Chapter 8 - Central Alarm Stations and Dispatch Operations

Abstract

In the modern world of safety and security, the necessity of a fully functional central alarm station and dispatch center must not be underestimated. Alarm systems are powerful tools in the prevention of crime and disaster; however, the observations of the field officer and the reports from the customer over the telephone are also vital. This chapter provides an overview of the history and the evolution of the central alarm stations and dispatch centers, the various types of alarm and control systems monitored by a central station, the transmission media by which messages are transmitted, and the communications equipment utilized by dispatchers in a central station. In the past, humans acted as both alarm sensors and transmission media, but they were replaced by electrical telegraph and later by burglar alarm systems. However, the technology has changed drastically over the years, and pencil-and-paper record-keeping systems have been replaced by computer-aided dispatch software. Several types of monitoring systems now used are: alarm systems, access control systems, fire alarm systems, and closed circuit television systems. A wide variety of sensors are also incorporated in all the security, fire, and other alarm systems that can detect a physical change in the environment, interpret the event that might be taking place, and transmit the information back to a central processor where it can be read by the dispatchers in the central alarm station. In a modern central monitoring and dispatch station, the vast majority of communication is performed verbally, through telephone lines and radio channels. The most important component of a central monitoring and dispatch operation is the protection officer, and the cutting-edge technology is no substitute for an individual with good communication skills, sound judgment, knowledge of department policy, and proper and up-to-date training.