False Alarm Dispatch Reduction Tips For Alarm Installation & Monitoring Professionals
Cooperative efforts, including alarm users, emergency responders (Police, Fire & Emergency Medical personnel), government, and the alarm industry, must begin immediately to reduce false or unnecessary alarm dispatches. By addressing the major causes of these unnecessary dispatches, including user error, environment, equipment malfunction and improper application of particular devices, we can both reduce demand on limited emergency response resources and enhance the effectiveness of all alarm systems.
1. Signal Verification
Use alarm verification prior to emergency notification whenever possible. Attempt to verify every alarm signal from the client’s premises, except a duress, hold-up alarm, or fire alarm activation, through telephone or any other electronic means, prior to requesting an emergency dispatch. Communicate verified cancellations of Alarm Dispatch Requests to the County Dispatch Center.
2. Seven Day No-Dispatch Period
Evidence indicates a higher rate of false alarms in the first several days following installation. A seven-day waiting period allows for new users to familiarize themselves with their new system and offers the alarm company an opportunity to see that customers are using the system properly before allowing dispatches.
3. Urge manufacturers to ship their products with options pre-selected to reduce false alarms.
4. Urge UL and manufacturers to adopt false alarm resistance standards and testing procedures.
5. Adopt these procedures at once:
(a) Call premises before police on all burglar alarms.
(b) Install alarms with an audible alert that can be heard by the user throughout the protected premise.
(c) In the case of a false alarm from a motion sensor, add a second sensor in the same circuit to verify the first.
(d) Program panels to send cancel codes to abort dispatches.
(e) Stop using single action holdup devices and extra digit "1+" duress keypad coding.
(f) Develop and implement a program designed to educate end users about their role in false alarm prevention.
6. Create a False Alarm Control Team (F.A.C.T.) Within Your Alarm Company, Chapter, and/or Association.
7. One Powered Intrusion Device Per Zone
False alarm reduction is a by-product of this discipline. Research shows that approximately 30 per cent of false dispatches occur after a problem zone has been fixed. Without knowing exactly which device caused the false alarm, a service technician uses his best judgment to repair or replace a device, which isn’t always the right one. One device per zone allows service to target the problem sensor far more frequently.
8. Openings and Closings on All Systems
This refers to programming the system with specific opening and closing times [especially for commercial premises] for the arming and disarming of the system. This helps to determine problem users or abusers of the system and allows for sufficient training to be given to the keyholders causing the problems. It also makes it more likely to determine that an alarm is real, not user-caused, if the signal occurs a long time before or after the specified opening and closing times. The feature is more costly in nature because of the additional line investment required for central stations and may not be practical in some installations for this reason.
9. Audible Exit Delay
This is the sounding of a buzzer or siren during the exit delay cycle, and is used to notify the arming user and any others in the area that the alarm system is about to arm.
10. Audible Devices
Use audible devices for all alarm systems — one in each partition if the system is designed in such a manner.
11. Exit Error Fault
This is a signal which alerts the user or station that a mistake has been made during the exit delay. It can take the form of the activation of a siren when an instant zone is violated during a closing delay or could be a code sent in the previous circumstance. Almost always associated with an alarm activation during the exit delay.
12. Cancel Code
A cancel code on entry/exit delay zones results from a disarm that is sent following an alarm allowing the monitoring center to cancel the alarm. This is sometimes referred to as “opening after alarm” or “ restore on disarm.”
13. Annual Customer Responsibility Sign-Off
& Verification Form
You ask your customer on an annual basis to sign an undertaking to be vigilant and responsible in the use of their alarm system. This provides an opportunity for you to reeducate your customers on the proper use of their alarm systems, refresh their skills and to address any questions or concerns they may have. The verification form will also ensure customer emergency lists are up to date. Annual registration renewal requirements will provide this opportunity as well.
14. Keypad Panic/Duress
Historically, there is little value to providing keypad panic or duress, and they’ve been found to be the cause of many unnecessary dispatches. Alarm businesses shall not program alarm systems so that they are capable of sending one plus duress alarms. You may continue to report one plus duress alarms received from systems programmed with this feature prior to July 1, 1998, however, when performing a takeover or conversion, an alarm business must remove the one plus duress alarm capability. When you must use them, utilize keypads that employ false alarm reduction filters to these features, (e.g. double action keys or randomly generated duress codes) and ensure that all alarm users are given adequate training as to the proper use of the duress alarm.
a) Residential
Verification of panic signals with client sign off. Keypad panic signals should be silent.
b) Commercial
The panic button should be disabled where the touchpad is accessible to the public and any signal generating touch buttons or one-touch function keys should also be disabled. Verification of commercial panic signals should be decided after consulting with local authorities having jurisdiction.
15. Double Action Panic Buttons
This requires a deliberate, conscious effort on the part of the alarm user to trip the panic button. The simultaneous or double/hold-down action minimizes the chance of an accidental trip.
16. New Telecom Services
New telecommunications services such as Caller ID at the station can assist in the reduction of false dispatches because it automates the verification process and increases operator accuracy.
17. Intuitive Customer Manual
Manuals that are easy to read and understand are more likely to make for a more knowledgeable customer. Some false alarms are caused by the user trying to perform a task without knowing how to do it correctly or unable to understand the manual’s directions.
18. Better Customer Education
Customers vary greatly in their comfort levels with technology, including alarm systems. Operating an alarm system is easy for you, the professional. It may not be so easy for your customer! Successfully training customers pays off in less alarm activity and more referrals (from happy customers).
Benefits of False Alarm Reduction
This list of “best practices” has been compiled to help security professionals install and service false alarm free systems. We all have a role and responsibility in the reduction of false alarms—and we all benefit from the achievement of this goal.
A comprehensive false alarm program in your company not only helps to reduce the incidence of false alarm dispatches, but complements your company’s service repertoire—boosting customer retention and referrals.
The safety of our communities is also at stake. We need to do all we can to ensure that our limited police, fire and emergency medical response resources are not squandered or diverted from more urgent concerns.
Thanks to the