CSAA Dispatch - Spring 2015 by The Monitoring Association

THE ESSENTIAL CONNECTION

INTERNATIONAL CENTRAL STATION ALARM ASSOCIATION

SPRING 2015

Alarm Industry Response to Net Neutrality Debate and New FCC Rules

he issue of Net Neutrality was a red-hot topic in the news, on Capitol Hill, and on social media during January and February. On February 26, the Federal Communications Commission voted 3-2 to pass rules allowing the agency to prohibit Internet service providers from granting faster access to companies that pay for the privilege. The new rules treat broadband providers as “common carriers” under Title II of the Telecommunications Act — the same category as utility companies that provide gas, electricity, etc. — in which all customers have equal access to service. At press time, there is still much to be learned about the

Shining a Light on CSAA’s Five Diamond Status By David S. Margulies (Excerpted from the November 2014 issue of Security Sales & Integration)

Five of the security industry’s most successful professional monitoring providers explain the value of CSAA Five Diamond Certification and how it furthers their business objectives.

hey vary in size, range of services and years in business and represent leaders in the electronic security industry from New York to California. The owners and managers of these successful companies all agree that their Five Diamond Certification, from the Central Station Alarm Association International (CSAA), is an important component of their success and a worthwhile investment with proven payback through improved training, lower costs and setting their company apart from a crowded field of competitors. Continued on page 18

rules. “It will be some time before we know what the 332-page FCC Order actually says,” said CSAA Executive Vice President and AICC Chair Louis T. Fiore. “However, it seems like a step in the right direction for our industry.” Fiore, along with CSAA counsel and staff members, attended more than a dozen Robert Latta (R-OH), Vice Chairman, meetings on Capitol Hill in Subcommittee on Telecommunications the weeks before the vote and Technology, House Energy and Comto discuss alarm industry merce Subcommittee, with AICC chair concerns with key players, in Lou Fiore. advance of the possibility of Congressional action on the issue. “We didn’t weigh in on the Title II debate,” said Fiore. “What we asked for in our meetings on Capitol Hill is the same safeguards we now enjoy under the Telecommunications Act of 1996. These are enshrined in section 275 — the only part of that Act that was written specifically for our industry (and, in fact, is the only section in that Act written for any industry). Our industry thrived under 275 and we wish these safeguards to continue in the Broadband world.”

Continued on page 16

CALENDAR

IN THIS ISSUE

ESX 2015 June 24-26 • Baltimore, MD

Net Neutrality Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Annual Meeting Preview . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Five Diamond Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

CSAA News

CSAA Annual Meeting October 9-14 • Sonoma, CA

President’s Note

Fall Operations Management Seminar November • Scottsdale, AZ Spring 2015

Attrition Report

ASAP Update

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Advertising Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

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CSAA Member News

Regulatory Update

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Long-Range Planning Report . . . . . . . . . . . . . . . . . . . . . . 10 ESX Preview

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CSAA New Members

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Online Training Grads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 www.csaaintl.org • CSAA Dispatch | 1

the big picture

Get on Track for More RMR with the Industry’s Most Complete Remote Services Offering. Honeywell Total Connect™ Tracking Services can put your business on the map—helping you reach new markets, retain your accounts and drive more RMR. It puts real-time location information, alerts and updates at your customers’ fingertips—a great way to keep tabs on family members and employees, know if speed limits or predetermined geographic boundaries have been exceeded and recover lost or stolen valuables. Great as a standalone offering, it’s the industry’s most convenient, cost-effective vehicle and asset tracking solution. Already selling Honeywell Total Connect? You’re in business! Think big picture and offer it along with video, energy management and security for a remote services solution that is absolutely unmatched—all from one seamless, integrated platform. Make the smart move.

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CSAA Executive Committee President Jay Hauhn, Baltimore, MD First Vice President Pamela J. Petrow, Warrendale, PA 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 Louis T. Fiore, Vienna, VA

CSAA Staff Executive Vice President Louis T. Fiore Sr. Vice President of Finance and Administration Madeline Fullerton McMahon Vice President of Meetings and Conventions John S. McDonald Vice President of Membership and Programs Rebecca (Becky) Lane Vice President of Marketing and Communications Elizabeth Welsh Lasko Vice President of Education and Training Julie N. Webber IT and Accounting Coordinator Dympna Williamnson Member Services Coordinator Malory Todd

PRESIDENT’S NOTE Dear Fellow CSAA Members,

elcome to the first issue of Dispatch for 2015! It’s been a busy few months, as we packed in the Fall Operations Seminar in November, our rescheduled Board of Directors and Annual General Membership meetings in December, the CSAA Long Range Planning meeting in January, and of course many other industry events. It’s been a pleasure to see so many of you at these gatherings. At the Long Range Planning meeting, CSAA members, including board members and associate members, engaged in lively discussions about the future of our association. See page 10 for a report. I hope you will mark your calendar and plan to attend CSAA’s exciting 2015 events. Registration for the Electronic Security Expo (Baltimore, MD June 24-26) is now open, with early bird rates through April 30. We are preparing an outstanding event with our friends at the Electronic Security Association. I can personally attest to the quality of Baltimore’s crab cakes and the baseball experience at Camden Yards! We are also deep into planning our 2015 Annual Meeting, which will be held October 9-14 in Sonoma, CA. We expect an exciting line-up of speakers and education sessions that will bring real value to you as business leaders in the monitoring industry. (Education sessions are October 12-14.) I want to mention an unusual opportunity coming up this summer. In late June and early July, the Washington, DC area (where CSAA is located) will host the 2015 World Police and Fire Games, an Olympics-style sporting event for First Responders. The Games will attract more than 12,000 participants from 70 countries. Check out their website at fairfax15.com to get a feel for what a huge and exciting event this will be.

As I write, CSAA staff members are in contact with the organizers of the Games. We have expressed our desire to show First Responders that the alarm industry supports and appreciates them, and we’ll be touch with you to find out if you are interested in lending your personal and/or corporate support to this outreach effort. Maybe you’ve already noticed that with this issue of CSAA Dispatch, we’re introducing an updated design that we hope will make our content easier to access and digest. Your feedback is welcomed as we work to provide you with the information and resources that will help you advance your business this year. Best wishes to all,

INTERNATIONAL CENTRAL STATION ALARM ASSOCIATION

Jay Hauhn President, CSAA P.S. If you haven’t yet seen my video introducing “CSAA 365,” check me out at youtube.com/CSAAIntl! Turn to page 10 for more information about this video series focusing on CSAA membership benefits and services.

Find program and registration information for CSAA events at csaaintl.org.

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ASAP UPDATE

“It’s a No-Brainer“

PSAPs Cheer ASAP

enrico County (VA), adjacent to the City of Richmond, is the third county in Virginia and fourth PSAP in Virginia to join the ASAP program. Henrico County began receiving alarms from Vector Security on November 17, 2014. Two additional alarm central stations, Monitronics Security and Protection One Security Solutions, recently began alarm notifications to Henrico County using the ASAP program. After only 90 days in operation, Henrico has received 630 alarm notifications via ASAP. “From the very beginning, the ASAP concept made good sense to us,” said Captain Pete MacRae, Henrico Emergency Communications Center. “Why tie up call takers who simply repeat the messages they hear when all of the information can be received into our CAD format more quickly and with greater accuracy?” McRae continued, “Thanks to a great internal support team who tailored the standardized alarm information into a way that fit our practices, our ‘go live’ date came and went without a hitch. In short, the ASAP protocol is working well for us, and we look forward to adding more alarm providers to our list of active ASAP partners.” 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

ASAP READY! ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■

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Aﬃliated American Alarm Guardian Alarm Monitronics Protection 1 Rapid Response RFI Safeguard Security United Central Control Vector

Officials (APCO) and 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, and may save the PSAPs and emergency services potentially millions of dollars. “ASAP is another tool, coupled with other programs implemented by the Office of Unified Communications (OUC), in our continuing efforts to provide quality public safety communications services for the citizens of the District of Columbia,” reported Jennifer Greene, Director of the DC OUC. Also from DC, Stephen Williams, Chief of Operations for the OUC, stated that calls generated via ASAP are managed more accurately due to the reduction of miscommunication. “[ASAP] will help reduce the workload of the 9-1-1 call

In Testing ■■

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Alarm Detection Systems CMS Diebold ESC Richmond Alarm SentryNet Stanley

Onboarding ■■ ■■ ■■ ■■

Centra-larm NME SEI Watchlight

automated Secure alarm protocol

Ready!

takers, allowing them to focus more on handling emergency 9-1-1 calls from our citizens,” he said. Julie McKercher, Emergency Communications Director for James City County, VA provided this endorsement: “It makes common sense that a faster response by public safety increases the chances of catching a burglary or holdup suspect, extinguishing a fire faster and increases the chance of survivability for patients who have experienced a medical emergency.” In short, said Tal Luton, James City County, VA Fire Chief, ASAP is “a no-brainer.” For more information on accessing ASAP outreach resources or how to participate in the ASAP program, contact CSAA at asap@csaaintl.org or 703-2424670, or visit csaaintl.org/asap. Get involved in reaching out to PSAPs to help get them started with ASAP! Contact asap@csaaintl.org to find out how.

PSAPs Online with ASAP ■■

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Henrico County, VA James City County, VA Richmond, VA York County, VA Morgan County, AL Tempe, AZ Washington, DC Houston, TX

PSAPs in Implementation or Testing ■■ ■■ ■■ ■■ ■■ ■■

Boca Raton, FL Boston, MA Cary, NC Chandler, AZ Denton County, TX Delaware County, OH

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REPORT

Attrition Measurement Continuing to Develop Meaningful Trends 2013 Attrition Spikes Upward Versus 2012; Lost to Competition is Up; Residential Net Attrition Rises to 3 Yr. High TRG Associates continues to accumulate annual Attrition results from a growing number of small to large national security companies. The 2013 Report publishes the results for the thirteenth straight year of this Study and includes results for more than $289 million of Recurring Monthly Revenue (RMR) from companies across the United States, Canada and Europe. The consistency of the companies reporting continues to enhance our insight into the Attrition trends within the Security Industry. The Study seeks to provide a measurement of the Attrition results across the marketplace as to the level of Customer RMR losses (Gross Attrition) and the offsets to those losses through resigns of like customers/locations and other increases in the RMR related to the same base of customers (Net Attrition).

All of the Regions grew as to actual dollars of RMR reported (up $25,398,135 in total dollars reported from 2012).

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In the all regions, we experienced increases in the Gross Attrition figures over the 2012 results except the 51-100 RMR group. We recorded an increase in Net Attrition across the board as well except for this same category. (5.92% in 2012 versus 3.73% in 2013).

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Key Findings ■■

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Residential Net Attrition percentage ticks up 1.5% in 2013 for the Study Participants (8.99% in 2012 as opposed to 10.51% in 2013).

The smaller companies (3-50 RMR) experienced an increase in the Gross and Net Attrition for the first time in a while (5.63% gross and 3.54% Net in 2012 versus 6.82% and 5.53% in 2013 respectively) as the overall RMR size of that group decreased. ($316,903 in 2012 to $275,858 in 2013).

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The Average Residential/Commercial Gross Attrition figure increased from 11.53% in 2012 to 12.25% in 2013 and the Average R/C Net Attrition figure increased from 9.34% in 2012 to 10.37% in 2013.

Top Attrition Trends, 2012–2013

n 2012

n 2013

40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0%

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8 | CSAA Dispatch • www.csaaintl.org Spring 2015

Your company’s input is needed now! TRG is collecting data to develop the 2014 Attrition Report. Enter your data at trgassociates.com or email rbrady@trgassociates.com. ■■

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larger companies in the industry are still losing customers to the mid-sized and smaller security industry players as customers seek to maintain their security with another provider. Of note, the Collection/Non Payment reason for attrition decreased to 16.1% versus 18.6% in 2012.

At the other end of the spectrum, the larger companies (500+ RMR) experienced an increase in Gross Attrition (11.7% in 2012 to 12.48% in 2013) and an increase in Net Attrition from 9.50% in 2012 up to 10.57% for the 2013 Study. The RMR size of this pool grew $25 million. As the mid-market companies/ branches (201-500 of RMR) grew in size, we saw an increase in Gross Attrition and Net Attrition (Gross Attrition of 8.77% and Net Attrition of 6.63% in 2012 versus 9.27% and 7.73% respectively in 2013).

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As for Reasons for Attrition, Moved is down as a Reason (37.0% in 2012 to 35.6% in 2013) but is still higher than in 2010 and 2011. No Longer Using the System decreased (10.4% in 2013 versus 11.6% in 2012) while Lost to Competition increased significantly (14.3% in 2013 versus 11.4% in 2012) and remains one of the leading Reasons for Attrition. Clearly the

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The Dealer sourced segment experienced an increase in Gross and Net Attrition for the first time in five years while the Mass Market segment also experienced an increase in Net Attrition over the 2012 results (10.74% in 2013 versus 8.69% in 2012). The Commercial segment experienced an increase in Net Attrition and Gross Attrition for the third year in a row and fell back below the Residential segment after eclipsing it in 2012. Another sign of the steadying economy in 2013 was that the Sold/Out of Business category was reduced to 3.1% from 5.2% in 2012 and 6.8% in 2011.

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For the fifth year in a row, we gathered publicly available RMR and Attrition data on the two largest Publicly Held Security Companies (TLC) in the US to facilitate a broader perspective of the Attrition trends in the security industry in 2013. Based upon that information, we found that the Net Attrition results jumped from 9.5% for the participating 500+ RMR entities up to 12.53% inclusive of the TLC entities. Residential Net Attrition outpaced Commercial after factoring in the TLC entities. Inclusive of the TLC companies, Commercial Net Attrition increased from 10.38% in 2012 to 11.68% in 2013, while Residential Net Attrition increased from 12.02% in 2012 to 12.82% in 2013.

This information is shared courtesy of TRG Associates. View the complete report with additional graphics at trgassociates.com.

Cancellation Reason

2010

2011

2012

2013

Collection/Non Payment

21.6%

19.1%

18.6%

16.1%

Moved

31.3%

33.9%

37.0%

35.6%

Poor Service

7.7%

2.0%

2.8%

3.3%

Lost to Competition

7.9%

13.5%

11.4%

14.3%

No Longer Using System

9.4%

7.6%

11.6%

10.4%

Sold/Out of Business

6.3%

6.8%

5.2%

3.1%

Financial Difficulties

9.3%

6.2%

6.3%

9.3%

Property Abandoned/Vacant

0.2%

0.3%

0.2%

0.1%

End of Contract Term

0.4%

0.8%

1.2%

0.7%

Deceased/Rest Home

1.2%

0.7%

1.2%

0.5%

PI Rescinded/RMR Reduction

4.7%

9.1%

4.5%

6.6%

Natural Disaster/Military

0.0%

Spring 2015

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CSAA Long Range Planning Meeting Focuses on Association “Relevance”

he CSAA Long Range Planning meeting January 23-24 drew a diverse group of members and industry partners to San Antonio to discuss the future directions of the organization.

“The overall theme of the LRP centered on ‘association relevance to members,’” said CSAA president Jay Hauhn. “Industry associations must focus on programs that excite current members as well as attract new members. For CSAA this has never been more important than it is now, given technology-driven changes in the alarm monitoring industry.” The meeting, a “think tank-style” gathering, boasted a lively exchange of ideas, opinions and experiences on topics ranging from deceptive sales practices and motivating operators to the ASAP program and the CSAA annual meeting. “Our main objective was to look at the mission and goals of CSAA and make sure they align with the direction of the monitoring industry and technology,” said Hauhn. To that end, participants also discussed growing and leveraging the CSAA Five Diamond program,

CSAA 365 Videos Spotlight Membership Benefits Got a minute to spare? Take a quick break to view one of our new “CSAA 365” videos. The CSAA 365 series will help you take advantage of CSAA’s services and member benefits throughout the year. These short videos spotlight activities including using our online job bank, viewing our free webinars, how to leverage our awards in your marketing campaigns, our online training upgrades, using our research and surveys, advocacy and government relations issues, and much more. You’ll hear from CSAA leaders, volunteers, and staff about how you can leverage your membership benefits to advance your professional development and your business growth all year long. Find the videos on CSAA’s channel at youtube.com/CSAAintl.

“DIY/MIY,” working with public safety organizations, the rise of video monitoring, supporting SIAC, and CSAA online training. Above all, said Hauhn, “We agreed there is a critical need to define ‘professional monitoring’ and demonstrate its true value.” He said that four issues stood out as crucial to the future of the association and the alarm industry: ■■

Standards

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Education

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Technology

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Government relations

“One of the important issues we discussed is how to make sure that CSAA is structured in a way as to best serve the needs of membership and to meet

the challenges faced in these four focus areas,” commented Hauhn. “We also need to better communicate our value to our members. The Alarm Industry Communications Committee (AICC), for instance, does a fantastic job keeping alarm industry concerns front and center on Capitol Hill. We need to make sure our members and prospective members know about our activities in this area and the other three focus areas, and that their membership dues make these actions possible.” Hauhn concluded that the discussion and debate at Long Range Planning meetings is critical to the future success of the association. “We have to listen to our members, watch the industry, make sure we are upgrading and updating in order to stay relevant in the years to come,” he said.

Last Chance! 2015 CSAA Excellence Awards — Apply Online Now

s your company and your staff the best of the best? Get recognized for your efforts and success throughout the industry by applying for a 2015 CSAA Excellence Award. Sponsored by SDM Magazine, the CSAA Excellence Awards recognize outstanding FM Global, Intertek/ETL or UL-listed central stations and their exemplary personnel. Award categories are: ■■

CSAA Central Station of the Year

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CSAA Central Station Manager of the Year

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CSAA Central Station Operator of the Year

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CSAA Central Station Support Person of the Year

Apply by March 27 at csaaintl.org.

CSAA Central Station Excellence Awards

2015

10 | CSAA Dispatch • www.csaaintl.org Spring 2015

LOCATION. LOCATION. LOCATION. GeoFencing allows users to activate or deactivate device favorites as they enter or exit a specified location: lights, locks, or thermostats, all automatically. Even get a smart reminder to arm your system if you’re the last to leave. Just one of the dozens of powerful features available on the DMP Virtual Keypad App. Learn more at DMP.com/geofence

We make your company more valuable.

877-725-1114 dmp.com

Spring 2015

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ESX 2015

Maximize Your Central Station An Interview with Joe Miskulin Joe Miskulin, manager, State Farm Insurance is ESX 2015 Maximize Your Central Station Track Chair. View all sessions in the Maximize Your Central Station Track at esxweb.com. ESX: Joe, we hear you are really excited about the Maximize Your Central Station track. What can attendees expect? Joe Miskulin: We’re going to show people what’s new and how to increase RMR (recurring monthly revenue). They’ll learn how they can identify what’s best for their businesses. Our speakers all have personal experience with their topics so attendees will learn who is adopting which technologies —and how they’re making it profitable. ESX: Which new technologies are you highlighting? JM: “Central Station Technology—The Latest and Greatest” will give an overview of what’s emerging now, what’s on the horizon—and how to select what’s going to be profitable for your Central Station. In response to overwhelming demand, we created “Increase RMR with Video Monitoring Services.” This session will help operators evaluate whether, in their particular situation, video is a viable way to add to their revenue stream. We also have sessions on “To PERS or Not to PERS” and “Increase RMR with Services Beyond Security Monitoring.” ESX: How are you ensuring that attendees get what they need out of these sessions? JM: For every session, the speakers are recognized experts and early-adopters. People who can identify with the managers and the IT folks — but who also speak the language of the rest of us. And we’re focusing the discussion on the things that are important to Central Station operators: changes you’ll need to make to implement these new solutions, possible pitfalls, and the required operator skills. ESX: We hear you are also excited about “Innovative Training Techniques for Central Station Operators.” JM: We’re all looking for that perfect operator and this

session will help us to train that person. We’re going to delve into learning styles, how younger employees — millennials — learn differently from older generations. We’ll define those differences and share insights and tactics operators can use to create targeted training program based on their employees’ needs and learning styles. ESX: What about the DIY market? I know that’s something that everyone is thinking about. JM: “Monitoring the DIY Market—Questions and Answers” explores the big question: What do we need to ask and analyze before taking on DIY? The theory is that if DIY is installed correctly, there shouldn’t be much difference between a professional install and DIY — especially if it’s wireless. But that’s a big IF. I’m looking forward to a healthy debate on whether or not this is true — and how it will impact us. ESX: I hear that personally you’ve gotten a lot out of the ESX education program. Can you give me a specific example? JM: The KPI strategies I learned during a session at ESX 2014 have been vital to improving our business. We now track the number of calls each operator brings in by shift, call volume, and which operators are doing the lion’s share of the work. By tracking abandoned calls, which were at an average of 4% with spikes at 11%, we were able to decrease the rate down to 2%. We also track the number of alarms, when they occur and the percentage of actual versus false. This analysis has enabled us to bring on the right number of operators for each shift. This year’s Maximize Your Central Station educational track is sponsored by Sur-Gard. Register for ESX 2015 today! Early bird rates available through April 30 at esxweb.com.

12 | CSAA Dispatch • www.csaaintl.org Spring 2015

ESX 2015

ESX 2015 Keynote Speakers Major General (Ret.) James Champion — Opening Keynote

Economist Alan Beaulieu — Closing Keynote

Thursday, June 25 at 11:30 a.m. — Retired U.S. Army Special Forces Officer Major General (Ret.) James ‘Greg’ Champion will inspire ESX attendees with his Opening Keynote presentation, “Leadership Is A 24/7 Job.” ESX attendees will be motivated as Major General Champion — one of our highest-ranking veterans—shares stories from both his civilian and military life that exemplify the concept of leading by example. Attendees will learn what leadership means today—and how creating a vision of where you want to go can make all the difference in achieving your goals. “Leaders are never off the clock,” says Champion. Major General Champion has over two decades of experience leading our nation’s elite Green Berets in peacetime as well as in the Global War on Terror. His many distinguished assignments include command of the Combined Joint Special Operations Task Force in Afghanistan in 2002 and 2003.

New at ESX 2015! Networking & Public Safety Luncheon Enjoy lunch, network, and learn at this event where we celebrate the vital relationships that keep our communities safe. Our featured speaker, Anthony W. Batts, Commissioner of the Baltimore Police Department, will speak on how future partnerships between law enforcement and the security industry will be intrinsic to community policing and problem solving. Deserving individuals will be honored. We’ll announce the

Friday, June 26 at 12 noon — Is this the right time to pursue that pending business growth opportunity? ESX 2015 attendees will gain insights into the economy that will help them answer that looming question when economist Alan Beaulieu, president of ITR Economics, takes the stage for the ESX 2015 Closing Keynote Luncheon. The keynote presentation will cover long and short-term economic forecasts, leading economic indicators, inflation, interest rates, and taxes – and how they will impact the electronic security industry. “I’m going to share data and observations that will help ESX attendees make the right decisions to drive future prosperity,” says Beaulieu. Beaulieu’s company, ITR Economics, is the oldest privately-held, continuously-operating economic research and consulting firm in the U.S. An experienced speaker, Beaulieu has provided workshops and economic analysis seminars around the globe for 25 years.

winner of the ESA Youth Scholarship program, the recipient of the Police Dispatch Quality Award--presented jointly by the Security Industry Alarm Coalition (SIAC) and Security Sales & Integration (SS&I), and the inaugural presentation of the CSAA Public Sector Award, given in recognition of an individual’s contribution to public sector efforts. We’ll also reveal the winner of the William N. Moody award—presented by SIAC.

ESX 2015 Registration Now Open — Get the Best Rates through April 30 Attend ESX 2015 in Baltimore, June 24-26, at the lowest price with the Supersaver Rate. Come to ESX and Rethink the Possibilities ■■

Enhance your leadership/management skills

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Discover the latest go-to-market strategies

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Explore innovative products and services

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Learn how to improve operations and deliver a better customer experience Enjoy baseball, history, museums, great food and more in Baltimore

Visit esxweb.com Spring 2015

www.csaaintl.org • CSAA Dispatch | 13

2015 CSAA International Annual Meeting

Education Sessions Will Advance Your Business Success

n your business, it’s likely you’ve had to deal with all sort of conflicts stemming from how you and your employees interact with each other. These conflicts can detract from the forward progress of your company or your career. At the CSAA Annual Meeting, you can learn about a powerful way to understand people using the “DISC Personality Concept.” This special session, “Why Can’t You Be Normal…Like Me!” will be presented by Robert A. Rohm, Ph.D. Rohm is a dynamic inspirational international speaker, best-selling author, educational consultant and guest lecturer. He has entertained and enlightened audiences as large as 70,000 people and shared the platform with other great speakers like Zig Ziglar, Les Brown, Dr. John C. Maxwell, Frank W. Abagnale (from the movie “Catch Me If You Can”), Ron MacLean (Canadian Sports Announcer), Dr. Stephen Covey (author of The Seven Habits of Highly Effective People), Harvey Mackay (author of Swimming With The Sharks Without Being Eaten Alive), President George Bush, Rush Limbaugh, Charles “Tremendous” Jones and Peter Lowe. Describing his special session, Rohm

said, “In the normal course of a day we meet all kinds of people. Some of them we really connect with and others… well — let’s just say we don’t quite understand them. This will be a lively, interactive session that will help you understand yourself and others better than you ever thought possible.” “Each person has unique personality traits; each person’s perspective is built into who they are,” continued

Robert A. Rohm, Ph.D

Rohm. “The starting point of understanding people is to realize and accept one simple fact: Everyone is not like you!” At Rohm’s extended session, you’ll get the tools you need to navigate the sometimes tricky interactions that can detract from employee or company performance, clearing the way for your business to advance.

The DISC Model of Human Behavior ■■ ■■

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Some people are more OUTGOING, while others are more RESERVED. Some people are more TASK-ORIENTED, while others are more PEOPLEORIENTED. These behavioral tendencies are neither right or wrong nor good or bad. They are just different.

There’s More in Sonoma!

dditional education sessions and featured speakers at the CSAA Annual Meeting will be announced in the coming weeks. Leaders in the fields of innovation, technology and communications will present on topics including the Internet of Things, video monitoring, cybersecurity, and other challenges facing your business and growth. In Sonoma, you’ll also enjoy special events such as: ■■

Opening Reception and always-popular “Theme Night”

■■

AHJ Luncheon

■■

President’s Reception and Dinner/Dance

■■

Presentation of Stanley C. Lott Award

■■

Optional tennis tournament and wine tasting/tours

Fairmont Sonoma Mission Inn & Spa

Come to beautiful Sonoma for a gathering you will long remember! Find registration and housing information at csaaintl.org/2015am/. 14 | CSAA Dispatch • www.csaaintl.org Spring 2015

INTELLIGENT POWER THAT

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More than just power.™ Made in the U.S.A. - altronix.com - Lifetime Warranty

Download the free Altronix App!

Spring 2015

www.csaaintl.org • CSAA Dispatch | 15

NET NEUTRALITY from page 1

“ So let’s address an important issue head-on. This proposal has been described by one opponent as ‘a secret plan to regulate the internet.’ Nonsense! This is no more a plan to regulate the internet than the first amendment is a plan to regulate free speech.” – FCC Commissioner Tom Wheeler, February 26 “Historically, the industry has been vulnerable to the anti-competitive practices of network providers who are directly competing with us,” continued Fiore. “As long as they control the network, they have the capacity and incentive to engage in anti-competitive activities. That’s why we’re concerned that the FCC’s order may not contain the Title II safeguards the alarm industry now receives. “We constantly remind decision makers that our industry is made up of small businesses and require these safeguards, calling it a ‘level playing field.’

Further, because of our unique position requiring access to the communications channels of these providers, we are particularity dependent and vulnerable. In our meetings we asked for continuance of the main dictates of 275: 1) Non-discrimination — provide the alarm industry the same services it provides to its own alarm monitoring operations and no cross subsidization of its own alarm operations; 2) Expedited Consideration of Complaints; and 3) Prohibition from their Use of our Data.” Fiore said that Section 275 will eventually require a rewrite in terms of Broad-

DACT Dropped Signals Survey Now Open

he AICC launched an industry-wide survey on the issue of dropped signals involving Digital Alarm Communications Transmitters (DACT). The survey aims to collect information on how the telecom network’s move towards Internet Protocol (IP) affects these signals. “We want to better understand the impact these changes have on alarm com-

CSAA Releases Results of Survey of Central Station Monitoring Companies’ Wage and Salary Practices CSAA International has released the results of the 2013 Wage and Salary Survey, which will assist businesses within the industry with competitive compensation practices. The survey is the most extensive snapshot of industry practices to date. “The information gathered will be very useful to central station companies looking to improve or expand their businesses,” said CSAA Past President Bud Wulforst, who was instrumental in

The survey can be found at https://www.surveymonkey.com/s/ FB8XYTJ and is open to all central stations in the industry. Results of this research initiative will be reported at the June 2015 AICC meeting.

The survey collected information from the year 2013 in the following areas: ■■ ■■

■■

■■ ■■ ■■

Visit csaaintl.org for details on Section 275 and the alarm industry position.

munications coming into central stations,” said Gordon Hope, Vice President of Marketing and Business Development at Honeywell and a member of the CSAA Board of Directors. “Or signals not coming in, as the case may be.”

the development of the survey. “If, for instance, you are a national monitoring company, how do you know what is a fair and competitive wage in Missouri vs. California? And what if you are only monitoring video, as opposed to fire, burglary, PERS, temperature, or other monitoring outlets? This survey will help get you that data.”

■■

band Internet providers rather than “Bell Operating Company” or “Incumbent Local Exchange Carriers” covered now. The AICC will wait to see what language the FCC version uses before proceeding with a proposed rewrite. “Our goal at this point is simply to let Congress know we are here again and what our needs are as primarily small businesses. At some point legislation will move forward, probably as a rewrite of the Telecommunications Act, and we want to insure we are not forgotten.” AICC has been discussing the alarm industry position on the Telecommunications Act for some months now, and Fiore believes that the issue will be heating up at the Congressional level in the not-too-distant future. “It will again become an ‘all hands on deck’ issue for us,” he commented.

Demographic Data Types of Monitoring Executive & Operational Management Central Station, Office, Sales, and Marketing Positions Dealer & Customer Support, Data IT & Telecom Services Benefits Packages

Position Descriptions The survey was created by the CSAA Contract Council and was facilitated by Barnes Associates, an advisory and consulting firm that specializes in the security alarm industry. ■■

“This survey is an example of CSAA volunteers working to create resources that will be invaluable to all our members,” said CSAA President Jay Hauhn. “We especially thank the leadership of the Contract Monitoring Council for the efforts they made to gather the content. And a very special thank you goes to Barnes Associates for the extraordinary work they did to assemble the data in such a user-friendly format.” To purchase the survey results, visit csaaintl.org/csaa-wage-and-salarysurvey.

16 | CSAA Dispatch • www.csaaintl.org Spring 2015

Sur-Gard System 5 with visual verification support. A powerful, yet more compact virtual receiver.

Reduced FAlSe AlARmS

Building on the Sur-Gard legacy, SG-System 5 supports alarm verification solutions to significantly reduce costs associated with false alarms. The more compact footprint facilitates space management while offering the highest account density per U rack available in the industry. Built-in redundancy for power and auto-switching assures continuous performance of all peripheral devices connected to the output ports.

Industry-leading reliability and unbeatable capacity, all in a compact receiver.

Spring 2015

www.csaaintl.org • CSAA Dispatch | 17

FIVE DIAMOND from page 1

Ackerman Refuses to Accept Less There are more than 250 alarm companies serving the Atlanta area, but Ackerman Security Systems is one of only two local operators with the CSAA Five Diamond Certification for its central station. Founded in 1967, Ackerman has posted double-digit growth since 2012. “Five Diamond is an integral part of our advertising program that includes radio, television and direct-mail campaigns,” says Ackerman Security President Jim Callahan. “Earning the designation and the required training demonstrates our company’s commitment to providing the best response and service avail-able in a tangible way to our team.” Ackerman offers a full line of security services for homes and businesses, including alarm monitoring at very competitive prices. “Five Diamond helps us maintain the highest quality training in a manner that is affordable and consistent,” says Callahan. Callahan sees a real benefit from the training for his central station staff. “They know there is an investment of both time and money to achieve and maintain the certification and are proud to work with an organization that talks the talk and walks the walk. The operators who have gone through the training enjoy a higher degree of confidence in their day-to-day interactions with customers and responding authorities, resulting in faster, more accurate and confident interactions.”

Metrodial Answers Call of Duty Metrodial captured the CSAA Five Diamond Marketing Marvel Award — of which Security Sales & Integration is an exclusive media partner — in 2013 for excellence in leveraging its CSAA Five Diamond status. Founded in 1977, Metrodial serves 50,000 customers and proudly features its Five Diamond Certification on its Web-site homepage.

The Hicksville, N.Y.-based firm also prominently features the certification’s logo at alarm association meetings and related trade conferences. “It shows our prospective and current clients that we are a highly qualified central station office,” says Andrew Lowitt, vice president. Lowitt also sees other advantages to the Five Diamond designation beyond just marketing.

ment of Five Diamond status was one of our most successful ever,” says Paolo Piscatelli, Watchlight COO. “CSAA’s Five Diamond Certification is the most prestigious in our industry. We disclose our designation in all of our online and social media marketing programs, and person-to-person when we speak with current and potential customers.” Watchlight serves customers nationwide from its state-of-the-art central ®

Shouldn’t your company be CSAA Five Diamond certified?

Visit csaaintl.org/csaa-fivediamond-program for more information. “It helped us position our company into one of the higher tiers with our insurance carrier and thereby allowed us to enjoy favorable rates and discounts. Controlling costs is vital to maintaining our competitive edge and profitability,” he says. “The designation has been a major selling point in promoting the introduction of the ASAP program to local authorities. CSAA training for the Five Diamond program helps us live up to our pledge that our operators pay close attention to detail and provide friendly, courteous service. We are growing our business because our customers recognize we offer an extra level of value and professionalism that sets us apart from our competitors as demonstrated by the Five Diamond designation.”

station. The firm offers discounted monitoring services as well as a full line of security services for commercial and home accounts, and monitors fire alarms nationwide. “CSAA Five Diamond training is critical to the value proposition that our firm offers — a premium alarm monitoring service with enhanced customer service, accurate dispatch and precise licensing compliance,” adds Piscatelli. “The training helps our team do a better job of interacting with consumers, accurately dispatching while minimizing false alarms. This makes a big difference in our relationship with public safety agencies. Offering more qualifications and certifications to customers sets us apart from the competition and makes it more likely we will make the sale.”

Watchlight Has Its Eye on Excellence

Time Warner Cable Is Ready and Able

On the West Coast, 41-year-old Watchlight Corp., based in El Cajon, Calif., is utilizing CSAA Five Diamond Certification in its aggressive online and social media marketing programs. “Our press release announcing attain-

As a relative newcomer to the electronic security industry, Time Warner Cable (TWC) is a big believer in using industry training programs. However, the communications giant is not a newcomer to CSAA training. TWC began

18 | CSAA Dispatch • www.csaaintl.org Spring 2015

using the trade association’s internal certified training in 2006 to monitor the on-line training programs. “We find it much easier to incorporate the online program into our new hire training schedules,” says Adam Mayer, vice president of IntelligentHome, TWC’s home security offering. “It allows us to customize the training delivery to individual agents based on their progression.” The company was so pleased with CSAA’s training that it applied for Five Diamond Certification in 2011. “The content of the CSAA training program supplements our internal programs with valuable information on the history of alarm systems and use, as well as the involvement and contributions of municipalities and authorities,” says Mayer. “The prestigious Five Diamond rating highlights the commitment our company has to developing our employees to deliver a quality experience for our customers.” Mayer believes the program also provides a boost within a provider’s ranks that can improve job satisfaction and retention. “The program helps employee morale because employees are grateful for the opportunity to receive a high quality training experience and continued development,” he says. “As managers, we know the importance of consistency in training and training to be recognized by industry best standards.”

ADS on Alert for Market Advantages Like many CSAA Five Diamond certificate holders, Alarm Detection Systems (ADS) proudly displays its certification and its operators’ training certificates at its state-of-the-art central station in Aurora, Ill. “We see the Five Diamond Certification as a building block in the middle of a value proposition that helps our firm stand out from the 300 licensed alarm companies in Illinois, as well as from national competition,” says ADS Spring 2015

Above: Alarm Detection Service’s Aurora, IL central station. Right: Ackerman Security President Jim Callahan.

Executive Vice President Ed Bonifas, a past CSAA president who was an early promoter of the CSAA Five Diamond program. Bonifas also notes that his firm’s operators have been on the job for an average of 15 years. “The Five Diamond program helps attract good candidates and instill employee morale because of the retraining and career investment that the program requires us to make for every hire,” he says. “We recently recruited a talented salesperson from another company who pointed to our standing with the Better Business Bureau and our Five Diamond status as reasons he wanted to join our team. Quality employees and low turnover make a big difference in the level of customer service we are able to provide, which has a direct, positive impact on our company’s bottom line.” ADS serves 30,000 commercial and residential customers and differentiates itself in the market by operating its own central station. “Owning and operating our own central station is a key differentiator from our regional and national competitors,” says Bonifas. “Having the CSAA Five Diamond Certification and being able to display the badge as

part of our brand is something we are extremely proud of. We display it at tradeshows and point right to it when customers visit us for a facility tour. It clearly differentiates us from guys operating out of the back of a truck or other competitors who are not as invested in technology and training.” Bonifas also likes the fact that he can offer employees consistent, industry-standard training in addition to his own training programs. “It is important to every business that they can document the training received and demonstrate that the employee was tested on the material,” he says. “Having best-inclass training programs available at a reasonable cost is a significant benefit. David Margulies is principal of The Margulies Communications Group.

www.csaaintl.org • CSAA Dispatch | 19

CSAA NEWS Teresa Gonzalez Appointed to CSAA Board of Directors CSAA International announced that Teresa Gonzalez, president of United Central Control, Inc. (San Antonio, TX) has been appointed to the CSAA Board of Directors. “No association can succeed without volunteer participation, and Teresa has been one of our most active and effective member volunteers,” said CSAA President Jay Hauhn. “The leadership she has demonstrated as co-chair of our Education Committee since 2012 has resulted in significant upgrades to our educational programs. I am excited about her bringing this leadership and dedication to the CSAA Board.” “It is a privilege and an honor to be asked to participate as a board member for CSAA. The association is a driving force in the industry representing its members in important initiatives effecting our industry,” said Gonzalez. “The security industry is experiencing rapid change more than ever in our history. Our association must also change to continue to be relevant and provide continued value to its members. It takes a lot of work, commitment and courage to make changes. CSAA is at a pivotal point of change, and it’s exciting to be a part of that change.” Ms. Gonzalez is a 35-year security industry professional with over 28 of those years managing personnel, business operations and technical advancements in the central station environment. She joined United Central Control, Inc. (UCC) in 1997 as the Assistant Operations Manager where she was responsible for all technical and operational aspects of the company. In 2004 she was promoted to General Manager and in 2005 to Vice President. In 2008 Gonzalez was promoted to the position of President, and appointed to the UCC Board of Directors in 2014. “I look forward to working more closely with President Hauhn and the great group of successful business owners, executives and advisors who are on the CSAA board today,” said Gonzalez. “Learning from their experience and knowledge will be an added bonus.”

2014 President’s Special Recognition Awards CSAA announced three recipients of the CSAA International President’s Special Recognition Award for 2014. They are Shannon Woodman, Washington Alarm, Inc., Seattle, WA;

Stanley Oppenheim, DGA Security Systems, Inc., New York, NY; and Harlin McEwen, International Association of Chiefs of Police, Ithaca, NY. Each year the President of CSAA can elect to recognize special individuals who have given of their time and efforts to the association. These awards are usually presented during the association’s annual meeting in October, but this year were delayed until the end of the year because CSAA’s event, scheduled to be held in Bermuda, was canceled due to Hurricane Gonzalo. “Shannon Woodman was selected as a recipient of a 2014 President’s Special Recognition Award in recognition of the time she has committed as chairperson of the Membership Committee. Under her leadership we have seen membership in CSAA increase and we are grateful for her input and guidance in leading us forward,” said Jay Hauhn, president of CSAA. Hauhn stated that “Stanley Oppenheim is a recipient this year because of the many years he has devoted to serving on the CSAA board, for his strong support of CSAA’s branding efforts and especially for his leadership in spearheading the creation and installation of the alarm museum housed in the CSAA offices,” said Hauhn. “The museum created a much needed repository for the many significant artifacts that comprise the history of our important industry. We are certain that the museum will continue to grow under his strong guidance.” Harlin McEwen was selected as a recipient of a 2014 President’s Special Recognition Award in recognition Stanley Oppenheim with his CSAA of his service, commit- President’s Special Recognition Award. Photo courtesy of Stanley Oppenheim. ment and support of CSAA and the alarm industry. Hauhn noted that “with more than five decades of experience as both an advocate for public safety telecommunications issues and as a career law enforcement officer and administrator, he has left an indelible mark and we cannot thank you enough for your service.“ (CSAA News continued on page 22)

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CSAA NEWS from page 20

CSAA Signature Series Webinars CSAA’s Signature Series Webinars for 2015 will kick off in March. Topics scheduled include Internet Neutrality; Alarm Company Insurance; UL827 Updates; Cybersecurity; H.264-5 Video; and Employment Law. Visit csaaintl.org for details. Webinars are presented free of charge to CSAA members. INTERNATIONAL

CENTRAL STATION ALARM ASSOCIATION

Central Station Operator Level 1 and 2 Online Courses Under Review In early 2015, CSAA member volunteers assisted the CSAA Education Committee to review and update course material contained in the Central Station Operator Level 1 and Level 2 courses. The initial review period ends March 30, with the revised courses launching later this year. Watch for updates in Signals and Dispatch.

Bold Technologies and CSAA Partner to Promote Industry Excellence Bold Technologies continues to support the CSAA Five Diamond Program by providing sponsorships for central stations that wish to seek their Five Diamond Certification. CSAA Five Diamond companies must have every operator complete the CSAA Central Station Operator Level I Online course. For central stations that purchase Manitou software and would like to obtain their Five Diamond Certification, Bold Technologies will pay for operators to take the CSAA Operator Level I course. Chuck Speck, Vice President of Bold Technologies, says, “We are proud to partner with the CSAA for this sponsorship program. Our Manitou software and the CSAA Five Diamond

Program is a winning combination of innovative technology and professional development so alarm companies can achieve higher levels of performance and productivity.” To find out more about the Bold Technologies CSAA Five Diamond Sponsorship program, visit www.boldgroup.com/ partners/CSAA/FiveDiamond.

Progress on Revision of CSAA Standard CS-V-01 Due to new technologies and successful efforts to reduce false alarms, CSAA International is in the process of developing a revision of the Alarm Verification and Notification Procedures Standard (CS-V-01). This standard defines methods by which false dispatches can be greatly reduced — with the intent to increase efficiencies by reducing costs and eliminating wasteful efforts associated with potential false alarms. Last year, CSAA issued a call for public comments which ended January 16, and on February 19, the CSAA standards committee met at CSAA headquarters to review the comments and issue a second draft. This standard, which has been adopted by various states and local units of government, is to be used by alarm monitoring facilities and by state and local units of government in their development of consistent administration criteria for alarms. It recognizes the lifesaving benefits provided by professionally-monitored security and fire alarm systems. “CS-V-01 has done its part over the last 10 years to significantly reduce false dispatches. Recognizing that video and audio are becoming increasingly important and effective technologies required for alarm verification to create an even greater reduction in false dispatches, we are working with PPVAR to ensure these technologies are included in our revised CSAA standard, “ said Louis Fiore, CSAA Executive Vice President and chair of the CSAA Standards Committee. “To use an analogy, as one can squeeze a sponge to remove all its water, these technologies will continue to attack false dispatches to get us ultimately to an irreducible minimum.” Watch for updates in the coming weeks.

Spring 2015 Advertising Index CSAA International thanks the following advertisers for their generous support.

DSC/Sur-Gard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 www.dsc.com Honeywell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 www.honeywell.com/security

Altronix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 www.altronix.com

CSS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 www.comservicesolutions2.com

MAS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 www.masmonitoring.com

Bold Technologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 www.boldgroup.com

DICE Corporation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 www.dicecorp.com

The Mechanic Group . . . . . . . . . . . . . . . . . . . . . . . . . . 39 www.mechanicgroup.com

Bosch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 cloud.boschsecurity.com

DMP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 www.dmp.com

MKS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 www.microkey.com

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CSAA Member News CSAA International is pleased to bring you the following news from and about CSAA members. Please send your news items and announcements to communications@csaaintl.org. DMP Digital Monitoring Products (DMP) has promoted Jack Conard to his new role as Director of Sales, West. In this position, he will manage, guide, motivate, and lead DMP Dealer Development Managers (DDMs) in the region. Working through and with the DDMs, Jack will help enhance the capabilities of DMP authorized dealers, leading to higher levels of customer support, additional sales of DMP products, and increased dealer success. Conard began his career in the security industry in 1992 with Rollins Protective Services. He subsequently held sales and management positions in several other security-related organizations, including serving as Director of Commercial Sales with Protection One, Inc. He joined DMP in early 2014 as the Director of Market Development, Retail Solutions, West, the position he held prior to his recent promotion. DMP has named Reece Tarwater as the Dealer Development Manager in the company’s Texas Region. He will be responsible for developing new sales and providing ongoing service to DMP authorized dealers throughout the state, helping them grow their businesses. Before coming to DMP, Tarwater was a Senior Security Consultant for Federal Protection where he provided customers with intrusion/detection, fire, access, and video systems. Prior to that he worked in banking, where he gained firsthand experience regarding the unique requirements of financial institutions, one of the key vertical markets served by DMP. He earned a bachelor’s degree in marketing at Missouri State University, where his studies included sales management, business, and marketing. DMP has named Derek Ottman as Dealer Development Manager for the Midwest Region, which includes Illinois, Minnesota, Wisconsin, and eastern Iowa. He will be responsible for developing new sales and providing on-going service to DMP authorized dealers throughout the region, helping them to grow their businesses.

Prior to joining DMP, Ottman was a Security Integrator with JSM Secure, a family-owned and operated, full-service security dealer located in Sheboygan Falls, WI. He was the lead commercial and industrial sales representative who was also responsible for programming more-complex installations. He acquired many of his technical skills as an Electronics Technician while serving in the United States Navy. DMP International has named Carlos Mecca as Director of Sales, Latin America for DMP International. This territory includes South America, Central America, Mexico, and the Caribbean. He will be responsible for developing new sales channels and providing on-going support for existing DMP customers. Mecca has an engineering, technical and sales background, including the last 10 years directing the sales efforts for key brands at Tyco International.

TRI-ED TRI-ED Distribution announced the promotion of Ken Cabler to Vice President of U.S. Sales. Cabler, with over 30 years of security industry experience, joined TRI-ED in 2005 as Regional Manager and was later appointed Regional Vice President for the Central U.S. “Ken has always been a key member of our team and a driver in TRI-ED’s tremendous growth over the past ten years,” says Pat Comunale, TRI-ED’s President of Global Security Solutions. “Ken’s deep knowledge of the industry will continue to serve our customers and staff in his new role as VP of U.S. Sales.” Cabler, who is based in Dallas, adds, “I am very honored to have been promoted to this new position and look forward to leading TRI-ED’s outstanding U.S. sales team in my new role.” Depending on how this rolls out, I may add an additional announcement at the end. I think there will be a little extra room.

Microkey is Now MKS Thirty years ago, Atlee Mercer, an alarm dealer from Pennsylvania, saw the growing need for a software solution designed

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Lowitt Alarms & Security Systems Andrew Lowitt, Vice President of Hicksville-based Lowitt Alarms & Security Systems, was recently honored at the Nassau County Law Enforcement Exploring Board 2014 Person of the Year Dinner sponsored by the Nassau County Police Department Law Enforcement Exploring Program. Lowitt was presented with the prestigious Theodore Roosevelt Award by the Nassau County Police Department Law Enforcement Exploring Board and the Theodore Roosevelt Council of Boy Scouts of America. The award is bestowed upon a volunteer who has exemplified the ideals and values of the Law Enforcement Exploring Program, and has demonstrated dedication to the youth of the exploring program as well as given selflessly for the benefit of the youth and the citizenry of Nassau County.

From left: Gary Shapiro, Nassau County Police Department Detective Sergeant, Community Affairs; Steve Norman, Co-Chair Nassau County Police Explorer Board of Directors; Andrew Lowitt, Vice President of Lowitt Alarms, Hicksville, N.Y.; Thomas Krumpter, Acting Commissioner, Nassau County Police Department, and Mario Doyle, Co-Chair Nassau County Police Explorer Board of Directors.

specifically for the security alarm industry, and Micro Key Software was born. Founders Atlee Mercer and Wayne Torrens created a new space for software that was designed by and for alarm dealers to help meet the ever changing needs of dealers. Now, Micro Key Solutions is one of the industry leading software providers for alarm dealers and central stations in more than 45 countries. The company recently unveiled a new name — MKS — and logo. “As we enter our 30th year as a company, we realized this is the perfect time to debut this new branding for our company,” stated MKS President Victoria Ferro. “Reaching this milestone is a great accomplishment for us, and I feel we have the industry’s leading Central Station, Accounting and Service solutions available along with a highly talented and dedicated staff that will continue to allow MKS to thrive for the next 30 years and beyond.”

TRI-ED Sales Meeting Rallied Support for Mission 500 Charitable Cause At Tri-Ed’s annual Sales Meeting, held recently at the Marco Island Marriott in Marco Island, Florida, the Tri-Ed and Anixter teams, along with several supporting supplier partners, proudly participated in a Mission 500 teambuilding event. They gathered to organize and pack up 450 backpacks filled with notebooks, folders, rulers, pencils, and many other items necessary for childhood education. The backpacks are being distributed via World Vision to children in need. Mission 500 is a strictly non-profit organization dedicated to Spring 2015

serving the needs of children and communities in crisis. Since 2007, when Mission 500 was introduced into the Security industry, the charity has gained the support of many segments of the industry, including associations, distributors, individuals and manufacturers. Mission 500 focuses on helping needy children and communities throughout the world by providing a sustained flow of food, clothing, and education to those children who might otherwise be malnourished, diseased, or without the necessary skills to provide for themselves and families. “Our 2014 Annual Sales Meeting was a tremendous success and a perfect opportunity to bring our sales organization and key suppliers together,” Tri-Ed President Pat Comunale reports. “We were thrilled to also take this opportunity to support such a worthy cause as Mission 500. They do wonderful work and it was our honor to support their cause on behalf of children in need.” TRI-ED’s sales meeting hosted over 400 participants, including TRI-ED/Anixter staff, valued supplier partners, Mission 500 teambuilding organizers, and several guest speakers/ entertainers. The annual event celebrates, at the close of each year, TRI-ED’s unity, strength, growth, and teamwork. www.csaaintl.org • CSAA Dispatch | 25

CSAA Five Diamond Central Stations These central stations have received or renewed their CSAA Five Diamond certifications since the publication of the Winter 2014 issue of Dispatch. CSAA applauds their commitment to the highest training standards in the central station monitoring industry. 1Time, Inc. since 5/2009 Baton Rouge, LA www.1timesecurity.com

Comporium SMA Solutions, Inc. since 5/2009 Baton Rouge, LA www.comporium.com

Safety Systems, Inc. since 5/2009 Baton Rouge, LA www.safetysystemsinc.net

Ackerman Security Systems since 5/2009 Baton Rouge, LA www.ackermansecurity.com

Custom Alarm since 5/2009 Baton Rouge, LA www.custom-alarm.com

Security Solutions, Inc. since 5/2009 Baton Rouge, LA www.securitysolutions.com

AFA Protective Systems, Inc. since 5/2009 Baton Rouge, LA www.afap.com

Diebold, Inc. since 5/2009 Baton Rouge, LA www.diebold.com

Supreme Security Systems, Inc. since 5/2009 Baton Rouge, LA www.supremealarm.com

Alarm Center, Inc. since 5/2009 Baton Rouge, LA www.acimonitoring.com

Guardian Protection Services since 5/2009 Baton Rouge, LA www.guardianprotection.com

Total Monitoring Services, Inc. since 5/2009 Baton Rouge, LA www.tmscentral.com

Alarm Detection Systems, Inc. since 5/2009 Baton Rouge, LA www.adsalarm.com

LDS Church Security since 5/2009 Baton Rouge, LA www.ldschurch.com

Vancouver Fire and Radius Security since 5/2009 Baton Rouge, LA www.vanfire.com/

Allstate Security Industries, Inc. since 5/2009 Baton Rouge, LA www.allstatesecurity.com

Loss Prevention Services, Inc. since 5/2009 Baton Rouge, LA www.lpssecurity.com

Vyanet Security & Technology since 5/2009 Baton Rouge, LA www.vyanet.com

Amherst Alarm, Inc. since 5/2009 Baton Rouge, LA www.amherstalarm.com

Peak Alarm Company, Inc. since 5/2009 Baton Rouge, LA www.peakalarm.com

WM Security Services, Inc. since 5/2009 Baton Rouge, LA www.wm.com

Atlantic Coast Alarm, Inc. since 5/2009 Baton Rouge, LA www.atlanticcoastalarm.com

Reliance Protectron Security Services since 5/2009 Baton Rouge, LA www.protecron.com

Questions about the CSAA Five Diamond program? Contact Malory Todd at mtodd@csaaint.org or 703-242-4670 x24.

Atlas Security Service, Inc. since 5/2009 Baton Rouge, LA www.atlassecurity.net Bay Alarm since 5/2009 Baton Rouge, LA www.bayalarm.com CenturyLink Security since 5/2009 Baton Rouge, LA www.centurytel.com

2015 CSAA Five Diamond Marketing MARVEL Awards — Apply Online Now Want to see your company recognized for your marketing prowess? How about featured in Security Sales & Integration and in CSAA Dispatch, and spotlighted at this summer’s ESX 2015? A Central Station Alarm Association and Security Sales & Integration Award ©2015

Apply now for the CSAA Five Diamond Marketing MARVEL Award! Sponsored by SSI and CSAA, this program recognizes CSAA Five Diamond companies that have used that designation to advance themselves in the market.

MARKETING MARVEL

Find more information and apply by April 20 at: csaaintl.org/csaa-five-diamond-marketing-marvel-awards/.

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Spring 2015

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Regulatory Update Wireless Report

By John Prendergast

FirstNet Update As FirstNet progresses toward implementation of the National Public Safety Broadband Network, it is buoyed by the final results of the AWS-3 auction on January 29, 2015. When the dust settled, the auction raised a record total of $41.3 billion net of bidding credits for the 1,611 AWS spectrum licenses sold by the FCC (gross bids totaled $44.9 billion). This all but assures that FirstNet will receive the $7 Billion in funding for construction of its network out of auction proceeds, as promised by the 2012 Jobs Act. However, flies in the ointment continue: On Dec. 9, the New York Times reported that the FirstNet board paid “no systematic attention to potential conflicts of interest” among its members, several of whom have financial ties to the telecommunications industry, according to a report released on Tuesday by the Commerce Department’s inspector general. In particular, members of the board of FirstNet allegedly did not file timely public financial disclosure reports, the report said. The board’s contracting practices also lacked the required transparency, the report said, resulting in inadequate oversight of hiring and the payment of erroneous costs during the board’s first year in operation. Six of the board’s 15 members are current or former telecommunications company executives, including the board’s current chairwoman and its founding chairman.

The Commerce Department/NTIA has indicated that it “concurs with the recommendations” to enforce disclosure requirements and to enhance contracting procedures. Representative Greg Walden, an Oregon Republican who leads the House Communications and Technology Subcommittee, expressed disappointment and promised to conduct hearings next year. This controversy is the ongoing aftermath of Iowa Sheriff Paul Fitzgerald’s objections from nearly two years ago. On the one hand, this situation is in part the natural outgrowth of the formula that Congress set up for Firstnet, namely to have a board made up of public safety officials AND telecom industry experts. While one could say that involving private sector telecom execs has a bit of the fox guarding the henhouse aspect to it, those execs have the most experience in building and making a workable business plan for a broadband network; and most seem to agree that Firstnet’s use of at least portions of commercial wireless networks is the only way that Firstnet will get off the ground in a reasonable timeframe. The surprising thing is that the telecom execs have apparently not come into full compliance so many months after Fitzgerald raised his concerns. Perhaps the appointment of Stuart Kupinsky as Firstnet’s general counsel will bring some order and urgency into the process. But in the meantime, this has now become a bit of a hot button with the House Subcommittee. It will be up to Firstnet to get its house in order quickly and emphasize the public safety nature of the project to stave off any temptations by Congress to turn this into a political football. In the meantime, the alarm industry should continue to focus on its potential participation in FirstNet. As described at the December AICC meeting, devices that will access

the NPSBN must be approved by the National Institute of Standards and Technology (NIST), which is part of the Dept. of Commerce. Alarm manufacturers will need to keep this in mind, and identify approval procedures, when making alarm devices that may access the NPSBN.

Through-Wall Imaging Radar Becomes a Reality: A TwoEdged Sword for Alarm Industry? USA Today and other news sources reported last month that the FBI, US Marshalls and certain police departments are now using radar that can “see through walls”. According to USA Today, “The radars work like finely tuned motion detectors, using radio waves to zero in on movements as slight as human breathing from a distance of more than 50 feet. They can detect whether anyone is inside of a house, where they are and whether they are moving.” This appears to be the fruits of the through-wall imaging technology that the FCC authorized for experimental purposes as part of the “Ultra Wideband” rulemaking several years ago. Already, civil rights advocates are asking whether use of through wall imaging constitutes an illegal search and/or an invasion of privacy for constitutional purposes. Still others are asking whether this technology will also allow the bad guys to more easily case houses and plan break-ins. For the alarm industry, the question is two-fold: Will this become a tool that alarm companies can provide to their armed guard response to enhance their effectiveness and safety? And if this technology finds its way into the hands of criminals, what measures must be instituted to protect against this increased threat? Are there countermeasures that can be taken to prevent its use by unauthorized personnel, such as jamming?

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Attention Alarm Equipment Manufacturers: FCC Outsources RF Equipment Certification, and Updates Testing and Measurement Standards As reported in greater detail in a recent Signals article, on December 30, 2014, the FCC issued a Report and Order in ET Docket No. 13-44, updating the Commission’s radiofrequency (RF) equipment authorization program to expand the use of Commissionrecognized Telecommunications Certification Bodies (TCBs) as a faster and less expensive way to certify equipment. The TCB program up until now allowed equipment manufacturers to go to a private sector certification contractor rather than going through the full FCC Equipment Certification process, but only for certain categories of equipment. The new rules essentially outsource the entire certification process to the TCBs, in the name of facilitating the more rapid introduction of new and innovative products to the market while ensuring that these products do not cause harmful interference. Specifically, the new rules: ■■

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Discontinue FCC acceptance of applications for equipment Certification of RF equipment and instead permit TCBs to process and grant all applications for Certification (FCC will stop accepting applications upon the effective date of the Order, which is 30 days after Federal Register publication); Codify a pre-grant approval procedure that TCBs must currently follow when certifying equipment based on new technology that requires consultation with the FCC; Clarify a TCB’s responsibilities in performing post-market surveillance of products it has approved; Specify steps for addressing instances of deficient TCB performance, including appropriate sanctions for deficiencies that do not warrant rescinding a TCB’s authority to issue a grant of Certification; Modify the rules to reference new

Spring 2015

standards used to accredit TCBs that approve RF equipment under Part 2 of the Commission’s rules and terminal equipment under Part 68 of the Commission’s rules; ■■

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Require accreditation of all laboratories that test equipment subject to any of the certification procedures under Part 2 of the Commission’s rules and codify a procedure through which the Commission currently recognizes new laboratory accreditation bodies; Update references to industry measurement procedures in the Commission’s rules; and Provide greater flexibility under the Office of Engineering and Technology’s (OET) existing delegated authority to enable it to address minor technical issues that may be raised when updating to the latest versions of industry standards that are referenced in Parts 2, 5, 15, and 18 of the Commission’s rules.

There are currently 36 TCBs recognized by the Commission to provide equipment authorization services and manufacturers can choose their TCB based upon a variety of factors most relevant to them, including experience, speed, and cost. Inovonics Temporary Exemption: The FCC agreed to address a specific and narrow concern raised by Inovonics, which had pointed out that, while its products meet the frequency hopping requirements for unlicensed devices in Section 15.247(a)(1)(i) using the bandwidth measurement procedure in ANSI C63.4-2003, it would be unable to meet the frequency hopping requirement using the proposed bandwidth measurement procedure in ANSI C63.10-2009 due to difference in resolution bandwidth setting techniques when measuring occupied bandwidth. Inovonics asserted that by having to redesign future products to meet the frequency hopping requirement, it would impose burdens on consumers of large-scale unlicensed systems, who would no longer be able to modify their existing systems without substantially replacing all of their equipment. The FCC agreed that

application of the 2009 standard would result in Inovonics’ existing consumers, with relatively little warning, having to choose whether to replace entire systems or forego the benefits of updating equipment or expanding their existing installations. Accordingly, in the evaluation of devices from Inovonics that are designed to be compatible with Inovonics equipment that has already been authorized, the FCC will continue to accept the bandwidth measurement procedure in ANSI C63.4-2003 for purposes of demonstrating that products meet the frequency hopping requirements for its unlicensed devices in Section 15.247(a) (1)(i). Inovonics must phase out its use of the 2003 standard after December 31, 2020, or when the FCC adopts further revisions to the standard, whichever occurs first.

Vivint’s Customer Service Efforts in Tornado-ravaged Joplin, Missouri Shows Potential Need for Emergency Back Up Radios The need for alarm companies to be able to coordinate with personnel out in the field without cellular communications was highlighted by Clive Sanderson of alarm service provider Vivint, which had to send employees out to reach displaced customers in the wake of the May 2011 tornado in Joplin, Missouri: “The main damage zone didn’t have cellular coverage, so we could not reach those customers by phone. We worked our way into what looked like a war zone. The team was not mentally prepared for what we experienced. It was unbelievable.” This incident was reported in BusinessWeek magazine (http://www.businesswire.com/news/ home/20110527005308/en/VivintsCustomer-Service-Takes-MeaningTornado-ravaged-Joplin#.VKtZRmdOXIU. story). The story discusses how Vivint had to send employees out into tornado ravaged areas because there was no phone or cell service, so they could check on their customers. Vivant not only had to determine security status of customers, but ended up delivering food, water and other supplies.

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REGULATORY UPDATE Vivint had just launched a free tornado alert service for U.S. customers living in states most impacted by tornados, including: Alabama, Arkansas, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Minnesota, Mississippi, Missouri, Nebraska, North Carolina, North Dakota, Oklahoma, South Carolina, South Dakota, Tennessee, and Texas. Once a tornado alert has been issued by the National Weather Service, the information is relayed to Vivint customers via the Go!Control panel. The Joplin tornado not only highlights the usefulness of the tornado alert service, but also underscores the need for alarm companies to be able to stay in touch with field personnel when traditional means of communication (telephone and commercial wireless service) are knocked out of commission during an emergency. Having a backup radio network using central station alarm channels can help fill that need. Contact Lou Fiore or John Prendergast for information on how to obtain an FCC license for the frequencies set aside for central station use.

FCC Extends Deadline to Comment on NPRM on Unlicensed Operation in the TV Bands, 600 MHz Band On December 10, the FCC adopted an Order extending the deadline for comment in the proceeding on unlicensed operations in the televisions and repurposed 600 MHz bands (ET Docket No. 14-165, GN Dockets No. 14-166 and 12-268). Comments are now due on February 6, 2015 and reply comments are now due on February 25, 2015. As discussed in recent Wireless Reports, unlicensed spectrum in the TV/600 MHz band can benefit the alarm industry by providing a longer range option for off the shelf unlicensed devices. Alarm manufacturers will want to monitor and participate. To the extent that unlicensed alarm devices are being made or planned for the TV white space and newly-created

unlicensed 600 MHz spectrum, it will be important for AICC and alarm equipment manufacturers to monitor this proceeding to ensure the Commission makes good on its designs to avoid increasing harmful interference in these bands. Comments on the proposal will now be accepted through February 25, 2015.

Update on Fake Towers Recently, reports have cropped up about the use of “fake” cell towers to track cell phone users. The tower essentially “tricks” cellular devices into connecting, thereby allowing the tower to collect location and other data from the device. There is growing concern that entities other than law enforcement may be using this technology. FCC Chairman Tom Wheeler has advised that a recently-created special task force will “initiate immediate steps to combat the illicit and unauthorized use of IMSI catchers,” as these devices are commonly called. On January 2, Fox News reported that the Senate Judiciary Committee wants more answers about law enforcement agencies across the country deploying surveillance technology, including trick cellphone towers, that gather cellphone data. A bipartisan letter was sent to the departments of Justice and Homeland Security, following a recent FBI policy change regarding search warrants that committee leaders say raises questions about privacy protections and how the equipment was used. Among the tools singled out in the letter is a Stingray, a device that pretends it is a cellphone tower and tricks cellphones into identifying some of their owners’ account information. In addition, the U.S. Marshal Service is deploying an airborne device — called a “DRT box” or “dirtbox” — from five metropolitan-area airports across the United States that also “mimic standard cell towers, forcing affected cell phones to reveal their approximate location and registration information,” the Dec. 23 letter states.

Law enforcement authorities have said the technology, which allows police to obtain cellphone information without having to ask for help from service providers, is useful for catching criminals, though civil liberties advocates have raised privacy concerns. Since these towers can trick cellular devices into connecting with them, and in some cases actually intercept calls and data, there may be some concern when it comes to alarms transmitted by cellular devices, similar to the concerns raised in the prison system proceeding. Alarm manufacturers and users of cellular-based alarm devices may want to determine from AT&T whether it is implementing protective measures. ESD America, a privacy group that played a role in discovering the fake towers, announced in a November 27 article that it is embarking on a nationwide tour to discover the extent of eavesdropping that is going on through the use of these cell site simulators, which can be as small as a suitcase, or can be fit into a copier or other office machine. “The real concern, we believe, is the foreign nationals coming into this country,” ESD Director Buzz Bruner told TheBlaze magazine. “They can come in they can buy a laptop, a couple radio antennas, and they can get special software downloaded from their home country, and all of a sudden they have a pretty effective GSM cell simulator.” Bruner noted in each of these locations there may be secret government facilities being targeted, illegal corporate spying taking place, or merely nosy neighbors dipping into unprotected conversations. Alarm companies will also have to game plan against such infiltration of their protection services through use of these miniaturized devices.

FCC Adopts New Indoor Location Accuracy Requirements for Wireless E911 The FCC has adopted amendments to its Enhanced 911 (E911) rules,

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incorporating indoor location accuracy standards because location accuracy technologies optimized for outdoor calling often do not work effectively or at all when calls are made indoors. According to the FCC, the new rules establish clear and measureable timelines for wireless providers to meet indoor location accuracy benchmarks, both for horizontal and vertical location information. The Commission said that its requirements and timeframes give similar weight to proposals agreed to last November by the four nationwide CMRS providers in conjunction with APCO and NENA, as well as a separate submission by the Competitive Carriers’ Association (CCA). The Commission noted that no single technological approach will solve the challenge of indoor location, and no solution can be implemented overnight. The new requirements therefore enable wireless providers to choose the most effective solutions and allow sufficient time for development of applicable standards, establishment of testing mechanisms, and deployment of new location technology. The alarm industry will want to determine whether the more accurate indoor location technology can offer advantages for future wireless alarm devices and monitoring efforts.

FCC Enforcement Actions FCC Issues Warning — Signal Jammers Illegal, Even For State and Local Governments The FCC is once again warning the public that the use of signal jammers is illegal. What is different about this warning is that the FCC has also targeted state and local governments, including state and local law enforcement agencies and educational institutions. Simply put, if you are not an authorized Federal agency, you may not utilize signal jamming equipment. There are indications that various state Spring 2015

and local agencies use signal jammers to block cell signals for a variety of reasons. Frequently, these are used in the jail/correctional and educational environments. The FCC’s latest warning indicates that even though state or local governmental agencies may have a public interest reason to block cellular signals in or near a particular facility, such action is illegal and could result in fines in excess of $100,000 per violation. The use of signal jammers in the United States is not permitted because they are illegal radio frequency transmitters that are designed to block, jam or otherwise interfere with authorized radio communications – whether it be mobile two-way communications or commercial telephone two-way communications. As a result, these jammers indiscriminately block both cellular telephone communications and public safety radio communications, since the signal jammer is designed to block all radio communications on any device that is within range of the signal jammer. The blocking of cellular telephone communications makes it impossible for the user to make a 911 call in the event of an emergency. Additionally, signals from cellularbased alarm devices can be blocked.

Federal Aviation Administration Streamlines its NOTAM System to Improve Light Outage Reporting For alarm companies that own or use antenna structures that require aviation safety lighting: The Federal Aviation Administration has developed plans to streamline its processes with respect to Notices to Airmen (NOTAMs). NOTAMs are critical for aviation safety and are used to notify pilots of various conditions, including light outages and other lighting defects on antenna towers. Under the FCC’s Rules, tower owners are required to notify the FAA within 30 minutes of discovering a light outage or malfunction. Currently, the NOTAM is valid for 15 days, which means that the tower owner must again contact the FAA to cancel the NOTAM

and have it reissued if the repairs have not been completed. In this regard, the FCC noted that there are circumstances where it is not possible to make repairs within the 15-day NOTAM period. Additionally, because NOTAMs are now submitted electronically, the FCC and FAA were concerned that the proliferation of electronic filings could make it difficult for the FAA and FCC to track the status of antenna tower – which could then have an adverse impact on aviation safety. Once the system upgrades are complete (in early 2015), tower owners will be able to self-select the amount of time needed to repair a faulty tower light or tower lighting. It is important to note that even though you will be able to select the time-period for the NOTAM, it is critical that it be affirmatively cancelled once repairs are complete, so that there is no pilot confusion. The FCC believes that the new process will ease administrative burdens on tower owners by allowing them to determine how long the NOTAM will remain in effect. The FCC cautioned that it will continue to monitor NOTAMs and may investigate those where a tower owner selects an unusually long period to make a repair, as well as circumstances where multiple NOTAMs have been issued for the same antenna tower within a relatively short period of time or where a tower owner fails to cancel a NOTAM once repairs have been completed.

FCC Issues Enforcement Advisory on Interference with Wi-Fi Hot Spots On January 27, the FCC’s Enforcement Bureau issued an Enforcement Advisory stating that no hotel, convention center, or other commercial establishment, or the network operator providing services at such establishments, may intentionally block or disrupt personal Wi-Fi hot spots on such premises, including as part of an effort to force consumers to purchase access to the property owner’s Wi-Fi network. www.csaaintl.org • CSAA Dispatch | 31

REGULATORY UPDATE According to the Bureau, such action is illegal and violations could lead to the assessment of substantial monetary penalties. The Advisory is a direct result of an investigation by the Bureau of Marriott International, Inc., which had deployed a Wi-Fi de-authentication protocol to deliberately block customers seeking to connect to the Internet through their own personal Wi-Fi hotspots while on Marriott property. Marriott settled the investigation by paying a civil penalty of $600,000. Following the investigation, the Bureau reportedly received a number of additional complaints suggesting that other commercial Wi-Fi network operators may be doing the same. The Bureau indicated it is investigating these complaints and will take appropriate action against violators. For alarm systems using Wi-Fi connectivity, this enforcement effort is a welcome development. In August 2014, Marriott International, Inc., Ryman Hospitality Partners and the American Hotel and Lodging Association requested that the FCC clarify the circumstances under which hotels may block customer Wi-Fi hotspots on their properties in order to protect the security of the hotel property’s Wi-Fi networks. In particular, the FCC was asked to clarify that use of FCC-authorized equipment in the monitoring of a Wi-Fi network to ensure the stability and reliability of the network would not violate the Communications Act or FCC’s Rules in those circumstances where its use also caused interference to mobile devices including Wi-Fi hotspots. While the hotels have argued that the use of Wi-Fi hotspots can subject a hotel’s Wi-Fi system to hacking, news reports indicate that Google, Microsoft and others believe that the hotel industry’s petition is merely a ploy to force hotel guests and convention exhibitors to utilize expensive in-hotel Wi-Fi systems rather than mobile hotspot devices that cellular carriers that

have already been paid for. In October, 2014, Marriott agreed to pay $600,000 to resolve an FCC investigation into whether Marriott had intentionally interfered with and disabled Wi-Fi networks established by consumers in the conference facilities of the Gaylord Opryland Hotel and Convention Center in Nashville, Tennessee, in violation of Section 333 of the Communications Act. This portion of the Act prohibits willfully or malicious interference to radio communications. In the course of the investigation, the FCC’s Enforcement Bureau determined that Marriott employees had used the containment features of a Wi-Fi monitoring system at the Gaylord Opryland to prevent individuals from connecting to the Internet via their own personal Wi-Fi networks, while at the same time charging consumers, small businesses, and exhibitors as much as $1,000 per device to access Marriott’s Wi-Fi network. In some cases, employees sent de-authentication packets to the targeted access points, which would dissociate consumers’ devices from their own Wi-Fi hotspot access points and, thus, disrupt consumers’ current Wi-Fi transmissions and prevent future transmissions.

Wireline Report

By Mary J. Sisak

STA Seeks Forbearance of Various LEC Requirements, Including ONA The United States Telephone Association ( USTA ), primarily representing the former Bell Operating Companies, filed another petition for forbearance with the FCC, which in material part, seeks to do away with the ONA Rules. The ONA rules were

adopted by the FCC in the late 1980’s after a major struggle between the Enhanced Service Provider community (like the alarm industry, the computer processing industry, banks, newspapers and voice mail industries) and the BOCs. The purpose of the rules was to create a level playing field for those industry companies who purchase connectivity from the BOCs, while competing with the enhanced services industry at the same time. The rule making was occasioned, at least in part, by the fact that the BOCs were poised to enter these enhanced markets, after having been barred from them initially in the breakup of the former Bell System on Jan. 1, 1984. (Today’s regulatory parlance now calls the former ESPs Information Service Providers.) USTA and Verizon have tried at least twice before to have the ONA requirements lifted through a statutory device in the Telecom Act known as “ Forbearance”. They have been unsuccessful every time and AICC has been the principal opponent of these efforts. The last such effort, by USTA, was another forbearance request which culminated in another Order denying the forbearance request. The Order relied in significant part upon showings made by AICC. On December 5, 2014, AICC joined with Full Service Network, LP (FSN) in opposition to a USTA’s petition. In the filing, AICC discussed the fact that USTA’s petition was anticompetitive and therefore failed the statutory forbearance criteria, and specifically noted the detrimental impact of the requested relief upon alarm monitoring and voice mail services. AICC and FSN further noted that the petition was frivolous because the Commission had already rejected an earlier USTA petition seeking almost identical relief, and that it was inappropriately filed because the Commission had designated another proceeding in order to consider the elimination of ONA elements. On December 22, 2014, AICC filed brief reply comments in support of

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the comments filed by COMPTEL and NASUCA, each of whom argued that USTA failed to make the threshold statutory showing that forbearance will promote competition among providers of telecommunications services and that forbearance is therefore in the public interest.

FCC Initiates Rulemaking on Backup Power and Copper Retirement; Issues Declaratory Ruling on Section 214 Filings The FCC issued a Notice of Proposed Rulemaking (NPRM) and Declaratory Ruling (DR) on a number of issues raised by AICC and others in connection with copper retirement and the transition of networks to Internet Protocol. The NPRM addresses three primary issues: backup power; network change notification procedures; and the Section 214 process. In comments filed on February 5, 2015, AICC supported the Commission’s proposal to require facilities-based fixed voice services that are not line-powered to provide backup power that is capable of powering their customers’ CPE during the first eight hours of an outage. However, AICC urged the Commission to expand a backup power requirement in two ways. First, broadband network facilities also should have backup power. All broadband networks should be required to provide twenty-four (24) hours of standby power supply capacity for communications equipment that is field deployed and twenty-four (24) hours of standby power supply capacity for communications equipment located at the central office or its equivalent. Second, these requirements also should apply to wireless broadband networks and services. Under this proposal, for example, every cell site in a wireless system should have a mandatory twentyfour (24) hours of power backup. AICC argued that D Cell batteries are not an acceptable power source to ensure continued operation of voice communications, including access to 911 and life/safety applications because of their unreliability, including their likelihood to corrode when not properly Spring 2015

maintained and replaced. Other types of batteries, such as but not limited to Lithium-Ion and lead acid batteries, have a much greater life-span and would be more reliable options. No matter what battery is used, however, it should be rechargeable. AICC supported a requirement that customers must be given direct notice when a carrier intends to retire the copper facilities that serve the customer and the customer must be informed of the consequences of that action, including the fact that the customer will not have communication service during a power outage without a source of backup power. A notice period of a minimum of six months should be provided to give customers an opportunity to object or otherwise provide comment to the Commission and/or to seek an alternative service provider. AICC also supported a requirement that ILECs file an annual forecast with the Commission listing the central offices in which they intend to retire copper during the year and that an ILEC should be required to publish notice in the general media when it provides notice to customers that copper facilities will be retired in a specific area. With respect to Section 214 discontinuance filings, AICC argued that the Commission should consider attributes such as network capacity, call quality, device interoperability, 911 service, and call functionality when determining whether a service is an adequate substitute for a retail service a carrier seeks to discontinue. In addition, the Commission should consider whether the alternative service is functionally equivalent to traditional TDM-based telephone service with respect to dialing, dial plan, call completion, carriage of signals and protocols, and loop voltage treatment and whether it includes eight (8) hours of standby power supply capacity for provider provided CPE and twenty-four (24) hours of standby power supply capacity for the network provider’s facilities, both field deployed and at the central office or equivalent facility. Further, an alternative service that results in a change in 911 service, device

interoperability, or call functionality that is available to the consumer, or that fails to provide the consumer with the ability to maintain communication service during a power outage, would result in a reduction or impairment of service sufficient to deny a request for Section 214 discontinuance of service. Finally, although the alarm industry has had some success in trying to resolve issues on a voluntary basis with broadband providers, AICC stated that an entirely voluntary process has not been sufficient to “ensure” that alarm monitoring systems can transmit alarm signals properly during emergency situations. The proposals supported by AICC in these comments should help to ensure that consumers have access to communication services that are compatible with alarm services before TDM-based services can be discontinued. In addition, however, AICC encourages the Commission to make available a process where the parties could discuss their issues and/or differences with the Commission to try to reach a resolution when a voluntary process is unsuccessful. In the declaratory ruling, the FCC found that in determining the need for prior authority under section 214 to discontinue, reduce or impair service, the primary focus “should be on the end service provided by a carrier to a community or part of a community, i.e., the using public.” This finding is contrary to Verizon’s position that a change to a service that does not support access to third party services and devices that previously were supported does not constitute a discontinuance, reduction or impairment of service. Although the FCC argues that this interpretation of its 214 authority is in line with past precedent, others argue that it is an expansion of the section 214 requirement. In addition, although the FCC issued the DR, it did not find that Verizon is required to file a 214 application in connection with the network change notifications it has filed this past year to retire copper facilities. Thus, it appears that the network change notifications previously filed by Verizon, and opposed by AICC, will go forward. www.csaaintl.org • CSAA Dispatch | 33

REGULATORY UPDATE

Joint Board Examining Changes to the Universal Service Contribution Requirements The FCC has referred to the FederalState Joint Board on Universal Service the question of how to revise the universal service contribution mechanism. Currently, carriers and other entities providing interstate services and substitute services are required to contribute into the universal service fund (USF) based on their interstate revenues. Entities that contribute into the USF are allowed to place line-item charges on their enduser customers to recover these fees. There have been calls to reform the contribution mechanism for a number of years, fueled by the decline in interstate revenues and the FCC’s expansion of some aspects of the USF (like low-income support and support for schools and libraries). The Joint Board is considering a number of options, some of which could impact the alarm industry. In particular, the Joint Board will consider whether Information Service Providers should be required to directly contribute to USF. The Joint Board also is considering whether multi-line businesses should be assessed universal service based on a combination of their revenues and connections. The Joint Board is in the initial stages of its process. At this time, it appears that the Joint Board may not seek any additional comments before making a recommendation to the FCC. Once a recommendation is made, the FCC will seek comment on the recommendation. Accordingly, it is unlikely that a final order on a new contribution mechanism will be released before 2016. 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, DC. For more information, call 202-659-0830 or visit www.bloostonlaw.com.

CSAA New Members CSAA is proud to welcome the following new members to the association family NORTH AMERICAN MEMBERS Central Station, Inc., Birmingham, AL A 24 year contracting company, Central Station, Inc. in Birmingham, AL, provides monitoring for Burg, Fire, water control, Access control, Pers, GPS Transport, video and more. The family-owned, UL-listed central station is nationally recognized and serves both domestic US and Canadian customers. The company maintains several listings with accreditation listing services such as the Alabama Alarm Association and Nicet. www.centralstationinc.com Central Security Group Nationwide, Inc., Tulsa, OK 40 years ago, Central Security Group was founded by Mark Wilson. With more than 500 employees and 200,000+ residential accounts, it is ranked as the eighth largest residential security company in the country, servicing mostly the south and California. Privately held, the company’s majority owner is Summit Partners, and announced new leadership earlier this year with Richard Ginsburg named as the new CEO. The company is known for its interactive services with energy, live video, weather alerts, two way voice, water management and more. The UL-listed central station is located in Tulsa. www.centralsecuritygroup.com INTERNATIONAL MEMBER Master Alarm Services Limited, Contoments Accra, Ghana MasterAlarms Services Limited, formed in 2013, is a Ghanaian Technology Company that provides integrated security solutions to Residential Homes, Retail Shops and Corporate Institutions. The core competencies include Interactive Security, Video Monitoring, Home Automation and Access Control. With 38 employees, MasterAlarms provides services in Ghana and Nigera and is a strategic Partner with Alarm.com. www.masteralarms.net ASSOCIATE MEMBER Strandberg Consulting Group, Oxford, NJ Strandberg Consulting Group helps companies improve profitability, develop sales and marketing programs, launch new products or services, plan exit strategies, maximize recurring monthly revenue and position for growth. Principal Robert A. Shoremount has been an active practitioner in the electronic security industry for more than 35 years. His experience includes operations, sales, sales management, marketing and business development, process improvement project management, planning, due diligence, regulatory affairs, business administration technical troubleshooting and teaching. www.strandbergconsultinggroup.com

The CSAA 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@csaaint.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 no 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.

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Central Station Operator Level 1 Training Graduates

(Completed between Nov 20, 2014 and Feb 4, 2015)

FIRST LAST COMPANY Jeremy Abando Securitas Security Services USA Marwan Abdalla City Of Toronto Arlicia Adams CenturyTel Security Systems Greg Adkisson State Farm Central Monitoring Sofije Ahmeti API Alarm Inc. (CA) Rodney Akers San Angelo Security, an ASG Security company Tyler Almgren Alarm Specialist Corp Cheryl Andrew ADT Security Systems VI Inc. Ashley Arrington Per Mar Security Services Jessica Austin Ackerman Security Systems Melissa Bader Securitas Security Services USA Tori Badgett Time Warner Security Adriana Baez COPS Monitoring - New Jersey Gavin Bailey PasWord Protection Kofi Baka Capital One Lakeyia Baker Ackerman Security Systems Pat Bandeko State Farm Central Monitoring Jason Battiato RFI Peter Beard Vivint, Inc. Courtney Beaudry API Alarm Inc. (CA) Susan Beckman Interface Security Systems Everrod Bennett Scarsdale Security Systems, Inc. Audrey Bennion Vivint, Inc. Katrina Billups Alarm Detection Systems, Inc. Brittani Blough InterTECH Security Amanda Boerger Monsanto Company Clinton Boldt Interface Security Dale Bolton API Alarm Inc. (CA) Jessica Boughner Engineered Protection Systems, Inc. Shayla Brailey Acadian Inita Brown Ackerman Security Systems Stephanie Brown Checkview Corporation Jessica Bryan CPI Security Systems, Inc. Ann Buchi Peak Alarm Company Cory Burgess BC Hydro / Paladin Security Michael Burnett CS3 Quintay Butler Thrive Intelligence Celine Caballero United Central Control Talika Calaway Bay Alarm Daniel Cameron City Of Toronto Paloma Carranza The Madison Club Owners Association Troy Carroll Ackerman Security Systems Christian Castanon Monitronics International John Chance Statewide Central Station Courtney Chaney Monitronics International Ryan Chaney Deere & Company Torrie Charles Acadian Ali Chatha City Of Toronto Elaine Chineth Vivint, Inc. Vivian Cintron-Antonio Vector EAST Aieshia Clay-Tillman AT&T Randy Cochran Engineered Protection Systems, Inc. Spring 2015

GRADUATED 11/24/2014 1/2/2015 12/8/2014 2/3/2015 11/20/2014 1/14/2015 11/30/2014 1/23/2015 1/29/2015 1/27/2015 11/28/2014 12/12/2014 1/19/2015 2/2/2015 1/15/2015 1/27/2015 1/19/2015 1/23/2015 12/26/2014 11/22/2014 1/14/2015 12/16/2014 1/12/2015 12/17/2014 1/16/2015 1/8/2015 1/6/2015 12/5/2014 12/22/2014 12/22/2014 1/12/2015 12/12/2014 1/20/2015 1/16/2015 12/15/2014 1/28/2015 12/30/2014 12/2/2014 11/24/2014 1/13/2015 1/10/2015 1/27/2015 12/21/2014 12/12/2014 1/8/2015 12/5/2014 1/16/2015 1/5/2015 11/26/2014 1/6/2015 12/3/2014 12/29/2014

FIRST LAST COMPANY Britany Cole API Alarm Inc. (CA) Rishhe Cole API Alarm Inc. (CA) Lorraine Coleman Casco Security Samantha Collins FE Moran Medina Colon Diebold Courtney Combs VRI Jaclyn Connelly Diebold Amanda Conner CenterPoint Technologies Lynda Cook Statewide Central Station Chris Cordova United Central Control Karla Corella VRI Sean Cowell Time Warner Security Sharon Cox Interface Security Systems Shealee Crandall Vivint, Inc. Tonia Crank Vivint, Inc. Miprecious Craver Monitronics International Ian Crawford Alarm Center Inc. Brian Cruz Nationwide Digital Monitoring Co. Sulema Cruz Vivint, Inc. Robert D’Abreu API Alarm Inc. (CA) Jason Dale Statewide Central Station Adam Davis NEXgeneration Central Lazerrick Davis Vivint, Inc. Joseph Declet CPI Security Systems, Inc. Anthony Dello Russo G4S Technology Videsh Dookhu City Of Toronto Russell Dorsey Securitas Security Services USA Karen Drum Towne Monitoring Service Michael DuBose Vivint, Inc. Carlos Echevarría Genesis Security Services, Inc Jackie Edmondson Securitas Security Services USA Sabrina Eliysares RFI Kenneth Emmanuel G4S Technology Sandra Ennest API Alarm Inc. (CA) Megan Erlenbaugh Central Security & Communications Patrick Erwin CPI Security Systems, Inc. Adrian Esquivel Monitronics International Erika Facundo United Central Control Charlette Fain Sievers Security Mohamed Farah Thrivent Financial Stephanie Farfan VRI Josette Felger Vector WEST Bertha Fernandez San Angelo Security, an ASG Security company Clarissa Figueroa Alarm Tech Central Services, Inc. Donald Filer Amherst Alarm, Inc. William Fleetwood Fleetwood Security & Electronic Services Kourtney Floyd Monitronics International Kaely Forbus Interface Security Joe Francis The Madison Club Owners Association Kimberly Fransway Allstate Security Industries, Inc. Shalamar Frazier Vivint, Inc. Linda Furtado NEXgeneration Central

GRADUATED 11/28/2014 11/30/2014 12/5/2014 12/31/2014 12/5/2014 1/19/2015 12/5/2014 12/24/2014 12/19/2014 12/3/2014 1/19/2015 12/12/2014 1/14/2015 1/15/2015 1/16/2015 12/15/2014 1/20/2015 12/22/2014 12/16/2014 11/27/2014 12/19/2014 1/25/2015 11/25/2014 1/23/2015 12/20/2014 11/24/2014 12/4/2014 12/3/2014 11/20/2014 12/18/2014 12/3/2014 1/11/2015 1/9/2015 11/21/2014 1/5/2015 1/20/2015 12/16/2014 1/19/2015 12/4/2014 1/14/2015 1/19/2015 12/17/2014 1/16/2015 12/16/2014 1/24/2015 1/25/2015 12/29/2014 1/14/2015 12/17/2014 1/20/2015 11/26/2014 1/25/2015

www.csaaintl.org • CSAA Dispatch | 35

OPERATOR LEVEL 1 TRAINING GRADUATES FIRST LAST COMPANY Tiffany Gaden Securitas Security Services USA Morgan Galbraith Vector WEST Elizabeth Gallagher iWatch Communications Henry Gallegos Sentinelle Alarm Jose Gallegos The Madison Club Owners Association Griselda Garcia Monitronics International Juanita Garcia Monitronics International Josh Garner Avantguard Monitoring Centers Travis Gates FE Moran Chad Gautreau Paladin Security Group Jayde Gavin Capital One Steven Glowa Damar Security Services/ Security Response Center Matthew Goebel Diebold Jimmy Gomez San Angelo Security, an ASG Security company Irene Gonzalez Statewide Central Station David Graham Securitas Security Services USA Mokeva Green COPS Monitoring - New Jersey Kristen Greene Alarm Specialist Corp Rosemary Gresham Time Warner Security Gurpreet Grewal API Alarm Inc. (CA) Marie-Claude Griffiths Reliance Protectron Montreal Olet Guzman Securitas Security Services USA Victoria Hall Vector WEST Kai Hamilton Alarm Center Inc. Kierra Hamilton Monitronics International Allysia Handy CenturyTel Security Systems Britastina Hansen Vivint, Inc. Veronica Hansen VRI Samantha Hardy Monitronics International Sharon Hart ADT Security Systems VI Inc. Carol Hatfield AT&T Gayland Head Monitronics International Shemika Hearns Monitronics International Christina Heberer Interface Security Systems Ashley Hein Comtronics Sakita Helms COPS Monitoring - New Jersey Tyler Henderson Securitas Security Services CO Veng Her Turner Security Systems, Inc. Gema Hernandez Time Warner Security Ed Hicks BC Hydro / Paladin Security Josh Higgins United Central Control Hector Hilton AT&T Shari Hoag Vector WEST Joshua Hochberger Crime Prevention Security Systems, LLC Jessica Hogan Interface Security Systems Tammy Hunt Seacoast Security Paula Hunter COPS Monitoring - New Jersey Tonya Hutchinson API Alarm Inc. (CA) Richard Ippolito Monitor America Kyle Irwin Engineered Protection Systems, Inc. Christopher Jay Securitas Security Services CO Melissa Jeffers Diebold Dulce Jimenez Monitronics International Julianna Jirjis API Alarm Inc. (CA) Courtney Johnson Alarm Specialist Corp Crystal Johnson Interface Security Systems

GRADUATED 11/28/2014 1/15/2015 1/30/2015 1/28/2015 1/31/2015 12/28/2014 1/23/2015 1/2/2015 1/8/2015 1/3/2015 1/15/2015 1/5/2015 1/23/2015 1/14/2015 12/30/2014 12/1/2014 1/27/2015 12/1/2014 12/12/2014 11/29/2014 12/2/2014 12/10/2014 12/16/2014 1/22/2015 1/23/2015 12/5/2014 1/9/2015 1/19/2015 12/17/2014 12/25/2014 12/2/2014 12/16/2014 1/9/2015 1/20/2015 12/9/2014 2/1/2015 12/23/2014 1/30/2015 12/12/2014 1/9/2015 12/2/2014 12/2/2014 12/17/2014 12/30/2014 1/20/2015 1/16/2015 1/31/2015 12/8/2014 1/19/2015 12/18/2014 2/2/2015 12/15/2014 12/29/2014 11/27/2014 11/21/2014 1/14/2015

FIRST LAST COMPANY Melena Johnson Vivint, Inc. Menonca Johnson Interface Security Systems Scarlett Johnson Monitor America Tanya Johnson Vector EAST Thomas Johnston UAS Mohammad Joiyah Securitas Security Services CO Jasmine Jones UAS Samantha Jones Affiliated Monitoring Tanner Jones Vivint, Inc. Najwha Jordan Monitronics International Brittany Jordan Acadian Tanerica Joseph AT&T Brittany Kavalchick COPS Monitoring - New Jersey Lisa Keeler Towne Monitoring Service Ty Keller BC Hydro / Paladin Security Jake Kelly Allstate Security Industries, Inc. John Kelly Alarm Tech Central Services, Inc. Rachel Kelvin Statewide Central Station Jason Kerr Interface Security Line Khiev CPI Security Systems, Inc. Kevin Koechel Centra-Larm Monitoring, Inc. Sandra Kreischer Comtronics Edward Lam Securitas Security Services USA Niki Lange Per Mar Security Services Tess Larcade Vivint, Inc. Lisa Larson AT&T Jon Lasich Securitas Security Services - Sound Transit Laura Lasky-Orefice Alarmco Colleen Leathers Engineered Protection Systems, Inc. Kristian Leavitt UAS Kelly LeBlanc Quinte Kawartha Alarm Systems Sydney LeFlore Time Warner Security Matthew Lester Vivint, Inc. Karlicia Lewis Monitronics International Scott Lickteig ADS Security L.P. Doreen Lopau WH International Anoushka Lopez ADT Security Systems VI Inc. Marine Lopez Monitronics International Bradley Lotis Guardian Protection Services Sherry Macleod Reliance Protectron Montreal Margaret Maldonado Alarm Tech Central Services, Inc. Christy Maniscalco Statewide Central Station Chad Manry Allstate Security Industries, Inc. Jen Marik PasWord Protection Natasha Martin Ackerman Security Systems Marsha McAuslan CVS Health Aisha McDonald Time Warner Security April McHugo Guardian Protection Services Karen McKelvey API Alarm Inc. (CA) Robin McKimmey Time Warner Security Kasha Mckinney Ackerman Security Systems Paul Mendez Securitas Security Services CO Cody Michael Atlas Security Service, Inc. Elisabeth Millard Bay Alarm Kirsten Millingar Atlas Security Service, Inc. Kaley Milton Monitronics International Michele Mininni Monsanto Company

GRADUATED 1/9/2015 1/14/2015 1/16/2015 12/24/2014 2/4/2015 1/10/2015 11/26/2014 12/15/2014 11/26/2014 12/21/2014 12/16/2014 12/2/2014 1/27/2015 12/15/2014 2/2/2015 1/22/2015 1/12/2015 12/25/2014 12/24/2014 1/20/2015 11/21/2014 12/13/2014 11/26/2014 1/9/2015 1/9/2015 12/2/2014 1/31/2015 2/2/2015 12/23/2014 1/30/2015 11/29/2014 12/12/2014 11/25/2014 12/21/2014 12/24/2014 12/16/2014 12/23/2014 1/9/2015 1/30/2015 1/22/2015 1/15/2015 12/12/2014 1/14/2015 11/22/2014 1/12/2015 12/15/2014 12/12/2014 1/2/2015 11/30/2014 12/12/2014 1/27/2015 1/9/2015 1/16/2015 1/1/2015 1/8/2015 1/23/2015 1/20/2015

36 | CSAA Dispatch • www.csaaintl.org Spring 2015

OPERATOR LEVEL 1 TRAINING GRADUATES FIRST LAST COMPANY Amy Mitchell Vector WEST Melissa Molina ASG Security Kyla Mora United Central Control Ellen Morales Seacoast Security Kimberly Moreno Interface Security Rebecca Moreno Vivint, Inc. Kimberly Morgan Time Warner Security Joseph Morris Diebold William Myers United Central Control Devin Myrick Vector WEST Brittany Noel Vivint, Inc. Steve Nolan Checkview Corporation Patricia Ortega San Angelo Security, an ASG Security company Judith Ortiz Alarm Tech Central Services, Inc. Fualili Paialii Monitronics International Mark Paquin Centra-Larm Monitoring, Inc. Keyana Parker Affiliated Monitoring Anita Paulin San Angelo Security, an ASG Security company Demerle Payne Securitas Security Services CO Robert Payton The Madison Club Owners Association Collin Pearson Custom Communications Inc Caitlin Pehrson Vivint, Inc. Josiah Perry Time Warner Security Sarah Peters First Alarm David Pickard Monitor America Kaitlyn Pitts Sievers Security Ashley Pizarro COPS Monitoring - New Jersey Katelyn Plonczynski Casco Security David Plottner Diebold Rebecca Polca InterTECH Security Julia Pool VRI Ayiasha Pratt Affiliated Monitoring David Privert Reliance Protectron Montreal Salman Rahim BC Hydro / Paladin Security Verinda Ramirez Moon Security Services, Inc. Megan Ramirez Allstate Security Industries, Inc. Randy Randhawa BC Hydro / Paladin Security Ja’da Ransom Affiliated Monitoring Shasha Rasa API Alarm Inc. (CA) Jonathon Reece Time Warner Security Micheal Reed Vivint, Inc. Sebastian Reveles Interface Security Terell Roberts Vivint, Inc. Lonnie Robertson Vivint, Inc. Tanisha Rodgers SecurTek Diane Rose Sentinelle Alarm Matt Ross Damar Security Services/ Security Response Center Alicia Rowsey First Alarm William Rozeski Johnson Controls Alison Ruggiero Vector EAST Adriana Ruiz CPI Security Systems, Inc. Josh Ruiz RFI Courtney Rush Engineered Protection Systems, Inc. James Salicco Allstate Security Industries, Inc. Jonah Samuels API Alarm Inc. (CA) Spring 2015

GRADUATED 12/17/2014 11/29/2014 12/2/2014 1/17/2015 11/20/2014 11/22/2014 12/12/2014 12/12/2014 1/19/2015 12/16/2014 11/22/2014 12/6/2014 1/28/2015 1/28/2015 12/17/2014 11/22/2014 12/19/2014 12/11/2014 1/14/2015 1/9/2015 1/14/2015 11/30/2014 12/7/2014 12/12/2014 12/12/2014 1/28/2015 12/14/2014 1/30/2015 12/2/2014 12/5/2014 1/19/2015 12/15/2014 12/12/2014 1/22/2015 1/8/2015 12/24/2014 1/17/2015 1/21/2015 12/13/2014 11/27/2014 12/12/2014 12/13/2014 1/24/2015 11/22/2014 1/12/2015 12/9/2014 1/15/2015 2/2/2015 2/2/2015 1/9/2015 12/2/2014 1/26/2015 1/16/2015 12/21/2014 1/17/2015 11/23/2014

FIRST LAST COMPANY Edgardo Sanchez Alarm Specialist Corp Pilar Sanchez Interface Security Monique Sanders Vivint, Inc. Stephanie Sandhu Paladin Security Group Faye Savant AT&T University Operations Derek Scanlon Vector WEST Matthew Scharnett Securitas Security Services CO Tonya Schettner Checkview Corporation Lena Scotland ADT Security Systems VI Inc. Ruby Scott Ackerman Security Systems Crystal Seitz COPS Monitoring - New Jersey Jason Shortall Vector EAST Kassidy Silvius Vector WEST Raquel Simmons Vivint, Inc. Lavenna Simms AT&T Veronica Sinclair API Alarm Inc. (CA) Nelson Sixto Securitas Security Services CO Ryan Skelly iWatch Communications Jamie Smith VRI Lenard Smith Supreme Security Systems Scot Smith Monitronics International Shanitha Smith AT&T Tekewon Smith CPI Security Systems, Inc. Alexis Spann Per Mar Security Services Kaitlyn Spaw VRI Jennifer Stafford Vector WEST Kyndall Stone-Lara San Angelo Security, an ASG Security company Kendra Stout Vivint, Inc. Jeff Strand WH International Matt Styron Sunoco, Inc. Marc Sundardas API Alarm Inc. (CA) Bradley Swing The Madison Club Owners Association Daphne Taosoga Vivint, Inc. George Taylor Sunoco, Inc. Olafou Teofilo Vivint, Inc. JayTee Terriquez ADS Security L.P. Paul Theriault Reliance Protectron Montreal Faagalo Tiagala Vivint, Inc. Imuneque Tigner Monitronics International Glynis Tilbury API Alarm Inc. (CA) Sherry Treasure Vector EAST Ashley Tucker AT&T Demeshia Tucker Time Warner Security Levi Turner AT&T Luis Uresti Per Mar Security Services Jeremy Varnell Monitronics International Marc Vasquez First Alarm Octavia Vaughn Affiliated Monitoring Yuriria Vera United Central Control Jose Villalobos The Madison Club Owners Association Taylor Voss Guardian Protection Services Lauren Vuinovic Vivint, Inc. Christopher Walker Thrive Intelligence Sean Wallace AT&T Shaun Walters CenturyTel Security Systems Lacey Ware AT&T

GRADUATED 11/21/2014 1/28/2015 11/23/2014 12/17/2014 12/29/2014 1/16/2015 12/23/2014 1/17/2015 12/22/2014 1/27/2015 11/30/2014 12/1/2014 1/16/2015 11/20/2014 12/2/2014 11/22/2014 1/8/2015 1/6/2015 12/15/2014 12/14/2014 1/22/2015 12/15/2014 1/29/2015 1/30/2015 1/19/2015 1/16/2015 1/15/2015 1/9/2015 12/15/2014 12/17/2014 12/4/2014 12/9/2014 12/20/2014 12/7/2014 1/9/2015 11/24/2014 2/2/2015 1/10/2015 12/28/2014 11/21/2014 12/8/2014 12/2/2014 12/12/2014 12/7/2014 12/4/2014 12/16/2014 1/13/2015 12/12/2014 1/19/2015 2/1/2015 1/19/2015 12/4/2014 12/31/2014 12/2/2014 1/24/2015 12/2/2014

www.csaaintl.org • CSAA Dispatch | 37

OPERATOR LEVEL 1 TRAINING GRADUATES FIRST LAST COMPANY Rebecca Waters Vivint, Inc. Kendra Weisbarth Diebold Jeffery Welsh FE Moran Brittany West Ackerman Security Systems Precious Wheatley AT&T Danielle Wheeler Statewide Central Station Brian White VRI Jasmine Wilkins AT&T Martha Williams Time Warner Security

GRADUATED 11/25/2014 1/23/2015 1/10/2015 1/27/2015 12/2/2014 12/23/2014 12/15/2014 12/2/2014 12/12/2014

FIRST LAST Tanesha Williams Darrios Woods Bezia Wright Sivyis Xiong Sara Yiamarelos Nicole Zalinskie Shyla Zannela-Reiner John Zion Adam Zola

COMPANY Acadian Monitronics International API Alarm Inc. (CA) Johnson Controls COPS Monitoring - Scottsdale COPS Monitoring - New Jersey API Alarm Inc. (CA) Tyco Integrated Security - KC, MO Time Warner Security

GRADUATED 12/22/2014 1/21/2015 11/24/2014 1/16/2015 12/7/2014 1/31/2015 11/22/2014 12/5/2014 12/12/2014

Central Station Operator Level 2 Training Graduates

(Completed between Nov 20, 2014 and Feb 4, 2015)

FIRST LAST Pat Bandeko Joshua Bell Leigh Bender Everrod Bennett Elizabeth Cadman Daniel Cameron Yvonne Chiquito Vivian Cintron-Antonio Don Cowgill Kevin Dailey Anthony Dello Russo Christopher Dorrin Mike Drop Carlos Echevarría Kenneth Emmanuel Lindsey Erskin Mohamed Farah Anthony Flerry Guy Foster Kimberly Fransway Veronica Gonzalez Kristina Greenhalgh Charles Gulley Chris Heater Debbie Hicks Tracey Hottman Angela Hughes Stephanie Huston Martin Hwang Richard Ippolito Dan Jackman Kafka Jean Mary Kourtne Jefferson Scarlett Johnson Tanya Johnson Jasmine Jones Jake Kelly Kevin Knipp David Kohl Helene Laurusevage Melissa Lavecque Kayla Lindgren Adriana Lopes Chad Manry

COMPANY State Farm Central Monitoring COPS Monitoring - New Jersey FE Moran Scarsdale Security Systems, Inc. FE Moran City Of Toronto Alarm Specialist Corp Vector EAST LDS Church Walgreens G4S Technology Monsanto Company State Farm Central Monitoring Genesis Security Services, Inc G4S Technology ADS Security L.P. Thrivent Financial Time Warner Security FE Moran Allstate Security Industries, Inc. ASG Security FE Moran Turner Security FE Moran FE Moran FE Moran FE Moran WH International Paladin Security Group Monitor America LDS Church G4S Technology COPS Monitoring - Texas Monitor America Vector EAST UAS Allstate Security Industries, Inc. Monsanto Company Monsanto Company Vector EAST Quinte Kawartha Alarm Systems Custom Communications Inc City Of Toronto Allstate Security Industries, Inc.

GRADUATED 1/26/2015 2/2/2015 11/29/2014 1/17/2015 1/6/2015 1/13/2015 11/20/2014 1/8/2015 1/23/2015 12/20/2014 12/23/2014 1/24/2015 1/14/2015 12/24/2014 1/13/2015 12/3/2014 1/17/2015 11/20/2014 1/24/2015 1/19/2015 1/19/2015 1/31/2015 11/26/2014 1/15/2015 1/27/2015 1/14/2015 1/21/2015 12/17/2014 12/17/2014 1/19/2015 12/5/2014 11/21/2014 1/14/2015 1/21/2015 12/26/2014 1/29/2015 1/23/2015 1/8/2015 1/14/2015 12/31/2014 2/4/2015 11/25/2014 2/1/2015 1/15/2015

FIRST LAST COMPANY Melinda Manship FE Moran Kristina Manz WH International Jen Marik PasWord Protection Wayne McNeil American Alarm & Communications, Inc. Elisabeth Millard Bay Alarm Preston Miller Turner Security Systems, Inc. Susie Mitchell Acadian Rachael Musgrave FE Moran Carrie Myers FE Moran Lisa O’Bryan FE Moran Veronica O’Bryan FE Moran Collin Pearson Custom Communications Inc Abel Perez Allstate Security Industries, Inc. Brittany Perez COPS Monitoring - Texas David Pickard Monitor America Jessica Poole Monsanto Company Adam Ramirez RFI Megan Ramirez Allstate Security Industries, Inc. Moriah Rife FE Moran Jumy Rivers Scarsdale Security Systems, Inc. William Rowles Amherst Alarm, Inc. James Salicco Allstate Security Industries, Inc. Isaac Samaniego Turner Security Systems, Inc. Tareva Schwanke FE Moran Jason Shortall Vector EAST Tricia Six FE Moran Paulette Smith FE Moran Cassie Spike WH International Jason Stephenson Time Warner Security Matt Styron Sunoco, Inc. Amber Sweet FE Moran George Taylor Sunoco, Inc. Sherry Treasure Vector EAST Steve Trimpe State Farm Central Monitoring Rhonda Turner FE Moran Bryan Van Dyke City Of Toronto Gerritt VanderToolen LDS Church Joseph Vitellaro Nationwide Digital Monitoring Co. Michael Washabaugh RFI Joseph Weber Monsanto Company Melissa Whitehair FE Moran Dana Wilson COPS Monitoring - New Jersey Steven Wooten Monsanto Company John Zion Tyco Integrated Security - KC, MO

GRADUATED 1/24/2015 12/9/2014 12/7/2014 12/25/2014 1/1/2015 12/2/2014 1/19/2015 12/16/2014 1/17/2015 1/24/2015 1/24/2015 12/6/2014 1/24/2015 12/9/2014 1/29/2015 1/7/2015 1/24/2015 1/18/2015 1/23/2015 1/18/2015 1/5/2015 1/18/2015 1/7/2015 1/15/2015 12/2/2014 1/31/2015 1/9/2015 12/17/2014 12/27/2014 12/18/2014 12/16/2014 12/9/2014 12/9/2014 1/15/2015 1/27/2015 1/1/2015 2/3/2015 12/17/2014 12/14/2014 1/7/2015 1/24/2015 1/2/2015 1/7/2015 12/5/2014

38 | CSAA Dispatch • www.csaaintl.org Spring 2015

MAKE THE CALL.

GOT YOUR BACK. Contact Mike Lehner at 800-214-0207 for these insurance coverages from the Insurance Specialist to the Electronic Security Industry: LIABILITY } General Liability Including E&O } Cyber Liability } Directors and Officers } Employment Practices WORKERS COMPENSATION } Workers Compensation } Employers Liability

Spring 2015

BUSINESS AUTO } Auto Liability } Auto Physical Damage CRIME } Employee Dishonesty } Computer Fraud } Forgery UMBRELLA } Excess Liability

PROPERTY } Building } Contents } Business Interruption } Extra Expense } Transit, Cargo and Ocean Marine } Installation and Equipment Floater

www.mechanicgroup.com

www.csaaintl.org • CSAA Dispatch | 39

The Education and Networking Event for Security, Life Safety and Monitoring Companies

Come to ESX 2015 to: IDEAS THAT BRING SECURITY TO LIFE. Grow Professionally

Networking events connect you with electronic security and life safety professionals to share solutions to common challenges.

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Be Relevant

Exhibit hall links you with leading suppliers offering innovative products and services with the latest technologies.

June 24-26, 2015 Baltimore, Maryland Baltimore Convention Center ESXweb.com Co-owners:

INTERNATIONAL CENTRAL STATION ALARM ASSOCIATION

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facebook.com/esxweb

LinkedIn group: Electronic Security Expo (ESX)

40 | CSAA Dispatch • www.csaaintl.org Spring 2015