SSI serves security installing contractors providing systems and services; surveillance, access control, biometrics, fire alarm and home control/automation. Coverage in commercial and residential product applications, designs, techniques, operations.
Issue link: https://securitysales.epubxp.com/i/85538
HOW HS TECHNOLOGY MINDS ITS PDQ "We make it a point from the very be- ginning to let every customer know they have a support system and if they should have a problem, we're here to help, " says Customer Service Rep Tina Ray. "We are with them every step of the way and we ensure our clients understand the oper- ation of their system by the time the in- stallation is complete. Because we build a close relationship from the beginning, they are more attuned to listening and understanding the importance of being a responsible alarm owner." FINAL PIECE IS PEACE WITH POLICE Equally vital to cultivating a bond with your employees, monitoring provider and clients is reaching out to responding law enforcement agencies. Out of the four cornerstones of this equation, this is the area that requires the most proactivi- ty and often the most care and sensitivity. As Baltimore County's Alarm Reduction Unit manager's endorsement RECOGNITION VALIDATES VECTOR'S ONGOING EFFORTS For more than 40 years, Pittsburgh-headquartered Vector Security has been a premier provider of intelligent secu- rity solutions tailored to the needs of the customer. The company offers a full suite of electronic security services for residential, business and national account customers across North America and the Caribbean through a net- work of branches and authorized dealers. Vector Security is a sister company of the Philadelphia Contributionship, a private insurance company founded in 1752, and provides security solutions to 260,000+ homes and businesses. Vector Security nearly became the fi rst company to capture its second PDQ Award as the fi rm took home the inaugural trophy in 2006. Next year, the company will mark the 10th year since launching its ambitious and comprehensive program to reduce false alarm activations. The 12-step plan consists of: 1. Understanding false alarm causes 2. Staffi ng 3. Account segregation 4. Internal awareness 5. External training 6. Counseling offenders letter illustrates, HST excels in this area: It is a pleasure to report Homesafe's false alarm dispatch rate in 2011 was 0.18. T is means customers on average experience a false alarm less than once every fi ve years. Homesafe's low dispatch rate prompted me to pull its rate for each of the last three years. Homesafe's false alarm dispatch rate never exceeded 0.19. Homesafe's sus- tained commitment to false alarm reduc- tion is to be commended. Besides extending itself to build rap- port with law enforcement, HST also pursues other avenues to further the cause. T e fi rm is active in FARA — with Forschheimer recently being presented with that organization's W. Rex Bell award for his contributions — and the local alarm association. "My involvement in the two asso- ciations and my willingness to work on these challenges probably converted any possible skeptics, " says Forchheimer. PDQ fi nalist Vector Security posted a false alarm dispatch rate of just .16 in Loundoun County, Va. 7. Inspecting system designs 8. Using ECV 9. Providing information updates 10. User introductory training periods 11. System operational programming changes 12. Using new technology and training Vector has further fi ne-tuned, refi ned and enhanced those basic steps into one of the indus- try's fi nest false alarm management programs. As a fi nalist this year, Pat Killian, Vector's false alarm reduction administrator, entered the company's Columbia, Md., location for posting a false alarm dispatch rate of just .16 in its Loudoun County, Va., coverage area. Excerpts from Killian's two-page letter of endorsement speak volumes about Vector's uncom- mon commitment to excellence: "Since taking over the unit, I have had different personnel within Vector Security call or E-mail just to welcome me. My offi ce has direct access to people who can get things done. With other companies, my staff is shuffl ed around endlessly, wasting valuable time. Since the inception of our unit, Vector's dispatch rate has dropped more than 10%. I have never had one of Vector's customers call to complain about their service or tell me that they didn't know about the need to register. Vector Security exemplifi es the highest stan- dards of the alarm industry. Their commitment to false alarm reduction and assisting local law enforcement makes my job easier." FIND IT ON THE WEB For additional content connected with this article, see the Under Surveillance blog at securitysales.com/undersurveillance. 46 / SECURITYSALES.COM / OCTOBER 2012 "Our low false alarm rate speaks for itself, and our positive working relationship with law enforcement is an added ben- efi t. Our company is continually improv- ing our methods of operation and we have been active in supporting changes to the laws that will reduce false alarms. Still, he laments the limitations of " being just one company in the grand scheme of reducing false alarms. Many states do not require ECV or much training, have limited resources due to the economy and are unable to en- force what they do require. At the same time, Forchheimer empathizes with some companies' struggles to gener- ate the resources for such a program. Nevertheless, he believes a relatively minimal eff ort can make a signifi cant dent in this critical industry challenge. "Minimally, every company should be able to identify signal traffi c at their central station on a regular basis, " he says. "T is information should be prioritized, ranking dispatches highest, communica- tion problems second and any 'troubles' third. T ey should also be able to get corresponding info from local authorities that have tracking software in place for false alarms. T is will identify how big a problem a company has and the major off enders. Such a program can reduce attrition and generate more referrals. "