BS 9518:2021 pdf download – Processing of alarm signals by an alarm receiving centre — Code of practice The primary function of an ARC should be the handling of alarm and/or Vss signals, together withother signals relating to the change of status of the alarm and/or VSs systems, such as setting,unsetting or fault signals, and any related or subsidiary operations, such as keyholding or controllinga response service. 4.2Working environment The ARC should maintain an environment in its operations area that is free from unnecessarydistractions such that: a) the amount of ambient noise transmitted to the user is limited; and b) the operator can listen to and quickly verify an incident, even through unclear received audio.NOTE The working environment in the ARC is particularly important when handling lone worker or social alarmsor other audio communication systems. 4.3Operational resources processes4.3.1Staff selection and screening All ARC staff should be selected and screened in accordance with the types of risk arising from theinformation to be handled by the ARC and the nature of staff contact with customers, clients,usersand their data. For ARCs processing signals from security applications (as defined in BSEN 50518:2019), all staffshould be screened in accordance with the screening process described in BS 7858. For ARCs processing signals from non-security applications(as defined in BS EN 50518:2019),potential staff risks extend beyond those contained within the screening framework in BS 7858 andthe ARC management should have and operate a suitable screening framework and process, based onidentified risks for each post. 4.3.2Staff training All staff should receive a period of training within the ARC to familiarize them with the routines andpractices of operation. There should be a stated minimum period of training to provide staff with thecompetence to carry out specified duties, which should be completed before the operator is allowedto handle alarms without direct supervision.Training plans should include the specific requirementsfor the types of alarms the operator might be required to handle.Further training should be given,asnecessary, for specific subjects, such as new equipment or changes in operational procedure. 4.4Response agreement There should be a written response agreement with each client specifying the action(s) to be takenon receipt of an alarm, fault, other signal including mis-operation signal, or any other services to beprovided by the ARC. The response agreement should contain, as a minimum, the following. a) Prioritization of alarm signals: the prioritization applied by the ARC to different alarm signal types in instances where...

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