Central Station Central Station Operator CourseOperator Course

WELCOME!

Central Station Operator Course

DigiCom, IncDigiCom, Inc

Course Schedule

Day 1 Introduction and Administration

Unit One: Operational Overview

Unit Two: The Central Station Operator Role

Day 2 Unit Three: Alarm Verification

Unit Four: Personnel Guidelines for the Central Station Operator

Day 3 Unit Five: Communications

Unit Six: Central Station Equipment

Day 4 Unit Seven: Underwriter’s Laboratories/ Factory Mutual

Unit Eight: Telephone and Radio Communications

Day 5 Unit Nine: Emergency Procedures

Final Examination and Course Evaluations

Unit One:Unit One:

Operational OverviewOperational Overview

Know your objectives!

People of People of thethe Alarm Industry Alarm Industry

Customer-End User, Subscriber, SB’s

Alarm Installer

Central Station Operator

Authorities

Alarm Systems Alarm Systems by Security Functionby Security Function

•Burglar Alarm Systems

•Fire Alarm Systems

•Emergency Alarm Systems

•Specialized Supervisory Alarm Systems

Alarm EquipmentAlarm Equipment

Detection Devices

Control Panels

Alarm Receivers

LightsBells

Sirens

Detection Devices

Perimeter ProtectionArea Protection

Object Protection

Control UnitReporting Unit

Central StationMonitoring Office

Radio

Telephone

Cellular

Internet

Security Alarm Call FlowSecurity Alarm Call FlowExample:

Signal Sent

Attempt to Verify

Dispatch Notify Key

holders

Example:

Signal Sent

Attempt to Verify

Dispatch Notify Key

holders

Fire Alarm Call Flow Fire Alarm Call Flow (Residential)(Residential)

Example:

Signal Sent

Call Premises

Dispatch

Notify Key

holders, if

needed

Fire Alarm Call Flow Fire Alarm Call Flow (Commercial)(Commercial)

Personal Emergency Response Personal Emergency Response SystemSystem

Example:

Signal Sent

Attempt to Verify

Subscriber pushes Pendant

Operator notifies medical authorities

of situation and important medical

information

Contacts Notified

Supervisory Alarm Systems Call Supervisory Alarm Systems Call FlowFlow

Oxygen sensor sends signal

Operator notifies contact list of trouble condition

Chapter 1 Review QuestionsChapter 1 Review Questions

1. WHAT ARE THE FOUR SETS OF PEOPLE THAT MAKE UP THE ALARM INDUSTRY?

2. WHAT ARE FOUR TYPES OF ALARM SYSTEMS?

3. WHAT IS THE CALL FLOW FOR A COMMERCIAL FIRE ALARM SYSTEM?

Chapter 1 Review QuestionsChapter 1 Review Questions

5. DESCRIBE CALL FLOW FOR A SECURITY ALARM.

4. WHAT ARE THE MAJOR CATEGORIES OF ALARM EQUIPMENT? DESCRIBE THEM AND PROVIDE AN EXAMPLE OF EACH.

Unit Two:Unit Two:

Verification ProceduresVerification Procedures

Know your objectives!

Why do we have Humans monitoring alarms?

Assisting Technicians Assisting Technicians

•Place accounts on test

•Report signal history

•Diagnosing Possible Problems

•Caller Id Mismatch

•Transmission Errors

•AHS Table

Assisting CustomersAssisting Customers

•Placing Account on Test

•Giving Signal History

•Contact Info for Service

•Changing or Updating Account Info

Alarm History InformationAlarm History Information

Know DigiCom’s procedure regarding confidentiality and release of information

Data Entry and AutomationData Entry and Automation

Know DigiCom’s procedure regarding data entry

Unit Two: Review QuestionsUnit Two: Review Questions1. WHY ARE CENTRAL STATION OPERATORS NEEDED?

2. GENERALLY DESCRIBE THREE ALARM VERIFICATION PROCEDURES.

3. HOW MIGHT YOU ASSIST A CUSTOMER?

4. WHAT PROCEDURES ARE USED IN YOUR COMPANY TO RESEARCH, COMPILE AND RELAY ALARM HISTORY INFORMATION? WHO IS ALLOWED TO HAVE THIS INFORMATION?

Unit Two: Review QuestionsUnit Two: Review Questions

5. WHAT RESPONSIBILITIES DO YOU HAVE FOR THE ENTRY OF DATA INTO THE AUTOMATION SYSTEM? WHAT PROCEDURES DO YOU USE?

Unit Three:Unit Three:

Alarm VerificationAlarm Verification

Know your objectives!

ELECTRONIC

VERBAL

VerificationVerification

Verification ProceduresVerification Procedures

Operator will call premises and attempt to obtain the pass code.

If no pass code is given or an incorrect pass code, we

attempt to verify the person’s authority to be on premise.

5 Rings and two attempts

3 calls if phone is busy

Recalls made immediately one after another

If dispatch is made, police should be informed of a possible unauthorized

person on premises.

Emergency Call comes In Call taker gathers

information and places it into the computer system

for dispatchAppropriate resources are dispatched. Additional information is

relayed as it is received.

Contacting Public Safety Dispatch SystemContacting Public Safety Dispatch System

Information Relay: Be Quick, Information Relay: Be Quick, Accurate & ClearAccurate & Clear

•Identify your company

•Provide the location on the alarm

•Provide a short description of the nature of the alarm

•Provide specific information about the alarm system, if available

The Call Taker will “lead the call, asking questions as

needed.

Notifying Key Holders and Contact Notifying Key Holders and Contact PersonsPersons

•Who you are

•Why you are calling

•What the situation is

•Not to enter the protected premises

•Wait for the response agent(s)

Tell the key holder:

Notifying Key Holders and Contact Notifying Key Holders and Contact Persons, know DigiCom’s Persons, know DigiCom’s

proceduresprocedures

•What to say

•Company policies on leaving messages on answering machines

•Company policy on leaving messages with people

•Company policy when unable to locate anyone

Verification Procedures

• Residential Panic Alarm

• Fire Alarm Signals – Household– Commercial

• Personal Emergency Response– Panic– Medical

• Specialized Supervisory Alarm Systems

Unit Three: Review QuestionsUnit Three: Review Questions1. WHAT DO THE TERMS ELECTRONIC VERIFICATION AND VERBAL VERIFICATION MEAN?

2. WHY IS VERIFICATION NECESSARY?

3. THERE ARE THREE PRIMARY RULES TO BE FOLLOWED WHEN RELAYING INFORMATION TO THE PUBLIC SAFETY COMMUNICATIONS CENTER. WHAT ARE THEY?

4. WHAT PROCEDURES DO YOU USE TO NOTIFY EMERGENCY RESPONSE SERVICES?

Unit Three: Review QuestionsUnit Three: Review Questions5. WHAT PROCEDURES DO YOU USE TO NOTIFY A CONTACT PERSON OR THE SUBSCRIBER?

6. WHEN DO YOU MAKE FOLLOW UP CALLS? WHAT PROCEDURES DO YOU USE TO MAKE THESE CALLS?

Unit Four:Unit Four:

Personnel GuidelinesPersonnel GuidelinesFor the Central Station OperatorFor the Central Station Operator

Know your objectives!

Licensing RequirementsLicensing Requirements

Licensing requirements vary from state to state, city to city, and

company to company. Know the licensing requirements for the areas your company monitors.

Moral and Legal ObligationsMoral and Legal Obligations

A homeowner has her house burglarized. The television and stereo are missing, but so are the antique coins the her grandfather gave her on her eighteenth birthday they can not be replaced.

A small retail clothing store catches fire from faulty electrical hookups in the back of the store. The store smolders for about five hours, then violently explodes into flame. The entire inventory is lost.

A 72 year old man is ready to go home from the hospital, but needs to be able to contact help immediately in an emergency. He wouldn’t have to go to a nursing home for the next four months if there was only a way he could just press a button to summon help.

Everything that happens in the central station, including

subscriber’s names, addresses, alarm types, passwords, account numbers, client schedules, phone

numbers and any other information is strictly confidential. Should any of this information be disseminated, it

is a breach of confidentiality and may also have legal consequences.

Minimizing Liability ExposureMinimizing Liability Exposure

•Ask questions, get training, and understand everything that you are doing

•Report problems with equipment immediately, follow up as needed

•Report problems and conflicts with policy and procedure, and follow up as needed

•Treat each alarm as if it was coming from your home or business

Stress- Causes and SolutionsStress- Causes and Solutions

PhysicalMental

CleanlinessCleanliness

Keep Your Work Area Clean

•Use a spill proof cup

•If you snack at console remember crumbs cause bugs!

•Wipe Down all surfaces in your work area: monitors, keyboards, phone, console surface.

•Know your company’s dress code

•Report any problems to your supervisor: Broken, Dirty, needs to be repaired or cleaned.

Know your company’s procedures!

Personal SafetyPersonal Safety

•Work Place Violence

Know your company’s procedures!

•Release of Central Station employee schedules

•Restriction on visitors

•Unscheduled Technicians

•Release of Central Station Address

•Food Delivery

Personal HygienePersonal Hygiene

The Unspeakable Topic!

Additional Personal InformationAdditional Personal InformationKnow your company’s procedures!

• Tardiness

• Sick leave and policy about calling in sick

• Vacation leave

• Breaks

• Kitchens, if appropriate

• Restroom Locations

• Smoking and smoking breaks

Central Station and Company Central Station and Company Facility Security and SafetyFacility Security and Safety

IT IS EVERY OPERATORS RESPONSIBILITY TO ENSURE THE SECURITY AND SAFETY OF THE

CENTRAL STATION!

Identify any visitors to ensure they are authorized

Escort visitors at all times

Computers require logins, passwords and logouts

Facility and equipment security is essential

Unit Four: Review QuestionsUnit Four: Review Questions

1. WHAT ARE YOUR COMPANY’S REQUIREMENTS FOR LICENSING?

2. WHAT IS MEANT BY MORAL AND LEGAL OBLIGATIONS? HOW DO THESE OBLIGATIONS AFFECT YOU AND YOUR JOB?

3. WHY IS LIABILITY A CONCERN FOR CENTRAL STATION? HOW DOES IT AFFECT YOUR JOB?

4. WHAT ARE TWO TYPES OF STRESS THAT YOU MAY EXPERIENCE? HOW CAN YOU CONTROL THEM?

5. WHY IS IT IMPORTANT TO KEEP THE EQUIPMENT AND YOUR WORK AREA CLEAN?

Unit Four: Review QuestionsUnit Four: Review Questions

6. WHY IS PERSONAL SAFETY IMPORTANT?

7. WHY IS PERSONAL HYGIENE IMPORTANT?

8. WHAT POLICIES ARE IN EFFECT REGARDING ISSUES SUCH AS TARDINESS, SICK LEAVE, ETC.?

9. WHAT IS YOUR ROLE IN ENSURING THE SAFETY AND SECURITY OF THE CENTRAL STATION FACILITIES?

Unit Five:Unit Five:

CommunicationsCommunications

Know your objectives!

Inference vs. FactInference vs. Fact

Communication is the art of transmitting an idea from the mind of one to the mind of another, with

understanding

Inferences- make assumptions or guesses based on the

content of the communication received.

Facts- based on observations

A businessman had just turned A businessman had just turned off the lights in the store when off the lights in the store when a man appeared and demanded a man appeared and demanded money. The owner opened the money. The owner opened the cash register. The contents of cash register. The contents of

the cash register were scooped the cash register were scooped up, and the man sped away. up, and the man sped away. The robbery alarm activated, The robbery alarm activated,

and the police force was and the police force was promptly notified.promptly notified.

A fire alarm activated and connected to the A fire alarm activated and connected to the Central Station. The automation system Central Station. The automation system

indicated that the alarm was in installed at indicated that the alarm was in installed at 1312 Bay Avenue, Constitution, Maryland. 1312 Bay Avenue, Constitution, Maryland.

The Central Station Operator called the The Central Station Operator called the contact number, 427-3461; the woman who contact number, 427-3461; the woman who answered properly identified herself as the answered properly identified herself as the contact person and reported that there was contact person and reported that there was

a house fire, that she observed what a house fire, that she observed what appeared to be smoke coming from an open appeared to be smoke coming from an open

upstairs window, and that she observed a upstairs window, and that she observed a man run from the side of the house and man run from the side of the house and

disappear around the corner.disappear around the corner.

Implications for Central Station Implications for Central Station OperatorsOperators

• Observations vs. Inferences

• Why is it so important to distinguish between a fact and an inference?

Statements of FactStatements of Fact

Can be made only after observation

Must stay within what one observes and not go beyond

Can be made only by the observer

Approaches certainty

Can be made only to the extent of the observer’s capabilities and competency

Statements of InferencesStatements of Inferences

Can be made anytime

Can go beyond; only limited by one’s imagination

Can be made by anyone

Deal only with probability

Can be made by the incompetent

Beware of inferences. Be careful about making assumptions!

What is communication?

Transfer ideas from the mind of one to Transfer ideas from the mind of one to the mind of another with the mind of another with

understanding!understanding!

MediumMedium

Sender

Receiver

Feedback Message

Communications CycleCommunications Cycle

The words that you use:

“All units, 10-65 signal 95 reference signal 10 just occurred, South and Main, 2 suspects

northbound signal 0.”

“November 943, turn left to 240 for approach. Wind 15 at 190, altimeter 29.04. You have a heavy

seven miles ahead on final.”

Lingo: Terms and standards of a specific applicationLingo: Terms and standards of a specific application

Unit Five: Review QuestionsUnit Five: Review Questions1. WHAT IS THE DEFINITION OF COMMUNICATIONS?

2. WHAT IS AN INFERENCE? HOW DOES IT DIFFER FROM FACT?

3. ALMOST EVERYTHING WE DO IS BASED ON SOME ASSUMPTION AT SOME POINT. WHY? HOW DOES THAT AFFECT OUR PERCEPTION OF FACT?

4. WHY ARE FACTS 100% CERTAIN?

5. WHAT CAN HAPPEN WHEN WE TRUST AN ASSUMPUTION TO BE FACT?

Unit Five: Review QuestionsUnit Five: Review Questions6. WHAT ARE THE COMPONENTS OF THE COMMUNICATION CYCLE?

7. WHAT IS LINGO? SHOULD IT BE USED? WHY OR WHY NOT?

Unit Six:Unit Six:

Central Station EquipmentCentral Station Equipment

Know your objectives!

Glossary of TermsGlossary of Terms

CENTRAL STATION: A BUILDING OR SUITE OF OFFICES THAT HOUSES A COMPANY ENGAGED IN THE MONITORING OF ALARM SYSTEMS. THE CENTRAL STATION CAN NOT RUN WITHOUT POWER. POWER SUPPLIES, INCLUDING BACKUP POWER SUPPLIES, ARE ESSENTIAL TO PROPER, CONTINUOUS OPERATION OF THE CENTRAL STATION.

AUTHORITIES (CALL TAKER): EMPLOYEE OF A PUBLIC SAFETY COMMUNICATIONS CENTER WHO ANSWERS THE TELEPHONE AND RECORDS CALL FOR SERVICE.

AUTOMATION SYSTEM: A COMPUTER SYSTEM THAT CONSISTS OF HARDWARE AND SOFTWARE COMPONENTS TO ENABLE THE PROCESSING AND RECORDING OF ALARMS AND ACCOUNT DATA.

Glossary of TermsGlossary of Terms

OPERATING ROOM: THE AREA WITHIN A CENTRAL STATION THAT IS PHYSICALLY SECURE AND TO WHICH REMOTE ALARM CIRCUITS ARE CONNECTED. PERSONNEL ARE IN ATTENDANCE AT ALL TIMES TO OVERSEE THE CIRCUITS AND INVESTIGATE THE SIGNALS.

DEALER: COMPANY WHICH SELLS, INSTALLS, LEASES, AND SERVICES ALARM SYSTEMS.

CONTROL PANEL: EQUIPMENT THAT IS LOCATED AT THE PROTECTED PREMISES AND THAT CONTROLS THE ALARM SYSTEMS, SENDS SIGNALS TO THE CENTRAL STATION AND ALLOWS THE SUSCRIBER TO TURN THE ALARM SYSTEM OFF.

Glossary of TermsGlossary of Terms

RECEIVER: ELECTRICALLY OPERATED UNIT LOCATED AT A CENTRAL STATION WHICH MONITORS THE STATUS OF A PROTECTED PREMISES. THE RECEIVING EQUIPMENT CONNECTED TO AN AUTOMATION SYSTEM RECEIVES SIGNALS FROM THE PROTECTED PREMISES AND TRANSMITS THEM TO THE AUTOMATION SYSTEM.

PASSWORD/PASS CODE: SECRET CODE NUMBER OR WORD THAT GIVES YOU ACCESS TO A CONTROL UNIT OR A COMPUTER.

OPERATOR: AN EMPLOYEE WORKING AT THE CENTRAL STATION WHOSE DUTIES ARE TO PROVIDE IMMEDIATE ATTENTION TO AND PROCESSING OF ALL SIGNALS RECEIVED.

Glossary of TermsGlossary of Terms

WORKSTATION: SCREEN AND KEYBOARD AT WHICH THE OPERATOR WORKS. A TERMINAL IS CONNECTED TO THE MAIN COMPUTER. IN A PC ENVIRONMENT, IT IS CONNECTED TO THE PC.

SUBSCRIBER: THE USER OF A PREMISES PROTECTED BY THE CENTRAL STATION BURGLAR ALARM SYSTEM. AN AUTHORIZED REPRESENTIVE OF THE USER MAY ALSO BE CONSIDERED A SUBSCRIBER.

SIGNAL: MESSAGE RELAYED FROM A CONTROL PANEL TO ITS CORRESPONDING RECEIVER AT THE CENTRAL STATION.

Automation SystemsAutomation Systems

Telephone SystemsTelephone Systems

Alternate Alarm Signal DeliveryAlternate Alarm Signal Delivery

•Radio Network

•Cellular Telephone

•Packet Switched Network

•Dedicated Line

•Internet

Unit Six: Review QuestionsUnit Six: Review Questions

1. WHAT IS AN ALARM RECEIVER? HOW ARE THEY USED IN YOUR COMPANY?

2. HOW IS THE AUTOMATION SYSTEM USED IN YOUR COMPANY?

3. DESCRIBERTHE PHONE SYSTEM THAT YOUR COMPANY USES, INCLUDING KEY FEATURES AND EXTENSION NUMBERS WHERE APPLICABLE.

4. WHAT ALTERNATE ALARM SIGNAL DELIVERY SYSTEMS DOES YOUR COMPANY USE? HOW ARE THEY USED?

5. WHAT OTHER SYSTEMS ARE IN USE IN YOUR COMPANY?

Unit Seven:Unit Seven:

Underwriter’s Laboratories/ Underwriter’s Laboratories/ Factory MutualFactory Mutual

Know your objectives!

Underwriter’s Laboratories and Factory Mutual’s Underwriter’s Laboratories and Factory Mutual’s Role in the Alarm IndustryRole in the Alarm Industry

•Test Components

•Inspect and certificate the installed alarm systems.

•Inspect and certificate Central Stations

Verification Procedures for Systems with Verification Procedures for Systems with UL/FM Certificated Line SecurityUL/FM Certificated Line Security

Vs.Vs.

Verification for Systems without UL/FM Verification for Systems without UL/FM Certificated Line SecurityCertificated Line Security

Underwriter’s Laboratories/Factory MutualUnderwriter’s Laboratories/Factory Mutual

•Central Station Facilities

•Central Station Fire Protection

•Central Station Emergency Lighting

•Central Station Alarm Receivers

•Central Station Power Systems

•Remote Site Operations

•Inspections

Unit Seven: Review QuestionsUnit Seven: Review Questions

1. WHAT IS UNDERWRITER’S LABORATORIES ROLE IN THE ALARM INDUSTRY?

2. WHAT IS FACTORY MUTUAL’S ROLE IN THE ALARM INDUSTRY?

3. WHAT DOES YOUR CENTRAL STATION USE FOR ITS MAIN POWER SUPPLY? STANDBY POWER SUPPLY?

4. DOES YOUR COMPANY HAVE ANY REMOTE SITES? WHAT DO THEY DO?

5. WHAT ARE YOUR RESPONSIBILITIES DURING AN INSPECTION?

Unit Eight:Unit Eight:

Telephone and Radio Telephone and Radio CommunicationsCommunications

Know your objectives!

Telephone TechniquesTelephone Techniques

General Telephone Handling Procedures

Answering Multiple Telephone Calls

Speak Distinctly

Observe Telephone Courtesy

Terminate Calls Positively and Courteously

Specific Call Handling Procedures

Emotional SubscribersEmotional Subscribers

•Stay in control of yourself

•Be firm and in Charge

•Be generic

•Don’t antagonize the subscriber

•Acknowledge concerns and work to a solution

Telephone Messages: Receiving, Telephone Messages: Receiving, Recording, Notifying PersonnelRecording, Notifying Personnel

•Take all information in reference to the person calling

•Write it down- Never leave details to memory!

•Verify the information

•Use message books

•Identify yourself on the message so that the person may contact you with any questions.

ALPHA

BRAVO

CHARLIE

DELTA

ECHO

FOXTROT

GOLF

HOTEL

INDIA

JULIETT

KILO

LIMA

MIKE

NOVEMBER

OSCAR

PAPA

QUEBEC

ROMEO

SIERRA

TANGO

UNIFORM

VICTOR

WHISKEY

X-RAY

YANKEE

ZULU

24– HOUR TIME24– HOUR TIME

Also known as military timeAlso known as military time

Unit Eight: Review QuestionsUnit Eight: Review Questions1. WHAT IMPORTANCE DO YOU PROJECT EVERY TIME YOU ANSWER THE PHONE?

2. WHAT ARE YOUR COMPANY’S POLICIES ON ANSWERING THE PHONE? WHAT DO YOU SAY AND HOW DO YOU SAY IT?

3. HOW DO YOU HANDLE ANSWERING MULTIPLE PHONE LINES AT ONCE?

4. WHAT PROCEDURES DO YOU HAVE TO DEAL WITH EXCITED OR HYSTERICAL CALLERS?

5. WHY IS IT IMPORTANT TO RECORD ALL INFORMATION ON A CALL BY ENTERING IT INTO THE COMPUTER?

Unit Eight: Review QuestionsUnit Eight: Review Questions6. WHAT ARE YOUR COMPANY’S PROCEDURES FOR TAKING MESSAGES AND RELAYING THEM TO THE PROPER PERSON?

7. CAN YOU RECITE AND USE THE INTERNATIONAL PHONETIC ALPHABET?

8. CAN YOU EASILY USE 24-HOUR TIME?

Unit Nine:Unit Nine:

Emergency ProceduresEmergency Procedures

Know your objectives!

SYMPTOMS OF PENDING SYSTEM OF SYMPTOMS OF PENDING SYSTEM OF COMPUTER PROBLEMS:COMPUTER PROBLEMS:

•The system seems to be slowing down. Information is coming slower than normal.

•The display colors are wrong or information is scrambled.

•The system suddenly pauses and stops processing information, then starts again. It

seems as if it “took a break.”•The system fails to work at all, i.e., keyboard

inputs, alarm receiver inputs, etc. do not show up on the screen. In effect, the system is

frozen.

Locate the procedures used in Locate the procedures used in the company to deal with the company to deal with partial or full failure of the partial or full failure of the

automation systems, including automation systems, including the location of written the location of written

instructions for the response to instructions for the response to alarm accounts and how to alarm accounts and how to

read receiver tapes. read receiver tapes.

Automation FailureAutomation Failure

Locate the procedures used for Locate the procedures used for monitoring the condition of monitoring the condition of

alarm receivers and the alarm receivers and the procedures of non-functioning procedures of non-functioning

units.units.

Receiver FailureReceiver Failure

Locate your company policy Locate your company policy and procedure that is enacted and procedure that is enacted

when a personnel shortage when a personnel shortage occurs!occurs!

Locate the procedures for Locate the procedures for handling failures in the phone handling failures in the phone

system!system!

Personal ShortagesPersonal Shortages

Phone System FailurePhone System Failure

Which occur in your part of the country?

Environmental and Man-Made DisastersEnvironmental and Man-Made Disasters

Hurricane

Tornado

Seasonal Flooding

Flash Flooding

Earthquakes

Thunderstorm

Blizzard

Ice Storm

Seasonal High Wind

Forest Fire

Mudslide

Torrential Rain

Extreme Heat

Extreme Cold

Unit Nine: Review QuestionsUnit Nine: Review Questions1. HOW DO YOU DEAL WITH A FAILURE OF THE AUTOMATION SYSTEM?

2. HOW DO YOU DEAL WITH FAILURE OF ALARM RECEIVING EQUIPMENT?

3. WHAT ARE YOU RESPONSIBILITIES FOR DEALING WITH SHORTAGES OF PERSONNEL? HOW ARE THESE SITUATIONS HANDLED?

4. HOW DO YOU DEAL WITH A FAILURE OF THE PHONE SYSTEM?

5. HOW DO YOU DEAL WITH ENVIRONMENTAL AND MAN-MADE DISASTERS?