Vancouver City Council

Aim

The stated goal of the False Alarm Reduction Program is "To reduce the False Alarm incident workload through cooperation with the alarm industry and the public - while ensuring that expensive police resources are effectively deployed".

Intent
By effecting changes to the Bylaw and implementing the proposed Business Plan, the False Alarm Reduction Program hopes to achieve the following goals:

· Reduce false alarms by 10% annually.
· Increase public and police member safety.
· Improve program/office efficiencies.
· Increase public/alarm industry education/communication.

Background

In 1992, the Vancouver Police Department attended approximately 40,000 False Alarms with approximately 23,000 "known" alarm systems. In 1993, the Vancouver Police Department implemented Security Alarm Bylaw No. 7111 (an alarm permitting system). This has reduced the number of false alarms within the City to 13,901 in the year 2003. With more than twice as many alarm systems in Vancouver today (58,000 permits on file); the number of false alarm incidents could have climbed to over 80,000 calls for Police Service. Under the Bylaw a permit is mandatory for any premise with an alarm system, whether monitored or not, within the City of Vancouver

Current Practices

The current permitting system offers the following benefits:

· Tracks alarm activity within the CoV
· Creates revenue helping to offset costs related to alarm response by the VPD
(approximately $1.1 million annually)
· Reduces waste of valuable police resources
· Produces better relationships with both the public and the alarm industry

There are three classifications of Alarm Permits as follows; Residential $15, Small Commercial - $25 and Large Commercial $50. A Permit Holder is currently allowed four false alarms within a 12-month period (the standard for municipalities within the Lower Mainland is three. On the fourth false alarm, within the 12-month period, the permit is cancelled. The permit holder can appeal the cancellation, in writing, to the Vancouver Police Board or pay a reinstatement fee which ranges from $75 -$500 depending on permit type and previous cancellations. It should be noted that these "reinstatement fees" (fines) are among the highest in North America and have retained their deterrent effect and there is no need to raise them at this time.

Improved alarm operation and business practices have been distributed mainly by word of mouth. This is typically performed in a piece-meal fashion to those permit holders who have either been sent a warning letter (upon having three false alarms in a 12-month period) or are facing the cancellation of their permit due to excessive false alarms on their property (having had four false alarms in a 12-month period). This approach is reactive and does not reach enough people to realize the full potential of this approach.

To date, there has been no funding set aside for the purposes of either advertising the Program's success, the legal requirements of the Bylaw, or the necessary educational/consultative component necessary to see the Program reach its full potential.

The current Bylaw stipulates that an alarm company must only "...attempt to make contact with a permit holder..." The manner in which this "attempt" is made is not stipulated and gives alarm companies too much leeway. The proposed amendment (s.27) places greater responsibility on the alarm company to actually make contact with a either Permit Holder or Keyholder Reference prior to contacting the police. This procedure will allow Permit Holders a better opportunity to cancel alarm calls prior to police dispatch (thus avoiding false alarm incidents to be charged against their record and the wasting of expensive police resources).

Since the inception of the False Alarm Reduction Program, direct liaison between the alarm industry and the Police Department has been a key element in reducing false alarms. The Permitting System has fostered greater two-way communication with both the public and the alarm industry while creating a more co-operative environment versus a straight Fining System that may be perceived as more adversarial in nature. The formulation and application of Security Alarm System Bylaw 7111 insures that the CoV has input into the future of alarm response affecting the public, the alarm industry and the VPD.

The False Alarm Reduction Program Business Proposal (reference A) incorporates key objectives to connect with the Public, the Alarm Industry and the Vancouver Police Department in order to shape the future of Alarm Response within the City of Vancouver. Effective procedures are proposed in a codified form by way of improving the existing Security Alarm System Bylaw no. 7111 (reference B).

Challenges
The False Alarm Reduction Program is experiencing some significant challenges that continue to hamper the Programs ability to realize its full potential within the CoV:

· Alarm Call Reliability
Nine times out of 10, the alarm incidents that are being reported to the Police, turn out to be false. The way in which the alarms are reported to the Police need to be addressed by ensuring that alarm companies make contact with either the Permit Holder or a Keyholder Reference to help determine the necessity of dispatching the VPD in the first place.

· Public and Police Safety
With the reliability of alarms in question, response by the police and the public vary. There is a danger of either over-reacting (rushing to a "false alarm" needlessly) or under-reacting (not responding to a legitimate alarm in a timely manner or mistakenly think that the alarm "must be false" and failing to take the proper precautions). These dangers must be explained so that alarm response is both appropriate and safe.

· Alarm User Competency
Approximately 70% of all recorded false alarms are due to user error. It is alarm users who have the greatest "control" over their alarm systems. The education of alarm users must be enhanced.

· Alarm Company Accountability
Approximately 20-25% of false alarms are due to the alarm equipment and related administration. Equipment failure including the age of the equipment/technology in use, the improper application (wrong type and/or positioning) and lack of scheduled maintenance (battery failure) are among the most common occurrences. Alarm companies must remain accountable for the quality of their equipment and the service that they provide to the customer.

· Public Awareness
Even though the Program has been in effect for over ten years, there are a large number of alarm users (including alarm companies) who do not know what their legal responsibilities are with regard to the day-to-day operation of their alarm systems. The legal requirements of the Security Alarm System Bylaw must be communicated more effectively.

· Office Efficiencies
The current computer software being used to manage the Alarm Records is 10 years old and is MS DOS-based. This software is not compatible with newer operating systems. Increased office efficiencies will allow staff to provide higher levels of service and more efficient access to information. The public can not pay by credit/debit card which confounds payment by some. Better telecommunication capabilities including internet access for both payment and "self-serve" permit applications are a must. Individual workstations will need to be upgraded in order to facilitate the application of these technologies.

· False Economy
Some might resist spending money on this Program because it is established and working reasonably well. The Model-T Ford also worked well in its day but Ford had to modernize and innovate to make his product better. Progress requires change, and positive change, with the requisite funding, is required to further reduce the incidence of False alarms within the CoV and decrease the waste of police resources.

· Negative Perception
With shortages in staffing levels within the Police Department, fewer officers are assigned to "community service-based" programs. More officers have been required to be shifted into "first responder" duties/roles most notably in Patrol. The result is a more reactive (emergency driven) vs. a proactive (problem solving) police force. The more "human face" of policing is removed and replaced by an enforcement-oriented organization. Using "enforcement of the Bylaw" (levying fines) as a way of communicating legal requirements is a negative "reinforcer" and, in most cases, should be considered as a last resort. There is an opportunity to provide "enhanced service" to the public by increasing the overall efficiency of the Program.

· Managing Expectations
The Public expectation of police response to alarm calls is largely based on the fact that they pay taxes and expect service. While the Program maintains the publics' expectation of police service & protection in responding to alarm incidents; the trend of reactive rather than proactive practices are ineffective. The Public needs to be made aware of the extraordinary cost and impact on existing resources that alarm response adds within the CoV. They will be solicited to fill the role of active partners so that their expectations are more equitable with the reality of police calls for service. When expectations are more inline with actual outcomes, stress is reduced and the incidents of confrontations and disputes are diminished.

· Fee Increases
Although fees have not increased in ten years, raising them may be perceived as a "tax grab" with the City's sole purpose to raise revenue. The public wants to see "value" in the tax dollars that they spend. By providing enhanced service and communicating what those services are should help reduce scepticism.

· Concerns from the Alarm Industry
The Canadian Security Association (CANASA) represents a large number of professional alarm practitioners across Canada. By and large, their members are supportive of the CoV's effort to reduce false alarms. However, some see bylaws invoked by municipal government as meddlesome

· Demographics
Alarm users are demographically diverse and require a commensurate approach. One medium will not suffice and therefore a multi-facetted approach will be required.

· Resistance to Change
People are, for the most part, resistant to change. Managing that resistance by emphasizing mutual benefit is seen as one of the keys to success.

· Communication
There has not been a significant communications campaign since the Program began ten years ago. Building upon momentum established during past two years, the passage of information and consultation with stakeholders must be improved. Shared ownership of the false alarm problem is the key to successful relationship building and dialogue must continue in the most positive manner possible. The responsibility for Public Education lies with ALL stakeholders and the VPD/City must seize the opportunity to lead the way. By doing so, we will set the standards for Alarm Response including the most effective practices garnered from ten years of "program experience". This will allow for a more participative approach in meeting the challenges of reducing False Alarms to the benefit of all.

TARGET AUDIENCES AND MESSAGES

Our target audiences will include:

a. External: The Canadian Alarm and Security Association (CANASA), Members of the Alarm Industry, Permit Holders and members of the General Public, educational institutions, community groups, business leaders, politicians, and other law enforcement agencies.
b. Internal: Senior Management Team (SMT), Neighbourhood Police Officers (NPOs), Patrol Members, Civilian Staff, etc.

Our key messages will include:

· The fact that ALL residential alarm systems, whether monitored or not, require an Alarm Permit which must be renewed annually;
· False alarms divert police resources from real emergencies and may endanger the lives of both the police and the public as a quicker response may put them at risk in traffic;
· Approximately 70% of false alarms are caused by user error. Like the boy who cried "Wolf", false alarms reduce the effectiveness of alarm systems.

· Proposed Bylaw changes include reducing the current four allowable to three which will align our Bylaw with surrounding municipalities;

· Most Permit Holders will be required to change their current Alarm Reporting Protocols (ARPs) in order to comply with the proposed changes in the Bylaw.

Major Activities

The primary methods we will employ to achieve our aims to External and Internal Audiences including:

· The Public/Alarm Users (external);
· The Alarm Industry (external);
· The City/Police Department (internal).

Relationships will these audiences will be strengthened by a number of initiatives including:

Community Relations - VPD and the City must endeavour to foster an atmosphere of cooperation to the mutual benefit of all. The False Alarm Reduction Program presents an opportunity to provide the "friendly yet professional" face of policing by conducting presentations to special interest and community groups wherever possible. At the core of this initiative is an "educational component" which will take on a mentoring and an advisory approach in order to facilitate success by external stakeholders. This includes, but is not limited to:

· City/VPD Open Houses;
· Police Week presentations;
· Business Improvement Associations;
· Local commercial trade shows, etc. It is very important that the VPD continue to build a positive community footprint and foster positive relationships. In this way both the City and the VPD will be seen as friendly and helpful service providers assisting the public with enhanced Program initiatives in both an approachable and professional manner;

Alarm Industry Relations - Approximately 20% of False Alarms are caused by equipment failure, improper installation and/or the improper application of alarm technology. As alarm response is typically initiated by alarm companies themselves (on behalf of their customers), it is vital that they way in which Alarm Companies do business is monitored and improved. The alarm industry must continue to evolve in its application of newer/more reliable technology. The largest professional alarm association in Canada is the Canadian Security Association (CANASA). They provide venues on a quarterly basis at the Provincial level. Their activities which include AGMs, tradeshows and local conferences, provides excellent opportunities to network, share information and advertise the most effective techniques and practices in the reduction of False Alarms. By maintaining a high profile within the Alarm Industry, there will be a greater willingness to accept the suggestions of the False Alarm Reduction Program and adhere to the requirements of the Security Alarm System Bylaw No. 7111.

Media Relations - The False Alarm Reduction Program will reach public audiences through the following mediums:

· news paper articles/interviews;
· newspaper ads (quarter page - twice a year in year one);
· magazine publications (Business in Vancouver, TV Week, etc);
· Greater Vancouver Television (GVTV - a Shaw Cable Production - highlighting currents events relating to Vancouver);
· Local TV stations (Global, Shaw, CBC, etc.)
· Radio stations (NW98, CBC, CFUN, etc.).media through printed, audio and video mediums;

Office Efficiency Upgrades - There is a need to make considerable upgrades to office infrastructure including for the purposes of communicating information to/from alarm companies and the general public:

· New Alarm Management Record System (ARMS) software. The current software is ten years old and is MS DOS based. New software is required in order to speed-up routine/daily access to information, increase the ability to process permit applications in a more timely manner, amend existing files as required and process Permit Cancellation Appeal Applications required by alarm companies and/or the public;
· Provide faster computers in order to handle the requirements of connectivity to the City/Police Department including Internet access by the Public/Alarm Companies in order to take out /pay for Permits on-line.
· Improve individual processing/communication workstations to lessen fatigue/increase operator efficiency by providing larger/flat screen monitors, chairs (the ones currently used are ten years old), and wireless headsets allowing staff to perform their office duties while maintaining phone contact with the public.

Outside Police Agencies - To the larger law enforcement community -through articles, workshops and other appropriate presentation venues including:

· The Canadian Chiefs of Police Conference;
· The Justice Institute of BC (JIBC);
· The BC Crime Prevention Association (BCCPA);
· Other requests for information via electronic means and/or presentations.

The primary methods we will employ to achieve our aims to Internal Audiences will include:

Internal Communications - The False Alarm Reduction Program will communicate with City/Police Employees by the following means:

· City Employees via *Citywire and/or Staff Newsletter;

· Police Department employees via the *Intranet (VPD) web sites;

· Presentations to the Corporate Management Team (CMT) - (City) and Senior Management Team (SMT) - (VPD) annually (as a minimum);
· Roll-call training and Team Training days for Patrol Members/civilian staff;
· Presentations to Neighbourhood Police Officers (NPOs) and Community Policing Centres (CPCs) bi-annually,
· Posters and bulletins distributed to notice boards where appropriate;

Public Education & Information

There is a great need for an "educational" component within the False Alarm Reduction Program considering the following facts:

· Approximately 70% of false alarms are caused by user error;
· Approximately 20% of false alarms are caused by equipment failure and the inappropriate application of alarm technologies. Alarm users who have a better understanding of how alarm systems work/don't work, will choose a system that will be less problematic in the future;

· Special education is required across varying user groups (residential, small commercial, large commercial, etc.);
· Remedial training is often required for those permit holders who are the subject of "excessive false alarms";
· Information about the proposed/updated Security Alarm Bylaw needs to be more widely distributed to insure a) registration b) accountability and b) compliance.
· Information to be passed down directly to the general public through pamphlets and information sheets (developed in-house) which will specifically address the needs of the citizens of Vancouver; and
· Information to be passed down directly to the general public through newspaper advertising, mall displays and special event presentations.

Specific Requirements:
· False Alarm Reduction & Home Safety Tips Video - $10,000
· Alarm use and safety tips literature (printing costs)- *$4,500
· Advertising in newspapers (Sun/Province)- *$8,650
· Development of Web pages for both the City and VPD Web sites $ to be confirmed
· Panasonic CS50 Laptop Computer -1.9 GHz / 256 RAM / 40 G HD / CDWR) - $4,000
· PowerPoint projector - $4,000
· Multi-media stand for projector $250
· Multi-media tri-pod screen for projector $220
· Large "Trade-show" style folding display
· unit for public displays and presentations $2,730
· Portable (wireless) PA system $250
· 27" Portable TV and VCR $850
· AV stand for TV/VCR $390
· Portable Easel/ flipchart $200

Sub-total: $32,480 + PST/GST = $47,190

* Denotes a recurring expense

Expenditures - Subsequent Years $25,000

In addition to the current budget allocation, the following list projects recurring Program costs:
· False Alarm Reduction & Home Safety Tips
· Video reproduction/distribution $1,500
· Interact/credit card service charges $10,000*
· Alarm use and safety tips literature (printing costs) $4,500
· Advertising in newspapers (Sun/Province) $8,650.
· Public meeting expenses - $350

*Note: this estimate is based on the cost incurred as a result of offering the public this payment method and will be a recurring expense.

Summary:

· Public Education & Information - **$47,500

* Estimated cost based on best available information - we are currently negotiating with the City's IT Dept to provide this technology and this line item may impact their budget as a result.

** Figures rounded up to nearest $500

Conclusion

There needs to be a strong communications plan in place if we are to take the False Alarm Reduction Program to "the next level". We must continue to build on the current momentum by enhancing the passage of information and consultation with key audiences. Shared ownership of the false alarm problem is the key to successful relationship building and dialogue must continue in the most positive manner possible. The "educational component" of this proposal is crucial to setting the standards for alarm response including the most effective practices garnered from ten years of program experience. The provision of the necessary tools required for the collection, processing and passage of information is vital to the continuing success of the Program. Both VPD and the City of Vancouver must seize the opportunity to lead the way. By doing so, we will set the standard of excellence to follow for all police agencies and municipalities in North America.