To: All Alarm Company Owners and Managers

October 2011

To: All Alarm Company Owners and Managers

The industry has known for decades that user error is by far the single greatest cause of false alarms and false dispatch requests. It is also a fact that the vast majority of all user instruction is being performed by alarm installers and technicians. These two facts alone should give us a clue as to the breakdown in how we share in the responsibility in what is commonly referred to as “User Error”.

Technicians are hired for many reasons but rarely are they hired based on their communication skills, yet we place the burden of training our customers on their backs. If this weren’t bad enough, whether we take 10 minutes or one hour, the instruction that occurs at the end of the installation is almost always the only instruction that the customer ever receives.

The program that you are being introduced to is meant to address this issue but will not be of any assistance unless you, the person in charge, make the commitment to use it.

• The first part of your commitment requires that you embrace the program.
• The next part is simply to require that anyone who trains alarm users must complete the program.
• To succeed you must use check lists, either those provided or ones you develop.
• Finally, not required but recommended, is that you track your results.

The materials are free, but you must print them. You are free to personalize them with your company logo. There is a 20 minute Power Point presentation that your personnel will have to view and the rest is based on check lists intended to document the training process.

These materials are based upon the hugely successful “Alarm Schools” that many law enforcement agencies are currently using as part of their alarm reduction programs. It is not equipment specific, but instead uses common sense and explains what happens “WHEN” they accidently trip their alarm.

We wish you good luck in this venture and encourage you to pass along your critique and results to .

Good luck

Ron Walters, Director

The Alarm Technician and Alarm Reduction

As an installation or service technician it is highly likely that YOU WILL PROVIDE THE ONLY INSTRUCTION to an alarm owner they will ever receive. Considering the fact that over 77% of all false alarms and all false dispatches are due to user error, we are obviously falling short in our responsibilities to adequately train the customers. This brief overview will help you in your mission to train your customers properly.

When you arrive at the job site introduce yourself and explain what your work will entail. Ask the customer to walk with you around the home so you will be able to point out any problems such as, furniture that needs to be moved or fragile items that need to be secured. Then make certain that you put the customer on notice that you cannot make the alarm system operational until they have had training and inform them how long the training will take and on what day it will happen. All too often we are left in a position where the homeowner insists on keeping the training brief, and where only one person receives the training. While you may not always be able to train everyone at one time this is one of the primary reasons that the problem exists so stress the need to train everyone.

When the installation is complete, and you are ready to commence training, walk them through the installation and show them every point of protection, the location of the alarm panel, the location of the power supply and confirm that the power supply is NOT on a switched circuit. This tour serves a dual purpose. It educates the customer and also allows you to show how well you’ve cleaned up and further allows you to insure that everything is completed.

When you arrive at the keypad explain to the customer in clear language; avoid terms like arm and disarm and opt for on and off. Abort should be cancel and shunt should be bypass. Have the instruction manual in your hand and point out the pages for the proper way to turn the alarm on and off. The most difficult thing for customers to grasp is the concept of delay. This can be further complicated when you throw in home and away features that automatically take away the entry delay and interior protection.

“Customer arms in the home or stay mode not considering that other family members have yet to come home.” This can be further complicated by panels that automatically arm in the home or stay mode if the entry door is not opened and closed. Worse yet, the customer arm’s the system in the away mode (because they are leaving) while other members of the family are still in bed. When they wake up they will trip any interior protection.

Explain in detail the process your company uses when the alarm accidentally goes off. Drill the pass-code or pass-word into them and insist that they choose something they will always remember. Remember that if you’ve done your job well it may be months before they actually make a mistake and need to cancel an alarm. It is critical to inform them never to leave the home after the alarm is triggered until they have spoken to the monitoring station. PROVIDE EVERY CUSTOMER WITH WRITTEN INDSTRUCTIONS AND THE MONITORING STATION PHONE NUMBERS. Have them tape those instructions inside a nearby by closet.

When you are completing the emergency call list use cellular numbers immediately after the premise number and never list a person who does not have a key and knowledge on how to use the alarm. Explain two call verification, also know as ECV. If your company doesn’t use ECV you should work to change that. If you have questions about ECV visit, where you will find a multitude of information on this and many other issues.

Finally, if the alarm site is in a jurisdiction that has an alarm ordinance you should provide them with a copy of the key provisions of the ordinance. Things like fines for false dispatches, required registrations and renewals should also be covered in detail. Even if you are not required to it is highly recommended that you provide each customer with a copy of the registration form and the key elements of the ordinance. While many companies consider covering these issues as a negative, almost all alarm ordinances require that YOU cover this material with the customer.

As the primary point of contact with the alarm owner YOU are both the critical and the weak link in the fight to reduce unnecessary dispatches. If you learn to do this part of your job well, the problem of false alarms simply goes away.

There is no replacement for good communication between you and the customer. Take the time to explain how the system works but also tell them how to request service and why buying from your company was a good decision.

Finally, use the check lists. These are proven to be 90% effective in training customers in the proper use of their alarm system.

Major Causes of False Alarms

Failure to Communicate with the Central Station

Regardless of anything else the customer may do, stressing the need to communicate with the central station prior to leaving the premises is the best solution. Making certain that the correct process to cancel an alarm is fully understood by the alarm user is the best way to insure that the alarmis canceled prior to dispatch.

Entry Exit Delay

By far the number one cause of false alarms on both new and existing systems is entry and exit delay violations.

When instructing customers you must get across the concept of exit delay and entry delay. While this concept is easily grasped by some, many more have great difficulty. To begin with we are not compromising security by giving all customers a longer exit delay. The CP-01 panels that most manufacturers are shipping today are defaulted at 90 seconds and if you exit and renter during the exit delay period it will automatically double the exit time. This only happens once for each arming.

Call Waiting

When the monitoring station is attempting to verify an alarm that is on a line with call waiting and the alarm still has seizure on the line they will hear a ringing phone and dispatch. When programming the alarm panel on a line with call waiting if you include the prefix (typically *70) it will disable call waiting and the monitoring station will hear a busy tone when they attempt to call. They now know to hang up and call back. If you do this you should then program the second receiver number without the prefix so the alarm will function with or without the call waiting function. If you don’t understand this explanation contact the equipment manufacturer.

Web Enabled Phone Service

If you are connecting to a phone service that is web enabled you must communicate with the service provider. It is highly likely that a special modem must be provided by the Internet Service Provider in order for the alarm to work.

TIPS FORALL ALARM USERS

Nationally the police respond to millions of calls to alarm systems where no crime or attempted crime has been committed. Numerous studies have shown that over 75% of these calls are due to user error. The purpose of this document is to help alarm owners identify the most common mistakes that are made and how to correct them. Please review these helpful hints and should you need additional information or training contact your alarm company.

The most common errors occur when the alarm is being turned on.

Check the alarm keypad and verify that the system is ready to turn on.

If the alarm is not ready to turn on check all doors and windows until the alarm is ready to turn on.

Make certain that everyone who is leaving is ready to exit.

Enter the code to turn the alarm on and have all people exit.

Close the exit door and lock it.

Wait by the door to make certain that the siren or bell does not go off.

If for any reason you must re-enter the premises, open the door and immediately turn the alarm off.

When you are again ready to exit repeat the above steps.

MOST IMPORTANT, if the alarm goes off never leave until you’ve spoken to the alarm company. If they don’t call youthen you must call them, so have your password or pass code ready and have the phone number for the alarm company close by. (program this number in all cellular phones)

The second most common error occurs when turning the alarm off.

Approach the door and unlock it.

Open the door and enter.

Immediately go to the alarm keypad and enter your code.

Wait by the keypad until you get confirmation that the alarm is off.

Alarm systems are not maintenance free and must be serviced periodically.

Your alarm runs on a system battery. This battery should be replaced every two to three years, maybe even sooner if frequent power outages have occurred. An outdated or weak battery can cause the alarm to malfunction during power fluctuations or bad weather.

Doors and windows can warp or become misaligned. This could cause the alarm system to be over sensitive and should be addressed by either fixing the door or window, or adjusting the protection.

Many dispatches occur because emergency contact lists with the alarm company are not kept current. Even more important, contact lists should include cellular phone numbers. Request that your alarm company call the house number and then cellular prior to dispatching the police on burglary alarms.

It is your responsibility to make certain that anyone with access to your home knows how to use the alarm system. Review this list with them and make certain they know how to cancel a false alarm.

If you decide to use the Internet for your phone service make certain to let your alarm company know. Your alarmmay not transmit over the cable system unless adjustments are made!

Be a good citizen. Your alarm is only as effective as you make it, and your educated use makes it an effective crime fighting tool. For more tips on using your alarm call your Alarm Company at ______and visit:

TIPS FOR NON-RESIDENTIAL ALARM SYSTEMS

Non-residential alarm systems have a much higher rate of false alarms than residential alarms. This is typically the result of multiple alarm users, many of them casual users who may not be tasked to turn the alarm on or off for months at a time. In non residential applications you must also deal with employee terminations, transfers, promotions and other reasons for turnover. Even in the case of chain locations where the alarms are supposed to be similar, newer systems with slightly different arming procedures can result in false alarms.

The tips on the reverse side of this document for turning the alarm on and off apply equally to residential and non residential alarm systems. Review these procedures to familiarize yourself and your employees with the proper procedure for using your alarm system.

In addition to turning the alarm on and off there are other factors that play into non residential alarm systems.

A common issue with these systems is after- hours access to a telephone with an outside line. Many businesses turn their telephone system off after regular working hours or forward it to an answering service. If an employee makes a mistake and the alarm company calls they are unable to reach anyone as the employee is unable to answer the phone due to either the call going to a message center, or no access to a phone with an outside line after hours. If there is a direct number that rings after hours, make certain that your alarm company has that number.

If the alarm is accidentally set off instruct your employees to never leave the premises until they have spoken to the alarm company and make certain they have the phone number for the monitoring center and the pass word required to cancel an accidental alarm.

A huge problem revolves around emergency call lists. Most non residential systems should review their emergency call lists monthly. In cases of church's or other such occupancies no key should be given to any individual that does not know how to use the alarm system.

Training of those with access should be an ongoing process. Work with your alarm company to develop a program that can be reviewed by employees frequently.

Employees should be educated in how to use the robbery alarm. The robbery alarm should only be used for a robbery. Do not activate the robbery alarm for events such as customer disputes. In these cases someone should dial 9-1-1.

Responsible use of your alarm system insures that police will continue to respond. In some areas of the country the police require that a 3rd party verify an actual crime has been committed prior to dispatching an officer. This places you and your employees at risk if they are responding. When there is an alarm, and the police are dispatched someone with access should meet them at the premises and allow the police access. On commercial properties it is not unusual for burglars to enter through the roof or walls of a neighboring business.

For additional information on how to prevent false dispatches contact your alarm company and visit

This area is reserved for your company and customer information.

Residential Customer Check List and Training

Upon completion of my alarm system my installation technician,(name of technician)______walked me through my home and showed me every door, window and any interior area that was protected and demonstrated how they work. Circle One: YES No

I have been given an owners manual.Circle One:YesNo

I have been shown “Tips for Alarm Users” on the reverse side.Circle One:YesNo