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Central Station Operator Course

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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Central Station Operator Course

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  1. Central Station Operator Course

  2. DigiCom, Inc Central Station Operator Course WELCOME!

  3. 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

  4. Unit One: Operational Overview Know your objectives!

  5. People of the Alarm Industry Customer-End User, Subscriber, SB’s Alarm Installer Central Station Operator Authorities

  6. Alarm Systems by Security Function • Burglar Alarm Systems • Fire Alarm Systems • Emergency Alarm Systems • Specialized Supervisory Alarm Systems

  7. Alarm Equipment Detection Devices Control Panels Alarm Receivers

  8. Lights Bells Sirens Detection Devices Perimeter Protection Area Protection Object Protection Control Unit Reporting Unit Central Station Monitoring Office Radio Telephone Cellular Internet

  9. Security Alarm Call Flow Example: Attempt to Verify Signal Sent Dispatch Notify Key holders

  10. Fire Alarm Call Flow (Residential) Example: Attempt to Verify Signal Sent Dispatch Notify Key holders

  11. Fire Alarm Call Flow (Commercial) Example: Dispatch Signal Sent Call Premises Notify Key holders, if needed

  12. 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

  13. Supervisory Alarm Systems Call Flow Oxygen sensor sends signal Operator notifies contact list of trouble condition

  14. 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?

  15. 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.

  16. Unit Two: Verification Procedures Know your objectives!

  17. Why do we have Humans monitoring alarms?

  18. Assisting Technicians • Place accounts on test • Report signal history • Diagnosing Possible Problems • Caller Id Mismatch • Transmission Errors • AHS Table

  19. Assisting Customers • Placing Account on Test • Giving Signal History • Contact Info for Service • Changing or Updating Account Info

  20. Alarm History Information Know DigiCom’s procedure regarding confidentiality and release of information Data Entry and Automation Know DigiCom’s procedure regarding data entry

  21. 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?

  22. Unit Two: Review Questions 5. WHAT RESPONSIBILITIES DO YOU HAVE FOR THE ENTRY OF DATA INTO THE AUTOMATION SYSTEM? WHAT PROCEDURES DO YOU USE?

  23. Unit Three: Alarm Verification Know your objectives!

  24. Verification ELECTRONIC VERBAL

  25. 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.

  26. 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.

  27. 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.

  28. 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)

  29. 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

  30. Verification Procedures • Residential Panic Alarm • Fire Alarm Signals • Household • Commercial • Personal Emergency Response • Panic • Medical • Specialized Supervisory Alarm Systems

  31. 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?

  32. 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?

  33. Unit Four: Personnel Guidelines For the Central Station Operator Know your objectives!

  34. 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.

  35. 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.

  36. 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.

  37. 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

  38. Stress- Causes and Solutions Mental Physical

  39. 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.

  40. 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

  41. Personal Hygiene The Unspeakable Topic!

  42. 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

  43. 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

  44. 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?

  45. 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?

  46. Unit Five: Communications Know your objectives!

  47. 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

  48. 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.

  49. 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.

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

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