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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: 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 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. Methods of Verification 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. 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. 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. 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. 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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