Standard Operating Procedure for Monitored Alarm Response
When an alarm is triggered and an emergency signal (Fire, Intrusion, Hold-up, Panic) reaches the HPI central station the dispatcher will immediately call the premises to screen out false alarms (EXCEPT for Commercial Fire Alarms and silent Hold-up Alarms, where they immediately dispatch emergency responders, then call the Client’s Emergency Contact (EC) call list).
If the central station dispatcher gets an answer at the premises they identify themselves and ask if the person answering if they have an emergency and police (or fire/medical) dispatch is required (or advise that the FD is on the way in commercial fire alarm). If the person answering the central station dispatcher’s call says it was a false alarm, a passcode or word is required to accept that explanation and take no further action or respond as requested. All calls are computer logged and voice recorded.
Florida requires Enhanced Call Verification. If no one answers central station dispatcher’s call to the premises, or the wrong passcode/word is given, the Emergency Contact (EC) phone list is called starting from the top person/phone number on the EC list. If no answer the next number is called. This is repeated until someone answers or we get to the end of the list. If, after at least two calls we are unable to make contact with anyone, the Police will be dispatched to investigate. Fire emergency responders are dispatched immediately on commercial fire alarms or, on residential fire alarms, after no one answers at the premises.
The EC list contact who is reached is advised of the alarm condition and asked if they know some reason not to dispatch police. Once police dispatch is authorized they are dispatched to investigate. Police will not be dispatched on a burglar alarm unless we get authorization to send them or we have made an effort to reach at least 2 people to screen out false alarms (Florida State Statute 489.529 Alarm confirmation required).
Emergency Contact (EC) is responsible for the follow thru:
HPI’s job is done until we hear back from police or the EC for further assistance or alarm repair services.
- Most often the EC just needs to stand-by their phone in case the police need assistance. If the EC does not hear back, nothing was found, and it is their responsibility to determine if the alarm was a false alarm. If the EC is not the primary person responsible for the premises they need to notify the primary of the alarm events that took place so they can prevent future false alarms. If the false alarm was from a human cause the alarm user needs to be re-train. If the alarm was an equipment or unknown caused false alarm repair service should be requested either by telling our dispatcher or by requesting HPI repair service at 800-229-6693 or however it is most convenient for you.
- If the police call back for a responder the EC will be called back and asked to respond to the premises to assist the police. Usually, police call back if they found something suspicious and need access for a more thorough search or they may need information for a report. Or the EC should contact the primary person responsible for the premises to do so but it is in their hands to work with the police.
- If the fire department is dispatched, you should meet them on-site in case they need assistance gaining entry.
- It is not required unless asked by police but, it usually is a good idea to respond to the premises to assist so that the police can do a more thorough check of the building (Roof entries cannot be detected from the perimeter). If the EC is to respond they must tell the central station dispatcher the responder’s vehicle color, make & model, their race/gender/age and what color clothing they will be wearing so as not to be mistaken by police as the intruder. Also, and it is NOT recommended but if you do, tell the central station dispatcher if the EC will be armed. The central station dispatcher will attempt to relay this information to the responding police personnel.
- Do not go all the way to the premises until the police arrive. Stay in your vehicle and take pictures or video if you see something out of place. Call 911 directly from your vehicle, to escalate the response, if you see something that verifies a possible break-in in progress or just to let them know you’ve arrived and will be standing by in your (color, make & model) vehicle.
- After the alarm call is cleared, and police reports filed as needed, notify HPI’s central station dispatcher if service is needed on a possible equipment malfunction or if the alarm was for a verified break-in.
- Board-up or otherwise re-secure the premises. If the EC is not the primary person responsible for the premises, they need to notify the primary of the break-in and any needed repairs.
- Be Safe! Be a good witness! Don’t be a hero! Be a good citizen!
