Average response time: 5 seconds
89% of lone worker alarms responded to in 10 seconds
(surpassing industry requirement of 80%)
LONE WORKER MONITORING
Alarm Receiving
Centre.
Highly-trained and experienced call handlers respond to lone worker alarms and manage life-threatening emergencies.
Have lone worker alarms sent direct to our ARC
When an alarm is received from a lone worker, our ARC are able to listen in live to the situation via 2 way audio channel from a lone worker device to ascertain the situation. One of our trained ARC operatives will then provide reassurance to the lone worker whilst deciding the best course of action and who to contact next. This could be the emergency services (in a genuine emergency) or a designated contact from your organisation or security team.
Emergency Response
In a verified emergency incident, operators will arrange an appropriate emergency response and then follow your custom procedure to notify you and keep you informed.
Trained operators
Our Alarm Response Operators are highly trained and experienced at responding to critical and life-threatening emergencies.
Managed 24/7
Our Alarm Receiving Centre operates 24 hours a day, 7 days a week, making sure we can get you the help you need no matter what time it is.
We are partnered with award-winning ARC, Fenix.
Fenix Monitoring is an award-winning, NSI Gold-approved Alarm Receiving Centre (ARC) based in Oxford, UK. Their state-of-the-art technology and highly trained operators will enhance our service, providing faster response times and improved monitoring capabilities.
Why Fenix monitoring?
Our partnership with Fenix Monitoring ensures a reliable service for you due to:
- Faster connections – Fenix Monitoring has demonstrated exceptional performance. In the past year, they responded to 89.08% of lone worker activations within 10 seconds, surpassing the industry requirement of 80%. Their average response time was just 5 seconds.
- Proactive system health checks - Fenix Monitoring emphasises innovation and customer-centric service, aiming to reduce false alarms by up to 90% and providing proactive equipment health checks
- Decades of industry experience – the Directors and staff at Fenix are true, industry experts and are able to answer all questions quickly and accurately.
Read more about Fenix here.
Industry accreditations.
Fenix are a National Security Inspectorate (NSI) – Gold, Approved Alarm Receiving Centre approved and certified for the following:
- Monitoring of Intruder Alarms, Monitoring of Fire Alarms
- Monitoring of Lone Worker Device
- RVRC Monitoring BS 8418 Detector Activated Video Surveillance Systems (CCTV) and other Video Surveillance Systems (CCTV) used in Security Applications
Demonstrating compliance with:
- BS EN ISO 9001:2015 - Quality Management Systems
- NSI Quality Schedule, NSI ARC Gold Approval Criteria
- BS 7858:2019 - Screening of Individuals
- BS 5979:2007 - Remote Monitoring Centres
- BS 9518:2021 - Processing of Alarm Signals
- BS 8484:2016 Clause 7 - Lone Worker
- BS 8418:2015 - Detector-activated Video Surveillance Systems (CCTV)
- CCTV SIA Licenses – All staff fully licensed in all CCTV duties
This is the highest award possible for alarm receiving centres and Fenix undergo an annual audit to ensure they maintain these standards, stay compliant and are following best practice.
Fenix Monitoring are also proactive members of the British Security Industry Association (BSIA) sitting on various industry centred working groups and committees, championing best practice and helping to shape industry legislation.
Frequently asked questions.
No – it is up to you and/or your organisation to decide whether alarms raised by your lone workers go to our ARC or directly to someone (or a security team) in your organisation. If you’re not sure, we are happy to discuss this with you to decide which is the best option.
No – the emergency services will only be called by the ARC in a genuine emergency. This ensures that they do not waste the emergency services’ time when an alarm could be dealt with by another responder (such as a manager or colleague who is close by).
If this is the case we are happy to accommodate your preferences, as long as you can assure us that this is equally as safe as using our ARC. During your onboarding session, our team will help you to create your escalation chain (who should be contacted when an alarm is raised) and will therefore include your ARC or security team within this.
Not sure what response is right for you?
Let’s work through it together. Fill out our short form to get started.