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Changes to monitoring procedures
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Ken,
We have a unique situation and hope that you can shed light on the best to handle it. A Pawn shop owner which we monitor is asking to change our call verification and dispatch procedures.
Traditionally when a Burglar alarm signal comes into central station they call premiss phone number (1) one time and if there is no response than they dispatch.
Also if person answering premiss number provides wrong pass word than central station dispatch . On a panic signal from key pads or remote (hold up) central station dispatches without a phone call.
Pawn shop owner is asking on a Burglar signal that we call premiss (1)once and then each of (3) three emergency contacts (2) twice and only than if no contact is made than dispatch . He is trying to avoid "false alarm" penalties.
Also pawn shop owner asks on a key pad and remote panics to be called (1) one time prior to dispatch.
What paper do we need Pawn shop owner to sign to release us and central station from any liability exposure due to changes he wants made to monitoring and dispatch procedures.
I will appreciate your advise in this matter, or what do other dealer do
in this matter?
Mark
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Answer
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You type out the requested response, check with your central to make sure they can do it, and then have the sub sign off on the procedure. It gets attached to your contract - the All in One - which I hope you have.
I don't think that specific response requests from subscribers is that unique. The real problem is that whenever you deviate from standard operating procedures - in any industry or situation - you invite increased risk for error. Operators are trained to respond to signals in a particular way, and even though your central station may have the ability to have specific instructions pop up on the screen along with the signal, the operator is either going to spend more time complying with the unique instructions, or make an error by not complying. Of course following normal procedure is likely to result in notification to authorities, which may end up with a false alarm fine and dissatisfaction from the subscriber.
I have been emphasizing the importance of knowing your central station's response procedures and this is a perfect time to mention it again. Not only should you know the procedure but you should have it in writing and give it to your subscriber so that both you and the subscriber know how signals will be responded to. Discourage deviation but when it's requested make sure the subscriber signs off on the request and make sure the central station is comfortable with the request.
Also, make sure the request does not violate AHJ requirements. It's one thing to deviate from UL, NFPA or industry standard response procedures and another to violate fire department regulations or verification requirements, especially if it's the central station that's going to be fined because the central will look to the dealer who will then look to the subscriber. The penalty may involve more than a fine so you need to be careful you don't risk license suspension or revocation or the central's right to dispatch in a particular jurisidction.
Finally, make sure that if you are communicating the wishes of your subscriber to the central station, or deciding to make changes on your own, that your contract with the subscriber appoints you the subscriber's agent to act on the subscriber's behalf when dealing with the central station. The Standard Form Contracts all provide for that.
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