OPERATORS
All ESC Central Employees must complete the SIA Central Station Operators Course. This course was designed for new alarm monitoring personnel to provide a general overview of the alarm industry and to provide specific skill and knowledge of Central Station procedures. This course is taught by an on-staff SIA Certified Station Instructor. The following areas are identified and worked on throughout the 40 hour course:
Operational Overview - Industry History, types of alarms and detection devices
The role of the central station operator-alarm verification, UL procedures, and assisting dealers and customers.
Personal Issues for the Central Station Operators - Licensing regulations, moral and legal obligations and dealing with stress.
Interpersonal Communications - Understanding the basics of communication, knowing facts vs. inferences, and speaking clearly.
Central Station Alarm Monitoring Systems - Central Station Facilities, Automation systems, alternative alarm delivery, and remote site operations.
Telephone and radio communications - Telephone techniques, call handling procedures, dealing with hysterical callers, and taking messages.
Special Circumstances - dealing with automation system failure, alarm receiving system failure, phone system failure and environmental disasters
Emerging Technologies - technological possibilities of the future.
Alarm Signal Processing and Simulation - This chapter is continued over a span of several months with daily evaluations of performance.
When the Material has been completed, Tests are administered by the certified instructor.
All operators must score 80% or higher to pass.
