Emergency phones enhance security and service

Feb 1, 2000 12:00 PM, ACCESS CONTROL & SECURITY SYSTEMS INTEGRATION STAFF

At its extensive parking facilities for staff, patients and visitors, Johns Hopkins Medical Institutions in Baltimore has installed ADA-compliant hands-free emergency phones. The security office also uses computer software to automatically identify the calling location and to poll each location to verify the line and basic function of the unit. The system uses Talk-A-Phone emergency phones and Talk-A-Lert software.

Joseph Coppola, chief of corporate security, parking and transportation services, discussed the facility's communications systems upgrade in an interview.

Q. Why did you install wall-mounted emergency phones in the stairwells of the parking deck?

Coppola: We had two objectives. First, we wanted to provide a means for our customers to report a security-related incidentquickly. Secondly, and just as importantly, we wanted to enhance our service. We used the same philosophy when installing the tower-mounted emergency phones in the surface-level parking areas.

Q. The emergency phone you chose has a button for "Emergency" and another button for "Info." How is that helpful?

Coppola: Our security communications center is very busy, and information calls are put on hold while more serious matters are being addressed. The customer who needs information or assistance with their vehicle understandably perceives their situation as a priority. Being put on hold is not what we consider a high level of customer service. Having the choice of an emergency call button or information call button, along with proper instructions, gives the customer the opportunity to get the service they need quickly.

Q. How would you rate your concern about service and assistance as compared to security-related situations?

Coppola: I think it is fair to say we rate both security and customer service equally high.

Q. How well does the system work?

Coppola: During the first few days of the testing phase and prior to the system being fully operational, we received a medical emergency call that allowed us to respond very quickly. Shortly after full implementation of the system, we were again able to respond to two other medical emergency calls in a short period of time. A security officer arrived by bicycle within two minutes.

Q: How has the software system worked?

Coppola: We installed computerized monitoring software in our security communications center to provide exact locations of calls and instructions to our communications officers. It was an essential component of the system because we have four large parking structures, and three surface lots scattered among 64 buildings in roughly seven square blocks in an urban environment. Without this capability, our response time would be reduced. My staff evaluated the initial Talk-A-Lert software and noted a few shortcomings. We made suggestions to the supplier, who was more than willing to work with my staff. We, in turn, agreed to act as a beta site for the new software. The new software provides more reporting features. It allows communication officers to log information in the alarm reporting window.

Q: You are now in the process of upgrading communication in your elevators by installing ADA-compliant emergency phones. Coppola: Our hospital is comprised of multiple buildings built over the last 100 years, and the elevator emergency reporting system is antiquated. We have worked with the facilities department at the hospital to bring these systems up to date. We had looked at numerous systems, but chose the one we had experience with in our parking garages. We installed four units in a bank of elevators as a pilot program and we were happy with the results.

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