Brenda Found a Way to Help When the Account Information Was Missing
A woman was crying out for help, but she couldn’t identify herself, and her device wasn’t linked to a recognizable account. Brenda followed the clues, overcame multiple obstacles, and made sure the emergency didn’t end with an unresolved problem.
“Help! Help!”
A woman was desperately calling for assistance, but COPS Monitoring dispatcher Brenda had no way to identify her.
The caller couldn’t provide her name, address, or any other identifying information. Even the telephone number associated with her device failed to produce a matching customer account.
Brenda knew someone needed help. But without knowing who or where she was, she couldn’t tell emergency responders where to go.
The technology had connected the call. Finding the person behind it would require Human Intelligence.
A clue hiding in the information
With more than 27 years of monitoring experience, Brenda understood that missing information didn’t necessarily mean there was nowhere else to look.
Rather than allowing the unidentified account to become a dead end, she carefully examined the information available from the incoming call.
That’s when she noticed something important.
Although the device’s telephone number hadn’t identified the customer, it was associated with an alarm company.
It wasn’t the information Brenda needed, but it was a clue that could lead her there.
She contacted the alarm company’s customer care department, explained the emergency, and worked with them to identify the device and its owner.
Her persistence paid off.
The company confirmed the active account and provided the customer’s name, address, and account information.
Brenda had found the person behind the call. Now she could get help to her.
One obstacle solved. Another one waiting.
With the customer’s location established, Brenda moved forward with arranging emergency assistance.
But another problem surfaced.
The emergency authority telephone number on file was incorrect.
Brenda could have been frustrated by the second obstacle. Instead, she continued looking for a solution, located the correct contact information, and ensured emergency assistance could be dispatched.
A woman who had been unable to tell anyone where she was could now receive the help she had been asking for.
But Brenda wasn’t finished.
Solving today’s emergency wasn’t enough.
Brenda recognized that the problems she encountered weren’t limited to this one call.
The missing device information and incorrect emergency authority number could create the same obstacles during another emergency.
Rather than simply moving on after arranging assistance, she submitted a message requesting that the alarm company update both records.
It was a small but important additional step, intended to help prevent future emergencies from being delayed by the same missing or incorrect information.
Brenda didn’t just find a way around the problems. She took action to help make sure they wouldn’t happen again.
Experience that protects more than the customer
When your customer calls for help, they aren’t thinking about account databases, device identifiers, or emergency contact records.
They’re counting on someone to answer, understand what they need, and find a way to help.
And when something unexpected happens, the judgment and determination of the person handling that call become part of the experience your customer associates with your company.
Brenda demonstrated why experience matters. She recognized an overlooked clue, worked collaboratively with the alarm company, overcame an additional obstacle, and took responsibility for addressing the underlying problems.
Her actions helped a customer receive emergency assistance while also helping the alarm company improve the accuracy of information that could matter during the next emergency.
That’s more than processing a signal. It’s taking ownership of the outcome and understanding that what happens next matters.
That’s COPS Human Intelligence™ in Action.
When evaluating your monitoring partner, consider what happens when an emergency doesn’t follow the expected path. Look beyond whether someone answers the call. Consider whether they have the experience, judgment, and determination to find answers when the information they need isn’t readily available.
Your customers place their trust in you. Brenda’s story shows how the right person behind your monitoring can help protect that trust, even when everything doesn’t go according to plan.
