Residential Dispatch Procedures

Burglar Alarms Dispatch Instructions

(Unless local municipality has a different ordinance in place)

  1. Call the 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 invalid 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 the business is closed. (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.
  4. If police are dispatched because we were unable to reach the first responder on your call list, we will continue trying to notify the remaining responders. 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.
  5. Call police back with responder’s name/ETA/car description.

Communication Failure Dispatch Instructions

  1. If restore is received, the customer will not be contacted.
  2. If time is between 7 a.m. – 10 p.m., call the site.
  3. If time is between 10 p.m. – 7 a.m., wait until 7 a.m. before notifying the responder on-call list.
  4. If no answer, notify responder on-call list.
  5. We will exhaust the call list once.  If we have either contacted someone directly or left a voice mail message, we will consider the notification complete.
  6. If customer is unaware of why the alarm went off, create a service ticket.

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 fire department of responder’s name/ETA/car description.
  5. Make sure all zones are reset.

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 fire department of responder’s name/ETA/car description.
  5. Make sure all zones are reset.

Low Battery Dispatch Instructions

(Only notify between the hours of 7:00 am – 10:00 pm)

  1. If the restore is received, the customer will not be contacted.
  2. If time is between 7 a.m. – 10 p.m., call the site.
  3. If time is between 10 p.m. – 7 a.m., wait until 7 a.m. before notifying the responder on-call list.
  4. If no answer, notify 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.

Medical Alert Dispatch Instructions

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

Panic Alarms Dispatch Instructions

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

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 responder on-call list.
  5. Continue to try all responders on-call list every 30 minutes until someone is notified.

Trouble Alarms Dispatch Instructions

  1. If the restore is received, the customer will not be contacted.
  2. If time is between 7 a.m. – 10 p.m., call the site.
  3. If time is between 10 p.m. – 7 a.m., wait until 7 a.m. before notifying the responder on-call list.
  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 a trouble alarm went off, create a service ticket.

Live Video Monitoring Dispatch Instructions

  1. Assess Alarm: Upon receiving an alarm, assess the situation via video feed.
  2. Identify & Respond Appropriately:
    • On property, but not a threat: Deter with speaker (if available), notify customer, if the issue persists, contact authorities.
    • Threat/Safety Hazard: Contact emergency services.
    • Suspicious Activity: Document & escalate if needed.
    • Non-Event: Document the reason for the false alarm. Technical issues, etc.
  3. Client Contact (if applicable)
    • Attempt to reach client & secondary contact
    • Document attempts (calls, voicemails)
  4. Completion: Dispatch is complete after reaching client, leaving a voicemail, or exhausting the call list once.
  5. Service Ticket: If the customer is unaware of why the live video monitoring alarm went off, create a service ticket.