At Kings III, we know that emergency telephone monitoring is more than simply answering the call. Being “Closed” is not an option. Our approach is to design a 24-hour, “always on” emergency call process that provides rapid, professional assistance to the caller while determining the exact nature of each emergency, dispatching the proper responding entity and providing valuable notification of each event to personnel on the site where the emergency is occurring.
Because the handling of emergency calls is so critical, we built our monitoring system around automated processes to assist our trained, professional operators dedicated to handling such calls. But it is not enough to simply provide leading edge technology; the monitoring facility has to be continuously staffed with operators that have been rigorously prepared for emergency calls.
Users of emergency communications equipment speak many different languages. Our ability to properly assist a non-English speaking caller is facilitated by our ability to interpret live in real time over 170 unique languages. Although many callers may conversationally speak English, in a panic situation it is best for them to communicate in their native language.
In the EDC, our operators only perform tasks related to emergency calls. Each member of the monitoring team is thoroughly trained and certified to properly respond to calls for help. In addition to their initial preparation and American Red Cross CPR training, they are routinely tested on their knowledge and skills and receive ongoing training as well. Our EDC managers and shift supervisors are required to additionally maintain Advanced Emergency Medical Dispatch (AEMD) certification. This results in unmatched preparation to professionally respond to any emergency call. AEMD certification is a higher level of certification than is often required in 911 emergency response centers. Ultimately, our training results in consistently superior monitoring results.
Facilities, plural. Kings III operates two separate Emergency Dispatch Centers and each is capable of backing-up the other. Each may operate as the primary dispatch facility. By maintaining two dispatch centers, we offer a level of redundancy and assurance that is unmatched in the private emergency call monitoring industry. In addition to the expected redundancies such as computer RAID servers and telephone systems and uninterruptable power supplies, we also utilize natural gas fired electrical power generation and complete, continual data mirroring. Operating two Emergency Dispatch centers is expensive but life/safety is our only business and reliable operation is critical.
We can use up to three distinct ways of identifying the location of an emergency call without resorting to asking the caller. The primary means of identifying the source of a call is our automatic DTMF signaling. The secondary means is CallerID. The third method is via the voice location recording in the individual emergency phone. The combination of these three methods enables our operators to identify almost any caller’s location without ever having to ask the caller. This results in faster, more accurate dispatch of the correct response.
Every call from an emergency phone to our Emergency Dispatch Center is automatically recorded and stored in a digital format. This includes both sides of each emergency call along with their associated dispatch and notification calls, and all calls between our operators and persons testing the phone. This simple step reduces the “he said, she said” argument while providing the real answer to what happened on the call. You hear the live recording as it happened rather than reading a transcript of the call. Recording is a valuable risk management tool for our clients.
Burglar Alarm Central Stations- Generally, best for processing electronic alarm signals only. Two-way voice emergency calls are the exception and require “special handling”. Operators lack the specific training rquired for handling elevator entrapments or potential drownings associated with pool area emergency phones.
Answering Services- Lack emergency call operator training. No back-up facility. Unable to distinguish emergency calls from routine message calls before answering. Often have no call recording or multi-lingual capability.
Your Own Facility Personnel/Guards- Lack emergency call training. lImited capacity and no facility redundancy. No recording or multi-lingual capability. Often away from guard desk or office at time of emergency call. Will not meet pool codes in many states. Will not meet elevator codes in any state unless calls are automatically routed to 24-hour facility if unanswered.
Elevator Maintenance Company Service Dispatch- Usually not specifically trained in emergency call handling. Often lack recording, multi-lingual capability and redundancy. Only offer monitoring service for elevator phones while utilizing their maintenance program. Onsite notification generally not a required step in entrapment process.
Unfortunately, 911 is often the default destination for emergency calls, but not the best solution for calls from emergency phones. 911 does not automatically know the type of phone calling and can unfortunately dispatch the wrong type of help. False calls require a dispatch yet excessive dispatches result in fines. Testing of the emergency phone is discouraged as it is not an emergency. You have no easy access to the recordings of the emergency call. Most importantly, your onsite personnel are never notified of the emergency situation unfolding.