| 1/3/2008 | 0 |
PUBLIC SAFETY COMMITTEE
| HELD TO CALL OF THE CHAIR
Minutes note: Also Present:
Mark Weidmann, Agent, HSM Securities.
Council President Willie Hines, 15th Aldermanic District.
Officer Ann McCarthy, Milwaukee Police Department.
Alderman Hines advised committee members that he understood that there were grounds for non-renewal of the private alarm licenses before them and that he respected the recommendations set forth by the committee; however, that he was concerned about the impact non-renewal of the alarm business licenses might have on the city's constituents who would be left without alarm services they had already paid for.
He continued that he had met with the alarm companies present to request that corrective plans of action be implemented to rectify the exsistenting problems so the city’s residents would not suffer a loss.
Alderman Hines also identified specific areas of services or lack of services he had concerns about. He recommended implementation of the following:
-HSM should provide better overall service to their Milwaukee customers.
-Provide explanation of first responder services to customers.
-Accommodate customers for services paid for but not rendered.
-Implement corrective steps to prevent future false alarms.
-Pay all outstanding fines in full.
Mr. Weidmann appeared before the committee to provide an overview of HSM's corrective action plan. He advised members that HSM was a full service provider of private alarm services that included sales, installation, service and monitoring systems.
He informed members of implementation of the following corrective action plan by HSM:
-Complete review of Milwaukee accounts with continual audits of action plans within the system.
-Automatic monthly electronic audit with manual review when problems identified.
-All city of Milwaukee accounts reviewed by a team of trained monitoring specialists.
-HSM has drafted a letter to all customers advising them of the company's verified response policy, which is currently awaiting approved by HSM's legal department.
-Draft form to be included with contract identifying HSM's verified response policy for new customers that would require customers acknowledge with their signature indicating they understand that a first responder company would verify alarms and that police respond upon confirmation of alarm by the first responder company (awaiting legal department approval).
-HSM's system will flag accounts when action plans have been established for enforcement.
-Outlet for customers to report concerns or problems with the alarm services.
Alderman Puente asked Mr. Weidmann when the standard action plan was enforced?
Mr. Weidmann responded that the plan was started in November 2007 and that all accounts were updated by December 31, 2007.
Alderman Puente asked if there had been any false alarms since the enactment of the action plan?
Officer McCarthy responded that there had been seven incidents between December 1, 2007 and January 2, 2008.
Alderman Puente continued, had there been a reduction in the incidents of false alarms since the proceeding?
Officer McCarthy responded yes, that seven incidents was a tremendous decline.
Alderman Puente requested that Ms. McCarthy forward data identifying all calls for false alarms and complaints that occur from January 4, 2008 to January 14, 2008 to council members prior to the January 15, 2008 Common Council meeting.
Alderman Hines requested clear confirmation from Mr. Weidmann on how HSM would rectify their failure to provide services to customers who had paid for services they had not yet received.
Mr. Weidmann responded that HSM would apply some degree of credit to customers and address errors on a case-by-case basis.
Alderman Hines requested that HSM submit a corrective plan of action to council members prior to the January 15, 2008 Common Council meeting that would identify how customers would be compensated for the lack of services.
This matter was held in council at the December 11, 2007 meeting of the Common Council and will be heard for final action at the January 15, 2008 Common Council meeting.
| Pass | 5:0 |
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| 1/3/2008 | 0 |
PUBLIC SAFETY COMMITTEE
| RECONSIDERED
Minutes note: Also Present:
Ryan Newcomer, Agent, Firstline Security.
Wayne Tomlinson, Firstline Security.
Officer Ann McCarthy, Milwaukee Police Department.
Mr. Newcomer and his associate Mr. Tomlinson appeared before the committee to submit a corrective action plan relating to issues surrounding the private alarm services provide by Firstline Security.
A few of the of the issues that sparked concern about Firstline's Private Alarm Business Services were misrepresentation of their services Milwaukee customers, such as police response to alarm calls and the report of numerous unverified burglar alarm calls to the Milwaukee Police Department.
Mr. Newcomer and Mr. Tomlinson advised the committee of Firstline’s plans to enforce the following preventative measures to rectify current and any future problems that may occur:
-Audit of 1,003 customer accounts for change of patch procedures.
-Forward updated procedures (Wis. Stats., and Milwaukee Code of Ordinances 107-75) to 2,804 previously installed alarm systems no longer under Firstline control.
-Firstline will include Milwaukee Code of Ordinance, section 107-75 in their contracts to advise customers that a response company will be first on site to verify alarms and that the police department will only respond if necessary.
-All Secondary patches corrected.
-Review of all queries.
-Letter sent to Milwaukee customers apologizing for the company’s misrepresentation of services; also to include explanation an explanation of services relating to first response sources and all other corrected and true practices.
-Firstline to offer free services for 1-month to their Milwaukee customers at a cost of $45,000 to Firstline.
-Automated solution to force corrected procedures.
-Change in sales training manual.
-Confirmation call to customers to make sure they understand Firstline's policies and practices including their no police response policy.
Public Safety Committee members made the following requests of Firstline:
-Forward a copy of Firstline's policies, also a copy of the letter of explanation to their customers to all Aldermen.
-Proactively communicate with the Milwaukee Police Department to address issues related to their alarm services.
-Contact Alderman Hines prior to the January 15, 2008 Common Council meeting to address any concerns he may have.
-Assistant City Attorney Schrimpf recommended that Firstline proactively seek background checks on first responder employees.
-Develop procedures for hiring first responder employees
-Police Department provide data to council members relating to any complaints or unverified alarms to the Milwaukee Police Department from January 4, 2008 to January 15, 2008.
This matter was held in council for final action at the January 15, 2008 Common Council meeting.
| Pass | 5:0 |
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| 1/3/2008 | 0 |
PUBLIC SAFETY COMMITTEE
| RECOMMENDED FOR PLACING ON FILE | Pass | 5:0 |
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