not sure, the Fire Department will be dispatched to ensure the customer's safety — unless the customer specifically states not to dispatch. (NOTE: a passcode is not required for fire alarms).

Medical Alarm Response Protocol

Standard Procedure

The operator will call the premise to verify if this is a false alarm. If the phone is not answered, the operator will dispatch authorities immediately.

The Operator will continue to call all keyholders to advise so a responsible party can gain access to the premise. If contact is made with a keyholder the operator will contact the ambulance service and advise estimated time of arrival (ETA) and who is attending. If contact is not made for a keyholder to attend and the ambulance attendants or paramedics cannot determine if this is a false alarm they may request the police to attend to gain entry to the premise.

Accurate Security does not authorize attending authorities to forcibly gain entry to the premise and will not be held responsible for any costs associated should this situation occur.

 

If the phone is answered, the operator will ask if an ambulance is required — the operator will also ask for a cause — if there is no reason for the alarm to have gone off the operator will ask the person on site to check with everyone at the premise to ensure that no one else requires medical attention. (NOTE: a passcode is not required for medical alarms).

Panic Alarm Response Protocol

Standard Procedure

Pushing a button on a Keypad, Pendant or Under Counter Button activates a panic alarm.

In case of panic alarm, the operator shall: • Call premise • If no answer or the operator is not able to verify person on site within one minute, the operator will dispatch Police Department (NOTE: Accurate Security does not dispatch Guard Service to a Panic Alarm). • The operator will continue to notify a keyholder to attend with the Police Department • When a keyholder has been contacted the operator will advise the Police Department of the contact name & estimated time of arrival (ETA). • The alarm is then held for 30 minutes for follow-up with keyholder and or authorities.

NOTE: If a cancel is received with a Panic, it is ignored unless Voice Contact is made with a person on site and a Valid Passcode has been given). (NOTE: if authorities have been dispatched they may not be cancelled - most Police Departments will attend on a PANIC once dispatched. If false alarm fines are incurred they will be the customers responsibility).

Power Loss or Low-Battery Alarm Response Protocol

Standard Procedure

Residential Accounts: The monitoring station operator will call the premise and/or keyholders between 08:00 - 22:00 Subscriber Time to inform them of power loss to their security system. Commercial Accounts: The operator will call the premise and/or keyholders 24 hours a day to advise of low battery.

 

If an AC loss and a low battery signal are received from a site — whether Commercial or Residential, the operator will immediately contact someone at the site, or a keyholder, to advise.

 

 

 

 

 

 

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