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

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Central station operator course

Central Station Operator Course


Central station operator course

DigiCom, Inc

Central Station Operator Course

WELCOME!


Central station operator course

Course Schedule

Day 1Introduction and Administration

Unit One: Operational Overview

Unit Two: The Central Station Operator Role

Day 2Unit Three: Alarm Verification

Unit Four: Personnel Guidelines for the Central Station Operator

Day 3Unit Five: Communications

Unit Six: Central Station Equipment

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

Unit Eight: Telephone and Radio Communications

Day 5Unit Nine: Emergency Procedures

Final Examination and Course Evaluations


Central station operator course

Unit One:

Operational Overview

Know your objectives!


Central station operator course

People of the Alarm Industry

Customer-End User, Subscriber, SB’s

Alarm Installer

Central Station Operator

Authorities


Central station operator course

Alarm Systems by Security Function

  • Burglar Alarm Systems

  • Fire Alarm Systems

  • Emergency Alarm Systems

  • Specialized Supervisory Alarm Systems


Central station operator course

Alarm Equipment

Detection Devices

Control Panels

Alarm Receivers


Central station operator course

Lights

Bells

Sirens

Detection Devices

Perimeter Protection

Area Protection

Object Protection

Control Unit

Reporting Unit

Central Station

Monitoring Office

Radio

Telephone

Cellular

Internet


Central station operator course

Security Alarm Call Flow

Example:

Attempt to Verify

Signal Sent

Dispatch

Notify Key holders


Central station operator course

Fire Alarm Call Flow (Residential)

Example:

Attempt to Verify

Signal Sent

Dispatch

Notify Key holders


Central station operator course

Fire Alarm Call Flow (Commercial)

Example:

Dispatch

Signal Sent

Call Premises

Notify Key holders, if needed


Central station operator course

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


Central station operator course

Supervisory Alarm Systems Call Flow

Oxygen sensor sends signal

Operator notifies contact list of trouble condition


Central station operator course

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?


Central station operator course

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.


Central station operator course

Unit Two:

Verification Procedures

Know your objectives!


Central station operator course

Why do we have Humans monitoring alarms?


Central station operator course

Assisting Technicians

  • Place accounts on test

  • Report signal history

  • Diagnosing Possible Problems

    • Caller Id Mismatch

    • Transmission Errors

    • AHS Table


Central station operator course

Assisting Customers

  • Placing Account on Test

  • Giving Signal History

  • Contact Info for Service

  • Changing or Updating Account Info


Central station operator course

Alarm History Information

Know DigiCom’s procedure regarding confidentiality and release of information

Data Entry and Automation

Know DigiCom’s procedure regarding data entry


Central station operator course

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?


Central station operator course

Unit Two: Review Questions

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


Central station operator course

Unit Three:

Alarm Verification

Know your objectives!


Central station operator course

Verification

ELECTRONIC

VERBAL


Central station operator course

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.


Central station operator course

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.


Central station operator course

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.


Central station operator course

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)


Central station operator course

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


Central station operator course

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?


Central station operator course

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?


Central station operator course

Unit Four:

Personnel Guidelines

For the Central Station Operator

Know your objectives!


Central station operator course

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.


Central station operator course

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.


Central station operator course

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.


Central station operator course

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


Central station operator course

Stress- Causes and Solutions

Mental

Physical


Central station operator course

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.


Central station operator course

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


Central station operator course

Personal Hygiene

The Unspeakable Topic!


Central station operator course

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


Central station operator course

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


Central station operator course

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?


Central station operator course

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?


Central station operator course

Unit Five:

Communications

Know your objectives!


Central station operator course

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


Central station operator course

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.


Central station operator course

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?


Central station operator course

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


Central station operator course

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!


Central station operator course

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


Central station operator course

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?


Central station operator course

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?


Central station operator course

Unit Six:

Central Station Equipment

Know your objectives!


Central station operator course

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.


Central station operator course

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.


Central station operator course

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.


Central station operator course

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.


Central station operator course

Automation Systems

Telephone Systems


Central station operator course

Alternate Alarm Signal Delivery

  • Radio Network

  • Cellular Telephone

  • Packet Switched Network

  • Dedicated Line

  • Internet


Central station operator course

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?


Central station operator course

Unit Seven:

Underwriter’s Laboratories/ Factory Mutual

Know your objectives!


Central station operator course

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


Central station operator course

Verification Procedures for Systems with UL/FM Certificated Line Security

Vs.

Verification for Systems without UL/FM Certificated Line Security


Central station operator course

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


Central station operator course

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?


Central station operator course

Unit Eight:

Telephone and Radio Communications

Know your objectives!


Central station operator course

Telephone Techniques

General Telephone Handling Procedures

Answering Multiple Telephone Calls

Speak Distinctly

Observe Telephone Courtesy

Terminate Calls Positively and Courteously

Specific Call Handling Procedures


Central station operator course

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


Central station operator course

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.


Central station operator course

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


Central station operator course

24– HOUR TIME

Also known as military time


Central station operator course

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?


Central station operator course

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?


Central station operator course

Unit Nine:

Emergency Procedures

Know your objectives!


Central station operator course

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.


Central station operator course

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.


Central station operator course

Receiver Failure

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


Central station operator course

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!


Central station operator course

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


Central station operator course

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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