TMA Dispatch | Summer 2021
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TMA Dispatch | Summer 2021
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Inside Summer 2021
CONTENTS
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Video Monitoring Today This issue contains a special collection of articles on how video is being implemented by monitoring centers to increase customer service; reduce false dispatches; and, thwart bad actors before a crime is committed. Discover how these new technologies open opportunities for innovative and profitable business services that your company can extend to your commercial and residential customers. One positive outcome of the COVID-19 pandemic is a new and rising demand for videobased security solutions. Read on to learn more.
DEPARTMENTS 12 TECHNOLOGY
23 BUSINESS
IN EVERY ISSUE
Uncover the potential value to be gained by using cloud-based alarm monitoring. Is making such a change right for your alarm monitoring business? Read to learn more.
How has the COVID-19 pandemic changed your company’s marketing strategy and tactics? Marketing expert David Morgan provides his insights into marketing for success.
04 President’s Message
21 GUEST COLUMN
24 RESEARCH
26 AICC Report
RSPNDR’s Frank Pietrobono challenges TMA members to take a new look at their customer service post-COVID-19. After most spent months in home isolation, their new expectations are driving change.
You’ve heard the rumored rise of consumer demand for home-based health monitoring services. Now, get the real picture of this potential RMR, with metrics you can trust to make smart business decisions.
28 Wireline Report
22 LAW
46 IMPACT
Get a preview of the Virginia Consumer Data Protection Act (CDPA) which was enacted in March 2021. Virginia became the second state, after California, to enact such a comprehensive privacy law. See how your company may be impacted.
Read how professional monitoring saved a Memphis family from carbon dioxide poisoning, which was initially mistaken as the onset of COVID-19.
TMA Dispatch | Summer 2021
05 Executive Director’s Message 07 Member News
30 Wireless Report 33 FirstNet Certified 34 New Members 35 Five Diamond 37 IQ Certified 38 Operator Online Graduates 45 ASAP-to-PSAP [3]
MESSAGE FROM TMA PRESIDENT DON YOUNG, ADT member companies continually reviewed their procedures to support their customers while keeping employees safe.
Permanent Work-from-Home A glimpse into UL 827 Updates As many of you know, I have a personal passion for standards. Putting additional focus on standards has been a pillar of my association presidency. I believe adherence to industry standards is unarguably a core competency for professional monitoring. TMA has a long history as an American National Standards Institute (ANSI) accredited Standards Development Organization (SDO), producing standards important to central station monitoring. Our members also actively participate in alarm industry standards activities of other influential SDOs, such as UL and NFPA. The Covid-19 pandemic forced businesses around the globe to quickly rethink most aspects of their business models. As providers of critical life safety services, monitoring center businesses faced unique challenges. In order to provide uninterrupted alarm monitoring services, time-tested service delivery models gave way to tactical implementation of solutions that kept
employee health and well-being at the forefront. As the business continuity and employee health challenges were being solved, American National Standards (ANS) that guide us, such as UL 827, were never out of mind. When UL 827 was initially published and throughout its history of revision, no one foresaw the need to accommodate government-ordered stay-at-home directives, social distancing guidelines and other pandemic-driven safety mandates. The COVID-19 pandemic created challenges even the most forward-looking management team could not have envisioned, much less prepared for. Throughout the transition to emergency work from home (WFH) monitoring, TMA worked closely with UL to formalize short-term emergency WFH guidelines with respect to UL 827 compliance. As TMA’s members sent central station operators and other support professionals to work from home, every day was a new learning experience. As the pandemic grew,
Once the temporary WFH guidelines were issued by UL, TMA’s UL 827 committee, chaired by Vector Security’s Anita Ostrowski, began working on a proposal to UL to make emergency WFH an official part of the UL 827 standard. The lessons-learned from the initial shift to WFH were invaluable to preparing the formal proposal. Subject-matter experts assisted with important technical concerns such as data security, power back-up, communication redundancy. Various options to supervise remote workers were considered. Other unique issues such as inadvertent exposure of security data considering operators were in their home versus a monitoring center were addressed. This teamwork led to UL formally incorporating emergency work from home language in the UL 827 standard that was published in September of last year. Our efforts with respect to WFH continue. It is not uncommon for businesses to adopt an idea used to solve an immediate problem into their standard operating procedures; such is the case for WFH monitoring. The tactical need for emergency WFH monitoring was quickly adopted as an acceptable part of doing business. Based on the success of the emergency WFH experience, TMA initiated dialogue with UL to consider incorporating permanent WFH solutions into UL 827. I established a special TMA workgroup in May 2020 to develop recommendations for a permanent work-from-home proposal for inclusion in UL 827. TMA Board Member Justin Bailey from AvantGuard Monitoring volunteered to chair the workgroup. Steve Schmit, Senior Staff Engineer, UL, and six other TMA members joined the task force. In speaking with Justin about his role and the work of the task force, he continued on page 6
The views, thoughts and opinions in this article belong solely to the author and not necessarily to his employer.
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Summer 2021 | TMA Dispatch
MESSAGE FROM TMA EXECUTIVE DIRECTOR CELIA BESORE Parallel to “Good to Great”, the authors identify three major groups and nine strategies. These are:
From Good to Great to Beyond Great It is most likely that you have heard of Jim Collins’ book, Good to Great: Why Some Companies Make the Leap... and Others Don’t, published in October 2001. The book identified three main factors that successful companies shared, which are:
n They see technology as a way to accelerate achieving that one goal. n They avoid distractions and pursue steady and consistent progress towards the goal.
But, is being great enough today? Will it be enough tomorrow? Boston Consulting 1. Disciplined People Group (BCG)’s Arindam Bhattacharya, n They have “Level 5” leaders, Nikolaus Lang, and Jim Hemerling leaders with intense determination explained in their book, Beyond Great: and profound humility that are Nine Strategies for Thriving in an Era of focused on long-term success. Social Tension, Economic Nationalism, n They get the right people “on the and Technological Revolution. that “Great bus” in the right “seats.” is no longer good enough.” 2. Disciplined Thought n They confront the brutal facts, While “Good to Great” may have assessing potential and emerging worked 20 years ago, three powerful problems inside and outside and disruptive forces (social tension, the company. economic nationalism, and technological n They adopt “the Hedgehog revolution) have altered the path to concept,” doing one thing better success. Rather than focusing singly than anyone else. on shareholder value, the goal should 3. Disciplined Action now be to build a sustainable business n They exhibit a culture of advantage that benefits all stakeholders. discipline, where resources are focused on the area of strength. TMA Dispatch | Summer 2021
1. Growing beyond, by redefining what great growth looks like n Doing good, growing beyond, successfully integrating activities that have a positive societal impact and benefits all stakeholders. n Streaming it, not shipping it, by using technologies to deliver electronic solutions and experiences that fulfill unmet needs. n Refining your global game by concentrating on fewer markets and deepening engagement in those, while using asset-light or technology-based solutions. 2. Operating beyond, by rethinking how your company operates n Engineering an ecosystem. n Flexing how you make it by being responsive and resilient in the face of disruption and delivering services quickly and at low cost. n Letting the data run through it, which will shed light on future performance or consumer behaviors, while also driving the right decisions. 3. Organizing beyond, by constantly reinventing how their company is organized n Getting focused, fast and flat, by developing agile, customer-focused teams with the right tools and shunning bureaucracy. n Thriving with talent that is digitally savvy and engaged. n Embracing always-on transformation to compete and win in volatile, rapidly-evolving business environments. As life and work return to a modicum of normality, companies should reflect on whether the changes made due to the pandemic can facilitated their path to becoming “beyond great.” I believe we will find that is the case.
continued on page 7
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President’s column, continued from page 4
TMA Dispatch, Summer 2021
shared, “It was a privilege to co-chair TMA’s Work-from-Home Task Force and to witness the active involvement from many TMA members firsthand. I see monitoring from home being a key part of the future of central stations.” He went on to say he believes dedicated monitoring centers will be a key hub going forward, but that alarm operators will be found both at home and in the monitoring center in the post-pandemic business model. “Consumers have come to accept and expect professional service from wherever an agent is located, and the pandemic has helped us prove in a short time that alarm monitoring can be provided at equal or greater speed, quality, and security regardless the location of the operator.”
7918 Jones Branch Drive, Suite 510 McLean, VA 22102 703-242-4670; Fax 703-242-4675
The lessons learned from the emergency WFH effort were further refined for inclusion in the permanent WFH proposal. As I write this, a preliminary comment period to get initial feedback on the workgroup’s permanent work from home draft proposal has just concluded. The feedback received was reviewed by the workgroup prior to completing the formal proposal. The permanent WFH proposal was posted by UL on May 28, 2021. The proposal will now go through the normal UL process that reviews proposals submitted for consideration to modify a UL standard. UL 827 was not the only national standard updated to accommodate emergency work from home. It is important that standards that reference sections of other standards stay in sync. Such is the case with NFPA 72, the National Fire Alarm Code, and UL 827. Several TMA members that are on select NFPA committees participated on task-groups charged with creating Tentative Interim Amendment (TIA) language for NFPA 72, to ensure harmonization between NFPA 72 and UL 827. NFPA’s Standards Counsel approved the TIA in May. I couldn’t be more proud of the effort and collaboration exhibited by my colleagues throughout the various phases of this extremely important initiative and am grateful to represent TMA and its members in seeing this all the way through to the finish line. For more information on the permanent WFH proposal to UL 827, please contact Celia Besore at cbesore@tma.us, otherwise, it will be provided by UL per their normal CSDS procedures. TMA will also publish updates as the process proceeds. Don Young President The Monitoring Association [6]
About TMA The Monitoring Association (TMA) is the trade association representing the professional monitoring industry. Our membership community is comprised of companies spanning all industry sectors, including monitoring centers, systems integrators, service providers, installers, consultants, and product manufacturers. TMA is dedicated to the advancement of the professional monitoring industry through education, advocacy, standards, and public-safety relationships. Our Mission Our mission is to promote and advance professional monitoring to consumers and first responders through education, advocacy, and the creation of standards. Our Vision A safer world through professional monitoring. Copyright 2021 The Monitoring Association All rights reserved. TMA Officers President Don Young, Boca Raton, FL Vice Presidents Steve Butkovich, Charlotte, NC Morgan Hertel, Corona, CA Secretary Steve Walker, Plymouth, MN Treasurer Alan Gilmore IV, Cleveland, OH Immediate Past President Ivan Spector, Montreal, QC TMA Staff Executive Director Celia T. Besore, MBA, CAE Vice President of Meetings and Conventions John S. McDonald Vice President of Education and Training Julie N. Webber Director of Membership and Programs Illeny Maaza Director of Marketing and Communications Leigh A. McGuire Information Systems Manager, ASAP Service Manager Bryan Ginn Programs and Administrative Coordinator Tara Compher
Summer 2021 | TMA Dispatch
MEMBER NEWS >> MEMBERS MAKING NEWS ADI GLOBAL DISTRIBUTION WINS MISSION 500 AWARD Mission 500, a charitable non-profit organization engaging security professionals to assist families in crisis across the USA, announced ADI Global Distribution as the winner of its annual Corporate Social Responsibility (CSR) Award for its support of a wide range of social causes aimed at assisting families and children across North America. ADI’s CSR activities include company-wide and localized grassroots efforts at its branch locations across North America to support their local communities. ADI incorporates philanthropic components to large company events, like its annual Sales Kickoff, and includes its team members, customers and suppliers in its social outreach. More than doubling its contributions to Mission 500 in 2020, ADI raised over $93,200 through its 2021 virtual fundraising event to help assist children and families in need.
NATIONAL MONITORING CENTER CELEBRATES 20-YEAR ANNIVERSARY National Monitoring Center is celebrating the 20th anniversary of the company’s founding. In those years, NMC has evolved from a single 10,000 square foot facility to two fullyredundant, leading-edge monitoring centers located in California and Texas.
SECURITAS ELECTRONIC SECURITY LAUNCHES DEDICATED RETAIL DIVISION The expanded specialization in the retail market will include launching new electronic article surveillance (EAS) solutions and services.
MICRO KEY SOLUTIONS PARTNERS WITH THE NEW DICE Micro Key Solutions and The New DICE have partnered together to provide central stations who are using Millennium Monitoring automation TMA Dispatch | Summer 2021
software the ability to add interactive and advanced video services with AI analytics. While both companies currently offer monitoring and video solutions, the partnership allows central stations powered by Millennium Monitoring to take advantage of interactive video services offered by Matrix Interactive.
COPS ACQUIRES WHOLESALE MONITORING BUSINESS FROM SECURITY PARTNERS COPS Monitoring announced that it purchased the wholesale monitoring assets of Security Partners LLC at auction on May 27, 2021. Upon completion of the acquisition and subsequent preparations, the alarm companies and their 100,000+ subscriber accounts will be migrated to COPS and monitored by its network of six UL listed and TMA Five Diamond certified monitoring stations located throughout North America. The migration of the Security Partners dealer accounts is scheduled to be completed by early fall and will bring COPS’ total monitored account base to more than 3.5 million.
CALIPSA’S VIDEO FALSE ALARM REDUCTION PLATFORM SELECTED BY SIRIX Calipsa announced that Sirix, a leading Canadian remote monitoring station operator, is using its False Alarm Filtering platform. Calipsa’s artificial intelligence-based analytics reduce false alarms by more than 90%. Quebec-based Sirix offers public and private organizations solutions for remote video monitoring, cloudhosted access control, remote intercom response, alarm video verification and infrastructure uptime monitoring. Calipsa’s video analytics software is deployed in the Sirix operations center, providing an added layer of intelligence to protect its customer’s sites.
TMA Executive Director Message, continued from page 5
Companies that once relied on faceto-face connections with customers developed new ways to remain connected; these have allowed them to deliver enhanced customer experiences in new ways. Even TMA saw blessings from the COVID disruption—by converting our meetings to virtual meetings, we were able to serve members who previously had been unable to attend our meetings. The disruption also forced companies to focus on their strengths, become leaner, and experience continuous innovation as they had to adjust to many changes along the way. The whole “work-from-home” movement is an example of companies reinventing how they work.
Three powerful and disruptive forces have altered the path to success: social tension, economic nationalism, and technological revolution. I have heard of companies that were able to expand their number of operators when alarm traffic increased outside the norm by tapping into its work-from-home operators; this would have been harder and taken longer to do when everyone worked from the monitoring center.
“Great is no longer good enough.” Change is hard, and many people are inherently averse to change. For the past 16 months, we had no choice but to adapt, become more comfortable with uncertainty, and change. This experience can be the beginning of moving us from great to beyond great! Celia T. Besore, CAE Executive Director, TMA
continued on page 9
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I N T R O D U C I N G
B Y
Real Access. Really Easy. Cloud-based access control, using cellular, network or wifi. Installs in minutes. Total flexibility for single or multi-site management. Up to 1,000 doors per site, full edge system redundancy, full control and reporting from a single app or browser, video integration and much more. If you’re using Brivo, ProdataKey™, OpenPath, Feenics or any other access product, you owe it to your business to give us a look today. Learn more at DMP.com/X1. Not currently a DMP dealer? Let’s talk.
TMA Dispatch | Summer 2021
All trademarks are the property of their respective owners.
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ALARM SYSTEMS AND SECURITY RESPONSE CENTER PARTNER This mutually beneficial alliance is the result of the recognition of shared growth objectives and opportunity. The partnership allows Security Response Center to continue expansion while Alarm Systems (Belleville, ON) enables geographic development as a result of its strategic location. Alarm Systems has now partnered with their ideal consociate for monitoring, thus fulfilling the mandated ULC redundant site requirement. The partnership was effective June 1, 2021.
WAYNE ALARM ACQUIRES NORTH SHORE PROTECTION
Marketing Tools Portal for Dealers/ Integrators, enabling them to market security services, upgrades and new systems more easily. The Portal offers free customizable mailers/statement stuffers security pros can download and printout or request free physical copies; customizable ready-made HTML emails and a library of high-res or web-ready downloadable photos (by division and product brand).
NAPCO INTRODUCES NEW BRANDING The Continental Access Division of NAPCO Security Technologies is pleased to introduce its new logo, branding and dealer program. The new, modern look encapsulates the wide variety of solutions that Continental Access offers, including enterprise, mobile, cellular, cloud, wireless locks and embedded solutions, plus the debut of an all-new program for dealers/integrators.
NAPCO LAUNCHES NEW MARKETING TOOLS FOR DEALERS NAPCO Security Technologies, Inc. is pleased to introduce a New TMA Dispatch | Summer 2021
The low-light, cybersecurity-hardened Illustra Flex Gen3 cameras are capable of connecting to the Johnson Controls OpenBlue platform.
BRIVO NAMED WINNER OF 2021 BUSINESS INTELLIGENCE GROUP INNOVATION AWARDS Brivo was named one of the winners of the 2021 BIG Innovation Awards. This annual business awards program recognizes organizations, products, and people that are bringing new ideas to life in innovative ways. Brivo won in the Technology category.
PRODUCTS MAKING NEWS OPEN EYE INTRODUCES 4K CAMERAS
Wayne Alarm Systems Inc. acquired North Shore Protection Inc. The purchase further increases Wayne Alarm’s share in the greater Boston area as the company continues to grow and expand.
JOHNSON CONTROLS ADDS 8 NEW NDAA-COMPLIANT CAMERAS TO TYCO ILLUSTRA FLEX SERIES
ALTRONIX UNVEILS NEW EFLOW DUAL VOLTAGE ACCESS CONTROL KITS Altronix announces the launch of an enhanced line of eFlow power supply/ charger kits that provide 12 and 24VDC simultaneously for locking devices and peripherals.
The OE-C2012B8 (bullet) and the OEC3012T8 (turret) are outdoor cameras with excellent low-light performance and adaptive IR to provide high-definition images, both day and night. Housed in a rugged IP67 and IK10-rated housing, both cameras are well suited for installation in high-traffic locations. Both cameras are ONVIF™ and NDAA compliant, and fully compatible with the OpenEye Web Services platform, allowing multiple users to view highquality images concurrently, and set up cameras and recorders remotely using a web browser.
These new solutions are equipped with fused or PTC protected outputs that are individually selectable to provide necessary power for a wide range of access control panels, door locks, ancillary devices and more, according to the company.
BOSCH CAMERAS SUPPORT OPEN CAMERA PLATFORM
Models also feature bi-color LEDs for instant visual voltage verification and embedded LINQ network power management technology, allowing users to control, monitor and report power over individual outputs.
The new MIC inteox cameras share the same distinctive characteristics as the rest of the MIC camera family, such as robust housing and highquality imaging, and support predictive solutions with machine learning, neural network-based video analytics and third-party software apps for customized applications.
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PEOPLE MAKING NEWS DMP APPOINTS REGIONAL TRAINING MANAGER FOR THE MIDSOUTH/SOUTHEAST REGION Authorized dealers across the MidSouth/ Southeast region have a new regional training manager. Matthew McDonald will now provide technical training and support throughout that region. Most recently, McDonald was the major accounts liaison for STS Group, an authorized DMP dealer based out of Madison, Ala. As a new regional training manager for DMP, McDonald will support DMP dealers throughout his territory, which includes Kentucky, Tennessee, Alabama, Georgia, South Carolina and Northwest Florida.
VECTOR SECURITY PRESIDENT & CEO APPOINTED TO PHILADELPHIA CONTRIBUTIONSHIP BOARD OF DIRECTORS Vector Security, an intelligent mobile security and automation solutions provider to homes and businesses, announced that its president and CEO, Pamela J. Petrow, has been appointed to the board of directors of The Philadelphia Contributionship.
CHRIS NEWHOOK APPOINTED DIRECTOR American Alarm and Communications has appointed Chris Newhook to the position of Director of Monitoring Operations.
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VIVINT SMART HOME ANNOUNCES DAVID BYWATER AS CEO Vivint Smart Home, Inc. announced that David Bywater has been appointed chief executive officer. This follows Todd Pedersen stepping down as CEO of Vivint Smart Home, although he will remain a member of the board of directors. Bywater will also be joining the company’s board of directors.
ALARM DETECTION SYSTEMS APPOINTS AMY BECKER AS CHIEF OPERATING OFFICER Amy Becker as Chief Operating Officer (COO), effective immediately. As COO, Becker will oversee the company’s day-to-day operations, which includes responsibility for all of the functions at the Illinois and Colorado locations.
J. ROBERT “ROB” BROWN APPOINTED AS CEO/ EXECUTIVE DIRECTOR OF THE INTERNATIONAL ASSOCIATION OF FIRE CHIEFS Acting President & Chairman of the Board Ken Stuebing and the Board of Directors of the International Association of Fire Chiefs are pleased to announce the appointment of Fire Chief (Ret.) J. Robert Brown, Jr., as IAFC Chief Executive Officer and Executive Director.
LONG-TIME TMA MEMBER CELEBRATES 90 YEARS YOUNG Mac Hammond, a long-time TMA member and, together with his wife Bonnie, a long time association supporter, celebrated his 90th birthday in early May of this year. Both Mac and Bonnie, and indeed the larger family, are familiar faces to TMA members who saw the family across the years at our association functions. The company was acquired approximately 10 years ago. TMA’s management, staff and members all send their best wishes to Mac and his family on the occasion of his 90th!
CONGRATULATIONS TO TMA MEMBERS NAMED TO SSN’S 40 UNDER 40 The following TMA members were named on Security System News’ Annual 40 Under 40 list: n Lief Boren, Senior Manager of Dealer Services, AvantGuard n Jack Doyle, President, Doyle Integrated Systems and Support Services, Doyle Security Systems n Jennifer Hall, Director of Service Dispatch for Securitas Electronic Security (SES), North America n Jessica Lambert, Director of Monitoring Services, General Monitoring Services
As CEO/Executive Director, Mr. Brown will be responsible to assure that the IAFC builds upon our near 150-years of success at the forefront of the fire, rescue and emergency services profession and that the IAFC’s advocacy, leadership, education and service initiatives are laser-focused on the success and support of our IAFC members worldwide. Additionally, Mr. Brown is responsible for the overall leadership, management and continuity of IAFC corporate operations, and serves as President and CEO of the IAFC’s subsidiary company, Emergency Services Consulting International (ESCI), working with ESCI Chair, Chief Chris Christopoulos.
Summer 2021 | TMA Dispatch
Paid Advetorial
Alarm.com
SUCCESS STORIES SS&Si Dealer Network is more than just a distributor of home security products and technology. On top of shipping to over 600 dealers nationwide, they also provide marketing resources, private label panels, vendor programs and years of security expertise and knowhow to their clients. Jake Voll, president of SS&Si, says that helping his dealers market and sell their products is essential to the success of his company. “I think that’s what separates us as a distributor. We support our dealers throughout their customer lifecycles,” says Voll. “I like to refer to us as a ‘distributor plus.’”
PROBLEM
In the early days of the COVID-19 pandemic, one of Voll’s long time dealers approached him for advice on a complicated project involving a hospital. At this point, hospitals were trying to find creative ways to deal with shortages of personal protective gear, or PPE. The dealer needed to provide 40 video cameras with two-way voice communication for 40 hospital rooms so nurses and doctors could communicate with patients without exposing themselves to the virus or wasting precious PPE. There were several considerations when choosing the right camera for the job. Not only did they need to provide high-quality video and two-way audio, they needed to meet the stringent security needs of the healthcare environment. More than just wanting to sell hardware, Voll wanted to help ensure that frontline healthcare workers had the tools they needed to stay safe. This was a problem that Voll understood all too well; his wife is a pediatric nurse practitioner. At the onset of the pandemic, his wife’s office was short on masks like many other healthcare professionals. “I ended up posting a request for PPE to Facebook and LinkedIn, and we got masks from customers, vendors and even competitors from all over the country,” says Voll.
JAKE VOLL
PRESIDENT, SS&SI
One of the biggest challenges in setting up the cameras was getting the hospital’s IT department to integrate them into their secure network. They were initially reluctant, but ultimately it was Alarm.com’s secure platform that convinced them to set up a separate Wi-Fi network to provide coverage for all 40 cameras.
RESULTS
SS&Si Dealer Network was able to leverage its expertise to help one of their security “We don’t see anything dealers provide the right that compares apples solution in a time of need. to apples with Voll says that the quality Alarm.com.” and breadth of Alarm. JAKE VOLL com’s platform is what sets PRESIDENT SS&SI it apart from competitors and makes it the obvious choice for many applications, especially commercial applications like a large hospital. “We don’t see anything that compares apples to apples with Alarm. com,” says Voll. “They combine a smart home and smart building platform with security, video, access control and now even health and wellness to offer a robust ecosystem and platform for our dealers.”
SOLUTION
Providing expertise is SS&Si’s biggest value-add, and in this instance Voll says he knew exactly which product would fit the bill. “I suggested the Alarm.com Wellcam™,” explained Voll, “and it met all their needs.” Wellcam sports crisp 1080p video with a wide field of view, and clear two-way audio that’s integrated “There were other into the camera so there’s no need for additional hardware options, but equipment. But what really made Wellcam the Alarm.com’s platform standout choice was Alarm.com’s HIPAA-compliant, sealed the deal.” security-forward platform. “There were other JAKE VOLL hardware options,” says Voll, “but Alarm.com’s PRESIDENT SS&SI platform sealed the deal.”
TMA Dispatch | Summer 2021
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TECHNOLOGY >>
Cloud-based Monitoring
Is making the change the right direction for your business? By Contributed by the BOLD Group
Advantages of Using the Cloud at Your Business Cloud computing has a lot to offer the alarm monitoring and security industry. Your business can use the cloud for a lot more than just document storage.
The cloud has had a huge impact on how many organizations do business, however, many security and alarm monitoring companies have been slow to adopt it. This may be because many do not fully understand the potential of the cloud. Plus, with the inherent security concerns that come with any operational change, industry leaders have been unmotivated to make the switch.
definition of what it is or how it applies to specific industries.
There is a lot of potential value to be gained by using cloud-based alarm monitoring, and understanding the benefits will help you decide if making such a change is right for your alarm monitoring business.
By delivering cloud-based alarm monitoring solutions, service providers can help businesses to run more efficiently and effectively. In this arrangement, the alarm monitoring infrastructure and software is hosted and managed by the service provider. The business only needs to have workstations from which to connect and from there, alarm monitoring service providers can perform all necessary monitoring functions with better support.
The Cloud in the Alarm and Security Field Chances are that you have heard about the cloud hundreds of times. Unfortunately, it is often thrown around as a buzzword without any clear [12]
In short, cloud computing is the delivery of data, applications, processing, and other computing services over the internet and on-demand. One of the most common uses of the cloud is to store and manage data. However, it can be used for much more in the security industry.
The following are some of the most significant benefits of using a cloudbased platform for alarm monitoring: • Eliminate the Need for On-Premises Hardware: Using cloud-based alarm monitoring, there is a significantly reduced need for on-premises hardware. You can move your infrastructure in part or in entirety to a secure, protected location. Going forward, you only need phones and workstations on- premises. No servers, receivers, or alarm software implementations are needed. • Improve Security and Reliability: Cloud services are usually hosted in data centers. These typically offer more security and reliability than is possible with on-premises hardware. In other words, your customers don’t have to worry as much about cyber threats or outages. • Reduce Customer Frustrations: The consistency of cloud alarm monitoring means that your customers won’t be frustrated by outages. Increased customer satisfaction can lead to improved revenue. • Cut Monitoring Costs: In many cases, your security business can access best-in-class technology that would otherwise be significantly more expensive. This means that you can reduce costs and offer more features to your customers. continued on page 20
Summer 2021 | TMA Dispatch
Ho’olu komo la kaua* *Please Join Us! Perhaps you’ve imagined a time and a place where you’ll connect with colleagues, old and new, and gain valuable insights into new strategies and technologies to strengthen and grow your por tfolio of services. The time is now and the place is TMA’s 2021 Annual Meeting at the Ritz-Carlton, Kapalua located on the scenic island of Maui, Hawaii.
The Venue
Set on 54 lush acres overlooking the Pacific Ocean, the five-star rated Ritz-Carlton, Kapalua offers modern amenities and contemporar y guest rooms and suites. Your stay will be entranced by sophisticated dining, championship golf courses, and spa treatments steeped in Hawaiian culture.
The Program
Our Annual Meeting education sessions are designed to keep you informed and provide you with strategies to assure your company’s future success. Highlights of this year’s agenda include:
n Industr y trends n The M&A Market n The Marketing Power of Life-saving Stories
n Impact of Scoring Intrusion Alarms n Work from Home Impact on Company Culture n Future Risks and Oppor tunities
Visit https://tma.us/events/tma-2021-annual-meeting/ for the latest meeting program, news, and event information.
The Monitoring Association
2021 Annual Meeting
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October 9-13 | Ritz-Carlton, Kapalua
Summer 2021 | TMA Dispatch
<<COVER STORY
SPECIAL REPORT -
VIDEO
SPECIAL VIDEO FEATURES: l The New Reality for Monitoring | Avi Lupo, DICE Corporation How to Chose a Video Analytics Solution l
l
TMA Dispatch | Summer 2021
| Ben Ziomek, Actuate
No Longer on Mute, Monitoring Standard Addresses Audio Verification | James Marcella, Axis Communications
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<<SPECIAL REPORT
The New Reality for Monitoring Interactive video monitoring: Going beyond video verification By Avi Lupo, DICE Corporation
a new level of automation to monitoring and surveillance. It is incredible how far we have come. Cameras can now pick out a person or a certain vehicle, a person holding a gun, specific clothing, human behavior and much more. Plus, it can do so during set times. With machine learning, the system is “rapidly getting better” even beyond the capabilities of a human operator. That opens up a variety of automated services that were not possible just a few years ago.
We are at the point where there is an overabundance of cameras and recorded video. This overload of video information is basically useless and is what I call “video garbage.” The solution is an opportunity to add value for your customers by providing services that include video monitoring. Plus, it is an excellent new RMR generator with minimal costs for your central station. Like intrusion monitoring, visual monitoring can range from simplistic solutions to comprehensive video monitoring that includes artificial intelligence with audible and visual deterrents. Visual Monitoring and Interactive Video Monitoring Most central stations see visual monitoring as basic video verification. But video verification has become so much more than when I helped introduce the service with OzVision to TMA Dispatch | Summer 2021
the industry about 20 years ago. Plus, with analytics and artificial intelligence, central stations can now offer enhanced video monitoring including advanced video verification and interactive video services. Think of it as the difference between reactive monitoring versus monitoring that is proactive, preventative, and interactive. Simply put, video verification and other interactive video services are bringing additional, valuable information into the central station. This allows your company to provide a level of service that meets and even exceeds customers’ expectations. Artificial Intelligence True artificial Intelligence (AI) is enabling video surveillance systems to ‘learn’ what a potential threat may look like. AI will understand what a typical activity in a scene looks like and then detect and flag unusual events; this adds
Systems are now smart enough to analyze, understand, and prioritize the video, along with the level of priority. That level will determine if the video alarm goes to an end user, a central station operator and/or is recorded. A person holding a gun will be high priority, while a person holding a cell phone is low priority. Operators are also able to interact by remotely controlling sirens and strobes, doing a voice down, opening and closing gates and doors, as well as turning on and off lights. This is a new generation of thinking and there are opportunities using the central station’s infrastructure with its core business model. End Users and Video Monitoring Services Millions of consumers have access to video through their cell phones. This leads them to believe that security companies should have the most upto-date technology to easily provide similar services. Currently, there is a big gap in what a customer expects, and the services a company provides. With interactive video services now possible, we can close the gap. [15]
How to Chose a Video Analytics Solution
<<SPECIAL REPORT
Is making the change the right direction for your business? By Ben Ziomek, Actuate
AI-powered video analytics are one of the hottest areas in Monitoring today. It feels like every week a vendor has a new, exciting offering. At the same time, many Monitoring Centers have had poor experiences with earlier video analytics providers who promised the moon and could not deliver. In this environment, it can be overwhelming to try and understand which new offerings can truly provide value to your organization, and which are either over-promising or irrelevant to your security goals. Luckily, focusing on those goals is the solution to determining if any of the new artificial intelligence (AI) vendors are right for your organizations, and to running a strong AI purchasing process once you to decide to adopt new technology.
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Starting from your goals as an organization, one should then focus on what I call the Four P’s of successful AI purchasing: Problem, Process, Procurement, and Production. 1. Problem: The first step to exploring AI video analytics is to throw out the glossy brochures from vendors, and to instead ask yourself and your team what are the key problems that your organization is trying to solve. It doesn’t matter if a vendor has a great facial recognition solution when false positives around intruder detection are costing your company money. Before you start to speak with any vendors, determine exactly what the security problem you want to solve is. 2. Process: Second, you need to dive into why the current problem exists. How are you trying to solve this problem now? Specifically, what processes are
you currently running to manage these issues, and what specific aspect of those processes are costing your company money? These are the key processes that you want to automate. Critically, you may discover that AI isn’t the solution here: many Central Stations struggle with camera outages, and in those situations using a networking monitoring software may be a better solution than any AI system. 3. Procurement: Once you know the exact process you want to automate, go out and find vendors that specifically focus on eliminating the costly, manual parts of your existing business processes. 4. Production: AI can only really be evaluated based on how effective it is at solving your business problems. As such, try to get AI into production ASAP. A small upfront contract with a vendor to test on 10 cameras will give you much, much better data than months of lab tests, which often do not resemble the real world. Sometimes the problem you want to solve is driving more revenue, in which case onboarding AI vendors due to their appeal to your customers makes sense. But particularly for your firm’s first forays into AI purchasing, you should focus on following the four P’s and identifying business problems that you want to solve. You’ll likely be surprised at how effectively AI can eliminate cost centers that your firm has struggled with for years if you specifically focus on purchasing AI products that can address them.
Summer 2021 | TMA Dispatch
<<SPECIAL REPORT
No Longer Mute
Monitoring standard addresses audio verification By James Marcella, Axis Communications
It is not often that standards keep up with technology, but in this case, The Monitoring Association should be applauded for recognizing the trend early and acting on it quickly. The standard identifies four use cases for audio verification:
“You’re on mute” is perhaps the most overused, but required verification method of 2020 conversations. In most cases, it is a user error, but occasionally we learned that our computer audio had stopped working, or worse, our internet connection went down. With the release of TMA CS-V-01-2020, we can relate this everyday business conversation to the monitoring industry. This standard aims to decrease false alarm dispatches with multi-attempt confirmation and to improve verification options through advances in biometrics, video surveillance, and audio technology. This article will address those aspects of the standard relating to audio verification methods, providing examples of how existing solutions improve outcomes. The audio industry is undergoing market disruption as traditional analog systems suppliers struggle with the market demands for network-based solutions. TMA Dispatch | Summer 2021
“Our ecosystem is quickly realizing that audio solutions are an integral part of the physical security process...” Think of how the market slowly embraced the transition to IP video, but realize that the change for audio is likely to be faster. Our ecosystem is quickly realizing that audio solutions are an integral part of the physical security process, providing both the opportunity for detection but, more importantly, the capability to respond to and prevent events. They also realize that the skill set developed to deploy IP video crosses over to audio. As a result, security practitioners embrace a trend called “Audio for Security” and expect their providers to be proficient in this new paradigm.
• Listen-In - providing the supervising station a live audio feed upon a triggered event initiated at the customer’s location, • One-Way Audio - similar to the previous example, this verification method is remotely initiated by the supervising station, • Two-Way Audio - enables the supervising station to communicate with authorized or unauthorized people at the monitored location. This dialog can be used as a method to confirm an alarm or provide “live deterrence” in the case of unauthorized access. • Impact Activated Audio - leverages audio devices that act as sensors that detect an event, notifies the supervising station, and provides on- premise audio notifications such as a pre-recorded message or siren. Today, some of the most common use cases leverage the Impact-Activated process. A typical example is when a person approaches a building after hours, triggering video motion detection on a camera monitoring the area. Upon detection, a pre-recorded message alerts the person that they are being monitored. The supervising station can then determine if the response resulted in a positive outcome or if they need to initiate a Two-Way Audio process continued on page 20
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GUEST COLUMN >>
Enhancing Competitiveness Through Adaptability COVID-19 response; key lessons learned By Damon Demyda, Wegmans
zone, where a minimal amount of stress to an organization is occurring.
“Adaptability is about the powerful difference between adapting to cope and adapting to win” (McKeown, n.d.). This quote brings to light a key aspect regarding adaptability; it can be done to survive, or it can be done to thrive. During the COVID-19 pandemic many organizations were able to adapt, however, not as many were able to thrive. The need for organizational change, while at times brought on by adverse events, can present businesses with a silver lining. It can present an opportunity for organizations to advance, discovering new technologies, systems, and methods. These innovations oftentimes result in increased efficiencies, resiliency, and overall competitiveness. The need for monitoring centers o adapt to working in the era of COVID-19, while challenging at times, will ultimately serve as the catalyst for numerous organizational strengthening changes. [18]
Understanding the Necessity for Significant Organizational Changes Many leaders understand that at some point large-scale organizational changes will be necessary, as well as the fact that change may be necessitated due to adverse events. The question becomes will they be able to read the proverbial tea leaves and understand when exactly change is required to not only mitigate the detrimental effects of a crisis, but take advantage of a dynamic situation. The first step in doing so requires leaders to understand the exact moment change must occur. James Prewitt and Richard Veil of St. Leo University reduce organizational crises into three distinct zones: comfort; learning; and danger in their article, “Organizational Opportunities Endemic in Crisis Leadership.”
At their most basic, the comfort zone for an organization is the status quo, a state of equilibrium. Next comes the learning
The learning zone is then followed by the danger zone where an organization is under such a degree of stress it implodes and disintegrates (2014). Many leaders will strive to maintain equilibrium at all costs; however, that can be the fastest route to the danger zone. Prewitt and Veil go on to discuss how necessary organizational change occurs when the appropriate level of stress is reached, requiring adaptable solutions to be employed over the much more common technical versions. Technical solutions, while useful in many situations, are geared towards quickly utilizing a set of well-defined processes which by default can only mitigate a well-understood problem (2014). Using technical solutions to mitigate novel situations will most likely result in organizational stress continuing to mount until either the crisis resolves itself or the danger zone is reached, a risky gamble. Adaptive solutions on the other hand work towards solving fundamental issues, resulting in longterm organizational growth through innovative and adaptable approaches (Prewitt & Veil, 2014). For a crisis such as COVID-19, it has become abundantly clear that technical solutions are not the answer with many organizations needing to employ adaptive solutions. Most any organization attempting to maintain the status quo, with quick fixes, found itself operating one significant outbreak away from the danger zone.
Summer 2021 | TMA Dispatch
“Those who understand this have adapted to win, while those who do not have simply adapted to cope.” Industry Response & Subsequent Learnings Upon becoming apparent that organizations would need to pivot in fundamental ways, many positive changes were implemented. The impacts of these changes have served as a silver lining throughout this pandemic. Monitoring centers accustomed to having employees work in close quarters, often times with shared workstations, began implementing strictly regimented cleaning routines keeping their workforce healthier and safer. Some made the switch to a work from home or a hybrid model, while others divided employees into different satellite locations to reduce the impacts of an outbreak. These types of changes often required the integration of new technologies such as Zoom or Microsoft Teams, creating in a sense a digital monitoring center. Organizations
TMA Dispatch | Summer 2021
implemented soft phones, numerous web cameras, remote meetings, wellness checks, and employee incentive programs among many other actions to fundamentally change how business was conducted. Alarm monitoring centers, both for-hire and proprietary, became nimbler and more resilient, drastically increasing their disaster preparedness for a multitude of potential events. If the leadership of monitoring centers had attempted to hold teams together, utilizing basic technical solutions, a minimal number of ill employees could have brought down an entire operation.
Through the implementation of adaptive solutions. these businesses will instead emerge stronger with an enhanced competitive advantage. While not all of these changes will last forever, they have undoubtedly bolstered resiliency, fostered creative out-of-the-box thinking, uncovered new and possibly more efficient ways of conducting business, and should not be disregarded in the future as “remember when,” but kept as innovative strategies. These adaptive changes should be well documented and understood so that in the future they become technical solutions to a now well understood problem. Those who understand this have adapted to win, while those who do not have simply adapted to cope.
References McKeown, M. (n.d.). Max McKeown quotes. Good Reads. https://www.goodreads.com/author/ quotes/951759.Max_McKeown Prewitt, J., Weil, J. (2014). Organizational Opportunities Endemic in Crisis Leadership. Journal of Management Policy and Practice, 15(2), 72-87. https://search-proquest-com. ezproxy2.apus.edu/cview/1535939944?accountid=8289
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requirements with a phased process being identified as optimal. Thanks • Familiar User Experience: If you to the flexibility of cloud-based switch from an on-premises monitoring solution to a cloud version infrastructure, the core data could be of the same software, your operators switched over while continuing to use other legacy components. This simplified likely won’t know the difference. the transition and ensured that the The user experience can be almost change was completely seamless while identical, meaning there are no bringing the core elements online with an retraining costs for switching. expedited timeline. • Simplified Maintenance: Switching to cloud-based alarm monitoring Is it Time to Move to the Cloud? also means that you are outsourcing Moving to the cloud can bring significant the hardware and software benefits and efficiencies to alarm moni maintenance to the service provider. toring organizations, and the time to do Furthermore, in many cases, you so is now. Take some time to consider the can get expert help with the implications and possible efficiencies it implementation and configuration can bring your business, and find a trust of software for your team. In other ed cloud services provider to make the words, maintenance is simpler transition as smooth as possible. and faster. • Flexible and Scalable Growth: Typically, cloud services can be scaled significantly with minimal cost. You don’t need to invest in new infrastructure or other resources. Simply increase the scope of your license and keep growing your business. Cloud-based Monitoring, continued from page 12
No Longer Mute, continued from page 17
to further engage with the individual. A dispatch depends on the actions of the unauthorized individual and your procedures, but confirmation, in this case, meets the standard’s requirements. Each verification method identified above is feasible with existing offthe-shelf products and solutions from various manufacturers. It’s time for system integrators and dealers to embrace audio so that monitoring companies can leverage the verification options it offers.
Examples of Cloud Alarm Monitoring in Action Implementing an effective cloud-based alarm monitoring solution can deliver impressive results for your business. At one monitoring center we have worked with, implementing cloud-based alarm monitoring at their start-up helped them to expand their services while keeping hardware and IT costs down. On-site hardware needs to be configured and maintained by the security center. By offloading the management of core infrastructure to a cloud service provider, the monitoring center was able to substantially reduce its downtime. The improvement was so significant that one executive remarked that the only time a system went offline, it was immediately replaced by a redundant backup, thereby making the downtime effectively zero. Another central monitoring station had similar results when working with cloud-based monitoring. Furthermore, the company had unique transition [20]
Summer 2021 | TMA Dispatch
GUEST COLUMN >>
Customer Expectations are Driving Change in Security Security companies need to raise their game to compete By Frank Pietrobono, RSPNDR
It will impact the deployment and use of home and business alarm systems. It will change when alarms are armed, how and when they send alarm signals, and when and where those signals are real or false. Monitoring stations will need to adapt their action plans to handle these changes. A third change is the changing work location landscape. End customers working from home will continue to make investments and continue to add smart home features. Companies that want their employees “back in the building” will invest in smart building features. A dramatic increase in systems and sensors will compel monitoring stations to adapt quickly. It goes without saying that the last year has been incredibly challenging for TMA members.
online. They are allowing customers to shop where, when, and how they find it convenient.
You have needed to adapt to work from home/stay at home and the everchanging COVID rules and regulations that vary across states and often changed week by week.
The industry leaders have enabled and empowered customers to schedule installations, training, and upgrades online. Companies like Uber, Grubhub, and Amazon have established expectations around delivery time and ease of use. Smart dealers and monitoring stations will have to raise their games quickly.
It has been a tough landscape to navigate. As the economy opens up, it’s unclear which changes will stick, which changes will snap back to pre-COVID, and the changes that will find a new normal somewhere between the old way and the new. One change that appears to be permanent is the growing comfort of end-customers with e-commerce. Smart dealers have moved their sales, installation, and support processes TMA Dispatch | Summer 2021
Another significant change is working from home (WFH). How this will eventually shake out is still unclear and poses human resources challenges around who will WFH and who will work in the office. Some companies will return to five days a week in the office, while some will stay 100% remote. Many will settle in the middle.
End customers’ expectations of mobile apps have also accelerated. These apps make it easy for consumers to track in real-time a pizza delivery from dough to the front door and their package delivery, from Hong Kong to Hoboken. Customers now expect to interact with and “see” their security systems and their monitoring stations in the same way. They are disappointed and frustrated when they can’t. Customers also expect mobile apps to deliver “superpowers.” They can use their phones to have someone wait in line for concert tickets, rake their leaves, and teach their children to swim in their own pool.
continued on page 27
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LAW >>
Virginia Second State to Enact Comprehensive Privacy Law Learn how it differs from its California counterparts By Kelly DeMarchis Bastide, Venable, LLP
controller’s decision with respect to a rights request, refraining from discriminating against consumers for exercising their rights, and obtaining permission from consumers before collecting sensitive data. While the CDPA is primarily an opt-out regime, meaning that consumers must opt out of the processing of personal data, the law requires controllers to obtain opt in consent from consumers before processing sensitive data. The CDPA also requires controllers to conduct data protection assessments (“DPAs”) for certain processing activities, such as processing involving targeted advertising, sales of personal data, profiling that could lead to a risk of harm to the consumer, and processing sensitive data. In March 2021, Virginia became the second state after California to enact a comprehensive privacy law, known as the Consumer Data Protection Act (“CDPA”). The CDPA, which will become operative on January 1, 2023, will apply to companies that either conduct business in the Commonwealth or produce products or services targeted to residents of Virginia and satisfy certain thresholds related to the control or processing of personal data. However, the CDPA differs from its California counterparts, the California Consumer Privacy Act (“CCPA”) and the California Privacy Rights Act (“CPRA”), in that Virginia does not set a pure gross revenue threshold – $25 million in California – that brings a business within the law’s scope. The CDPA will provide Virginia residents with a host of new rights. A number [22]
of these largely mirror rights provided under California’s laws, including the rights to access, delete, and correct personal data, as well as to opt out of personal data sales. The CDPA provides additional rights to opt out of the processing of personal data for targeted advertising purposes and for “profiling,” which means any form of automated processing performed on personal data to evaluate, analyze, or predict certain personal aspects. Notably, though, Virginia acknowledges a category of data called pseudonymous data, which is exempt from the scope of consumer rights such as access, correction, and deletion rights.
One notable element present in California’s CPRA but not in the CDPA is a private right of action. This means that individuals are limited in their ability to sue under Virginia law, and enforcement of the CDPA will primarily be left up to the state attorney general. Before enforcement begins, however, the Chairman of the Joint Commission on Technology and Science (“JCOTS”) must create a working group, which will review provisions of the CDPA and submit its findings, best practices, and recommendations regarding implementation of the act by November 1, 2021.
In addition to creating rights for consumers, the CDPA imposes a variety of obligations on businesses. Such obligations include responding to consumer requests within 45 days, establishing a process to appeal a
Cultivated over 120 years, Venable’s capabilities span virtually e ver y industr y and all areas of re gulator y and government affairs, corporate and business law, intellectual property, and complex litigation. Learn more about the practice at www.venable.com.
Summer 2021 | TMA Dispatch
BUSINESS >>
Monitoring Center Marketing
Pivoting your business for maximum success in 2021 By David Morgan, President and Co-Founder, Dealer Marketing Services
Why Does Digital Marketing Offer a Huge Advantage? Digital marketing offers some incredible opportunities for monitoring organizations. First, your prospects are already there and are open to being pitched. According to International Data Corporation, 75% of B2B buyers and 84% of C-level executives use social media to make purchasing decisions. (Compare this to 90% of C-level executives that ignore cold calls.)
2020 was a year of unprecedented change and challenge as the COVID-19 pandemic wreaked havoc worldwide. Its transformative implications for the security industry, and the alarm monitoring industry specifically, have been profound and will reverberate for years to come. An extended time of social distancing has closed many channels the security industry uses to network and build customer relationships, such as trade shows and exhibitions. It has also changed consumer habits and mindsets in ways not likely to change even when social distancing restrictions are fully lifted. However, that does not mean opportunity has in any way diminished. It means we must pivot and develop a new marketing strategy to capture the new and huge opportunities that exist by pivoting to digital marketing strategies. Of necessity, B2B customers have moved most of the research, decision-making, [23]
and buying process online. In fact, by the time a salesperson becomes involved, up to 90% of the selling process is already over! (Forrester). This makes digital marketing the most powerful and effective tool available to you today.
75% of B2B buyers and 84% of C-level executives use social media to make purchasing decisions. International Data Corporation
What is Digital Marketing? Simply put, digital marketing is the promotion of your brand and service using electronic devices or the internet. This includes social media, digital ads, email marketing, video, and more. Digital marketing utilizes multiple channels and technologies that allow an organization to analyze campaigns, content, and strategy to understand what’s working and what isn’t – typically in real-time.
Another advantage is that it provides a wealth of analytics that help you know and understand your prospects so well that you can fine tune your message. The use of analytics also supports account-based marketing, or the use of a portion of your marketing budget to connect with decision-makers specifically and personally, much like you would at a trade show, but without the time limitations or distractions. While we may be entering a new year filled with many uncertainties, 2021 can prove to be your most decisive and transforming year to date. Connecting digitally with the entire industry is the best way to build trust and confidence in your brand while offering connection and a semblance of normalcy in this changing climate. By reinventing your approach, you place yourself at the head of the pack! David Morgan has dedicated his life to marketing and has managed marketing for some of the nation’s largest brands. For almost a decade, he has focused solely in the security industry, co-founding SD Marketing, an agency dedicated to implementing targeted and proven marketing strategies within the security industry worldwide.
Summer 2021 | TMA Dispatch
RESEARCH >>
Leading Industry Players Unify Protocol for smart products and services under development By Amanda Kung, Research Analyst, Parks Associates
According to internationally recognized research firm Parks Associates, 50% of smart home device owners have an application that controls multiple smart home products. This can be through a security system app or another unifying app that controls multiple devices from a single control interface. Additionally, the other 50% of smart home device owners use different apps or are unsure what they have.
The Zigbee Alliance recently announced an organizational rebrand to the Connectivity Standards Alliance (CSA) and also stated that Project Connected Home over IP (CHIP) will rebrand to Matter. The rebranding of these well-known organizations represents a growing shift as the Alliance expands its focus to include other initiatives, such as Matter, that aim to build a unified connectivity protocol.
recognition of the need for collaboration where standards are concerned. The moniker Connectivity Standards Alliances focuses on the foundation of success for the smart home— connectivity—which can drive growth and interest in membership. Looking to the future, there will likely be changes to the Zigbee protocol that will be geared towards making it more open and capable of communicating with other standards.
The growth in consumers with a unified app can be attributed to the rise in interactive security services, smart speaker ownership, and home control systems outside of security. Further, the research firm reveals smart home device owners are most likely to use smart speakers with voice assistants to control devices in their home; in the past few years, smart speakers have emerged as a default point of interaction with the smart home. The launch of Project CHIP, now rebranded as Matter at the end of 2019, indicated the industry’s perception that there is more to be gained from working together on standards than competing. Matter aims to make smart home products easier to produce for
The IoT is comprised of several different standards, including Zigbee, each competing for dominance, but decades have gone by without any one protocol achieving supremacy in the space. Instead, the competition among protocols inhibits industry progress in the goal for mass-market distribution, through poor user experiences and consumer hesitance to buy products, due to fear of interoperability issues. The transition to a more expansive name aligns with the IoT industry’s [24]
Summer 2021 | TMA Dispatch
manufacturers and developers. The quest for interoperability in home automation is a long one, predating the current generation of smart home devices that emerged 8-10 years ago. However, the participation of nearly all major smart home players, like Amazon, Apple, Google, and Samsung, make this effort one to watch. Should the effort be successful in truly removing the work of interoperability from the consumer’s plate, the vision of the smart home will have taken a meaningful step forward. Parks Associates research shows that US broadband households have an average of 13 connected devices in their home, highlighting the importance of smart home platforms that provide interoperability with a variety of products in one place. The Alliance’s rebranding to a name that is more inclusive signals that its overall approach to connectivity in the IoT space may be more all-encompassing for a better user experience and Matter’s new branding is designed to help make it easier for consumers to identify which devices work with Matter’s unified system, addressing the consumer pain point around interoperability. As the smart home industry looks to extend beyond early adopters and general tech enthusiasts, interoperability will be critical for the smart home to cross into mass-market adoption.
Brought to you by TMA’s NextGen, we are pleased to introduce an exciting virtual meeting series - Meet Your Mentor. Each broadcast will welcome a respected TMA leader in an informal, interview-style format that invites attendees to ask questions and share comments. With this series The Monitoring Association has created a platform for some of its most influential and successful members to share their personal journeys. In doing so we hope to guide and shape the next generation of leaders and through their invaluable insight. On May 4, 2021, TMA NextGen Co-Chairs Ryan Brady, TRG Associates and Jessica Lambert, General Monitoring Services, hoisted a conversation with Pam Petrow, president, Vector Security and former TMA President. Below is a summary of their conversation.
Go Beyond You “I was always given every opportunity to succeed…and to fail,” remarked Pam Petrow, president, Vector Security and former TMA President. For Petrow, who began working for Vector Security 39 years ago right out of college, the value of mentorship is not lost. “Many individuals have contributed to my career in various ways,” Petrow openly shares. She was told very early in her career by then-Vector President John Murphy, “We have great plans for you!” With great passion, energy, and intent, Petrow propelled herself through nearly every department within the organization—learning and growing in every step of her journey. She began in sales, tried her hand at collections and marketing, and was also in charge of Vector’s monitoring center. “TMA members who were giants in the industry always afforded me their time,” said Petrow who firmly believes in the “collective mindset.” Constant mentoring from colleagues made all of the difference for Petrow who selfadmittedly loves what she does and the company for which she works. “Hire people and let them do their jobs,” warns Petrow. “You have to know how to talk to people. Leaders of tomorrow will need to communicate effectively,” From her perspective, security industry professionals have to be more forward-thinking, and that starts from who is hired and or promoted to be a security industry professional in the first place.
TMA Dispatch | Summer 2021
Petrow encourages professionals to have “an attitude that failure isn’t final.” She, herself, remarks that it isn’t in her “genetic” make-up to be defeated by failure. “There’s always another opportunity,” she believes, “Figure out what went wrong and fix it.” A good leader, according to Petrow, nurtures and strengthens his/her team. “It’s a balance between stretching and being there,” she offers. Lately, Petrow has observed a decline in the labor pool. She encourages leaders to look for talent in new and different places. She also stresses the value and critical nature of diversity to business success. She strongly encourages hiring managers to be thoughtful and to have a diversity plan. When asked what legacy she’d like to leave behind, Petrow was quick to brush off the obvious, superficial monikers and roles that many first come to mind. She doesn’t see those as “legacy-worthy.” The much-revered industry leader sees her legacy in those that she’s hired who now fill managerial roles themselves. “I see them developing new people,” she says, adding, “Go beyond you. What did you do to help people behind you sustain the business?” To view recordings, learn more about this group, or join TMA NextGen, visit us online or email membership@tma.us. TMA members register online for the next episode of Meet Your Mentor on September 21, 2021 with Teresa Gonzalez, President, United Central Control.
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AICC REPORT >>
Defining the Cellular Sunset A simple expression that is plaguing our industry (again) By Lou Fiore, Chairman, AICC
These frequencies allow for alternative technologies. If your needs are the simple passing of alarm data–such as Contact ID and similar formats–without audio or video, these alternatives should be explored. Simple alarm transmission can be accomplished by one-way radio. This technology has been in use since circa 1975. It has evolved from the 27 MHz Citizens Band, through the 150 MHz band to the 450 MHz band, and even to 900 MHz. Fully NRTL-compliant twoway radio versions, both for fire and high security applications, have also evolved.
As our industry works toward replacing 3G cellular radios with 4G cellular radios, it should be no surprise that I can confidently predict we will be making similar changes for years to come. 5G is already here. Will 6G be the end? It might seem so since 6G will be pushing the limits of the useable radio spectrum. It is likely that variations pushing these limits, the limits of information theory, newer antenna technology and faster, more dense chips will be created, forcing more sunsets and change-outs. In other words, as technology progresses, newer generations of cellular technology will occupy existing spectrum already devoted to cellular radio. If you cannot get more spectrum, you do a better job of using what you have. At some point new versions will not be backward compatible and will force new sunsets. xG to (x+1)G seems an inevitable progression. [26]
However, even if my view is wrong and cellular generations progress linearly from 4G to 5G to 6G and perhaps end there, we can still assume, based on history, that each generation will last about ten years. If indeed that trend continues that will give us twenty more years of dealing with sunsets. To some extent, with the competition among carriers, we now see major carriers moving 5G onto 3G spectrum just for the sake of saying they have 5G available – without, in the short term, giving their customers the ultimate advantages of 5G technology. We are somewhat caught up in this with the sunset of 3G on the AT&T and Verizon networks.
Another alternative to the one-way radio, two-way radio, and cellular is wireless mesh networks. In recent years, mesh technology has albeit taken over the one-way and twoway radio arena. Its simplicity and utility have made it so pervasive. Wireless mesh networks are created using technology that emits radio frequencies from point A to point B to point C, and so on until it reaches a collection point. One of the most notable benefits of a mesh network is that each point of communication is connected without a hierarchical system. This means that the RF signals automatically choose the fastest points of communication until reaching a destination, i.e. your central monitoring station.
TMA, however, has been coordinating offset frequencies in the 450 MHz commercial band for decades. The mantle of “coordinator” fell on me with the passing of Bob Bitton last July. Summer 2021 | TMA Dispatch
There are salient features that set mesh apart from its older one-way and twoway cousins, including: n It does not require transmission
directly from a monitored premises back to a central location or tower. n Although it is supervised, it does not require occupying a radio channel for polling. n Messages are sent in short duration burst. n It allows for constant visibility into the network’s “health.” n It is self-healing, which provides an added layer of redundancy. n There are no fees to be paid to a carrier. In addition to its technical merits, mesh technology allows an installing company to own its own network, providing the ability to brand and price with more freedom. The latest FCC order strengthened the position of NRTL Listed companies to hold licenses on designated, clear 450 MHz band frequencies, without fear TMA Dispatch | Summer 2021
of other services encroaching on them. In addition to the offsets, that is the channels between the main or primary channels, the latest FCC order has given us something we were asking for a number of years, which is for alarm companies to use the main channels for data on a primary rather than secondary basis to voice. Having priority over these frequencies, both primary and offsets, we can fend off other services wishing to use them. As we struggle with the latest xG to (x+1)G transition, it is a good idea to at least explore alternatives. FCC to Require Area Code for Short-Distance Phone Calls The FCC will require 10-digit dialing to make way for the new three-digit National Suicide Prevention Lifeline, 988.
Customer Expectations, continued from page 21
Customers will increasingly expect the same features and functionality from their security companies. Can they check the latch on their back gates while boarding a flight? Can they lock the back door of their flower shop if the clerk forgets? Can a package be taken from the porch and put in the garage? Exceeding these growing expectations will define the winners in the next decade. There are tremendous opportunities and challenges. Security companies need to be strategically and tactically agile to accelerate revenue and subscriber growth and, as important, meet higher customer expectations.
See page 28 for details on this transition.
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REGULATORY UPDATE >>
The Wireline Report
Supreme Court decision may reduce TCPA lawsuits By Mary J. Sisak, Partner, Blooston Law (mjs@bloostonlaw.com)
The Ninth Circuit, siding with Duguid, found that the TCPA applies to a notification system like Facebook’s that has the capacity to dial automatically stored numbers.
The Supreme Court’s recent opinion in Facebook v. Duguid may provide some relief to alarm companies from complaints or class action lawsuits for alleged violations of the Telephone Consumer Protection Act’s (TCPA’s) restrictions on the use of auto dialers when placing calls or text messages if the companies’ calling equipment does not have the capacity either to store a telephone number using a random or sequential number generator, or to produce a telephone number using a random or sequential number generator. In this case, the Supreme Court reversed the judgment of the Ninth Circuit Court of Appeals that an auto dialer need not be able to use a random or sequential generator to store numbers. Rather, it must only have the capacity to store numbers to be called and to dial such numbers automatically to be considered an automatic telephone dialing system under the TCPA. The Supreme Court has now rejected this expansive interpretation and made clear that to qualify as an automatic telephone [28]
dialing system under the TCPA, a device must have the capacity either to store a telephone number using a random or sequential number generator, or to produce a telephone number using a random or sequential number generator. In this case, Facebook, Inc. (Facebook) sent a text message to Duguid in connection with its login notification feature. The login notification feature sends users text messages when an attempt is made to access their Facebook account from an unknown device or browser. To opt in to this service, the user must provide and verify a cell phone number to which Facebook can send messages. Duguid complained about receiving such notifications and alleged that Facebook violated the TCPA by maintaining a database that stored phone numbers and programming its equipment to send automated text messages. Facebook argued that the TCPA does not apply because its technology did not use a “random or sequential number generator.”
The Supreme Court reversed the Ninth Circuit’s decision and found that the TCPA auto dialer definition excludes equipment that does not use a random or sequential number generator. According to the Court, “an ‘automatic telephone dialing system’ is ‘a piece of equipment with the capacity both ‘to store or produce telephone numbers to be called, using a random or sequential number generator,’ and to dial those numbers. 47 U. S. C. §227(a)(1). The question before the Court is whether that definition encompasses equipment that can ‘store’ and dial telephone numbers, even if the device does not ‘us[e] a random or sequential number generator.’ It does not. To qualify as an ‘automatic telephone dialing system,’ a device must have the capacity either to store a telephone number using a random or sequential generator or to produce a telephone number using a random or sequential number generator.” The Supreme Court remanded the case for further proceedings consistent with its opinion that “a necessary feature of an auto dialer under §227(a)(1)(A) is the capacity to use a random or sequential number generator to either store or produce phone numbers to be called.” Ten-Digit Dialing Required Beginning October 24, 2021 Beginning October 24, 2021, ten-digit dialing will be required in a number of new jurisdictions as a result of the FCC action designating “988” as the number to access the National Suicide Prevention and Mental Health Crisis Lifeline. As a result of the FCC’s action, Summer 2021 | TMA Dispatch
callers will be able to reach the National Suicide Prevention and Mental Health Crisis Lifeline by dialing “988.” The FCC is considering expanding this also to require text messaging providers to support text messaging to 988. The rules require phone service providers to direct all 988 calls to the existing National Suicide Prevention Lifeline by July 16, 2022. The new rules will apply to all telecommunications carriers and interconnected and one-way Voice over Internet Protocol (VoIP) service providers. According to the FCC, to ensure that calls to 988 reach the National Suicide Prevention Lifeline, “all covered providers will be required to implement 10-digit dialing in areas that both use seven-digit dialing and use 988 as the first three numbers in seven-digit phone numbers.” Thirty-seven states have
seven-digit telephone numbers that begin with “988.” To transition to 988 dialing, the FCC has ordered, beginning April 24, 2021, consumers should begin dialing 10 digits for all local calls. However, calls dialed with 7 digits will still be completed. Beginning October 24, 2021, consumers must dial 10-digits for all local calls. Effective October 24, 2021, the FCC states “local calls dialed with only 7 digits may not be completed, and a recording will inform you that your call cannot be completed as dialed. Consumers must hang up and dial again using the area code and the 7-digit number.” Beginning July 16, 2022, dialing “988” will route calls to the National Suicide Prevention Lifeline.
If your numbers have been incorrectly blocked or mislabeled by AT&T, Verizon or T-Mobile, you can repor t the error via the following mechanisms: AT&T:
Contact AT&T by phone at 800337-5373 (prompt 1) or via email at dl-GFMOBusinessFra@att.com. Contact AT&T’s third par ty analytics company, Hiya, at https://hiyahelp. zendesk.com/hc/en-us/requests/ new
T-Mobile:
Register online with T-Mobile at https://www.calltransparency.com. Repor t when a call has been incorrectly blocked or labeled at https://feedback.fosrvt.com/
Verizon:
Register with Verizon’s third par ty vendor, Transaction Network Services (TNS), online at https:// voicespamfeedback.com
TMA Dispatch | Summer 2021
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REGULATORY UPDATE >>
The Wireless Report
AICC files petition for emergency relief regarding AT&T 3G sunset By John A. Prendergast, Managing Partner, Blooston Law (jap@bloostonlaw.com)
resolved in the very near future, with FCC help if necessary. In two recent letters to the FCC– one from the Public Interest Spectrum Coalition (“PISC”), and one from DISH Network – similar concerns have been raised with regard to T-Mobile’s proposed sunset of its 3G CDMA service.
On May 10 AICC filed a Petition for Emergency Relief, asking the FCC to require a ten-month extension of the February 22, 2022 3G service termination of AT&T Mobility LLC and its affiliates. The requested relief is necessary as the COVID-19 pandemic has caused significant delays in being able to replace 3G alarm signaling radios in customer premises for more than one year. Millions of 3G alarm radios utilize AT&T’s cellular network to transmit warnings of fire, home invasions, medical emergencies and dangerous carbon monoxide levels. The alarm industry has had great difficulty over the past fourteen months accessing customer premises in order to replace the 3G alarm radios, because most consumers and businesses are fearful of letting strangers into their homes or offices during COVID. Other obstacles: 1.
Installer unavailability due to illness with COVID, quarantine after COVID exposure, or the need to take care of loved ones.
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2. 3. 4. 5.
Pandemic-related alarm resource drain, as alarm companies must task available personnel with more urgent situations related to COVID issues. Staffing issues: It has proven difficult to hire and retain the necessary number of installers for the 3G upgrade during the pandemic. Travel restrictions and confusion on the part of facility managers make it difficult to perform alarm maintenance work. The global microchip shortage and supply chain issues further hinder alarm radio replacement efforts.
AICC points out that the obstacles created by the pandemic and world-wide chip set shortage can be addressed by a reasonable extension of AT&T’s 3G service, and points to other examples of emergency measures taken by the FCC in response to COVID. AICC notes that it is continuing a dialog with AT&T toward a negotiated extension, but is concerned that the current deadline is fast approaching so the matter must be
FCC Seeks Comment on Potential Impact of Semiconductor Shortage On May 11, the FCC issued Public Notice seeking on the impact the continuing global shortage of semiconductors may have on the U.S. communications sector and on FCC initiatives. Comments are due June 10, and reply comments are due June 25. The semiconductor shortage is affecting the alarm industry’s efforts to replace 3G-based alarm radios ahead of the impending 3G sunset, and perhaps other aspects of equipment manufacturing. Comment is sought on the following questions, among others: • • • • •
Has the global semiconductor shortage spread to the communications sector? What is the short- and long- term capacity of manufacturers of semiconductors and semiconductor components to keep up with the communication sector’s demand? How long is the current shortage expected to last? What are the factors impacting the supply of semiconductors and other manufacturing components which are critical to the communications sector? What are the impacts of shortages of semiconductors or other critical components on the communications sector, including Summer 2021 | TMA Dispatch
• •
on consumers, enterprise system users, private network operators (such as critical infrastructure), and service providers? What are the impacts of these shortages on the public interest? What steps can be taken by the Commission, either working on its own or in concert with Federal partners, to help address these current challenges?
According to the FCC’s Press Release, these semiconductor supply chain constraints have been acknowledged by the Administration and by Congress, and the U.S. government is taking steps to address these challenges. The FCC is particularly focused on the impact this shortage could have on the communications industry, agency initiatives, and the nation’s continued advancement in next-generation technologies that are key to national and economic security. “At the FCC we are pursuing a proactive strategy to help build a more secure, resilient, and next-generation communications supply chain,” said FCC Acting Chairwoman Jessica Rosenworcel. “The communications sector is one of the fastest growing segments of the semiconductor industry. These tiny pieces of technology are the basic building blocks of modern communications—including 5G, Wi-Fi, satellites, and more. That is why we are seeking to better understand the current shortage, its consequences for the communications sector, and steps we can take to ensure that FCC priorities and initiatives remain on track.” FCC Waives Rules to Allow In-Cabin Car Monitoring to Safeguard Children The FCC has formally granted waiver requests by Brose North America, IEE Sensing, Infineon Technologies Americas, Tesla, Valeo North America, and Vayyar Imaging of its technical and service rules for unlicensed operation in the 5771 GHz band. The limited waivers will allow these equipment manufacturers and automakers to supply and operate TMA Dispatch | Summer 2021
in-cabin radars in the 60 GHz spectrum band. The new in-cabin car radars are designed to monitor for children left in dangerous, hot cars and trigger alerts that could save lives. This type of system is superior to systems which trigger a reminder to check the back seat if one of the rear doors has been opened after the car is unlocked. This is because children can enter from the front of the car and climb over the front seat into the back seat of the car. In a Press Release, the FCC noted that, according to the National Highway Traffic Safety Administration, children dying from heatstroke in cars, either because they were left there or became trapped, has increased in recent years. There were 52 and 53 such deaths in 2019 and 2018 respectively – with far more suffering significant and permanent injury. The majority of these deaths are due to someone forgetting a child in the car. In 2019, more than 20 leading automobile manufacturers committed to implementing rear seat reminder systems as standard equipment in their vehicles no later than the 2025 model year. “Technology is providing new ways for families to help keep their children safe,” said FCC Acting Chairwoman Jessica Rosenworcel. “That’s why I’m proud that the FCC can play a role in protecting kids from the avoidable danger of deadly heatstroke. With summer fast approaching, these waivers are a first step toward implementing a more permanent policy framework for promoting innovations like these lifesaving auto safety technologies.” The alarm industry should monitor this development and determine if incabin radar technology can augment current alarm services, or create new service opportunities. FCC Publishes Initial List of Equipment Posing a Threat to National Security The FCC has issued a Public Notice which lists the communications equipment and services that have been deemed a threat to national security pursuant to the Secure and Trusted
Communications Networks Act of 2019. The list includes five Chinese companies that produce telecommunications equipment and services that have been found to pose an unacceptable risk to U.S. national security or the security and safety of U.S. persons. They include certain equipment and/or services (depending upon use) provided by Huawei Technologies Company, ZTE Corporation, Hytera Communications Corporation, Hangzhou Hikvision Digital Technology Company and Dahua Technology Company. Please contact AICC if you are interested in the full list of equipment and services that are affected by this notice. The alarm industry should determine if any equipment from the watchlist companies is utilized in providing wireless alarm monitoring, or if equipment or components from other companies likely to be added to the watchlist are used. The Secure Networks Act requires the Commission to publish and maintain a list of communications equipment and services that pose an unacceptable risk to national security or the security and safety of U.S. persons. The FCC will update the list if other communications equipment and services are determined to meet the criteria under the law. “This list is a big step toward restoring trust in our communications networks,” said Acting Chairwoman Rosenworcel. “Americans are relying on our networks more than ever to work, go to school, or access healthcare, and we need to trust that these communications are safe and secure. This list provides meaningful guidance that will ensure that as next-generation networks are built across the country, they do not repeat the mistakes of the past or use equipment or services that will pose a threat to U.S. national security or the security and safety of Americans.”
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FCC Dismisses Police Department Challenge of License Renewal Dismissal – Wideband Emissions Need to be Removed from Licenses A recent FCC action highlights three issues for Part 90 radio licensees (including many alarm companies): First, if it is necessary to challenge an FCC action affecting your license, the petition must be filed in a timely manner. Second, if an application is returned for corrective action – in this case, removal of the wide-band emission – the application must be amended within 60 days of the return letter. And third, Part 90 licensees need to ensure that their renewal applications show that their radios have been “narrowbanded” as required by the FCC effective January 1, 2013. On June 9, 2017, Junction City Police Department (the City) timely filed its license renewal application. The
FCC returned the application with instructions that the City modify its license to delete the wide-band emission designators that were still showing on the license. The FCC’s return letter provided the City with a 60-day time clock to modify the license and amend the application reflecting that it had requested modification of the license. Unfortunately, the FCC’s Universal Licensing System reflects that the City did neither. As a result, because the license renewal application had not been amended pursuant to the return letter, the FCC dismissed the license renewal application. On November 22, 2017, one day after the close of the 30-day time period to challenge this action, the City filed its petition seeking reconsideration of the FCC’s action. Because the petition for reconsideration period is established by the Communications Act, the FCC does not have the flexibility to waive the period. As a result, the FCC was forced
to dismiss the petition – no matter how meritorious the petition might have been. It is also important that alarm companies promptly respond to FCC correspondence. In that regard, we recommend that you contact our office for guidance in making the response so that you do not fall into an inadvertent trap. Here, the City failed to respond to the FCC’s return letter, and now finds itself in the untenable situation where it has no license and will now have to go through the added expense of obtaining special temporary authority to continue station operations and filing an application for permanent authority. Moreover, in some cases it may not be possible to get the same frequencies back, especially if the frequencies were exclusive use channels or were subject to a legacy rule waiver.
Central Insurance Agency, Inc (CIA) is a specialized agency for the security and alarm industry. CIA contracts with several insurers to provide customers with competitive prices, broad coverage and wide line of products. The agency strives to provide each customer with responsive expertise. We provide insurance to companies that offer Burglar, Fire, CCTV, Access Control, Home Automation, PERS/Medical Alarms, Armed & Unarmed Guard/Patrol Response, Fire Suppression and Armored Car Services.
Please contact Alice Cornett Giacalone for a complimentary review of your current program and quotes.
As an insurance professional focused on the security and alarm monitoring industry for twenty five years, Alice Cornett Giacalone is known throughout the United States as the premier specialist to this industry. Her client list includes the “who’s who” of the security, medical monitoring and low voltage contracting industry.
Coverage options include: • • • • • • •
General Liability/Errors & Omissions Employment Practices Liability Fiduciary Liability Cyber Liability Directors & Officers Liability Auto Liability & Physical Damage Risk Management
• • • • • • •
Umbrella/Excess Liability Property/Inland Marine Workers’ Compensation Surety Bonds Crime Employee Benefits Liability Consultation
Central Insurance Agency, Inc. (Davenport Office) 2942 N Harrison Street, Davenport, IA 52803 Phone: 800-917-ALICE (2542) / E-Fax: 908-842-0313 / Email: aliceg@ciainsures.com
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Summer 2021 | TMA Dispatch
CERTIFIED>>
FirstNet Certified Companies n Ackerman Security Systems, Norcross, GA n ADT, LLC, Boca Raton, FL n AFA Protective Systems, Inc., Syosset, NY n Affiliated Monitoring, Union, NJ n Allstate Security Industries, Inc., Amarillo, TX n American Alarm and Communications, Arlington, MA n Arco Security Central Station Corp., Miami, FL n Atlas Security Service, Springfield, MO n AvantGuard Monitoring Centers, LLC, Ogden, UT n Bay Alarm Systems, Pacheco, CA n Central Alarm Control, Miami, FL n Convergint Technologies, LLC, Renton, WA n COPS Monitoring, Williamstown, NJ n CPI Security Systems, Charlotte, NC n DGA Security Systems, Inc., New York, NY n Dispatch Center Ltd., San Antonio, TX n DMP, Springfield, MO n Electronix Systems Central Station Alarms, Inc., Huntington Station, NY n Emergency 24, Des Plaines, IL n Federal Response Center, Inc., Springfield, MO n First Alarm, Aptos, CA n Force Security Solutions, LLC, Manassas, VA n Global Monitoring Solutions, Denham Springs, LA n Grand Central Station, Inc., Livermore, CA n Habitec Security, Inc., Holland, OH n Hackett Security, Inc., St. Louis, MO n Holmes Security Systems, Fayetteville, NC n Interface Security Systems, Earth City, MO n Intruder Alert Systems of San Antonio, San Antonio, TX n Johnson Controls Security Solutions, LLC, Boca Raton, FL n Kings III of America, Coppell, TX n Matson Alarm Co., Inc., Fresno, CA n Metrodial Corporation, Inc., Hicksville, NY
TMA Dispatch | Summer 2021
n Midwest Alarm Company, Inc., Sioux Falls, SD n NAPCO Security Systems, Inc., Amityville, NY n National Monitoring Center (NMC), Lake Forest, CA n New Jersey Fire & Technology, LLC, Freehold, NJ n Per Mar Security Services, Davenport, IA n Rapid Response Monitoring, Syracuse, NY n SCN Security Communication Network, Inc., Corona, CA n Security Equipment, Inc., Omaha, NE n Security Partners, LLC, Lancaster, PA n Securityhunter, Inc., Baltimore, MD n Sentinel Alarm Company, Stowe, VT n Southwest Dispatch Center, Richardson, TX n Stanley Convergent Security Solutions, Plymouth, MN n Statewide Monitoring Corp., Staten Island, NY n Telular, Atlanta, GA n Triple S Alarm Co., Little Rock, AR n Vanguard Alarm Technologies, LLC, Stockton, CA n Vector Security, Inc., Warrendale, PA n Vigilante Security, Inc., Troy, MI n Washington Alarm, Inc., Seattle, WA n Wayne Alarm Systems, Inc., Lynn, MA
View Recorded TMA Virtual Town Halls Did you know that as a TMA member, you have exclusive access to previously broadcast and recorded TMA Virtual Town Halls? Simply login and go to the webinar link under the Resources tab. Select Video Archives to view ondemand 24/7.
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The company offers a wide range of business solutions, such as burglar alarms; fire alarms; ULlisted alarm monitoring; CCTV; DVRs; card access systems; gate access systems; business telephone systems; voicemail/auto attendant; paging; data wiring; fiber optic; and, copper cabling. Join us in welcoming our newest members to TMA’s vibrant community! To view a complete list of new members, go to https://tma.us/membership/newmembers/.
ASSOCIATE MEMBERS OPTEX Rancho Dominguez, CA +1 (800) 966-7839 www.optexamerica.com Contact: Tommie Van Fossen, Director of Business Development Visual Verification tvanfossen@optexamerica.com OPTEX is the world leader in sensing solutions. With over 40 years of experience and over 25 companies in our global portfolio, OPTEX specializes in security sensing solutions utilizing laser, passive and active infrared detection technology including a variety of hardwired and wireless outdoor and indoor products. OPTEX perimeter security solutions is respected globally with applications deployed at some of the world’s most critical security sites.
SECURIT Y TECHNOLOGY SERVICE PROVIDER ABEL Building Systems Cincinnati, OH www.abelbuildingsystems.com/ Contact: Eric Ruffin eruffin@abelbuildingsystems.com Eric and Marla Ruffin started ABEL Building Systems in 2000 installing fire alarm and security systems in very small [34]
retail stores while designing and consulting to several electronics systems distributors and electrical contractors. The company has grown from zero to over 3 million per year by delivering new technology with old fashioned values. ABEL is a Honeywell Silent Knight Farenhyt distributor and a Potter distributor. Services include: fire alarm design, inspection, installation,and service; emergency radio responder systems design, installations, service, and inspections; card access systems; CCTV systems; and, burg systems. Certifications include: OH Fire Alarm Installer. KY Fire Inspector, OH fire designer, NICET.
LISTED MONITORING Certified Alar m Company of Alabama Sheffield, AL +1 (256) 383-1225 http://www.certified-alarm.com/ Certified Alarm Co. was established in 1960 by Eugenia and Ed Buckley, Sr. The company provides security and life safety systems, fire alarm, bank vault equipment, and central station monitoring. Certified Alarm Co. is also the oldest interconnect company located in North Alabama and have installed telephone systems since 1960.
It specializes in state-of-theart security systems, business communication systems, and uses its our own 24-hour UL-listed monitoring station.
Edgeworth Pittsburgh, PA +1 (800) 421-9130 www.edgeworthsecurity.com Edgeworth’s mission is to guarantee its clients’ safety, security, and economic well-being. The company specializes in meeting clients’ exact physical and digital security solutions. Backed by years of military, law enforcement, and security experience, Edgeworth is incorporating artificial intelligence, machine learning, military grade analytics, and cyber intelligence techniques to transform the security industry. TMA DISPATCH, SUMMER 2021 ADVERTISERS INDEX n AlarMax, page 2 n Altronix, page 44 n CIA, page 32 n DICE Corporation, page 19, 27 n DMP, page 8 n NAPCO, page 47 n SS&Si, page 11 Email communications@tma.us for information on ho w you can reach members of the TMA community. Sponsorships are also available for our 2021 e vents. Contact John McDonald at jmcdonald@tma.us to discuss available options. Summer 2021 | TMA Dispatch
PROGRAMS>>
Congratulate TMA’s 2021-22 Five Diamond Designees! This designation marks a commitment to the highest industry standards. Find out more about this distinguished program online at https://tma.us/programs/fivediamond/ or email us questions at fivediamond@tma.us. Acadian Monitoring Services, LLC Baton Rouge, LA www.acadianmonitoringservices.com Wholesale Monitoring Designated since 05/2009
Alarm Systems Belleville, ON www.alarmsys.com Full Service Monitoring - Canada Designated since 03/2014
American Burglary & Fire Fenton, MO www.abfsecurity.com Full Service Monitoring Designated since 11/2005
Acadian Monitoring Services, LLC Elk Grove Village, IL www.acadianmonitoringservices.com Wholesale Monitoring Designated since 12/2010
Alarm Tech Central Services, Inc. Ronkonkoma, NY www.alarmtechcentral.com Wholesale Monitoring Designated since 12/2009
American Electric Power Columbus, OH www.aep.com Proprietary Monitoring Designated since 11/2020 New in 2020!
Acadian Monitoring Services, LLC Lafayette, LA www.acadianmonitoringservices.com Wholesale Monitoring Designated since 01/2005
Alarmco, Inc. Las Vegas, NV www.alarmco.com Full Service Monitoring Designated since 06/2006
ADS Security, L.P. Nashville, TN www.adssecurity.com Full Service Monitoring Designated since 09/2003
Alarme Sentinelle / Sentinel Alarm Montreal, QC www.sentinelalarm.com Full Service Monitoring - Canada Designated since 12/2010
ADT JCTX (formerly Protection One) Irving, TX www.adt.com Full Service Monitoring Designated since 10/2014
Alert 360 Tulsa, OK www.alert360.com Full Service Monitoring Designated since 08/2018
AFA Protective Systems, Inc. Syosset, NY www.afap.com Full Service Monitoring Designated since 01/2014
All American Monitoring Sarasota, FL www.allamericanmonitoring.com Wholesale Monitoring Designated since 01/2011
Affiliated Monitoring Union, NJ www.affiliated.com Wholesale Monitoring Designated since 09/2005
Allied Universal Technology Services Wyoming, MI www.aus.com Full Service Monitoring Designated since 06/2021 New in 2021!
Alarm Central, LLC Independence, MO www.alarmcentral.net Wholesale Monitoring Designated since 03/2006 Alarm Detection Systems, Inc. Aurora, IL www.adsalarm.com Full Service Monitoring Designated since 08/ 2003
TMA Dispatch | Summer 2021
Allstate Security Industries, Inc. Amarillo, TX www.allstatesecurity.com Full Service Monitoring Designated since 09/2006 American Alarm and Communications, Inc. Arlington, MA www.americanalarm.com Full Service Monitoring Designated since 04/2004
Amherst Alarm Inc. Amherst, NY www.amherstalarm.com Full Service Monitoring Designated since 03/2004 Atlantic Coast Alarm Mays Landing, NJ www.atlanticcoastalarm.com Full Service Monitoring Designated since 12/2009 Atlas Security Service, Inc. Springfield, MO www.atlassecurity.com Full Service Monitoring Designated since 03/2005 Bell Canada Toronto, ON www.bell.ca/smart-home Full Service Monitoring - Canada Designated since 04/2015 Bell Canada Winnipeg, MB www.bell.ca/smart-home Full Service Monitoring - Canada Designated since 04/2020 New in 2020! Centra-Larm Monitoring Inc. Manchester, NH www.centra-larm.com Wholesale Monitoring Designated since 06/2009 CenturyLink Security Monroe, LA www.centurylinksecurity.biz Full Service Monitoring Designated since 02/2005
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Comporium SMA Solutions Inc. Rock Hill, SC www.comporiumsma.com Full Service Monitoring Designated since 04/2012
Ellijay Telephone Company Ellijay, GA www.etcbusiness.com Full Service Monitoring Designated since 04/2015
National Monitoring Center Lake Forest, CA www.nmccentral.com Wholesale Monitoring Designated since 06/2016
Cooperative Response Center, Inc. (CRC) Austin, MN www.crc.coop Full Service Monitoring Designated since 03/2011
Federal Response Center Springfield, MO www.federalprotection.com Wholesale Monitoring Designated since 01/2006
Nationwide Central Station Monitoring Corp. Freeport, NY www.nationwidedigital.com Full Service Monitoring Designated since 04/2007
COPS Monitoring Boca Raton, FL www.copsmonitoring.com Wholesale Monitoring Designated since 04/2014
GM Security Technologies San Juan, PR www.gmsectec.com Wholesale Monitoring Designated since 10/2011
Paladin Technologies Burnaby, BC www.paladinsecurity.com Full Service Monitoring - Canada Designated since 04/2008
COPS Monitoring Hunt Valley, MD www.copsmonitoring.com Wholesale Monitoring Designated since 01/2018
Holmes Security Systems Fayetteville, NC www.holmeselectricsecurity.com Full Service Monitoring Designated since 12/2017
Paladin Technologies Victoria, BC www.paladinsecurity.com Full Service Monitoring - Canada Designated since 06/2016
COPS Monitoring Lewisville, TX www.copsmonitoring.com Wholesale Monitoring Designated since 06/2014
Interface Security Plano, TX www.interfacesystems.com Full Service Monitoring Designated since 11/2012
Peak Alarm Company, Inc. Salt Lake City, UT www.peakalarm.com Full Service Monitoring Designated since 02/2006
COPS Monitoring Scottsdale, AZ www.copsmonitoring.com Wholesale Monitoring Designated since 02/2008
iWatch Communications Beaverton, OR www.iwatchcomm.com Full Service Monitoring Designated since 01/2008
Quick Response Cleveland, OH www.quickresponse.net Wholesale Monitoring Designated since 10/2005
COPS Monitoring Williamstown, NJ www.copsmonitoring.com Wholesale Monitoring Designated since 05/2014
Kroger Central Alarm Control Portland, OR www.kroger.com Proprietary Monitoring Designated since 07/2015
Securitas Electronic Security, Inc. Honolulu, HI www.securitases.com Full Service Monitoring Designated since 12/2003
Damar Security Systems Sarnia, ON https://damarsecuritysystems.com/ Full Service Monitoring - Canada Designated since 11/2012
Metrodial Corporation, Inc. Hicksville, NY www.metrodial.com Full Service Monitoring Designated since 11/2004
Securitas Electronic Security, Inc. Uniontown, OH www.securitases.com Full Service Monitoring Designated since 11/2003
Dispatch Center, Ltd. San Antonio, TX www.dispatchcenter.net Wholesale Monitoring Designated since 01/2019
Mutual Security Services/a Kastle Systems Company New York, NY www.4mutual.com Full Service Monitoring Designated since 05/2009
Security Alarm Corporation Port Charlotte, FL www.securityalarmcorp.com Full Service Monitoring Designated since 06/2012
Dynamark Monitoring, Inc. Hagerstown, MD www.dynamarkmonitoring.com Wholesale Monitoring Designated since 02/2012 Electronix Systems Central Station Alarms, Inc. Huntington Station, NY www.electronixsystems.com Full Service Monitoring Designated since 06/2005
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National Monitoring Center Irving, TX www.nmccentral.com Wholesale Monitoring Designated since 06/2016
Security Alarm Monitoring, Inc. Woodlyn, PA www.electronicsecuritycorp.com Wholesale Monitoring Designated since 05/2009 Security Solutions Norwalk, CT www.securitysolutionsinc.com Full Service Monitoring Designated since 1/2012
Summer 2021 | TMA Dispatch
Siemens Industry, Inc. Irving, TX www.siemens.com Full Service Monitoring Designated since 03/2004
Vancouver Fire & Security Richmond, BC www.radiussecurity.ca Wholesale Monitoring - Canada Designated since 07/2012
Simon Operational Intelligence Center Indianapolis, IN Full Service Monitoring Designated since 01/2020 New in 2020!
Vector (East) Plymouth Meeting, PA www.vectorsecurity.com Full Service Monitoring Designated since 08/2003
Statewide Central Station Staten Island, NY www.statewidecs.com Wholesale Monitoring Designated since 06/2011
Vector (West) Warrendale, PA www.vectorsecurity.com Full Service Monitoring Designated since 08/2003
Supreme Security Systems, Inc. Union, NJ www.supremealarm.com Full Service Monitoring Designated since 12/2004
VRI-The Care Center Franklin, OH www.monitoringcare.com Full Service Monitoring Designated since 04/2006
Tech Systems Inc. Buford, GA www.techsystemsinc.com Wholesale Monitoring Designated since 12/2019 New in 2020!
Vyanet Operating Group, Inc. Bend, OR www.vyanet.com Full Service Monitoring Designated since 12/2014
Telsco Security Systems Edmonton, AB www.telsco.com Full Service Monitoring - CA Designated since 02/2016 The Church of Jesus Christ of Latter-day Saints Salt Lake City http://churchofjesuschrist.org Proprietary Monitoring Designated since 05/2012 Total Monitoring Services, Inc. Sacramento, CA www.tmscentral.org Full Service Monitoring Designated since 01/2012 U.S. Monitoring, Inc. Oklahoma City, OK www.usm-ok.com Wholesale Monitoring Designated since 08/2018 Valley Security and Alarm Fresno, CA www.valleysecurityandalarm.com Full Service Monitoring Designated since 10/2017
TMA Dispatch | Summer 2021
Wayne Alarm Systems, Inc. Lynn, MA www.waynealarm.com Full Service Monitoring Designated since 11/2003 Wegmans Food Markets, Inc. Rochester, NY www.wegmans.com Proprietary Monitoring Designated since 04/2008 WH International Response Center Rockford, MN www.whirc.com Full Service Monitoring Designated since 12/2004
We love to hear from you! Share a testimonial or photos of your Five Diamond team, by emailing us at fivediamond@tma.us. Let us kno w if we may publish it on TMA’s website and in our publications. Learn how to earn your Five Diamond certification. Visit www.tma.us/programs/ tma-five-diamond/
IQ Certified Companies TMA is pleased to introduce and recognize the following companies who have become IQ certified as of June 28, 2021. n Advanced Alarm, Inc., Tonawanda, NY n Amherst Alarm, Inc., Amherst, NY n Genesis Security Services, Carolina, PR n Guardian Protection Warrendale, PA n National Monitoring Center, Lake Forest, CA n New Jersey Fire & Technology, LLC, Freehold, NJ n Rapid Response Monitoring Services, Inc., Syracuse, NY n S S C Services Inc. dba Cen-Signal, Columbus, GA n Securityhunter, Inc., Baltimore, MD n Vanguard Alarm Technologies, LLC, Stockton, CA n Wayne Alarm Systems, Inc., Lynn, MA Learn more about the IQ certification and how your company can benefit on the TMA website.
Already IQ certified? Email iqprogram@tma.us to learn more about the new marketing resources that are available! [37]
EDUCATION>>
Monitoring Center Operator Level 1 Training Graduates First Last Company Graduated David Abeyta Life Alert Emergency Response 4/20/2021 Anquanette Abraham CenturyTel Security Systems 3/8/2021 Oscar Acevedo Life Alert Emergency Response 4/1/2021 Chloe Adams Avantguard Monitoring Centers 3/18/2021 Christina Afereti Peak Alarm Company 4/1/2021 Ayoka Ajamu COPS Monitoring - Nashville 4/6/2021 Ana Alarcon Life Alert Emergency Response 4/3/2021 Kylie Alba Life Alert Emergency Response 4/21/2021 Cordarrius Albright ESC Central 3/6/2021 Steve Alcala Life Alert Emergency Response 4/21/2021 Aiyana Allen CPI Security Systems, Inc. 4/13/2021 Geoffrey Allen Seacoast Security 2/10/2021 Michael Alther Centralarm 3/18/2021 Irvine Amenyah Vivint, Inc. 3/20/2021 Eli Anderson Avantguard Monitoring Centers 2/5/2021 Cecilia Andrade VRI 2/2/2021 Lisa Andrasy Vector WEST 4/28/2021 Jason Ankeles Nationwide Digital Monitoring Co. 3/5/2021 Emily Arico Federal Response Center 2/28/2021 Devin Arreola Interface Security Systems 4/13/2021 Andrew Axtell Security Solutions Inc. 3/2/2021 Amy Ayala Affiliated Monitoring 4/27/2021 Peter Ayisi Response One Ghana Ltd. (GH) 2/11/2021 Alyssa Azotea Centralarm 3/1/2021 Corey Bain Vivint, Inc. 3/21/2021 Lorne Baird Vancouver Fire & Security (CA) 2/2/2021 Nicolette Banks Affiliated Monitoring 3/6/2021 Colleen Barbera Avantguard Monitoring Centers 3/31/2021 Ale Barguiarena-Ryks CRC 3/6/2021 Kati Barker Avantguard Monitoring Centers 4/2/2021 Shae Barlup Dynamark Monitoring 2/19/2021 Shemica Barrett CPI Security Systems, Inc. 2/12/2021 Natalie Barrueco Affiliated Monitoring 4/11/2021 Jordan Bassett Statewide Central Station 3/25/2021 Jonathan Bauer Avantguard Monitoring Centers 4/8/2021 Gary Bean Kings III of America 3/12/2021 William Beard Dynamark Monitoring 3/29/2021 Kelly Beck Alert 360 3/17/2021 Kelly Beck Vector WEST 3/4/2021 Davion Bell THRIVE Intelligence 2/23/2021 Paul Benjamin Alarmco 3/26/2021 Destiny Bennett COPS Monitoring - Nashville 4/20/2021 Kaydee Bernabe Avantguard Monitoring Centers 4/29/2021 Miroslav Betts Avantguard Monitoring Centers 2/24/2021 Jesse Bickford Vyanet Operating Group Inc. 2/4/2021 William Birch First Alarm 4/5/2021 Melissa Bird Vivint, Inc. 2/28/2021 Amy Birdsley Engineered Protection Systems, Inc. 4/27/2021 John Bisanz Vivint, Inc. 3/29/2021 Austin Blood Engineered Protection Systems, Inc. 3/21/2021 Victoria Blume Guardian Alarm Systems 4/16/2021 Shirvela Boddie VRI 3/2/2021 Tina Bokar Securitas Electronic Security 2/9/2021 Stavro Bombard Statewide Central Station 4/1/2021 Moly Borja Nationwide Digital Monitoring Co. 3/4/2021 Rachel Bornt Securitas Electronic Security 2/26/2021 Jamescia Bowers Affiliated Monitoring 4/12/2021 Deyanira Bravo Siemens Industry, Inc. 2/10/2021 Karly Brewer Vyanet Operating Group Inc. 2/1/2021 Madison Bridger Security Central Inc. 3/25/2021 Kayla Bridgewater Affiliated Monitoring 3/19/2021 Jessika Brinkerhoff Vivint, Inc. 3/4/2021 Tamariyae Brooks Brinks Home Security 2/25/2021
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USA and international graduates completed February 1, 2021 to April 30, 2021
First Last Company Graduated Taylor Brooks ESC Central 4/9/2021 Malik Brooks United Central Control 3/3/2021 Keanen Brown Bell MTS Smart Home (CA) 3/24/2021 Scott Brown COPS Monitoring - Maryland 3/27/2021 ShaMyra Brown VRI 2/2/2021 Kellye Bryant Securitas Electronic Security 3/12/2021 James Buck U.S. Monitoring, Inc. 4/22/2021 Jerraile Bulls Vector WEST 3/30/2021 Wrenl Burg Turner Security Systems, Inc. 2/21/2021 Jennifer Burgos-Perez Vivint, Inc. 3/23/2021 Tyra Burks American Electric Power Security Operations Center 2/27/2021 Barbara Burnes COPS Monitoring - Nashville 4/6/2021 A. Lance Busch Life Alert Emergency Response 3/29/2021 David Bussard Dynamark Monitoring 3/1/2021 Ann Cadin Security Solutions Inc. 2/23/2021 Amy Caldarelli Doyle Security 3/3/2021 Anthony Campbell Alert 360 3/18/2021 Kathleen Candelaria Statewide Central Station 3/30/2021 Andres Cano Life Alert Emergency Response 4/25/2021 Angelece Caraway Kings III of America 4/29/2021 Crystal Carrillo Life Alert Emergency Response 3/25/2021 Ryker Carrington COPS Monitoring - Tennessee 4/22/2021 Luis Castillo Affiliated Monitoring 4/28/2021 Amber Ceja Life Alert Emergency Response 4/29/2021 Danielle Cerda Valley Security & Alarm 3/31/2021 Mike Chappie Security Systems of America 3/8/2021 Renee Chitwood Scarsdale Security Systems, Inc. 4/26/2021 Scott Choate Alert 360 3/18/2021 Parker Chouest Acadian 2/19/2021 Rosalind Christian Vector EAST 3/30/2021 Rachel Clare Avantguard Monitoring Centers 3/25/2021 Kristin Clark AFA Protective Systems, Inc 4/22/2021 Ryan Clark Affiliated Monitoring 4/12/2021 Trista Clevenger Central Monitoring & Dispatch, Inc 3/6/2021 Shanna Cochnauer Alert 360 3/25/2021 Marlie Cochran Security Alarm Corporation 3/15/2021 Johnae Colbert Siemens Industry, Inc. 3/10/2021 Alexandra Cole Avantguard Monitoring Centers 4/6/2021 Jessica Cole VRI 2/2/2021 Gabriel Collazo Security Data Processing Center Inc. 2/24/2021 Katelyn Collemacine Vector EAST 4/7/2021 Cassandra Collins Vancouver Fire & Security (CA) 2/8/2021 Jordan Combe Avantguard Monitoring Centers 2/15/2021 Ashley Cook Doyle Security 4/21/2021 Diana Corado RAFFI 4/23/2021 Daisy Cordero Security Data Processing Center Inc. 2/22/2021 Tom Corley Alert 360 3/23/2021 Sergio Correa GM Security Technologies (PR) 3/3/2021 Sabrina Coulbourn COPS Monitoring - New Jersey 4/22/2021 Brooklyn Covington Avantguard Monitoring Centers 4/24/2021 Jeremy Coy Securitas Electronic Security 3/26/2021 Samantha Crabtree Quick Response Monitoring 4/15/2021 Jabari Craig COPS Monitoring - Scottsdale 4/14/2021 Nichole Crawley Retail Business Services LLC, An Ahold-Delhaize USA Company 3/1/2021 Kira Croom Affiliated Monitoring 3/7/2021 Alexis Cross COPS Monitoring - Nashville 4/8/2021 Kellie Crown Avantguard Monitoring Centers 4/6/2021
French Canadian Spanish
Summer 2021 | TMA Dispatch
First Last Company Graduated Caricia Cunnien Vivint, Inc. 3/24/2021 Greg Curnutt Alert 360 3/17/2021 Chouadeung D aiba AlarmForce Industries Inc. (CA) 3/21/2021 Shay Dana Avantguard Monitoring Centers 4/7/2021 Lala Daniel Engineered Protection Systems, Inc. 3/21/2021 Kobie Davis American Electric Power Security Operations Center 3/22/2021 Erica Davis CPI Security Systems, Inc. 2/19/2021 Hannah Davis United Central Control 2/3/2021 Denise Davis Vivint, Inc. 2/25/2021 Erika Day Alert 360 3/16/2021 Emily De La Cueva Life Alert Emergency Response 3/26/2021 Sharol De Leon Life Alert Emergency Response 3/28/2021 Emmorie Decker Vivint, Inc. 3/1/2021 Ariel DeFilipo Statewide Central Station 3/30/2021 Kathryn Delaney Vector EAST 3/25/2021 Andres Delfin Bold Group - stages 3/31/2021 Ashley Demine Dynamark Monitoring 2/11/2021 Jon Detrow American Electric Power Security operations Center 3/3/2021 Jeronimo Diaz Affiliated Monitoring 3/7/2021 Rachel Dixon Central Monitoring & Dispatch, Inc 3/8/2021 Adrian Dogan Vivint, Inc. 3/24/2021 Eileen Dominguez Life Alert Emergency Response 4/27/2021 Ashley Downey Security Systems of America 2/6/2021 Eric Dubanowitz Affiliated Monitoring 4/28/2021 Lonna Dull Security Alarm Corporation 4/6/2021 Christopher Duran Security Data Processing Center Inc. 2/15/2021 Kate Ealdama National Monitoring Center 3/2/2021 Brianna Edmonson Affiliated Monitoring 3/6/2021 LaTreena Edwards Alert 360 4/29/2021 Sarah Elliott COPS Monitoring - Nashville 4/11/2021 Tyler Elrod Compass Security Solutions 4/16/2021 Isaiah Entzminger Affiliated Monitoring 4/16/2021 Steven Estrada Life Alert Emergency Response 4/27/2021 Tammiye Evans Siemens Industry, Inc. 4/1/2021 Shawneya Everett Vector EAST 4/26/2021 Breanna Fazenbaker Securitas Electronic Security 3/12/2021 Callin Felt Avantguard Monitoring Centers 3/24/2021 Hayley Fenwick American Burglary & Fire, Inc. 3/6/2021 Jessica Ferrato Fire Monitoring of Canada, Inc. (CA) 3/9/2021 Christian Figueroa VRI 2/2/2021 John P. Fiol Security Data Processing Center Inc. 2/3/2021 Devin Firlotte Seacoast Security 2/10/2021 Nghia Fisher Alert 360 3/24/2021 Felicia Flores United Central Control 3/4/2021 Patricia Fody Vector EAST 4/19/2021 Logan Fontana Life Alert Emergency Response 4/20/2021 Imani Ford Interface Security Systems 4/5/2021 Samantha Forsman COPS Monitoring - Tennessee 4/7/2021 Lynesha Foster Compass Security Solutions 4/8/2021 April Foster VRI 4/6/2021 Jonathan Fousha Avantguard Monitoring Centers 3/31/2021 Kristen Fowler Blue Ridge Monitoring 3/22/2021 Jay Freudenberg Vector WEST 3/1/2021 Brandon Fritzius Guardian Protection Services 4/9/2021 Matthew Frye CPI Security Systems, Inc. 2/15/2021 James Fullerton Ahold USA 3/2/2021 Jane Galbraith Vancouver Fire & Security (CA) 3/8/2021 Tyler Gapinski Vivint, Inc. 3/28/2021 Krista Garcia Affiliated Monitoring 4/15/2021 Octavio Garcia Life Alert Emergency Response 4/21/2021 Kimberly Garcia Life Alert Emergency Response 3/27/2021 Regina Gardner Atlas Security Service, Inc. 3/7/2021 Heidi Garrity Security Alarm Corporation 3/28/2021 Renee Garza Valley Security & Alarm 2/11/2021 Carrie Gear Vector EAST 4/16/2021 Mathew Gerrish Seacoast Security 2/7/2021 Jean J. A. Gibbs Allied Universal Security/ Depository Trust & Clearing Corporation (DTCC) 3/13/2021
TMA Dispatch | Summer 2021
First Last Company Graduated Dondrerica Gibson VRI 4/6/2021 Demitri Gillard Statewide Central Station 3/31/2021 Ingrid Gilliam Tech Systems Inc 4/1/2021 Samantha Glover Vivint, Inc. 2/25/2021 Shawna Gluck Life Alert Emergency Response 4/22/2021 Tiffany Glunz Dispatch Center, LTD 4/15/2021 Shreyas Godbole Vancouver Fire & Security (CA) 2/8/2021 Anthony Gomez Life Alert Emergency Response 4/13/2021 Julie Gonzalez Dynamark Monitoring 2/23/2021 Caitlyn Gordon Securitas Electronic Security 2/5/2021 Marci Gordon Alert 360 4/27/2021 Zoe Gosset Dynamark Monitoring 2/22/2021 Michelle Goudeau Alert 360 3/24/2021 Tiffany Graham Affiliated Monitoring 4/30/2021 Anthony Grant Siemens Industry, Inc. 3/24/2021 Ashley Green Alert 360 3/19/2021 Ericka Green COPS Monitoring - Boca Raton 3/23/2021 Ben Greene CPI Security Systems, Inc. 2/14/2021 Roian Gregory Vivint, Inc. 3/20/2021 Rachel Grim COPS Monitoring - Tennessee 4/8/2021 Shelby Gross Affiliated Monitoring 3/7/2021 Pamela Guerre Vector WEST 3/4/2021 Ana Guillen Life Alert Emergency Response 3/29/2021 Melissa Guizio Central Monitoring & Dispatch, Inc 3/9/2021 Ericka Guzman Life Alert Emergency Response 3/28/2021 Natalie Guzman Life Alert Emergency Response 4/4/2021 Gerardo Guzman RAFFI 4/24/2021 Courteney Haas HVAC Concepts - A Fidelity Building Services Group Co. 2/23/2021 Johnnah Haddox United Central Control 3/28/2021 Lisa HahKirby Dynamark Monitoring 2/22/2021 Holly Haines COPS Monitoring - Nashville 4/6/2021 Jennifer J. Hallada Security Central Inc. 3/27/2021 Marlena Hancock Vivint, Inc. 2/27/2021 Isabelle Hanson Avantguard Monitoring Centers 2/24/2021 Cameron Harris Brinks Home Security 2/23/2021 Antionette Harris Security Alarm Corporation 3/10/2021 Kevin Hart COPS Monitoring - Tennessee 4/7/2021 Dianna Hartsfield United Central Control 3/19/2021 Brittany Hayes ESC Central 3/5/2021 Josh Hayes SMART Security Pros, LLC dba Mobile Video Guard 4/28/2021 Dustin Hays COPS Monitoring - Nashville 4/7/2021 Melanie Hendrick Barcom 4/14/2021 Ambar Hernandez Centralarm 2/18/2021 Alma Hernandez Vivint, Inc. 3/23/2021 Billy Herring Security Central Inc. 4/22/2021 Julian Herron Siemens Industry, Inc. 3/27/2021 Morgan Hertel Rapid Response Monitoring Service 2/12/2021 Kirk Heston Johnson Controls 2/25/2021 Felicia Hickman Vector EAST 4/8/2021 Shateka Hill Doyle Security 4/21/2021 Yolonda Hill Dynamark Monitoring 3/14/2021 Natasha Hill White Watchlight Corporation 4/29/2021 Lisa Hoffer Vector WEST 3/26/2021 Heather Hofmann Blue Ridge Monitoring 4/9/2021 Greg Holdridge Atlas Security Service, Inc. 3/5/2021 Dielle Holmberg Engineered Protection Systems, Inc. 4/25/2021 Kei Erra Holmes Kings III of America 4/2/2021 Kara Holmes United Central Control 3/25/2021 Herbert Holmes United Central Control 3/28/2021 Alex Holmes Vector WEST 3/30/2021 Marcie Holtrop Engineered Protection Systems, Inc. 4/29/2021 Sarah Hopton Guardian Security Systems, Inc. 2/5/2021 Judy Hoskins Vector EAST 4/8/2021 Michael Howes Avantguard Monitoring Centers 2/23/2021 Nikki Hunter Blue Ridge Monitoring 3/24/2021 Adam Hunter Central Security Group Nationwide, Inc. 3/23/2021 Nicole Hunter CPI Security Systems, Inc. 3/3/2021 Ashley Huntzinger Securitas Electronic Security 4/16/2021
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First Last Company Graduated Aundria Hurst U.S. Monitoring, Inc. 4/27/2021 Trinyah Jackson Affiliated Monitoring 4/14/2021 Heidi Jackson American Burglary & Fire, Inc. 3/7/2021 Jonique Jacobs Scarsdale Security Systems, Inc. 3/10/2021 Te’ara Jerrell CenturyLink Security Systems 3/30/2021 Jessica Joffrion COPS Monitoring - Nashville 4/8/2021 Isaaca Johnson Affiliated Monitoring 3/3/2021 Rebecca Johnson COPS Monitoring - Nashville 4/12/2021 Kamarra Johnson Doyle Security 4/23/2021 Alexandra Johnston Vector WEST 3/5/2021 Michael Jones Life Alert Emergency Response 4/17/2021 Jeff Karabinos Vector WEST 3/31/2021 Marley Keith Avantguard Monitoring Centers 3/22/2021 Greg Kelley COPS Monitoring - Boca Raton 3/26/2021 Robin Kelley iWatch Communications 2/5/2021 Rachel Kelvin Statewide Central Station 4/22/2021 Lynn Kercher VRI 3/1/2021 Joyce Ketchum Alert 360 4/16/2021 Chris Kimball Acadian 2/19/2021 Tobi King Security Systems of America 2/23/2021 Desiree King Vivint, Inc. 3/26/2021 Stormy Knight CenturyTel Security Systems 3/10/2021 Mellissa Kozal Allied Universal Technology Services 4/30/2021 Ken Krueger Vector EAST 4/7/2021 Dennis Kubelka AFA Protective Systems, Inc 4/23/2021 Anna Kuita-Seiuli DMC Security Services, Inc. 3/28/2021 Haley Kuntz COPS Monitoring - Nashville 4/13/2021 Erica LaBohne Vector EAST 4/11/2021 Lily Lam Seacoast Security 2/10/2021 Christine Lekhrajmal Affiliated Monitoring 4/11/2021 Tawny Lewis VRI 2/10/2021 Cesar Leyva Life Alert Emergency Response 4/20/2021 Michelle Lietz Atlas Security Service, Inc. 3/7/2021 Sheryl Lim Security Central Inc. 4/6/2021 Cynthia Lindsay Dynamark Monitoring 3/7/2021 Todd Lindstrom Security Systems of America 4/20/2021 Christine Linscomb Affiliated Monitoring 3/6/2021 Charlotte Lint VRI 4/6/2021 Josh Lippelman Federal Response Center 2/21/2021 Thomas Lisenmann Avantguard Monitoring Centers 3/16/2021 Rilie Lopez Avantguard Monitoring Centers 3/30/2021 Genesis Lopez Life Alert Emergency Response 4/8/2021 Betsaida Lopez-Paredes Life Alert Emergency Response 4/22/2021 Ronda Lott Siemens Industry, Inc. 3/10/2021 Amber Louie AFA Protective Systems, Inc 4/18/2021 Kimmy Louis Tech Systems Inc 3/27/2021 Tanya Luterotty Security Alarm Corporation 3/23/2021 Anne Lyons Life Alert Emergency Response 4/26/2021 Zachary Macmillan Vector EAST 4/2/2021 Jordan Madison Vector WEST 3/5/2021 Jewel Magoto Life Alert Emergency Response 4/26/2021 Jordan Makowski AFA Protective Systems, Inc 4/17/2021 Kumari Mansi Bell MTS Smart Home (CA) 3/29/2021 Haylie Marquardt Doyle Security 2/27/2021 Kelly Marquez Life Alert Emergency Response 4/29/2021 Jonathan Marroquin Luna Life Alert Emergency Response 4/30/2021 Edward Marshall Dynamark Monitoring 3/6/2021 Jennifer Marshall Security Central Inc. 3/25/2021 Amy Martin COPS Monitoring - Nashville 4/7/2021 Mandi Martina Peak Alarm Company 4/15/2021 Alexander Martinez Affiliated Monitoring 4/16/2021 Michael Martinez Dispatch Center, LTD 4/9/2021 Claudia Martinez Life Alert Emergency Response 4/24/2021 Charles Martinez Life Alert Emergency Response 3/26/2021 Desserei Martinez Life Alert Emergency Response 4/28/2021 Sulymar Martínez Hernández Genesis Security Services, Inc (PR) 4/8/2021 Donna Marzolino Vector EAST 3/31/2021 Heather Massey Vector EAST 3/24/2021 Isaias Mata Affiliated Monitoring 3/7/2021 Joberlis Matos CPI Security Systems, Inc. 4/13/2021
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First Last Company Graduated Bernard Maxime AFA Protective Systems, Inc 4/27/2021 Shane May National Monitoring Center 2/27/2021 Alec Mayer Doyle Security 2/25/2021 Matthew Mayle American Electric Power Security Operations Center 2/22/2021 Madelyn Mayle Securitas Electronic Security 4/23/2021 Samalyna McCarson VRI 4/6/2021 Jamie McCarty Securitas Electronic Security 4/23/2021 Tiffany McConeyhead Retail Business Services LLC , An Ahold-Delhaize USA Co. 3/21/2021 Deb McCulley Alert 360 3/16/2021 Shannon McDonald Security Alarm Corporation 3/11/2021 Solange McDonnell AlarmForce Industries Inc. (CA) 3/25/2021 Kelly McGhee Security Systems of America 3/14/2021 Melissa McLean Vector EAST 3/25/2021 John McManus Vector EAST 4/3/2021 Maria McMullen Vector EAST 4/2/2021 Ericka McRaney Vivint, Inc. 3/2/2021 Amy McTush Operational Intelligence Center 3/27/2021 Kallie McVay Atlas Security Service, Inc. 3/16/2021 Gaston Meade Barcom 3/3/2021 Kimberly Medina Doyle Security 2/23/2021 Yaznery Medina GM Security Technologies (PR) 3/19/2021 Marilynn Mendoza Life Alert Emergency Response 4/4/2021 Kerwin Mercado Security Data Processing Center Inc. 2/16/2021 Jenn Mercer Security Alarm Corporation 3/30/2021 Viviana Merlos Washington Alarm 3/5/2021 Josh Mezzoprete Wegmans Asset Protection 2/12/2021 Sarah Miller Kings III of America 4/29/2021 Don Miller Vector EAST 4/28/2021 Mailey Millward Avantguard Monitoring Centers 2/23/2021 Kristi Milstead CenturyLink Security Systems 3/8/2021 Michelle Mings Security Alarm Corporation 3/11/2021 Peter Monsarrat Life Alert Emergency Response 3/28/2021 Franz Montes GM Security Technologies (PR) 3/5/2021 Caroline Monzon Security Solutions Inc. 2/24/2021 Sara Moore Avantguard Monitoring Centers 2/25/2021 Angelica Moore Vivint, Inc. 3/2/2021 Miranda Moore VRI 4/6/2021 Pedro Morales Life Alert Emergency Response 4/29/2021 Vanessa Morales Matson Alarm Co., Inc. 4/15/2021 Orlando Morales Statewide Central Station 3/28/2021 Duane Morris Paladin Technologies (CA) 2/11/2021 Devan Morris Vancouver Fire & Security (CA) 2/5/2021 Christine Morrison Affiliated Monitoring 4/16/2021 James Moses Turner Security Systems, Inc. 2/17/2021 Lisa Mouton Siemens Industry, Inc. 2/25/2021 Jennifer Mullee Dynamark Monitoring 2/21/2021 Cynthia Mullins Dynamark Monitoring 2/12/2021 Nate Mullis CPI Security Systems, Inc. 3/31/2021 Shaun Murphy Vector EAST 3/8/2021 Nickole Nesby Security Systems of America 3/8/2021 Stacey Nevarez Kings III of America 4/6/2021 BonnieBelle Newsome American Electric Power Security Operations Center 3/28/2021 Carl North Avantguard Monitoring Centers 2/9/2021 Jonniel Nunez Wayne Alarm Systems, Inc. 2/27/2021 Elizabeth Nunley Alert 360 3/20/2021 Taylor Nunnelly Interface Security Systems, LLC 2/23/2021 Kyle O’Brien Life Alert Emergency Response 4/22/2021 Angela Ogden Securitas Electronic Security 4/8/2021 Alvan Okpechi THRIVE Intelligence 3/2/2021 Estefany Oliveras GM Security Technologies (PR) 3/30/2021 Kheila Oliveras GM Security Technologies (PR) 3/29/2021 Braden Oltman American Electric Power Security Operations Center 2/27/2021 Catherine O’Malley Vivint, Inc. 3/24/2021 Shaniece Onukawa U.S. Monitoring, Inc. 4/27/2021 Shalimar Oram SMART Security Pros, LLC dba Mobile Video Guard 4/27/2021
Summer 2021 | TMA Dispatch
First Last Company Graduated Esmeralda Orellana Life Alert Emergency Response 3/30/2021 Evelyn Ortiz VRI 2/17/2021 Vartan Ourfalian Life Alert Emergency Response 4/23/2021 LaNise Overton TSI 3/19/2021 Nilza Pagan GM Security Technologies (PR) 3/26/2021 John Pak Retail Business Services LLC , An Ahold-Delhaize USA Co. 3/11/2021 Jacob Parson American Electric Power Security Operations Center 3/31/2021 Leah Parsons Affiliated Monitoring 4/12/2021 Aekteban Patel SecurTek (CA) 2/9/2021 Brooklyn Patterson Blue Ridge Monitoring 3/4/2021 Amanda Pease Seacoast Security 2/7/2021 Andrew Pederson First Alarm 2/16/2021 Brianna Pena Statewide Central Station 3/30/2021 Jacob Perez Affiliated Monitoring 3/7/2021 Marquita Perry Affiliated Monitoring 4/22/2021 Brittani Perry Vector EAST 4/6/2021 Jonathan Peterson Avantguard Monitoring Centers 2/2/2021 Brenna Pettibone Centralarm 3/5/2021 Ashley Phelps Paladin Technologies (CA) 3/8/2021 Jaya Pickens Quick Response Monitoring 2/24/2021 Stewart Pittenger Vector EAST 3/30/2021 Brian Pitts Compass Security Solutions 3/30/2021 Araciel Pliego Cortazar Vivint, Inc. 3/27/2021 Leslie Pook Fire Monitoring of Canada, Inc. (CA) 2/12/2021 Jordan Pool Affiliated Monitoring 4/12/2021 LaTonya Powell Security Engineers Inc. 3/16/2021 Roger Puckett COPS Monitoring - Nashville 4/7/2021 Sarah Pulsipher Vivint, Inc. 2/27/2021 Fabio Daniel Quesada Borbon G4S SA (CR) 2/11/2021 Pedro Quiles Security Data Processing Center Inc. 2/11/2021 Jaden Quintrequeo Avantguard Monitoring Centers 3/30/2021 Kaur Ramandeep Bell MTS Smart Home (CA) 3/30/2021 Cecelia Ramirez Gomez L ife Alert Emergency Response 4/23/2021 Kareen Ramos Kings III of America 4/30/2021 Subanki Ratnam AlarmForce Industries Inc. (CA) 3/18/2021 Jamie Ray Federal Response Center 3/10/2021 Kristi Ray Siemens Industry, Inc. 4/12/2021 Meghan Reed Dynamark Monitoring 2/25/2021 Linda Reed Dynamark Monitoring 4/13/2021 Amy Rees Atlas Security Service, Inc. 3/4/2021 Donna Richardson Siemens Industry, Inc. 3/9/2021 Anthony Ringgold Vector EAST 4/14/2021 Pat Rios United Central Control 3/23/2021 Michael Rivas Security Central Inc. 3/27/2021 Angeles Rivera GM Security Technologies (PR) 3/29/2021 Leslie Rivera RAFFI 4/30/2021 Juan G. Rivera Security Data Processing Center Inc. 2/27/2021 Devin Robbins COPS Monitoring - Nashville 4/6/2021 Chassidy Roberts Kings III of America 2/3/2021 Stanley Robertson Barcom 4/22/2021 Ana Robles Alarmco 3/18/2021 Samantha Rocha Affiliated Monitoring 4/14/2021 Josue Rodriguez COPS Monitoring - Boca Raton 4/18/2021 Anastasia Rodriguez Engineered Protection Systems, Inc. 4/28/2021 Jayleen Rodriguez Life Alert Emergency Response 4/2/2021 LaiLani Rodriguez Vivint, Inc. 2/28/2021 Angela Roe VRI 3/17/2021 Sarah Rogers Central Monitoring & Dispatch, Inc 3/10/2021 Felicia Rogiani Vector EAST 4/13/2021 Annaliet Romero VRI 2/2/2021 Olivia Rosales Vivint, Inc. 3/23/2021 Angelee Rosario GM Security Technologies (PR) 3/12/2021 Kenneth Rose Securitas Security Services USA, Inc. 2/10/2021 Deja Ruiz-Spinney Avantguard Monitoring Centers 4/21/2021 Mark Russo Triple Canopy-A Constellis Co. 3/27/2021 Anitsha Salgado Genesis Security Services, Inc (PR) 4/8/2021 Saul Salinas United Central Control 3/3/2021 Joshua Santos City Of Toronto (CA) 3/9/2021 Sonia Sathan Bell MTS Smart Home (CA) 4/3/2021
TMA Dispatch | Summer 2021
First Last Company Graduated Ian Savory United Central Control 3/9/2021 Lane Savoy Acadian 2/10/2021 Stacey Schlichting Bell MTS Smart Home (CA) 4/20/2021 Grace Schroyer COPS Monitoring - New Jersey 4/28/2021 Robin Schuler Vector EAST 4/3/2021 Jamie Schulz Vector WEST 3/28/2021 Bridget Shaffer Quick Response Monitoring 3/23/2021 Ashley Sharpe Alert 360 3/20/2021 David Shaw Operational Intelligence Center 3/25/2021 Vincent Shelby Alarm Detection Systems, Inc. 2/19/2021 Tyler Sherman Operational Intelligence Center 4/7/2021 Eleazar Silva Martinez United Central Control 3/11/2021 Zachary Simcoe Amherst Alarm, Inc. 4/16/2021 Jason Simon COPS Monitoring - Boca Raton 3/10/2021 Randolph Simon, Jr. Vector EAST 4/16/2021 Harman Singh Vancouver Fire & Security (CA) 3/10/2021 Cathy Singleton SecurityAlarm Corp. 3/18/2021 Shelby Sinsay Life Alert Emergency Response 4/19/2021 Kristy Skabronski Alert 360 3/29/2021 Brendan Sloan Affiliated Monitoring 3/3/2021 Keyairra Smith Affiliated Monitoring 4/15/2021 Jessica Smith Security Partners 2/2/2021 Lynn Smith VRI 2/5/2021 Suzanne Sneddon Security Alarm Corporation 3/13/2021 Destinee Sproul COPS Monitoring - Boca Raton 3/10/2021 Jonathon Spruill CPI Security Systems, Inc. 3/10/2021 LaSonya Stanton Vivint, Inc. 3/25/2021 Jennifer Stem Dynamark Monitoring 3/6/2021 Vanessa Stevenson Nationwide Digital Monitoring Co. 3/21/2021 Lakeeshiana Stigler Retail Business Services LLC , An Ahold-Delhaize USA Co. 3/4/2021 Christopher Stone ESL Federal Credit Union 4/12/2021 Claus Sylvestor Bell MTS Smart Home (CA) 4/1/2021 Thaddeus Taylor AFA Protective Systems, Inc. 4/27/2021 Jack Ter-Harutyunian Life Alert Emergency Response 4/23/2021 Tamisha Thermitus Affiliated Monitoring 4/18/2021 Nicholas Thiffault COPS Monitoring - Nashville 4/5/2021 Alexandra Thomas Retail Business Services LLC , An Ahold-Delhaize USA Co. 3/11/2021 Chayse Thompson Vivint, Inc. 2/28/2021 Donna Thomsen United Central Control 3/23/2021 James Thornley Avantguard Monitoring Centers 4/8/2021 Dannett Thoroughgood Affiliated Monitoring 3/4/2021 Sierra Tippetts Vivint, Inc. 2/25/2021 Iridian Tobon Life Alert Emergency Response 3/31/2021 Roneek Tooks Security Systems of America 3/7/2021 Teara Toombs Kings III of America 4/8/2021 Yvette Torres Life Alert Emergency Response 3/27/2021 Kara Townsend VRI 2/27/2021 Andrea Toxqui Morales Vivint, Inc. 3/24/2021 Kimberly Trainer Vector EAST 4/22/2021 Sherry Treasure Vector EAST 4/1/2021 Rachele Tshiamala Brink’s (CA) 4/16/2021 LaMequa Turner CPI Security Systems, Inc. 2/12/2021 Hunter Turner Turner Security Systems, Inc. 2/20/2021 Isabelle Uribe Avantguard Monitoring Centers 2/27/2021 Marialosa Vaivai Alert Alarm of Hawaii 4/14/2021 Kayla Valentin Vivint, Inc. 3/23/2021 Jessica Van Dorsselaer Huronia Alarm & Fire Security, Inc. (CA) 3/21/2021 Fred Van Meter Engineered Protection Systems, Inc. 4/25/2021 Chyanne VanOrman Avantguard Monitoring Centers 4/1/2021 Joshua Varela-Portillo Life Alert Emergency Response 3/26/2021 Kyle Weeks Vivint, Inc. 3/4/2021 Garret West Avantguard Monitoring Centers 2/9/2021 Heather Wheeler Monitoring America Alarm Co-Op 2/23/2021 Veronicia Whitaker Siemens Industry, Inc. 4/10/2021 Michael White Interface Security Systems, LLC 4/8/2021 Ashley White Security Systems of America 3/4/2021 Sarah Wilkes COPS Monitoring - Nashville 4/7/2021 Alexis Willet Avantguard Monitoring Centers 4/16/2021 Jaleel Williams Allied Universal Technology Services 4/20/2021
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First Last Sadie Williams Laura Willison Matthew Wilson Jonathan Wilson Kristin Wilson Jordan Wong Huntley Woolston Sarah Wright David Wright Karen Wright YiFie (Eden) Xie Pajai Xiong Annie Yardley Adrian Young Melisa Young Margaret Young Amber Young Eliza Zaragoza Heather Zaritz Alex Zelaya Andrew Zenger Eva Zollars Stephanie Zysks
Company Graduated VRI 4/6/2021 Guardian Protection Services 4/8/2021 City Of Toronto (CA)2/20/2021 Vivint, Inc. 3/23/2021 VRI 4/6/2021 Vancouver Fire & Security (CA) 2/3/2021 Vector EAST 3/31/2021 CPI Security Systems, Inc. 2/15/2021 SimpliSafe, Inc. 2/12/2021 Alert 360 3/19/2021 AlarmForce Industries Inc. (CA) 4/16/2021 Alert 360 4/3/2021 Avantguard Monitoring Centers 3/29/2021 Security Engineers Inc. 3/10/2021 Universal Monitoring, LLC 2/16/2021 Vector EAST 4/1/2021 Vector WEST 3/9/2021 Matson Alarm Co., Inc. 3/5/2021 American Burglary & Fire, Inc. 3/23/2021 Life Alert Emergency Response 4/22/2021 Avantguard Monitoring Centers 3/18/2021 Operational Intelligence Center 4/1/2021 COPS Monitoring - New Jersey 3/1/2021
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Learn more about TMA’s Online Operator Level 1 and Level 2 courses. Find out why so many monitoring centers use it for their new employee and refresher training. When it comes to operator training, turn to TMA, the most trusted provider.
2021 Member Train. Motivate. Advance. [42]
Operator Level 2 Training Graduates Legacy Operator 2 Training Graduates First Last Nicole Alexander Corey Baker Josh Bishop Floydrica Brown Joseph Bruno Wrenl Burg Nicole Burgess David Burns Chad Cacchillo Pershel Cameron Trisha Carmona Ashley Caswell Jessica Cataldo Danielle Cerda Trista Clevenger Margaret Clifford Marlie Cochran Jennifer Cogdill Dave Cook Elizabeth Cooper Taleshia Cox Michelle Cruz Moyer Crystal Valerie Demase Rachel Dixon Tawanda Doby Tracie Dodson Karry Dormescar Carl Douthit Ashley Downey Lonna Dull Brenda Eichfeld Christine Englot Michael Feliciano Theresa Finelli Ralph Finelli Jenna Fisher Brianne Foster Sydney Garrison Renee Garza Steven Glowa Alize Gonzalez Isabella Gonzalez Shelley Gordon Carolyn Greene Jerod Groulx Glenn Guardiani Courteney Haas Tyrone Handfield Shannon Handy Cody Hardy Antionette Harris Rebecca Helmbold Danielle Henry Curtis Henry
Company Graduated COPS Monitoring - New Jersey 3/21/2021 Statewide Central Station 3/21/2021 COPS Monitoring - New Jersey 3/13/2021 COPS Monitoring - Boca Raton 3/10/2021 COPS Monitoring - Scottsdale 3/7/2021 Turner Security Systems, Inc. 2/28/2021 COPS Monitoring - New Jersey 3/8/2021 Operational Intelligence Center 4/20/2021 COPS Monitoring - Boca Raton 3/16/2021 COPS Monitoring - Boca Raton 3/23/2021 Retail Business Services 3/4/2021 Engineered Protection Systems, Inc. 3/12/2021 Statewide Central Station 3/29/2021 Valley Security & Alarm 4/9/2021 Central Monitoring & Dispatch, Inc 3/16/2021 Retail Business Services 3/3/2021 Security Alarm Corporation 3/22/2021 COPS Monitoring - New Jersey 3/25/2021 Retail Business Services 3/19/2021 Damar Security Services/ Security Response Center (CA) 3/19/2021 Retail Business Services 3/18/2021 Supreme Security Systems 3/24/2021 Retail Business Services 3/4/2021 Guardian Protection Services 4/15/2021 Central Monitoring & Dispatch, Inc. 3/16/2021 Retail Business Services 3/1/2021 Securitas Electronic Security 3/26/2021 COPS Monitoring - Boca Raton 3/20/2021 COPS Monitoring - Texas 2/10/2021 Security Systems of America 4/5/2021 Security Alarm Corporation 4/7/2021 COPS Monitoring - New Jersey 3/17/2021 Federal Protection 3/14/2021 Alarm Detection Systems, Inc. 3/8/2021 COPS Monitoring - Boca Raton 4/12/2021 COPS Monitoring - Boca Raton 3/23/2021 COPS Monitoring - New Jersey 3/13/2021 Damar Security Services/ Security Response Center (CA) 3/1/2021 COPS Monitoring - New Jersey 2/24/2021 Valley Security & Alarm 2/16/2021 Damar Security Services/ Security Response Center (CA) 3/25/2021 Verse Media 3/10/2021 COPS Monitoring - New Jersey 3/17/2021 Alarm Systems Monitoring (CA) 4/13/2021 Supreme Security Systems 3/4/2021 Safety Systems 2/16/2021 COPS Monitoring - New Jersey 3/17/2021 HVAC Concepts - A Fidelity Building Services Group Co. 2/25/2021 Retail Business Services 3/1/2021 COPS Monitoring - New Jersey 3/8/2021 Damar Security Services/ Security Response Center (CA) 3/13/2021 Security Alarm Corporation 3/17/2021 COPS Monitoring - New Jersey 3/1/2021 Guardian Protection Services 4/8/2021 Retail Business Services 2/26/2021
Summer 2021 | TMA Dispatch
First Last Company Graduated Shona Holmes COPS Monitoring - Boca Raton 3/20/2021 Billy Hubert COPS Monitoring - New Jersey 3/8/2021 John Isello Supreme Security Systems 3/10/2021 Ashley Jacobs COPS Monitoring - New Jersey 3/9/2021 Steven Jacques Retail Business Services 3/29/2021 Tiffany Jean-Mary COPS Monitoring - Boca Raton 4/24/2021 David Johnson COPS Monitoring - Boca Raton 3/17/2021 Veronica Kelly COPS Monitoring - New Jersey 3/14/2021 Anthony Kelly Retail Business Services 3/4/2021 Janice Kelly Retail Business Services 3/10/2021 Darrin Kern COPS Monitoring - New Jersey 3/17/2021 Jamil Lafayette Supreme Security Systems 3/24/2021 Steve Lapointe Damar Security Services/ Security Response Center (CA) 3/24/2021 Carrie Lee Retail Business Services 3/8/2021 Shanae Lee The Church of Jesus Christ of Latter-day Saints 2/24/2021 Dave Lex COPS Monitoring - NJ 3/17/2021 Anthony Lopez COPS Monitoring - NJ 3/5/2021 Tanya Luterotty Security Alarm Corp. 3/25/2021 Joshua Malicdem COPS Monitoring - NJ 3/3/2021 Emily Marich COPS Monitoring - NJ 3/6/2021 Michael Martinez Supreme Security Systems 3/1/2021 Sulymar Martínez Hernández Genesis Security Services, Inc (PR) 4/18/2021 Shannon McDonald Security Alarm Corporation 3/18/2021 Sarah McDonnell Guardian Protection Services 4/7/2021 TariQ McGee Alarmco 3/27/2021 Amy McTush Operational Intelligence Center 3/29/2021 Justin Meneses Universal Monitoring, LLC 3/15/2021 Steve Mills Universal Monitoring, LLC 3/11/2021 Michelle Mings Security Alarm Corporation 3/22/2021 Mitzi Moose Retail Business Services 3/3/2021 Sergio Morales COPS Monitoring - Texas 2/10/2021 Brandy Morris COPS Monitoring - New Jersey 3/13/2021 James Moses Turner Security Systems, Inc. 3/16/2021 Kerri Mosher Mahoney Alarms 2/27/2021 Sierra Moss COPS Monitoring - New Jersey 3/24/2021 Jessica O’Donovan Guardian Protection Services 4/13/2021 Robert Orms Guardian Protection Services 4/6/2021 Tammy Osbourne Alarm Systems Monitoring (CA) 3/21/2021 Pablo Osorio Supreme Security Systems 3/17/2021 Oliver Otte-Pabst Quinte Kawartha Alarm Systems (CA) 4/21/2021 Matt Pancrazio COPS Monitoring - New Jersey 3/17/2021 Luis Perez COPS Monitoring - Boca Raton 3/13/2021 Taylor Pevec Damar Security Services/ Security Response Center (CA) 3/23/2021 Angelynn Phelps Retail Business Services 2/11/2021 Lourdeline Pierre COPS Monitoring - Boca Raton 4/28/2021 Mallory Platt Federal Protection 3/13/2021 Ashley Pluta COPS Monitoring - New Jersey 3/13/2021 Sara Pontano COPS Monitoring - New Jersey 3/24/2021 Mike Ponte Statewide Central Station 4/21/2021 Alvinna Price Retail Business Services 3/20/2021 Lee Qualls COPS Monitoring - Boca Raton 4/19/2021 Aileen Rey COPS Monitoring - Scottsdale 4/27/2021 Kristina Roberts Retail Business Services 2/23/2021 Chris Roebuck Falcon Security (CA) 4/14/2021 Ed Rosario Damar Security Services/ Security Response Center (CA) 3/23/2021 Kenneth Rose Securitas Security Services USA, Inc. 2/12/2021 Zach Roundell Damar Security Services/ Security Response Center (CA) 3/4/2021 Remi Roy Alarm Systems Monitoring (CA) 4/15/2021 Michael Russell Dynamark Monitoring 2/18/2021 Eileen Schink Retail Business Services 3/15/2021 Gina Schofield COPS Monitoring - NJ 3/16/2021 Valerie Schulyer-Falcon Retail Business Services 3/2/2021 Angela Seay Retail Business Services 3/3/2021 David Shaw Operational Intelligence Center 3/30/2021
TMA Dispatch | Summer 2021
First Last Tyler Sherman Cathy Singleton William Sisk Stephen Slimm Suzanne Sneddon Jasmine Spencer Penny Spencer Kimberly Spiotto Eric Stanley Kristina Stern Lavonne Stewart Christopher Stone Hunter Turner Alex Valdez Jessica Van Dorsselaer Dan Vandermeer Ethan Vanvorst Diomarie Vazquez Olivia Veit Amber Walls Brandon White Arielle Wilgus Tumonie Wilson David Wright Seth Wyckoff Eliza Zaragoza Mike Zimmerman Eva Zollars Karl Zwick Stephanie Zysks
Company Operational Intelligence Center SecurityAlarm Corp. COPS Monitoring - Boca Raton COPS Monitoring - New Jersey Security Alarm Corporation Statewide Central Station Retail Business Services COPS Monitoring - New Jersey Retail Business Services Retail Business Services Retail Business Services ESL Federal Credit Union Turner Security Systems, Inc. Turner Security Systems, Inc. Huronia Alarm & Fire Security, Inc. (CA) Damar Security Services/ Security Response Center (CA) Retail Business Services COPS Monitoring - New Jersey COPS Monitoring - New Jersey Guardian Protection Services Amherst Alarm, Inc. COPS Monitoring - New Jersey Kings III of America SimpliSafe, Inc. COPS Monitoring - New Jersey Matson Alarm Retail Business Services Operational Intelligence Center Supreme Security Systems COPS Monitoring - New Jersey
Graduated 4/20/2021 3/19/2021 3/12/2021 3/7/2021 3/14/2021 4/20/2021 3/3/2021 3/6/2021 3/20/2021 3/6/2021 3/8/2021 4/17/2021 2/25/2021 3/3/2021 3/31/2021 3/27/2021 3/2/2021 3/17/2021 2/25/2021 4/10/2021 3/3/2021 3/2/2021 2/23/2021 2/13/2021 3/18/2021 3/8/2021 3/21/2021 4/8/2021 3/2/2021 3/9/2021
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Summer 2021 | TMA Dispatch
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ASAP-TO-PSAP>>
TMA’s ASAP-to-PSAP Welcomes its 89th ECC
ASAP saves time, improves accuracy, and increases efficiency between PSAPs and Monitoring Centers. Learn more on TMA’s website.
89 ASAP Active PSAP’s (As of June 28, 2021) Alabama Montgomery Morgan County Arkansas Little Rock Arizona Chandler Paradise Valley Phoenix Tempe Tucson Colorado Jefferson County Florida Boca Raton Bradenton Charlotte County Collier County Manatee County Riviera Beach Sarasota County West Palm Beach Volusia County Georgia Alpharetta Augusta/Richmond Dekalb County Indiana Indianapolis/Marion County
Maryland Prince George’s County Minnesota Anoka County Ramsey County Missouri Boone County North Carolina Cary, Apex and Morrisville Durham Fayetteville/ Cumberland County Guilford County High Point Iredell County Johnston County Kernersville Raleigh – Wake County Union County Wilson County New York Broome County Cayuga County Monroe County Onondaga County Ontario County Suffolk County
Ohio Cincinnati Delaware County Dublin Hamilton County Westerville Pennsylvania Bucks County Chester County Cumberland County Dauphin County Monroeville Tennessee Bradley County Brentwood Hamilton County Memphis Murfreesboro Nashville Williamson County Texas Burleson Denton County Galveston County Grand Prairie Harris County Highland Park Houston Missouri City Plano Williamson County
Virginia Arlington County Chesapeake City of Richmond Hanover County HarrisonburgRockingham Henrico County James City County Loudoun County Martinsville-Henry County VA Newport News Portsmouth Powhatan County Prince William County Roanoke Virginia Beach York County Wisconsin Dane County Washington DC
PSAP’s in Testing or Implementation Alabama Birmingham Colorado Denver 911 Communications Florida Lee County Illinois Aurora Police Department Indiana Indianapolis Louisiana Orleans Parish
TMA Dispatch | Summer 2021
Maryland Fredrick County North Carolina Brunswick County Ohio Chagrin Valley-Bedford Mansfield Pennsylvania Elk County Texas Allen Beaumont PD Washington Bremerton Tacoma-Pierce
What if... SIAC Didn’t Exist? Support SIAC. Donate today at www.siacinc.org [45]
IMPACT>>
Making a Difference...Why We Do What We Do Monitored fire protection helps save a Memphis Family. By Bob Tucker, ADT
For several days, Zina and Eldridge Henry had headaches, felt groggy and experienced other health ailments. They believed their symptoms were related to COVID-19. What they didn’t know was that a faulty furnace was spewing carbon monoxide into their Memphis home.
“When a monitoring center agent called a few minutes later, I explained it was likely broken equipment because it had just been installed,” Zina said. “I left for a doctor’s appointment but when I returned two hours later, the detector was still beeping so I called my security provider to stop it.” Fortunately, the monitoring center agent Zina spoke with convinced her that it was an actual alarm and to leave the house while he called the local 911 center. When firefighters arrived, they used a portable meter and detected large amounts of carbon monoxide. Once the air was clear, Zina and Eldridge were allowed back in. The next day they ordered a new furnace.
The couple credits their professionally installed and monitored security system for alerting them to the ‘silent killer’ before it was too late. It all started one day in February when the system was installed. A short time after the technician left, the security panel alerted, indicating carbon monoxide. [46]
In March, the monitoring center agent met the Henrys for the first time. During an emotional moment, Zina tearfully hugged the agent and profusely thanked him for helping save their lives. According to the Centers for Disease Control, about 400 Americans die of unintentional carbon monoxide each year and another 20,000 are poisoned, requiring hospitalization.
“
We are living proof of the power of professional security monitoring,” said Zina.
Share your life-saving stories with TMA members! Have you or a colleague helped save someone’s life in your role within the monitoring center? Let your story touch others and inspire more life-saving actions. Submit your story and images to TMA Communications at communications@tma.us.
Summer 2021 | TMA Dispatch
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TMA Dispatch | Summer 2021
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