Central Station Operator Course

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Central Station Operator Course
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DigiCom, Inc
Central Station Operator Course
WELCOME!
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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 Underwriters Laboratories/
Factory Mutual Unit Eight
Telephone and Radio Communications
Day 5 Unit Nine Emergency Procedures Final
Examination and Course Evaluations
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Unit One Operational Overview
Know your objectives!
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People of the Alarm Industry
Customer-End User, Subscriber, SBs
Alarm Installer
Central Station Operator
Authorities
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Alarm Systems by
Security Function

• Burglar Alarm Systems

• Fire Alarm Systems

• Emergency Alarm Systems

• Specialized Supervisory Alarm Systems

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Alarm Equipment
Detection Devices
Control Panels
Alarm Receivers
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Lights Bells Sirens
Detection Devices Perimeter Protection Area
Protection Object Protection
Control Unit
Reporting Unit Central Station Monitoring Office
Radio
Telephone
Cellular
Internet
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Security Alarm Call Flow
Example
Attempt to Verify
Signal Sent
Dispatch
Notify Key holders
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Fire Alarm Call Flow (Residential)
Example
Attempt to Verify
Signal Sent
Dispatch
Notify Key holders
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Fire Alarm Call Flow (Commercial)
Example
Dispatch
Signal Sent
Call Premises
Notify Key holders, if needed
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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
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Supervisory Alarm Systems Call Flow
Oxygen sensor sends signal
Operator notifies contact list of trouble
condition
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Chapter 1 Review Questions

1. 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?
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Chapter 1 Review Questions

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

5. DESCRIBE CALL FLOW FOR A SECURITY ALARM.

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Unit Two Verification Procedures
Know your objectives!
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Why do we have Humans monitoring alarms?
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Assisting Technicians

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

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Assisting Customers

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

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Alarm History Information
Know DigiComs procedure regarding
confidentiality and release of information
Data Entry and Automation
Know DigiComs procedure regarding data entry
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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?
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Unit Two Review Questions
5. WHAT RESPONSIBILITIES DO YOU HAVE FOR THE
ENTRY OF DATA INTO THE AUTOMATION SYSTEM? WHAT
PROCEDURES DO YOU USE?
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Unit Three Alarm Verification
Know your objectives!
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Verification
ELECTRONIC
VERBAL
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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 persons authority
to be on premise.
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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.
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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.
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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)

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Notifying Key Holders and Contact Persons, know
DigiComs 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

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Verification Procedures

• Residential Panic Alarm
• Fire Alarm Signals
• Household
• Commercial
• Personal Emergency Response
• Panic
• Medical
• Specialized Supervisory Alarm Systems

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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?
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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?
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Unit Four Personnel Guidelines For the Central
Station Operator
Know your objectives!
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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.
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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 wouldnt 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.
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Everything that happens in the central station,
including subscribers 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.
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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

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Stress- Causes and Solutions
Physical
Mental
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Cleanliness
Keep Your Work Area Clean
Know your companys 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 companys dress code

• Report any problems to your supervisor Broken,
  Dirty, needs to be repaired or cleaned.

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Personal Safety
Know your companys procedures!

• Work Place Violence

• Release of Central Station employee schedules

• Restriction on visitors

• Unscheduled Technicians

• Release of Central Station Address

• Food Delivery

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Personal Hygiene
The Unspeakable Topic!
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Additional Personal Information
Know your companys procedures!

• Tardiness

• Sick leave and policy about calling in sick

• Vacation leave

• Breaks

• Kitchens, if appropriate

• Restroom Locations

• Smoking and smoking breaks

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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
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Unit Four Review Questions
1. WHAT ARE YOUR COMPANYS 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?
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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?
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Unit Five Communications
Know your objectives!
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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
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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.
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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.
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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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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 observers
capabilities and competency
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Statements of Inferences
Can be made anytime
Can go beyond only limited by ones imagination
Can be made by anyone
Deal only with probability
Can be made by the incompetent
Beware of inferences. Be careful about making
assumptions!
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What is communication?

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

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Communications Cycle
Sender
Medium
Feedback
Message
Receiver
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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

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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?
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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?
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Unit Six Central Station Equipment
Know your objectives!
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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.
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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.
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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.
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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.
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Automation Systems
Telephone Systems
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Alternate Alarm Signal Delivery

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

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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?
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Unit Seven Underwriters Laboratories/ Factory
Mutual
Know your objectives!
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Underwriters Laboratories and Factory Mutuals
Role in the Alarm Industry

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

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Verification Procedures for Systems with UL/FM
Certificated Line Security Vs. Verification for
Systems without UL/FM Certificated Line Security
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Underwriters 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

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Unit Seven Review Questions
1. WHAT IS UNDERWRITERS LABORATORIES ROLE IN
THE ALARM INDUSTRY?
2. WHAT IS FACTORY MUTUALS 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?
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Unit Eight Telephone and Radio Communications
Know your objectives!
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Telephone Techniques
General Telephone Handling Procedures
Answering Multiple Telephone Calls
Speak Distinctly
Observe Telephone Courtesy
Terminate Calls Positively and Courteously
Specific Call Handling Procedures
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Emotional Subscribers

• Stay in control of yourself

• Be firm and in Charge

• Be generic

• Dont antagonize the subscriber

• Acknowledge concerns and work to a solution

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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.

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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
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24 HOUR TIME
Also known as military time
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Unit Eight Review Questions
1. WHAT IMPORTANCE DO YOU PROJECT EVERY TIME YOU
ANSWER THE PHONE?
2. WHAT ARE YOUR COMPANYS 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?
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Unit Eight Review Questions
6. WHAT ARE YOUR COMPANYS 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?
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Unit Nine Emergency Procedures
Know your objectives!
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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.

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