Alarm Instructions for After Hours Calls

Revised 8.20.2021

Overview

Associates on the After Hours Call list located in SecureStat receive calls when there is a burglary alarm or a panic alarm at their office outside of business hours. Details herein provide instructions for responding to these calls, as well as any follow up action needed. This document cannot cover all possibilities, but attempts to cover the most common circumstances.

 

Please note: Dispatching law enforcement is up to the discretion of the individual receiving the call. Do not take anything in this article to mean that you cannot dispatch law enforcement.

 

For information on accessing and updating the After Hours Call list, see After Hours Call List Procedure.

 
 

Call Instructions

If you receive a call from Securitas after hours, do the following:

  1. ANSWER THE CALLl! Being on the After Hours Call list is an important responsibility. If you do not answer the call you cannot assist your office. This increases the likelihood that law enforcement is called unnecessarily, resulting in a false alarm fine. 
  2. ASK QUESTIONS of the operator that calls you. When the operator calls they will say they received an alarm and ask you for instructions. (For example: “I have a burglary alarm at this address, what would you like me to do?” or “I have a burglary alarm at this address, would you like me to dispatch law enforcement?”)
    1. Ask for detailed information on the type of alarm. You need these specifics in order to respond properly. (See the Alarm Types tab for further instructions.) 
    2. Ask how many alarms they have received for this particular location.
      1. Note: A single motion or vibration alarm is a good indicator of a false alarm.
    1. Ask if they are receiving additional alarms.
    2. Ask the operator to check the cameras and tell you what they see. This gives you the information you need to begin assessing the situation. 
    3. Example Situation: The most common alarms we get are due to ATM vendors.
      1. The alarm is an ATM alarm. 
      2. The operator states the camera appears to be pointed at the sky or drive thru ceiling. 
      3. This indicates the ATM door is open. 
      4. Ask yourself is this a normal day for servicing, or is a service call expected?
  3. DETERMINE IF LAW ENFORCEMENT IS NEEDED. In most cases law enforcement is not needed.
    1. Alarm is likely false: Advise the operator to disregard the alarm. 
    2. Alarm is faulty: If the alarm is repeatedly going off.
      1. Verify there is nothing visible on video.
      2. Have the operator place that specific alarm in test mode for the rest of the night.
    3. Alarm requires law enforcement: Be prepared to meet them at the office if they require it. If you must meet law enforcement,
      1. Give the operator a description of your vehicle and what you will be wearing so law enforcement is informed who is coming.
      2. DO NOT ENTER THE BUILDING BEFORE LAW ENFORCEMENT ARRIVES.
  4. RESEARCH THE ALARM THE NEXT BUSINESS DAY. Determine what caused the alarm. Fix the issue or place a Landport request for service. 
    1. If you need assistance researching the alarm, contact _Corporate Security.
    2. If the alarm was triggered by a cleaner or ATM vendor, schedule time with them to make sure they know how to work the alarms.
 
 

Alarm Types

Below is a list of the various alarm types and the actions to take for each.

 

ATM Alarms

  • ATM Door Alarm: This alarm occurs when the alarm is armed and the door of the ATM is opened.
    • Have the operator check all cameras associated with the ATM.
    • For front load ATMs when the door is open the camera points up (for example: an island ATM or a drive thru ATM)
    • If service is expected and you feel safe in doing so, you can make the call to disregard.
  • ATM Heat/Vibration: This alarm occurs when the machine feels excessive vibrations or heat, often associated with someone trying to break in. 
    • The response is the same as the ATM Door Alarm.
  • ATM Panic: There is a hold up button inside the ATM. This alarm sounds when that button is pressed.
    • The operator likely dispatched law enforcement before contacting you.
    • Acknowledge the alarm.
    • Ask if you are needed by law enforcement. Most likely you won't be needed.
 
 

Motion Alarms

Most office have motion sensors named after where the sensor is located (for example: lobby motion or breakroom motion). Some offices have all of the motion sensors wired together. This creates an all motions alarm. 

 

When the call references a motion sensor, ask the operator: 

  • Which motion sensor tripped? Did multiple sensors go off or just 1?
  • What do you see on the camera for that motion sensor's area?
  • The alarm is likely false if:
    • The operator should also look at other cameras in the lobby to determine if anything is happening.
      • If nothing can be seen and the motion sensors are no longer being tripped, you can disregard.
    • If an individual can be seen consider: Is there a cleaner or vendor that is expected in the office?
      • If you are confident the individual is a cleaner or expected vendor, instruct the operator to disregard.
    • If a balloon or other object is causing the motion alarm, ask the operator to place the motion sensor in test for the night.
  • If the operator sees something like a person in the office you are not expecting. 
    • Ask the operator to dispatch law enforcement and have them call you.
    • Law enforcement may ask you to meet them at the office to provide building access.
      • Inform them of the type and color of your vehicle and what you will be wearing.
    • DO NOT ENTER THE BUILDING BEFORE LAW ENFORCEMENT ARRIVE, WAIT FOR LAW ENFORCEMENT.
 
 

Door Alarms

Also referred to a Perimeter alarms. If alarms are armed, these are triggered when an entrance to the building is opened. A delay of 90 seconds to allow time to disarm the alarm is set prior to notifying the monitoring company.

 

When the call references a door alarm, ask the operator: 

  • If your office has more than 1 entrance, ask which door caused the alarm?
  • What do you see on the interior office cameras?
  • If there is a camera that looks at the alarm panel, check it to see if someone is attempting to disarm the alarm.
    • Is that individual a cleaner or vendor expected in the office?
    • If you are confident that it is someone expected, you can instruct the operator to disregard.
  • If the operator sees something like and individual you are not expecting.
    • Ask the operator to dispatch law enforcement and have them call you.
    • Law enforcement may ask you to meet them at the office to provide building access.
      • Inform them of the type and color of your vehicle and what you will be wearing.
    • DO NOT ENTER THE BUILDING BEFORE LAW ENFORCEMENT ARRIVE, WAIT FOR LAW ENFORCEMENT.
 
 
 
 

Quick Reference Decision Tree

Follow the decision tree for a quick reference guide on responding to after hours alarm calls.

What is the type of alarm?

ATM

 

Motion/Door

 
 

Are you expecting service?

No

 

Yes

 
 

Check video, if unable to identify person at ATM send law enforcement.

 

Check video, if cleaner, cash vendor, or ATM vendor disregard

 

One alarm or multiple alarms

One Alarm

 

Multiple Alarms

 
 

One alarm is likely a false alarm, if nothing seen on video, disregard.

 

Check Video

Should have access

 

Should not have access

 
 

The person present can be identified and should have access, disregard alarm (Cleaners, associates, other vendors)

 

The person present should not be there, send Law Enforcement

 
 
 

 

 

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