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The Monitoring Association releases new operator training course

The Monitoring Association (TMA) has released a new training course for monitoring center operators, created to address the challenges of 21st century monitoring.

November 10, 2017  By  SP&T Staff

“We are pleased and proud to launch our new ‘Level 1’ training course,” said TMA President Ivan Spector. “Education has long been one of TMA’s key values to our members and to the industry at large. It’s written into our mission to advance the professional monitoring industry through education, advocacy and public safety relationships. This new course has been created by TMA volunteers and staff with vast experience in the industry and in training, and it has been reviewed extensively by our industry vetting partners. We expect it to quickly be recognized as the gold standard in monitoring center operator training.”

The new course is a manageable introduction to the industry through an e-learning experience, the TMA says. It features current best practices for online learning including micro-learning, narration and audio-visual examples for those with differing learning styles.

Modules reflect the most current technology capabilities and customer service practices in today’s most effective monitoring centers, says the organization.

The modules are:


•    Module 1 — Introduction to the monitoring industry
•    Module 2 — Technology
•    Module 3 — Effective communication
•    Module 4 — The monitoring process
•    Module 5 — False alarm prevention
•    Module 6 — Industry readiness and monitoring center security
•    Module 7 — Monitoring center operator code of excellence

“The monitoring center operator is an integral part of the alarm monitoring process that keeps people and property safe. Our course is the foundation that operators need to successfully become part of that process,” said Jay Hauhn, TMA Executive Director.

“TMA sincerely thanks the volunteers who donated countless hours to envisioning and creating the new course,” continued Hauhn. “In particular, we thank Kate Brickner, corporate trainer, training and development, Vivint; Mary Jo Lakhal, formerly security industry senior program manager, West Safety Services; Laurie Mitchell, national director CMS services, Siemens Industry Inc.; and Caryn Morgan, curriculum designer, Manitou Elite certification mentor, Bold Technologies.”

“The new Level 1 Training course that has been developed by TMA and industry volunteers is a ‘game changer’ in the central station training world,” said John Brady, president of TMA-member TRG Associates and chair of the TMA Education Committee. “As trainers strive to continue to improve the level of professionalism, accurate response and customer care within each member of their team, this interactive, online training course will significantly improve a monitoring center’s operator training onboarding process and elevate the training experience for its whole team.”

The state of Oregon has already accredited the new course for state licensing. Other state accreditation efforts are in progress and will soon follow, says TMA. The course will be available in French and Spanish next year.

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