Siva (Name changed to protect his privacy.) returned to his home after work and began preparing dinner. As the food cooked, Siva went into another room to relax and fell sound asleep. A fire broke out, activating the heat sensor in his kitchen. Before a smoke alarm went off, the heat sensor immediately sent a signal to an ADT Customer Monitoring Center. Within seconds the local fire department was notified.
As the firefighters sped to the house, an ADT associate called Siva's wife at work. She said that her husband was indeed home, but that the door was likely dead bolted. Firefighters did, indeed, have to break down the door and found Siva lying near the door, overcome by the thick smoke. They dragged his lifeless body from the burning house and promptly tried to revive him. After several attempts, they were able to bring him back to life.
Weeks later, Siva stood in his charred home with his ADT salesperson, thinking about the ADT system that had only been installed four months earlier. He thanked the representative stating, "If it weren't for you insisting that I needed fire protection that went beyond the battery-type smoke detectors, I'd be dead right now. I'll never again be without an ADT system in my home."
At approximately 11:30 p.m. on a February evening, the Customer Monitoring Center received an alarm transmission from the home of Catherine Chong (Name changed to protect her privacy.). Following notification of the proper authorities, ADT's swing shift associate called the premises and inquired as to the reason for the medical alarm signal.
ADT Associate: Are you OK?Catherine: I'm holding on. I'm nine months pregnant with my third baby and my water just broke!
Immediately, the ADT associate began to solicit additional information from Catherine in order to update the medical team heading to her home, while at the same time making sure that this mother-to-be remained calm. Staying on the phone line, the ADT associate was conscientious enough to enlist the support of an outbound teammate who was able to relay crucial information until the paramedics arrived. The paramedics provided verbal confirmation that Catherine was stable and ready to be transported to the hospital.
With her husband Yusof lying prone on the floor from a fall, Azizah (Names changed to protect their privacy.) signaled the ADT Customer Monitoring Center for help. Following an expeditious notification of the appropriate medical agency, swing shift team member continued standard operating procedure and phoned the premises. A very distraught Azizah answered the phone wondering when medical assistance would arrive.
The ADT monitoring associate first attempted to calm Azizah, assuring her that an ambulance was en route to their residence. The associate then went on to ask a variety of questions that would afford ADT the opportunity to provide an in-depth update and disclose pertinent information regarding Yusof's medical history to paramedics upon their arrival. As a result of thorough probing, the associate was able to notify the medical response team of Yusof's respiratory condition at the time and alert them that the 76-year-old patient had experienced prior bouts with kidney disease and strokes.