Residential Dispatch

Residential Dispatch Procedures

  1.     Burglar Alarms Dispatch Instructions
    *UNLESS LOCAL MUNICIPALITY HAS A DIFFERENT ORDINANCE IN PLACE

    1.    Call site for an authorized password. (If no site phone number is listed, a call will be placed to the first responder on your call list.)
    2.    If no answer or no password is given on-site, we will place a second phone call to the first responder on your call list. We recommend a cell phone number that will be answered if you are away from your residence. (If no site phone number is listed, a call will be placed to the second responder on your call list.)
    3.    If no answer or by your request, we will dispatch the police department. Please note when the second number is called, we would only be asking if you know of any reason why the police should not be dispatched due to a potential false alarm. If police are dispatched because we were unable to reach the first responder on your call list, We will exhaust the call list once. If we have either contacted someone directly or left a voice message, we will consider the notification complete.
    4.    Call police back with responder’s name/ETA/car description.

  2.     Fire Alarms Dispatch Instructions

    1.    Call site.
    2.    At customer’s request, if there is no answer, or if an invalid password is given, dispatch fire department.
    3.    Notify responder on-call list.
    4.    Re-notify the fire department of responder’s name/ETA/car description.
    5.    Make sure all zones are reset.

  3.     Carbon Monoxide Dispatch Instructions

    1.    Call site.
    2.    At customer’s request, if there is no answer, or if an invalid password is given, dispatch fire department.
    3.    Notify responder on-call list.
    4.    Re-notify the fire department of responder’s name/ETA/car description.
    5.    Make sure all zones are reset.

  4.     Panic Alarms Dispatch Instructions

    1.    Dispatch police immediately.
    2.    Wait 15 minutes.
    3.    Call police back to find out status of alarm.
    4.    Only call the site if the alarm has not been restored.

  5.    Low Battery Dispatch Instructions

    1.    If restore is received, customer will not be contacted.
    2.    If time is 10:00 PM to 07:00 AM, wait until after 07:00 AM before notifying the responder on-call list.
    3.    If time is 07:00 AM to 10:00 PM, call the site.
    4.    If no answer, notify the responder on-call list.
    5.    We will exhaust the call list once. If we have either contacted someone directly or left a voice message, we will consider the notification complete.

  6.    Medical Alert Dispatch Instructions

    1.    Call site.
    2.    Notify responder on-call list.
    3.    Dispatch authorities.
    4.    Continue to try all responders every 30 minutes until someone is reached.

  7.    Supervisory Dispatch Instructions

    1.    If the restore is received, the customer will not be contacted.
    2.    Call site.
    3.    Notify customer of alarm received.
    4.    If no answer, notify the responder on-call list.
    5.    Continue to try the site and call list every 30 minutes until someone is reached.

  8.    Trouble Alarms Dispatch Instructions

    1.    If restore is received, the customer will not be contacted.
    2.    If time is 10:00 PM to 07:00 AM, wait until after 07:00 AM before notifying the responder on-call list.
    3.    If time is 07:00 AM to 10:00 PM, call the site.
    4.    If no answer, notify the responder on-call list.
    5.    We will exhaust the call list once. If we have either contacted someone directly or left a voice message, we will consider the notification complete.
    6.    If the customer is unaware of why the trouble alarm went off, create a service ticket.

  9.    Communication Failure Dispatch Instructions

    1.    If restore is received, the customer will not be contacted.
    2.    If time is 10:00 PM to 07:00 AM, wait until after 07:00 AM before notifying the responder on-call list.
    3.    If time is 07:00 AM to 10:00 PM, call the site.
    4.    If no answer, notify the responder on-call list.
    5.    We will exhaust the call list once. If we have either contacted someone directly or left a voice message, we will consider the notification complete.
    6.    If the customer is unaware of why the trouble alarm went off, create a service ticket.