What happens when your alarm goes off at 2 AM? What happens when a security guard notices something suspicious during a routine patrol? One would think there’s a systematic response, but the truth is a little messier, and frankly, a lot more interesting. Within the security industry, emergency response is not just a matter of acting quickly; it’s a matter of making the right decision in seconds without having all the facts, while simultaneously having to compensate for multiple people, systems, and protocols in the moment.
It’s All About the First 30 Seconds
The second an operator receives an alarm, whether it be via motion detector, glass break reader or a motion reading emergency, the clock starts. Professional monitoring centers operate predicated upon those first thirty seconds, meaning that the operator on the receiving end of the alarm must determine what kind of alarm it is, their client’s address, and what response plan is preset for that location. And it matters, an active shooter at a doctor’s office will require a very different response than a false alarm at a retail outlet.
Yet this is the difference between professional operations and run of the mill alarm responses, a human being involved. For example, those at AG Security Group are adjudicating whether this alarm is valid or another common false alarm (which believe it or not, occur 98% of the time, according to security professionals). Thus, operators are multitasking in that they need to assess what’s alarmed them (motion? broken glass?), what time it is, what has been going on in that area all day, and even if something else might be occurring in the vicinity which could negate the alarm.
Communication Speeds In All Directions
Once an operator has determined that there’s something serious, communication speeds in all directions, simultaneously. The monitoring center will reach out to on-site security (if applicable) with urgency, reach out to any and everyone on the preset notification list established by the client, and depending on the situation dynamics, involve emergency services. However, not every situation needs an officer or fire department response. Calling these units unnecessarily not only wastes their time but can also hurt client standing with first responders.
Security companies have this information readily available with comprehensive lists for each client indicating who to call, when to call them, and in what order. Some business owners like to be called regardless of time; some have managers who handle after-hours situations. The monitoring center adheres to this while also making determinations if situations warrant escalation beyond usual protocol.
Technology Helps, But Not Always
Today’s technology integrates software for security companies where an incident is logged from start to finish. When an alarm system goes off, it logs it immediately into the system, presents information about that specific area and starts a digital clock. Those on the other side of the response can look at security cameras (if they’re integrated), access blueprints of the building and check previous notes about incidents in that same location. Previous information matters, if an unknown door sensor has triggered twenty times in a row over three months, that’s good to know.
But technology can only do so much. A computer cannot discern whether a body wandering around a parking lot at midnight is an employee working late, but instead someone who’s trespassing. That takes human observation. Therefore, operators must watch movements from the video footage they have access to, utilize sound detection systems and piece together what’s actually going on based upon what they see and hear.
Getting People There
When it’s determined that physical presence is necessary, security companies must get patrolling units or guards there in the fastest but safest manner possible. It’s not as easy as “whoever is closest.” Response teams must have context for what’s going on, is it a confirmed break-in? A medical emergency? An alarm that could indicate anything? What they know before they go in essentially dictates how they approach everything.
While professional security officers are trained for various situations, no incident ever goes down exactly like what they’ve experienced in training. A guard could respond to an open door that should be closed; that means someone is inside as intended or someone opened it who shouldn’t have or there was a malfunction with lock. Each situation requires different levels of response but getting there is half the battle where constant communication with monitoring centers and requesting backup could be needed.
What Happens When All Is Said and Done?
When everything settles, either by peace, an incident or in between, there’s still work to be done. Professional security companies document everything from start to finish on their end as record keeping helps future incidents and provides comprehensive reports for clients about what happened on their premises.
Such reports usually indicate patterns that aren’t obvious when looking at singular incidents. For example, if Zone 4 keeps triggering in high winds, perhaps the technology needs adjustment. If several alerts keep going off during shift changes or entry into a building, perhaps staff aren’t learning how to set systems properly after two months on the job. Professional security companies make use of this information as strong companies find ways to change up response methods ahead of time, so they’re never needed in the first place.
Humans Still Call The Shots
The technology surrounding security systems nowadays is extremely advanced, AI cameras, sophisticated sensors, automated alert systems, but without human operators making educated decisions under pressure, emergency response can be useless. Algorithms can detect movement and sounds but they can’t determine intent nor how serious any situation might be without prior context.
Thus, when an emergency arises, it’s typically the first minutes and quality of decision-making that’s rendered by trained professionals under pressure which calls the difference between mediocre security and great security. There’s no way to automate that, at least not yet.
