Winter 2014
Don’t Forget CSAA Long Range Planning Meeting January 21-23, 2015 San Antonio, TX
ESX 2015
June 24-26, 2015 Baltimore, MD
CSAA International 2015 Annual Meeting October 9-14, 2015 Sonoma, CA
In This Issue
The Essentials of Operator Training.1 Everything – and Everyone – is Connected at 2014 Fall Ops.............1 President’s Note..............................4 City of Chico Votes to Fine Alarm Companies for False Alarms............6 CSAA News...................................10 erator Training, page 8) ASAP Update................................14 CSAA New Members .....................22 CSAA Member News.....................23 CSAA Five Diamond.......................26 AICC Update..................................27 Regulatory Update........................28 Online Training Grads....................34 Advertising Index.........................38
Everything – and Everyone – is Connected at 2014 Fall Ops By Elizabeth Lasko
On November 9-11, monitoring industry professionals gathered for “the one industry event for central station personnel presented by central station personnel” – CSAA’s Fall Operations Management Seminar. This year’s theme, Everything is Connected, was chosen to focus the sessions on the way advances in the connected home and other interactive services have changed – or not changed – operations in the monitoring center. “I was so impressed with the comments and the content of this year’s Fall Operation Management meeting
(See FALL OPS, page 8)
This article appeared originally in print in the October 2014 issue of Security Dealer & Integrator as part of the Central Station Monitoring Resource Guide. Reprinted with permission. View it online at www.securityinfowatch.com/article/11686640/central-station-operator-training.
The Essentials of Operator Training By Elizabeth Lasko
Technology developments in alarm monitoring are exciting and can improve the performance of your company. But the success of a central station still depends on the skill of the people staffing it. Simply put, the performance of the operators can make or break your business. What are the essentials of finding and training central station operators? After a central
station provider finds a good candidate, what education is provided to help him or her excel at the job and contribute to the success of the company? CSAA’s Five Diamond Central Stations are prime sources for tips and resources in this area. The essentials can be boiled down to: finding the right kind of person for the job; getting the right initial training; and providing ongoing education for supervisors as well as operators. (See Operator Training, page 18)
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CSAA Executive Committee
President’s N ote By CSAA International President Jay Hauhn
President Jay Hauhn, Boca Raton, FL First Vice President Pamela J. Petrow, Warrendale, PA
Dear Fellow CSAA Members,
Second Vice President Joe Nuccio, Beltsville, MD Secretary Graham Westphal , Pacheco, CA
Executive Vice President Louis T. Fiore, Vienna, VA
Well, sometimes things just don’t work out as planned. With great disappointment, the leadership of CSAA International was forced to cancel our 2014 Annual Meeting in October due to Hurricane Gonzalo making an unforeseen, and most unwelcome, visit to Bermuda the same weekend. (Fortunately, the resilient people of Bermuda did not experience serious harm, damage to the island was less than expected, and recovery was underway quickly.)
Csaa Staff
By the time you read this, we’ll have had held
you bring your insight and knowledge to this
our rescheduled Board of Directors and Annual
gathering of CSAA leaders.
Treasurer Ivan Spector, Montreal, Quebec, Canada Immediate Past President Bob Bean, Honolulu, HI
Executive Vice President Louis T. Fiore Sr. Vice President of Finance & Administration Madeline Fullerton McMahon
General Membership meetings in Crystal City, VA outside Washington, DC. We’ll have held discussions on important topics such as accelerating implementation of ASAP, AICC
On a personal note, I want to share some news about myself. I will be retiring from Tyco after a 37 year run. While I intend to take a little time to catch up on life, I expect to stay
Vice President of Meetings & Conventions John S. McDonald
issues, CSAA Five Diamond marketing, and
Vice President of Membership & Programs Rebecca (Becky) Lane
We have also begun planning for our 2015
and welcome your input in furthering the
Annual Meeting, which will be held in Sonoma,
mission of CSAA.
Vice President of Marketing and Communications Elizabeth Welsh Lasko Vice President of Education and Training Julie N. Webber IT and Accounting Coordinator Dympna Williamson Member Services Coordinator Malory Todd
growing CSAA.
California. We expect an exciting line-up of speakers and education sessions that will
Best wishes to all,
in the monitoring industry. Sonoma is a convenient travel location just north of San Francisco, so mark your calendar now for October 9-14, 2015.
Jay Hauhn
CSAA President
If you are interested in having a say in the future of CSAA, I invite you to attend the CSAA January 22-23, 2015. We need your input to
8150 Leesburg Pike, Suite 700 Vienna, VA 22182 703/242-4670; Fax: 703/242-4675 www.csaaintl.org
I look forward to working with our membership
bring real value to you as business leaders
Long Range Planning Meeting in San Antonio, CSAA Headquarters:
involved in this great industry in some capacity.
plan how CSAA best will serve its members
Find program and registration information for CSAA events at csaaintl.org
in the future. You can have a real influence on the direction of the alarm industry when
© 2014 Central Station Alarm Association International All rights reserved
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City of Chico Votes to Fine Alarm Companies for False Alarms Industry Contemplates Legal Challenge to Unconstitutional Ordinance By David Margulies
Despite learning that provisions of a similar ordinance was ruled unconstitutional, the Chico city council voted unanimously to begin fining alarm companies for false alarms. The vote came after the council ordered the police department to end the unpopular verified response policy it had put in place. Leaders in the security industry are already meeting with attorneys in anticipation of challenging the new ordinance in court. “This type of ordinance makes it more difficult for our industry and public safety officials to deal effectively with false alarms,” said Jay Hauhn, president of the Central Station Alarm Association. “In making alarm companies responsible for their customers’ conduct, the city creates a more bureaucratic and complex system that slows the entire process and adds cost and complexity. More importantly, Chico’s new ordinance will do nothing to stem incidents of false alarm activations. There is a reason that virtually all alarm ordinances in the U.S. call for fining alarm users if they are the ones causing the problem.” The industry supports fines for alarm companies when false alarms are due to their specific actions. The council was well aware that a similar ordinance passed in Fontana, California was overturned in court when it was challenged by the alarm industry. In that case, Fontana wound up paying its own legal fees as well as approximately $350,000 in legal fees incurred by the alarm industry. “It is difficult to understand why Chico city officials would put taxpayer funds at risk by passing an ordinance similar to one that has been overturned in court in another California city,” said Hauhn. “While the Fontana case did not set a legal precedent because it was 6 | CSAA Dispatch • www.csaaintl.org
their proposal would be any more effective in reducing false alarms than fining alarm users.
not appealed; it certainly showed how a fair minded court would interpret the issue. With no controversy or threat of litigation, the city could have implemented an ordinance patterned after the model ordinance, which provides for reasonable user permit fees and assesses an appropriate escalating fine structure against the alarm users who cause false alarms and achieved the same, or better, results in terms of both cost recovery and reducing false alarms.” The discussion at the city council meeting was basically a philosophical difference between the police department’s view that the alarm industry is responsible for dealing with false alarms and the reality that most false alarms are caused by user error. The police offered no evidence that
“The police and council clearly do not understand why the process they propose is more cumbersome, slower and potentially less effective than the best practices utilized throughout the United States,” said Hauhn. “Hopefully city officials will recognize, as they did with verified response, that some ideas that look good on paper are impractical or have unintended negative consequences.” Industry leaders are seeking support from members of the industry for this legal challenge in order to head off other cities from taking this unfortunate and illogical path. Contributions can be made to: C.A.A. ~ Chico Legal Fund 333 Washington Blvd. # 433 Marina Del Rey, CA 90292 Phone: 800/437-7658
Note: At press time, this article was also scheduled to appear in the December issue of the California Alarm Association’s CAA Mirror.
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FALL OPS from page 1
in beautiful Sarasota, Florida. The openness and willingness to share ideas and experiences between the attendees is the ‘secret sauce’ that makes this Attendees share best practices and insights during the roundtable session. event a must for central station managers,” said Joe Miskulin, Manager of Central Monitoring Services with State Farm Insurance and cochair of CSAA’s Education Committee. “Nearly one-third of the participants were attending their first Fall Ops, and I am confident that this will not be their last.”
42-year career,’ to have the company recognized by the industry and his peers. We cannot thank CSAA enough for this opportunity.”
Session topics included: Training Best Practices in Video Verification; Promoting a Strong Customer Service Ethic; False Alarm Management in the Age of the Internet; How to Make the Most of Digital Natives in the Central Station; Data Integrity and Connected Devices; and Top Five Connected Home Metrics. The event culminated in an open forum session that “covered topics ranging from the move from POTS lines to IP and Cellular to updates on the ASAP program,” said Miskulin. A highlight of the event was the tour of All American Monitoring, a CSAA Five Diamond-certified monitoring company in Sarasota. “It was an absolute honor and joy to host the CSAA Fall Ops attendees this year,” said Tammy Zappa, central station manager at All American. “As we were walking to the front of the building to say goodbye to everyone, our vice president, Robert J. O’Keefe, stated that this was ‘a great way to top a
Door prize winner Rose Sabourin, Operations Support Manager at Criticom Monitoring Services in Longwood, FL, pictured with All American Monitoring Vice President Robert J. O’Keefe, and All American Monitoring Manager Tammy Zappa
Julie Webber, CSAA Vice President of Education, said that “the commitment and willingness to share best practices to help everyone succeed is what this forum is all about. This is why Fall Ops fits so well into CSAA’s mission to provide value-added education opportunities for our members.” The next CSAA Fall Operations Management Seminar will be held in November 2015. Exact dates and location will be announced soon. If you attended the 2014 event and would like to provide feedback, please contact Julie Webber at education@csaaintl.org. CSAA thanks the sponsors of 2014 Fall Ops: MAS, Secure Global Solutions, LLC, OneTel, and SurGard. Photos courtesy of Julie Webber and All American Monitoring
Above, and on page 1, small groups of attendees toured the facility and grounds of All American Monitoring as part of the Fall Ops experience. 8 | CSAA Dispatch • www.csaaintl.org
Elizabeth Lasko is Vice President of Marketing and Communications for CSAA International (www.csaaintl.org).
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CSAA News
CSAA Annual Meeting Canceled Due to Hurricane; Board of Directors Meeting Rescheduled In October, in an unprecedented move, CSAA International was forced to cancel its 2014 Annual Meeting in Bermuda because of the threat of Hurricane Gonzalo. The island sustained a direct hit from Gonzalo on what would have been the first day of the meeting. Most of Bermuda lost power and the airport was closed for several days. Most fortunately, in the end damage was less than expected, and only minor injuries were reported.
While the education sessions and social events were unable to rescheduled, at press time, the Board of Directors of CSAA was scheduled to meet in Arlington, VA on Wednesday, December 3, to be followed immediately by the Annual General Membership Meeting. CSAA’s 2015 Annual Meeting will be held in Sonoma, CA, October 9-14. Mark your calendar now!
Antonio Riverwalk. The Alamo, one of the most storied and revered national landmarks, is within easy walking distance. If you are interested in CSAA and want to have a say in its future, plan to join us in San Antonio January 21-23 for the Long Range Planning Meeting. Contact meetings@csaaintl.org for more information.
of the Call for Presentations, or for more information, contact education@ csaaintl.org. Visit csaaintl.org for more information on CSAA education events, including the schedule for the 2015 Signature Series Webinars. CSAA International Long Range Planning Meeting The CSAA International Long Range Planning Meeting will be held January 21-23, 2015. Open to all CSAA members who wish to participate setting the future directions of CSAA, this year’s meeting has been planned
Attend ESX 2015 in Baltimore Mark your calendar--and experience Baltimore with CSAA as ESX 2015 (Electronic Security Expo) comes to town June 24-26, 2015. ESX 2015 brings together professionals who are passionate about the business of electronic security and life safety. Dealers, integrators and monitoring professionals attend ESX for: • Exceptional peer-to-peer education • Fun networking events • A vibrant exhibit hall
CSAA ISSUES CALL FOR PRESENTATIONS FOR 2015 EDUCATION EVENTS Have a great idea or particular area of expertise that you’d like to share with your fellow members? You can contribute to the advancement of your industry by becoming a CSAA education presenter in 2015. CSAA seeks presenters to deliver cutting-edge content at our inperson and digital education events in 2015. Opportunities include the Electronic Security Expo in June, the Annual Meeting in October, the Fall Operations Management Seminar in November, and our Signature Series Webinars throughout the year. CSAA offers support to presenters including preparation sessions with the CSAA Education Committee and CSAA staff. Presenting at CSAA events is a great way to raise your profile within the industry! To receive a copy
in a convenient location with a new consolidated schedule to make it easier for everyone to attend. The meeting will be held at the San Antonio Marriott Rivercenter in San Antonio, TX, just 8 miles from the San Antonio International Airport (SAT) and steps away from the world-famous San
Baltimore is easily accessible by car, plane or train, with numerous local attractions, and just a 35-minute drive to Washington, DC. For more information, visit esxweb.com.
(See CSAA News, page 12)
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CSAA News
Lou Fiore Appointed CSAA Interim Executive Vice President In late September, CSAA President Jay Hauhn announced that Louis T. Fiore, president of L.T. Fiore, Inc., would assume the position of CSAA interim Executive Vice President beginning October 1, following the retirement of Steve Doyle.
“The CSAA executive committee and I are thrilled that Lou has agreed to lead CSAA during this period of transition. Lou’s distinctive industry accomplishments uniquely qualify him for the position. I look forward to the next several months with confidence, knowing that the association is in good hands,” said Hauhn in his statement. “I am honored to have been selected as CSAA’s interim Executive Vice
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President,” said Fiore. “I look forward to working with CSAA staff, our members, our public sector partners and sister associations. I hope to make a beneficial impact during my stay.” Fiore is a Past President of CSAA (1997-1999) and now serves as chair of the Alarm Industry Communications Committee (AICC) and of the CSAA Standards Committee. He is also chair of SIA’s Security Industry Standards Council (SISC). Fiore’s career also includes posts at CBS Laboratories, Inc., Manager of Product Development at ADT Security Systems, President and Co-founder of Cardinal Technologies, Inc., Vice President and General Manager of the Security Products Division of Repco, Inc., and Vice President of Engineering and Purchasing for National Guardian Corporation. For the past nearly 20 years, he has worked in his own consulting practice.
Steve Shapiro Appointed to CSAA Board of Directors Steve Shapiro, vice president of industry relations for ADT--a leading provider of home and business security and automation solutions in the U.S. and Canada--was appointed to the CSAA Board of Directors in October. “Every volunteer organization depends on the participation and contributions of its members. Steve has been heavily involved in our Alarm Industry Communications Committee for years and has long been an active supporter of CSAA,” said Jay Hauhn. “We are pleased to welcome him to the CSAA Board, and I look forward to the contributions he will make as a board member.” (See CSAA NEWS, page 13)
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CSAA News
As vice president of industry relations for ADT, Shapiro is responsible for the planning, execution and management of the company’s strategic relationships with key North American security and automation industry organizations, alliances and initiatives. Prior to assuming this role, he led ADT’s product strategy and engineering initiatives for an extensive portfolio of ADT products, including the company’s revolutionary smart home automation system, ADT Pulse®, as well as intrusion, fire, and home health care systems. “I am honored to join the CSAA Board of Directors,” said Shapiro. “I’m eager to begin working with CSAA and fellow Board members to address the rapidly changing technology environment in communications, net neutrality, and first responder response requirements.”
Peter Raymond is New CoChair of CSAA International Outreach Committee Following the decision by Albert Janjigian to step back from his position as co-chair of the International Outreach Committee because of new obligations with his company, CSAA announced that Peter Raymond of CSAA consultant member P.F. Raymond, Inc. (Toms River, NJ) will be the new co-chair, serving alongside Jack O’Brien (Jack O’Brien Security Consulting, West Palm Beach, FL). CSAA Welcomes New Vice President of Education and Training Julie Webber Julie Webber is the new Vice President of Education and Training at CSAA. A native of Washington, DC, she began her career there in the not-for-profit world, as an editorial assistant at a small advocacy group, moved to a position as an editor at the Corporation for Public
Broadcasting and ended up as a Programs Coordinator at the District of Columbia Bar where she supported Board efforts and was responsible for all aspects of ten annual membership conventions. Subsequently, she became the manager of training and professional development at the National Center for Missing & Exploited Children in Alexandria, VA. She most recently managed the training function within the Acquisition/ Contracting directorates at the Missile Defense Agency. For seven years, she guided all aspects of training for more than 600 people, offering professional development opportunities, curriculum development, change management and performance support. Contact Webber at jwebber@csaaintl.org or education@ csaaintl.org.
(See Excellence Awards, page 30) Winter 2014
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Get involved in reaching out to PSAPs to help get them started with ASAP! Contact asap@csaaintl.org to find out how.
News and Information about ASAP-to-PSAP Henrico County, Virginia is Live with ASAP The ASAP-to-PSAP program continues to accelerate. “On November 18 at 10:15 a.m., the PSAP in Henrico Co. VA, a suburb of Richmond, went live with ASAP. The first alarm was received at 10:59 a.m.,” reported Bill Hobgood, who oversaw the connection. ASAP was launched in 2011 as an initiative by the alarm industry to increase the efficiency and reliability of emergency electronic signals from central station alarm companies to Public Service Answering Points (PSAPs). It was developed as an American National Standard in a cooperative effort between the Association of Public Communications Officials (APCO) and the Central Station Alarm Association (CSAA). With ASAP, critical life safety signals and accurate information is processed in seconds, not minutes, through the NLETs system of stateto-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. Henrico County is the most recent PSAP to go live. The program anticipates that before the end of the year, PSAPs in Cary, NC, and Chandler, AZ, will also join Henrico County in utilizing the ASAP program.
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PSAPS Online with ASAP • Henrico County, VA
• Morgan County, AL
• James City County, VA
• Tempe, AZ
• Richmond, VA
• Washington, DC
• York County, VA
• Houston, TX
“We estimate that ASAP will save P1 over 8,000 phone calls a year to the PSAP in Houston and are working feverishly to leverage this solution for CMS, our wholesale division, where we expect similar savings. This platform is without question the most efficient way possible for dispatching first responders, and our operators love how simple and easy it is to use. I sipped the Kool-Aid on this solution a few years back but now find myself constantly thirsting for more. I am neither a sales rep nor a spokesperson for ASAP, but I am happy to answer any questions on the benefits P1 has received from its use.” – Donald M. Young
Chief Information and Operating Officer Protection 1 (www.Protection1.com)
In addition, PSAPS in Boston and Denton Country, TX are expected to be connected in early 2015. Dozens of other PSAPs, including those in the states of Delaware and Alabama
and large municipal areas such as Seattle and New York City, have expressed interest in getting the program in place. (See ASAP UPDATE, page 15) Winter 2014
ASAP UPDATE from page 14
ASAP Sparks Excitement at Fall Ops ASAP was the subject of considerable discussion and excitement at the recent CSAA Fall Operations Management Seminar in Sarasota last month, where all aspects of the program’s growth were shared with the attendees. “While attending the CSAA Fall Ops meetings, we were excited to see how far ASAP has come in the last couple of years,” said Mark Baum, Program Manager for Information Technology at Protection 1, the latest alarm monitoring company to come online with ASAP. “Other alarm companies in attendance seemed very engaged, and it was exciting to see how many PSAPs have CAD software that is capable of running ASAP. Because of this, we intend to become an active participant in reaching out to key PSAPs we work with on a daily basis to try to engage them in the program.”
APCO Announces ANSI Approval of Revisions to Standard for Alarm Interface Data Exchanges On August 5, the Association of Public-Safety Communications Officials (APCO) International received final approval from ANSI for an American National Standard (ANS) that identifies revisions to the “Automated Secure Alarm Protocol (ASAP),” formerly known as the “External Alarm Interface Exchange.” APCO/CSAA ANS 2.101.2-2014 includes technical revisions and redesignation of APCO/CSAA 2.101.12008. “The approval of revisions to the alarm exchange standard reflect on the successes experienced by the 9-1-1 PSAPs and alarm central stations that are participating in the ASAP program. As more CAD and alarm automation providers take Winter 2014
advantage of the ASAP program, the standard continues to be key to development and implementation of the alarm interfaces, and a huge benefit to public safety,” said APCO President John Wright. Glenn Schroeder, co-chair of the CSAA ASAP Technical Committee, added that CSAA’s implementation of the message broker “is based on the original standard, allowing for it to remain consistent even as it’s being updated and improved upon. Our continued and valuable relationship with APCO allows us to keep the standard current and relevant.”
• • • • • • • • • • • • • •
ASAP Resources VIDEO – Highlights of the ASAP-toPSAP Program Explains how ASAP reduces the overall call volume, processing time, and error potential at 9-1-1 Centers, and shows the program at work in several cities around the country. ASAP BROCHURE CSAA’s ASAP Outreach committee created a brochure to help introduce PSAPs to the ASAP program. The brochure supports outreach efforts to PSAPs and encourages them to contact CSAA to begin the process of determining if they are ASAP-ready. (Available for download at csaaintl. org/asap.) ASAP TRAINING WEBINAR Central Stations Reaching Out to PSAPs will help you learn how to efficiently and effectively introduce the ASAP program to PSAPs with which you are currently doing business. This webinar describes how to contact local PSAPS and provides the tools needed for staying on message and providing information to the PSAPS for their next steps. Included in the training is a Questionnaire and Frequently Asked Questions pamphlet for PSAPS to help them determine their readiness. Also included are links and phone contacts for PSAPS to learn more about the program.
Affiliated American Alarm Monitronics Protection 1 Rapid Response RFI Safeguard Security United Central Control Vector Alarm Detection Systems * CMS * Diebold * Stanley * Guardian Alarm (Pittsburgh)*
* In Testing
ASAP IN-PERSON AND DIGITAL PRESENTATIONS CSAA ASAP members and APCO consultant Bill Hobgood have made a number of presentations about the benefits of and how to implement ASAP, including Hobgood’s appearances at the September National Information Exchange Model Virtual Townhall and the Virginia APCO conference in October, and his webinar for the Justice Clearinghouse in November. CSAA makes these and other presentations available to members online. For more information on accessing these resources or how to participate in the ASAP program, contact CSAA at asap@csaaintl.org or 703-2424670, or visit csaaintl.org/asap. .
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Operator Training from page 1
Education and training for central station operators is not optional. What enables central station monitoring to make the difference in thwarting crime and saving lives is people. Challenging them to be the best they can be through continuing education is essential to success for your business.
Finding the Perfect Candidate COPS Monitoring, the CSAA 2014 Central Station of the Year, is -- needless to say -- serious about finding the right dispatchers and giving them the training needed to succeed. To find the right fit, applicants are screened with a proprietary personality profile and, once hired, receive 120 hours of off-line training, followed by hours of tandem training with an experienced dispatcher. According to the company, it takes a minimum of 18 months -- and six levels of training on the job -- to achieve what is called a “level-six expert” status. “We believe that qualifying candidates with the potential to be a successful dispatcher is determined by more than education, experience and attitude,” says COPS President and COO Jim McMullen. “Our dispatchers must also have the perfect blend of professionalism, personality attributes, ability and a sense of duty.”
“It is not enough for central station operators to merely pass a test; they have to be able to actually understand this functionality and explain it to a customer in precise, consistent language. This foundational training will stand operators in good stead as they progress.”
– Chris Newhook
Joe Miskulin, manager at State Farm Central Monitoring Services of Bloomington, IL, another CSAA Five Diamond facility, notes that finding the right fit first is always important. “I look for reliability, dependability even more than a technical background,” he says. “In a small area like ours, it is hard to find someone with industry experience, so we look for people with general call center experience. That just makes getting up and running easier. “Of course, we do background checks to protect ourselves and our customers,” he adds.
CSAA Education Three courses for operator training from the Central Station Alarm Association What do CSAA Five Diamond companies have in common? For one thing, all their operators have completed Level 1 of the CSAA Online Operator Courses. CSAA is the leading international provider of the training central station employees need. More than 14,000 students in more than 30 countries have registered for CSAA online operator training. The training is used by CSAA members, many federal, state, and local law enforcement agencies, and Fortune 500 companies. The training is online and self-paced. Manager account administration enables supervisors and trainers to track employee progress, and a comprehensive final assessment quantifies student performance. CSAA offers generous discounts to CSAA members as well as to bulk purchasers. Courses include: Central Station Operator Level 1; Central Station Operator Level 2; and Alarm Industry Employee Orientation. Learn more at csaaintl.org/education. Special thanks to Bold Technologies for partnering with CSAA to offer funding for first-time operators to take the Level 1 training course.
Training Basics A requirement for CSAA Five Diamond status is that all operators in the central station have completed CSAA’s Level 1 Online Operator Training (see sidebar above). “We start our operators with CSAA’s Level 1 Online Operator training within the first two months,” says Miskulin, who is co-chair of CSAA’s Education Committee. “It is so comprehensive and useful that we have them do it just as soon as possible.” Those that can’t pass Level 1 do not usually move on from their probationary period, he notes. “We then move into intensive training from our in-house trainer and from our own manual,” he says. Miskulin suggests managers review the CSAA State Licensing Wiki to determine the requirements for operators by state. These requirements can help drive your training program, he says. Chris Newhook of American Alarm & Communications Inc., Arlington, MA -- who was recently named 2014 Central Station Manager of the Year by CSAA -- says (See Operator Training, page 20)
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Operator Training, from page 18
that at his company, “We vet from the top, from aptitude testing to phone interviews” to find the right person. For Newhook, the key attribute of a well-trained operator is a sound understanding of the industry. “We start with the basics, including the components of an alarm system, as well as how the system functions as a whole: communication platforms, code format – the entire signal flow through to automation,” he explains. “It is not enough for central station operators to merely pass a test; they have to be able to actually understand this functionality and explain it to a customer in precise, consistent language. This foundational training will stand operators in good stead as they progress.” After laying the foundation, an operator receives one-onone training in dealing with all kinds of customers. “We do a lot of repetition, drawing comparisons, role-playing to ensure we offer the best support and most consistent customer experience,” Newhook says. As training continues, the company’s philosophy is to base performance reviews on data as much as possible. “We set expectations and have half-year and yearly evaluations,” Newhook says. “We check-in constantly on our operators’ status and progress.”
Supervisor’s Training Ongoing training for supervisors is another essential. Newhook notes that, as extensive as American Alarm’s training is, “none of this would work without the tools for ongoing audits and systematic quality review through our empowered team of supervisors. We currently offer extended training for operators and supervisors through Lynda.com to enhance their skills within the MS environment as well as training for leadership, and supervisor training through AIM workshops (Supervisory Skills Management). “Last year, we partnered with the state of Massachusetts through a training grant program to offer a wide array of business courses across the organization,” Newhook continues. “We are considering NFPA courses on fire systems, off-premise signaling code requirements and field ride-alongs -- a half or whole day in the field with a service tech.” Newhook stresses that his company is dedicated to providing a consistently excellent experience for customers. “Training and feedback is how we get there,” he adds. This article appears online at www.securityinfowatch.com/ article/11686640/central-station-operator-training.It appeared originally in print in the October 2014 issue of Security Dealer & Integrator. Reprinted with permission. Elizabeth Lasko is Vice President of Marketing and Communications for CSAA International (www.csaaintl.org). 20 | CSAA Dispatch • www.csaaintl.org
Inside American Alarm & Communications’ Training An overview of the central station’s full process American Alarm & Communications Inc.’s training program is extensive, disciplined, and ongoing. Here are the specifics from central station manager Chris Newhook: Step 1: Orientation • Train for the industry, then to the organization; make people qualified to work anywhere. • Fully document progress through a branded, 50-page, five-module training document. “Understanding communications formats, (CID), signal flow, etc. at an early stage can unlock many of the mysteries of communication, automation, etc. and where things can go wrong,” Newhook says. The training is scalable for small to larger classes based on the new hire’s experience. They use repetition and example to build a complete and genuine understanding of the basics builds the foundation for ongoing development. Orientation concludes with a closed-book test designed to check progress made during orientation and first week in station. Step 2: Probationary Period • Initially “ghosting” with a senior operator or supervisor, steadily transitioned to making calls through to taking calls • Trainer reports weekly on progress of the new hire. This 90-day period concludes with an extended, proctored and closed-book examination that covers the full spectrum of first three months of orientation, training and exposure to the monitoring environment. Ongoing & CSAA Testing • Regular online testing (online platform); • Monthly one-on-one meetings with supervisor CSAA Level I test should be completed within first year; and Level II Advanced Operator testing should be completed within following year or at the end of first. Newhook also uses MS SharePoint to create a central station-centric intranet. “We don’t expect our operators to have all of the answers, but we do expect them to know where to find them,” Newhook says. “A knowledge base where operators can easily access a revision-controlled document library is a key to supporting our customers, both internal and external.”
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CSAA New Members
CSAA is proud to welcome the following new members to the association family. Associate Member SimplexGrinnell, Apopka, FL SimplexGrinnell provides a comprehensive array of fire alarm, fire sprinkler, fire suppression, integrated security, sound and healthcare communications systems and services. They offer customers the benefits of their SAFETY Act certification from the US Department of Homeland Security. With over a million customers, 150 local offices and 200 years of history in the fire business, they provide a comprehensive array of industry-leading solutions in buildings and environments ranging from schools, universities and hospitals to commercial properties, industrial buildings and government facilities. www.tycosimplexgrinnell.com/
North American Member US Monitoring, Inc., Oklahoma City, OK The company provides national wholesale monitoring to security alarm companies to address the critical need for nationwide quality and reliable monitoring services. UL listed, they provide services for Burg, Fire, Answering Service, Dealer Billing, 2-Way Voice/ PERS , and Video Monitoring. www.usm-ok.com
Proprietary Members Ahern Security, Las Vegas, NV Ahern Rentals is an equipment rental company with locations primarily in the southwestern United States. Founded in 1953, Ahern offers rental equipment to customers, serving a diverse base of customers, including commercial and residential construction companies, industrial companies, utilities, convention centers, municipalities and homeowners. www.ahern.com
Dillard’s Stores, Inc. Security Services, Little Rock, AR Dillard’s, Inc. ranks among the nation’s largest fashion apparel, cosmetics and home furnishings retailers with annual sales exceeding $6.5 billion. The Company focuses on delivering maximum fashion and value to its shoppers by offering compelling selections complemented by exceptional customer care. Dillard’s stores offer a broad selection of merchandise and feature products from both national and exclusive brand sources. The Company operates 284 Dillard’s locations and 18 clearance centers spanning 29 states plus an Internet store at www.dillards.com. The central station is located in Little Rock Arkansas, UL listed, 13+ operators and monitors for Burg, Fire, Access Code and Temperature. The Madison Club Owners Association Security Center, La Quinta, CA One of several planned communities hosting a private golf club, country club, private residences and hotel by a private investment group, this central station provides security services with guard services for access control, including video, and personal guard services. They are mentored by Security Partners, CA and are seeking UL certification. www.madisonclubca.com CORRECTION: The name of the Canadian province Leamington was misspelled in the Fall 2014 issue of CSAA Dispatch in the new member announcement for Kelcom/ Security One. We regret the error. To learn how your company can benefit from CSAA membership and take full advantage of our resources and opportunities, contact Becky Lane, CSAA Vice President of Membership, at membership@csaaintl.org or 703-242-4670 x18.
BAE Systems Platforms and Services Security Operations Center, Sterling Heights, MI A defense agency, BAE provides consulting services to the Defense department, offering Electronics and Systems Integration, Cyber and Intelligence, Military and Technical Services, IT and Information Systems and other services. The UL listed security operations center monitors nearly 500 of its locations providing security services and guard services. www.baesystems.com
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Winter 2014
CSAA Member News
The Central Station Alarm Association (CSAA) International is pleased to bring you the following news from CSAA members. Please send your news items and announcements to CSAA’s Marketing and Communications Department at: communications@csaaintl.org.
BOLD
DMP
Bold Technologies acquired fellow automation provider ABM Data Systems in September. The acquisition significantly increases Bold’s customer base and supplements the company’s product portfolio, while adding substantial industry experience to the Bold Technologies’ team. Following the acquisition of ABM Data Systems, Bold added the ABM staff members to the Bold team. ABM’s tenured staff members bring more thanr 90 years of combined industry experience to Bold Technologies.
Digital Monitoring Products (DMP) has named Johnny Byard to the position of Dealer Development Manager in the company’s Mid-South Region. He will be responsible for developing new sales and providing ongoing service to DMP authorized dealers in Alabama, Johnny Byard Kentucky, and Tennessee, helping them to grow their businesses.
Joining Bold are Scott Lawson, Marti Sevier, Renee Shawley, Marco Camarena, Bill Boehl, and Jeanelle Felix.
Prior to joining DMP, Byard was the Strategic Accounts Manager for UTC Fire and Security, a Fortune 50 Company that provides fire, intrusion, access control, and video surveillance system design, installation, and monitoring. Additional work experience includes serving as an Area Sales Manager for Interactive Technologies Inc. and previous roles at GE and HID Global. He studied marketing at the East Tennessee State University. DMP has named John Luzzo to the position of Dealer Development Manager in the company’s New York Region. He will be responsible for developing new sales and providing ongoing service to DMP-authorized dealers in the New York region, helping them to grow their businesses.
Left to right: Back row – Bill Boehl, Chuck Speck, Rod Coles, Scott Lawson, Marco Camarena; Front row – Jeanelle Felix, Renee Shawley, Marti Sevier.
CITIZENS FINANCIAL GROUP Citizens Financial Group announced that David L. O’Brien, formerly of Bank of America Merrill Lynch, has been hired as Director of Specialized Banking. Based in Chicago, O’Brien will join veteran Boston-based Citizens banker Jane Westrich as part of a focused effort to expand Citizens’ commercial banking capabilities serving companies in the security alarm industry. O’Brien has more than 20 years of experience in structuring, underwriting and closing middle-market financing. He earned his MBA from the University of Chicago and a bachelor’s degree in finance from the University of Louisville. Winter 2014
Prior to this promotion, John was the DMP Director of Market Development, Retail Solutions. While in that role, he drew from his considerable industry expertise as he promoted the sale of DMP products in retail facility applications. He is an experienced security systems expert, including experience in technical and field-service management, national accounts, and divisional sales. John Luzzo
DMP has named Jonathan Adams as their Dealer Development Manager in the company’s Los Angeles sales region. 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, Adams was the Operations Manager– West Coast for Rapid Response Monitoring. He managed all west coast personnel, supported development of new business, and represented the organization at industry functions. Before that he was VP of Operations at Global Monitoring Solutions. In that role he oversaw the design (See CSAA Member News, page 24) CSAA Dispatch • www.csaaintl.org | 23
Member News from page 23
and construction of central stations, managed central station personnel activities and training, and was the Entré implementation specialist. Adams completed the CSAA Level 2 training and was selected by Security Systems News as a member of its “20 Under 40”, which recognizes “talented young security professionals who’ve displayed leadership qualities.” Jonathan Adams
NAPCO Napco Security Technologies, Inc., announced that Craig Szmania has been appointed Vice President of Sales - Napco Intrusion, Fire & Life Safety Division, reporting to Jorge Hevia, Senior Vice President, Sales & Marketing. Based in the Southeast, Craig comes to Napco from UTC Interlogix, with an extensive background in sales management and an impressive record of sales growth in the security industry. He is charged with Napco Security System Division’s sales of residential and commercial intrusion and fire products, iBridge Connected Home and Starlink 3G/4G communicators. Craig Szmania
2001 as Director of Marketing for System Sensor and went on to roles of increasing responsibility within the business. “Jeff brings more than 20 years of business management experience and previously held marketing, engineering, and
TRI-ED Following its recent acquisition by Anixter, TRI-ED Distribution is proud to announce its new logo as well as key management changes. Pat Comunale will now serve as President of Global Security Solutions. James Rothstein will serve as Senior Vice President of Global Marketing and Dirk Foreman will be responsible for Global/National Integrator Sales, both reporting directly to Pat Comunale. “The union of Anixter and TRIED makes for a very exciting combination,” Comunale states. “Anixter has built a strong global security business focused around video surveillance and access control, specifically ‘IP’ solutions. The addition of Tri-Ed’s business (product portfolio, supplier relationships and broad, diversified customer base) creates a platform to be a full-line global security distributor. It’s great for our customers, our suppliers and our combined employees.”
SYSTEM SENSOR System Sensor Names Jeff Klein General Manager Jeff Klein has been appointed General Manager for System Sensor Americas. Klein succeeds Tom Potosnak who, after six years as leader of System Sensor Americas, was appointed to a new role at Honeywell.
Jeff Klein
management roles in the finance, consulting, and defense industries,” says Gary Lederer, President of Honeywell Fire Safety.
Tiffany TurenoHuber
TRI-ED announced the promotion of Tiffany Tureno-Huber to Branch Manager, Seattle. She joined TRIED 14 years ago and has excelled in various customer service and
sales capacities. Her promotion follows the recent elevation of former Seattle Branch Manager Amanda Hoskins to Northwest Regional Manager. TRI-ED Buffalo recently hosted its first annual Classic Car & Motorcycle Show. Over 75 customers attended the event, with 100% of the proceeds going to the Wounded Warrior Project. Customers were treated to a BBQ dinner as they enjoyed the 24 classic cars on display. Tim Labenski, TRI-ED Buffalo’s Branch Manager, credits his Inside Sales Associate, Mike Katashuk, with spearheading this effort.“Mike came to me with the idea, knowing that many of our customers enjoy their classic cars and motorcycles and thought this would be a great avenue for them to showcase them and raise money for a great cause,” Labenski says. Labenski also credits each of the sponsoring vendors who made the Classic Car Show possible: Digital ID View, DSC, FLIR, Interlogix, OpenEye, Speco Technologies, and Watchnet. “The vendor community is very good to us and without their continued support, events like this wouldn’t be possible,” he adds. “The real winners today were the Wounded Warriors and we salute them for everything that they have done for our country.” For more information, please visit www.tri-ed.com.
Klein was most recently Vice President of Marketing for System Sensor Americas, a role he held for the past six years. He joined Honeywell in
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Winter 2014
VECTOR Vector Security, Inc., recently donated $10,000 to the National Center for Missing & Exploited Children. Over the last decade, Vector Security has raised more than $50,000 for the organization. The money was collected as part of an annual Technical Service Provider (TSP) Appreciation Event hosted by Vector Security. The event is an opportunity for the company’s service partners, manufacturers and distributors throughout North America to network as well as support an important cause through their sponsorship of the event. “Over the last 10 years, Vector Security has been an outstanding partner to our organization,” said National Center for Missing & Exploited Children COO Linda Krieg. “We thank Vector Security and its business affiliates for their unwavering commitment to helping missing and exploited children across the U.S. and look forward to continuing to work together to help make children safer.” Please send press releases and announcements for consideration to communications@csaaintl.org
Winter 2014
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CSAA Five Diamond Central Stations
R
Following are the CSAA central stations that have received or renewed their CSAA Five Diamond certifications since the publication of the Fall 2014 issue of Dispatch. CSAA applauds their commitment to the highest training standards in the central station monitoring industry. Questions about the CSAA Five Diamond program? Contact Becky Lane at blane@csaaintl.org or 703-242-4670 x 18. 1 Time, Inc. (since 11/2014) Monitor America, LLC (since 6/2013) Henderson, NV Moonachie, NJ http://1timesecurity.com www.monitor-america.com Life Alert Emergency Response, Inc. (since 11/2014) http://www.lifealert.com
Protection One, Inc. (since 9/2014) Irving, TX www.protection1.com
CSAA Five Diamond News
The winner of the Marketing MARVEL Award receives extensive coverage in SSI. Read “Engineered Protection Systems Engineers Protection Perfection,” the full story about the 2014 winner, Engineered Protection Systems (EPS), at www.securitysales.com/article/engineered_ protection_systems_engineers_protection_perfection .
It’s time again to enter CSAA’s annual recognition programs for CSAA Five Diamond companies! The CSAA Five Diamond Marketing MARVEL Awards Program recognizes CSAA Five Diamond companies that have used their CSAA Five Diamond designation to better position themselves in the marketplace. This program, sponsored by Security Sales & Integration (SSI),is meant to: • Recognize and honor companies that have used their CSAA Five Diamond designation in creative ways to gain a competitive advantage in the marketplace. • Inspire others to market their CSAA Five Diamond advantage. • Help other CSAA Five Diamond companies create their own CSAA Five Diamond Marketing Toolkit. • Heighten awareness of the CSAA Five Diamond Program to CSAA members and the industry at large. • Inspire ALL companies engaged in security monitoring to enrich their operations by educating them about the “best marketing practices” of CSAA Five Diamond companies. Elevate the profile of CSAA Five Diamond companies and CSAA for their professionalism in the eyes of the mainstream media and general public. All CSAA Five Diamond Marketing MARVEL Award entries are reviewed by a panel of judges selected by CSAA and members of the CSAA Five Diamond Marketing MARVEL Awards Program Subcommittee. The judges are not affiliated with any currently-operating central station. Entry deadline for 2015 is April 20. For more information, visit csaaintl. org/csaa-five-diamond-marketingmarvel-awards. 26 | CSAA Dispatch • www.csaaintl.org
CSAA Five Diamond Excellence Awards Sponsored by SDM Magazine, the CSAA Excellence Awards recognize outstanding FM Global,Intertek/ ETL or UL-listed central stations and their exemplary personnel. Following are the award categories: • CSAA Central Station of the Year • CSAA Central Station Manager of the Year • CSAA Central Station Operator of the Year • CSAA Central Station Support Person of the Year These companies and professionals are recognized for making a significant contribution to the betterment of the alarm industry and the alarm profession while demonstrating exceptional service to their customers and community. Entries are judged by a blue-ribbon panel appointed by CSAA. Entry deadline for 2015 is March 27. For more information, including a report on the 2014 winners, visit csaaintl.org/csaa-excellence-awards.
CSAA is working on new initiatives to promote companies who have earned CSAA Five Diamond status. Stay tuned for future announcements. Winter 2014
AICC Update The Alarm Industry Communications Committee held its fall meeting in September in Arlington, VA. The committee currently has 45 members. Of particular concern and interest to the committee at this time are the possibility of a new Telecommunications Bill, the debate over net neutrality, and developments regarding Verizon’s discontinuance of copper wire and move to fiber. Members of the AICC have also been involved in strategy sessions and discussions regarding the possibility of the alarm industry’s partnering with FirstNet, the First Responder Network Authority. (See page 28 for more information.) At the September meeting, the AICC honored retiring CSAA Executive Vice President Steve Doyle with a special award for his many years of work with the committee.
Steve Doyle (left) and AICC Chair Lou Fiore
In December, the committee launched a Digital Alarm Communication Transmitter (DACT) Signal Anomoly Questionnaire to monitor signal interruption by lost telecom connectivity. CSAA members who did not receive an email alert about the questionnaire should contact communications@csaaintl.org. The next meeting of the Alarm Industry Communications Association (AICC) is December 4 in Arlington, VA.
Call for Public Comment: Revision of CSAA Standard CS-V-01 Due to new technologies and successful efforts to reduce false alarms, CSAA International has begun 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. Public comments are now being accepted on the revision draft. This standard 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. This standard, adopted by various states and local units of government, recognizes the lifesaving benefits provided by professionally-monitored security and fire alarm systems. “There’s no doubt that verifying an alarm signal by a monitoring central station will drastically reduce false dispatches,” said Lou Fiore, CSAA International Executive Vice President. “This standard takes verification to its next
Winter 2014
level by defining multiple call verification, audio and video verification. The methods outlined in the standard have been tested and proven to achieve a lower level of false dispatch. This is what our industry needs to take the next step forward in this important area.” Comments will be accepted until 5:00 pm Eastern Time on January 16, 2015. Forward complete comments forms to Becky Lane at membership@csaaintl.org. Find the draft standard and download the form at csaaintl.org/standard.
CSAA Dispatch • www.csaaintl.org | 27
Regulatory Update from page 26
Regulatory Update
Wireless Report By John Prendergast
AICC files Comments on FirstNet RFI on Partnering On October 27, AICC filed comments on the FirstNet Request for Information (RFI) regarding partnering/secondary use of FirstNet by non-first responders.
it will face in expanding, maintaining and updating its network. Congress intended that FirstNet be self-funding on a permanent basis, and it therefore authorized FirstNet to charge network user fees and to collect lease fees related to network capacity from public safety entities and secondary network users.
FCC Proposes Allowing Dispatch, Other Uses of Paging and Radiotelephone Service Spectrum The FCC has issued a Public Notice asking for comment on relaxing that technical rules relating to the Part 22 Paging and Radiotelephone Service Rules. These are lowband, VHF and UHF channels and channel pairs allocated for services that are no longer really needed with the advent of cellular. The language that may be of interest to AICC members is as follows: “Such an update could result in licensees deploying innovative technologies, deploying narrowband equipment, or using offset frequencies if they hold adjacent channel blocks.”
The comments pointed out that the alarm industry is positioned to serve as a valuable partner of FirstNet, by utilizing the NPSBN for quasi-public safety alarm operations; and at the same time alarm operations can provide to FirstNet and first responders access to valuable capabilities, such as real time incident scene video and data. Alarm companies could send broadband alarm information over the NPSBN, which could offer a reliable network built to greater survivability standards than commercial systems, greater predictability of technology evolution, and pricing that competes with commercial carrier offerings. In exchange, FirstNet could gain a stable, reliable group of “anchor tenants” to utilize excess capacity on the NPSBN, providing a long term, steady stream of revenues that would help FirstNet to meet the ongoing financial challenges 28 | CSAA Dispatch • www.csaaintl.org
This begs the question of whether the Part 22 channels could provide another source of low power offsets usable for alarm companies, if the rules are modified in the correct fashion. At a minimum, alarm equipment manufacturers will want to look over the Part 22 channels and technical rules to see if there are tweaks that would turn these frequencies into usable offsets. For instance, the FCC mentions that you may have to hold two adjacent full power channels if you want to use the offset frequency in between. Is it practical to put alarm offset operations on the frequency in between if there are two unrelated, higher powered operators on either primary? If so, AICC can advocate allowing unrelated offset users, and perhaps rules that would facilitate such operations similar to the creation of the Low Power Pool when the Part 90 frequencies were pooled together in the 1990s.
The FCC has generally been flexible in authorizing licensees in the Part 22 Paging and Radiotelephone Service to provide various voice and data type services provided that the licensees comply with all applicable Part 20 and 22 rules and any rule waivers that may have been granted. Several companies are using these frequencies for trunking and dispatch type services, sometimes pursuant to an FCC waiver, to fill the void left by Nextel. The FCC’s Wireless Telecommunications Bureau is seeking comments on any technical or operational flexibility that the Commission may provide that could result in a more intensive use of these legacy paging channel. Comments are due December 17, 2014 and reply comments are due January 19, 2015.
FCC Makes Changes to 700 MHz Public Safety Narrowband Spectrum Rules; Action May Signal Reduced Interest in Further Narrowbanding in Other Bands The FCC has adopted rules which will implement changes to the rules governing the 700 MHz public safety narrowband spectrum (769-775/799805 MHz) that are designed to promote the flexible and efficient use of public safety spectrum in the 700 MHz band. Significant among these changes is the elimination of the December 2016 interim deadline to narrowband these frequencies to 6.25 kHz wide channels as well as revising and updating various the technical rules in order to enhance interoperability and open up channels to new uses. Finally, the FCC released reserve spectrum in order to make sufficient spectrum available to licensees migrating from the UHF T-Band. In eliminating the 700 MHz narrowbanding requirement, the FCC concluded that the December 31, 2016 narrowband implementation deadline was not in the public interest since it would force many licensees (See REGULATORY UPDATE, page 29) Winter 2014
Regulatory Update from page 27
to modify or replace existing systems well before the end of their useful life, and thus strand significant investment in existing systems. Additionally, the FCC was also concerned that the development of 6.25 kHz equipment had not yet matured since there was a lack of open standards for this equipment. The FCC did not, however, eliminate the flexibility of the Regional Planning Committees to determine their individual spectrum needs, since requirements may vary from region to region and the Regional Planning Committees are in the best position to determine the needs of their particular region. The FCC noted that some licensees have already narrowbanded to 6.25 kHz and encouraged the Regional Planning Committees to explore this option in areas where channel capacity is at a premium. The FCC also noted that by providing Regional Planning Committees flexibility in the deployment of 700 MHz public safety systems, it could also foster the development of broadband systems and encouraged Regional Planning Committees to explore various options – including broadband. Likewise, inasmuch as the FCC eliminated the December 2016 narrowbanding deadline, it also eliminated the December 31, 2014 interim deadline with respect to the marketing, manufacture and importation of 700 MHz equipment that was not capable of operating with a 6.25 kHz bandwidth. The FCC’s touting of “flexibility” would seem to be a good omen for the issue of if and when the FCC will mandate the next step for narrowbanding in the 460 MHz band used by alarm cos. The 460 MHz band and other Part 90 frequencies are not really candidates to be used for broadband, unlike 700 MHz spectrum; however, if the industry moves toward other flexible uses on the UHF band that call for more spectrum rather than less, it would bolster a similar finding for moving away from further narrowbanding. Winter 2014
FCC Initiates Inquiry on Fifth Generation (5G) Mobile Services The FCC has adopted a Notice of Inquiry (NOI) to examine the potential use of spectrum bands above 24 GHz (so-called “millimeter wave” or “mmW” spectrum) for extremely high-speed Fifth Generation (5G) mobile services. Initial comments on the item (FCC 14-154) are due December 16, 2014 with reply comments due by January 15, 2105. “Today’s NOI begins our formal inquiry into this technology – asking many detailed questions about how it works, and how it is different from current technology,” said FCC Chairman Tom Wheeler in a prepared statement. “The NOI also is designed to develop a record about how these technologies fit into our existing regulatory structures, including how they can be authorized, to make sure we are facilitating and not unduly burdening their further development.” By way of background, most mobile networks today use spectrum bands below 3 GHz primarily due to the favorable propagation characteristics of that spectrum and suitability of these lower frequency spectrum bands to current technology. For example, Cellular Radiotelephone Service uses the 845-890 MHz bands, Personal Communications Service and Advanced Wireless Services utilize spectrum in the 1.7-2.1 GHz range, and the Broadband Radio Service utilizes spectrum in the 2.5 GHz range. However, as technology has developed, some equipment manufacturers are now developing ways to provide non-line-of-sight services in spectrum bands previously thought to be limited to fixed pointto-point or point-to-multipoint use (such as 24 GHz, LMDS, 39 GHz and the 79/80 GHz bands). These higher frequency bands are most likely to be used in areas where traffic demands exceed available capacity, such as urban areas, event venues, and other
locations experiencing congestion due to high density use. As of yet, there no consensus definition of 5G, but researchers believe it should accommodate an eventual 1000-fold increase in traffic demand, supporting high-bandwidth content with speeds in excess of 10 gigabits per second (Gb/s); end-toend transmission delays (latency) of less than one-thousandth of a second; and, in the same networks, sporadic, low-data-rate transmissions among an “Internet of things.” Standards bodies and industry groups are working to complete the preparation of 5G technical standards in the 2016-2018 time frame, with initial deployment of services using these technologies expected around 2020. The purpose of the FCC’s proceeding include learning about the development status of enabling technologies that are essential to build mobile broadband networks in frequencies above 24 GHz, identifying mmW bands that could be suitable for the provision of so-called 5G mobile services, and exploring the technical challenges that deployment of a new generation of mobile technology will present. It will be awhile before this turns into an actual rule, since the FCC will have to have a formal rulemaking after taking comments on the Notice of Inquiry. But it shows that 5G is on the horizon. The 24 GHz band is very high in the spectrum band and therefore will have very short propagation. It may very well serve as a complement to what the alarm industry does, with or without FirstNet. But licensees probably could not expect a typical signal to travel more than a mile or so, and in most cases much less than that – 200 meters or so.
FCC Adopts NPRM on Unlicensed Operation in the TV Bands, 600 MHz Band At its September 30 meeting, the FCC adopted a Notice of Proposed Rulemaking to revise rules for (See REGULATORY UPDATE, page 30) CSAA Dispatch • www.csaaintl.org | 29
Regulatory Update from page 28
unlicensed operations in the TV bands and new 600 MHz Band, including fixed and personal/portable white space devices and unlicensed microphones. According to the press release, the proposed changes and new rules are “intended to allow more robust and spectrally efficient unlicensed operations without increasing the risk of harmful interference to other users.” The Commission’s Part 15 rules permit devices to operate on unused “white space” spectrum between TV stations. The Notice of Proposed Rulemaking fulfills the Commission’s commitment in the Incentive Auction Report and Order to consider changes to its existing Part 15 rules to facilitate unlicensed use of the television bands, 600 MHz Band guard bands and channel 37. Following the incentive auction, with the repacking of the television band and the repurposing of current television spectrum for wireless services, there will be fewer frequencies in the UHF band available for use by unlicensed fixed and personal/portable white space devices and wireless microphones. The proposed changes to Part 15 rules are designed to allow for more robust service and efficient spectral use in the frequency bands that are now and will continue to be allocated and assigned to broadcast television services, while continuing to protect authorized users from harmful interference. The 600 MHz Band Plan adopted in the Incentive Auction Report and Order also provided new opportunities for unlicensed white space devices in the repurposed 600 MHz Band guard bands and channel 37. The Notice also proposes and seeks comment on rules to permit those operations, while protecting authorized licensed services from harmful interference. 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 30 | CSAA Dispatch • www.csaaintl.org
alarm equipment manufacturers to monitor this proceeding to ensure the Commission makes good on its designs to avoid increasing harmful interference in these bands.
Update on Fake Towers Recently, reports have cropped up about the use of “fake” cell towers to track cell phone users. The towers essentially “trick” 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. More recently, T-Mobile has reportedly been upgrading its network to make it more difficult for surveillance equipment to eavesdrop on calls and texts, according to the Washington Post. “The upgrade involves switching to a new encryption standard, called A5/3, that is harder to crack than older forms of encryption,” Ashkan Soltani and Craig Timberg of the Washington Post explained. Since these towers can not only trick cellular devices into connecting with them, but in some cases actually intercept calls, there may be some concern when it comes to alarms transmitted by cellular devices, similar to the concerns raised in the prison system proceeding.
VoIP Phone Systems Can be Subject to Hacking, Leaving Businesses with Huge Losses News outlets are reporting that over the past year, communications fraud involving VoIP systems has resulted in almost $4.75 billion dollars in fraudulent phone calls to premiumrate telephone numbers in foreign countries such as Somalia, Gambia and the Maldives. The scams are reportedly perpetrated by hackers
without the knowledge of the business owner by breaking into the Internet connected phone network over a weekend or holiday when the businesses are typically closed and routing hundreds of calls to premiumrate telephone numbers that have been leased by criminal organizations. Because hackers are using high speed computers, they are able to make hundreds of calls at the same time, which increase the charges to the unwary business exponentially. In some cases, small businesses have been saddled with fraudulent phone charges as high as $200,000. As a result of this fraudulent activity, there have been calls from Congress for the FCC and law enforcement to take action against fraudsters, but to date, there apparently has not been much movement or interest. If an alarm service provider is using a VoIP system for its telephone system, it is critical that the company have protections in place to prevent hackers from gaining access to its system over the Internet. Protections can include disabling any call-forwarding features, and requiring strong passwords for voice mail systems and for placing international calls. Essentially, experts are saying that VoIP phone systems should be treated like any other computer device that is connected to the Internet. Alarm companies using VoIP-based technologies will also want to work with liability counsel about communicating this risk, and potential remedies, to their customers.
FCC Proposes $10,000 Fine Against Global Tower For Failing to Properly Light Tower The FCC has issued a Notice of Apparent Liability against Global Tower for failing to (a) properly light its antenna tower at Oak Park, Michigan and (b) monitor its antenna tower lighting as required by the FCC’s Rules. In particular, the FCC’s field agents noted that the antenna tower had (See REGULATORY UPDATE, page 31) Winter 2014
Regulatory Update from page 29
been unlit for two consecutive nights. Upon investigation, Global Tower conceded that it had been unaware that the tower was dark and that it had failed to properly monitor the tower’s lighting system or maintain an operational lighting alarm system. The FCC treats violations of its obstruction marking and lighting rules very seriously because of the dangers to air navigation. Tower compliance is one area that prompts FCC inspections. In addition to maintaining proper marking and lighting, it is critical that appropriate notifications be made to the FAA in the event of a light outage. Here, even though Global Tower took prompt action to remedy the light outage and repair its alarm monitoring system, the FCC has proposed a fine in the amount of $10,000.
Wireline Report By Mary J. Sisak and Ben Dickens
AICC has participated in a number of separate, but related proceedings, all focused on the future of the communications network in light of the evolution of the network to broadband. This evolution presents technical and business issues for the alarm industry. Further, while the alarm industry (and other consumers) have enjoyed certain protections in connection with traditional communications services because of federal and state oversight of traditional wireline and wireless companies, these protections may not be available (and, in many cases, are not currently available) in connection with broadband services. The current debate is whether and to what extent, current protections and regulatory oversight should be applied to broadband services.
AICC Files Comment on the Communications Act Rewrite AICC filed comments in response to the request for white papers by U.S. House Energy and Commerce Committee Chairman Fred Upton (R-MI) and Communications and Technology Subcommittee Chairman Greg Walden (R-OR), in connection with the effort to rewrite the Communications Act. Through a series of white papers, the House Energy and Commerce Committee is building a record on whether and how the Communications Act and the FCC’s authority, should be modified in light of the transition to broadband. In general, the Communications Act currently gives the FCC different types and degrees of authority over communications service providers depending on the type of service provided. As a result, different regulations apply to telephone, wireless and cable services and service providers. Also, in general, the current protections in the Communications Act for consumers, including alarm companies, apply to common carriers and do not apply to broadband providers. In its comments, AICC stated that alarm service providers utilize many types of communication technologies and services in their provision of alarm services, including traditional telephone service, wireline and wireless broadband services, and the Internet and that its primary concerns are to ensure (1) that there are reliable and stable communications networks and services, no matter the technology, and that those networks are consistent; (2) that spectrum should be available for alarm services and the rules applicable for spectrum
use should be fair and stable; and (3) that alarm data is not blocked or hindered in its transmission by any network or service provider. Although AICC did not promote a specific regulatory structure, it stated that it is not clear that a hands-off regulatory environment will achieve these results. AICC also promoted the standards in NFPA-72. AICC argued that as TDMbased networks are transitioned to Internet Protocol (IP)-based networks and with the advent of alternative communication providers and services, the traits of the traditional local telephone network must be preserved. AICC argued that the standard developed by the National Fire Protection Association (NFPA) for voice services used in connection with fire protection, NFPA 72, ensures reliable and accurate communications and ensures that life/safety functions are preserved. Pursuant to NFPA 72, a managed facilities-based voice network (MFVN) should be functionally equivalent to traditional TDM-based telephone service provided by authorized common carriers with respect to dialing, dial plan, call completion, carriage of signals and protocols, and loop voltage treatment. In addition, MFVN must provide a number of features, including 8 hours of standby power supply capacity for MFVN communications equipment located at the protected premise or field deployed and 24 hours of standby power supply capacity for MFVN communications equipment located at the communication service provider’s central office. NFPA 72 also requires MFVN providers, when providing service to a new customer, to give notice to the customer of the need to have any connected alarm system tested by authorized fire alarm service personnel to make certain that all signal transmission features have remained operational, including the proper functioning of line seizure and
(See REGULATORY UPDATE, page 32) Winter 2014
CSAA Dispatch • www.csaaintl.org | 31
Regulatory Update from page 30
the successful transmission of signals to the supervising station. AICC also stated that following these standards will ensure that millions of current alarm users are not forced to incur costs to unnecessarily, and potentially inappropriately, change components and systems or amend personal utilization habits that have proven to be very reliable. Existing alarm systems work well now and will work well in the IP world if the standards are followed and provided broadband installers are trained to reinstall alarms and full functionality is tested.
AICC Files Comment on the FCC’s Open Internet (Net Neutrality) Notice of Proposed Rulemaking AICC filed comments in support of the Commission’s proposal to impose Open Internet or Net Neutrality rules on wireline and wireless broadband service providers. In general, the Open Internet rules are intended to extend protections that consumers and enhanced service providers (including alarm companies) have under Title II of the Communications Act when dealing with common carriers, to broadband providers. The FCC had imposed certain requirements in an earlier Order, which was reversed by the court, in part. In this proceeding, the FCC seeks to re-impose certain requirements on broadband providers to prevent anti-competitive and discriminatory activities. It should be noted that some interested parties argue that the FCC should find that broadband access service providers are common carriers subject to Title II of the Communications Act. If the FCC made this determination, separate Open Internet rules applicable to broadband providers would not be necessary. In comments, AICC supported the FCC’s proposal to strengthen the transparency rule and to reimpose the anti-blocking and nondiscrimination rules for broadband
services, arguing that communications providers have the ability and incentive to discriminate against the alarm industry in connection with wireline and wireless, fixed and mobile broadband networks and services. AICC also argued that alarm companies rely on enterprise services and broadband providers have the ability and incentive to engage in anticompetitive conduct with respect to these services. Accordingly, AICC supported a requirement that any commercial arrangements between a broadband provider with a verticallyintegrated affiliate or third party for the offering of enterprise services must be offered on the same terms to other third parties. AICC supported efforts to strengthen existing transparency requirements for broadband services that are provided to end user customers. AICC stated that broadband providers should be required to directly inform customers of the need for backup power during a power outage and the parameters of any backup power they supply; that when installing broadband service the customer should contact their alarm company to ensure their alarm service continues to work; and whether they comply with NFPA 72 or its equivalent. AICC stated that broadband providers should be required to inform enhanced service providers (including alarm companies) of the parameters of their network, such as data compression, to ensure that legacy alarm systems can still communicate with the central monitoring station. AICC argued that disclosure
concerning back up power also is necessary, as well as disclosure concerning the broadband provider’s network practices and performance characteristics, such as bandwidth restrictions. AICC supported applying the more stringent no-blocking rule that applies to fixed wireline and wireless broadband providers to mobile wireless broadband providers. The Commission’s proposed no-blocking rule would prohibit fixed broadband providers from blocking “lawful content, applications, services, or nonharmful devices, subject to reasonable network management.” According to the Commission, its new proposed rule would require fixed broadband providers “to furnish edge providers with a minimum level of access to their end-user subscribers” and “allow broadband providers sufficient flexibility to negotiate terms of service individually with edge providers....” AICC argued that this standard should apply to all broadband providers, fixed and mobile. AICC also argued that the FCC should adopt a rule prohibiting unreasonable discrimination. Instead of a rule prohibiting unreasonable discrimination in connection with the provision of broadband services, the Commission’s NPRM proposes to adopt a rule requiring broadband providers to use “’commercially reasonable’ practices in the provision of broadband Internet access service.” AICC argued that this proposed rule should not be adopted and instead the FCC should adopt a (See REGULATORY UPDATE, page 33)
32 | CSAA Dispatch • www.csaaintl.org
Winter 2014
Regulatory Update from page 31
rule prohibiting unreasonable discrimination and that the rule should apply to both fixed and mobile broadband providers. However, to the extent the Commission does not adopt a no-unreasonable discrimination rule and instead adopts a commercial reasonableness rule, AICC argued that the FCC should bar outright paid prioritization as a commercially unreasonable practice.
AICC Files Comment on Verizon Network Change Notifications to Retire Copper Facilities Previously, AICC filed comments on a network change notification filed by Verizon New York, Inc. and Verizon Virginia LLC to retire copper in the Belle Harbor New York wire center and Ocean View Virginia wire center, respectively, and “to serve all customers over a fiber infrastructure.” Since that filing, Verizon has submitted a number of additional network change notifications to the FCC, which AICC has opposed. In all cases, AICC argued that the Commission’s network change notification process is not sufficient because the process does not require
Verizon to notify consumers of the proposed change or to provide information concerning how the change will impact the consumers’ communication service. AICC further argued that the network changes proposed by Verizon should be subject to the Commission’s Section 214 process because the proposed changes will result in a reduction or impairment of service to customers in the affected areas. In particular, AICC highlighted the fact that service over fiber facilities will not work during power outages without backup power and that Verizon’s practices with respect to the Optical Network Terminal and backup power are lacking. AICC also argued that it would be an impairment or reduction of service to the extent Verizon does not comply with NFPA 72.
AICC Opposes CenturyLink’s Request Asking the FCC to Forbear from Regulation AICC opposed a petition filed by CenturyLink, in which it asked the FCC to grant to it regulatory forbearance, in line with the forbearance previously granted to Qwest, AT&T and Verizon. Instead, AICC argued
that these earlier forbearance decisions should be revisited because the market power analysis used in the proceedings was fatally flawed based upon the apparent assumption that a broadband duopoly is enough competition in enterprise markets and subsequent events have proven wrong earlier optimism that pro-competitive conditions would improve enough to justify the forbearance. AICC argued that Commission policy now favors a much closer look at market conditions, including in enhanced service provider markets protected by Open Network Architecture Rules. AICC argued that the CenturyLink request for forbearance and the earlier forbearance grants should be re-examined under the bright light of a market power analysis, consistent with the Phoenix Order. John Prendergast, Sal Taillefer, Benjamin H. Dickens, Jr. and Mary J. Sisak are attorneys with the law firm of Blooston, Mordkofsky, Dickens, Duffy& Prendergast, in Washington, D.C. For more information, please call 202-659-0830 or see www.bloostonlaw.com
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CSAA Dispatch • www.csaaintl.org | 33
Central Station Operator Level 1 Training Graduates (September 2014 – November 2014)
The Central Station Alarm Association (CSAA) is pleased to present its list of graduates from the Central Station Operator Level 1 Online Training. These operators have fulfilled all of the requirements to pass Level 1. First Name
Neil Ray L. Abiola Kamel Zakaria Juan Amy Shiela Joshua Hooks Kaoru Ayoub Michael Chris Jonny Katelyn Darwin Nancy Jesse Kaitlyn Tanner Salena Madison Roberta Marlene Amanda Linda Neil Iris David Brent Christina Kadir Justin Joseph P. Angelita Leif Kristin Robert Francois Kathleen Tynisha Dajouna Tiffany Richard Amanda Mario Jolyssa Aldo David Amy Patricia Robert Brenda Daniel Jabir Brian Bruce Brandie Christian Mark Araceli
Last Name
Company
Aguilar Protection One Alarm Monitoring Inc Akin The Madison Club Owners Association Akinyemi API Alarm Inc. (CA) Akkache Guardsmark Alaoui Mdaghri Commissionaires Manitoba Alcantar Life Alert Alexander Vector EAST Amerson Hunter Security Inc Anacleto First Alarm Anthony Interface Aoki-Barnett API Alarm Inc. (CA) Aqbali Commissionaires Manitoba Armstrong Vivint, Inc. Arnett Protection One Alarm Monitoring Inc Arreola SMG Security Systems, Inc. Auces United Central Control Avecilla De Prati Ayala Casco Security Ayala Interface Security Bagge Engineered Protection Systems, Inc. Bailey Security Partners, LLC Banales Post Alarms Systems Barlow AvantGuard Monitoring Centers Barthelemy Affiliated Monitoring Barton Post Alarms Systems Bashar VRI Bell-Hensel Per Mar Security Services Belnap LDS Church Benitez Protection One Alarm Monitoring Inc Benson Protection One Alarm Monitoring Inc Berman Walgreens Bernsen API Alarm Inc. (CA) Bethancourtt Seguridad Unida- Global Bank Blair 1Time Bliss Vivint, Inc. Bonds First Alarm Boren Avantguard Monitoring Centers Bridges Life Alert Brimmer Vivint, Inc. Brouillette CCAQ Brown FE Moran Brown Alarm Center Inc. Brown Affiliated Monitoring Brown VRI Bunkiewicz Monitor America Burgess VRI Burkins Protection One Alarm Monitoring Inc Cabrera Monitronics International Camara API Alarm Inc. (CA) Camarillo CenterPoint Energy Cameron Central Security & Communications Cannell Protection One Alarm Monitoring Inc Cantor G4S Cantu Monitronics International Carlisle Vivint Inc. Carnegie Affiliated Monitoring Carridice Ackerman Security Systems Carty Protection One Alarm Monitoring Inc Casey Protection One Alarm Monitoring Inc Ceja Life Alert Cerar Commissionaires Manitoba Cervantes Life Alert
34 | CSAA Dispatch • www.csaaintl.org
Graduation
9/30/2014 10/29/2014 10/17/2014 10/24/2014 10/1/2014 8/22/2014 9/10/2014 10/27/2014 9/12/2014 9/18/2014 10/31/2014 11/3/2014 9/2/2014 9/27/2014 9/24/2014 8/19/2014 10/27/2014 10/14/2014 10/20/2014 10/29/2014 8/19/2014 10/6/2014 10/29/2014 9/13/2014 10/11/2014 8/18/2014 10/13/2014 10/3/2014 9/9/2014 9/19/2014 10/12/2014 10/31/2014 10/25/2014 10/23/2014 8/28/2014 9/26/2014 10/30/2014 8/17/2014 9/11/2014 8/22/2014 9/17/2014 9/24/2014 10/11/2014 10/13/2014 9/30/2014 10/13/2014 9/1/2014 10/20/2014 10/30/2014 10/30/2014 10/12/2014 8/28/2014 8/25/2014 9/29/2014 9/9/2014 8/21/2014 10/28/2014 9/9/2014 9/25/2014 8/24/2014 10/23/2014 8/29/2014
First Name
Alfredo Yvonne Calvin Emily Ryan Jenni Patrick Chelsey Amy Amy Kasie Sharel Lisandra Claude Shandiin Erin Catherine Carlos Latisha Kevin Amy Jorge Chelsey Michael Justin Will Kathryn Jenny Chris Anita Sibrina Corey Juan Eileen Shelly Melissa Jaime Ryan Savanna Susan Shamik Stephen Ian Brad Meghann Damen Sean LaSheena Breann Lindsey Erika Tiffany Betty Sandy Erin Bruce Anthony Kevin Ethan Sam Lenequar Shermain
Last Name
Company
Graduation
Chandler Seguridad Unida- Global Bank 10/25/2014 Chiquito Alarm Specialist Corp 9/11/2014 Chu API Alarm Inc. (CA) 10/24/2014 Clare Towne Monitoring Service 8/17/2014 Clunas City Of Toronto 8/28/2014 Collado Guardian Protection Services 9/29/2014 Columbia The Protection Bureau 10/19/2014 Combs VRI 10/27/2014 Cook 1Time, Inc. 10/26/2014 Cooper Protection One Alarm Monitoring Inc 9/29/2014 Cooper VRI 10/27/2014 Cortez Monitronics International 11/1/2014 Cotto Genesis Security Services, Inc. 8/18/2014 Covington Safe Systems 10/21/2014 Crank Vivint Inc. 9/11/2014 Croghan Diebold 9/15/2014 Cronin Vector EAST 10/28/2014 Cuevas Protection One Alarm Monitoring Inc 9/14/2014 Cummings Affiliated Monitoring 8/16/2014 Dailey Walgreens 10/2/2014 Damron G4S Secure Solutions 9/19/2014 De La Vega United Central Control 8/19/2014 Deal Ackerman Security Systems 9/7/2014 Deal Avantguard Monitoring Centers 9/24/2014 Deggendorf Deere & Company 9/19/2014 Deines Simpli Safe 8/21/2014 Delaney Vector EAST 10/28/2014 Delgado VRI 11/2/2014 Derrick Sievers Security 9/18/2014 Diaz Alarm Tech Central Services, Inc. 10/30/2014 Dickerson Affiliated Monitoring 10/3/2014 Dishmen Affiliated Monitoring 9/12/2014 Dominguez Monitronics International 8/20/2014 Dominguez Life Alert 8/23/2014 Donaldson Avantguard Monitoring Centers 9/24/2014 Dorsey Protection One Alarm Monitoring Inc 9/4/2014 Dosal Thrive Intelligence 10/24/2014 Drohomyreckyj SMG Security Systems, Inc. 8/28/2014 Duffy Vector WEST 10/29/2014 Dunklin Protection One Alarm Monitoring Inc 9/10/2014 Dyson Alarm Tech Central Services, Inc. 10/17/2014 Eaton Vivint Inc. 8/29/2014 Eclin Alarm Central 9/9/2014 Elam VRI 9/26/2014 Elliott Casco Security 8/20/2014 Elliott Walgreens 9/11/2014 Elmassian Protection One Alarm Monitoring Inc 9/16/2014 Elmore CenturyTel Security Systems 10/6/2014 Emilien Monitronics International 9/16/2014 Erskin ADS Security L.P. 10/20/2014 Escamilla Monitronics International 8/25/2014 Essex Alarm Central 9/9/2014 Estrada Protection One Alarm Monitoring Inc 8/26/2014 Ewing Engineered Protection Systems, Inc. 9/27/2014 Facile Vivint, Inc. 8/26/2014 Fain Sievers Security 9/17/2014 Falls Ackerman Security Systems 9/20/2014 Farino Advanced Communications (AC3) 8/27/2014 Feldman API Alarm Inc. (CA) 10/22/2014 Fife Avantguard Monitoring Centers 8/27/2014 Fisher Monitronics International 9/30/2014 Foreman Vivint, Inc. 9/10/2014 (See Level I Online Training Grads, page 35) Winter 2014
Level 1 Online Training Grads, from page 34 First Name
Last Name
Company
Ian Frease Mylan, Inc. Francisco Galicia Protection One Alarm Monitoring Inc Benito Gallardo Monitronics International Brandon Gallentine Deere & Company Anthony Gantt Savannah River Nuclear, LLC Toni Garcia Post Alarms Systems Glen Garcia United Central Control Alicia Garcia Post Alarms Systems Irene Garcia Post Alarms Systems Joy Gardner Kastle Systems - Houston location Ryan Gause Vivint Inc. Tiffany Gavin Hunter Security Inc Paul George G4S Secure Solutions Beth Gerry Protection One Alarm Monitoring Inc Maria Gomez Interface Security Roy Grant Center for Domestic Preparedness Tunisia Greene DGA Security Marie-Eve Grenier Sentinelle Alarm Charles Gulley Turner Security Coralia Guzman-Chevez Monitronics International Melissa Hall Vivint Inc. Shanna Hanson Vivint, Inc. Kassie Harbath Avantguard Monitoring Centers Lauren Harlan Protection One Alarm Monitoring Inc Janaea Harper Vector WEST Missy Haskamp Protection One Alarm Monitoring Inc Pamela Hatchel FE Moran Chris Hayes Securitas Security Services USA Zane Hedegard First Alarm Matthew Heiner Avantguard Monitoring Centers Patricia Henry Reliance Protectron Montreal Andrea Henry Ackerman Security Systems Matthew Herman Vector WEST Kristin Hernandez Monitronics International Talia Hernandez Protection One Alarm Monitoring Inc David Hernandez United Central Control Hernan Hernandez Monitronics International Miriam Hernandez Monitronics International Brenda Herrera Avantguard Monitoring Centers Elisabeth Herring Avantguard Monitoring Centers Jasmine Hicks Bay Alarm Patrick Hildoer Avantguard Monitoring Centers Sherman Holland Protection One Alarm Monitoring Inc Sarah Hollon VRI Malik Hooks Affiliated Monitoring Ricardo Hualca De prati Carlos Hualca De Prati Rebecca Huerta Monitronics International Vonda Hummel Guardian Protection Services Christopher Hunt Avantguard Monitoring Centers Brittany Hunter Alarm Center Inc. Jeffrey Hupp Diebold Courtney Hutchens Hunter Security Inc John Isello Supreme Security Systems Abraham Issac Affiliated Monitoring Dre Jackson Protection One Alarm Monitoring Inc Jamie Johnson Protection One Alarm Monitoring Inc Derrick Johnson FE Moran Ricky Johnson Avantguard Monitoring Centers Raven Johnson DGA Security Amanda Johnson COPS Monitoring SCOTTSDALE Jacqueline Johnson FE Moran Charles Johnson API Alarm Inc. (CA) Adam Jolley Avantguard Monitoring Centers Humphrey Jonathan Interface Damar Security Services/Security Response Ctr. Leah Jones Belinda Jordan VRI
Graduation
8/26/2014 9/2/2014 10/18/2014 9/17/2014 8/26/2014 10/13/2014 8/19/2014 10/11/2014 10/10/2014 8/19/2014 8/29/2014 10/30/2014 9/17/2014 9/10/2014 10/16/2014 9/29/2014 8/26/2014 11/3/2014 9/2/2014 10/3/2014 8/29/2014 9/9/2014 8/21/2014 9/2/2014 9/24/2014 9/16/2014 10/30/2014 11/2/2014 9/23/2014 9/10/2014 9/25/2014 8/26/2014 9/24/2014 8/30/2014 10/2/2014 8/19/2014 9/28/2014 9/29/2014 9/10/2014 8/21/2014 10/1/2014 8/27/2014 9/18/2014 9/16/2014 8/24/2014 9/4/2014 9/23/2014 11/1/2014 9/16/2014 8/21/2014 10/7/2014 9/15/2014 11/2/2014 9/23/2014 8/15/2014 8/29/2014 9/3/2014 8/20/2014 8/27/2014 8/27/2014 10/24/2014 10/31/2014 10/30/2014 10/30/2014 10/4/2014 8/28/2014 8/18/2014
First Name
Carlton Raesha Marckindy Zeeshan Timothy Shanella Kayleigh Debra Constantin Justin James Simon Andre Tori Jonine Anthony Jeanine Markeyondra Barry Kim Arshley Stephanie Glenda Antoinette Lamond Athena Janeau Rafael Brandon Kayla Sarita Cindy Serena Amber Ashley Nicole Martin Mike Ryan Crystal Shaq Michael Mikiya Annette Desirae Karla Michael Jessica Cuitlahuac Sarah Diane Carlos Derek Kathy-Ann V. Michelle Danielle Molly Johnathen Kala Matt Malika Matt Shawn Fernando Mario Isabel Joe
Last Name
Company
Graduation
Jordan Protection One Alarm Monitoring Inc 8/21/2014 Jordan Affiliated Monitoring 11/2/2014 Jules Affiliated Monitoring 8/15/2014 Khalil City Of Toronto 10/21/2014 Khoyi BAE Systems 11/1/2014 King Protection One Alarm Monitoring Inc 9/25/2014 King VRI 10/27/2014 Kirklin VRI 9/16/2014 Klarer Walgreens 9/8/2014 Knott Universal Protection Service 10/14/2014 Lamp Securitas Security Services USA 11/2/2014 Lapierre Société québécoise des infrastructures 10/31/2014 Laplante Reliance Protectron Montreal 10/28/2014 Lasley American Burglary & Fire, Inc. 9/11/2014 Latar Life Alert 8/24/2014 Laudermilk Diebold 9/11/2014 Law AT&T 9/26/2014 Lawrence Monitronics International 9/21/2014 Lawrence Commissionaires Manitoba 10/13/2014 Lawrence API Alarm Inc. (CA) 10/30/2014 Lazarre Security Solutions Inc. 9/8/2014 Lee Protection One Alarm Monitoring Inc 9/16/2014 Lee WM Security Services, Inc 10/24/2014 Lee Monitronics International 10/9/2014 Lesure Protection One Alarm Monitoring Inc 10/2/2014 Lettman API Alarm Inc. (CA) 10/30/2014 Lewis Bay Alarm 10/9/2014 Leyva Genesis Security Services, Inc 9/5/2014 Lickly-Hanley FE Moran 9/17/2014 Lindgren Custom Communications Inc 9/26/2014 Little Ackerman Security Systems 10/28/2014 Littlejohn Protection One Alarm Monitoring Inc 9/23/2014 Liu Post Alarms Systems 10/10/2014 Lomax Protection One Alarm Monitoring Inc 9/16/2014 Lopez Life Alert 8/20/2014 Lowe Protection One Alarm Monitoring Inc 8/29/2014 Lynch-Myers Protection One Alarm Monitoring Inc 8/24/2014 Mains Life Alert 9/5/2014 Malone LDS Church 10/4/2014 Mangold VRI 10/28/2014 Manning Protection One Alarm Monitoring Inc 8/31/2014 Marriott Vivint Inc. 8/27/2014 Marshall Monitronics International 10/3/2014 Martella Vector WEST 9/24/2014 Martin Vector EAST 10/6/2014 Martinez Wal-Mart Alarm Central 9/11/2014 Martinez Protection One Alarm Monitoring Inc 9/18/2014 Martinez Protection One Alarm Monitoring Inc 9/26/2014 Martinez Monitronics International 10/21/2014 Martino Vector EAST 10/7/2014 Marty 1Time, Inc. 10/27/2014 Maturell Acadian 10/21/2014 Maughan LDS Church 10/10/2014 Mayers Vector EAST 9/9/2014 Mays Protection One Alarm Monitoring Inc 9/15/2014 Mays Monitronics International 9/29/2014 McCallum Sunoco, Inc. 10/30/2014 McClain Sievers Security 9/19/2014 McCutcheon Affiliated Monitoring 10/4/2014 Mcmillan Checkview Corporation 10/14/2014 McPherson Protection One Alarm Monitoring Inc 9/20/2014 McShea Wegmans Asset Protection 11/1/2014 Memone API Alarm Inc. (CA) 10/17/2014 Mena Life Alert 8/23/2014 Mendoza Wal-Mart Alarm Central 9/7/2014 Mendoza Monitronics International 8/27/2014 Menendez Life Alert 8/18/2014 (See Level I Online Training Grads, page 36)
Winter 2014
CSAA Dispatch • www.csaaintl.org | 35
Level 1 Online Training Grads, from page 35 First Name
Last Name
Company
Tamara Joseph Erin Shemika Alex Abraham Joe Tanae Stephanie Joe Magen Courtney Fawzia Amanda Justin Christopher Daniel Edwin Aracelia Angelia Gabriella Blessing Amber Stefanie Shaun Eucevio Bart Ardian Kimberly Gregg Samantha Chi Tanay Ricky Anthony Kyle Robyn Dawn Naomi Nancy Jerrica Vartan Anthony Cheryl Ivan Almina Chakema Jon Azariah Josh Mark Christopher Jonathan Luis Rafael Jeffrey Alex Adriana Bernard Dion Persi Amy Lisa Chris Eleodoro Christopher Naomi
Michel Affiliated Monitoring Micholson SMG Security Systems, Inc. Middleton VRI Miller Monitronics International Miller-Elton VRI Miranda Seguridad Unida- Global Bank Mireles Protection One Alarm Monitoring Inc Mitchell Ackerman Security Systems Mitchum Safe Systems Mize United Monitoring Mlekush Per Mar Security Services Mobley VRI Mohamed API Alarm Inc. (CA) Mongola Monitronics International Monllor Affiliated Monitoring Montelongo Interface Mooth Avantguard Monitoring Centers Morales Life Alert Moreno Life Alert Morgan Protection One Alarm Monitoring Inc Morin Northern911 Morka API Alarm Inc. (CA) Mowery Vector West Munchrath Protection One Alarm Monitoring Inc Murphy Vector East Navarro Monitronics International Neely Thrive Intelligence Nelson Kastle Systems - Houston location Nelson Vivint, Inc. Nelson LDS Church Newton Sievers Security Nguyen Protection One Alarm Monitoring Inc Nichols Affiliated Monitoring Nielson Vivint Inc. Nuno Alarm Center Inc. O’Brien Life Alert O’Keefe Vivint Inc. Olson Vector East Olvera Interface Orellana Post Alarms Systems Oshadipe Ackerman Security Systems Ourfalian Life Alert Page Protection One Alarm Monitoring Inc Page The Monitoring Center Pang Reliance Protectron Montreal Parker Affiliated Monitoring Parker Affiliated Monitoring Parli Mylan, Inc. Pattee Protection One Alarm Monitoring Inc Patterson Protection One Alarm Monitoring Inc Patterson Central Security & Communications Pauls API Alarm Inc. (CA) Pelletier Walgreens Pena Walgreens Pena Vector EAST Perez Life Alert Perez Life Alert Perez Life Alert Perez The Monitoring Center Perez SMG Security Systems, Inc. Petrov Protection One Alarm Monitoring Inc Piepenburg Casco Security Pierson Protection One Alarm Monitoring Inc Pillarick Interface Security Systems Pin Alamcenes De Prati s.a Placek Affiliated Monitoring Placid Affiliated Monitoring
Graduation
First Name
Last Name
Company
Graduation
10/3/2014 8/22/2014 10/28/2014 9/30/2014 10/27/2014 10/26/2014 9/24/2014 8/29/2014 9/20/2014 8/20/2014 9/24/2014 9/12/2014 10/17/2014 8/25/2014 10/6/2014 10/22/2014 9/24/2014 8/31/2014 8/28/2014 9/8/2014 10/15/2014 10/30/2014 9/24/2014 9/13/2014 10/7/2014 10/21/2014 8/20/2014 8/24/2014 8/22/2014 10/4/2014 9/17/2014 9/10/2014 8/27/2014 9/11/2014 9/18/2014 8/27/2014 8/26/2014 10/7/2014 10/22/2014 10/9/2014 8/29/2014 8/26/2014 9/3/2014 10/9/2014 10/3/2014 8/29/2014 8/22/2014 8/28/2014 9/20/2014 9/15/2014 10/17/2014 10/26/2014 9/8/2014 9/8/2014 9/8/2014 8/27/2014 8/27/2014 8/31/2014 10/9/2014 8/28/2014 9/15/2014 10/23/2014 9/24/2014 8/26/2014 10/20/2014 9/14/2014 9/13/2014
Louisa Gowsika Jamie Brittney Tira Melissa Grant Jomiah Pam Dustin Brianda Richard Fulgencio Vicente Cecelia Manuel Letty April David Kathy Nikki Heather Jaicee Victor Jacquelyn Javier Jeffrie Wieland Cindy Deronye Tonya Celia Lizbet Edgar Amie Jennifer Nichole Kendra Michel Valeria Eunice Ilving Raffi William Adam Jacqueline Kimberly Brenda Rory Kaniqua Natalie Sidney Vanessa Paulette Nyah Donna Samantha Crystal Steven Frank Leslie Kami Christian Deborah Breanna Rheanon Akira
Ponce Life Alert Poologanathan API Alarm Inc. (CA) Potthast Checkview Corporation Powell Avantguard Monitoring Centers Powell CenturyTel Security Systems Preciado Protection One Alarm Monitoring Inc Price Vivint Inc. Price Securitas Security Services - SoundTransit Proctor Protection One Alarm Monitoring Inc Profitt VRI Quintanilla Vivint, Inc. Rajchel Johnson Controls Ramirez Scotiabank El Salvador, S. A. Ramirez Securitas Security Services - SoundTransit Ramirez Gomez Life Alert Ramos Life Alert Ramos Protection One Alarm Monitoring Inc Rask Avantguard Monitoring Centers Remley Vivint, Inc. Reyes Life Alert Richmond VRI Ridenour Custom Communications Inc Rigby Avantguard Monitoring Centers Rios Protection One Alarm Monitoring Inc Rivera DGA Security Rivera BAE Systems Robalino Protection One Alarm Monitoring Inc Robert Interface Robinson Reliance Protectron Montreal Robinson Kastle Systems - Houston location Robinson Protection One Alarm Monitoring Inc Rodarte Life Alert Rodriguez Monitronics International Rodriguez Walgreens Rodriguez Alarm Central Rodriguez Life Alert Rodriguez Life Alert Rogers Affiliated Monitoring Roillard Monitronics International Romero Flores Monitronics International Rosales Monitronics International Rosas Vivint, Inc. Roubinian Life Alert Rowles Amherst Alarm, Inc. Ruggeberg Protection One Alarm Monitoring Inc Ruiz Mateo Vivint, Inc. Ryan VRI Rysdam First Alarm Sagers Vivint Inc. Sample Life Alert Sampson Protection One Alarm Monitoring Inc Sanchez Life Alert Sanchez Alarm Specialist Corp Sanders Protection One Alarm Monitoring Inc Sandy Redwire Sanna Vector EAST Sauceda Diebold Saucedo Protection One Alarm Monitoring Inc Schechter Affiliated Monitoring Schupp Affiliated Monitoring Segundo Life Alert Shaulis Diebold Siller Life Alert Simmons Hunter Security Inc Sipe Alarm Specialist Corp Smith United Central Control Smith Ackerman Security Systems
8/31/2014 10/17/2014 9/10/2014 9/10/2014 10/7/2014 9/17/2014 8/27/2014 10/29/2014 9/3/2014 9/26/2014 9/4/2014 10/31/2014 9/17/2014 8/26/2014 8/21/2014 8/29/2014 10/2/2014 8/21/2014 8/29/2014 9/3/2014 10/10/2014 9/8/2014 8/27/2014 9/25/2014 9/3/2014 10/26/2014 8/22/2014 9/18/2014 10/24/2014 8/16/2014 9/13/2014 8/26/2014 8/29/2014 9/8/2014 9/2/2014 8/25/2014 9/1/2014 11/2/2014 9/16/2014 10/23/2014 10/20/2014 9/15/2014 10/15/2014 10/13/2014 9/5/2014 9/3/2014 10/27/2014 9/9/2014 9/18/2014 8/24/2014 9/2/2014 8/29/2014 9/15/2014 9/22/2014 9/15/2014 10/23/2014 10/20/2014 9/28/2014 8/22/2014 8/19/2014 8/20/2014 9/15/2014 8/17/2014 10/30/2014 10/23/2014 8/19/2014 10/28/2014
(See Level I Online Training Grads, page 37) 36 | CSAA Dispatch • www.csaaintl.org
Winter 2014
Central Station Operator Level 2 Training Graduates (September 2014 – November 2014)
The Central Station Alarm Association (CSAA) is pleased to present its list of graduates from the Central Station Operator Level 2 Online Training. These operators have fulfilled all of the requirements to pass Level 2. First Name
Amy Jericka James Dave Loren June Nastasya Jamie Wilbur Ryan Terrence Catherine Hailey Michelle Jerlyn Ian Sara Esteve Dominique Colton Juan Robert Kaleah Lorenzo Lorenzo Bob Kalanches Vonda Jesus Dania Zeeshan Justin Jon Jeremy Oliver Barbara Anthony Rafael Paul Dominic Karla Sarah
Last Name
Company
Graduation
Alexander Vector East 9/11/2014 Ba-Lacy Diebold Incorpoarted 8/16/2014 Bell American Alarm & Communications, Inc. 10/19/2014 Blum Checkview Corporation 10/2/2014 Bowers C.O.P.S. Monitoring - Texas Location 9/24/2014 Burleigh Vector East 11/3/2014 Carey COPS Monitoring Scottsdale 9/2/2014 Ciccio American Alarm & Communications, Inc. 10/21/2014 Clark Turner Security Systems, Inc. 10/3/2014 Clunas City Of Toronto 9/7/2014 Cousin Mutual Central Alarm Services, Inc. 10/6/2014 Cronin Vector East 10/31/2014 Cuthbert COPS Monitoring - New Jersey 9/5/2014 Dasilva CVS Caremark 10/5/2014 Donovan Alarmco 10/1/2014 Doyle COPS Monitoring - New Jersey 9/16/2014 Elbrin COPS Monitoring - New Jersey 9/15/2014 Estrada Sony 8/31/2014 Filipkowski COPS Monitoring - New Jersey 9/11/2014 Fletcher Wal-Mart Alarm Central 9/19/2014 Gomez WM Security Services, Inc 10/20/2014 Goulet American Alarm & Communications, Inc. 10/19/2014 Green COPS Monitoring - Boca Raton Location 9/5/2014 Greene Mutual Central Alarm Services, Inc. 8/21/2014 Greene III Mutual Central Alarm Services, Inc. 9/10/2014 Hall Checkview Corporation 11/2/2014 Haynes WM Security Services, Inc 9/15/2014 Hummel Guardian Protection Services 9/17/2014 Jiminez WM Security Services, Inc 9/3/2014 Joseph Wayne Alarm Systems, Inc. 9/29/2014 Khalil City Of Toronto 10/21/2014 Knott Universal Protection Service 10/17/2014 Kocur Checkview Corporation 10/22/2014 Koering Checkview Corporation 9/27/2014 Labo City Of Toronto 9/3/2014 Landsman Time Warner Security 8/26/2014 Laudermilk Diebold 9/12/2014 Leyva Genesis Security Services, Inc 9/5/2014 Lindgren Custom Communications Inc 8/27/2014 Mancini COPS Monitoring - New Jersey 9/5/2014 Martinez Wal-Mart Alarm Central 10/11/2014 Martino Vector East 11/3/2014
First Name
Kathy-Ann V. LaKeisha Lazarus Mario Shaun Dawn Thomas Luis Ashley Rafael Ashley Kelly Gloria Xavier Andrew Heather Sandy Marc Valerie Remi Craig Janice LaVonne Donna Anthony Stephen Vincent Tina Errol Jasmine Kim Paul Milady Stephanie Amber Shant Julie Alyssa Charlene Phil H. Robin Shari
Mayers Vector East 9/10/2014 McDavid COPS Monitoring Scottsdale 9/1/2014 McRae Sony 8/31/2014 Mendoza Wal-Mart Alarm Central 10/12/2014 Murphy Vector East 10/8/2014 Olson Vector East 10/8/2014 Ortiz Mutual Central Alarm Services, Inc. 10/13/2014 Padilla COPS Monitoring Scottsdale 11/3/2014 Pardue CenturyTel Security Systems 10/6/2014 Pena Vector East 9/9/2014 Pluta COPS Monitoring - New Jersey 9/25/2014 Ponder Electronix Systems CSA, Inc. 9/10/2014 Ramos Security Partners, LLC 9/4/2014 Reese COPS Monitoring - Boca Raton Location 9/28/2014 Richeal Per Mar Security Services 10/11/2014 Ridenour Custom Communications Inc 9/19/2014 Rivers Monitronics International 10/21/2014 Robert COPS Monitoring - Boca Raton Location 10/25/2014 Rodney COPS Monitoring - Boca Raton Location 10/13/2014 Roy Alarm Systems 11/3/2014 Ryan Per Mar Security Services 10/12/2014 Sanchez COPS Monitoring Scottsdale 9/3/2014 Sanchez Checkview Corporation 10/12/2014 Sanna Vector East 10/24/2014 Shiltz Per Mar Security Services 10/10/2014 Snarski Walgreens 9/4/2014 Szutu City Of Toronto 10/15/2014 Szymczak Checkview Corporation 10/6/2014 Thomas DGA Security 10/10/2014 Thompson C.O.P.S. Monitoring - Texas Location 9/16/2014 Toshach C.O.P.S. Monitoring - Texas Location 9/23/2014 Trulli Guardian Protection Services 9/17/2014 Vega CVS Caremark 10/21/2014 Villanueva Wal-Mart Alarm Central 10/10/2014 Wade Wayne Alarm Systems, Inc. 10/14/2014 Wartanian Walgreens 10/8/2014 Webber Central Station Alarm Association 10/24/2014 Weeks American Burglary & Fire, Inc 8/23/2014 Wesley CVS Caremark 9/26/2014 West UAS 10/9/2014 Williams City Of Toronto 9/10/2014 Wilson Protection One Alarm Monitoring Inc 8/20/2014
Last Name
Company
Graduation
First Name
Last Name
Company
Graduation
Ashley ashley Rahdeah Julir OMAR Courtney Jack Nia Phillip Chantelle Katrina Khrysma Amanda Lisa Demetra Velma
Stratford Life Alert symns Ackerman Security Systems Tabor Affiliated Monitoring Tamala Vivint Inc. TAPIA Alarm Specialist Corp Taylor Life Alert Ter-Harutyunian Life Alert Terrell Life Alert Terrisse Avantguard Monitoring Centers Tham Paladin Security Group Thibodeau Vivint, Inc. Thomas Vivint, Inc. Thorne API Alarm Inc. (CA) Thoroughman VRI Tillman Ackerman Security Systems Tolvert Protection One Alarm Monitoring Inc
Level 1 Online Training Grads, from page 36 First Name
Last Name
Company
Graduation
Karolis Snieska Vivint Inc. 9/9/2014 Maria Sosa Post Alarms Systems 10/11/2014 Carlos Sotelo Industrias John Deere 9/2/2014 Ranisha Spann-Henburg Affiliated Monitoring 8/24/2014 Sanya Spears Affiliated Monitoring 9/30/2014 Brandon Stallsworth Vector WEST 10/29/2014 Stamris-Mandrick Protection 1 10/4/2014 Abby Jared Starr LDS Church 10/8/2014 Michelle Stephens United Central Control 10/7/2014 Brandon Stewart Kastle Systems - Houston location 9/2/2014 Travis Stillman Protection One Alarm Monitoring Inc 9/29/2014 Markeeta Stokes Vector EAST 9/15/2014 Tamika Stradford Ackerman Security Systems 9/6/2014 Damar Security Services/Security Response Ctr. 8/28/2014 Julie Straiko Shane Strait Deere & Company 9/21/2014 Justin Stranz Wegmans Asset Protection 10/11/2014
8/20/2014 10/28/2014 10/10/2014 8/15/2014 9/18/2014 8/25/2014 8/29/2014 8/29/2014 9/24/2014 8/20/2014 8/31/2014 9/21/2014 10/17/2014 10/26/2014 8/29/2014 9/10/2014
(See Level I Online Training Grads, page 38) Winter 2014
CSAA Dispatch • www.csaaintl.org | 37
Level 1 Online Training Grads, from page 37 First Name
Last Name
Raquel Curt Jasmine Heather Cynthia Paul Elizabeth McKenzi Bill Lariana Cory Guillermo Selena Derek Ashley Rhonda Miguel Bryan Gerritt Diana Amanda Megan Marsha Carol Corina Sierra Theresa Taniea Shant Lareasha Gale Julie
Torres Post Alarms Systems Totten Protection One Alarm Monitoring Inc Trimble Ackerman Security Systems Trish Fleenor Security Systems Trujillo Post Alarms Systems Trulli Guardian Protection Services Tsang Reliance Protectron Montreal Tussey VRI Tyler Protection One Alarm Monitoring Inc Ulloa Life Alert Urkuski The Protection Bureau Valdespino Monitronics International Valdez Protection One Alarm Monitoring Inc Valencia Life Alert Valentin-Santana Diebold Valenzuela Life Alert Valle De Prati Van Dyke City Of Toronto VanderToolen LDS Church Vargas Vivint Inc. Vargas Life Alert Vaughn VRI Vault Time Warner Security Venegas Life Alert Vigil Kastle Systems - Houston location Viner API Alarm Monitoring Inc Walker Security Solutions Inc. Ward Life Alert Wartanian Walgreens Washington Protection One Alarm Monitoring Inc Weaner Protection One Alarm Monitoring Inc Webber Central Station Alarm Association
Company
Graduation
First Name
Last Name
10/8/2014 8/26/2014 8/29/2014 9/19/2014 10/9/2014 9/15/2014 10/2/2014 10/13/2014 9/27/2014 8/15/2014 10/9/2014 9/29/2014 9/16/2014 8/28/2014 8/22/2014 8/18/2014 10/26/2014 9/20/2014 9/29/2014 8/20/2014 8/29/2014 9/12/2014 9/28/2014 8/21/2014 8/16/2014 8/15/2014 9/29/2014 8/26/2014 10/7/2014 9/1/2014 9/3/2014 10/20/2014
Tyson Marek Alyssa Robin Khadija Qway Brittany Georgiardell Vanessa Janice Linda Shari Nicole S Teresa Ashley Thomas Sie Paul Samone Eddie Ahna Jordan Josephine Valerie Pat James Melissa Alex Felicie Herman Patricia
Wendel Vivint Inc. White Affiliated Monitoring Whitrock Protection One Alarm Monitoring Inc Williams City Of Toronto Williams Affiliated Monitoring Williams Protection One Alarm Monitoring Inc Williams Protection One Alarm Monitoring Inc Williams Monitronics International Williamson Vivint, Inc. Wilson Protection One Alarm Monitoring Inc Wilson Protection One Alarm Monitoring Inc Wilson Protection One Alarm Monitoring Inc Wilson At&t Digital life Wilson VRI Wirontono Life Alert Wituschek Universal Protection Service Woodruff Protection One Alarm Monitoring Inc Wuebker Universal Protection Service Yarbrough Affiliated Monitoring Young Protection One Alarm Monitoring Inc Young Deere & Company Yukon VRI Zambrano Avantguard Monitoring Centers Zamora Protection One Alarm Monitoring Inc Zapata Post Alarms Systems Zazueta The Madison Club Owners Association Zeiss Affiliated Monitoring Zelaya Life Alert Zornes VRI Zuniga Protection One Alarm Monitoring Inc Zurita VRI
Company
Graduation
9/17/2014 10/8/2014 8/27/2014 8/25/2014 8/23/2014 8/27/2014 10/3/2014 9/21/2014 9/2/2014 9/11/2014 9/11/2014 8/18/2014 9/9/2014 10/26/2014 8/19/2014 9/6/2014 9/4/2014 9/6/2014 10/5/2014 9/5/2014 9/26/2014 9/16/2014 8/21/2014 10/3/2014 10/5/2014 10/27/2014 10/7/2014 8/26/2014 9/16/2014 9/11/2014 10/30/2014
Fall 2014 Advertising Index
CSAA International thanks the following advertisers for their generous support. ADVERTISER
PAGE NUMBER
ADVERTISER
PAGE NUMBER
ADVERTISER
PAGE NUMBER
Altronix...............................Page 17 www.altronix.com
DMP.............................Pages 12-13 www.dmp.com
Micro Key Solutions...........Page 21 www.microkey.com
Axis Communications........Page 19 www.axis.com
DSC/Sur-Gard.......................Page 9 www.dsc.com
MAS.......................................Page 7 www.masmonitoring.com
Bold Technologies...............Page 5 www.boldgroup.com
Honeywell............................Page 2 www.honeywell.com/security
The Mechanic Group.........Page 39 www.mechanicgroup.com
DICE Corporation.................Page 3 www.dicecorp.com
Interlogix............................Page 16 www.interlogix.com
For more information about advertising opportunities, contact the CSAA Marketing and Communications Department at communications@ csaaintl.org or 703-242-4670, ext. 16.
The Dispatch is published quarterly by the Central Station Alarm Association (CSAA) International. Send address changes to: CSAA, 8150 Leesburg Pike, Suite 700, Vienna, VA 22182; or to membership@csaaintl.org. Subscription policy: Individual subscriptions are available without charge to CSAA members. Back issues of the Dispatch are obtainable for $10, if available. CSAA International does not provide legal advice, business advice or any other kind of advice that should be relied upon in making business decisions, and does not assume and hereby disclaims any liability to any person or company for any loss or damage caused by errors or omissions in the material contained herein, regardless of whether such errors result from negligence, accident or any other cause whatsoever. Printed in the USA.
38 | CSAA Dispatch • www.csaaintl.org
Winter 2014
Winter 2014
CSAA Dispatch • www.csaaintl.org | 39