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EMC Security’s Dispatch Procedures

EMC Security News

a homeowner activates their security system

EMC Security monitors for the following Residential emergency conditions:

  • Burglary
  • Fire Alarm
  • Carbon Monoxide
  • Medical Emergencies
  • Panic/Duress/Hold-Up/Keyfob

EMC Security’s response from the time we receive the alarm signal is received by the customer in an average of less than 14 seconds. It is important to note that if dispatch of authorities is required, EMC Security can’t control how timely the authorities will arrive at the property.

Dispatch procedures are outlined below for each emergency signal.

Burglar Alarm Signal

Once EMC Security receives a Burglar Alarm Signal that has not been canceled in the home on the keypad, one of two things occur:

1. Optional EMC Text-Alert

  • All emergency contacts enrolled in EMC Text-Alert will receive an automatic text notification of the alarm.
  • The contact can dismiss/cancel or dispatch authorities directly from the platform.
  • If no one responds within 90 seconds, or is unable to provide a correct password to dismiss the alarm, the phone call procedure below will begin.

2. Phone Call Procedure – 2-call verification

  • The EMC Security monitoring center operator will attempt to reach the emergency contacts to notify of the alarm. If the emergency contact requests to dismiss the active alarm signal, the password will be required.
  • If two emergency contacts are unable to be reached and/or unable to provide the correct password, dispatch will be made to the Law Enforcement agency listed.
  • Remaining emergency contacts will then be attempted and their instructions will be followed including cancellation of dispatched agencies if they are able to provide a valid password.
Burglar Alarm Signal with Abort/Cancellation from the Keypad

If you are unsure if the alarm is a false alarm, do not silence the alarm at the keypad until you receive a call from EMC Security.
If you opted into EMC Text-Alerts, a free text notification platform, and the alarm is cancelled at the keypad, indicating a false alarm, a text message will be sent to the first 2 phone numbers on the account with a notification that the alarm cancellation signal was received, and confirming no further action will be taken.

Fire Alarms
  • The EMC Security monitoring center operator will attempt to reach the emergency contacts to notify of the fire alarm. If the emergency contact requests to dismiss the active alarm signal, the password will be required.
  • If the first two emergency contacts are unable to be reached and/or unable to provide the correct password, dispatch will be made to the Fire Department. Remaining emergency contacts will then be attempted and their instructions will be followed including cancellation of dispatched agencies if they are able to provide a valid password.
  • Voice mails are not left when calling on fire alarms due to keeping the time spent verifying to a minimum in the event of an actual emergency.
  • Remaining emergency contacts will then be attempted and their instructions will be followed including cancellation of dispatched agencies if they are able to provide a valid password.
  • EMC Text-Alert and the abort/cancel at the keypad procedure do not apply for fire alarms.
 Carbon Monoxide Alarms
  • The EMC Security monitoring center operator will attempt to reach the emergency contacts and advise that the premise should be vacated until the Fire Department arrives.
  • Dispatch will be made to the Fire Department regardless of any password verification and instructions received from any person(s) on site.
  • In the event of a request to cancel dispatch, the operator will update the responding agency with new information. Cancellation will be at the discretion of the responding agency and cannot be guaranteed.
Medical Emergencies:  The medical emergency button is pressed on the keypad
  • If applicable, the monitoring center operator will attempt to verify the situation via the two-way keypad device.
  • If a valid password cannot be obtained from person(s) on site, or the keypad is not a two-way device, the operator will attempt to reach emergency contacts and follow their instructions.
  • If the first two emergency contacts can’t be reached, dispatch will be made to the EMS agency listed then an attempt to notify additional emergency contacts will be made.
 Panic/Duress/Hold-Up/Keyfob
  • Dispatch to the Law Enforcement agency listed will be made immediately and will be the sole action taken.
  • No further calls will be made to premise, responsible parties or other contacts listed to avoid complicating a potentially dangerous situation.
Text/Email Notifications:  System signals such as Low Battery, Power Loss, Communication or Sensor Trouble

If we receive a trouble signal from your system indicating possible battery or power loss, you will receive a text and phone call from 833-700-0294 with a link to request EMC Security technical support.

SMS text alert poster

 

Contact EMC Security at 770.963.0305 with any questions regarding the dispatch procedures.