When to use
Any inbound report mentioning forced entry, broken window paired with motion alert, unknown person inside a secured area, or missing property following suspected entry.
First priority
Resident safety. Before gathering any other information, confirm the caller is in a safe, locked location. If not, instruct them to move to one immediately.
Required information
- Caller's exact location (unit, floor, landmark)
- Is the intruder still on scene? Direction of movement?
- Weapon visible or implied?
- Number of people involved
- Physical description (clothing, height, build)
Escalation
- Weapon reported → trigger
dispatch_911action and notify Security Supervisor in parallel. - Intruder on scene, no weapon → SEV 2, notify on-call manager per escalation plan.
- Intruder has left, damage only → SEV 3, create incident and notify dispatcher.
Do NOT
- Tell the caller to approach or confront the intruder.
- Ask them to photograph the suspect if it requires leaving cover.