Alarm Calls For Service: Increasing Accuracy, Efficiency and Reliability

Alarm Calls For Service: Increasing Accuracy, Efficiency and Reliability
Duration: 60 Minutes
Module 1Module 1
Recorded on: 2021-07-29
Unit 1Slide Deck: Alarm Calls For Service
Unit 2Transcript: Alarm Calls For Service
Unit 3Workbook: Alarm Calls For Service
Unit 4Recording: Alarm Calls For Service

The ASAP (Automated Secure Alarm Protocol) to PSAP (Public Safety Answering Point) service provides unprecedented efficiencies for public safety agencies by automating the creation of calls-for-service, effectively saving minutes spent by PSAP gathering pertinent information from the calls.

This session will talk about the intricacies of the ASAP to PSAP technology and how it increases the accuracy, efficiency, and reliability of public safety services, with a panel of speakers consisting of:

  • Celia Besore, Executive Director, The Monitoring Association
  • Jay Hauhn, Principal, Hauhn and Associates, LLC
  • Carmen Van Voorhis, Operations Supervisor, Virginia Beach Emergency Communications and Citizen Services
  • Bob Finney, Director of Communications Technology, Collier County Sheriff’s Office (Naples, Florida)

Specifics discussed include:

  • The Monitoring Association – their goals and the public safety programs that they are involved in.
  • A brief history of technology evolution that led to the ASAP to PSAP integration, the difficulty of implementing this before, and how technological advances in the last decade made it possible.
  • The advantages of replacing a hundred-year-old voice technology with data in terms of accuracy, efficiency, call volume, duration of calls, and response time.
  • Comparing the significant call for service time savings from PSAP to ASAP.
  • The primary enablers and factors driving success with ASAP in terms of technological capability, infrastructure, and data exchange standards.
  • The four types of ASAP messages related to alarm workflow and maintenance.
  • The states’ Nlets readiness for ASAP technology and which ones already have ASAP in production.
  • The Virginia Beach Emergency Communications and Citizen Services experience with the technology
    • The process of implementation and the GIS address validation process.
    • The straightforward training involved and how easily integrated it was into the dispatch operation.
    • The significant reduction of call volume and false alarms upon implementation.
  • Collier County’s experience with the ASAP to PSAP implementation.
    • How it produced the largest ROI of any of the integrations done with the time savings it provided with reduced call volume.
    • How the efficiencies in call volume and duration resolved staff morale and workload issues.
    • The accuracy of ASAP generated information compared to the manual collection of information with dispatch.
    • The seamless information sharing, data management, and integration with different systems and entities.
  • Further improvements that come with ASAP technology transition to a cloud platform.
  • Breakdown of the costs involved in CAD-ASAP integration, implementation consultation, and staff time.
  • Juxtaposing NG911 and ASAP’s functions.
  • The value of ASAP in improving efficiencies by looking into the active alarm monitoring companies and emergency command centers that are integrated into ASAP, and the number of calls for service that go through the system.

Topics clarified during the Q&A are on:

  • System workaround if a PSAP is temporarily offline.
  • Training conducted for dispatchers before the implementation.
  • Access to the details of an incident.
  • Forwarding ASAP notifications within the same CAD system.
  • Expanding the scope of ASAP for medical alert systems.
  • Additional capabilities that come with the technology enhancements.


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Resources and Handouts


Audience Comments

  • “How the system monitors if a PSAP is online and able to receive notifications.” — Anje
  • “I already work with the ASAP system at my agency and it is very nice. It was nice hearing another agency that uses it and the pros are for the same reasons.” — Candace
  • “Informative training.” — Doreen
  • “Good.” — Matt
  • “Excellent product.” — Robert
Additional Resources
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After the Webinar: Alarm Calls for Service. Q&A with the Presenters
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