SIST EN 50134-7:2017

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

This standard 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.
This standard specifies requirements for social alarm service providers for effective and efficient management, policy and procedures for:
a)   general requirements;
b)   marketing;
c)   sale and referral;
d)   assessment;
e)   installation;
f)   alarm monitoring;
g)   response arrangement;
h)   operational records;
i)   service and maintenance;
j)   risk management;
k)   service development and improvement;
l)   workforce.
NOTE   The effectiveness of a social alarm service is largely dependent upon the management of the system and its integration with other services.

Alarmanlagen - Personen-Hilferufanlagen - Teil 7: Anwendungsregeln

Diese Norm betrifft die Bereitstellung von Personen-Hilferufanlagen durch Organisationen, gleich ob durch bezahlte oder ehrenamtliche Mitarbeiter. Sie gilt nicht für die Verwendung der Personen-Hilferufanlagen zur Verbesserung informeller Absprachen zwischen einer Einzelperson und deren enge Freunde oder Familie für Unterstützungsleistungen, obwohl hieraus Hinweise auf die Probleme abgeleitet werden können, die diese Personen beachten sollten.
Diese Norm legt Anforderungen für Dienstleister für ein wirkungsvolles und leistungsstarkes Management, Richtlinien und Verfahrensweisen von Personen-Hilferufanlagen fest.
a) allgemeine Anforderungen;
b) Vermarktung;
c) Verkauf und Empfehlung;
d) Bewertung;
e) Installation;
f) Alarmüberwachung;
g) Planung von Maßnahmen;
h) Betriebsaufzeichnungen;
i) Überprüfung und Instandhaltung;
j) Risikomanagement;
k) Weiterentwicklung und Verbesserung der Dienstleistung;
l) Arbeitskräfte.
ANMERKUNG Die Wirksamkeit einer Personen-Hilferufanlage ist zum großen Teil von der Verwaltung der Anlage und ihrer Integration in andere Dienste abhängig.

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

La présente norme s'applique à la prestation des services d'alarme sociale par des organismes, que leur personnel soit salarié ou bénévole. Elle ne s'applique pas aux systèmes d'alarme sociale utilisés pour améliorer les arrangements informels existant entre une personne et ses proches, amis ou membres de la famille, et visant à apporter une aide ; cette norme peut néanmoins fournir des recommandations concernant les points que ces personnes pourraient avoir besoin de prendre en compte.
La présente norme spécifie les exigences pour les prestataires de services d'alarme sociale pour assurer une gestion, une stratégie et des procédures concrètes et efficaces dans les domaines suivants:
a)   les exigences générales;
b)   le marketing;
c)   les ventes et conseils de vente;
d)   l'évaluation;
e)   l'installation;
f)   la surveillance d'alarme;
g)   les conditions de réponse;
h)   les enregistrements d'exploitation;
i)   l'entretien et la maintenance;
j)   la gestion des risques;
k)   le développement et l'amélioration des services;
l)   le personnel.
NOTE   L'efficacité d'un service d'alarme sociale dépend largement de la gestion du système et de son intégration à d'autres services.

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

Ta standard se uporablja za zagotavljanje storitev v okviru socialnih alarmnih sistemov in njihove ponudnike s plačanim ali prostovoljnim osebjem. Ne obravnava uporabe socialnih alarmnih sistemov za spodbujanje neformalnih dogovorov med posamezniki ter njihovimi tesnimi prijatelji in družinskimi člani za zagotavljanje pomoči, lahko pa ponuja nasvete glede zadev, ki bi jih ti posamezniki morda morali upoštevati.
Ta standard določa zahteve za ponudnike storitev v okviru socialnih alarmnih sistemov za uspešno in učinkovito upravljanje, politiko ter postopke za:
a) splošne zahteve,
b) trženje,
c) prodajo in napotitev,
d) ocenjevanje,
e) namestitev,
f) nadzor alarmov,
g) razporeditev odzivov,
h) operativne zapise,
i) servis in vzdrževanje,
j) obvladovanje tveganja,
k) uvajanje in izboljševanje storitev,
l) delovno silo.
Opomba: Učinkovitost storitve v okviru socialnih alarmnih sistemov je odvisna predvsem od upravljanja sistema in njegove integracije z drugimi storitvami.

General Information

• Status: Published
• Public Enquiry End Date: 31-Jul-2015
• Publication Date: 08-Mar-2017
• ICS: 13.320 - Alarm and warning systems
• Technical Committee: EAL - Alarm systems
• Current Stage: 6060 - National Implementation/Publication (Adopted Project)
• Start Date: 03-Mar-2017
• Due Date: 08-May-2017
• Completion Date: 09-Mar-2017
• Ref Project: EN 50134-7:2017 - Alarm systems - Social alarm systems - Part 7: Application guidelines

Relations

• Replaces: SIST-TS CLC/TS 50134-7:2004 - Alarm systems - Social alarm systems -- Part 7: Application guidelines
• Effective Date: 01-Apr-2017

Overview

EN 50134-7:2017 - Alarm systems - Social alarm systems - Part 7: Application guidelines (CLC) provides practical guidance for organisations that deliver social alarm services. The standard covers management, policies and procedures required to operate safe and effective social alarm services (also called social alarm systems or personal alarm services). It applies to services delivered by paid or voluntary staff and focuses on the service chain from marketing and sale through installation, monitoring, response and ongoing service development.

Key topics and requirements

EN 50134-7:2017 specifies minimum requirements and guidance for:

• General requirements: Service providers must ensure correct functioning of social alarm systems and provide a continuous service.
• Marketing, sale and referral: Information to users must make service suitability clear; procedures for sales, referrals and contracts are required. Contracts should include service scope, charges, data handling and access arrangements.
• Assessment: Documented policies and procedures for user assessment where the provider performs assessments.
• Installation: Requirements for configuring and testing local units, controllers and trigger devices; guidance for self‑installation options and user instructions; record keeping of installation tests.
• Alarm monitoring and alarm receiving service (ARS): Call handling arrangements, recording of all incoming/outgoing calls (including electronic messages), standby provision for reception/transmission equipment, testing of ARS equipment and building requirements for alarm receiving centres.
• Response arrangements: Policies for planned and unplanned visits by helpers, and procedures for arranging assistance.
• Operational records: Retention and content of operational records related to alarms, tests and responses.
• Service and maintenance: Regular testing, maintenance and proven procedures to ensure system availability.
• Risk management: Identification and mitigation of risks across the service chain.
• Service development and improvement: Continuous improvement processes for social alarm services.
• Workforce: Recruitment, training and competency arrangements for paid or volunteer staff.

The standard also defines key terms such as transmission time, availability, life‑critical call, alarm call and alarm receiving station.

Practical applications - who uses EN 50134-7

EN 50134-7 is intended for:

• Social alarm service providers and alarm receiving centres (ARCs)
• Local authorities, health and social care organisations procuring alarm services
• Installers and system integrators of social alarm equipment
• Facilities managers and third‑party responders (helpers)
• Regulators, auditors and procurement teams evaluating service contracts

Use cases include designing service delivery processes, creating customer contracts, setting up alarm monitoring centres, establishing testing and maintenance regimes, and defining staff training and response procedures.

Related standards

• EN 50134 series (Parts 1, 2, 3, 5)
• EN 50136-3 and CLC/TS 50136-4 (alarm transmission/annunciation)
• EN 50518-1 and EN 50518-2 (alarm receiving centre location and technical requirements)

Keywords: EN 50134-7, social alarm systems, alarm monitoring, alarm receiving centre, installation, service provider, risk management.

Standards Content (Sample)

SLOVENSKI STANDARD
01-april-2017
1DGRPHãþD
SIST-TS CLC/TS 50134-7:2004
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: Directives d'application
Ta slovenski standard je istoveten z: EN 50134-7:2017
ICS:
13.320 Alarmni in opozorilni sistemi Alarm and warning systems
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EUROPEAN STANDARD EN 50134-7
NORME EUROPÉENNE
EUROPÄISCHE NORM
February 2017
ICS 13.320 Supersedes CLC/TS 50134-7:2003
English Version
Alarm systems - Social alarm systems - Part 7: Application
guidelines
Systèmes d'alarme - Systèmes d'alarme sociale - Partie 7 : Alarmanlagen - Personen-Hilferufanlagen - Teil 7:
Lignes directrices d'application Anwendungsregeln
This European Standard was approved by CENELEC on 2016-12-26. CENELEC members are bound to comply with the CEN/CENELEC
Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration.
Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN-CENELEC
Management Centre or to any CENELEC member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by translation
under the responsibility of a CENELEC member into its own language and notified to the CEN-CENELEC Management Centre has the
same status as the official versions.
CENELEC members are the national electrotechnical committees of Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic,
Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,
Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden,
Switzerland, Turkey and the United Kingdom.

European Committee for Electrotechnical Standardization
Comité Européen de Normalisation Electrotechnique
Europäisches Komitee für Elektrotechnische Normung
CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2017 CENELEC All rights of exploitation in any form and by any means reserved worldwide for CENELEC Members.
Ref. No. EN 50134-7:2017 E
Contents Page
European foreword . 3
Introduction . 4
1 Scope . 5
2 Normative references. 5
3 Terms and definitions . 6
4 General requirements . 7
5 Marketing . 7
6 Sale and referral . 7
7 Assessment . 8
8 Installation . 8
9 Alarm monitoring . 9
9.1 General call handling arrangements . 9
9.2 Operational procedures . 11
9.3 Personal receiver . 11
9.4 Alarm receiving service . 12
9.5 Buildings used for alarm receiving services . 12
9.6 Testing of alarm receiving service equipment . 12
10 Response arrangements . 12
10.1 General requirements . 12
10.2 Unplanned visits to the user. 13
10.3 Planned visits to the user . 13
11 Operational records. 13
12 Service and maintenance . 14
13 Risk management . 14
14 Service development and improvement. 14
15 Workforce . 15
15.1 Recruitment . 15
15.2 Training needs . 15
European foreword
This document (EN 50134-7:2017) has been prepared by CLC/TC 79 “Alarm systems”.
The following dates are fixed:
– latest date by which the EN has to be implemented (dop) 2017-12-26
at national level by publication of an identical
national standard or by endorsement
– latest date by which the national standards conflicting (dow) 2019-12-26
with the EN have to be withdrawn
This document supersedes CLC/TS 50134-7:2003.
7:2003:
— Editorial changes and refinement of wording;
— Scope – clarification that standard applies to the delivery of alarm services by organisations
whether they use paid or volunteer staff;
Additional aspects now covered include – marketing, sale or referral, assessment, service and
maintenance.
— Definitions – updated to reflect those used across the 50134 series
— 8 - Installation
Improvement to the requirement for the installation, configuration and testing of a Local Unit and
Controller
Added requirements for instructions where a self installation model is provided
— 9.1 Refinement and clarification of general call handling arrangements
— 9.1 e) - Refinement of the time between T and T and receipt of all calls
AE reaction
— 9.4 c) - Refine to requirements for keeping of records of all calls to and from the alarm receiving
service and to include electronic messages and communications
— 9.4 e) - Added requirement for equipment used in the receipt, display or transmission of alarm of
an alarm call to have a standby that can be brought into operation
— 9.5 - Added requirements for buildings sued for provision of alarm receiving services
— 9.6 - Added requirement for testing of equipment alarm receiving service equipment
— 11 - Clarification and refinement of requirements for retaining operational records
— 12 - Clarification and added requirements for regular testing, maintenance and
— Normative References - Review and verify references to other standards.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CENELEC shall not be held responsible for identifying any or all such patent rights.
Introduction
A social alarm system provides 24 h 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.
This standard describes the service chain functions that are considered to be required to provide safe
and effective application of a social alarm system to support persons who can be considered to be at
risk. The standard specifies minimum requirements for each of these service chain functions.
1 Scope
This standard 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.
This standard specifies requirements for social alarm service providers for effective and efficient
management, policy and procedures for:
a) general requirements;
b) marketing;
c) sale and referral;
d) assessment;
e) installation;
f) alarm monitoring;
g) response arrangement;
h) operational records;
i) service and maintenance;
j) risk management;
k) service development and improvement;
l) workforce.
NOTE The effectiveness of a social alarm service is largely dependent upon the management of the system
and its integration with other services.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
EN 50134-1, Alarm systems - Social alarm systems - Part 1: System requirements
EN 50134-2, Alarm systems - Social alarm systems - Part 2: Trigger devices
EN 50134-3, Alarm systems - Social alarm systems - Part 3: Local unit and controller
EN 50134-5, Alarm systems - Social alarm systems - Part 5: Interconnections and communications
EN 50136-3, Alarm systems - Alarm transmission systems and equipment - Part 3: Requirements for
Receiving Centre Transceiver (RCT)
CLC/TS 50136-4, Alarm systems - Alarm transmission systems and equipment - Part 4: Annunciation
equipment used in alarm receiving centres
EN 50518-1:2013, Monitoring and alarm receiving centre - Part 1: Location and construction
requirements
EN 50518-2:2013, Monitoring and alarm receiving centre - Part 2: Technical requirements
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply. For all others see
EN 50134-1.
3.1
interconnections
transmission system that provides the communication between trigger devices and local unit and
controller
3.2
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
3.3
user
person benefiting from a service provided via a social alarm system
3.4
portable trigger device
trigger device carried by the user and providing wire-free communication
3.5
helper
person who attends and gives assistance to a user as a result of an alarm call
3.6
service provider
individual or organisation having an agreement with a user to provide a social alarm service
3.7
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
3.8
alarm receiving station
personal receiver or an alarm receiving centre terminal at which calls are received and processed by
an alarm recipient
3.9
alarm receiving service
service for the receipt and processing of alarm calls from an alarm system
3.10
transmission time
time measured from when the local unit and controller enters the alarm condition until the alarm
condition is reported at the alarm receiving station
3.11
availability
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
3.12
social alarm service
service provided to an individual which uses or is mediated through a social alarm system
3.13
alarm call
signal transmitted by the controller to an alarm receiving centre to indicate an alarm condition or a fault
condition
4 General requirements
All social alarm equipment used to deliver a social alarm service shall comply with the requirements of
the EN 50134 series.
It is the responsibility of the service provider to ensure the correct functioning of a social alarm system
and to arrange a response to alarm calls.
The service provider shall provide a continuous service.
5 Marketing
The service provider shall ensure that they provide information that enables the user to determine that
the service being offered is appropriate to their needs.
Where the system installed requires specific services e.g. telecommunications, for its correct function
the service provider shall make this requirement known to the user.
6 Sale and referral
The service provider shall have a procedure for receipt and processing of sales orders and or
referrals.
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;
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:
a. maintaining arrangements to facilitate access in an emergency,
b. supply of up to date information,
c. consent to data processing including voice recording of all calls to the ARC,
d. notification of planned periods of absence of the user,
e. support for regular testing of the installed equipment,
f. 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.
Personal information required for the delivery of the contracted service shall be obtained and checked
with the user. As a minimum this information shall include:
a. user name and address;
b. user premises telephone number or identifier;
c. name, address and telephone number or identifier for nominated helpers;
d. key/access details;
e. relevant health conditions;
f. doctors contact details;
g. any special instruc
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