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Don’t Forget CSAA 2014 Annual Meeting October 17 – 22, 2014 Bermuda
CSAA 2014 Fall Operations Seminar November 9 -11, 2014 Sarasota, FL
CSAA Long-Range Planning Meeting January 2015 San Antonio
In This Issue Talent is Acknowledged and Celebrated with 2014 CSAA Awards...1 ASAP® Ready to Expand Beyond Charter Members............................1 President’s Note..............................4 AICC’s Fiore Addresses Broadband Coalition Event...............................6 Annual Conference........................10 Marketing Marvel.........................11 CSAA News...................................12 Steve Doyle Farewell.....................15 Social Media Trends......................16 The ESX Difference .......................24 Regulatory Update........................26 CSAA Member News.....................31 Online Training Grads....................34 CSAA Five Diamond.......................37 CSAA Member Spotlight ...............38 Advertising Index.........................38 CSAA New Members .....................39
Reprinted with permission from SDM. © 2014. ALL RIGHTS RESERVED.
Talent is Acknowledged and Celebrated with 2014 CSAA Awards By Maya Dollarhide
This year’s CSAA Excellence Awards winners are wholly dedicated to their customers, jobs and co-workers; work calmly under pressure; and always take extra steps to support colleagues and clients, day or night.
COPS Monitoring is the 2014 Central Station of the Year. Pictured at the awards ceremony: SDM Editor Laura Stepanek; David Smith, Director of Marketing and Communications, COPS; Maria Malice, VP of Special Projects, COPS; Joe Goodman, Director of Sales, COPS; CSAA President Jay Hauhn; CSAA Executive VP Steve Doyle. Photo by AcePhotography, 2014. (See Excellence Awards, page 18)
ASAP® Ready to Expand Beyond Charter Members Expansion of Program Supported by Demand from New PSAPs The Automated Secure Alarm Protocol (ASAP) is ready to move into the next phase of its deployment. To date, the 100 members of CSAA that have helped fund the program roll-out have had the ability to contract and connect to the system. These “Charter Members” of the program have been the test bed for deploying central stations. “We are ready to extend the invitation to participate to non-charter members of CSAA,” said Ed Bonifas, co-chair of CSAA’s ASAP Steering Committee. “Currently there are seven Public Safety Answering Points (PSAPs) on the system:
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Richmond, VA; York County, VA; James City County, VA; Washington, DC; Houston, TX; Tempe, AZ; and Morgan County, AL. And later this year, we expect Boston, MA; Seattle, WA; and the entire state of Delaware to come on board. We invite CSAA members that have accounts in any of these jurisdictions to contact me or Committee Co-Chair Pam Petrow if you have interest in getting involved in the program.” (See ASAP, page 8) CSAA Dispatch • www.csaaintl.org | 1
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CSAA Executive Committee
President’s N ote By CSAA International President Jay Hauhn
President Jay Hauhn, Boca Raton, FL First Vice President Pamela J. Petrow, Warrendale, PA
Dear Fellow CSAA Members,
Second Vice President Joe Nuccio, Beltsville, MD Secretary Graham Westphal , Pacheco, CA Treasurer Ivan Spector, Montreal, Quebec, Canada Immediate Past President Bob Bean, Honolulu, HI Executive Vice President & CEO Stephen P. Doyle, Vienna, VA
Csaa Staff Executive Vice President & CEO Stephen P. Doyle Sr. Vice President of Finance & Administration Madeline Fullerton McMahon Vice President of Meetings & Conventions John S. McDonald Vice President of Membership & Programs Rebecca (Becky) Lane Vice President of Marketing and Communications Elizabeth Welsh Lasko IT and Accounting Coordinator Dympna Williamson Executive Office Assistant Administrator Monique Brent Member Services Coordinator Malory Todd
CSAA Headquarters: 8150 Leesburg Pike, Suite 700 Vienna, VA 22182 703/242-4670; Fax: 703/242-4675 www.csaaintl.org
I’m inviting you to make your presence felt in CSAA over the next few months. There are three unique opportunities coming up where you can meet and learn from your fellow members … plus influence the direction of our association and make a difference in our industry. First, there is the CSAA Annual Meeting October 17-22 in Bermuda. Our keynote speaker, General George W. Casey, Jr. (Ret.), is an authority on strategic leadership. As Chief of Staff of the U.S. Army from 2007 to 2011, General Casey led what is arguably the world’s largest and most complex organization. His experiences and insights will help you meet the challenges you face in business today. Our Annual Meeting Advisory Committee and Education Committee have prepared a program that addresses current business and technical issues impacting monitoring companies. New entrants into the security sector are now “technology” companies. How these new entrants may change the industry as we know it will be a prime focus. Social events will provide networking opportunities with other monitoring center leaders and with senior business and technology management from our associate members. Most importantly, senior leadership from the national AHJ first responder associations will be present, giving you a unique chance to discuss industry issues with them one on one.
(Wait. The annual meeting that’s in October? In Bermuda? That’s right, it’s next month. Yes, in Bermuda. But if you’re reading this before the conference, it’s not too late to register and attend!) Next, there’s our CSAA Fall Operations Management Seminar – the one industry event for central station personnel presented by central station personnel. This year’s theme, Everything is Connected, means the education sessions focus on the way advances in the connected home and other interactive services have changed (or not!) operations in the monitoring center. Be sure your
company is represented in Sarasota November 9-11. And finally, there is the CSAA Long Range Planning Meeting in San Antonio, in January 2015. All members are invited to attend this event. We need your input to plan how CSAA best serves its membership in a rapidly changing environment. You can have a real influence on the direction of the alarm industry when you bring your insight and knowledge to this gathering of CSAA leaders. Best wishes to all – and see you in Bermuda, Sarasota, and San Antonio! Best wishes to all.
Jay Hauhn
CSAA President P.S. By the way, if you’ve never attended a CSAA Annual Meeting, be sure to contact CSAA at membership@csaaintl.org or 703-242-4670 to find out about a special offer for new attendees. Make this the year you attend … we need your energy and perspective to make our annual meeting a success!
Find program and registration information for CSAA events at csaaintl.org
© 2014 Central Station Alarm Association International All rights reserved
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AICC’s Fiore Addresses Broadband Coalition Event Lou Fiore addresses attendees at the Library of Congress June 18, 2014
by Elizabeth Lasko
On June 18, Louis Fiore, Alarm Industry Communications Committee Chair, addressed attendees of the Broadband Coalition/COMTEL event, “Customers, Competition and the 96 Telecom Act.” The event, at the Library of Congress in Washington, DC, was presented by the Broadband Coalition, a group whose mission is, in part, to “urge government to reaffirm the Telecom Act’s commitment to competition as America’s networks transition to broadband.” In attendance were broadband company CEOs, along with representatives from their customer bases, and Members of Congress from both parties and special guests. Lou Fiore spoke on behalf of the alarm industry on the theme of customer safety. He first noted that “AICC member companies protect over 30 million residential, business and sensitive facilities and their occupants from fire, burglary carbon monoxide, sabotage and medical emergencies. Protected facilities include government offices, power plants, hospitals and dams as well as banks, schools and universities. This makes us an integral part of the public safety network.“ Accordingly, continued Fiore, “our greatest concern is that any future telecom act allows us to continue to protect the safety and property of our customers as well as protecting seniors facing medical emergencies.” Fiore explained to the assembly that the industry is dependent upon three basic principles: 1. Reliable and stable communications networks and services, available 24 hours a day, 7 days a week; 2. The availability of Spectrum, both licensed and unlicensed, based upon rules that are fair and stable; 6 | CSAA Dispatch • www.csaaintl.org
3. The transmission of alarm data signals which are not blocked or hindered by any network or service provider. For context, Fiore noted that about twothirds of industry customers still require traditional land lines or its voiceover IP equivalent for the transmission of alarm data. To help insure reliable, traditional network services, the National Fire Protection Association codified standards which establish minimal requirements for how networks should perform. “These standards need to be adopted by all network providers to ensure the reliable transmission of alarm data from both our legacy and newer systems,” he said. “One of those standards would require broadband providers to provide sufficient back-up power at our customer premises and throughout their network which would insure operation during emergencies.” The importance of this issue became evident in the wake of Hurricane Sandy when cellular service was degraded and landline service was totally suspended, in large part because of the degradation of back-up power needed to run these networks. “In the area of wireless, the availability of unlicensed spectrum has spawned a revolution in our ability to protect the public,” said Fiore. He explained
that consumers have benefited from the development of services such as wireless cameras, door and window contacts, and panic and medical emergency buttons that provide enhanced capabilities at a reduced cost. He predicted that there would be many more to follow, especially in the area of healthcare, and advised that a revised Telecommunications Act should ensure that adequate portions of the spectrum are set aside for innovative, unlicensed spectrum utilization. Fiore concluded that beyond just safety, any new Telecom Act should preserve the existing protections codified as part of the 1996 rewrite of the Telecommunications Act which safeguard the alarm industry’s right to equal access and nondiscriminatory service, especially when a network provider is also competitively providing alarm services. “As the nation’s largest telecom carriers become alarm providers as well, it is imperative that they not be allowed to use their telecom network as a means of unfair competitive advantage over the rest of the alarm industry,” he said. Elizabeth Lasko is CSAA’s Vice President of Marketing and Communications. She can be reached at ewlasko@csaaintl.org. Photo courtesy of Lou Fiore
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ASAP, from page 1
“We have also seen “Currently 10 of the Top substantial benefit in 11 alarm monitoring companies in the nation the alarm event history are contracted and updates we receive under various stages from the PSAP on the of deployment and outcome of the alarm; testing on the system,” this has created a better continued Bonifas. “We experience for our are proud to announce customers when they the completion of have an inquiry on an final testing and active alarm event as we no connection of Protection longer need to call the Donald M. Young One. P1 is the largest PSAP for an update,” participant to come continued Young. “We online and should add hope to see more PSAPs considerable traffic to the participating PSAPs.” Altogether participate in the program in the future. It’s truly a win-win there are 42 companies contracted for connection for both groups as we partner together to continue to (however, some of them are in areas that do not yet have an improve the alarm communication process.” active PSAP). As ASAP continues to grow, “We look forward to working
“The ASAP-to-PSAP alarm response program enables us to relay critical information with the utmost speed and accuracy in what can potentially be an emergency and/or life threatening situation. “ –
ASAP was launched in 2011 as an initiative by the alarm industry to increase the efficiency and reliability of emergency electronic signals from central station alarm companies to Public Service Answering Points (PSAPs). It was developed as an American National Standard in a cooperative effort between the Association of Public Communications Officials (APCO) and the Central Station Alarm Association (CSAA).
With ASAP, critical life safety signals and accurate information is processed in seconds, not minutes, through the NLETs system of state-to-state PSAP communication, insuring that critical time is not lost, and that complete and accurate information is transmitted to the PSAP every time. The ASAP program also helps reduce false alarms, saving the PSAPs and emergency services potentially millions of dollars. For more information on how to participate in the ASAP program, contact CSAA at asap@csaaintl.org or 703-242-4670.
Protection 1 is Live with ASAP® Protection 1 Security Solutions, an alarm monitoring company in Romeoville, IL, is the latest alarm monitoring company to come online with the ASAP program. “Protection 1 is very excited to now have the ability to transmit alarm data to responding agencies via ASAP,” said Donald M. Young, Protection 1 Chief Information and Operating Officer. “The ASAP-to-PSAP alarm response program enables us to relay critical information with the utmost speed Donald M. Young and accuracy in what can potentially be an emergency and/or life threatening situation. This saves valuable time for the 911 emergency operators we interact with on a daily basis.”
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with PSAPs around the country to improve the validation and speed of central station transmissions through the ASAP program,” said Pam Petrow.
Read more comments from Pam Petrow at securitysystemsnews.com/article/protection-1-goes-live-asapprogram. Find out more about ASAP at csaaintl.org/asap
ASAP Adds Charter Members and PSAPs The ASAP program has continued gathering momentum in 2014. In July, CSAA welcomed Watchlight to the growing number of Charter Member companies contracted for ASAP connection, adding to the concentration of alarm companies able to connect and communicate via ASAP in California. In addition, in August, SentryNet became the newest Charter Member under contract to participate in the ASAP program. ASAP Outreach Committee Co-Chair Pam Petrow also shared the news in August that “We are very pleased to announce the addition of Morgan County, AL to the participating PSAPs. They are now officially open for connectivity to tested Charter Member companies. Morgan County is the first of several PSAPs in Alabama to come online, and the outreach team in Alabama is working with the other state PSAPs in an effort to get the state fully connected quickly.”
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General George W. Casey, Jr. to Give Keynote Address, Guide Attendees in Meeting Industry Challenges at 2014 CSAA Annual Meeting Bermuda is a beautiful setting, but not just for vacationing. In October, the members of CSAA International, the voice for central station monitoring companies, will converge on the British overseas territory for five days of learning and planning that will drive the direction of the association and address the challenges to the security monitoring industry. “Our Annual Meeting Advisory Committee and Education Committee have prepared a program that addresses current business and technical issues impacting monitoring companies,” said CSAA President Jay Hauhn. “New entrants into the security sector are now ‘technology’ companies. How these new entrants may change the industry as we know it will be a prime focus of our conference.” General George W. Casey, Jr. (Ret.), one of the most accomplished soldiers in U.S. history and an authority on strategic leadership, will give the keynote address on Monday, October 20. As the 36th Chief of Staff of the U.S. Army from April 2007 to 2011, General Casey led what is arguably the world’s largest and most complex organization — 1.1 million people strong, with a $200+ billion annual budget — during one of the most extraordinary periods in military and global political history. He is widely credited with restoring 10 | CSAA Dispatch • www.csaaintl.org
balance to the war-weary U.S. Army, modernizing and leading the transformation necessary to defend the United States in the 21st century, and ensuring the high quality of the force deployed in the war on terror. “General Casey has a unique story to share with our members,” said Steve Doyle, CSAA Executive Vice President. “His background and experience have formed the basis for his viewpoints on leadership, vision, organizational culture and leading transformational change. I know our members will be impressed with his insights and how they can use them to improve their own businesses.” From 2004-2007, General Casey commanded the MultiNational Force–Iraq, a coalition of more than 30 countries, where he guided the Iraq mission through some of its most difficult days. Since his retirement, in addition to sitting on numerous boards, he has lectured on leadership at the Columbia, Yale, Denver University and University of North Carolina Business Schools and addressed the leadership of numerous companies, including Coca-Cola, Caterpillar and General Electric. In addition to the keynote address and various leadership committee meetings, education sessions will focus on the themes “Monitoring and the Internet of Things,” “DIY and Self Monitoring,” and “The Continued Value of Monitoring.” There will also be evening social events that will provide networking opportunities for monitoring industry leaders. “Most importantly,” continued Hauhn, “senior leadership from the national AHJ (Authorities Having Jurisdiction) first responder associations will be present, providing members with a unique ability to discuss industry issues with them one on one.” The CSAA Annual Meeting will be held at the Fairmont Southampton Bermuda, October 17-22. Preliminary program and registration information is available at csaaintl.org. Cut-off date for the CSAA room block is September 16 at 11:59 pm ATZ (Atlantic Time Zone); and the registration deadline is September 26. After September 26, contact CSAA for registration information. Fall 2014
By Ashley Willis, Security Sales & Integration. Reprinted with permission..
EPS Crowned CSAA Five Diamond Marketing MARVEL Award Winner Central Station Alarm Association (CSAA) and Security Sales & Integration named security provider Engineered Protection Systems (EPS) as the recipient of this year’s Five Diamond Marketing MARVEL Award during the 2014 Electronic Security Expo (ESX). The Five Diamond Marketing MARVEL Award acknowledges central stations that creatively use their CSAA Five Diamond status to gain a competitive edge in the marketplace. EPS representatives accepted the accolade during the SSI-sponsored IceBreaker Luncheon. The Grand Rapids, MI-based company promotes and leverages its Five Diamond accreditation with a with a dedicated Certifications page on its Web site that is also pushed out through social media. EPS also features the endorsement in its printed brochures, in advertising
Please resend me the appropriate photo for this, thanks!
and promotional materials and to company E-mail signatures. EPS has also used its Five Diamond status to obtain favorable insurance rates and strengthen its relationship with responding agencies. Kevin R. Belk, chief of police for the city of Grand Rapids, is quite impressed with the company’s monitoring center practices, stating that the police department trusts the firm as experts within the security industry. “I value the exemplary communication employees provide in developing optimal central station
Scott Goldfine, Editor-in-Chief of Security Sales & Integration, presents the CSAA 2014 Marketing MARVEL award to David Hood, Director of BusinessDevelopment, EPS. Photo by AcePhotography, 2014
alarm procedures, ensuring timely and effective alarm responses, and continuing to develop high-quality service protocols,” he explains. SSI will feature a complete look at EPS’ MARVEL-award winning techniques in the upcoming November issue.
The 2014 CSAA Annual Meeting Is Mobile! Download our mobile guide to enhance your experience at the 2014 CSAA Annual Meeting. • Create a personal schedule by adding program sessions automatically to the app “My Schedule” button with the tap of the star in the listings
To get the guide, choose one of the methods below: • Download ‘Guidebook’ from the Apple App Store or the Android Marketplace
• Sync your personal app schedule across multiple devices
• Visit http://guidebook.com/getit from your phone’s browser
• Reference helpful maps to find your way around the show • Stay up-to-date with real time alerts • Follow the social media buzz on Facebook and Twitter—add to the conversation using #csaa2014 • Browse local places, reference general information about the conference and much more!
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The app is compatible with iPhones, iPads, iPod Touches and Android devices. (Windows Phone 7 and Blackberry users can access the same information via our mobile site at http://guidebook.com/browse/.)
• Scan the following image with your mobile phone (QR-Code reader required) From the Guidebook application, tap “Download Guides” then “Redeem Code”. Enter the code n93awksy and the guide will download to your device! CSAA Dispatch • www.csaaintl.org | 11
CSAA News
Ernst & Young Names Pam Petrow an Entrepreneur of the Year Security industry leader Pam Petrow was named Entrepreneur of the Year at this year’s EY Entrepreneur of the Year Western Pennsylvania/West Virginia Program gala. Petrow is currently President and CEO of Vector Security and First Vice President of CSAA International. Recognized as one of the world’s most prestigious business awards, the Ernst and Young award honors distinguished entrepreneurs who demonstrate widespread success, a commitment to innovation and forward thinking and unwavering passion for business. “Being recognized for this prestigious award is not only a testament to the dedication of our employees, many of whom have made serving our
customers their careers,” said Petrow, “but also to the stability and pioneering spirit of the people and businesses in our communities.” Petrow leads a top 10 security company serving nearly 300,000 residential and business customers. Her management style challenges managers to learn what their direct reports do on a day-to-day basis and to adapt their management style to extract the best performance from their employees. This passion for customers and employees extends well beyond Vector Security’s walls. Petrow has held leadership positions in several security industry associations and received a number of awards for her outstanding contributions to the electronic transmission of signals
Pam Petrow (photo courtesy of Pam Petrow)
between central stations and 911 dispatch centers. EY Entrepreneur of the Year award winners are selected by an independent (See CSAA News, page 13)
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CSAA News
panel of judges who are former recipients of the award, including CEOs, private capital investors and regional business leaders. As a Western Pennsylvania/West Virginia award winner, Petrow will be automatically eligible for consideration for the Entrepreneur of the Year 2014 national program. National award winners will be announced at the annual awards gala in Palm Springs, CA, on November 15. Maria Malice to Co-Chair CSAA Contract Monitoring Council Morgan Hertel, co-chair of the CSAA Contract Monitoring Council, announced that COPS Monitoring Vice President Special Projects Maria Malice will join him as co-chair to address the many activities and projects of the Council.
“Co-chair Don Maden is stepping down to attend to the many new responsibilities he has undertaken with his position as Vice President of COPS Monitoring,” said Hertel. “Don has been an exceptional co-chair and a driver of the Council’s many successes. Please join me in thanking Don for his many contributions and welcoming Maria.” In addition to co-chairing the CSAA Council, Maria is also a board member of SIAC and ESA, and she currently holds the position as president of the Arizona Alarm Association. The CSAA Contract Monitoring Council examines and helps to address the evolving needs of its members by providing coordinated representation with industry-related associations, manufacturers, regulatory agencies and other organizations in order to consistently improve and enhance the
services provided to the customers of contract monitoring centers. For more information about the council and its work for third party monitoring companies, contact membership@ csaaintl.org or 703-242-4670 x 18. CSAA Bylaws Changes At 2014 ESX, CSAA members convened for the general membership meeting. Members voted on two changes to the bylaws, both of which were approved: The method of acceptance of applicants into membership. The CSAA Membership Committee will now process applications for membership. The number of CSAA Board members. To better represent the overall membership as a result of the changing demographics of the Association, the CSAA Board will increase from 13 to 15 elected directors.
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CSAA News continued
CSAA Executive Vice President Steve Doyle to Retire Steve Doyle, who has led the association for more than twenty-two years, will retire in October 2014. Steve and Tima Doyle at the 2013 CSAA Annual Meeting in Quebec.
CSAA Counsel Ben Dickens, Executive Vice President Steve Doyle, President Jay Hauhn, Treasurer Ivan Spector, First Vice President Pam Petrow, and Second Vice President Joe Nuccio following the 2014 CSAA General Membership Meeting at which Doyle's retirement was announced. Photo by Elizabeth Lasko
“Steve Doyle has ably led our Association for the past two decades, taking on challenges in partnerships, technology, government relations and industry changes. On behalf of the board of directors of CSAA, I thank Steve for his long service and for the contributions he has made to our industry,” said Jay Hauhn, president of CSAA.
Doyle has been at the helm of CSAA during a period of considerable growth and change, leading the Association from one known primarily within the industry to one that has achieved international recognition for its programs in education and online training, for its Five Diamond certification, and for the development of its unprecedented relationships with the law enforcement, fire, and emergency communications public sectors. CSAA’s meetings attract industry professionals from around the world, and under Doyle’s leadership what was once the relatively small CSAA Mid-Year Meeting morphed into the vibrant Electronic Security Expo. In 2014, CSAA is financially sound with its membership at an all-time high.
Doyle (center) was inducted into the Security Sales and Integration Hall of Fame in 2011. Also pictured: (L) Scott Goldfine, SSI; (R) Ron Davis, Davis Marketing Group. 14 | CSAA Dispatch • www.csaaintl.org
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Thank You for the Opportunity to Serve By Steve Doyle. CSAA Executive Vice President
I can’t believe that it has been almost 23 years since I first met the CSAA Search Committee and subsequently accepted the position as CSAA Executive Vice President. At the time I thought CSAA was a nice association with some very supportive Board and general members, and that I would help them grow the association for a few years and then move along to one of the “mega-associations” which are so prevalent in Washington, DC. But, as they say, “a strange thing happened on the way to the Forum.” One begins to look around and notice that few people ever leave this industry. Whether that is due to it just being a good business, to the friendships people make, or any combinations of factors, it’s true. After a short while I realized that I had bought into the mission of the industry, and that I enjoyed the people tremendously. I liked the way they conducted the affairs of the association in an open, caring and forthright way, even while I found that trying to build a consensus on issues from the “non-voting back row” is not always an easy task! Then I began to develop personal, and now lifelong, friendships with the Executive Directors and staff of the AHJs whose headquarters offices are located not a good 9 iron shot from the CSAA headquarters. Next thing one knows, the job and industry have become not only a passion and a way of life but like a family. You look around as you go to weddings, funerals, social and business gatherings and see that people in this industry treat each other as ladies and gentlemen, knowing full well that if they are not working with one person today, tomorrow they may well be -- so “burn no bridges.” Perhaps this is one reason why members of this industry are so respectful of each other and civil in their discourse. In the course of my service with CSAA, I have been approached about leading other organizations; however, it always seemed to me that chasing a few dollars for something else you may not care about is not the way to a happy life. Having served a number of different industries, including insurance, aviation, alcoholic beverage and higher education, I can tell you that this one is unique in the way people treat each other; the courtesy, respect and forbearance they afford each other even in disagreement is something for which to be truly thankful. (If only our Congress acted in such a thoughtful manner!)
time and fostering discord. We have always tried to get them the straight answers, and I want to single them out for a special thanks for the helpfulness they have shown our industry and me personally. I also want to thank my main partners of the last two decades, particularly the CSAA presidents with whom I have had the pleasure and honor to work, the Board members who have become lifelong friends to me and my family, and the headquarters staff, all of whom I personally hired. I can’t accept any responsibility for the appointment of the good Board members but I will for the staff. I always sought out those who saw CSAA as a purpose and a mission, not just a job--people who would give 110% when necessary. I will be eternally grateful to all of them for their outstanding support. They are all professionals dedicated to serving the members of the Association on a personal as well as professional level. On behalf of the Doyle family, I’d like to say that we hope to have the pleasure of being with you at some events in the future and perhaps working together in other capacities. The kindness afforded to me, to my bride of 34 years, Tima, and to my family by this industry is something I will never, ever forget. We will always be grateful to all of you. One final note. In many ways I have followed in my father’s footsteps -- first in the Marine Corps where we both had the unique experience of service during wartime, and then in the business of managing non-profit organizations. He closed out a 40-year career in this unique business at DAR Constitution Hall in Washington, DC before 5000 people whom he thanked for the opportunity to be of service to a great industry. As I look back on my career, I hope I have made him proud, as I have been so very proud to have served all of you. Thanks for the use of the hall!
We are also blessed with an industry trade press that is supportive and informative, and a partner in building this industry. Believe me, I have been in situations where the trade press was destructive rather than helpful, wasting Fall 2014
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Social Media Trends
What is “Viral” and Being Social in Bermuda? By Ryan Brady for the CSAA
What is Viral? In a business landscape where the bottom line reigns, the power of emotion can sometimes be left by the wayside. Social media has a certain aura that tends to appear as the opposite end of the spectrum from the bottom line. Creating and distributing media that is a representation of yourself and your ideals needs to strike an emotional chord with the public – and when it does it can hit a tipping point, shooting it into the viral stratosphere, which often doubles as a bottom line jackpot. The term “viral” is often misused to mean popular on Facebook and other social outlets. Popular and viral are two very different concepts. An easy way to discern between the two is to notice what is being talked about at the beginning of your work week. Something that is currently popular on the internet might be mentioned by you or a colleague upon arrival. Something that is going viral will be mentioned. As I write, the Bucket of Ice Water challenge for ALS research is sweeping through social media like wildfire, perfectly exhibiting the definition of “viral.” There is a strong emotional connection to the cause, a virtuous goal, and an entertaining spectacle attached to it. These same attributes can be executed in a business marketing setting; many of the best marketing campaigns of the last century have been this exact formula. When planning a marketing/social media strategy, your goal should not be to create a piece of media that goes viral. That’s an unrealistic goal that will just bring disappointment in most cases. The viral phenomenon is as rare as it is infectious. To me, the two sides of the spectrum are purposeful viral marketing attempts vs.
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consistent content marketing. Consistent posts that stem off the same strong message over time are considered the long game in the social media realm. You are building a following in a social setting by informing, entertaining, and personalizing. This is like the sacrifice fly in baseball – it’s not flashy, but it scores runs. Specifically trying to create a campaign that goes viral is akin to swinging for the fences. You’re going to miss most of the time, but that one big hit is always a possibility. For reference, so is winning the lottery and getting struck by lightning on the same day. Depending on your resources and the amount creative talent your team/yourself possesses, you can choose to concentrate on one or both sides of this particular spectrum.
Conference Social Media Marketing As we head to the 2014 CSAA Annual Meeting in Bermuda next month, here are some tips on using social media to get the most out of conferences/events. 1. Conferences begin online long before they begin in person. Using LinkedIn groups and the designated conference Twitter hashtag (#csaa2014), you can find who will be attending by seeing
people’s own personal announcements prior to arrival. 2. Networking becomes incredibly simple through social media in a conference setting. Make friends online and then meet up in person. Dinner and drinks can be set up from anywhere in the world now, so you might as well take advantage of it when you’re on the same island! 3. The #csaa2014 hashtag allows you to be the go-to journalist onsite, telling those who didn’t make it what is happening. You can grow your social media presence by relaying information to those who are offsite and missing all the action! 4. Follow-up becomes extremely simple with Twitter and LinkedIn. Thank someone for drinks the night before or congratulate someone else on an amazing talk earlier in the day. The social clout you have can be completely changed by the effort you put forth before, during, and after a conference experience. Ryan Brady is an Associate with TRG Associates, Inc. He can be reached at: rbrady@trgassociates.com.
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Excellence Awards from page 1
The Ninth Annual CSAA International Central Station Excellence Awards, co-sponsored by SDM and the Central Station Alarm Association, were presented at an awards breakfast during ESX held in Nashville, TN, in late June. Annually, these awards recognize outstanding central stations and individuals that raise the bar for dedication, innovation and best practices in monitoring. On hand to present the awards were CSAA president and chief technology officer for Tyco Integrated Security, Jay Hauhn; Steve Doyle, CSAA executive vice president; and Laura Stepanek, editor of SDM.
The Central Station Excellence Awards.
Inclement weather the previous winter was on record for being brutal, and the spring brought tornados and other damaging high winds, among other emergencies, that had central stations busy in the past year. Throughout it all, the central stations and individuals nominated for these awards showed incredible dedication, resourcefulness, talent and security awareness during day-to-day (and night-to-night) operations around North America. In the end, dealing with disaster is something all central stations must do in order to stay afloat, but excelling every day is what they must do to thrive. The three finalists were selected for recognition in each of four categories: Central Station Support Person of the Year, Central Station Operator of the Year, Central Station Manager of the Year, and Central Station of the Year. Stepanek introduced each nominee and described why the panel of judges found their performance so compelling. After all of the nominees were
recognized, the winner in each category was announced.
Central Station of the Year As a CSAA Five Diamond certified station, COPS Monitoring, Williamstown, N.J., has five hot redundant and loadsharing UL-listed central stations: in New Jersey, Florida, Arizona, Tennessee and Texas. The sixth central station in Maryland is UL 2050 certified and currently operates autonomously, making COPS Monitoring one of the largest independently owned wholesale alarm companies in the United States. COPS is also an IQ-certified central station and supports ECV (enhanced call verification) up to four numbers before dispatching authorities. The focus on customer experience and helping to ensure clients are more successful, by offering what it describes as the best alarm monitoring and value-added service, shows how COPS Monitoring manages to retain “hometown” service in a larger pool of alarm dealers across the country. In an industry active with monitoring options, COPS stands out for its excellent customer service and dedication to its clients, according to one of the anonymous judges on the CSAA Central Station Excellence Awards panel. The company’s strategic growth did not escape the judges’ notice. In two short years, COPS Monitoring has become one of the largest wholesale companies within the industry. From six central stations, the company monitors nearly 1.1 million subscribers through 3,500 alarm companies across the country. COPS makes it a point to hire locally and learn about the region, its dealers and associations in the area. This doesn’t mean it isn’t looking at the big picture — its large dealer and customer base spans North America, Canada, and the Caribbean. The company’s five load-
Central Station of the Year Company: COPS Monitoring Location: Williamstown, N.J. Year Founded: 1978 Number of subscribers: Services more than 3,500 alarm dealers nationwide, with 1 million monitored wholesale accounts for independent alarm dealers. sharing centers are strategically located in order to provide fast, efficient and professional monitoring, even under the worst conditions. Operating multiple centers in geo-diverse locations gives COPS’ dealers backup in the event of unlikely equipment failures. It also decreases the probability that local conditions (such as blizzards, hurricanes and floods) could affect more than one of its central stations at a time. In addition to its three redundant mainframes that monitor its dealers’ accounts in its New Jersey headquarters, COPS has two more redundant mainframes in one of the world’s largest and most reliable data centers (the SuperNAP) in Las Vegas. As inclement weather systems continue to plague the United States, the strength of COPS’ backup system should not be overlooked. Because downtime in the industry can be catastrophic, its disaster plan goes beyond recovery. The company strives to meet its clients’ needs before disaster strikes. COPS designed its multi-site redundancy plan when it opened its second location in 2004. If local disasters or inclement weather keep dispatchers from arriving at their posts, the networked central stations can pick up the workload through active load-sharing capabilities. COPS utilizes several IP/telephone carriers, telecom facilities, and diverse routes (both under and above ground fed by different telephone carriers) to its facilities. Its geo-diverse central stations allow it to redirect signal traffic to another location to overcome any local outages impacting a facility.The company can do this for IP and telephone traffic, a receive outage, a telephone-switch failure, a network (See Excellence Awards, page 20)
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Excellence Awards from page 18
failure, or a major automation system failure. “We believe our network of hotredundant and 24/7 active load-sharing central stations and additional offsite servers certainly set us apart,” says Jim McMullen, COPS president and COO. “We work together to help ensure the highest levels of reliability and help reduce the impact of regional issues like severe storms. However, even though we’re a large company, our unique organizational structure and regional central station approach has permitted us to retain a personable ‘hometown’ level of professional service.” The disaster recovery plan is reviewed monthly and continues to evolve as business needs shift and change. COPS senior staff takes the education of its dealers very seriously by offering video training, and bi-annual seminars at each of its six locations to teach them about new equipment, changing regulations, software enhancements, and other issues. The COPS dispatchers are screened and trained to respond swiftly and effectively in the face of an emergency. “We believe that the rubber meets the road at two in the morning, when an end user subscriber’s alarm is activated,” the company shares. To find the right fit, applicants are screened with a proprietary personality profile and, once hired, receive 120 hours of off-line training, followed by hours of tandem training with an experienced dispatcher. According to the company, it takes a minimum of 18 months (and five levels of training) on the job to achieve what is called a “level-six expert” status. “We believe that qualifying someone as the ‘right person’ to be a successful dispatcher is determined by more than education, experience and attitude; our dispatchers must have the perfect blend of professionalism, personality attributes, ability and a sense of duty,” McMullen adds. The company has built its reputation on its satisfied clients. One of its slogans
is, “Your foundation to growth,” which means that its focus is to make dealers more successful. “COPS will stay the course and continue striving to be the industry leader by providing the highest quality alarm monitoring services through caring professionals supported by the leading edge of technology,” says McMullen. “We will also continue to be a ‘foundation for growth,’ which means that we make it a core focus to help our dealers be more successful.”
Newhook’s management style and approach to training is fluid; he prefers to take a one-on-one approach when necessary. Newhook is responsible for the initial first week of training, orientation and oversight of any and all aspects of an employee’s development. His attention to detail and intimate knowledge of central stations makes him the perfect advisor for new employees. He is generous with his time and talent.
Central Station Manager of the Year Chris Newhook’s straightforward supervising style ensures his staff has everything they need to get the job done.
“Chris Newhook is dedicated, hardworking, loyal and supportive — and he has brought so much to the central station since he started at American Alarm,” Maria Moretti, American Alarm & Communications’ command center manager, says. “Chris will take on any task or project given. He has developed the brightest, strongest central station staff we have ever seen.”
The Central Station Manager of the Year Award went to Chris Newhook, with 20 years of experience in the alarm industry. Chris Newhook Newhook joined American Alarm & Communications Inc. in 2009. He started as an assistant manager of the central station and was promoted to manager
Central Station Manager of the Year Name: Chris Newhook Company: American Alarm & Communications Inc., Arlington, MA Title: Manager Central Station Tenure at company: 5 years in 2012. His experience helps him manage his immediate staff of 17 operators, including three central station supervisors. He also co-owns along with the company’s technical support manager, Keith Hunt, much of American Alarm & Communications’ telecommunications both as it relates to receiver traffic as well as most of the company’s day-to-day telephone needs. He holds CSAA Level 1 and Level 2 Advanced certification, is ESNT certified, and has successfully completed a host of management courses over the years.
Co-workers say Newhook leads by his belief in establishing and driving the developmental path for his team. He has created several protocols during his time at American Alarm for training; these include video aids, and an audiovisual presentation for new hires and employees to help them better understand the facilities. “We’ve been working a long time to establish a strong and consistent team. You can’t manage what you can’t measure and our commitment to key metrics, knowledgebase development in conjunction with a continual emphasis on training and testing and relentless quality control allows us to set expectations for our operators and exceed the expectations of our customers,” Newhook says. “Response from our central station operators through our employee feedback analysis truly supports this measurable approach. Our people love the work.” Central Station Operator of the Year Tracey Crews is a natural leader with multitasking skills and unrivaled, contagious enthusiasm for her job.
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Central Station Operator of the Year Name: Tracey Crews Company: Cooperative Response Center, Austin, Minn. Title: Central Station Lead Operator Tenure at company: 14.5 years Tracey Crews, central station lead operator at the Austin Center, Cooperative Response Center (CRC) was named Central Station Operator of the Year. CRC is a nationwide, cooperatively owned and operated, 24/7 call center and central station founded in 1992, with offices in Austin, MN, Dunlap, TN., and Abilene, TX. It represents more than 32 members and associate members in 41 states, totaling 4.9 million customers. During her 14 years with CRC, Crews has climbed through the ranks, beginning with working at the call center for seven years, then as a central station operator, and Tracey Crews in her current position of central station lead operator. During this time, Crews became known for her leadership abilities and for tackling the toughest tasks and most difficult customers with a smile. She has been a proactive learner of anything related to the automation system and alarm processing, and she shares everything she learns. Generous to a fault, coworkers of Crews say her enthusiasm for her job is “contagious.” Because of her high-quality work, Crews was promoted to lead operator in 2012. She is responsible for managing the floor, where she monitors other operators with kindness, always offering words of support, guidance, and assistance when needed. In addition, she does the final proofing of data entry to ensure nothing is amiss, as well as verifies authorities, audits billings, runs reports, and other tasks. “Tracey is no ordinary operator,” says Chris Holt, CRC president and CEO. “She is the
complete package when it comes to working in a central station. She is one of the few people that can multi-task several alarms, stay calm in times of crisis, all while maintaining a positive attitude to our customers and her co-workers. These are not skills that can be taught.” In December 2013, Crews was selected as CRC’s Employee of the Month due to her special leadership abilities and the impact she makes on her coworkers. She is SIA certified, plus holds CSAA Level 1 and Level 2 certification. “Tracey consistently makes a positive impact on her co-workers each and every day,” Randy Ambrus, CRC’s central station manager, says. This was the second time Crews received the Employee of the Month recognition. In August 2013, she was recognized due in part to a fellow central station co-worker, who noted that a caller wanted to thank her for help during an emergency. The woman was one of CRC’s 9,000 two-way PERS customers, who was having trouble breathing when Crews intercepted the call. Her quick yet calm actions ensured that the outcome for the client was positive. In fact, the caller said she believed she would have died if it hadn’t been for Crews assistance. Crews said humbly that she just did her job. “When you are an operator, the best thing you can do is be calm, and let everyone know it’s going to be alright.” Central Station Support Person of the Year Mark Simpson’s initiative and selfstarting personality has led him to success. Simpson’s career at RFI Communications & Security Systems began 27 years ago, when he was working as a night shift operator trainee, and attending college during the day. His interest in how to service alarm panels and system installations, as well as in other technologies, coupled with what his employer describes as his high intelligence and thirst for knowledge, helped Simpson
secure a managerial position in less than a decade. For the past 21 years, Simpson has held the position of manager Central Station Services. He is CSAA’s Central Station Support Person of Mark Simpson the Year for 2014. His love of learning was apparent from the start. He used to read alarm panel user guides during his downtime to provide better support to RFI’s customers, and once armed with this knowledge began to study the documentation manuals for the receivers. His quest for knowledge helped him improve the way that RFI processed alarms to increase efficiency. His strengths and keen
Central Station Support Person of the Year Name: Mark Simpson Company: RFI Communications & Security Systems, San Jose, Calif. Title: Manager Central Station Services Tenure at company: 27 years interest in technology are essential to keeping the company moving forward, report co-workers. Over the years, Simpson remained steadfast in his dedication to his profession and industry. Last year he was voted president of the Silicon Valley Alarm Association, and has helped revive the association. Simpson has never strayed from his love for learning and improving his skill set. He recently went back to school to obtain an IT certificate. He continues to be proactive in his approach to learning about new technology in the industry. Simpson has earned the following certifications: SIA Certified Trainer; Oregon Certified/Licensed Instructor; ExacqVision Certified Technician; GE Access Control Certification; and CSAA Levels 1 and 2. (See Excellence Awards, page 24)
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By ESX and CSAA Staff
ESX 2014 saw the Music City Center in Nashville, TN hosting more than 2,000 professionals from the electronic security industry. Together they shared best practices, attended once-in-a-lifetime speaking sessions and networked with the best in their field. Once again, ESX (co-owned by CSAA and ESA) proved to be exactly the kind of event that electronic security professionals want. “We like the way ESX has different tracks. It works well when we have a large group attending. Each person on our team has a different type of angle and focus.” — Wells Sampson, President, American Alarm & Communications, Inc.
This year attendees could choose from six different tracks, plus four super sessions. Developed through market research and some of the greatest minds in the industry, the tracks included Business Development & Management, Central Station Operations & Technology, Exhibitor Offered Training, Installation and Service Management, RMR and Sales and Marketing. The four Super Sessions were: The Customer Experience, Commercial Market Trends, Residential Market Trends, and Light Commercial Vertical Markets.
The ESX Expo floor is widely considered the best place for industry suppliers to meet with final decision makers. Many exhibitors say they feel that this show — unlike others in the industry — attracts the right people, and is the right size to afford them the time they need to conduct business.
More than 200 companies exhibited at ESX in 2014, and more than 85% said
they are likely to return in Baltimore, MD in 2015. ESX is a different kind of tradeshow, featuring exceptional education, stimulating networking events that connect you with industry leaders and a right-sized expo of more than 200 exhibitors, all focused exclusively on the needs of integration and monitoring companies. Mark your calendar now for ESX 2015 – June 2226 in Baltimore!
CSAA staff and leadership welcome visitors to the CSAA booth in the expo hall. Photo by AcePhotography, 2014.
This year’s post-event survey showed that 94% of attendees found the ESX seminars to be excellent, very good or good. Excellence Awards from page 22
On the job, he handles MASterMind Automation Support; alarm receiver support; video services implementation and support; and in-house and remote hosted access control and video management. Plus, he handles all central station technical support issues. Simpson is described by his fellow colleagues as “kind, calm and patient, with a wonderful sense of humor,”— all important qualities when working in the life safety industry and
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Visit www. csaaintl.org for photos of the awards ceremony and details about the 2014 CSAA Excellence Awards finalists. supporting a hectic central station. As manager he wears many hats; he works closely with sales, installers and service teams and accompanies them to client sites. “I can honestly say our
central station would not be what it is today without the vital input Mark has provided for the past 27 years,” says Brad Wilson, RFI president and COO.
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Regulatory Update
Wireless Report By John Prendergast
Update Regarding GlobalStar Proposal to Use Part of Wi-Fi Spectrum On May 5, AICC filed comments on Globalstar’s proposal to establish a terrestrial wireless network, using not only its satellite radio spectrum but also part of the unlicensed Wi-Fi spectrum. AICC is concerned that Globalstar’s operations in the 2473-2483.5 MHz portion of the Wi-Fi band could inadvertently hinder public safety response to emergency situations by causing interference to critical alarm signals sent with the assistance of Wi-Fi equipment commonly operating on spectrum immediately adjacent to that band; this could force an unnecessary and extremely burdensome replacement process. Ironically, even as Globalstar seeks to gain access to Wi-Fi spectrum, one of its competitors is seeking to gain access to Globalstar’s satellite spectrum: On July 28, 2014, Globalstar filed an ex parte letter with the FCC, expressing its opposition to “Iridium’s latest effort to appropriate a portion of Globalstar’s MSS spectrum in the Lower Big LEO band, where Globalstar is licensed to operate at 1610-1618.725 MHz.” Globalstar argues that “Iridium seeks the very frequencies that Globalstar’s customers rely upon every day to request life-saving rescues around the world.” 26 | CSAA Dispatch • www.csaaintl.org
Globalstar’s opposition concerns the February 11, 2013 Petition for Rulemaking of Iridium Constellation LLC which was supplemented on May 5, 2014. Iridium argues that its proposal “will serve the public interest in continued access to critical satellite services, which is particularly important in light of Globalstar’s Terrestrial Low Power Service (“TLPS”) proposal, which, as Iridium has explained, would eliminate nearly any obligation for Globalstar to provide Big LEO satellite services and would seem to contemplate nationwide exclusion zones for Globalstar’s two way satellite services.” AICC and affected alarm manufacturers should carefully monitor the docket, and comment if inaccurate or unproven claims are being made; and if a joint effort forms to force more testing or other protections, AICC should consider joining.
FirstNet Update FirstNet-like support needed for NG911? Urgent Communications reports that, although Next Generation 911 ( “NG911”) and FirstNet are perceived as complementary initiatives within the public-safety community, federal-funding support for FirstNet dwarfs the funding for NG911—a situation that needs to change, according to panelists at the 2014 Association of Public-Safety Communications Officials (APCO) annual meeting. Jay English, director of communications center and 911 services with APCO, stated: “Basically, all of the massive amounts of voice data and video, multimedia emergency-services information coming in from the public will come into the PSAP and—via those same kinds of IP pipes—go out over FirstNet to first responders,” English said during an APCO session on the subject this week. . . . Proper integration of next-generation 911
services for those callers to the nerve centers that are the PSAPs to the responders that will handle the emergency, that is scalable and truly interoperable, is the future that we all want and it’s the reason that FirstNet exists.” In the 2012 Spectrum Act, Congress allocated only $115 million to the development of NG911. “FirstNet did not pass the law that created FirstNet, and Congress did not shove the FirstNet law down public safety’s throat,” Jeff Johnson, FirstNet board member, said during the session. “The First Responders Network Authority [FirstNet] was created by Congress and signed by President Obama at the demand of public safety speaking with one voice. . . . It’s going to take that coalition again, and it’s going to take police, fire, EMS and a broader coalition to solve it. And I will to tell you, having lived through that, that one of the first things we had to do was get in a room and just absolutely bloody each other with disagreement as we put aside our differences of opinion, which always stood in the way of us solving problems.” FirstNet is reportedly in the process of hiring a 911 subject matter expert. AICC has raised concerns that NG911 rules not authorize unscreened automated signals that may overwhelm PSAPs, thereby slowing emergency response to legitimate alarms. Adequate funding for public safety to implement NG911 would presumably help PSAPs to handle the increase in volume and complexity of emergency calls/alarms, which is a positive. However, unscreened alarm signals will not benefit anyone, and should be opposed when the FCC reaches the next phase of NG911 implementation.
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FirstNet Starts to Materialize, but Not Without Bumps in the Road On June 6, Adams County, Colorado launched its public-safety LTE network—the first system deployed with the blessing of FirstNet. Adams County’s LTE system gives FirstNet a welcomed victory in its effort to get the nationwide public safety broadband network off the ground. For the alarm industry, this is a positive indication that FirstNet is moving toward becoming a reality – and that the alarm industry should proceed apace with efforts to establish a mutually beneficial relationship with FirstNet before any concrete has dried. FirstNet then joined public safety communications officials from across Maryland to hold the first in a series of meetings with all 56 states and territories working together to build a nationwide public safety broadband network. The state consultation meetings aim to increase FirstNet’s understanding of the states’ unique needs as they move forward together on a state plan. The Middle Class Tax Relief and Job Creation Act of 2012 requires that FirstNet consult with regional, state, and local jurisdictions on, among other things, developing requests for proposals. Maryland was one of the first states to respond to the call to hold a state plan consultation meeting. However, the road has not been completely smooth: FirstNet announced in late 2013 that it was unable to reach a spectrum lease agreement with the city of Charlotte and Mecklenburg County, North Carolina, and negotiations had ended. In May of 2012, NTIA suspended stimulus funds for cellular equipment in the seven jurisdictions that deploy public-safety broadband networks, including Charlotte. This was purportedly done to
ensure development within these jurisdictions would be consistent with the FirstNet national network design. A prerequisite for having funding restored was the completion of a spectrum management lease agreement with FirstNet. However, when negotiations with FirstNet began, much had changed for cellularrelated equipment, he said. Changes that affected Charlotte’s plan included: • State building codes had increased standards for communications tower construction and modification, which significantly increased the project cost. • Commercial cellular providers decreased rates for services, which greatly changed the sustainability of the city’s business model. • Officials had a better understanding of the costs of required network devices, which can be 150 percent more than commercially available devices. Two other jurisdictions — the state of Mississippi and Motorola Solutions for the Bay Area in California — have not yet been able to reach agreements with FirstNet. As potential private sector users of FirstNet, the alarm industry should carefully monitor the obstacles faced by state and local jurisdictions like Charlotte, to see if the lessons learned can mold the alarm industry’s approach to this relationship.
FCC Proposes to Allocate 150 MHz of Spectrum to “Citizens Broadband Radio Service” The FCC has issued its proposal to provide more spectrum for general consumer use, carriergrade small cell deployments, fixed wireless broadband services, and other innovative uses, through the creation of a new Citizens
Broadband Radio Service. The Commission is proposing rules for the Citizens Broadband Radio Service in a Further Notice of Proposed Rulemaking (FNPRM) (FCC 14-49) that advances the Commission’s efforts to meet the growing demand for spectrum by proposing to make 150 megahertz available between 3550 MHz and 3650 MHz. The formal public comment window closes August 15. On August 4, 2014, the Consumer Electronics Association (“CEA”) submitted a report, “Unlicensed Spectrum and the American Economy”, which examines the economic impact of unlicensed spectrum using unlicensed devices’ incremental retail sales value. CEA estimates that unlicensed spectrum generates $62 billion per year in incremental retail sales value (“IRSV”) based on this comprehensive review; and that growth of devices that rely on unlicensed spectrum is extremely strong. Over the period 20112016, the IRSV contributed by Bluetooth, NFC, 802.15.4, and RFID technologies has a cumulative annual growth rate of about 30 percent. Thus, CEA supports the availability of more unlicensed spectrum. Users of the 3.65 MHz band, which could be impacted by the FCC’s proposal, expressed concern that the Commission not change the rules of use for their portion of the band, since substantial investments have been made on the basis of the current rules. This is of obvious interest to alarm service providers and device manufacturers, who should promptly determine how they may best take advantage of the proposed technology and determine if any tweaks to the FCC proposal are advisable.
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OSHA Issues Updated Enforcement Guidance Re Tower Climbers On July 17, the Occupational Safety and Health Administration
(OSHA) released a “directive” providing general enforcement guidance and procedures for hoisting employees and materials up and down a communications tower. “This directive ensures that communication tower workers are protected regardless of the type of the work they are doing on communication towers. Employers and cell tower owners and operators must make sure workers are properly trained and protected,” said Assistant Secretary Dr. David Michaels. “This directive replaces CPL 02-01-36, dated March 26, 2002. The previous directive provided compliance guidance for hoisting personnel to or from their workstations during new tower erection only. This directive covers all hoisting of personnel to or from workstations on communication towers,” the Directive explains. Hoists are used instead of conventional ladders when a worker is going to be climbing the tower repeatedly, and/or transporting materials up the tower. Before allowing an employee to perform any job related to hoisting employees aloft for tower work, the employer must ensure that the employee receives effective training on the fall protection equipment used and how to safely access and depart from communication towers. A number of other restrictions are imposed, including but not limited to: • Use of an anti-two block device on all hoists, except where it can be demonstrated that the ambient radiation frequency (RF) precludes that use. • When hoisting personnel (versus material), de-rate the hoist’s specified rated capacity by a factor of 2 (reduced by half ).
• Provide all employees with, and require employees to use, the proper personal protective equipment (including fall protection equipment). • Inspect the protective equipment before each lift. • Conduct and document a trial lift of the Maximum Intended Load from ground level to the location to which personnel are to be hoisted. Alarm companies that allow employees to climb towers by hoist must follow the new directive, and should contact OSHA counsel with any questions. Companies allowing contractors to access their tower by hoist may want to ensure that the contractor is aware of and agrees to abide by this and other applicable rules and directives. The OSHA directive can be found at: https:// www.osha.gov/OshDoc/Directive_ pdf/CPL_02-01-056.pdf
FAA Proposal to Reduce Building Heights Could Have Adverse Consequences for Tower Owners Various news outlets are reporting that the Federal Aviation Administration has issued a proposal to limit the height of buildings and other man-made structures (such as towers) near airports. Purportedly, the basis for the proposal is safety and the FAA’s desire to ensure that aircraft can land safely at airports following the loss of an engine during takeoff. Because the airplane would have less power on a single engine, the FAA is proposing to (a) lower the glide-slope into the airport and (b) extend its length so that the distance is further from the end of the runway. It is this glideslope that determines the overall height of buildings and antenna towers and, if permitted, whether
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obstruction marking and lighting will be required. As a result, it is expected that the FAA could limit the height of antenna towers at locations near airports. What is not known is how this would impact existing structures – especially where the owner proposes improvements or lighting changes.
FCC Declines to Mandate “Spectrum Etiquette” in Unlicensed Bands The FCC has terminated a proceeding, begun in 2003 (ET Docket No. 03-201), that looked toward, among other things, establishing a “spectrum etiquette” in the unlicensed 900 MHz band, in order to improve sharing of this spectrum among the multitude of users. In 2004, the FCC addressed other aspects of its earlier proposal but declined to adopt a spectrum etiquette, based on considerable opposition. The FCC subsequently proposed a spectrum etiquette for the 902-928 MHz band with features that included listening-beforetalking and a transmission duty cycle. Citing wide disagreement among commenting parties, the FCC, in an order released June 10, dismissed the spectrum etiquette proposal, stating that it failed to see the need for it. The FCC also observed that since 2007, the Commission has approved more than 2,500 unlicensed devices operating in the 902-928 MHz band, thereby indicating that the band continues to be heavily used under the existing rules for unlicensed operation. The Commission also appeared concerned that adoption of spectrum etiquette would impede design flexibility and innovation of a wide variety of devices that the current rules enable. Several alarm radio devices operate in the 900 MHz unlicensed band.
FCC Enforcement Activities FCC Affirms $1,000,000 Junk Fax Fine Between 2010 and 2012, the FCC issued three fines to Patrick Keane for sending unsolicited faxes. These unsolicited faxes, which numbered at least 100, advertised laminated maps. In each case, Mr. Keane was given 30 days to either pay the proposed fine or file a written statement as to why the fine should be reduced or cancelled. In each case, Mr. Keane did not pay the fine or respond to the Notices of Apparent Liability. As a result, the FCC issued a forfeiture order demanding payment of a $1,000,000 fine. It is extremely important that entities regulated by the FCC that receive an inquiry or violation notice respond within the allotted time or they may face dire financial consequences. Alarm companies using faxes as a means of advertising services or for other purposes must be careful to comply with applicable restrictions on unsolicited faxes.
FCC Proposes Record $34.9 Million Fine for the Sale and Marketing of Illegal Signal Jammers The FCC has issued a Notice of Apparent Liability for Forfeiture of $34.9 million against a Chinese electronics manufacturer and retailer for allegedly marketing 285 different models of signal jamming devices to US con-sumers over a two year period. The use of signal jamming equipment is illegal in the United States and dangerous, since it can block emergency cellular calls to 911 services as well as public safety communications. AICC has supported the FCC’s ban on cell jammers, since they can block alarm signals from cellular-based alarm radios as well. It is important to note that all companies, whether located in the United States or overseas, are
subject to the FCC’s equipment rules for any equipment that is marketed or sold in the United States -- including the prohibition against the marketing and sale of signal jamming equipment. In this case, the offending company operates an Internet website that markets consumer electronics to consumers in the United States. Alarm companies may report the sale or use of an illegal signal jammer by contacting the FCC’s Enforcement Bureau at 1-888-2255322.
Wireline Report By Mary J. Sisak and Ben Dickens
AICC Comments on Verizon Network Change Notification to Retire Copper Facilities On May 20, 2014, AICC filed comments on the network change notifications filed by Verizon New York, Inc. and Verizon Virginia LLC to retire copper in the Belle Harbor New York wire center and Ocean View Virginia wire center, respectively, and “to serve all customers over a fiber infrastructure.” AICC argued that the Commission’s network change notification process is not sufficient in this circumstance to provide residential consumers and businesses with information they need to manage their communication services. In addition, AICC argued that the type of changes proposed by Verizon should be subject to the Commission’s Section 214 process because the proposed changes will result in a reduction or impairment of service and they will impair the adequacy or quality of service to customers in the affected areas. (See REGULATORY UPDATE, page 30)
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In response to AICC’s comments, Verizon stated that customers in the affected wire centers “will continue to receive the same traditional POTS service over fiber on the same terms and conditions and at the same or better price as they received over copper. There is no change in the underlying features and functionalities in their service: voice mail, collect calling, and other features will continue to work just as they did over copper; customers will continue to be able to use fax machines, medical monitoring devices, and home alarms; . . . There will be no change to customers’ ability to call 911: public safety answering points will receive the same E911 information as before.” [Emphasis added]
Verizon also stated that its “fiber optic network meets all of the criteria to be certified as equivalent to the legacy public switched telephone network with respect to its ability to transmit fire alarm signals from protected premises to an approved central station; that certification was accepted by the New York City Fire Department.” Further, Verizon stated that alarms will work properly with fiber facilities, including the line seizure function and that Verizon’s “technicians are trained to install fiber facilities so as to properly permit the line seizure function, and
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indeed, millions of customers across the country use alarm systems with fiber-based systems that have this functionality.” Finally, Verizon stated that itwill make available a battery back-up for voice services “that uses standard D Cell batteries that are more readily available and replaceable, and provides substantially longer back-up power, than the 12-volt sealed lead acid batteries that we used with most fiber installations.”
of equipment used by consumers, including alarm services and medical monitoring services, will continue to work over its fiber facilities. Verizon also acknowledged that customers on Verizon’s fiber network will no longer be able to receive service during a power outage without battery backup power, but reiterated its claim that it is rolling out a new battery backup option that uses standard D Cell batteries.
AICC addressed Verizon’s most recent arguments in AICC’s response to a second notice of shortterm network change, this time indicating Verizon would be retiring copper in Lynnfield, Massachusetts; Farmingdale, New Jersey; and Hummelstown, Pennsylvania. There, AICC stated that consumers should be given actual notice of the necessity for backup power when copper facilities are replaced with fiber, and should be advised of the parameters of the backup power provided by Verizon, if any, before their copper facilities are retired. For example, AICC contended that a primary cell battery, as opposed to a rechargeable battery, is not a sufficient source of backup power for customers because a primary cell battery will be depleted during a power outage and must be replaced immediately or else the customer will lose power. AICC also continued to urge the FCC to require Verizon to proceed under Section 214 to get permission for its proposed network changes.
AICC addressed these arguments in its comments on a third notice of short-term network change filed by Verizon, this time for the Orchard Park, New York wire center. Specifically, AICC noted that Verizon provided no information on any testing it has done to support its claim that alarm services will work over fiber, nor made any assurance that it will not make future software changes that will compromise this ability. AICC also indicated to the FCC that the alarm industry stopped using primary cell batteries (like D Cell batteries) by the early 1970’s because of their unreliability, and advised the Commission of the current industry standard (to install rechargeable and monitored backup batteries, where battery supervision signals are sent to the alarm monitoring station to ensure continued reliability). AICC is currently in the process of preparing comments on a fourth notice of short-term network change filed by Verizon, to retire copper in Midlothian, Virginia. John Prendergast, Sal Taillefer, Benjamin H. Dickens, Jr. and Mary J. Sisak are attorneys with the law firm of Blooston, Mordkofsky, Dickens, Duffy& Prendergast, in Washington, D.C. For more information, please call 202-659-0830 or see www.bloostonlaw.com
In its response, Verizon claimed that many existing services and types
Fall 2014
CSAA Member News
The Central Station Alarm Association (CSAA) International is pleased to bring you the following news from CSAA members. Please send your news items and announcements to CSAA’s Marketing and Communications Department at: communications@csaaintl.org.
ALTRONIX Altronix announces that JR Andrews has joined the organization in the position of National Sales Executive. Andrews is a 20-year security industry veteran with an extensive background in sales and distribution. Prior to joining Altronix, Andrews spent 17 years with PMA Marketing Inc., an independent sales rep firm, as a managing partner. He also has several years of experience in the distribution channel. Andrews attended Eastern Michigan University and is a member of the Cleveland Chapter of ASIS International and the Electronic Security Association (ESA) Ohio. JR Andrews
BOSCH Brian Wiser has been named president of sales – North America for Bosch Security Systems, Inc. In this position, he will lead the sales, support, training, customer service and marketing organizations in North America. Joining Bosch in August, Wiser will replace Jeremy Hockham, who will take on a new assignment for Bosch Brian Wiser in Europe, effective October 1, 2014. In the interim, Wiser, Hockham and the Bosch management team will work together to ensure a smooth transition for customers. Wiser joins Bosch with more than 25 years of channel sales and marketing experience. He most recently served as a senior vice president for specialty, direct and consumer markets in North America for technology distributor Ingram Micro Inc. Throughout his career, he has repeatedly delivered accelerated growth and increased profitability for the divisions under his leadership. Wiser earned a bachelor’s degree in business administration and management from the State University of New York College at Oswego.
DMC Security Mary Jensby joined the team at DMC Security Services, a UL and Five Diamond Central Station in the greater Chicago area, as Call Center Manager. Jensby is formerly Central Station and Data Entry Director for Monitronics, Dallas, TX and Central Station Director for RFI Communications & Security Systems of San Jose, CA. At
DMC, Jensby’s responsibilities include the daily managing and operations of the central station and employees, training, and initiating and enhancing the dealer program for the company. Jensby, a well-known contributor to the alarm industry, will continue her work with the Central Station Alarm Association, where she currently serves on the Membership Committee and the ASAP Outreach Committee.
DMP Digital Monitoring Products (DMP) has named Cyndie Montoya to the position of Dealer Development Manager in the company’s Northern California Region. She will be responsible for developing new sales and providing ongoing service to DMP-authorized dealers in her region, Cyndie Montoya helping them to grow their businesses. Before coming to DMP, Montoya was a Territory Sales Manager for a global manufacturer of electronic security products. In that role, she grew sales in her territory by over 33%. Prior to that position, she was an independent sales representative, providing service and solutions to dealers and building the customer base for each manufacturer represented. She has a Master’s Degree in human behavior and a Bachelor of Science Degree in organizational behavior. She has been professionally recognized for exceptional sales growth, outstanding values, and customer service skills. DMP has named Trevor Block to the position of Dealer Development Manager for the North East region. He will be responsible for developing new sales and providing ongoing service to DMP-authorized dealers in Pennsylvania, Western New York, Southern New Jersey, and Delaware. Trevor Block Before joining DMP, Block was Guardian Protection Services’ Vice President of Field Operations where he was responsible all aspects of field delivery: profitability, internal manpower, subcontractors, vehicles, facilities, inventory, and licensing. Before that, he was with ADT Security Services where, as a General Manager, he managed sales teams and directed installation and service technicians, providing the tools and training necessary for their personal advancement while growing dealer RMR.
(See CSAA Member News, page 32) Fall 2014
CSAA Dispatch • www.csaaintl.org | 31
Member News from page 31
Block graduated magna cum laude from Siena Heights College (Adrian, MI) with a Bachelor of Applied Science in electronics engineering. He serves as the Vice Chair of the Installation and Service Professionals Group - Electronic Security Association (ESA). Rick Love is the new Dealer Development Manager in DMP’s MidSouth Region. He will be responsible for developing new sales, growing existing businesses, and providing ongoing service to DMP-authorized dealers in Alabama, Kentucky, and Tennessee, helping them to grow their businesses. Prior to joining DMP, Love was a Sales Manager for Prestige Alarm & Specialty Products, based in Birmingham, Ala., where he managed all projects and day-to-day sales activities. Prior to that, he was a District Sales Manager at Procter & Gamble. There he managed the organization’s South Region, performed full sales-cycle duties, and managed his staff of field representatives. He holds a Bachelor of Business Administration degree from Auburn University in Alabama. Rick Love
David Berman has been promoted to DMP Dealer Development Manager in Northwest Region. He will be responsible for developing new sales and providing ongoing service to DMP authorized dealers in Idaho, Montana, Oregon, Washington, Wyoming, Alaska and Western Canada. Berman joined DMP in 2010, serving first as the Regional Training Manager in the Texas and Southeast Regions, and later in the Northern California and Northwest regions. In his training manager role, David earned both a Silver and Gold Circle of Excellence award, recognizing the superior level of service provided to members of the DMP authorized dealer network. Before joining DMP, he was Owner and General Manager of Berman Communications, Inc., specializing in home security and other low-voltage systems. He holds multiple technical licenses. David Berman
MICRO KEY Micro Key Solutions announced that Joe Maglio has joined the Micro Key Team as the new Technical Support Manager. He brings over fifteen years of help desk management experience with a specialization in call escalation and Joe Maglio service level agreement management. He is experienced in blending, planning, organizing and management of both U.S. and International help desk and call center IT operations. “My past 15 years in the IT Tech 32 | CSAA Dispatch • www.csaaintl.org
Support field leading teams and servicing clients of many different sized and industries, will allow me to come in and quickly evaluate and execute the Micro Key Call Center to the top of its capability, while providing Micro Key clients with world class speedy solutions to all of their problems,” he says. Annmarie Ehrler, current Technical Support Manager, has been promoted to the position of Implementation Specialist. In her new role, she will accommodate Micro Key’s new customers and also to accommodate the growing requests from existing customers to take advantage of their informative on-site Tune-up training Annmarie Ehrler services. She will also play a key role in the course development and facilitation of the on-line classes for the company’s popular training platform, Micro Key University.
MONITRONICS Monitronics International, Inc. has recently been the recipient of numerous awards. Global market research firm Frost & Sullivan once again recognized Monitronics for its leadership, growth and innovation in the home security industry with the 2013 North American Customer Value Leadership Award in Residential Security Services. The award is presented each year to a company that demonstrates excellence in implementing strategies that proactively create value for its customers. “The Customer Value Leadership Award recognizes Monitronics for enhancing the value that its customers receive, beyond simply good customer service,” said Aravind Seshagiri, industry manager from Frost & Sullivan. “By understanding its customers’ needs, closely collaborating with the best brands in the home security industry and improving on existing processes, Monitronics has truly augmented customer experience and value.” The Monitronics Dealer Program won three 2014 Hermes Creative Awards for effective marketing communications directed towards active and prospective Monitronics dealers. Monitronics received a Platinum Hermes Award for The Monitor, its quarterly magazine to active dealers. Its 2013 ISC West tradeshow exhibit and campaign won Platinum and Gold Hermes Awards, respectively. Hermes Creative Awards is an international competition for creative professionals involved in the concept, writing and design of traditional and emerging media. The Association of Marketing and Communication Professionals’ (AMCP) judges received about 5,500 total entries from the U.S. and several other countries. For the third consecutive year, Monitronics is the recipient of the Consumers’ Choice Award®for excellence (See CSAA Member News, page 33) Fall 2014
Member News from page 32
in business and customer service among Dallas-Fort Worth headquartered alarm system companies. Through a comprehensive and objective survey of consumers conducted by Survey Sampling International®, Monitronics is recognized in the categories of Home Alarm Security Systems and Business Security Alarm Systems. The Security Industry Alarm Coalition (SIAC) awarded the 2013 Police Dispatch Quality (PDQ) Award to Monitronics. The PDQ award is given to the company that promotes best practices working with law enforcement to reduce the number of unnecessary dispatches to alarm customers. The award was presented at the Icebreaker Luncheon at ESX in Nashville on June 24. Monitronics’ Customer Experience Department won a Bronze American Business Award for Support Department of the Year. The prestigious award honors and generates public recognition for the achievements and positive contributions the participating organizations provide worldwide. Competing with a record 3,300 award nominations and organizations ranging from virtually every size and every industry, Monitronics was selected for award placement by nine specialized judging committees involving more than 280 executives.
PER MAR Brian Duffy recently accepted the position of Vice President and Managing Director of Electronic Security for Per Mar Security Services. Duffy started his career in 2009 with Capital One Financial in Richmond, VA. He began his full-time career with Per Mar as a General Manager in the
Cedar Rapids market in July of 2012, and then increased his responsibility in July of 2013 leading the sales efforts in both the Quad Cities and Cedar Rapids branch offices. Duffy is an active member of numerous Security associations locally and nationally. He is also active in organizations in the Cedar Rapids and Quad Cities areas, including the Rotary Brian Duffy Club and the Notre Dame Club of the Quad Cities. He graduated from University of Notre Dame with a Bachelor of Arts in Economics.
TRI-ED TRI-ED has created four new Regional Manager positions and is pleased to announce the promotion of four staff members to these new areas of responsibility. • Amanda Hoskins, Regional Manager, Seattle, WA and Portland, OR • Mark Migliaccio, Regional Manager, Boston, MA and Milford, CT • Dan Cummings, Regional Manager, Charlotte & Raleigh, NC and Virginia Beach, VA • Todd Stephan, Regional Manager, Pittsburgh, PA, Cincinnati, OH, Buffalo, NY and Detroit, MI “On behalf of everyone at TRI-ED, I extend my congratulations to Amanda, Mark, Dan and Todd and wish them much success in their new roles,” says Mark Ingram, TRI-ED’s Vice President of U.S. Sales. Please send press releases and announcements for consideration to communications@csaaintl.org
What Is Key to Your Business Success? A well-trained work force, including your customer service staff. Telephone Doctor can provide your staff with the tools they need to handle all your customers. Through an agreement with CSAA, Telephone Doctor offers CSAA members a special discount on DVD, online or live customer service training. Recently introduced is the series “What To Say When™”, featuring 30 short modules which cover a variety of interpersonal relationship challenges that occur in the workplace. Perfect for communication training, team building and office etiquette. Each 4-5 minute installment offers actionable ideas which viewers will immediately implement to improve communication within the organization.
Fall 2014
Sample Topics Include: What to Say When . . . • Someone Resists Change • A Co-Worker is Negative • You’re Asked to Compromise Your Ethics • Someone Breaks a Commitment • People Are Wasting Time Online • Generations Clash For more information, visit www. telephonedoctor.com/dvdtraining/what-to-say-when-series/. Be sure to identify yourself as a CSAA member to receive the special pricing offer. Services Now Available to Members in Canada
CSAA Dispatch • www.csaaintl.org | 33
Central Station Operator Level 1 Training Graduates (June 2014 – August 2014)
The Central Station Alarm Association (CSAA) is pleased to present its list of graduates from the Central Station Operator Level 1 Online Training. These operators have fulfilled all of the requirements to pass Level 1. First Name
David Payne Latosha Reyna Kylie Steve Angela Victor Shaneice Patrick Adrian Wadie Julius Ebow Don Juan Derek Ruben Michelle Dominique Nichele Joshua Nichelle Ayunah Ashley Mame Ken Alyssa Anita Christopher Jonathan Ben Sarah alexandrea Chris Angela Chris Pamela Tashika Vicki Tina Scherrie Alec Michael Colby Matt Alisha Yecsenia Melissa Joey Ashlee Ana Tommaso Kayla Jess Nicholas Keith Chris Amber Andy Amelia Christy Jay Dana
Last Name
Company
Abeyta Life Alert Ackerson Fifth Third Bank Addison Kastle Systems Aguilar Life Alert Alba Life Alert Alcala Life Alert Alcantar Life Alert Alicea Vector EAST Allen Interface Security Systems Alsoszatai-Petheo Life Alert Amerson-Osorez Monitronics International Andrawos National Monitoring Center Aniceto Thrive Intelligence Anumel Affiliated Monitoring Aquino Life Alert Argueta Life Alert Armstrong Life Alert Aviles Life Alert Bailey Vector EAST Baker API Alarm Monitoring, Inc. Barabin Kastle Systems Barker SVI Systems, Inc. Barton California Security Alarms, Inc. Beauford Comporium Security Benson Alarm Detection Systems, Inc. Benson Life Alert Berkopec Guardian Protection Services Bess VRI Bing AT&T Bollweg Life Alert Bolt Fleenor Security Systems Bond Commissionaires Manitoba Boren API Alarm Monitoring, Inc. brigham Ackerman Security Systems Brink VRI Brinker Time Warner Security Brooks Kastle Systems Brooks Life Alert Broussard Kastle Systems Browder Life Alert Brown Buckeye Protective Service, Inc. Brown Monitronics International Brown Life Alert Buzny NATO Byrd Capital One Byron Life Alert Cabana CVS Caremark Cabrera-Hernandez Life Alert Caceres United Central Control Calderon RFI Campbell Vector WEST Canales Monitronics International Carella CVS Caremark Carter VRI Carter VRI Carter Securitas Security Services Casey Vancouver Fire & Security Cassidy ADS Security L.P. Ceja Life Alert Cerritos Life Alert Chaba Life Alert Chades United Central Control Chatman API Alarm Monitoring Inc Childs Affiliated Monitoring
Graduation
7/1/2014 7/17/2014 7/7/2014 7/17/2014 7/31/2014 7/21/2014 7/29/2014 8/1/2014 7/8/2014 8/7/2014 7/6/2014 6/18/2014 7/15/2014 6/25/2014 6/21/2014 7/22/2014 6/25/2014 6/25/2014 7/22/2014 8/6/2014 7/9/2014 6/4/2014 8/6/2014 7/3/2014 7/2/2014 8/10/2014 7/10/2014 6/17/2014 7/27/2014 7/26/2014 7/18/2014 6/10/2014 8/7/2014 7/30/2014 6/17/2014 7/7/2014 8/6/2014 7/25/2014 7/2/2014 7/18/2014 6/13/2014 7/11/2014 7/22/2014 7/3/2014 7/8/2014 6/12/2014 6/5/2014 7/31/2014 7/30/2014 7/28/2014 7/23/2014 7/2/2014 6/5/2014 6/17/2014 7/22/2014 7/31/2014 8/3/2014 7/5/2014 7/30/2014 6/21/2014 7/25/2014 6/10/2014 7/30/2014 7/15/2014
First Name
Last Name
Company
S panish
Graduation
Claudia Chung Life Alert 7/31/2014 Nicole Colon Monitor America 6/18/2014 Colson Time Warner Security 7/3/2014 James Rosendo Manuel Cordido Gesell Seguridad S.A. 41830 Abbie Corrill VRI 6/17/2014 Costello Guardian Protection Services 6/14/2014 Brian Valerie Cox Ackerman Security Systems 7/30/2014 Crowder Life Alert 7/22/2014 Nicole Brian Cuba Life Alert 7/21/2014 Currie Kastle Systems 6/20/2014 Kelly Darling iWatch Communications 7/25/2014 Jeremy Michelle Dasilva CVS Caremark 7/20/2014 Davis Universal Protection Service 6/19/2014 Alan Jaleesa Davis State Farm Central Monitoring 6/1/2014 Davis Capital One 7/24/2014 Brienne Mary Day Fifth Third Bank 6/16/2014 Beth DeHart Loss Prevention Services, Inc. 7/16/2014 DeLeon Interface 7/30/2014 Cirnan Morgan Dieterle Fifth Third Bank 8/6/2014 Gerry Dorion Quinte Kawartha Alarm Systems 6/3/2014 Timila Dotson Time Warner Security 7/6/2014 Dottenwhy API Alarm Monitoring, Inc. 7/25/2014 Nicole Dunbar Security Solutions Inc. 6/13/2014 Taylor Christina Duncan Kastle Systems 7/13/2014 Gerika Duran Safe Systems 6/22/2014 Monica Duran-Urquiza Life Alert 8/1/2014 Lashondra Dyer Ackerman Security Systems 8/6/2014 Eckroth API Alarm Monitoring, Inc. 8/7/2014 Corii Sweenley Eliscar Affiliated Monitoring 7/19/2014 Bianca Enriquez Life Alert 7/27/2014 Steven Estrada Life Alert 7/30/2014 Ki’Shonna Evans Time Warner Security 7/7/2014 Everhart VRI 7/22/2014 Johnny Quantrellus Farmer Kastle Systems 6/3/2014 Dillan Farris VRI 7/22/2014 Branden Fernandez Life Alert 7/23/2014 Julia Finkler Kastle Systems 6/5/2014 Fletcher Wal-Mart Alarm Central 8/8/2014 Colton Carlos Flores Monitronics International 7/9/2014 Minoo Fotouhi Fifth Third Bank 7/17/2014 Raymond Francis Life Alert 7/1/2014 Teshia Freeman Life Alert 6/13/2014 Maranda Froehle Interface Security 8/3/2014 Fulcher Ackerman Security Systems 8/8/2014 Lauren Brenda Gamboa Life Alert 7/27/2014 Octavio Garcia Life Alert 6/12/2014 Daniel Garcia Life Alert 6/17/2014 Briauna Gardenhire Life Alert 8/6/2014 Lisa Garman DMC Security 7/22/2014 Nady Ghobrial Life Alert 6/14/2014 Laura Giannelli Life Alert 7/30/2014 Gabriella Gil Wayne Alarm Systems, Inc. 7/28/2014 Betty Gilmore Kastle Systems 7/28/2014 Ivan Glenz Guardian Protection Services 6/8/2014 Nateysha Gomes Life Alert 7/17/2014 Michell Gomez Interface Security 6/23/2014 Aurora Gomez Life Alert 7/30/2014 Virginia Gomez Life Alert 7/19/2014 Yesenia Gomez Interface Security 8/4/2014 Jeannette Gonzales Life Alert 6/12/2014 Matthew Gonzales Life Alert 7/2/2014 Christina Gradowski VRI 6/17/2014 Robin Graves Per Mar Security Services 8/1/2014 Charles Green Securitas Security Services - Sound Transit 6/21/2014
(See Level I Online Training Grads, page 35) 34 | CSAA Dispatch • www.csaaintl.org
Fall 2014
Level 1 Online Training Grads, from page 34 First Name
Last Name
Kristina Alex Crystalrose Yaneli Genaro Sam Joshua Elise Tiffany Happy Amy Keith Michael Todd David Teara Jordan Michael Matthew Raquel Sha’Shawna Marchesha Joel Mia Lori Miguel Leslie Jasmine Michael Luis Selina Krystle Shanne Jeremy Cory Robert Brittani Arman Edward Holly Oliver Michelle Nola Gwen Becky Keishea Claude Cesar Paul Crystal Angela Melissa Antonio Raychel Walter Shawn Ashley Janet Julian Therese Kristine Thomas Gregory Maria Claudia Fernando Cris Phenecia William Vanessa
Greenfield Alarm Center Inc. Grint Universal Protection Service Guerra Life Alert Guerrero API Alarm Monitoring Inc Gutierrez Jr Life Alert Haddix VRI Hanson Per Mar Security Services Hardy Life Alert Haro Life Alert Hattersley United Central Control Hauptman API Alarm Monitoring, Inc. Hayhurst Life Alert Haynes Kastle Systems Heller VRI Hemphill AT&T Henderson The Monitoring Center Hernandez Life Alert Herrera Life Alert Hofferek Acadian Hopkins Vector WEST Howard Affiliated Monitoring Humphrey Time Warner Security Ibarra United Central Control Iorfido Vector WEST Iorfido Vector WEST Izaguirre Castaneda Life Alert James Kastle Systems - Houston location Jennett Electronix Systems CSA, Inc. Jerviss Matson Alarm Jimenez Life Alert Johnson DMC Security Services, Inc. Johnson CenturyTel Security Systems Jones Monitronics International Jones Life Alert Jurkiewicz Life Alert Karapetyan Life Alert Keely Interface Security Systems Khachikyan Life Alert Kielbon Vector EAST Koenigsaecker Life Alert Labo City Of Toronto Lacourse API Alarm Monitoring, Inc. Lane API Alarm Monitoring, Inc. Laughinghouse Kastle Systems Lemoine Interface Security Systems Lewis Kastle Systems Lewis Ackerman Security Systems Leyva Life Alert Lindgren Custom Communications, Inc. Long Kastle Systems Long VRI Lopez-Vega Life Alert Lozano United Central Control Luckau Peak Alarm Company Lundy Vector EAST Mahmood Affiliated Monitoring Mance VRI Mancilla Life Alert Maney Fifth Third Bank Marcelo Life Alert Marcelo Life Alert Martin Life Alert Martin Life Alert Martinez United Central Control Martinez Life Alert Mata Life Alert Maurera Life Alert Mayeaux Kastle Systems Mays Interface Security Systems Mayton Affiliated Monitoring
Company
Graduation
7/8/2014 8/8/2014 7/24/2014 8/8/2014 7/24/2014 7/22/2014 6/16/2014 7/30/2014 7/27/2014 7/29/2014 8/6/2014 7/18/2014 6/3/2014 6/17/2014 6/22/2014 6/19/2014 7/20/2014 7/25/2014 6/9/2014 6/27/2014 7/20/2014 7/7/2014 7/2/2014 6/27/2014 7/24/2014 7/22/2014 7/25/2014 6/26/2014 7/30/2014 6/18/2014 7/30/2014 6/27/2014 7/6/2014 8/4/2014 6/25/2014 7/27/2014 6/22/2014 8/4/2014 6/4/2014 6/12/2014 6/4/2014 7/24/2014 7/28/2014 6/27/2014 7/8/2014 7/9/2014 8/8/2014 7/28/2014 6/6/2014 7/9/2014 7/22/2014 7/17/2014 7/2/2014 6/20/2014 6/25/2014 7/20/2014 6/17/2014 6/17/2014 8/7/2014 6/24/2014 6/12/2014 7/21/2014 7/25/2014 6/11/2014 6/12/2014 7/28/2014 6/13/2014 7/13/2014 7/8/2014 7/20/2014
First Name
Last Name
Company
Graduation
Kim Mazylewski DMC Security Services, Inc. 7/16/2014 McCoy United Central Control 7/2/2014 Melvin McDonald Time Warner Security 7/3/2014 Amanda Brian McKay United Central Control 7/30/2014 McMenamin Vector EAST 7/21/2014 Timothy Lazarus McRae Sony 7/28/2014 Hugo Medrano Life Alert 6/20/2014 Mejorado Life Alert 6/16/2014 Ruby Maite Mendes Life Alert 7/14/2014 Mendez Life Alert 6/17/2014 Himelda Valerie Mendez United Central Control 7/30/2014 Martin Merryman Whidbey Telecom 6/10/2014 Ronald Miel Life Alert 6/16/2014 Heather Miner Monitronics International 7/10/2014 Mitchell Central Security & Communications 7/3/2014 Bobbie Gerardo Damian Molinari invise 7/26/2014 Dylan Montgomery Fifth Third Bank 6/12/2014 Gwennen Moorhead California Security Alarms, Inc. 8/9/2014 Angelica Morales Life Alert 6/16/2014 Morgan Interface Security Systems 8/5/2014 Phillip Alisa Morrison Life Alert 7/23/2014 Michael Mukes Kastle Systems 8/6/2014 Najera Interface Security 8/2/2014 Lorena Najmah Nash Affiliated Monitoring 6/11/2014 Nolley DGA Security 7/22/2014 Antoine Lena Norman Kastle Systems 6/3/2014 Numa Electronix Systems CSA, Inc. 8/1/2014 Nehemie Ortega Life Alert 7/22/2014 Miguel Nicole Ortiz Affiliated Monitoring 7/16/2014 Jamie Oswalt Vector WEST 7/23/2014 Ibsen Oviedo Security Solutions, Inc. 6/11/2014 Palacios Life Alert 6/18/2014 Jaime Pardue CenturyTel Security Systems 6/9/2014 Ashley Asa Parrish Guardian Protection Services 6/27/2014 Taier-Chad Parsnow Time Warner Security 7/18/2014 Lauren Patterson Ackerman Security Systems 6/12/2014 Cindy Patterson Armstrong’s National Alarm Monitoring 6/27/2014 Peel First Alarm 7/2/2014 Maurice Juliet Perello United Central Control 6/10/2014 Perez Time Warner Security 7/3/2014 Sharon Perez Life Alert 7/24/2014 Ramon Alyse Perez-Rivera Kastle Systems 6/3/2014 James Perpiglia Vector EAST 7/21/2014 Leo Pomier Kastle Systems 6/7/2014 Ponder Electronix Systems CSA, Inc. 7/19/2014 Kelly Ruth Pool Monitronics International 7/6/2014 Vilma Powell Affiliated Monitoring 7/17/2014 Sarah Prager API Alarm Monitoring, Inc. 8/7/2014 Prester Affiliated Monitoring 7/19/2014 Tanya Matthew Provost Armstrong’s National Alarm Monitoring 6/27/2014 Shelia Pulliam Kastle Systems 6/2/2014 Jasmine Rainwater Interface 6/18/2014 Preneeta Ram Vancouver Fire & Security 7/31/2014 Talin Ramirez Life Alert 6/17/2014 Angelica Ramirez Matson Alarm 7/9/2014 Helene Reason Vector EAST 8/5/2014 Leticia Reyes Life Alert 6/13/2014 Christopher Richard Life Alert 6/18/2014 Richardson Monitronics International 7/13/2014 Tara Andrew Richeal Per Mar Security Services 8/10/2014 Angela Roberts Kastle Systems 7/29/2014 Joseph Roberts Thrive Intelligence 7/17/2014 Alissia Robinson Affiliated Monitoring 7/20/2014 Arnold Rojas Guardian Protection Services 6/6/2014 Lourdes Rosas Monitor America 8/7/2014 Melia Rowe Interface Security Systems 7/8/2014 Royall Safe Systems 6/19/2014 Lauren Paul Salazar Time Warner Security 7/7/2014 DeEricka Sanchez Interface Security 6/3/2014 David Sanchez Life Alert 8/5/2014 (See Level I Online Training Grads, page 36)
Fall 2014
CSAA Dispatch • www.csaaintl.org | 35
Central Station Operator Level 2 Training Graduates (June 2014 – August 2014)
The Central Station Alarm Association (CSAA) is pleased to present its list of graduates from the Central Station Operator Level 2 Online Training. These operators have fulfilled all of the requirements to pass Level 2. First Name
Last Name
Company
Graduation
First Name
Ayisha Sean Timothy Austin Aryel Betty Deanne Tammy Grace Brittany Taier-Chad Renee Kyle James Kevin Josephine Angelica Talin Helene Lee Christopher Chris Christopher Lourdes Anne Travis Donna Christopher Mark Josh Daniel Heiler Kimberly Vicky Elizabeth Larry Gaby Maynor John Alice Raymond Jen Pheng Rasha
McCullough McManus McMenamin Miller Montalvo Myers Newbury Osbourne Otaiza Parker Parsnow Pastore Patrick Perpiglia Power Puglia-Robison Ramirez Ramirez Reason Rice Richard Roebuck Rollini Rosas Schreiber Schubert Seamon Segui Slomski Studeny Tice Torres Trainer Truong Ulibarri VanDyke Varela Vega Walters Wambaa Woodfox Wylie-Martin Yang Yazzie
Mutual Central Alarm Systems, Inc. Fifth Third Bank Vector EAST Per Mar Security Services COPS Monitoring - Texas DMC Security Services, Inc. Bay Alarm Alarm Systems Monitoring Alarm Specialist Corp. COPS Monitoring - Florida Time Warner Security Monitor America COPS Monitoring - New Jersey Vector EAST COPS Monitoring - Florida Vector EAST Matson Alarm Life Alert Vector EAST COPS Monitoring - Arizona Life Alert Falcon Security Alarm Specialist Corp. Monitor America DMC Security Services, Inc. Wal-Mart Alarm Central Time Warner Security Alarm Specialist Corp. Wegmans Asset Protection Guardian Protection Services United Monitoring Alarm Specialist Corp. Vector EAST Alarm Specialist Corp. Time Warner Security Security Equipment Inc Alarm Specialist Corp. Life Alert Life Alert Life Alert W Security PasWord Protection Electro Watchman, Inc. COPS Monitoring - Arizona
Company
Graduation
Graduation
First Name
Last Name
Company
Graduation
8/4/2014 7/17/2014 7/29/2014 6/12/2014 6/6/2014 6/7/2014 6/8/2014 7/8/2014 7/21/2014 6/14/2014 8/6/2014 6/25/2014 7/8/2014 7/16/2014 7/22/2014 6/24/2014
Shandy Seung-Chul Kevin Anne Marie Melanie Vanessa Thomas Christopher Cynthia Jessica Samantha Joshua Kimberly Nicole Henry Joseph Frank
Song Bell Canada Sorrells Fifth Third Bank Steinhouse Redwire Strunk Fifth Third Bank Sturdivant Iverify Tardiff Kastle Systems Taylor Life Alert Thimpson AT&T Thomas Alarm Specialist Corp Thurston FE Moran Trahan Thrive Intelligence Trainer Vector EAST Trujillo Time Warner Security van’t Hooft Diebold van’t Hooft Diebold Vasquez Life Alert
David Abeyta Life Alert 7/2/2014 Benjamin Albaugh Guardian Protection Services 6/7/2014 Helene Anastasio UAS 7/14/2014 Derek Armstrong Life Alert 7/6/2014 Amanda Bibey Buckeye Protective Service, Inc. 6/1/2014 Bogle Time Warner Security 7/4/2014 Sheila Tina Boss American Burglary & Fire, Inc. 7/13/2014 Elliott Bruton Time Warner Security 7/6/2014 Shannon Burry UAS 7/23/2014 Matt Byron Life Alert 6/25/2014 Alisha Cabana CVS Caremark 6/12/2014 Chad Cacchillo COPS Monitoring - Boca Raton Location 8/7/2014 Carella CVS Caremark 6/5/2014 Tommaso Chris Cassidy ADS Security L.P. 7/23/2014 Cerritos Life Alert 6/27/2014 Andy Kelly Chillson Time Warner Security 7/4/2014 Amy Clark Buckeye Protective Service, Inc. 6/13/2014 Colon Monitor America 6/19/2014 Nicole Dale Cope Vancouver Fire & Security 7/27/2014 Cotto Genesis Security Services, Inc. 8/2/2014 Lisandra Charlene Dias City Of Toronto 7/9/2014 Elliott Alarm Specialist Corp. 7/1/2014 Geoffrey Raymond Francis Life Alert 7/7/2014 Teshia Freeman Life Alert 6/26/2014 Funk Time Warner Security 7/4/2014 Debora Christina Gale Amherst Alarm, Inc. 6/1/2014 Patrick Galster Time Warner Security 7/6/2014 Matt Geiger Amherst Alarm, Inc. 6/1/2014 Nady Ghobrial Life Alert 6/14/2014 Gibbs Interface Security Systems 6/17/2014 Rita Erica Guerrero Alarm Specialist Corp. 7/11/2014 Joshua Hanson Per Mar Security Services 7/29/2014 Bridgette Harris Panhandle Alarm and Telephone 7/14/2014 Delencia Harris COPS Monitoring - Arizona 6/11/2014 Hartwell Vector EAST 6/2/2014 Isaiah Jennett Electronix Systems CSA, Inc. 7/6/2014 Jasmine Michael Jerviss Matson Alarm 7/30/2014 Alexandra Johnston COPS Monitoring - New Jersey 7/26/2014 Jeremy Kamp COPS Monitoring - Texas 7/28/2014 Kielbon Vector EAST 6/4/2014 Edward Dillon Laird Alarm Specialist Corp. 7/10/2014 Carina Lisson PasWord Protection 7/6/2014 Vicky Lowe Walgreens 7/31/2014 Polina Martin Alarm Specialist Corp 6/27/2014
Last Name
6/2/2014 7/4/2014 7/22/2014 6/27/2014 7/30/2014 8/5/2014 7/30/2014 6/16/2014 6/27/2014 8/6/2014 7/24/2014 8/6/2014 6/26/2014 7/22/2014 6/9/2014 6/2/2014 7/9/2014 6/23/2014 8/6/2014 6/5/2014 6/20/2014 6/23/2014 7/11/2014 8/7/2014 7/28/2014 8/7/2014 7/4/2014 6/30/2014 6/20/2014 6/2/2014 6/7/2014 6/26/2014 7/17/2014 6/19/2014 6/20/2014 6/10/2014 6/28/2014 6/17/2014 7/2/2014 7/4/2014 6/27/2014 7/5/2014 6/26/2014 6/4/2014
Level 1 Online Training Grads, from page 35 First Name
Last Name
Company
Luis Armando Catrina Ayla Tasha Ivan Serena Stephanie Lee Anthony Cynthia Nani stephanie Destinee Briana Haley Michael
Sanchez Alvarez SW The Security World Scarbrough Alarm Specialist Corp Schoerger United Central Control Scott Life Alert Self AT&T Shackleford Affiliated Monitoring Shefield Kastle Systems Sheppard Fifth Third Bank Shiltz Per Mar Security Services Siller Life Alert Singh Total Monitoring Service slattery Alarm Tech Central Services, Inc. Smith Monitronics International Smith Fifth Third Bank Smith VRI Sneed AT&T
8/1/2014 7/3/2014 6/24/2014 6/19/2014 7/10/2014 6/3/2014 6/13/2014 7/18/2014 6/30/2014 6/20/2014 7/21/2014 7/15/2014 7/5/2014 6/23/2014 6/23/2014 7/27/2014
(See Level I Online Training Grads, page 37) 36 | CSAA Dispatch • www.csaaintl.org
Fall 2014
CSAA Five Diamond Central Stations
R
Following are the CSAA central stations that have received or renewed their CSAA Five Diamond certifications since the publication of the Summer 2014 issue of Dispatch. CSAA applauds their commitment to the highest training standards in the central station monitoring industry. Questions about the CSAA Five Diamond program? Contact Monique Brent at mbrent@csaaintl.org or 703-242-4670 x 12. AFA Protective Systems, Inc. (since 04/2014) Syosset, NY www.afap.com
Electronix Systems Central Station Alarms, Inc. (since 06/2005) Huntington Station, NJ www.electronixsystems.com
Ahold USA Control Center (since 02/2012) Columbia, MD www.aholdusa.com
H.E.B Grocery (since 03/2014) San Antonio, TX www.heb.com
Alarme Sentinelle (since 12/2010) Montreal, QC, Canada www.sentinelalarm.com
“Five Diamond embodies everything our company stands for. It’s excellence for our customers, excellence for our employees; it really tells the dealer in a very crowded marketplace that we’re one of the best of the best.” – Trey Alter, Dynamark
Redwire (since 03/2012) Tallahassee, FL www.redwireus.com
AvantGuard Monitoring Centers (since 01/2007) Ogden, UT www.ag-ul.com
SAFE Monitoring Technologies (since 12/2010) San Ramon, CA www.safemonitoringtechnologies. com
Capital One Bank (since 03/2014) Bethesda, MD www.capitalone.com
Safe Systems, Inc. (since 08/2004) Louisville, CO www.safe-systems.com
Central Security and Communications (since 03/2014) Indianapolis, IN www.central-security.net
Security Corporation - Security Central (since 08/2004) Novi, MI www.securitycorp.com
Commercial Instruments and Alarm Systems, Inc. (since 10/2008 Fishkill, NY www.ciasecurity.com
The Monitoring Center (since 05/2014) Oakville, Ontario, Canada www.themonitoringcenter.com
United Central Control (since 07/2004) San Antonio, TX www.teamucc.com
Damar Security Systems (since 11/2012) Sarnia, ON, Canada www.damarsecuritysystems.com
Trans-Alarm, Inc. (since 04/2007) Burnsville, MN www.transalarm.com
Walgreens (since 04/2012) Deerfield, IL www.walgreens.com
Level 1 Online Training Grads, from page 36 First Name
Jacob Milady Maynor Dalia David Roger Edward Barbara Brittani Travis Vivien John Alice Fall 2014
Last Name
Vasquez Vega Vega Verbis Villarreal Virgo Vyas Walker Wallace Wallace Walter Walters Wambaa
Company
First Alarm CVS Caremark Life Alert Bay Alarm United Central Control The Monitoring Center Reliance Protectron Montreal Time Warner Security Ackerman Security Systems DGA Security Time Warner Security Life Alert Life Alert
Graduation
8/8/2014 7/6/2014 6/16/2014 6/11/2014 7/1/2014 6/20/2014 7/28/2014 7/5/2014 6/8/2014 7/21/2014 7/7/2014 7/2/2014 7/3/2014
First Name
Last Name
Company
Graduation
Ashley Charles Tonika Mackenzie Michael Charlene Valerie Julie Samantha Serita Erick Patricia Elizabeth
Ward Wardally Watson Wegmann Weinburg Wesley Whittington Williams Williams Winbourne Wrestler Yagual
Fifth Third Bank California Security Alarms, Inc. Monitronics International American Burglary & Fire, Inc. Wayne Alarm Systems, Inc. CVS Caremark Kastle Systems - Falls Church location CMS Monitoring Interface Kastle Systems - Falls Church location G4S Secure Solutions USA Zofraport
7/18/2014 8/6/2014 7/9/2014 6/29/2014 6/7/2014 6/20/2014 6/7/2014 6/17/2014 6/12/2014 6/4/2014 7/19/2014 7/23/2014
CSAA Dispatch • www.csaaintl.org | 37
Spotlight – International Member King Tsushin Kogyo Co., Ltd.
King Tsushin Kogyo, a security system manufacturer and distributor with headquarters located in Tokyo, has been providing security solutions in Japanese market since 1968. Our current customers are major Japanese security guard service companies, building maintenance companies and similar businesses. In the early 1980s, King Tsushin Kogyo joined the former CSEPA (Central Station Electrical Protection Association) as an International Member through an introduction by Jack Dowling of Arrowhead Enterprise, Inc. (New Milford, CT). At that time we sold Arrowhead products as a distributer in Japan and installed their sensors in electric plants, gas plants, etc. The reason why we have now been a member of CSAA for more than 30 years is to keep us current on the differences between domestic and foreign market, like customer needs, engineering standards, customs in the industry, etc. We believe that having a wide-range view of the market is important to the success
of our business wherever we go. About 30 years ago when those CSEPA members visited Japan, we organized part of the trip to introduce security guard service companies in Japan. We think knowing more about international companies leads to mutual understanding and is critical to better business. CSAA membership provides us with not only information about this industry but also the very precious opportunity to meet with security professional leaders. We were pleased to attend the Inaugural International Forum held last year in Quebec after many years absent from the CSAA Annual Meeting. Earlier this year, CSAA also provided us the chance
to meet with CSAA International Outreach Committee Co-Chair Albert Janjigian and CSAA Vice President of Membership Becky Lane at ISC West. We heard about the current state of the security market in the U.S. and gained a better understanding of the market structure. We greatly appreciate these opportunities and look forward to more collaboration across borders in the future. Mr. Shunsuke Shigeki is the Senior Managing Director of King Tsushin Kogyo Co., LTD, in Tokyo, Japan.
Fall 2014 Advertising Index
CSAA International thanks the following advertisers for their generous support. ADVERTISER
PAGE NUMBER
ADVERTISER
PAGE NUMBER
ADVERTISER
PAGE NUMBER
Altronix...............................Page 19 www.altronix.com
DMP.............................Pages 12-13 www.dmp.com
Micro Key Solutions...........Page 21 www.microkey.com
Axis Communications..........Page 7 www.axis.com
DSC/Sur-Gard.....................Page 23 www.dsc.com
MAS.......................................Page 9 www.masmonitoring.com
Bold Technologies...............Page 5 www.boldgroup.com
Honeywell............................Page 2 www.honeywell.com/security
The Mechanic Group.........Page 39 www.mechanicgroup.com
DICE Corporation.................Page 3 www.dicecorp.com
Interlogix............................Page 17 www.interlogix.com
For more information about advertising opportunities, contact the CSAA Marketing and Communications Department at communications@ csaaintl.org or 703-242-4670, ext. 16.
The Dispatch is published quarterly by the Central Station Alarm Association (CSAA) International. Send address changes to: CSAA, 8150 Leesburg Pike, Suite 700, Vienna, VA 22182; or to membership@csaaintl.org. Subscription policy: Individual subscriptions are available without charge to CSAA members. Back issues of the Dispatch are obtainable for $10, if available. CSAA International does not provide legal advice, business advice or any other kind of advice that should be relied upon in making business decisions, and does not assume and hereby disclaims any liability to any person or company for any loss or damage caused by errors or omissions in the material contained herein, regardless of whether such errors result from negligence, accident or any other cause whatsoever. Printed in the USA.
38 | CSAA Dispatch • www.csaaintl.org
Fall 2014
Fall 2014
CSAA Dispatch • www.csaaintl.org | 39