Our Alarm Controllers will always use the standard processes to handle incoming alarms, though, special instructions allow you to tailor their response to your specific users.
We only recommend that these are used for high-risk people or people who have unique working conditions.
Here are some tips to use when writing instructions, though we do have some that are pre-approved by the ARC Management team for you to use.
Using pre-existing instructions will make them easier to follow for Alarm Controllers in the high intensity situation of handling a live alarm.
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Short & Simple language Do not use complicated language, these need to be read and understood quickly with no confusion.
Clear directive Make it very clear what the Controller should do when the Alarm is received.
If in doubt, ask an expert & try it outOur team want your instructions to work. Call us to discuss the instruction you want to use and test it with our Controllers.
All of these instructions will have an impact on how your alarms are handled, for example, they may take longer to handle or increase calls to escalation contacts. You should consider this before adding any special instructions.
DO NOT BEEP AND SPEAK - Call the user on their mobile
This should only be used for people who are working with people who could become significantly more aggressive if voices are heard through the device or app. This can delay the closure of accidental alarms and increase calls to escalation contacts.
REMAIN SILENT for 30 seconds
All alarms are monitored for a period of 10 seconds and Alarm Controllers will extend monitoring if anything untoward is heard as part of our standard process. This should only be used if the user is in an especially high risk job role where the severity of an alarm may not be immediately obvious.
CHECK VOICE MEMO/TIMED ACTIVITY for the User's exact location
This must be followed by the end user to be effective. Users must leave voice memos with their location, the street, door number and location within a building. This will help direct emergency services to the room or flat within multi-story buildings.
CHECK VOICE MEMO/TIMED ACTIVITY for first escalation
This must be followed by the end user to be effective. Users must leave voice memos or set timed activities with their location and the contact details of the escalation contact on site.