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Emergency Resolution 24/7Provided by the accredited Alarm Receiving Centre & nationwide branch network of SitexOrbis

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www.sitexorbis.com/arc

33578 ARC Services Brochure6.indd 3 08/09/2011 09:27

About

You can’t always be on the end of the line when an emergency happens, but we can.

At our 24/7 ARC in Wirral, Cheshire, we are instrumental in resolving approximately 35,000 calls every month, delivering exceptional levels of service and business continuity for our customers.

Following significant investment in 2009 to support our clients with best in class emergency resolution and alarm monitoring services, SitexOrbis now holds BS 5979 CAT II status, ensuring all processes and procedures fully comply with external auditing in line with stringent British Standards.

To complement this, BS 8484 accreditation for Lone Worker devices and services is also held. All staff are CRB and PNC (Police National Computer) checked and regularly trained to handle a range of issues sensitively and correctly.

24/7 Alarm Receiving Centre (ARC)Our key services include:• Intruder alarm monitoring, CCTV monitoring,

fire alarm monitoring.• Emergency call handling and resolution.

• Anti-social behaviour support line.

• Incident and accident reporting.

• code5® Lone worker protection.

Key benefits• All your call and data records admissible as

evidence in court.

• Web based management (Aura) and administration tools improve visibility and save you time.

• Cost-effective reducing your costs.

• Trusted hands, giving you peace of mind.

Rated number one by customers and available nationwide, SitexOrbis is the UK’s leading provider of 24/7 property and people protection.For over 27 years we have been trusted to provide award winning integrated property and people security services to thousands of public and private sector clients across Europe.

Continuous innovation and investment in new products, services and people ensures that we are constantly developing and able to meet our clients’ requirements, no matter how diverse or challenging.

The presence of CCTV and alarm systems can be a successful deterrent against potential intruders. When monitored actively and effectively 24/7, they then become an integral part of your security and fire systems, protecting your property and staff with maximum efficiency. Alarms are monitored and escalation processes strictly followed ensuring the fastest reaction time to your emergency.

Key benefits• Staff can assess situations and react accordingly advising authorities and clients.

• No wasted call out charges.

• Online audit trail of events.

Alarm / CCTV / Fire Alarm Monitoring

About the service From our wholly-owned CAT II ARC, we monitor over 10,000 property alarms nationwide, and can not only be your eyes and ears, but also your voice.

How it helps • 24/7 monitoring ensures consistent and timely communication to the relevant authorities in the event of any activation.

CCTV system records.

Intruders can be challenged through public address system on site.

Alarm signal received at ARC.

If intruder is still present, police / nominated agency contacted.

Live images reviewed by highly trained staff.

All activities recorded on Aura.

SitexOrbis’ range of portable alarms.

www.sitexorbis.com/arc0800 083 0850 (24/7)


Emergency Call Handling and Resolution Service

What our clients say

In a nutshell we are able to provide a seamless service 24 hours a day through SitexOrbis, which joins ASB reporting with the repairs and maintenance service, so that our customers can get the help they need with one call, and from one operator. There are many advantages and no disadvantages.

Out of hours emergency.

Aura management reporting.

24/7 response centre.

Did you know 60% of calls from tenants requesting emergency repair work are made out of hours?, typically when contractors charge premium rates and have fewer staff on-hand to respond.

The SitexOrbis 24/7 helpline can not only save you money by deferring non-urgent repairs to the next day, but increase levels of satisfaction with tenants as they are able to receive a resolution to their problem straight away.

About the service Our highly trained operators are on-hand 24/7 to provide a quick and efficient response to each event. Personalised greetings initiate pre-agreed service levels specified by you.

SitexOrbis’ bespoke software filters calls to ensure genuine emergency repairs are managed in time by the appropriate contractor.

How it helps • Allows your business to operate 24/7.

• A reliable and efficient response.

• Nominated greetings, specific to your company.

• Fully maintained contractor database ensures the correct support services are mobilised.

Key benefits• Seamless - as if landlords were responding.

• Cost and time efficient - landlord protocols followed by highly trained staff with software filtering non-emergency work.

• Web based management (Aura) and administration tools improve visibility and save you time.

Anti-Social Behaviour is a crime which can have a huge impact on people and communities. Situations such as harassment, vandalism, joyriding, and assault are an all too common theme in our daily lives.

About the service Our 24/7 UK based operators, are experienced in handling sensitive situations and make it easy for witnesses to give the essential evidence required to successfully manage anti-social behaviour. SitexOrbis’ service offers:

Tier oneAn evidence diary can be generated, collated and immediately viewable online.Incidents: criminal damage, vandalism, noise nuisance and harassment.

Tier twoWhere new and existing cases require immediate response, statements are logged and where available calls are transferred to your nominated ASB co-ordinator. Incidents: physical assault, racial abuse, domestic violence, breaches of orders and injunctions.

Tier threeAgreed escalation processes are strictly followed and operators may call emergency services when necessary.Incidents: physical attacks, riots and gun crime.

How it helps• Each incident is recorded through our secure website.

• Evidence can be built up and is admissible in court.

• Gives a full picture of events to Community Safety Teams.

• Provides a continuous service to tenants.

Key benefits• Experienced operators provide you with a

24/7 response.

• Calls can be conferenced to ASB teams and emergency services summoned.

• Enables victims to diarise events.

• Callers are left assured that a member of the ASB team will be in touch.

• Language Line and Type Talk - socially inclusive service.

• DVD with digital voice recording of conversations used as evidence in court proceedings.

• Procedures followed in line with KLOE6 guidelines.

Anti-Social Behaviour (ASB) Support Line




We had never worked with a system like this and found it was very useful to us. We were able to go in and check the status of all jobs that had been put through Aura, this gave us the advantage of managing the turnaround of our void properties quickly.

24/7 service.

Accident reporting.

Co-ordinating and recording Health & Safety incidents across a number of branches or a mobile workforce, can be difficult and time consuming. SitexOrbis can assist in capturing events in real-time and collating accurate management information to help with improving staff welfare.

About the service To ensure your duty of care is upheld and that staff safety is paramount, SitexOrbis provides a 24/7 Accident and Incident Reporting service where fully trained and accredited staff record each incident as it is notified.

How it helps • Streamlines incident reporting.

• Available 24/7.

Key benefits• Single point of contact for your users throughout the UK.

• Online reports allow you to immediately view all incidents and accidents.

• Immediate visibility of areas for improvement.

• Near-miss reporting required by Health and Safety Executive is efficiently captured.

• Confidential reports available via secure website.

Incident and Accident Reporting

SitexOrbis is able to analyse and categorise hazards, near misses, incidents and accidents.DefinitionsACCIDENT- an event that results in injury to employees, subcontractors or third parties/members of the public.

INCIDENT (including Environmental see definition below) - an event that results in loss (including financial loss) or damage to property (company owned or third party) or the environment.

ENVIRONMENTAL INCIDENT - Release of any substance to air, land or water, or damage to protected species or habitat.

VEHICLE INCIDENT - Any driving or vehicle related incident (including damage (including 3rd parties) or theft)

NEAR MISS - Event that could cause an Accident or Incident (an event were no injury or damage to equipment / property has been caused)

HAZARD - Unsafe conditions that could cause an accident, incident or near miss

A ‘SERIOUS’ ACCIDENT (with or without vehicle) is any accident (WHERE PERSONAL INJURY HAS OCCURED) where Hospital/Police/Ambulance or the Fire Brigade have been involved…

A ‘SERIOUS’ INCIDENT where Hospital/Police/Ambulance or the Fire Brigade have been involved

Our latest customer innovation is the bespoke web-based portal, Aura, providing real-time visibility of all work undertaken by SitexOrbis. Aura means faster, greener, leaner operations by removing all the hassle from people and property management.

Key benefits• Instructing us online and tracking progress of your jobs, saves you time and money.

• Your requests are delivered directly to our field-based workforce ensuring a rapid response and fast resolution.

• Full audit trail of all your job requests through to completion are available at a glance.

Online Management



Do your staff work alone? Could they be in a position where they may face difficult or dangerous situations during their working day?

About the serviceProtecting your people need not be complicated or expensive. SitexOrbis provides a British Standard accredited lone worker protection service that has been fully tested and proven over the past ten years.

Our code5® solution uses current mobile technologies, specialist and rugged devices, smart phones and PDAs all enhanced with protection features. Facilities include; real-time web access for reporting staff activities, bespoke services and response protocols designed for your business, all backed up by our highly skilled response team working 24/7 in the ARC.

code5® Lone Worker Protection

How it works AMBER STATUS1) Set timed companion schedule.

2) Record location and work activity.

3) Start discreet safety checker (GPS only).

4) Scheduled alerts missed, ARC confirm user OK.

5) Incident escalates, press red alert.

RED ALERT6) Verify user ID, location and amber message.

7) Record and listen.

8) Follow emergency procedures.

9) Emergency response and resolution.

How it helps• Upholds employers’ duty of care under

Health and Safety at Work Act.

• Gives staff and employers peace of mind.

• Raises staff morale, retention and productivity.

• Voice recordings can be used in court.

• Full audit trail.

Key benefits• Low monthly cost per user.

• Easy to use.

• Integrates with existing mobile technology.

• Highly trained operators monitor, record, locate and respond.

• Adheres to your pre-agreed emergency protocols.

• Real time user activity report.Devices To ensure you have the best solution for your specific needs and are able to provide the appropriate duty of care for your staff, SitexOrbis works with you to define the level of risk and the best device solution. code5® from SitexOrbis delivers industry leading lone worker protection across a range of devices, from standard mobile phones to specialist products:

• Enhanced features are now available on certain devices - giving users greater control of their own safety.

• Two way voice communication in a Red Alert situation (except Identicom).

• Location services via Mobile Networks, GPS (device dependant) and enhanced by users recording their activity and other positional and work related information.

• Web based user admin and reporting tools give you faster, greater control

• Flexible, bespoke contract terms, group bundled pricing and assisted deployment/training

Standardmobile phones

SmartphonesPDAs

Rugged mobiles Identicoms

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www.sitexorbis.com/loneworker0800 083 0850 (24/7)


Managers can go home feeling confident their staff have completed their day’s work safely.


Security• Sitex steel / Polymer screens• Masterguard keyless door• Security doors• Emergency boarding• Meter box / letter box covers• Fencing and bollards• Mobile site security patrols• Risk assessments• Bespoke security solutions• eMAKS (electronically Managed Access Key Systems)

NEW SERVICE• Communal access doors

Alarms & Monitoring• Temporary radio and GSM wireless intruder alarms• Videofi ed alarm with visual verifi cation NEW SERVICE• 24/7 alarm monitoring and reporting• Nationwide emergency response• Battery powered - in excess of 9 months battery life• Sequential verifi cation• Alarm peripherals - PIRs, boiler tamper, smoke detectors,

loop guard, water detectors, vibration sensors and sirens• Remote access to arm / disarm

Clean & Clear• Internal and external cleaning and clearance• Specialist cleaning (body fl uids and human waste removal)• Removal of hazardous materials• Drug den cleaning, needle sweeps• Pest control and disinfection• Fly-tipping and bulk waste removal• Graffi ti removal• Landscaping• Licensed waste carrier• Garden clearance and tidy• Communal area cleaning• Infection control NEW SERVICE• Mould eradication NEW SERVICE

Regeneration• Pre-demolition security steel screens “Permascreen”• Kitchen and bathroom strip outs• Disconnection of services• Removal of gas bottles and other dangerous goods• Hazardous material disposal• Demolition or repair work• Property inspection• Rubbish clearance, white goods removal• OEC - online energy compliance NEW SERVICE

Response & Resolution24/7 Call Handling & Resolution• Cat II BS 5979 Alarm Receiving Centre • Bespoke repairs and maintenance service• ASB support with live web reporting• Accident and incident reporting• Void property facilities management

24/7 Intelligent Alarm Monitoring• code5® Lone worker protection• Social and welfare alarm monitoring• CCTV monitoring• Hosted access control• Intruder alarm

One call does it all 24/7

0800 083 [email protected] www.sitexorbis.com

24/7 ServicesInstruct online and trackjob progress from our real-time,web-based customer portal


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