Alarm systems - Social alarm systems - Part 7: Application guidelines

1.1 This Technical Specification provides recommendations to service providers (and their sub-contractors) for effective and efficient management policy and procedures for installing, testing, operating and maintaining a social alarm system, including technical facilities and organising assistance. 1.2 This Technical Specification covers the following aspects: a) general service standards; b) relationships with users; c) installation in a user's home; d) alarm receiving services; e) testing and maintenance; f) response arrangements; g) visits to the user; h) operational records; i) sub-contract arrangements; j) staffing; k) risk management. NOTE The effectiveness of a social alarm system is largely dependent upon the management of the system and its integration with other services. 1.3 This Technical Specification applies to the delivery of social alarms services by organisations, whether through the use of paid or voluntary staff. It does not apply to the use of social alarm systems to enhance informal arrangements between an individual and their close friends and family for the provision of assistance, although it may provide advice on the issues that such individuals may need to consider.

Alarmanlagen - Personen-Hilferufanlagen - Teil 7: Anwendungsregeln

Systèmes d'alarme - Systèmes d'alarme sociale - Partie 7: Guide d'application

Alarmni sistemi - Socialni alarmni sistemi - 7. del: Navodila za uporabo

General Information

Status
Withdrawn
Publication Date
22-Dec-2003
Technical Committee
Parallel Committee
Current Stage
6060 - Document made available
Due Date
23-Dec-2003
Completion Date
23-Dec-2003

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Standards Content (sample)

SLOVENSKI STANDARD
SIST-TS CLC/TS 50134-7:2004
01-junij-2004
1DGRPHãþD
SIST EN 50134-7:1997
Alarmni sistemi - Socialni alarmni sistemi - 7. del: Navodila za uporabo
Alarm systems - Social alarm systems -- Part 7: Application guidelines
Alarmanlagen - Personen-Hilferufanlagen -- Teil 7: Anwendungsregeln
Systèmes d'alarme - Systèmes d'alarme sociale -- Partie 7: Guide d'application
Ta slovenski standard je istoveten z: CLC/TS 50134-7:2003
ICS:
13.320 Alarmni in opozorilni sistemi Alarm and warning systems
SIST-TS CLC/TS 50134-7:2004 en

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST-TS CLC/TS 50134-7:2004
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SIST-TS CLC/TS 50134-7:2004
TECHNICAL SPECIFICATION CLC/TS 50134-7
SPECIFICATION TECHNIQUE
TECHNISCHE SPEZIFIKATION December 2003
ICS 13.320
English version
Alarm systems –
Social alarm systems
Part 7: Application guidelines
Systèmes d'alarme – Alarmanlagen –
Systèmes d'alarme sociale Personen-Hilferufanlagen
Partie 7: Guide d'application Teil 7: Anwendungsregeln
This Technical Specification was approved by CENELEC on 2003-09-22.

CENELEC members are required to announce the existence of this TS in the same way as for an EN and to

make the TS available promptly at national level in an appropriate form. It is permissible to keep conflicting

national standards in force.

CENELEC members are the national electrotechnical committees of Austria, Belgium, Czech Republic,

Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Lithuania, Luxembourg, Malta,

Netherlands, Norway, Portugal, Slovakia, Spain, Sweden, Switzerland and United Kingdom.

CENELEC
European Committee for Electrotechnical Standardization
Comité Européen de Normalisation Electrotechnique
Europäisches Komitee für Elektrotechnische Normung
Central Secretariat: rue de Stassart 35, B - 1050 Brussels

© 2003 CENELEC - All rights of exploitation in any form and by any means reserved worldwide for CENELEC members.

Ref. No. CLC/TS 50134-7:2003 E
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CLC/TS 50134-7:2003 - 2 -
Foreword

This Technical Specification was prepared by the Technical Committee CENELEC TC 79, Alarm

systems.

The text of the draft was submitted to the formal vote and was approved by CENELEC as

CLC/TS 50134-7 on 2003-09-22.
This Technical Specification supersedes EN 50134-7:1996.
The following date was fixed:
- latest date by which the existence of the CLC/TS
has to be announced at national level (doa) 2004-03-23
________
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Contents

Introduction............................................................................................................................................ 4

1 Scope............................................................................................................................................... 4

2 Normative references..................................................................................................................... 4

3 Definitions....................................................................................................................................... 5

4 Abbreviations ................................................................................................................................. 7

5 General ............................................................................................................................................ 7

6 Contract with user.......................................................................................................................... 7

7 Installation ...................................................................................................................................... 8

8 Alarm receiving services............................................................................................................. 10

9 Testing and maintenance ............................................................................................................ 12

10 Response arrangements.......................................................................................................... 13

11 Visits to the user....................................................................................................................... 13

12 Operational records.................................................................................................................. 14

13 Sub-contract delivery of services ........................................................................................... 14

14 Staffing ...................................................................................................................................... 14

15 Risk management..................................................................................................................... 15

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Introduction

A social alarm system provides 24-hour facilities for alarm triggering, identification, signal

transmission, alarm reception, 2-way speech communication, reassurance and assistance for use by

persons who can be considered to be at risk.
1 Scope

1.1 This Technical Specification provides recommendations to service providers (and their sub-

contractors) for effective and efficient management policy and procedures for installing, testing,

operating and maintaining a social alarm system, including technical facilities and organising

assistance.
1.2 This Technical Specification covers the following aspects:
a) general service standards;
b) relationships with users;
c) installation in a user's home;
d) alarm receiving services;
e) testing and maintenance;
f) response arrangements;
g) visits to the user;
h) operational records;
i) sub-contract arrangements;
j) staffing;
k) risk management.

NOTE The effectiveness of a social alarm system is largely dependent upon the management of the system and its integration

with other services.

1.3 This Technical Specification applies to the delivery of social alarms services by organisations,

whether through the use of paid or voluntary staff. It does not apply to the use of social alarm systems

to enhance informal arrangements between an individual and their close friends and family for the

provision of assistance, although it may provide advice on the issues that such individuals may need

to consider.
2 Normative references

2.1 This Technical Specification incorporates, by dated or undated reference, provisions from

other publications. These normative references are cited at appropriate places in the text and the

publications are listed hereafter. For dated references, subsequent amendments to or revisions of any

of these publications apply to this Technical Specification only when incorporated in it by amendment

or revision. For undated references the latest edition of the publication referred to applies.

EN 50134-1 Alarm systems - Social alarms systems - Part 1: System requirements
EN 50134-2 Alarm systems - Social alarms systems - Part 2: Trigger devices

EN 50134-3 Alarm systems - Social alarms systems - Part 3: Local unit and controller

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EN 50134-5 Alarm systems - Social alarms systems - Part 5: Interconnections and
communications
EN 50136-1-1 Alarm systems - Alarm transmission systems and equipment -
Part 1-1: General requirements for alarm transmission systems
EN 50136-2-1 Alarm systems - Alarm transmission systems and equipment -
Part 2-1: General requirements for alarm transmission equipment
CLC/TS 50136-4 Alarm systems - Alarm transmission systems and equipment -
Part 4: Annunciation equipment used in alarm receiving centres
3 Definitions

For the purposes of this Technical Specification the following definitions apply:

3.1
social alarm systems

system providing 24 h facilities for alarm triggering, identification, signal transmission, alarm reception,

2-way speech communication, reassurance and assistance, for use by people who can be considered

to be at risk
3.2
alarm receiving centre (ARC)

system part which provides facilities for communication with a number of controllers, and providing the

alarm receiving and information processing system as an interface to the alarm recipient

3.3
controller

interface between one or more local units and the alarm transmission system or alarm recipient

3.4
local unit
interface between the user and the controller which enables 2-way speech
3.5
trigger device

system part, operated by a human or automatically that communicates to the local unit and controller,

initiating the alarm triggering signal
3.6
interconnections

transmission system that provides the communication between trigger devices and local unit and

controller
3.7
alarm transmission system

transmission system that provides communication between the controller and the alarm receiving

centre or an alarm recipient
3.8
fault condition

condition following detection of a fault by the local unit and controller, that prevents the functioning of

the system
———————
At draft stage.
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3.9
alarm recipient
person who receives and acts upon an alarm signal
3.10
fault reporting time

maximum interval from the time a fault occurs in the interconnection until the transmission of a fault

signal is initiated by the controller
3.11
user
person benefiting from a service provided via a social alarm system
3.12
personal receiver

system part which provides 2-way speech communication and facilities for identifying and

acknowledging the alarm
3.13
portable trigger device
trigger device carried by the user and providing wire-free communication
3.14
helper
person who attends and gives assistance to a user as a result of an alarm call
3.15
service provider

an individual or organisation having an agreement with a user to provide a social alarm service

3.16
life-critical call

any alarm call received at an alarm receiving station for which, from the information available to the

alarm recipient prior to acceptance of that call, it is not obvious that the call is in respect of an

equipment test or fault
3.17
alarm receiving station

a personal receiver or an ARC terminal at which calls are received and processed by an alarm

recipient
3.18
alarm receiving service

a staffed service for the receipt and processing of alarm calls from an alarm system

3.19
transmission time

the time measured from when the local unit and controller enters the alarm condition until the alarm

condition is reported at the alarm receiving station
3.20
availability

the percentage of time during which the system is known to be available to transmit an alarm condition

or an alarm triggering event without corruption and within the specified transmission time

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3.21
social alarm service

a service provided to an individual which uses or is mediated through a social alarm system

3.22
alarm signal

signal transmitted by the controller to an alarm receiving centre to indicate an alarm condition or a fault

condition
4 Abbreviations
GP General practitioner
5 General

5.1 It is the responsibility of the service provider to ensure the correct functioning of a social alarm

system and to arrange response to alarm signals. All elements of the social alarm system shall meet

the requirements within EN 50134 for that element of the system.

5.2 The service provider shall undertake to provide the user with continuous service.

5.3 The operation of a social alarms service will involve activities which may be regulated by

legislation to protect the rights, privacy and confidentiality of individuals in respect of their home and

family life, the recording of voice communications or as a data subject.

NOTE 1 The European Convention on Human Rights may impact on the delivery of services to an individual's home.

NOTE 2 The European Telecoms Data Protection Directive 97/66/EC may impact upon the operations of an alarm service in

respect of the use of information derived from or collected from a telephony network including call logging or routing data and

recordings of voice or data transactions.

NOTE 3 The European Data Protection Directive 95/46/EC may impact on the data processing operations of an alarm service.

5.4 Service providers shall have in place a complaints management system and shall advise

users of the arrangements that they have in place to receive, investigate and resolve complaints from

users. One outcome from the complaints management system shall be the review of operational

procedures, where appropriate.

5.5 Service providers shall have in place mechanisms to establish and measure user satisfaction

with the services provided and identify user-led improvements to services.
6 Contract with user

6.1 The user shall be provided with pre-sales information and advice to ensure that the service

and systems being offered are appropriate to their needs.

6.2 The delivery of social alarm services to individuals shall be covered by a contract between the

user and the service provider. This contract shall set out in clear and simple language the following

details (where applicable):
a) the name of the service provider and relevant contact details;
b) the services provided under the contract;
c) the ownership of any equipment required to deliver those services;

d) any charges arising under the contract and the arrangements for payment of those

charges;
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e) the information that the service provider will require to fulfil the contract and the purposes

to which that Information will be put, including any arrangements for sharing that

information;

f) details of any initial period during which the user may cancel the contract without notice

or payment;

g) the service provider's policy and procedures for obtaining forced entry to the user's

premises and the liability for securing and repairing the property after forced entry;

h) details of the service provider's complaints system and how to make a complaint;

i) details of any obligations of the user under the contract to include
• maintaining arrangements to facilitate keyholder access in an emergency,
• supply of up to date information,
• consent to data processing including voice recording of all calls to the ARC,
• notification of planned periods of absence,
• support for regular testing of the installed equipment,
• reasonable access to allow for maintenance, repair or recovery of the service
provider's equipment
j) the right of the service provider to sub-contract delivery of the services;
k) the arrangements for variation by either party of the services provided;
l) the arrangements for termination of the service by the service provider;
m) the arrangements for termination of the service by the user.
7 Installation
7.1 Choice of local units

7.1.1 The service provider shall provide information to support the user in the choice of local unit.

7.1.2 Where the service provider includes the provision of a local unit as part of the service, they

shall select a local unit that is appropriate to the needs of the user and the operating environment,

while respecting the user's home environment.
7.2 Choice of trigger devices

The type and location of trigger devices provided shall take into account the specific needs and

capabilities of the user and the user's environment.
7.3 Checking of user's information

7.3.1 Personal information required for the delivery of the contracted service shall be obtained and

checked with the user. At a minimum this information shall include
a) user name and address,
b) user premises telephone number or identifier,
c) name(s), address(es) and telephone number(s) for nominated helpers,
d) key/access details,
e) relevant health conditions,
f) professional contact details e.g. GP,
g) special instructions & notes.
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7.3.2 Where the user has nominated individuals to act as a helper, the details of these individuals

and their willingness to perform this role shall be checked by the service provider.

7.3.3 Where the user has provided the service provider with direct access to keys, the details of

these arrangements shall be checked and confirmed with the user.
7.4 Installation standards

7.4.1 The local unit and controller shall be installed in a manner that will allow it to interrupt other

usage of the alarm transmission system in the event of an alarm condition being detected.

7.4.2 Where system components offer programmable para
...

SLOVENSKI STANDARD
SIST-TS CLC/TS 50134-7:2004
01-junij-2004
1DGRPHãþD
SIST EN 50134-7:1997
Alarmni sistemi - Socialni alarmni sistemi - 7. del: Navodila za uporabo
Alarm systems - Social alarm systems -- Part 7: Application guidelines
Alarmanlagen - Personen-Hilferufanlagen -- Teil 7: Anwendungsregeln
Systèmes d'alarme - Systèmes d'alarme sociale -- Partie 7: Guide d'application
Ta slovenski standard je istoveten z: CLC/TS 50134-7:2003
ICS:
13.320 Alarmni in opozorilni sistemi Alarm and warning systems
SIST-TS CLC/TS 50134-7:2004 en

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST-TS CLC/TS 50134-7:2004
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SIST-TS CLC/TS 50134-7:2004
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SIST-TS CLC/TS 50134-7:2004
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...

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