This article originally appeared in the October 2024 issue of Security Business magazine. Don’t forget to mention Security Business magazine on LinkedIn and @SecBusinessMag on Twitter if you share it.
In today’s rapidly evolving professional monitoring landscape, the need for standardized communication between monitoring centers and public safety agencies is more critical than ever. The Alarm Validation Scoring Standard (AVS-01), developed by The Monitoring Association (TMA) in collaboration with public safety professionals, represents a significant advancement in handling and communicating intrusion alarms.
AVS-01 provides a framework for categorizing alarm events based on their severity, improving situational awareness for first responders and optimizing resource allocation. With advancements in AI and technology and their integration into security automation platforms and edge systems, AVS-01 comes at the perfect time to enhance situational awareness, increase efficiency in communication, and improve resource allocation.
To support the implementation of AVS-01, TMA has launched a free online training program. This comprehensive course consists of three modules, guiding monitoring center operators on how to integrate AVS-01 seamlessly into their call handling process. The modules are designed to equip operators with the knowledge and skills necessary to apply AVS-01 effectively. Although geared towards operators, this training is an excellent resource for all stakeholders, including public safety personnel. In this article, we will outline the key learning areas for operators and why they are crucial to the future of alarm response.
Understanding the Alarm Validation Scoring Levels
One of the core elements of AVS-01 is its standardized alarm scoring system, which classifies alarms into five distinct alarm levels:
- Level 0: No Call for Service required.
- Level 1: Call for Service with minimal information.
- Level 2: Human presence detected but intent unclear.
- Level 3: Confirmed threat to property
- Level 4: Confirmed threat to life.
By mastering the alarm scoring system, operators can communicate more consistently with Emergency Communication Centers (ECCs), providing detailed information that helps prioritize response efforts. This standardized scoring framework enables more efficient communication between monitoring centers and public safety agencies.
Enhancing Call Confirmation and Situational Awareness
As part of onboarding, operators learn to evaluate the available information from alarm systems, video feeds and other sensors, and customer updates to assign the correct alarm level. AVS-01 easily enhances the existing call confirmation process, where monitoring center operators are required to gather additional data to confirm the validity of the alarm.
A critical role for monitoring center operators is to learn how to ask the right questions, assess video or audio feeds, and interpret data from alarm systems to determine whether a situation poses a real threat. By learning to detect key indicators of human presence and determining the intent behind these alarms, operators can provide ECCs with actionable information, enabling law enforcement to make informed decisions. A student exercise that helps operators assign alarm levels is part of the student experience and is in place to inspire critical thinking during the alarm scoring process.
Escalation and De-escalation Protocols
AVS-01 training provides operators with clear guidelines on how to escalate or de-escalate alarm events based on real-time data. As operators continue to gather data, they may determine that a situation is more or less severe than initially believed. Another student exercise allows the learner to practice going through the escalation and de-escalation process.
With advances in video, audio, and sensor technology, operators are often in the position to recognize and verify when an alarm event level changes. This dynamic approach to alarm handling is essential for reducing unnecessary calls for service and ensuring that public safety resources are allocated appropriately. A change could require an increased level of response, such as when evidence of a potential threat to property or life is witnessed, or when it becomes clear that no immediate threat exists, changing how first responders may respond.
Effective Communication with ECCs
Clear, concise, and consistent communication with ECCs is vital for the successful implementation of AVS-01. It is the role of the operator to relay accurate and timely information to ECC telecommunicators. Standardizing how operators relay information by using AVS-01 alarm levels across the nation has the added benefit of increasing public safety’s confidence in calls for service.
During the call handling process, operators may collect enough information to avoid unnecessary calls for service, further streamlining the communication process. Building that confidence and providing actionable situational awareness is an important outcome of AVS-01 implementation.
Seamless Integration into Standard Operating Procedures (SOPs)
AVS-01 is designed to integrate smoothly into existing Standard Operating Procedures (SOPs). By completing the training, monitoring center leaders will discover how easy it is to incorporate the AVS-01 framework into their teams' daily operations with minimal disruption. The training also provides access to resources like alarm classification scripts and communication guidelines, simplifying the transition to AVS-01. By embedding AVS-01 into their SOPs, monitoring centers can achieve greater efficiency and effectiveness in alarm handling, with little heavy lifting.
Benefits to Public Safety
The implementation of the AVS-01 Standard brings significant benefits to public safety by providing ECC Telecommunicators and law enforcement agencies with enhanced alarm information that enables responders to prioritize calls, allocate resources efficiently, and develop appropriate response strategies, ultimately enhancing overall situational awareness. With accurate and standardized alarm information, law enforcement personnel can better understand the nature and potential risks of an intrusion event before arriving at the scene. This knowledge empowers officers to take appropriate precautions, ensuring their safety and facilitating more effective and timely responses.
Free Access to AVS-01 Training
The AVS-01 training program is a vital resource for monitoring centers aiming to stay at the forefront of industry standards. The free online course consists of three 30-minute modules. Taken in order, these modules aim to provide monitoring center operators with the necessary skills and knowledge to effectively implement AVS-01, enhance communication with public safety, and improve alarm handling processes.
Module 1 (Introduction for Monitoring Center Operators): This module provides an overview of the AVS-01 Standard. By the end of the module, operators will be able to explain the scope of the standard, understand its creation, management, and enforcement, and recognize its key components. The importance of public safety engagement and compliance with AVS-01 for monitoring centers, ECCs, and law enforcement will be emphasized, along with the value of alarm classification for customers.
Module 2 (Understanding Category Definitions): In this module, operators will learn the foundational category definitions of AVS-01, including the five alarm levels (0 to 4). They will also understand the importance of escalating and de-escalating alarm event levels, engage in a student exercise on alarm classification, and recognize how actionable information improves situational awareness, credibility, and confidence in response processes.
Module 3 (Call Handling Scoring Process): This module covers how AVS-01 integrates with the enhanced call confirmation process, focusing on key data points that influence alarm escalation and de-escalation. Operators will learn manual and automated processes, tips for effective communication with ECC telecommunicators, and when not to place a call for service. The module includes a student exercise on managing alarm events and provides resources for improving communication with ECCs.
This course is designed for easy integration into existing training programs and can be completed at the learner's own pace. Upon successful completion of the final assessment, participants receive a certificate demonstrating their proficiency in applying the AVS-01 standard.
To register, visit TMATraining.net. To learn more about the standard, visit AVS-01.org.
Julie Webber is Vice President of Education and Training for The Monitoring Association (TMA). [email protected] https://tma.us/
