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Alarm
Verification and Notification Procedures
(CS-V-01)
04/21/04
Prepared
and Submitted by CSAA Standards Committee © CSAA 2004
Alarm
Verification and Notification Procedures (CS-V-01)
1.
Scope and Use
-
1.1. General.
- 1.2.
Definitions
- 1.2.1.
Alarm Verification.
- 1.2.2.
"UL Certificated” Service
- 1.2.3.
Types of Verification.
- 1.2.3.1.
Standard Verification.
- 1.2.3.2.
Enhanced Verification.
- 1.2.3.3.
Methods of Verification
- 1.2.3.3.1.
Electronic Verification.
- 1.2.3.3.2.
Verbal.
- 1.2.3.3.3.
Video.
- 1.2.3.3.4.
Cross Zoning.
- 1.2.3.3.5.
Electronic Biometrics.
- 1.3.
Notification Call.
- 1.4.
Dispatch.
2.0.
Standard Verification Procedures for Burglar Alarm
Signals
3.0.
Enhanced Telephone Verification of Burglar Alarm Signals
4.0.
Hold-Up and Panic Alarm Signals.
- 4.1.
Commercial Hold-Up Alarm.
5.0.
Residential Fire Alarms
- 5.1.
* Households.
-
5.1.1. Household Fire Alarm Signal.
6.0.
Commercial Fire Alarms
ANNEX
A
Alarm
Verification and Notification Procedures (CS-V-01)
1.
Scope and Use
This
standard has been prepared under the direction of The Security Industry
Standards Council (SISC) members with the participation of Central Station
Alarm Association (CSAA) members, Security Industry Association (SIA)
members, National Burglar & Fire Alarm Association (NBFAA) members
and Canadian Alarm Association (CANASA) members. This standard is to be
used by alarm monitoring facilities and by state and local units of government
in their development of consistent administration criteria for alarms.
New technologies and successful efforts to reduce false alarms have led
to this standard. This standard, adopted by the various states and local
units of government, recognizes the life saving benefits monitored security
and fire alarm systems provide. The intent of this standard is to achieve
increased efficiencies by reducing costs and eliminating wasteful efforts
associated with potential false alarms.
1.1. General. If differences
exist between this standard and other written arrangements with the
monitored premises, the other arrangements shall take precedence
1.2.
Definitions
1.2.1.
Alarm Verification. Alarm Verification is a generic name
given to many techniques used (1) to permit authorized personnel to
appropriately identify themselves, thereby preventing emergency response
agencies from being requested to respond to situations that do not
represent an emergency; and (2) to confirm or deny the validity of
alarm signals received at a Central Station or monitoring facility.
1.2.2.The
term “UL Certificated” Service, as used
in this document, refers to burglar alarm systems that have a UL certificate
in force and therefore follow verification procedures outlined in
the UL 827 Standard.
1.2.3.
Types of Verification. Two broad forms of verification
may be employed. These include:
1.2.3.1.
Standard Verification. Standard Verification is
the attempt by monitoring facility personnel to verify that an emergency
does not appear to exist at the monitored premises, by means of
a telephone call, voice contact or other electronic means
1.2.3.2.
Enhanced Verification. Enhanced Verification is
the attempt by monitoring facility personnel to verify that no emergency
appears to exist, at the monitored premises, by means of more thorough
procedures such as two (2) or more verification calls, live audio
or video, cross zoning, other means or a combination of these procedures.
1.2.3.3.
Methods of Verification
1.2.3.3.1.
Electronic Verification. An electronic signal
transmitted to the monitoring facility that indicates to its personnel
or to its dispatch computer that no emergency appears to exist.
1.2.3.3.2.
Verbal. A personal contact by means of telephone
or audio conversation with an authorized pass code holder or other
authorized person for the protected premises to verify that no
emergency exists.
1.2.3.3.3.
Video. An electronic picture, pictures or images
viewing an area of the protected premises from which an alarm
signal has been received which permits monitoring facility personnel
to view the area which has an alarm to verify an emergency condition
exists or alternately that no emergency appears to exist.
1.2.3.3.4.
Cross Zoning. The application of redundant detection
devices such that one motion detector or one photo-electric beam
paired with some other device such as another motion detector,
photo-electric beam, door contact, to cover generally the same
area. An alarm is recognized when both detectors in the pair are
triggered.
1.2.3.3.5.
Electronic Biometrics. The ability to verify
the identity of authorized on-premises personnel through the use
of detectors that utilize facial or body recognition, voice identification,
hand geometry, fingerprint identification or other biometric characteristic
identification technology.
1.3.
Notification Call. The call to the law enforcement
authority, such as 911 or the telephone number used to reach the responding
law enforcement agency.
1.4.
Dispatch. Notification of law enforcement agency as
defined in 1.3. a guard, guards, a runner, runners, other response entities
or predetermined combination of the above to respond to the premises.
2.0.
Standard Verification Procedures for Burglar Alarm Signals
2.1.
Procedures for Alarm Signals Received from Systems without “UL
Certificated” Service. Monitoring facility personnel shall
promptly call the protected premises for identification and verification
of persons authorized to be on customer premises.
2.1.1.
If No Contact. If there is no answer, the monitoring
facility personnel shall dispatch, unless the monitoring facility personnel
have reason to believe no emergency exists..
2.1.2.
If Telephone Is Answered. If the telephone is answered,
the monitoring facility personnel shall obtain pass code verification
or other electronic identification that the person is authorized to
be on the premises. Upon receipt of correct identification, and the
authorized person states that no emergency exists, responding entities
shall not be dispatched or shall be recalled, if already dispatched,
and the alarm considered aborted. If no valid pass code or authorization
is provided, the monitoring facility personnel shall attempt to reach
an authorized person off premises to verify the authenticity of the
on premises person, and failing that shall dispatch.
2.1.3.
No Code. If the person(s) contacted cannot be identified
by a valid identification code within a reasonable time after the contact
as defined in 2.1.2, the monitoring facility personnel shall dispatch.
2.2.
Procedures for Alarm Signals Received from Systems with “UL
Certificated” Service. Signals received from certificated
systems shall be handled in accordance with the procedures defined in
UL Standard 827.
3.0.
Enhanced Telephone Verification of Burglar Alarm Signals
3.1.
Extended Time. The maximum time permitted for enhanced
verification of a non-certificated system can be extended beyond the time
constraints imposed for certificated systems defined in UL Standard 827.
3.2.
* Procedure. For alarm signals received from non-certificated
commercial burglar alarm systems or any residential alarm system signal
such as a burglar, duress or panic, the following procedures shall be
followed:
3.2.1.
CALL 1. The monitoring facility shall attempt telephone
verification to the protected premises after receipt of the alarm signal.
The procedure defined in 2.1. above shall be followed.
3.2.2.
CALL 2. When monitoring facility personnel get a busy
signal or no answer on the first call to the protected premises, a second
call or calls shall be made to an alternate phone number such as a cellular,
work or second number at the protected premises when such number is
available. . The procedure defined in 2.1. above shall be followed.
3.3.
Answering Machines. When the first or second call reaches
an answering machine a message should be left, clearly stating that it
is the alarm company calling and leaving necessary information for the
alarm user to promptly contact the monitoring facility.
3.4.
* Person on Premises without proper code. If monitoring
facility personnel reach the protected premises on the first or second
call and the person answering the phone does not have the proper pass
code then the monitoring facility personnel shall attempt to reach others
on the call list to verify the authenticity of the person on the protected
premises. If this process fails to resolve the issue then the monitoring
facility personnel shall proceed to dispatch.
3.5.
Scheduled Events. If an alarm signal is received in connection
with a scheduled opening or closing event, additional telephone numbers
should be called on the call list in order to determine whether the alarm
signal is caused by an opening or closing error.
3.6.
Verified False. If the alarm is verified as being false
during the first, second or succeeding call as a result of getting a valid
pass code, monitoring facility personnel shall suspend activities relating
to the specific signal being worked.
3.7.
Call lists and Priority. Following the dispatch, attention
shall be placed on completing the emergency call list to achieve a cancellation
of the dispatch if it is determined that no emergency exists.
3.8.
Additional Methods. Audio verification, video verification,
cross zoning or other electronic verification mediums shall be permitted
in place of or in addition to the second verification call and shall be
considered in compliance with this enhanced verification standard.
4.0. Hold-Up and Panic Alarm Signals.
4.1.
Commercial Hold-Up Alarm. Unless otherwise noted, the
monitoring facility shall not call the protected premises but shall
dispatch.
5.0.
Residential Fire Alarms
5.1.
* Households. For purposes of this standard, “household”
is defined in NFPA 72 August 2002 as the family living unit in single-family
detached dwellings, single-family attached dwellings, multifamily buildings
and mobile homes. This definition excludes common usage areas in multifamily
buildings such as corridors, lobbies, basements, etc. Fire alarm systems
covering such excluded areas are not “household” fire alarm
systems. The primary purpose of fire alarm systems in households is
to provide an audible signal to occupants in order to expedite evacuation
of the household.
5.1.1. Household Fire Alarm Signal. The procedures
defined in the NFPA 72 code shall be followed for household fire alarm
signals.
6.0.
Commercial Fire Alarms
6.1.
For the purpose of this standard, a commercial fire alarm is defined
as all fire alarm systems in all properties other than households as
defined in 5.1 above
6.2.
Commercial (Non-Household) Fire Alarm. The procedures
defined in the NFPA 72 code shall be followed for commercial (non-household)
alarm signals.
ANNEX
A
A 3.2 Verification Phone Accessibility Guideline.
Care should be taken to verify that the emergency call list phone numbers
are to phones without call waiting, or alternately that *70 is programmed
in front of the monitoring center phone number in the electronic digital
communicator. The verification phones at the monitored premises should
be accessible after hours (not locked up in an office), such as in the
vicinity of commonly used entrances and not be sent to voice mail after
hours so the after hours users and cleaning people can hear and answer
the phone.
A.3.4
If the monitoring facility personnel reaches the protected premises
on the first or second call and the person answering the phone does
not have the proper pass code then, if possible, the personnel may attempt
to make a 3-way call with the premise person retained as a party to
the call. The monitoring facility personnel may attempt to reach others
on the call list to verify the authenticity of the person on the protected
premises. If this process fails to resolve the issue then the monitoring
facility personnel should proceed to dispatch.
A
5.1 NFPA #72 states that “This code {Household Warning
Equipment} is primary concerned with life safety, not with the protection
of property. It presumes that the family has an exit plan.”
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