ESC Central's Operators are some of the best trained in the industry

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.