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Central Station Operator Course. DigiCom, Inc. Central Station Operator Course. WELCOME!. Course Schedule. Day 1 Introduction and Administration Unit One: Operational Overview Unit Two: The Central Station Operator Role. Day 2 Unit Three: Alarm Verification

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slide2

DigiCom, Inc

Central Station Operator Course

WELCOME!

slide3

Course Schedule

Day 1 Introduction and Administration

Unit One: Operational Overview

Unit Two: The Central Station Operator Role

Day 2 Unit Three: Alarm Verification

Unit Four: Personnel Guidelines for the Central Station Operator

Day 3 Unit Five: Communications

Unit Six: Central Station Equipment

Day 4 Unit Seven: Underwriter’s Laboratories/ Factory Mutual

Unit Eight: Telephone and Radio Communications

Day 5 Unit Nine: Emergency Procedures

Final Examination and Course Evaluations

slide4

Unit One:

Operational Overview

Know your objectives!

slide5

People of the Alarm Industry

Customer-End User, Subscriber, SB’s

Alarm Installer

Central Station Operator

Authorities

slide6

Alarm Systems by Security Function

  • Burglar Alarm Systems
  • Fire Alarm Systems
  • Emergency Alarm Systems
  • Specialized Supervisory Alarm Systems
slide7

Alarm Equipment

Detection Devices

Control Panels

Alarm Receivers

slide8

Lights

Bells

Sirens

Detection Devices

Perimeter Protection

Area Protection

Object Protection

Control Unit

Reporting Unit

Central Station

Monitoring Office

Radio

Telephone

Cellular

Internet

slide9

Security Alarm Call Flow

Example:

Attempt to Verify

Signal Sent

Dispatch

Notify Key holders

slide10

Fire Alarm Call Flow (Residential)

Example:

Attempt to Verify

Signal Sent

Dispatch

Notify Key holders

slide11

Fire Alarm Call Flow (Commercial)

Example:

Dispatch

Signal Sent

Call Premises

Notify Key holders, if needed

slide12

Personal Emergency Response System

Example:

Subscriber pushes Pendant

Signal Sent

Attempt to Verify

Contacts Notified

Operator notifies medical authorities of situation and important medical information

slide13

Supervisory Alarm Systems Call Flow

Oxygen sensor sends signal

Operator notifies contact list of trouble condition

slide14

Chapter 1 Review Questions

  • WHAT ARE THE FOUR SETS OF PEOPLE THAT MAKE UP THE ALARM INDUSTRY?

2. WHAT ARE FOUR TYPES OF ALARM SYSTEMS?

3. WHAT IS THE CALL FLOW FOR A COMMERCIAL FIRE ALARM SYSTEM?

slide15

Chapter 1 Review Questions

  • WHAT ARE THE MAJOR CATEGORIES OF ALARM EQUIPMENT? DESCRIBE THEM AND PROVIDE AN EXAMPLE OF EACH.

5. DESCRIBE CALL FLOW FOR A SECURITY ALARM.

slide16

Unit Two:

Verification Procedures

Know your objectives!

slide18

Assisting Technicians

  • Place accounts on test
  • Report signal history
  • Diagnosing Possible Problems
    • Caller Id Mismatch
    • Transmission Errors
    • AHS Table
slide19

Assisting Customers

  • Placing Account on Test
  • Giving Signal History
  • Contact Info for Service
  • Changing or Updating Account Info
slide20

Alarm History Information

Know DigiCom’s procedure regarding confidentiality and release of information

Data Entry and Automation

Know DigiCom’s procedure regarding data entry

slide21

Unit Two: Review Questions

1. WHY ARE CENTRAL STATION OPERATORS NEEDED?

2. GENERALLY DESCRIBE THREE ALARM VERIFICATION PROCEDURES.

3. HOW MIGHT YOU ASSIST A CUSTOMER?

4. WHAT PROCEDURES ARE USED IN YOUR COMPANY TO RESEARCH, COMPILE AND RELAY ALARM HISTORY INFORMATION? WHO IS ALLOWED TO HAVE THIS INFORMATION?

slide22

Unit Two: Review Questions

5. WHAT RESPONSIBILITIES DO YOU HAVE FOR THE ENTRY OF DATA INTO THE AUTOMATION SYSTEM? WHAT PROCEDURES DO YOU USE?

slide23

Unit Three:

Alarm Verification

Know your objectives!

slide24

Verification

ELECTRONIC

VERBAL

slide25

Verification Procedures

Operator will call premises and attempt to obtain the pass code.

5 Rings and two attempts

3 calls if phone is busy

Recalls made immediately one after another

If dispatch is made, police should be informed of a possible unauthorized person on premises.

If no pass code is given or an incorrect pass code, we attempt to verify the person’s authority to be on premise.

slide26

Contacting Public Safety Dispatch System

Emergency Call comes In

Call taker gathers information and places it into the computer system for dispatch

Appropriate resources are dispatched. Additional information is relayed as it is received.

slide27

Information Relay: Be Quick, Accurate & Clear

  • Identify your company
  • Provide the location on the alarm
  • Provide a short description of the nature of the alarm
  • Provide specific information about the alarm system, if available

The Call Taker will “lead the call, asking questions as needed.

slide28

Notifying Key Holders and Contact Persons

Tell the key holder:

  • Who you are
  • Why you are calling
  • What the situation is
  • Not to enter the protected premises
  • Wait for the response agent(s)
slide29

Notifying Key Holders and Contact Persons, know DigiCom’s procedures

  • What to say
  • Company policies on leaving messages on answering machines
  • Company policy on leaving messages with people
  • Company policy when unable to locate anyone
verification procedures
Verification Procedures
  • Residential Panic Alarm
  • Fire Alarm Signals
    • Household
    • Commercial
  • Personal Emergency Response
    • Panic
    • Medical
  • Specialized Supervisory Alarm Systems
slide31

Unit Three: Review Questions

1. WHAT DO THE TERMS ELECTRONIC VERIFICATION AND VERBAL VERIFICATION MEAN?

2. WHY IS VERIFICATION NECESSARY?

3. THERE ARE THREE PRIMARY RULES TO BE FOLLOWED WHEN RELAYING INFORMATION TO THE PUBLIC SAFETY COMMUNICATIONS CENTER. WHAT ARE THEY?

4. WHAT PROCEDURES DO YOU USE TO NOTIFY EMERGENCY RESPONSE SERVICES?

slide32

Unit Three: Review Questions

5. WHAT PROCEDURES DO YOU USE TO NOTIFY A CONTACT PERSON OR THE SUBSCRIBER?

6. WHEN DO YOU MAKE FOLLOW UP CALLS? WHAT PROCEDURES DO YOU USE TO MAKE THESE CALLS?

slide33

Unit Four:

Personnel Guidelines

For the Central Station Operator

Know your objectives!

slide34

Licensing Requirements

Licensing requirements vary from state to state, city to city, and company to company. Know the licensing requirements for the areas your company monitors.

slide35

Moral and Legal Obligations

A homeowner has her house burglarized. The television and stereo are missing, but so are the antique coins the her grandfather gave her on her eighteenth birthday they can not be replaced.

A small retail clothing store catches fire from faulty electrical hookups in the back of the store. The store smolders for about five hours, then violently explodes into flame. The entire inventory is lost.

A 72 year old man is ready to go home from the hospital, but needs to be able to contact help immediately in an emergency. He wouldn’t have to go to a nursing home for the next four months if there was only a way he could just press a button to summon help.

slide36

Everything that happens in the central station, including subscriber’s names, addresses, alarm types, passwords, account numbers, client schedules, phone numbers and any other information is strictly confidential. Should any of this information be disseminated, it is a breach of confidentiality and may also have legal consequences.

slide37

Minimizing Liability Exposure

  • Treat each alarm as if it was coming from your home or business
  • Report problems with equipment immediately, follow up as needed
  • Report problems and conflicts with policy and procedure, and follow up as needed
  • Ask questions, get training, and understand everything that you are doing
slide39

Cleanliness

Keep Your Work Area Clean

Know your company’s procedures!

  • Use a spill proof cup
  • If you snack at console remember crumbs cause bugs!
  • Wipe Down all surfaces in your work area: monitors, keyboards, phone, console surface.
  • Know your company’s dress code
  • Report any problems to your supervisor: Broken, Dirty, needs to be repaired or cleaned.
slide40

Personal Safety

Know your company’s procedures!

  • Work Place Violence
  • Release of Central Station employee schedules
  • Restriction on visitors
  • Unscheduled Technicians
  • Release of Central Station Address
  • Food Delivery
slide41

Personal Hygiene

The Unspeakable Topic!

slide42

Additional Personal Information

Know your company’s procedures!

  • Tardiness
  • Sick leave and policy about calling in sick
  • Vacation leave
  • Breaks
  • Kitchens, if appropriate
  • Restroom Locations
  • Smoking and smoking breaks
slide43

Central Station and Company Facility Security and Safety

IT IS EVERY OPERATORS RESPONSIBILITY TO ENSURE THE SECURITY AND SAFETY OF THE CENTRAL STATION!

Identify any visitors to ensure they are authorized

Escort visitors at all times

Computers require logins, passwords and logouts

Facility and equipment security is essential

slide44

Unit Four: Review Questions

1. WHAT ARE YOUR COMPANY’S REQUIREMENTS FOR LICENSING?

2. WHAT IS MEANT BY MORAL AND LEGAL OBLIGATIONS? HOW DO THESE OBLIGATIONS AFFECT YOU AND YOUR JOB?

3. WHY IS LIABILITY A CONCERN FOR CENTRAL STATION? HOW DOES IT AFFECT YOUR JOB?

4. WHAT ARE TWO TYPES OF STRESS THAT YOU MAY EXPERIENCE? HOW CAN YOU CONTROL THEM?

5. WHY IS IT IMPORTANT TO KEEP THE EQUIPMENT AND YOUR WORK AREA CLEAN?

slide45

Unit Four: Review Questions

6. WHY IS PERSONAL SAFETY IMPORTANT?

7. WHY IS PERSONAL HYGIENE IMPORTANT?

8. WHAT POLICIES ARE IN EFFECT REGARDING ISSUES SUCH AS TARDINESS, SICK LEAVE, ETC.?

9. WHAT IS YOUR ROLE IN ENSURING THE SAFETY AND SECURITY OF THE CENTRAL STATION FACILITIES?

slide46

Unit Five:

Communications

Know your objectives!

slide47

Inference vs. Fact

Communication is the art of transmitting an idea from the mind of one to the mind of another, with understanding

Inferences- make assumptions or guesses based on the content of the communication received.

Facts- based on observations

slide48

A businessman had just turned off the lights in the store when a man appeared and demanded money. The owner opened the cash register. The contents of the cash register were scooped up, and the man sped away. The robbery alarm activated, and the police force was promptly notified.

slide49

A fire alarm activated and connected to the Central Station. The automation system indicated that the alarm was in installed at 1312 Bay Avenue, Constitution, Maryland. The Central Station Operator called the contact number, 427-3461; the woman who answered properly identified herself as the contact person and reported that there was a house fire, that she observed what appeared to be smoke coming from an open upstairs window, and that she observed a man run from the side of the house and disappear around the corner.

implications for central station operators
Implications for Central Station Operators
  • Observations vs. Inferences
  • Why is it so important to distinguish between a fact and an inference?
slide51

Statements of Fact

Can be made only after observation

Must stay within what one observes and not go beyond

Can be made only by the observer

Approaches certainty

Can be made only to the extent of the observer’s capabilities and competency

slide52

Statements of Inferences

Can be made anytime

Can go beyond; only limited by one’s imagination

Can be made by anyone

Deal only with probability

Can be made by the incompetent

Beware of inferences. Be careful about making assumptions!

what is communication
What is communication?

Transfer ideas from the mind of one to the mind of another with understanding!

slide54

Communications Cycle

Sender

Medium

Feedback

Message

Receiver

the words that you use
The words that you use:

“All units, 10-65 signal 95 reference signal 10 just occurred, South and Main, 2 suspects northbound signal 0.”

“November 943, turn left to 240 for approach. Wind 15 at 190, altimeter 29.04. You have a heavy seven miles ahead on final.”

Lingo: Terms and standards of a specific application

slide56

Unit Five: Review Questions

1. WHAT IS THE DEFINITION OF COMMUNICATIONS?

2. WHAT IS AN INFERENCE? HOW DOES IT DIFFER FROM FACT?

3. ALMOST EVERYTHING WE DO IS BASED ON SOME ASSUMPTION AT SOME POINT. WHY? HOW DOES THAT AFFECT OUR PERCEPTION OF FACT?

4. WHY ARE FACTS 100% CERTAIN?

5. WHAT CAN HAPPEN WHEN WE TRUST AN ASSUMPUTION TO BE FACT?

slide57

Unit Five: Review Questions

6. WHAT ARE THE COMPONENTS OF THE COMMUNICATION CYCLE?

7. WHAT IS LINGO? SHOULD IT BE USED? WHY OR WHY NOT?

slide58

Unit Six:

Central Station Equipment

Know your objectives!

slide59

Glossary of Terms

AUTOMATION SYSTEM: A COMPUTER SYSTEM THAT CONSISTS OF HARDWARE AND SOFTWARE COMPONENTS TO ENABLE THE PROCESSING AND RECORDING OF ALARMS AND ACCOUNT DATA.

AUTHORITIES (CALL TAKER): EMPLOYEE OF A PUBLIC SAFETY COMMUNICATIONS CENTER WHO ANSWERS THE TELEPHONE AND RECORDS CALL FOR SERVICE.

CENTRAL STATION: A BUILDING OR SUITE OF OFFICES THAT HOUSES A COMPANY ENGAGED IN THE MONITORING OF ALARM SYSTEMS. THE CENTRAL STATION CAN NOT RUN WITHOUT POWER. POWER SUPPLIES, INCLUDING BACKUP POWER SUPPLIES, ARE ESSENTIAL TO PROPER, CONTINUOUS OPERATION OF THE CENTRAL STATION.

slide60

Glossary of Terms

CONTROL PANEL: EQUIPMENT THAT IS LOCATED AT THE PROTECTED PREMISES AND THAT CONTROLS THE ALARM SYSTEMS, SENDS SIGNALS TO THE CENTRAL STATION AND ALLOWS THE SUSCRIBER TO TURN THE ALARM SYSTEM OFF.

DEALER: COMPANY WHICH SELLS, INSTALLS, LEASES, AND SERVICES ALARM SYSTEMS.

OPERATING ROOM: THE AREA WITHIN A CENTRAL STATION THAT IS PHYSICALLY SECURE AND TO WHICH REMOTE ALARM CIRCUITS ARE CONNECTED. PERSONNEL ARE IN ATTENDANCE AT ALL TIMES TO OVERSEE THE CIRCUITS AND INVESTIGATE THE SIGNALS.

slide61

Glossary of Terms

OPERATOR: AN EMPLOYEE WORKING AT THE CENTRAL STATION WHOSE DUTIES ARE TO PROVIDE IMMEDIATE ATTENTION TO AND PROCESSING OF ALL SIGNALS RECEIVED.

PASSWORD/PASS CODE: SECRET CODE NUMBER OR WORD THAT GIVES YOU ACCESS TO A CONTROL UNIT OR A COMPUTER.

RECEIVER: ELECTRICALLY OPERATED UNIT LOCATED AT A CENTRAL STATION WHICH MONITORS THE STATUS OF A PROTECTED PREMISES. THE RECEIVING EQUIPMENT CONNECTED TO AN AUTOMATION SYSTEM RECEIVES SIGNALS FROM THE PROTECTED PREMISES AND TRANSMITS THEM TO THE AUTOMATION SYSTEM.

slide62

Glossary of Terms

SIGNAL: MESSAGE RELAYED FROM A CONTROL PANEL TO ITS CORRESPONDING RECEIVER AT THE CENTRAL STATION.

SUBSCRIBER: THE USER OF A PREMISES PROTECTED BY THE CENTRAL STATION BURGLAR ALARM SYSTEM. AN AUTHORIZED REPRESENTIVE OF THE USER MAY ALSO BE CONSIDERED A SUBSCRIBER.

WORKSTATION: SCREEN AND KEYBOARD AT WHICH THE OPERATOR WORKS. A TERMINAL IS CONNECTED TO THE MAIN COMPUTER. IN A PC ENVIRONMENT, IT IS CONNECTED TO THE PC.

slide63

Automation Systems

Telephone Systems

slide64

Alternate Alarm Signal Delivery

  • Radio Network
  • Cellular Telephone
  • Packet Switched Network
  • Dedicated Line
  • Internet
slide65

Unit Six: Review Questions

1. WHAT IS AN ALARM RECEIVER? HOW ARE THEY USED IN YOUR COMPANY?

2. HOW IS THE AUTOMATION SYSTEM USED IN YOUR COMPANY?

3. DESCRIBERTHE PHONE SYSTEM THAT YOUR COMPANY USES, INCLUDING KEY FEATURES AND EXTENSION NUMBERS WHERE APPLICABLE.

4. WHAT ALTERNATE ALARM SIGNAL DELIVERY SYSTEMS DOES YOUR COMPANY USE? HOW ARE THEY USED?

5. WHAT OTHER SYSTEMS ARE IN USE IN YOUR COMPANY?

slide66

Unit Seven:

Underwriter’s Laboratories/ Factory Mutual

Know your objectives!

slide67

Underwriter’s Laboratories and Factory Mutual’s Role in the Alarm Industry

  • Test Components
  • Inspect and certificate the installed alarm systems.
  • Inspect and certificate Central Stations
slide68

Verification Procedures for Systems with UL/FM Certificated Line Security

Vs.

Verification for Systems without UL/FM Certificated Line Security

slide69

Underwriter’s Laboratories/Factory Mutual

  • Central Station Facilities
  • Central Station Fire Protection
  • Central Station Emergency Lighting
  • Central Station Alarm Receivers
  • Central Station Power Systems
  • Remote Site Operations
  • Inspections
slide70

Unit Seven: Review Questions

1. WHAT IS UNDERWRITER’S LABORATORIES ROLE IN THE ALARM INDUSTRY?

2. WHAT IS FACTORY MUTUAL’S ROLE IN THE ALARM INDUSTRY?

3. WHAT DOES YOUR CENTRAL STATION USE FOR ITS MAIN POWER SUPPLY? STANDBY POWER SUPPLY?

4. DOES YOUR COMPANY HAVE ANY REMOTE SITES? WHAT DO THEY DO?

5. WHAT ARE YOUR RESPONSIBILITIES DURING AN INSPECTION?

slide71

Unit Eight:

Telephone and Radio Communications

Know your objectives!

slide72

Telephone Techniques

General Telephone Handling Procedures

Answering Multiple Telephone Calls

Speak Distinctly

Observe Telephone Courtesy

Terminate Calls Positively and Courteously

Specific Call Handling Procedures

slide73

Emotional Subscribers

  • Stay in control of yourself
  • Be firm and in Charge
  • Be generic
  • Don’t antagonize the subscriber
  • Acknowledge concerns and work to a solution
slide74

Telephone Messages: Receiving, Recording, Notifying Personnel

  • Take all information in reference to the person calling
  • Write it down- Never leave details to memory!
  • Verify the information
  • Use message books
  • Identify yourself on the message so that the person may contact you with any questions.
slide75

ALPHA

BRAVO

CHARLIE

DELTA

ECHO

FOXTROT

GOLF

HOTEL

INDIA

JULIETT

KILO

LIMA

MIKE

NOVEMBER

OSCAR

PAPA

QUEBEC

ROMEO

SIERRA

TANGO

UNIFORM

VICTOR

WHISKEY

X-RAY

YANKEE

ZULU

Phonetic Alphabet

slide76

24– HOUR TIME

Also known as military time

slide77

Unit Eight: Review Questions

1. WHAT IMPORTANCE DO YOU PROJECT EVERY TIME YOU ANSWER THE PHONE?

2. WHAT ARE YOUR COMPANY’S POLICIES ON ANSWERING THE PHONE? WHAT DO YOU SAY AND HOW DO YOU SAY IT?

3. HOW DO YOU HANDLE ANSWERING MULTIPLE PHONE LINES AT ONCE?

4. WHAT PROCEDURES DO YOU HAVE TO DEAL WITH EXCITED OR HYSTERICAL CALLERS?

5. WHY IS IT IMPORTANT TO RECORD ALL INFORMATION ON A CALL BY ENTERING IT INTO THE COMPUTER?

slide78

Unit Eight: Review Questions

6. WHAT ARE YOUR COMPANY’S PROCEDURES FOR TAKING MESSAGES AND RELAYING THEM TO THE PROPER PERSON?

7. CAN YOU RECITE AND USE THE INTERNATIONAL PHONETIC ALPHABET?

8. CAN YOU EASILY USE 24-HOUR TIME?

slide79

Unit Nine:

Emergency Procedures

Know your objectives!

slide80

SYMPTOMS OF PENDING SYSTEM OF COMPUTER PROBLEMS:

  • The system seems to be slowing down. Information is coming slower than normal.
  • The display colors are wrong or information is scrambled.
  • The system suddenly pauses and stops processing information, then starts again. It seems as if it “took a break.”
  • The system fails to work at all, i.e., keyboard inputs, alarm receiver inputs, etc. do not show up on the screen. In effect, the system is frozen.
slide81

Automation Failure

Locate the procedures used in the company to deal with partial or full failure of the automation systems, including the location of written instructions for the response to alarm accounts and how to read receiver tapes.

slide82

Receiver Failure

Locate the procedures used for monitoring the condition of alarm receivers and the procedures of non-functioning units.

slide83

Personal Shortages

Locate your company policy and procedure that is enacted when a personnel shortage occurs!

Phone System Failure

Locate the procedures for handling failures in the phone system!

slide84

Environmental and Man-Made Disasters

Which occur in your part of the country?

Seasonal High Wind

Hurricane

Tornado

Forest Fire

Seasonal Flooding

Flash Flooding

Mudslide

Torrential Rain

Earthquakes

Thunderstorm

Extreme Heat

Blizzard

Extreme Cold

Ice Storm

slide85

Unit Nine: Review Questions

1. HOW DO YOU DEAL WITH A FAILURE OF THE AUTOMATION SYSTEM?

2. HOW DO YOU DEAL WITH FAILURE OF ALARM RECEIVING EQUIPMENT?

3. WHAT ARE YOU RESPONSIBILITIES FOR DEALING WITH SHORTAGES OF PERSONNEL? HOW ARE THESE SITUATIONS HANDLED?

4. HOW DO YOU DEAL WITH A FAILURE OF THE PHONE SYSTEM?

5. HOW DO YOU DEAL WITH ENVIRONMENTAL AND MAN-MADE DISASTERS?

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