EMC Security’s Dispatch Procedures

EMC Security News, General

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
  • EMC Security does not make phone calls to the emergency contact list on Burglar Alarms that are followed by an abort/cancellation from the keypad.  (For example, you forgot the system was armed, opened a door triggering an alarm signal, then entered your disarm code correctly on the keypad to cancel the alarm).
  • As an extra layer of protection that could also reduce the chance of a false alarm and false dispatch, a text message will be sent (to the first 2 phone numbers on the account) notifying you of the signal having been received and confirming no further action will be taken due to cancellation with the proper disarm code.
  • This text will be sent regardless of enrollment in our optional EMC Text-Alert service.

The text message will also allow you the opportunity to request dispatch immediately if the system is disarmed and it is a true emergency situation.

  • If you reply “911” to the message, this will generate a Panic Signal sent to the monitoring center much like pressing the Police Panic from the Keypad.  No calls will be made to verify the nature of the signal, but dispatch will be sent immediately.
  • This message will provide instant notification and will read as follows:

“EMC has received the disarm from your keypad indicating the proper disarm code was entered. If this is an emergency, reply “911” for immediate dispatch.

  • In addition to replying “911” to the text message, enter your duress code (set-up by the EMC Security technician) that will disarm the system as if the proper sequence was entered, while simultaneously sending a silent panic to the monitoring center. We will not call on this duress signal and dispatch will be made to the Law Enforcement immediately.

 

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.
  • 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.

 

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