TMA Dispatch - Fall 2024 by The Monitoring Association

in Action:

Edge vs. Cloud Debate in Video Security

TECHNOLOGY

Cyber-attacks - you hear about them... you read about them nearly every day. Is your company one of the many that remain unprepared? TMA Technology Co-Chair Matt Narowski takes on this HOT topic. Don’t make the mistake of thinking it can’t be you.

15 GUEST

Stephen Devine, Chief Technology Ofﬁcer, APCO International, explores the decade-long discussion on the topic of NG9-1-1. In this column, he writes about the key beneﬁts and make the case for the “comprehensively interoperable and an end-to-end solution.”

16 RESEARCH

The sale of smart smoke/CO detectors is booming! According to Parks Associates, 9-10% of U.S, Internet households own a smart smoke/CO detector and more than half of smoke/ CO detector owners pay for a service. Parks Associates VP Jennifer Kent explores the latest trend.

18 GSOC

It’s important to put your best foot forward when hiring and onboarding a new team member. Training is critical. GSOC TMA GSOC Council Co-Chair Randy Rickert shares what every GSOC training program should have.

The Cloud AI vs Edge AI Debate in video security is roaring!

With the increasing demand for advanced and scalable video monitoring solutions, the debate between Edge AI and Cloud AI has gained signiﬁcant attention. Traditionally, edge devices focused on on-premises storage and video management. Members of TMA’s Technology Committee came together and drew upon their collective expertise to construct this issue’s cover story, the ﬁrst of a three-part series, to help TMA members navigate the complexities of these technologies and make informed decisions when it comes to AI technology and its application.

IN EVERY ISSUE

Evolving Solutions Make Firmware Updates Essential

Firmware updates are essential for maintaining the functionality, security, and performance of modern electronic systems like video devices, alarm panels, and access control systems. Implementing efficient strategies for firmware updates helps to avoid customer disruptions from software bugs with bug fixes, ensure compatibility with new technologies, and close security vulnerabilities.

In this age of evolving solutions that allow dealers to deliver new features to existing customer solutions, having a strategy for updates and customer communications are to keys to success with roll-outs and maintaining the security of your solutions. Poorly executed updates can result in customer disruptions, false alarms, and increased volume of trouble conditions in the monitoring center. Some key strategies for performing these updates effectively include:

1. Centralized Management Systems

Using a centralized management system to manage ﬁrmware updates across multiple devices can streamline the update process, especially in largescale deployments. Most hardware manufacturers today provide portals

for managing and controlling ﬁrmware updates.

Video Devices: Many video management systems and hardware providers offer centralized update management for network cameras and video encoders. Administrators can apply updates simultaneously to multiple cameras, reducing the need for manual intervention on each device.

Alarm Panels: Manufacturers of alarm systems often offer cloud-based platforms where administrators can schedule and deploy updates to panels remotely. Centralized control minimizes downtime and ensures that all devices are running the same ﬁrmware version. Its important to know if updates are pushed when systems are armed or only when disarmed to understand the potential impact on customer experience and potential for false alarms.

Access Control Systems: Access control systems beneﬁt greatly from central management tools that can push updates to multiple access points simultaneously. With cloud-based management software, administrators can update controllers, readers, and other access control hardware in bulk. Due to the nature of access control, it is critical to understand potential customer impact and recovery options.

2. Scheduled Maintenance Windows

Firmware updates may cause temporary service interruptions, so planning them during scheduled maintenance windows is crucial to minimize disruptions. Notifying customers of maintenance windows and procedures to follow if challenges arise are important to successful deployments.

Video Devices: In surveillance environments, downtime can compromise security, so updates should be performed during off-peak hours when minimal activity is expected. For critical systems, consider implementing a phased update approach where certain cameras remain operational while others are updated.

Alarm Panels: Alarm systems should be updated during low-traffic times, ensuring that the updates don’t impact the alarm-triggering functionality. It is also important to ensure that no alarms are active during the update process, which could result in false alarms. Its important to understand firmware installation procedures and if the alarm panel has multiple software partitions for redundancy. In these cases, if the firmware update fails the panel maintains or can fall back to the current active build.

Access Control Systems: Access control systems, especially in commercial or industrial environments, should have their ﬁrmware updates scheduled during non-operational hours to avoid disruptions to entry points and facility security. Depending on the critical nature of business operations, these updates may need to be scheduled to ensure business continuity is not compromised.

3. Staged Roll-outs

Staged roll-outs allow ﬁrmware updates to be tested on a small set of devices before wider deployment. This approach minimizes the risk of widespread issues if an update introduces unforeseen problems.

President’s Comments continued on page 9

The views, thoughts and opinions in this article belong solely to the author and not necessarily to his employer.

Let’s Be Boring

I recently listened to a fascinating Ted Talk titled “Are we celebrating the wrong leaders?1” that Martin Gutmann gave in Berlin earlier this year.

Gutmann discussed how, throughout history, we have exalted and rewarded leaders who have excelled under challenging situations.

He contrasts how we have lionized people like Ernest Shackleton instead of Roald Amundsen. The latter was much more successful in his quest to reach the South Pole than other polar explorers, becoming the ﬁrst person to reach the South Pole on December 14, 1911. Shackleton’s expedition in early 1915, on the other hand, encountered great difﬁculties, getting its ship, the Endurance, trapped in a sea of ice. The crew had to abandon the ship and set up a camp on the ice as they watched the boat sink. The difference between the two was that Amundsen was more experienced and familiar with what he would encounter. He kept his plan simple and focused, using tried and true resources that would work on such an inhospitable terrain (sled dogs). As I pointed out in a previous CEO column2, technology is not always the answer.

Gutmann reﬂects that the emphasis on Shackleton’s achievements over Amundsen’s and our lack of recognition of similar leaders are examples of our tendency to what he likes to call the action fallacy, a “mistaken belief that the best leaders are those who generate the most noise, action, and sensational activity in the most dramatic circumstances.”3

The author believes that we must celebrate the right leaders, not only as a matter of justice but also because the leaders we celebrate are the leaders we learn from.

He continues that we confuse a good story for good leadership, and, very often, good leadership results in a bad story (but based on my reading of the examples he provides, a non-story). Many celebrated leaders, such as Shackleton, led through largely selfinﬂicted crises.

Gutmann believes that “the same biases and misconceptions we bring to our reading of the past are one and the same with which we view leadership in our ofﬁces today” and that “it is the Shackletons of our ofﬁces rather than the Amundsens, who serve as role

models, who get promoted and who get rewarded.” He continues to say that organizational psychology has conﬁrmed that those who speak more, regardless of what they say, those who appear conﬁdent, regardless of how competent they are, and are perpetually busy, irrespective of what they’re actually doing, are the ones that get our admiration. It is also easy to see this in politics, academia, entertainment, etc.

The problem with this mindset is that people who are actually doing good work feel overlooked and demotivated. As Gutmann says, the worst of all is that it is a self-perpetuating cycle since by celebrating these ﬂawed, action-oriented leaders, we’re actively creating more of them.

How can we change this?

One of his solutions is to “learn to ignore what we can call the captains of crisis, the Shackletons, those who are lurching from one dramatic circumstance to another. While some crises can’t be avoided, many are selfinflicted or amplified by poor leadership, or sometimes just a figment of their imagination.”

Gutmann believes we must “learn to celebrate those who mitigate rather than promote drama.” The latter are leaders who are “obsessive planners… [who] build processes that align the organization’s strengths with the unique challenges they face… and [who] are authentic and create cultures that bring out the best in people.” Harvard Business School professor Raffaella Sadun calls this behind-the-scenes leadership “boring leadership.” She believes that “boring management matters, and it is a source of competitive advantage for the companies that take it seriously.4” In her research, she has identiﬁed three characteristics of well-managed companies. They set reasonable, strategic goals (targetsetting), set their staff up to contribute to them (incentives) and measure their progress (monitoring).

CEO continued on page 40

TMA Dispatch, Fall 2024

7918 Jones Branch Drive, Suite 510 McLean, VA 22102

703-242-4670; Fax 703-242-4675

About TMA

The Monitoring Association (TMA) is the trade association representing the professional monitoring industry. Our membership community is composed of companies spanning all industry sectors, including monitoring centers, systems integrators, service providers, installers, consultants, and product manufacturers. TMA is dedicated to the advancement of the professional monitoring industry through education, advocacy, standards, and public-safety relationships.

Our Mission

Our mission is to promote and advance professional monitoring to consumers and ﬁrst responders through education, advocacy, and the creation of standards.

Our Vision

A safer world through professional monitoring.

TMA Ofﬁcers

President: Steve Butkovich, Charlotte, NC

Vice President: Alan Gilmore IV, Cleveland, OH

Vice President: Wes Usie, Shreveport, LA

Vice President: Daniel Oppenheim, Union, NJ

Secretary: Justin Bailey, Ogden, UT

Treasurer: Shannon Woodman, Seattle, WA

Immediate Past President: Morgan Hertel, Corona, CA

TMA Staff

Chief Executive Ofﬁcer (CEO)

Celia T. Besore, FASAE, MBA, CAE

Vice President of Education and Training

Julie N. Webber

Director of Membership and Programs

Illeny Maaza

Director of Marketing and Communications

Leigh A. McGuire

Director of Meetings

Keely Anderson

Information Systems Manager, ASAP Service Manager

Bryan Ginn

Programs and Administrative Coordinator

Karen Monroe

President’s Comments continued from page 4

Testing in non-critical and test environments should always be done in advance. Once general validation is conﬁrmed, small batch efforts can be done while monitoring the success of deployments.

Define success. Firmware deployment success is an important element, however additional measures should include pre-communication to the customer if needed or required, confirming the on-line status of the updates firmware, functional testing post update and confirmation with the customer post update is ideal.

4. Version Control and Compatibility Testing

Keeping track of ﬁrmware versions and ensuring compatibility with associated software or hardware is critical to preventing issues after an update.

Video Devices: Each new firmware version should be tested for compatibility with VMS software, recording devices, and analytics systems. Ensure that firmware updates don’t conflict with third-party integrations, such as motion detection or face recognition systems.

Alarm Panels: Before applying ﬁrmware updates, verify that they are compatible with monitoring software, sensors, and other alarm-related components. Conducting pre-update testing in a lab environment ensures that there are no disruptions to alarm functionality after the update.

Access Control Systems: It’s essential to verify that new ﬁrmware versions support all readers, control panels, and the access control management software. Ensure that any custom conﬁgurations or integrations are supported post-update.

5. Backup and Rollback Plans

Firmware updates can sometimes, or introduce bugs that require immediate rollback. Having backup and rollback procedure is critical to every deployment. With all efforts It is essential to ensuring solution

availability and to minimize impact to your customer’s experience. Have backups if possible, by starting the update process by backing up the current firmware and configuration, if possible. The best backup plan is to test first and start with small successful batches. Rollbacks are possible, but always more painful if widespread. Rollback efforts that require truck rolls can be very costly so it’s important to understand all deployment roll-out options. Some automated deployments can stop if failure rates exceed a specific percentage or if not, should be monitored to ensure what is meant to create new, maintained and better customer solutions doesn’t result in customer disruptions.

Video Devices: Before initiating updates, it is recommended to backup camera conﬁgurations, settings, and footage. In case of an issue, restoring previous ﬁrmware versions can prevent prolonged system downtime.

Alarm Panels: For alarm systems, make sure a backup of current settings and conﬁgurations is taken. Some manufacturers provide a rollback feature, allowing administrators to revert to previous ﬁrmware if the new update introduces errors.

Access Control Systems: Given the critical nature of access control, having a rollback option is imperative. Access to facilities should not be hindered if an update fails. Backup ﬁrmware versions and conﬁgurations should be in place to swiftly restore functionality.

Implementing Robust Firmware Update Procedures

To ensure that ﬁrmware updates for video devices, alarm panels, and access control systems are executed efﬁciently, consider these essential best practices and procedures:

1. Regular Audits and Firmware Checkups

Routine audits should be conducted to identify devices that require updates. Automatic notiﬁcations from management software can also keep administrators aware of pending ﬁrmware releases. Understanding how

ﬁrmware updates are done if large gaps in versioning exist is important. Some systems allow installing current ﬁrmware while others require intermediary stepped updates.

2. Testing in Simulated Environments

Firmware updates should be tested in simulated environments that replicate the live setup. This ensures that any potential issues can be identiﬁed and mitigated before rolling out updates to the actual system.

3. Documentation, User Training and Internal Communications

Maintaining clear documentation of ﬁrmware versions, update schedules, and procedures ensures continuity and avoids confusion during the update process. Proper training for personnel handling updates ensures that they can execute the process effectively without introducing new risks. Internal communication within your organization may be needed to ensure that Customer Support Teams are aware of scheduled ﬁrmware updates, new features being offered and who to notify if updates create customer issues. This allows Support Teams to be dialed in and ready to respond intelligently to customer inquiries about the updates as well.

4. Customer Journey Considerations

Firmware updates can provide new features and functionality to your customers. Established internal procedures for when to schedule, notify and train customers about new features and pending maintenance are important to success. Training may follow updates based on marketing efforts like blogging, newsletters and customer videos.

Updating ﬁrmware is essential for maintaining security, performance, and stability. Using strategies like centralized management, staged roll-outs, and testing minimizes risks. By planning updates and having backup solutions in place, organizations can optimize performance and avoid vulnerabilities associated with outdated ﬁrmware.

Smart AI in Action: The Edge vs. Cloud Debate in Video Security

By Katherine Balabanova, 3dEYE, and Sascha Kylau, OneTel Security, Members of TMA Technology Committee

With the increasing demand for advanced and scalable video monitoring solutions, the debate between Edge AI and Cloud AI has gained signiﬁcant attention. Traditionally, edge devices focused on on-premises storage and video management. However, the explosive growth of AI over the past two years has led to the widespread adoption of Edge AI boxes.

The Key Pros and Cons of Cloud and Edge AI

Security Considerations

One of the most signiﬁcant advantages of Cloud AI over Edge AI is security. Cloud platforms, like those used in large-scale video monitoring, leverage robust infrastructure provided by cloud service providers such as AWS, Google, or Azure. These platforms beneﬁt from extensive security protocols, including encryption, multi-factor authentication, and regular updates to protect against emerging threats. By centralizing data in the cloud, these systems can ensure that all data— whether it’s real-time video streams, archives, or event logs—is consistently protected under the highest security standards.

Advantages of Cloud AI:

• Minimal edge attack surface

• No physical servers to protect

• No black-box device in the on-prem network that could potentially be compromised

• With direct-to-cloud encrypted connections, there is no need to worry about port forwarding, ﬁrewalls, or devices being exposed to attacks

• Responsibility for project security shifts from local IT personnel to the cloud provider

Disadvantages of Cloud AI:

• Data stored on a cloud triggers recurring costs

• Sufﬁcient network bandwidth is required to upload/download data

Cloud AI signiﬁcantly reduces the burden on local IT teams by minimizing the on-premises attack surface to only the cameras. Modern cloud-enabled cameras can connect directly to AWS over a secure tunnel, further enhancing the security of the video infrastructure. On the other hand, Edge AI devices have a similar attack surface to regular onpremise servers. They also add an extra burden by being a black box from an IT perspective.

• Centralized cloud software updates and security patches

• Centralized monitoring and AI anomaly detection

• Centralized IAM (Identity Access Management)

• End-to-end data encryption is the standard for AWS cloud, for example

• Flexible KMS encryption allows customers to encrypt data with their own keys, ensuring privacy and data protection

• High data durability (e.g., 11 9s for AWS S3 cloud storage)

• Comprehensive compliance support

While servers are transparent to IT management, Edge AI devices are not, and if such a device is compromised, IT personnel may have no control or even a way to be alerted about the attack.

“Cloud AI’s ability to process vast amounts of data in real-time is a game-changer for video monitoring.”

Therefore, deploying additional Edge AI devices increases the strain on IT teams, requiring them to move these devices to a separate network, protect them behind a ﬁrewall, and monitor trafﬁc.

Multilocation installations escalate this burden further, as each location must protect and monitor its edge device in a centralized fashion, effectively pushing the IT team to recreate or adopt a thirdparty centralized solution to safeguard such multilocation installations.

data available for training, advances in model optimization algorithms, and the continuous growth of computational resources.

Edge devices face signiﬁcant constraints due to their limited computational resources, which must be divided among archiving, decoding, streaming, and AI processing tasks.

These limitations force compromises in several areas:

• AI model size and complexity

• The amount of video that can be simultaneously decoded and processed

• The number of AI modules that can run concurrently

Scalability and Flexibility

Cloud AI platforms are highly scalable, making them ideal for large-scale video monitoring. As AI rapidly evolves, particularly in computer vision and large language models (LLMs), Cloud AI effortlessly manages increasingly complex scenarios. This capability is supported by the vast

As AI rapidly advances, edge devices often require frequent upgrades to accommodate newer, more computationally intensive analytics and larger, more complex AI models.

In contrast, Cloud AI solutions offer virtually unlimited scalability. As more cameras and data sources are added, cloud systems can easily expand their processing power and storage capacity to meet demand. This scalability is crucial for monitoring applications that must handle increasing data volumes without performance degradation.

We are currently witnessing the early stages of exponential growth in AI capabilities, driven by several converging factors. Cloud AI’s ﬂexibility and scalability position it ideally to leverage these advancements without the hardware limitations inherent to edge devices.

Key Growth Factors

• Projected expansion of the security camera install base from 1.2 billion to 2 billion by 2030

• A shift in the $100 billion alarm monitoring market towards cloudconnected cameras

• Rapid growth of the Video Surveillance as a Service (VSaaS) market, with cloud-connected cameras seeing a 30% year-overyear increase

Cover Story continued on page 30

Back to Basics: Cybersecurity Fundamentals for Monitoring

By Matthew Narowski, VP of Operations, Security Central, and Co-Chair TMA Technology Committee

In today’s digital age, ensuring the security of both physical and digital assets is imperative for alarm monitoring centers. A recent survey from Hornet Security revealed that many organizations remain unprepared for cyber-attacks, with 25.7% not providing IT security awareness training to their end-users. This gap underscores the need for companies to revisit and reinforce fundamental cybersecurity practices. The goal should be to mitigate major risks, protect sensitive information, maintain operational integrity, and provide reliable service to clients. A holistic approach to cybersecurity, encompassing various facets from employee training to advanced network measures, is essential.

The Human Element in Cybersecurity Breaches

Human error continues to be the predominant cause of security breaches. According to the 2024 Verizon Data Breach Investigations Report, approximately 68% of breaches involve a non-malicious human element, such as social engineering attacks or errors. Training employees on cybersecurity best practices can signiﬁcantly reduce this risk. Regular training sessions on common threats, such as phishing and social engineering, are essential. The Hornet Security report highlights the necessity for comprehensive training programs. Knowledge is key to ensuring employees are prepared as the ﬁrst line of defense. Improving the human

ﬁrewall—employees trained to recognize and thwart cyber threats—involves continuous training and implementing practices that enhance overall security awareness and behavior. For example, good password practice is fundamental. Encourage employees to use strong, unique passwords and to change them regularly. Additionally, password managers can assist in managing complex passwords and storing them securely.

Software Maintenance

Software maintenance is another critical aspect of cybersecurity. Ensuring that systems are up to date with the latest patches and that unused applications are disabled or removed can signiﬁcantly reduce vulnerabilities. Regularly scanning for software updates and addressing potential security issues can keep defenses robust against evolving threats.

Advanced Network Security Measures

In the evolving landscape of cybersecurity, traditional firewalls alone are no longer sufficient. Modern approaches require a combination of advanced and comprehensive strategies to ensure robust security. Next-Generation Firewalls (NGFWs) provide deeper inspection capabilities, integrating intrusion prevention systems (IPS), application awareness, and control alongside traditional firewall functions. These advanced firewalls offer a more thorough defense Technology continued on page 19

NG9-1-1 Integration: How It Can Improve Public Safety

By Stephen Devine, Chief Technology Ofﬁcer, APCO International

The topic of NG9-1-1 has been discussed in public safety communications for over a decade, and its beneﬁts are clear. NG9-1-1 is an interoperable, secure, Internet protocol-based (IP) system that:

• Employs commonly accepted standards and practices resulting in a degree of interoperability between and across ECCs.

• Enables ECCs to receive, process, analyze and share all types of 9-1-1 requests and deliverables for emergency assistance, including multimedia (video, images, etc.)

• Allows ECCs to acquire and integrate additional information as needed to process 9-1-1 requests for emergency assistance.

• Supports information sharing related to 9-1-1 requests for assistance among and across ECC’s and emergency service providers.

While some of the capabilities listed above have been implemented in systems across the United States, no current system contains all of the characteristics listed in meeting public safety’s deﬁnition of NG9-1-1. What’s clear is that NG9-1-1 is an architectural environment of systems resulting in the speciﬁc functionalities described above in and across ECCs, not a single solution that is met/unmet based on the procurement of an ESINet alone.

NG9-1-1 must be thought of as comprehensively interoperable and an end-to-end solution, as deﬁned. NG9-1-1

is much more than just enabling new information and data inputs into the ECC. Public safety has further deﬁned ECC interoperability as “the capability of ECCs to receive 9-1-1 requests for emergency assistance and information/ data related to such requests, such as location information and callback numbers from a person initiating the request”.

New and ever-changing security concerns are presented within the ECC when implementing NG9-1-1. Based on the APCO Project 43 Broadband Implications for the PSAP (ECC), cybersecurity should be incorporated into the planning, implementation and operational models from the ground up when designing NG9-1-1 systems.

APCO and The Monitoring Association (TMA) developed the Alarm Monitoring Company to Emergency Communications Center (ECC) Computer Aided Dispatch Automated Secure Alarm Protocol ANSI Standard in 2021. This standard focused on the introduction of new data fields and message types identified as necessary by users of the standard. The standard emphasizes address verification between alarm companies and ECCs and new alarm event types, which can indicate that an alarm has been verified as a real crime, fire or life safety event. Enhancing and updating the way alarm companies and ECCs share information is prudent as NG9-1-1 will introduce new data capabilities and solutions that will allow

NG9-1-1 continued on page 28

Smart Smoke/CO Detector Sales Projected to Reach $1B by 2027

By Jennifer Kent, Vice President, Research, Parks Associates

The smart home market experienced relatively strong growth in 2021 before seeing dips in 2022, including for smart smoke/CO detectors. Smart smoke and CO detectors saw an increase in reported ownership 2021 in US Internet households from 5% to 11% from 2020 to 2021 and then dipped to 8%.

According to Parks Associates research, 9-10% of US Internet households own a smart smoke/CO detector and more than half of smoke/CO detector owners pay for a service. These services are largely delivered as part of a security service.

With the familiarity of smart smoke and CO detectors gradually rising and being offered in bundled systems, the opportunity exists for continued growth in the next several years.

Market Drivers

• The consumer base for smart home devices largely consists of segments with incomes and lifestyles that can weather difﬁcult economic times.

• Inﬂation is easing in some sectors.

• Consumer indices for familiarity and affordability for most smart home categories continue to increase.

• More investment in smart home space and insurance providers.

• There have been small increases in rates ﬁre/smoke damage reports from 2019 to 2023, with less than half of cases ﬁling a claim with their insurance companies.

• Purchase intentions are up for almost all smart home products. Consumers are upgrading their home environment as well.

• Prices of smart home products across the board were trending down before the macroeconomic influence of inflation impacted the market, but as inflation comes down and the market normalizes products will continue to decrease in price.

Barriers Impacting Sales

The growth trajectory for smart smoke/ CO detectors is tempered by several market headwinds. There has been little movement in the perceived value of the beneﬁts provided by smart home products in general. Macroeconomic conditions still looming from the impact of economic decisions made during the COVID-19 pandemic such as supply chain disruptions and inﬂation plague the market, keeping product prices higher than normal in some sectors and consumer wallets tighter.

Despite these headwinds, Parks Associates forecasts this category of smart home devices to generate almost $1 Billion in revenue by 2027. Like other smart home products, smart smoke/CO detectors experienced growth during the years of the COVID-19 pandemic where home renovations and home moves were on the rise. Home moves and renovations are critical windows in which consumers are more likely to intend to purchase smart devices.

5 Things Every GSOC Training Program Must Have

By Randy Rickert, Manager, Global Security Operations, Thrivent Corp.

As security operations professionals, we all take pride in identifying, assessing, and managing risks. It’s critical to our collective mission of managing risk to invest in the right technology, hire the right team members, and keep abreast of industry issues through groups like TMA. We’ll complete deep reviews on software releases and new tech, pour over industry practices, and spend weeks looking for the right candidate. Hiring managers need to invest in the new hire as they are onboarding, just as you would spend time installing and doubling checking new technology. The ﬁrst question you should ask before hiring is: what are you and the team doing to ensure someone new is set up for success once they’re hired?

The key to helping a new employee shine in their job is showing them you’re committed to their success. As you would with any critical component to your operation, you need solid preparation before the new hire even sets foot in your organization. This includes having a comprehensive training program to walk them through every aspect of their job, the expectations, group dynamics, and performance measurement. Equally as important as the program content is having experienced trainers, lesson plans and supporting materials, a distractionfree training environment, an impactful training approach and leadership support.

Experienced Trainers

While you may not have a roster of experienced trainers to fully dedicate to a new hire, you likely have a couple of people who enjoy training others and have a knack for it. If these people are also subject-matter experts within your department, that’s even better. A new hire can beneﬁt from learning new systems and topics from an existing expert already on your staff. Connecting new hires and experienced training promotes a team environment and feeling of belonging, reduces turnover and plays a role in retaining new and tenured staff.

Lesson Plans

One of the most important things you can produce for your training program are clear and consistent lesson plans. Elements of an effective lesson plan include an overview of what all will be included and why the training is important for the role, the speciﬁc training goals (what the trainee will know and be able to demonstrate after the training), what supporting materials are available for the topic, and a section for the trainee to sign off acknowledging they have been trained on the topic.

Remember the lesson plan is also for the trainer to use as a guide to ensure all important topics are covered consistently from one trainee to the next. It can also include notes for the training to remind them of important points to make or tips for the trainee.

by analyzing trafﬁc in greater detail and blocking sophisticated threats.

Intrusion Detection and Prevention Systems (IDPS) enhance security by monitoring network trafﬁc for suspicious activity and automatically responding to threats. This proactive approach helps identify and mitigate risks before they can cause signiﬁcant damage. Endpoint Detection and Response (EDR) solutions continuously monitor endpoints to detect and respond to advanced threats, providing detailed visibility into network activities, enabling rapid containment and remediation of attacks. Network segmentation further strengthens security by dividing a network into smaller, isolated segments, limiting the spread of malware and allowing for tailored security policies for each segment. Continuous monitoring and leveraging real-time threat intelligence are crucial for identifying and mitigating threats swiftly. Advanced analytics and machine learning allow for the detection of abnormal behaviors that may indicate potential threats, ensuring a proactive defense stance.

The Zero Trust Model

The Zero Trust model is an essential philosophy in modern cybersecurity, advocating for a “never trust, always verify” approach. This model requires strict verification for every person and device attempting to access network resources. Implementing Zero Trust involves segmenting networks, using multi-factor authentication, and continuously monitoring network traffic to detect and respond to anomalies. This approach ensures that only verified and authorized users and devices can access sensitive data and systems, significantly enhancing overall security posture.

Regular Audits and Assessments

Cybercrime continues to advance, and so should our cybersecurity measures. Regular audits and assessments are essential for identifying and addressing vulnerabilities before they can be exploited. Conducting regular security audits evaluates the effectiveness of your cybersecurity measures, while

penetration testing identiﬁes and ﬁxes security weaknesses. Being proactive and staying one step ahead is key to a strong cybersecurity implementation.

Data Backups and Disaster Recovery

Regular data backups are crucial for ensuring business continuity in the event of a cyber incident. It is essential to schedule frequent backups of critical data and systems and to develop and maintain a comprehensive disaster recovery plan to quickly restore operations following a breach. Regularly test your backups to understand your Recovery Time Objective (RTO) and Recovery Point Objective (RPO), ensuring you can effectively recover your data and systems. Think of this as having a safety net in place. There is a well-known saying in cybersecurity: “There are two types of companies: those who have been breached, and those who will be.” It’s better to be prepared with a backup for whatever is thrown at you.

Third-Party Vendor Management

Many alarm monitoring centers rely on third-party vendors for various services, making it crucial to ensure these vendors adhere to robust cybersecurity practices. Evaluating the cybersecurity measures of third-party vendors before engagement is essential. Including security requirements and Service Level Agreements (SLAs) in contracts ensures vendors meet your security standards. Some of the largest breaches in the last decade, such as those at Home Depot, Target, and Anthem, were due to vendor mismanagement. Remember, a chain is only as strong as its weakest link. Regularly assessing vendor security practices and conducting audits can prevent such incidents.

Employee Engagement

Engaging employees in cybersecurity is crucial for maintaining a strong security posture. Regular training should be complemented with initiatives that encourage vigilance and reporting of suspicious activities. Creating a culture of security awareness, where employees understand the importance of their

role in protecting the organization, can signiﬁcantly reduce risks. Recognition programs for exemplary security practices and regular communication about the latest threats can keep cybersecurity top of mind.

Conclusion

In the ever-evolving landscape of cybersecurity, alarm monitoring centers must remain vigilant and proactive in their security efforts. By focusing on these basic cybersecurity practices, you can build a strong foundation that protects your operations and client data from threats. Remember, the basics are the building blocks of a robust cybersecurity strategy. Ensuring that these fundamental practices are in place and consistently followed will help maintain the integrity and reliability of your alarm monitoring center.

Prioritizing good password practices, software maintenance, advanced network security measures, the Zero Trust model, employee training, incident response planning, regular audits, data backups, and third-party risk management can signiﬁcantly enhance your cybersecurity posture. In doing so, you not only safeguard your operations but also build trust and credibility with your clients, providing them with the assurance that their security is in good hands.

Remember the basics and stay ahead of the curve. In cybersecurity, it is often the simple practices that make the biggest difference. For more detailed information on the latest cyber threats and best practices, refer to the 2023 Internet Crime Report, the 2024 Data Breach Investigations Report, and the Hornet Security Awareness Survey 2024.

The Wireline Report

Latest FCC news impacting your business

By Salvatore Taillefer, Partner, Blooston Law (sta@bloostonlaw.com)

Sixth Circuit Stays Net Neutrality Order

On August 1, the United States Court of Appeals for the Sixth Circuit granted a motion to stay in the appeal proceeding on the FCC’s latest net neutrality order (Safeguarding and Securing the Open Internet). The order was originally scheduled to go into effect on July 22, but the court entered a temporary stay until August 5 to consider the motion to stay. As a result of the court’s action, the Order will not go into effect until the appeal proceeding is resolved.

The decision to stay an agency order rests on four factors: likelihood of success on the merits; injury to the petitioners in the absence of a stay; injury to others from a stay; and the public interest. The court’s rationale in ﬁnding that all four of these factors weighed in favor of staying the Order provides some insight into its consideration of the merits of the case.

The court found that the petitioners were likely to succeed on the merits because the ﬁnal rule implicates a “major question,” and the Commission failed to satisfy the high bar for imposing such regulations. The “major questions” doctrine provides that when Congress delegates its legislative authority to an agency, it presumably resolves “major questions” of policy itself while authorizing the agency to decide only those “interstitial matters that arise in day-to-day practice.” According to the court, net neutrality is “likely a major question requiring clear congressional authorization” because, as the Order itself stated, broadband services are essential to modern day life. It is also a major question because of the “vast economic and political signiﬁcance” at play.

The court found that the petitioners also have shown a “possibility of irreparable injury” because they “face delays in product roll-outs

and disadvantages in negotiating interconnection agreements,” and will incur “unrecoverable compliance costs in accommodating the rule.” The court further found that the remaining stay factors were met because the Commission’s action likely exceeds its legal authority.

In addition to granting the motion to stay, the court also established the following deadlines: petitioners’ opening brief is due August 12; the FCC’s brief is due September 11; and petitioners’ reply brief is due by October 2. Oral arguments will be held between October 28 and November 1.

FCC Adopts NG911 Order

On July 18, the FCC adopted rules to expedite the transition to Next Generation 911 (a.k.a., NG911) and to support the deployment of advanced 911 capabilities – including video, text and data – that will help ﬁrst responders to save lives.

The NG911 Report and Order (FCC 24-78) will require wireline providers, Commercial Mobile Radio Service (CMRS) providers, covered text providers, providers of interconnected Voice over Internet Protocol (VoIP) services, and providers of Internet-based Telecommunications Relay Service (Internet-based TRS) (collectively “originating service providers” or “OSPs”) to take actions to start or continue the transition to NG911 in coordination with 911 Authorities.

Similar to the E911 regulatory framework, the NG911 regulatory framework involve a two-phased approach with each phase initiated by a 911 Authority submitting a valid request to OSPs within their jurisdiction:

Phase 1: Within six months of receiving a valid Phase 1 request from a 911 Authority (or within 12 months for non-nationwide CMRS providers and internet-based TRS providers), an OSP must commence delivery of 911 trafﬁc in IP-based Session Initiation Protocol (SIP) format to one or more in-state NG911 Delivery Points designated by the 911 Authority.

Phase 1 is intended to enable 911 Authorities to deploy Emergency Services IP Networks (ESInets) in a cost-effective manner by selecting convenient delivery points to receive 911 trafﬁc. It will also improve 911 reliability by using an IP-based format, rather than circuit-switched TDMbased format, to deliver 911 trafﬁc and establish the transmission platforms necessary for upgrading to Phase 2.

Phase 2: Within six months after the latest of (1) the 911 Authority’s Phase 2 valid request; or (2) the date when the OSP is required to comply with Phase 1 requirements, or when it does comply with those requirements (whichever is earlier) non-rural wireline providers, nationwide CMRS providers, covered text providers and interconnected VoIP providers must commence delivery of 911 trafﬁc to the designated in-state NG911 Delivery Point(s) in an IP-based SIP format that complies with NG911 commonly accepted standards identiﬁed by the 911 Authority, including having location information embedded in the call signaling. RLECs, non-nationwide CMRS providers and Internet-based TRS providers will have 12 months from these same triggers to comply with Phase 2 requirements.

In Phase 2, OSPs must install and put into operation all equipment, software applications, and other infrastructure, or acquire all services, necessary to use a Location Information Server (LIS) or its functional equivalent for the veriﬁcation of its customer location information and records.

FCC Proposes New Robocalling Rules for AI Generated Communications

At its August Open Meeting last week, the FCC adopted a Notice of Proposed

Rulemaking aimed at protecting consumers from AI-generated robocalls and robotexts. Specifically, the FCC proposes to define an AI-generated call as “a call that uses any technology or tool to generate an artificial or prerecorded voice or a text using computational technology or other machine learning, including predictive algorithms and large language models, to process natural language and produce voice or text content to communicate with a called party over an outbound telephone call.” It also proposes to require callers to disclose that the caller intends to use AI-generated calls and text messages when obtaining prior express consent. In addition, callers would need to disclose to consumers on each call when they receive an AIgenerated call. The FCC also seeks additional comment and information on developing technologies that can alert consumers to AI-generated unwanted and illegal calls and texts.

Cybersecurity Trustmark Rules Effective September 9th; Comments Due August 19th

On August 9th, the FCC announced that its Cybersecurity Labeling for Internet of Things Report and Order (Order), which established the framework for its consumer IoT labeling program, was published in the Federal Register. As a result, the rules will go into effect on September 9th.

As we reported when the Report and Order was adopted back in March, it is a voluntary cybersecurity labeling program for wireless consumer Internet of Things (“IoT”) products. Under the program, qualifying consumer smart products that meet robust cybersecurity standards will bear a label—including a new “U.S Cyber Trust Mark.”

According to an FCC Press Release issued at the time:

The U.S. Cyber Trust Mark logo will initially appear on wireless consumer IoT products that meet the program’s cybersecurity standards.

The logo will be accompanied by a QR code that consumers can scan for

easy-to-understand details about the security of the product, such as the support period for the product and whether software patches and security updates are automatic.

The voluntary program will rely on public-private collaboration, with the FCC providing oversight and approved third-party label administrators managing activities such as evaluating product applications, authorizing use of the label, and consumer education.

Compliance testing will be handled by accredited labs.

Examples of eligible devices include home security cameras, voice-activated shopping devices, internet-connected appliances, ﬁtness trackers, garage door openers, and baby monitors.

In an NPRM adopted alongside the Report and Order, the FCC seeks comment on additional potential disclosure requirements, including whether software or ﬁrmware for a product is developed or deployed by a company located in a country that presents national security concerns and whether customer data collected by the product will be sent to servers located in such a country

The Wireless Report

Spectrum usage; New mobile laws offer survivors protection

By John A. Prendergast, Managing Partner, Blooston Law (jap@bloostonlaw.com)

FCC Seeks Comment on NextNav Petition for Rulemaking to Reconﬁgure Lower 900 MHz Band Used by Certain Alarm Devices

NextNav, Inc. (NextNav) has filed a Petition for Rulemaking with the FCC that seeks to have the agency reconfigure the 902-928 MHz band (the “Lower 900 MHz Band”) and adopt new rules to enable the deployment of a 5G terrestrial positioning, navigation, and timing (PNT) network that is complimentary to GPS. A copy of the April 16, 2024 NextNav Petition is available HERE, along with a supplement that the company filed with the Commission back in June HERE (an appendix with NextNav’s proposed rule changes). The FCC’s August 6 Public Notice DA 24-776 in WT Docket No. 24-240 soliciting comments is available HERE. Because grant of the

NextNav proposal could impact the operating environment and potential RF interference considerations for alarm systems that operate in portions of the Lower 900 MHz Band (e.g., Ring alarm devices/sensors and other z-wave devices), we strongly recommend that AICC’s members have their engineering teams review the NextNav proposal and let us know their thoughts and/or concerns as soon as possible, with an eye toward preparing and circulating draft AICC comments ahead of the Labor Day weekend since the comments will be due on Thursday of that short week.

NextNav, Inc. is asking the FCC to reconﬁgure the 902-928 MHz band (the “Lower 900 MHz Band”) and to grant NextNav a nationwide license to use 15 MHz of the band for deployment of a 5G positioning, navigation, and

timing (PNT) network that can act as a land-based back up to GPS satellite service. Grant of the NextNav proposal could impact alarm devices that operate in portions of the Lower 900 MHz Band (e.g., Ring alarm devices/ sensors and other z-wave devices), by causing interference and/or creating an environment where low powered, unlicensed equipment will as a practical matter have to operate in a smaller, more crowded portion of the spectrum. Research is needed to determine the exact impact on alarm radios. We strongly recommend that AICC’s members have their engineering teams review the NextNav proposal and let us know their thoughts and/or concerns.

AICC ﬁled comments raising concerns based on input from several members. Please contact John Prendergast with any comments as AICC may be ﬁling Reply Comments by September 20.

Court Overturns FTC Non-Compete Restriction, September 4

Deadline for Notifying Employees is Cancelled

On August 20, the US District Court for the Northern District of Texas in Ryan LLC v. FTC overturned the FTC’s recently-adopted ban on the use of non-compete restrictions in employee contracts. The rule was scheduled to go into effect on September 4, which would have required employers to proactively notify their employees as of that date that most existing noncompete clauses would not be enforced, and no new non-compete arrangements could be imposed. The Court set aside the Non-Compete Rule in all respects, ﬁnding it to be arbitrary and capricious,

and beyond the authority of the FTC (especially since the ban applied to all non-compete clauses with no attempt to identify only those restrictions that were harmful to competition and did not serve a legitimate need). Consequently, the Court made it clear that “the Rule shall not be enforced or otherwise take effect on its effective date of September 4, 2024 or thereafter.”

The FTC may appeal this decision to the US Court of Appeals. A Pennsylvania court recently denied an injunction against the FTC’s rule in ATS Tree Services LLC, holding that the FTC has broad statutory authority to regulate unfair methods of competition. Thus, there may be a conﬂict brewing between Federal Circuits on this issue, increasing the chance of an appeal. Therefore, employers will need to stay abreast of any further rulings in this matter. But it is clear that employers do not have to send their employees a non-compete notice on September 4 (unless a higher court issues a stay of the District Court’s decision, which is unlikely since postponing the Sept. 4 deadline simply maintains the status quo). Please consult with employment counsel if you have any questions.

NG911 Update

On July 10, AICC ﬁled ex parte comments in advance of the FCC’s order on implementing the next phase of Next Generation 911, to reinforce the alarm industry’s concerns about allowing the automatic sending of unscreened alarm messages, data and/or video directly to a PSAP using NG911 technology. The FCC voted at its July 18 meeting to adopt a Report and Order in PS Docket No. 21479 that primarily focuses on requiring originating service providers—that is, the 911 callers’ phone companies—to format 911 calls to be compatible with NG911 and to deliver the calls to new destination points on IP networks as established by 911 authorities.

The Order acknowledged AICC’s ex parte, but did not address its merits, which we expected given the limited nature of the Order and its focus on service providers. We ﬁled AICC’s ex parte pursuant to our discussion with the staff of the FCC,

to simply keep our concerns on the FCC’s radar as they implement each different phase of NG911. The Order also deferred any ruling on other NG911 proposals by other commenting parties, such as a requirement to implement formal cybersecurity rules, a proposal by NENA governing over-the-top services connecting to PSAPs, and a proposal for rules governing the use of NG911 by vision- and hearing-impaired persons.

All of these matters should be addressed in a future phase of the NG911 proceeding, but we want the FCC to keep protection of PSAPs from “autodialer” type bombardment in mind at all times. In AICC’s ex parte, we cited an acknowledgement by the Federal government that even before NG911 is fully implemented, PSAPs are seeing similar problems: See e.g., https:// www.911.gov/issues/cybersecurity/ (“PSAPs must be prepared to actively manage possible cybersecurity threats such as hackers using auto-dialers to overwhelm PSAP phone lines or accessing or corrupting data.”)

FCC Issues Report and Findings on Nationwide AT&T Cell Service Outage

The FCC has issued a report detailing the cause and impact of a nationwide AT&T wireless service outage on February 22, 2024, that lasted at least 12 hours and prevented customers from using voice and data services, including blocking more than 92 million phone calls and more than 25,000 attempts to reach 911. The report also contains recommendations to help prevent similar outages in the future. Highlights of the report include:

The outage affected users in all 50 states as well as Washington, D.C., Puerto Rico, and the U.S. Virgin Islands. All voice and 5G data services for AT&T wireless customers were unavailable, affecting more than 125 million devices, blocking more than 92 million voice calls, and preventing more than 25,000 calls to 911 call centers.

Voice and 5G data services were unavailable to customers of other wireless providers that regularly use or

were roaming on AT&T’s network. It took AT&T at least 12 hours to fully restore service.

The outage also cut off service to devices operated by public safety users of the First Responder Network Authority (FirstNet). AT&T prioritized the restoration of FirstNet before other services but did not notify FirstNet customers of the outage until three hours after it began, and nearly one hour after service was restored.

The incident began after AT&T implemented a network change with an equipment conﬁguration error. The report details numerous factors that resulted in the extensive scope and duration of the outage, and it cites the corrective actions since taken by AT&T to prevent a reoccurrence.

The report stresses that this “sunny day” outage highlights the need for network operators to adhere to their internal procedures and industry best practices when implementing network changes, to implement sufﬁcient network controls to mitigate conﬁguration errors so they do not escalate and disrupt network operations, and to have appropriate systems and procedures in place with adequate capacity to facilitate prompt recovery from large-scale outages.

Based on its investigation into this AT&T wireless outage, the Public Safety and Homeland Security Bureau has referred this matter to the Enforcement Bureau for potential violations of FCC rules. The FCC is also currently investigating a recently disclosed AT&T breach of consumer data and working closely with law enforcement agencies. Unfortunately, future outages of AT&T and other carrier networks must be anticipated. Alarm operations relying on these networks should game-plan back up options for such situations.

FCC to Vote on Auto Safety Spectrum Rules

On July 17, the FCC announced that the Commissioners will vote on ﬁnal rules that are designed to improve transportation safety and mobility by integrating advanced

communications technologies into vehicles and infrastructure. The rules would allow in-vehicle and roadside units to operate cellular-vehicle-toeverything (C-V2X) technology in the 5.9 GHz spectrum currently dedicated to Intelligent Transportation Systems (ITS). C-V2X technology provides direct communications between vehicles, roadside infrastructure, and other road users such as cyclists, pedestrians, and road workers in order to promote, among other things, non-line-of-sight awareness, notice of changing driving conditions, and automated driving.

In making this announcement, Chairwoman Rosenworcel stated that “[t]he evolution of the 5.9 GHz band advances new car safety technologies in an efﬁcient and effective way while also growing our wireless economy.”

The proposed Report and Order, if adopted, would promote efficient use of 30 megahertz of spectrum dedicated for ITS in the 5.9 GHz band, as well as provide substantial safety benefits to the American public. It would codify C-V2X technical parameters in the FCC’s rules, including power and emission limits and message prioritization. The rules would provide flexibility for the auto industry to use three 10-megahertz channels either separately, in combination as a 20-megahertz channel or as a single 30-megahertz channel. The rules would also establish prioritization of safetyof-life communications. The rules would not require licensees already operating under C-V2X waivers to make changes to their currently deployed systems, and would provide a two-year timeline for sunsetting the use of existing Dedicated Short Range Communications (DSRC)based technology.

A timeline has not yet been established for when the item will actually be voted on by the Commissioners. In the meantime, on July 19, the FCC granted waiver requests ﬁled by certain manufacturers (Autotalks Ltd.1, Innowireless Co., Ltd., and Keysight Technologies Inc.), as well as Subaru, allowing them to implement C-V2X technology on a limited basis.

The alarm industry should evaluate whether C-V2X technology creates opportunities for new security services, such as better tracking of protected cargos, security guards, etc. While cast in the smart vehicle setting for now, it is possible that this technology may be adaptable to other settings requiring mobile security capabilities.

FCC Adopts New Rules for Operation of Drones in 5 GHz Band

The FCC has adopted a Report and Order with new rules to enable communications necessary to safety control ﬂight of Unmanned Aircraft Systems (“UAS” or “drones”) in the 5 GHz band. The use of UAS in the United States has grown quickly. During

Join AICC

Our industry is facing some of the most signiﬁcant legislative and regulatory challenges in its history at both the state and federal level.

Now is the time for you to stay informed and to use your voice.

AICC is ﬁghting for you!

Attend AICC’s fourth quarter, virtual meeting on December 10, 2024 to gain insights into the important work being undertaken by the Committee.

Contact TMA CEO Celia T. Besore at cbesore@tma.us for details.

this decade, UAS operations are expected to triple in terms of the number of devices and see the market expand into in the tens of billions of dollars. These tools are aiding in search and rescue missions, helping farmers, inspecting infrastructure, delivering medicine, and even gathering news.

The FCC’s action enables a significant increase in the number of drones that will be flying in the US. Drones can offer very useful capabilities to alarm companies; but the new rules do not appear to enable drone defense measures, which makes it difficult to protect premises from attacks by bad actors. The war in Ukraine has highlighted how dangerous drones have become.

The FCC’s action establishes a new Part 88 with initial service rules that allow operators to obtain direct frequency assignments in a portion of the 50305091 MHz band for non-networked operations. The new rules rely on dynamic frequency management systems to manage and coordinate access to the spectrum and enable its safe and efﬁcient use. These management systems provide requesting operators with temporary frequency assignments to support UAS control link communications with a level of reliability suitable for operations in controlled airspace and other safetycritical circumstances.

To enable operations in the band during the period before the dynamic frequency management systems are in operation, the rules establish an interim access mechanism in which operators seeking to transmit in the band ﬁrst submit a request to the Federal Aviation Administration for deconﬂiction and approval, and, upon FAA authorization, complete an on-line registration form with the Commission. The interim mechanism will be made available to operators after the rules become effective and when the Commission announces by Public Notice that it will begin accepting registrations.

2024 TMA OPSTech Preview

October 10-13, 2024 | Charlotte, NC

Join us at the 2024 TMA OPSTech program! Hosted by Security Central, this highly anticipated event brings together monitoring professionals from all levels of the industry, offering an unparalleled opportunity to stay ahead of current trends and challenges in the monitoring center landscape.

Make plans now to take part in this comprehensive program that features education sessions tailored to address the pressing issues impacting monitoring centers today. From operational strategies and video and technology advancements, this year’s sessions will cover a wide range of topics to equip you with the knowledge and insights needed for success.

We foster an environment of open exchange and collaboration, allowing attendees to freely share their challenges and best practices. This unique opportunity to network with industry professionals will further enrich your experience and provide valuable insights that you can implement in your own monitoring center operations. Come with a problem, leave with a solution!

The following is a preview of the sessions for our 2024 TMA OPSTech.

SUNDAY, NOVEMBER 10

6:00 – 8:00 pm

Welcome Reception | Icebreaker | Networking

Kick off the 2024 TMA OPSTech with our Welcome Reception! Join us for an engaging icebreaker session followed by an evening of networking with industry peers. Connect, collaborate, and set the stage for a productive and insightful event.

MONDAY, NOVEMBER 11

9:05 – 9:55 am

Attracting and Retaining Top Talent

[Virtual /Hybrid Access]

Explore effective strategies for attracting, hiring, and retaining top talent in monitoring centers. The session will cover recruitment techniques,

employee engagement, and retention programs that help maintain a motivated and efﬁcient workforce.

This session will provide a comprehensive guide on how to document security incidents accurately and effectively. Participants will learn about effective standard operating procedures, necessary documentation tools, and the importance of thorough record-keeping for legal and operational purposes.

Learning Objective:

By the end of this session, participants will be able to implement best practices for documenting security incidents, using appropriate tools and technologies to ensure accurate and thorough recordkeeping, to support both legal and operational requirements.

Take-Aways:

1. Essential components of effective security incident documentation.

2. Tools and technologies that streamline the documentation process.

3. The importance of thorough documentation for legal and operational continuity.

10:10 – 11:00 am

Enhancing Performance with Monitoring Center Incentive Programs

[Virtual /Hybrid Access]

Learn about various incentive programs that can be implemented in monitoring centers to enhance performance, motivation, and overall job satisfaction among employees. This session will discuss ﬁnancial and non-ﬁnancial incentives, recognition programs, and their impact on productivity and performance.

Take-Aways:

1. Different types of incentive programs and their beneﬁts.

2. How to implement recognition programs that improve employee morale.

3. Measuring the impact of incentives on productivity and job satisfaction.

11:05 am – 12:00 pm

Mastering Security Incident Documentation

[Virtual /Hybrid Access]

This session will provide a comprehensive guide on how to document security incidents accurately and effectively. Participants will learn about effective standard and operational purposes.

Learning Objective:

Take-Aways:

1. Essential components of effective security incident documentation.

2. Tools and technologies that streamline the documentation process.

3. The importance of thorough documentation for legal and operational continuity.

1:10 – 2:00 pm

Managing Alert/Monitoring Fatigue in Monitoring Centers

[Virtual /Hybrid Access]

Discover strategies to manage and mitigate alert fatigue among monitoring center staff. This session will cover the causes of alert fatigue, its impact on performance, and practical solutions to keep staff alert and efﬁcient.

Learning Objective:

By the end of this session, participants will be able to identify the causes and effects of alert fatigue, implement

techniques to reduce non-critical alerts, and apply strategies to maintain staff alertness and performance.

Take-Aways:

1. 1. Understanding the causes and effects of alert fatigue.

2. 2. Techniques to reduce the volume of non-critical alerts.

3. 3. Strategies to maintain staff alertness and performance.

2:05 – 2:55 PM

Artiﬁcial Intelligence in Surveillance and Monitoring

[Virtual /Hybrid Access]

This session will focus on the integration of AI technologies in surveillance systems. Key areas to be covered include:

• Introduction to AI in Surveillance: An overview of how AI is transforming monitoring systems.

• Technological Advances: Exploration of recent advancements in AI-driven video analytics and anomaly detection.

• Use Cases and Beneﬁts: Realworld examples of AI in action, highlighting efﬁciency gains, improved response times, and enhanced security measures.

• Challenges and Considerations: Discussion of ethical considerations, data privacy, and potential biases in AI algorithms.

Take-Aways:

1. Understanding how AI is revolutionizing surveillance and monitoring systems.

2. Knowledge of recent advancements in AI technologies and their practical applications.

3. Awareness of the ethical challenges and considerations in deploying AIdriven surveillance solutions.

3:10 – 4:00 PM

It’s Approved! Navigating Through the CSaaS Model: How to Face the Challenge and Get it Done!

[Virtual /Hybrid Access]

You’ve been approved to move forward with the Central Station as a Service (CSaaS) model, which allows monitoring centers to host a portion or all of their technology stack and

telecommunications with specialized UL Listed providers while maintaining part time or full-time monitoring responsibilities in-house. This session will review the beneﬁts and provide practical guidance for selecting partners for implementing CSaaS in your organization.

Learning Objective:

By the end of this session, participants will be able to understand the CSaaS model and its beneﬁts, identify best practices for selecting and partnering with CSaaS providers, and navigate common challenges in transitioning to a CSaaS model.

Take-Aways:

1. Understanding the CSaaS model and its beneﬁts.

2. Best practices for selecting and partnering with CSaaS providers.

3. Overcoming common challenges in transitioning to a CSaaS model.

TUESDAY, NOVEMBER 12

8:45– 9:50 AM

Conversational AI for Improved & Efﬁcient Customer Service

[Virtual /Hybrid Access]

Learn about the integration of conversational AI in monitoring centers to enhance customer interactions, streamline operations, and provide realtime support. This session will explore various applications of AI-driven chatbots and virtual assistants.

Learning Objective:

By the end of this session, participants will be able to understand the beneﬁts of implementing conversational AI in monitoring centers, identify practical applications of AI-driven chatbots and virtual assistants, and develop strategies for integrating conversational AI with existing systems to enhance customer interactions and streamline operations.

Take-Aways:

1. Beneﬁts of implementing conversational AI in monitoring centers.

2. Practical applications of AI-driven chatbots and virtual assistants.

3. Strategies for integrating conversational AI with existing systems.

10:00 AM – 11:10 PM

Roundtable Breakout Discussion Groups

We will gather in small, facilitated discussion groups to delve into strategies for addressing common challenges and share solutions and lessons learned. Each group will then report their highlights back to the general session.

1:10 pm – 2:00 pm

Implementing AVS-01 (Alarm Validation Scoring) Standard Training for Training Managers

[Virtual /Hybrid Access]

This session is designed for training managers who are responsible for developing and implementing training programs within their organizations. Join us to gain practical insights and expert guidance on leveraging TMA’s free AVS-01 Standard on-line training to elevate your monitoring center’s performance. Learn how to engage with your local public safety ofﬁcials to showcase the value of participation.

Learning Objective: By the end of this session, training managers will be equipped with the knowledge and tools to effectively integrate the AVS01 Alarm Validation Scoring (AVS) Standard on-line training into their internal training programs, enhancing their monitoring center operations.

Take-Aways:

1. Integration Techniques:

Participants will learn how to seamlessly incorporate the AVS01 on-line training modules into their existing training programs, ensuring a smooth and efﬁcient implementation process into already existing call handling procedures.

2. Maximizing Training Impact: Attendees will discover strategies to optimize the training experience for their operators, focusing on the importance of alarm level classiﬁcation, situational awareness, and effective communication with Emergency Communications Centers (ECCs).

3. Operational Benefits: The session will highlight the operational improvements gained from implementing AVS-01, such as enhanced efficiency, effectiveness, service quality, and profitability, and how these benefits contribute to overall public safety.

3:00 – 6:00 pm

Facility Tour: Security Central

Experience a behind-the-scenes look at Security Central, a leading third-party monitoring solution provider. Founded in 1963, Security Central blends tradition with innovation to deliver exceptional service. Their state-of-the-art facility in Statesville, NC, offers cutting-edge technology and a dedicated team focused on protecting what people value most. Don’t miss this opportunity to see how Security Central maintains its legacy of trust, reliability, and excellence in the security industry.

5:00 – 6:00 PM

Happy Hour hosted by Security Central

After an insightful tour, unwind and connect with fellow participants at a happy hour hosted by Security Central. Enjoy refreshments, network with industry peers, and discuss the day’s experiences in a relaxed setting. The location for this event will be announced soon. Don’t miss this opportunity to socialize and gain further insights into the cutting-edge operations at Security Central.

WEDNESDAY, NOVEMBER 13

9:00 am – 12:00 pm

Deep Dive: Unlocking the Power of Presence Detection

OPERATIONS (PRESENCE DETECTION AND REMOTE VIDEO)

Explore the technology and applications of presence detection in monitoring centers. As presence detection is an integral part of the AVS-01 level classiﬁcation, the more data collected, the more accurate situational awareness. This program will discuss how presence detection systems can enhance security, improve response times, and provide valuable data for operational

improvements and situational awareness for law enforcement.

Take-Aways:

1. Understanding presence detection technology and its beneﬁts.

2. Practical applications of presence detection in monitoring centers.

3. Using presence detection data for operational and security enhancements.

9:00 am – 12:00 pm

Deep Dive: GSOC Management Best Practices

GLOBAL SECURITY OPERATIONS CENTER TOPICS

Join us for an intensive morning workshop focused on GSOC (Global Security Operations Center) management best practices. This session will cover critical aspects of GSOC operations, including effective stafﬁng strategies, the development and implementation of standard operating procedures (SOPs), and the use of statistics, data, and key performance indicators (KPIs) to drive performance and improvement.

Take-Aways:

1. Best practices for stafﬁng GSOCs to ensure optimal performance and efﬁciency.

2. How to develop and implement effective standard operating procedures (SOPs).

3. Utilizing statistics, data, and KPIs to measure and enhance GSOC operations.

1:10 – 3:30 pm

Deep Dive: Staying Relevant: Remote Guarding as Part of Video Monitoring

OPERATIONS (PRESENCE DETECTION AND REMOTE VIDEO)

Explore the critical role of remote video monitoring and remote guarding in maintaining relevance in the evolving security landscape. This program will dive into the beneﬁts of remote monitoring, best practices for system setup and management, and how these technologies enhance security and operational efﬁciency.

Take-Aways:

1. Beneﬁts and applications of remote video monitoring and remote guarding.

2. Best practices for setting up and managing remote monitoring systems.

3. Enhancing security and operational efﬁciency through remote monitoring and guarding.

1:10 – 3:30 PM

Deep Dive: Leveraging Big Data and Analytics for Security Innovation

Technology Topics (for IT Specialists)

This deep dive will explore the role of big data and analytics in driving innovation within the security sector, covering:

• Data Collection and Analysis: Techniques for gathering and analyzing large datasets to identify security trends and threats.

• Predictive Analytics: Using data to anticipate security challenges and develop proactive measures.

• Case Studies on Big Data Utilization: Examples of successful implementations in security applications, such as crime prediction and resource optimization.

• Challenges and Future Directions: Addressing data privacy concerns, the integration of AI, and the future potential of big data in security.

1:10 – 3:30 PM

Deep Dive: GSOC Design Workshop: Lessons and Insights

Global Security Operations Center Topics

Join us for an afternoon workshop focused on GSOC (Global Security Operations Center) design standards. This session will explore valuable lessons learned from past experiences, desirable features to include, and pitfalls to avoid in GSOC design. Topics will cover insights into what worked well, what enhancements could be beneﬁcial, and what should be avoided to ensure an efﬁcient and effective GSOC setup.

GSOC Training continued from page 16NG9-1-1 continued from page 14 enhanced communications between ECCs and alarm companies going forward for the betterment of ﬁrst responders and the public.

The trainer should also identify supporting materials on the training topics. These can range from internal department procedures, company polices and standards, external general training videos or company training resources. The most critical work is to organize these materials ahead of time and have them readily available for the trainer and trainee.

Distraction-Free Training Environment

A dedicated and distraction-free training environment is also an important part of a successful program. Optimally, the trainer and trainee should be in a quiet room or area, comfortably set up and one with the resources needed to mimic an actual live monitoring center. This can be an unused cubicle, a conference room, or any open area without distractions. This minimizes distractions and interruptions and gives the trainee the best chance of retaining information.

“I do, we do, you do” Approach

At Thrivent, we’ve found the “I do, we do, you do” method works best. First, as “I do,” the trainer shows how to properly do the process or procedure while the trainee takes notes.

Next, the trainee gets more handson and goes through the process or procedure with the close guidance of the trainer – the “we do.” Finally, in “you do,” the trainee will work on their own, demonstrating competence and proﬁciency of the trained subject. This is not a one-and-done endeavor; it generally requires constant reminders, tests and validating that the trainee is retaining what they were taught.

Leadership Support

When looking to implement a comprehensive training program, leadership support is vital. Leadership plays an important role in approving budgets, stafﬁng changes, and setting the overall tone of the program.

To help garner support, start small and simple: create your lesson plans, train your trainers, and show how an organized approach to training and

development will beneﬁt the team and the organization in the long run. Make sure the leaders understand the training program and ﬁnd ways to offer their support.

Final Thoughts

We’ve had success when we spend the ﬁrst two weeks of a new hire’s training focused on the basics of the job and the company culture. In the third and fourth weeks, we focus the trainee on getting more hands-on experience, taking the skills they have learned and putting them into practice under the guidance of the trainer or leader.

Global Security Operations Centers are successful because of their teams and leadership – and I believe that following these best practices will help you build the conﬁdence of the new hire, reduce turnover and demonstrate a commitment to your team’s success.

It’s renewal time!

The overall effectiveness of NG9-1-1 system implementation is based on an ECC developing the solutions necessary to meet its internal operational needs AND accommodating an ECC’s ability to interact and exchange information with other ECCs in the community. A critical goal of NG9-1-1 architecture is the ability for multiple ECCs to share input and deliverables to support call surges and outages with the formation of a dynamic, self-healing emergency network.

The integration of NG9-1-1 into the ECC will require many of the skills used today by public safety telecommunicators (PSTs), but new training will be required as well. PSTs will need additional training to manage and distribute new forms of multimedia as it will be shared with other ECCs and ﬁeld personnel. Video and data analytics will help PSTs manage and distribute information while improving situational awareness in the ECC, but utilizing those tools necessitates training and experience.

Additionally, the need for cybersecurity updates and regular preventative training for PSTs will continue to be necessary as new data resources can introduce new threats into the ECC. Organizations can utilize Artificial Intelligence (AI) to assist telecommunicators with managing data, video and images as well as the real time monitoring of a PSTs’ performance, stress and well-being. Utilizing technology to help maintain the physical and mental health of telecommunicators working in ECCs should be a priority. The promise of NG9-1-1 can only be achieved if the 9-1-1 community works toward a shared vision implementing the definitions of NG9-1-1 that public safety has developed. Only by working together can this new technology benefit telecommunicators, the personnel they serve in the field and the public.

Research, continued from page 16

With the pandemic ending, inﬂation high, and interest rates rising consumers are not investing in expensive home projects, and existing home sales are down. These economic conditions have some inﬂuence on all smart home product categories, which tend to be slow-and-steady growth markets.

Providing Peace of Mind – an

Extension of Security

Smart smoke/CO detectors provide residents peace of mind, like other top home security products like cameras and doorbells. These products could make for a compelling bundle, or products like smart lights or smart locks that could automatically light the way to the door and unlock a door in the event of a ﬁre.

Security dealers are the prime channel purchase of smart smoke/CO detectors, followed by more traditional retail.

Both of those channels will remain key, with the likelihood of growth for on-line channels.

ADT, Nest, and Ring lead in the ownership of smart smoke/CO detectors (and listeners), owing much of their success to the user ecosystem and bundling. As security providers look for new distribution channels, insurance

partnerships will grow. This is a key underutilized channel for device acquisition; ﬁres/gas leaks represent top use cases for insurance provided devices and can be a key channel for growth.

A variety of factors can be the ﬁnal trigger for a smart home purchase, but consumer education and bundling are two of the most signiﬁcant.

This is an excerpt from the Parks Associates study, Smart Smoke and CO Detector Market Assessment. Parks Associates research extensively covers the smart home and security market. For more information on how to access our research, visit www.parksassociates.com

Parks Associates Research Finds 28% of Employees Use AI for Professional Needs

Research featured in Parks Associates’ new Smart Home and Security Tracker reveals 28% of full-time employees and business owners use artiﬁcial intelligence (AI) applications for their professional needs, from automating routine tasks to enhancing decision-making processes.

The ﬁrm’s Smart Home and Security Tracker “provides insights on the latest industry news and trends, including how the integration of AI is transforming the smart home industry,” according to the Parks Associates announcement.

2024 TMA/SDM Excellence Awards

Winners Featured in August SDM Magazine

Take a look at SDM magazine’s annual TMA/SDM Excellence Awards feature in its August issue. Each year, two company and three individual awards are presented to TMA members that demonstrate outstanding excellence in their work.

The 2025 TMA/SDM Excellence Awards application period will open Mon., Dec. 2nd. The awards will be presented virtually following TMA’s Virtual MidYear Meeting in late April. Visit TMA’s website for complete details.

Axis Communications Marks 40th Anniversary

Axis Communications proudly celebrates four decades of innovation and excellence in the video surveillance industry. Since its founding in 1984, Axis has pioneered the shift from analogue to digital surveillance and set new standards for video surveillance technology.

As Axis celebrates its 40th anniversary, the company reﬂects on a legacy of innovation that has transformed the security industry. From introducing the world’s ﬁrst network camera to developing cutting-edge analytics and AI-powered solutions, Axis has remained at the forefront of technological advancement with 153 products launched to date.

Happy 40th, Axis Communications!

• Market pressure to make alarm video veriﬁcation mandatory

• An estimated 1 trillion security alarms in 2024, with a 30% yearover-year growth rate

• Insufficient human resources for professional monitoring, necessitating AI-driven solutions While Edge AI is effective in specific, localized scenarios, it faces significant scalability challenges. Each edge device has finite processing power and storage, which limits the complexity of AI models and the amount of data that can be processed locally. This limitation becomes particularly problematic in environments where the number of devices or the volume of data grows rapidly, potentially leading to performance bottlenecks.

In contrast, Cloud AI’s scalable architecture allows it to adapt more readily to increasing demands, making it better suited for handling the explosive growth in data and processing requirements expected in the coming years.

Network Requirements

Main requirements for Cloud AI are a sufﬁcient network bandwidth to transfer video data to the Cloud for processing and generating events.

In contrast, Edge AI processes most data locally on-premises, typically only sending data for advanced analytics like facial recognition to the cloud. This approach generally demands less bandwidth than Cloud AI, making Edge AI more suitable for environments with limited or inconsistent network connectivity. The choice between these approaches depends on the speciﬁc installation requirements, available network resources, and the complexity of the desired analytics.

Real-Time Analytics

Cloud AI’s ability to process vast amounts of data in real-time is a game-changer for video monitoring. By aggregating continuous video streams and other related data, cloud platforms can deliver sophisticated analytics, such as object detection, real-time tracking,

and even predictive analytics. This continuous data processing allows for the development of advanced AI models that can detect and respond to events with high accuracy.

In contrast, Edge AI processes data locally on the device, which can limit the complexity and scope of the analytics. While Edge AI is capable of basic analytics like object detection, its ability to perform more advanced tasks, such as real-time tracking across multiple cameras, predictive analytics, or behavior-based loitering is often constrained by the device’s processing power. This can result in less comprehensive monitoring and slower response times, particularly in scenarios that require high levels of detail and accuracy.

Integration and Ecosystem Support

Cloud AI platforms offer extensive integration capabilities, enabling seamless connections with various hardware, software, and services within the monitoring ecosystem. This integration is crucial for building a comprehensive secure solution that can adapt to different requirements. Cloud platforms often provide APIs, SDKs, and other tools that allow developers to create custom applications, further enhancing the functionality and ﬂexibility of the system.

Edge AI, by its nature, is more isolated and may offer limited integration options. While it can be effective for speciﬁc, standalone applications,

Edge AI might not provide the same level of ecosystem support that cloud platforms offer. This limitation can hinder the development of more complex monitoring solutions that require data from multiple sources or the ability to interface with other systems.

Future Prospects for AI in Video Monitoring

As AI technology continues to evolve, the cloud is likely to play an increasingly central role in the future of video monitoring. The ability to continuously process and analyze large datasets in real-time makes Cloud AI well-suited to meet the growing demands of the monitoring industry. Additionally, the security, scalability, and integration capabilities of cloud platforms position them as a robust solution for a wide range of applications, from small businesses to large enterprises.

Edge AI, while still valuable for certain use cases, may become more of a niche solution as Cloud AI continues to advance. Its limitations in security, scalability, and data processing power may restrict its effectiveness in more complex or large-scale monitoring environments. However, for localized applications where regulatory restrictions are crucial, or the connectivity is very limited or absent - Edge AI will continue to be a viable option.

MEMBER

COMPANIES MAKING NEWS

Altronix announced its strategic partnership with LiftMaster, a leading brand of professionally installed access solutions including smart video intercoms, smart door controllers and gate operators. This collaboration combines Altronix’s advanced power distribution with LiftMaster’s CAP2D Smart Access Controllers, resulting in new pre-conﬁgured kits designed to support up to 16 door systems from a single enclosure.

Axis Communications celebrated the grand opening of its newest Axis Experience Center (AEC) in Phoenix, Ariz. Featuring a variety of Axis surveillance solutions as well as meeting and demo spaces, Axis said the facility will allow the company to build stronger bonds with partners and customers in the southwest, fostering collaborative growth and innovation to enable smarter and safer communities — both local and beyond.

Elite Interactive Solutions announced its participation as a featured presenter at this year’s Global Security Expo (GSX). Elite is organizing the session, “Remote Guarding Has Made Real-Time Crime and Catastrophe Prevention a Reality,” scheduled for Tuesday, Sept. 24, from 11:15 a.m. to 12:15 p.m., at the Orange County Convention Center.

Vector Security, Inc. announced it has entered into a multi-year partnership with the National Hockey League’s (NHL) Nashville Predators.

TMA members were recognized by Security Business magazine and SIW.com with a 2024 Security Innovator Award. The awards are the industry’s only 100% peer-nominated program to recognize the innovative contributions made by individuals in

the security industry – from integrators to consultants, to practitioners, to manufacturers and service providers.

Congratulations to the TMA member companies who were recognized as 2024 ESX Innovation Award Winners:

FIRE/LIFE-SAFETY

Detection Appliances – Smoke / Heat / Gas Detection Services:

FireProtect 2 RB (Heat/Smoke/CO) UL Jeweller by Ajax Systems

Cellular / Radio Communications:

Super Dual StarLink Fire Max2 Supervised Dual SIM/ Dual Path Communicator by NAPCO Security Technologies

INTRUSION SYSTEMS

Outdoor Detection: MotionCam Outdoor (PhOD) Jeweller by Ajax Systems

VIDEO SURVEILLANCE

Video Analytics: Alarm.com AI Deterrence (AID) by Alarm.com

Megapixel / HD Cameras:

First Alert VX3 HD Outdoor Camera by Resideo

IP Cameras: TurretCam (8 Mp/2.8mm) by Ajax Systems

The ESX Innovation Awards ceremony was held during the ESX 2024 Expo in Louisville, Ky.

MEMBERS GIVING BACK

Wayne Alarm Systems is hosting a Blood Drive at Boston’s Children’s Hospital on October 17th from 9:00AM-3:00PM.

PEOPLE MAKING NEWS

DMP announcing the addition of the following new team members:

Justin Lenius has joined DMP as the director of sales, Southeast. He will direct and support the regional sales managers in the Midsouth, Southeast and Florida territories.

Matthew Gallion has also joined DMP as the director of data technology. He will build and lead a team that focuses on tracking and analyzing business intelligence data. The creation of this new role is part of DMP’s leadership

strategy in positioning for growth.

DMP has created the role of executive vice president of corporate strategy to incorporate initiatives Michal Moss Early has been leading the last four years. In this role, Moss Early will drive the company toward growth to ensure DMP remains an industry leader into the future.

Moss Early works with CEO Rick Britton to determine forward-thinking strategies for dealer relationships, customer relationships and people development, then sets objectives and implements timelines for the evolution of related processes.

TMA Compliance Committee Co-Chair Tommy Whisnant, CPI Security has been appointed by the

North Caroline Speaker of the House to serve on the Northa Carolina Alarm Systems Licensing Board (NCASLB). His three-year term began July 1, 2024.

IACP Representative Harlin McEwan received the 2024 J. Rhett McMillian, Jr. Award of Distinction at the 2024 IACP for his years of service to the law enforcement community.

TMA Immediate Past President and Chair, TMA Standards Committee Morgan Hertel, Rapid Response Monitoring authored two recent articles in security industry trade publications.

“Monitoring Matters: Cash May Be King, but Data is Golden in the Security World” appeared July 16th on SecuritySales.com andhe explored the benﬁts of TMA’s ASAP in the same publication on Sept. 16th.

Johnson Controls CEO George R. Oliver announced he is stepping down as he plans to retire. “It has been a true honor to serve as CEO of Johnson Controls,” said Oliver. “I am proud of the remarkable success we have achieved in recent years to position our company as a pure-play provider of comprehensive solutions for commercial buildings. I am conﬁdent that Johnson Controls is solidly positioned for its next chapter, and I look forward to supporting the team to ensure the company achieves its full potential.”

NAPCO Security Technologies, Inc. (NAPCO) introduced two new regional sales managers added to the Napco Fire & Security Division, replacing its two recently promoted Sales Directors, for their former territories in the NY and the Southeast. New hires, Adam Emmett, for NC, SC, GA, and Southern VA, and Elliot Bean for NY, are new to NAPCO, but certainly not to security. Emmett comes from a security services and communications technologies background and Bean from system sales and distribution channel management. Each will report to their respective Regional Sales Directors for Fire & Security: David Sperber, for the Southern Region, and Troy Bonanno, in the North.

In other NAPCO additions, welcoming new VP Aaron Black in Sales Management is the newly-promoted Rob Etmans, Director of Sales, succeeding the well-respected icon Scott Schramme, who retired earlier this month. Additionally, Gio Carillo has been appointed as the Napco Access Pro Regional Sales Manager for the Southeast Territory, based in Miami, covering Florida, Kentucky, Tennessee, North & South Carolinas, Georgia, Alabama and Mississippi.

PRODUCTS MAKING NEWS

Brinks Home announced early success in its partnership with Cresta, an end-toend generative AI platform for contact centers. Through integrating Cresta tools across its various contact center solutions, Brinks Home is seeing reduced calls driven by reductions in transfers,

92% ﬁrst-call resolution (FCR) and improved Net Promoter Score (NPS). Verkada opened its Command platform to third-party cameras. Also announced, the company has added a range of new additions to its platform, including badge integration with Apple Wallet and a next-generation door reader.

NAPCO Security Technologies, Inc. announced the addition of new retroﬁt and takeover options for its awardwinning Prima 7” Super Self-Contained Panel & Smart System. These latest enhancements include video doorbells, cameras, smoke detectors, smoke/CO detectors, and various sensors, along with the newly introduced wireless and hardwire takeover modules, models PRETROFIT and PHW8RETRO, respectively.

NAPCO Access Pro announced the release of its latest enterprise security management platform, CA4K v1.2. This scalable new platform simpliﬁes

and enhances security, access control, and video through seamless integration with our top-rated wireless access locks by Alarm Lock, Continental Controllers, and an expanding roster of technology partners specializing in intercoms, biometrics, video, and visitor management.

Johnson Controls launched an update to the company’s Building Automation System (BAS), Metasys, which serves the needs of commercial, industrial and institutional buildings, regardless of industry. The new iteration, Metasys 14.0, improves a commercial building’s performance and sustainability while enhancing occupant comfort, health and safety. It builds on the Metasys platform with new features that offer an improved user experience, enhanced network efﬁciency, ﬂexibility and security,

simpliﬁed administration and improved energy management.

Evolv Technology announced the launch of two new product offerings, which include Evolv eXpedite, an autonomous AI-based weapons detection system for bags, and Evolv Eva, a personal safety app. These new offerings, as well as existing products such as Evolv Express and Evolv Visual Gun Detection, are designed to be integrated layers for detection as part of a uniﬁed Evolv Safer Experience System.

Bosch Building Technologies announced it has added Eagle Eye Networks as a global technology partner for cloud video management systems. “The increasing importance of video data for security applications and beyond drives the trend of connecting cameras to the cloud,” said Bosch in a company press release. “Cloud technology offers benefits such as scalability, cost-efficiency, and centralized management. The partnership between Bosch Building Technologies and Eagle Eye Networks aims to provide an intelligent solution that supports businesses to work more efficiently and make the world a safer place.”

DMP announced the release of the TMSentry™. This new control panel represents the latest alarm system technology designed speciﬁcally for monitoring automated teller machines (ATMs) and interactive teller machines (ITMs). As banking teller machines become more compact, interior space becomes a premium and the technology to protect them must become more robust.

INDUSTRY NEWS

Beginning October 1st, Seattle Police Department will only dispatch ofﬁcers to calls from monitoring centers that provide supporting evidence such as audio, video, panic alarms or eyewitness evidence that a person is illegally entering or attempting to enter a residence or commercial property. Read full details on the TMA website.

FirstNet Certiﬁed Companies

TMA is pleased to introduce and recognize the following companies who have become FirstNet certified as of September 1, 2024.

 ADT, LLC, Boca Raton, FL

 Advance Alarms Inc., Broken Arrow, OK

 AFA Protective Systems, Inc., Syosset, NY

 Afﬁliated Monitoring, Union, NJ

 Alarms Unlimited, San Diego CA

 Allstate Security Industries, Inc., Amarillo, TX

 Arco Security Central Station Corp., Miami, FL

 Bay Alarm Systems, Concord, CA

 Centra-larm MonitoringManchester, NH

 COPS Monitoring, Williamstown, NJ

 Complete Security Systems, Marlboro, NJ

 Criticom Monitoring Services, Longwood, FL

 DGA Security Systems, Inc., New York, NY

 Dispatch Center Ltd., San Antonio, TX

 DMP, Springﬁeld, MO

 Doyle Security Systems Inc., Rochester, NY

 Electronix Systems Central Station Alarms, Inc., Huntington Station, NY

 Emergency 24, Des Plaines, IL

 Federal Response Center, Inc., Springﬁeld, MO

 First Alarm, Aptos, CA

 Force Security Solutions, LLC, Manassas, VA

 Hoffman Security, Atwater, CA

 Intercom Clock & Signal Services, dba ICS, Riverside, CA

 Intruder Alert Systems of San Antonio, San Antonio, TX

 JCI, Boca Raton, FL

 Kansas City CCTV, LLC DBA Kansas City CCTV & Security, Kansas City, MO

 Kings III of America, Coppell, TX

 Lydia Security Monitoring dba UCC, San Antonio, TX

Midwest Alarm Company, Inc., Sioux Falls, SD

 NAPCO Security Systems, Inc., Amityville, NY

 National Monitoring Center (NMC), Lake Forest, CA

 Nationwide Security Corporation, Branford, CT

 Per Mar Security Services, Davenport, IA

 Pye-Barker Fire & Safety, LLC, Doral, FL

 Rapid Response Monitoring, Syracuse, NY

 Safe Tech USA, Ltd., Melville, NY

 SCN Security Communication Network, Inc., Corona, CA

 Securitas Technology, Plymouth, MN

 SecurityCentral, Statesville, NC

 Security Equipment, Inc., Omaha, NE

 Sentinel Alarm Company, Stowe, VT

 Sentry Alarm Systems, Monterey, CA

 Southwest Dispatch Center, Richardson, TX

 Tech Electronics, Inc., St. Louis, MO

 The Fireline Corporation, Baltimore, MD

 Triple S Alarm Co., Little Rock, AR

 United Security Communications, Inc., Lothian MD

 Vector Security, Inc., Warrendale, PA

 Vivint Smart Home, Provo, UT

 Vyanet Operating Group-Bend, OR

 Washington Alarm, Inc., Seattle, WA

 Wayne Alarm Systems, Inc., Lynn, MA

 WH International Response Center, Rockford, MN

IQ Certiﬁed Companies

TMA is pleased to introduce and recognize the following companies who have become IQ certified as of September 1, 2024.

 Advance Alarms, Inc., Broken Arrow, OK

 Advanced Alarm, Inc., Tonawanda, NY

 Afﬁliated Monitoring Inc., Union, NJ

 Allstate Security Industries, Inc., Amarillo, TX

 Centra-larm MonitoringManchester, NH

 COPS Monitoring, Williamstown, NJ

 Genesis Security Services, Carolina, PR

 Guardian Protection Warrendale, PA

 National Monitoring Center, Lake Forest, CA

 Rapid Response Monitoring Services, Inc., Syracuse, NY

 Securityhunter, Inc., Baltimore, MD

 Solid Security Services, Inc. Buford, GA

 SSC Services Inc. dba Cen-Signal, Columbus, GA

 Statewide Monitoring Corporation, Staten Island, NY

 Wayne Alarm Systems, Inc., Lynn, MA

Join us in welcoming our new and returning members to the TMA community! To view a complete list, go to https://tma.us/membership/new-members/.

Associate

Replicant

San Francisco, CA

www.replicant.com

Contact: Marcus Anderson, Enterprise Account Executive

Replicant enables Alarm Monitoring and full-service security companies to automate dealer and customer interactions through Conversational AI. Our superior AI allows for higher net savings without compromising service levels across many common use cases like routine notiﬁcations, placing alarms on/off test, managing false alarms, and more.

Designed for enterprise-level volumes and challenges, Replicant instantly scales in response to real-time demand, allowing contact centers to seamlessly absorb unpredictable call spikes and eliminating the need for additional stafﬁng. Contact centers can focus their human agents on more complex interactions and signiﬁcantly reduce agent attrition. By resolving tier1 customer service requests with Replicant, contact centers can reduce costs by up to 50%.

Our platform is backed by a money-back guarantee on service and licensing costs if expectations are not met—a guarantee that has never been utilized.

Robotic Assistance Devices

Ferndale, MI

1-877-78-ROBOT info@radsecurity.com www.radsecurity.com

Contact: Mark Folmer, President

At Robotic Assistance Devices (RAD), our mission is to transform the security services industries through AI-driven solutions that enhance safety, improve efﬁciency, lower security costs, and provide peace of mind to our clients. Our Autonomous Intelligent Response (AIR) system, built on Autonomous Remote Services (ARS), uses customdesigned robotics and advanced AI to empower organizations, enhance highfrequency workﬂows, deploy technology in previously inaccessible areas, and tackle complex security challenges at lower costs than legacy solutions. Guided by our values of innovation, integrity, customer focus, collaboration, responsibility, and excellence, we are committed to delivering ethical, customer-centric security solutions and continuously pushing the boundaries to meet modern security challenges.

Consultant

Thalamus Labs Palo Alto, CA info@thalamuslabs.com www.thalamuslabs.com

Contact: DC Jayasundera, Management Consultant

Thalamus Labs is a team of exMcKinsey tech business builders empowering organizations in the professional monitoring industry to create signiﬁcant new value using latest technologies (e.g., IoT, advanced analytics, artiﬁcial intelligence)

For companies with distributed assets and/or mobile service crews, Thalamus Labs has a hands-on, accelerated approach to identifying new sources of revenue and cost savings, piloting and validating value creation, and scaling to capture “deep digital” value (e.g., helped a multi-family service provider with a million distributed devices to transform their business model from a B2B to a B2B2C to create 25% more revenue and optimize service costs).

TMA Launches Member Ambassador Program

TMA is excited to announce the launch of a new initiative created by the Membership Committee - introducing the Member Ambassador Program!

The Member Ambassador Program is designed to foster a welcoming and engaging environment for new TMA members.

Volunteer Ambassadors Sought TMA currently seeks members to volunteer to serve in the ambassador role.

By participating in this program, ambassadors will play a crucial role in helping new members integrate into the association, maximize their membership beneﬁts, and develop meaningful professional relationships

Our goal is to match new members with those of similar categories; ambassadors are particularly needed from monitoring member companies.

Interested in volunteering? Please contact Illeny Maaza, TMA Director of Membership and Programs at membership@tma.us.

Listed Monitoring

United Central Station Plainview, NY 1-800-343-2250

www.unitedcs.org

Incorporated in 1983, family owned and operated. United Central Station is based in Long Island and is UL listed.

Founded more than 30 years ago on the North Shore of Long Island, the family owned and operated business is nationally recognized as one of top security providers in the United States. U.L. listed, New York City approved, licensed and insured, United Central Station is ready to serve the monitoring needs of both Residential and Commercial clients.

Non-Listed Monitoring

NewCBN, LLC dba Protos Security

Norcross, GA

www.protossecurity.com

Technology alone can’t replace the human dynamics of a security program, so we also handle monitoring the activity for you. With Protos, you receive state-of-the-art cloud-based video management technology and experienced remote video guards, all backed by excellent customer service from a dedicated team. Using Remote Video Guarding and Response, we mitigate risk by enhancing situational awareness and showing physical security presence.

By hiring personnel with security experience and training them through real-world monitoring scenarios, we ensure that only highly skilled individuals are entrusted with protecting our clients’ sites. As part of this training, remote guard team members are trained on the unique needs of each client they serve and provided with clear procedures for handling various incident scenarios. Typically, our reactions include notifying local law enforcement when necessary, alerting onsite security personnel as needed, and providing constant updates to client contacts who would like to be alerted in real time.

Sentracam Tempe, AZ 1-888-226-0007

www.sentracam.com

SentraCam is a commercial security and surveillance monitoring company that has been providing security and customer service for over eight years. During that time, we recognized a gap in traditional business security. While onsite security guards and video recording cameras provide a basic level of security, they have limitations. On-site security guards can’t monitor an entire property at once, and standard security cameras can only show recorded crimes after they happen.

Based on new technology and customer feedback, we developed a better approach to company security. SentraCam combines electronic detection with live remote monitoring, allowing us to detect and stop criminal behavior in real time. The result is better security coverage for less money. SentraCam offers virtual security guard services throughout the Southwest.

Congratulate TMA’s 2024 Five Diamond Designees

The monitoring centers listed below are designated TMA Five Diamond through April 2025. This designation marks a commitment to the highest industry standards. Visit TMA.us for the most up-to-date listing of certiﬁcants.

AFA Protective Systems

Syosset, NY www.afap.com

Full-Service Monitoring Designated since 1/2014

Audeamus DBA Sebastian CorpKerman, CA www.audeamus.net

Full Service Monitoring Designated since 1/2024

a.p.i. Alarm Inc. Denver, CO www.apialarm.com

Full Service Monitoring Designated since 01/2023

a.p.i. Alarm Inc. Toronto, ON www.apialarm.com

Full Service Monitoring Designated since 01/2023

Acadian Monitoring Services, LLC Lafayette, LA www.acadianmonitoringservices.com

Wholesale Monitoring Designated since 01/2005

ADT Knoxville, TN

www.adt.com/local/tn/knoxville

Full Service Monitoring Designated since 04/2024

ADT by Telus Calgary AB www.telus.com

Full-service and Wholesale Designated since 12/2020

ADT by Telus Saint Leonard QC www.telus.com

Full Service and Wholesale MonitoringDesignated since 12/2023 New in 2023!

ADT Commercial LLC (formerly Protection One)

Irving, TX

www.adt.com

Full Service Monitoring Designated since 10/2014

Afﬁliated Monitoring Union, NJ

www.afﬁliated.com

Wholesale Monitoring Designated since 09/2005

Afﬁliated Monitoring Houston, TX

www.afﬁliated.com

Wholesale Monitoring Designated since 05/2022

Alarm Detection Systems, Inc. Aurora, IL www.adsalarm.com

Full Service Monitoring Designated since 08/2003

Alarm Detection Systems, Inc. (formerly Safe Systems) Louisville, CO

www.adsalarm.com

Full Service Monitoring Designated since 08/2004

Alarmco, Inc.

Las Vegas, NV

www.alarmco.com

Full Service Monitoring Designated since 06/2006

Alarme Sentinelle/Sentinel Alarm Montreal, QC www.sentinelalarm.com

Full-Service Monitoring – Canada Designated since 12/2010

Alert 360 Tulsa, OK www.alert360.com

Full Service Monitoring Designated since 08/2018

Allstate Security Industries, Inc. Amarillo, TX www.allstatesecurity.com

Wholesale Monitoring Designated since 08/2023

American Alarm and Communications, Inc. Arlington, MA www.americanalarm.com

Full-Service Monitoring Designated since 04/2004

American Electric Power Columbus, OH www.aep.com

GSOC Monitoring Designated since 11/2020

Amherst Alarm Inc. Amherst, NY www.amherstalarm.com

Full Service Monitoring Designated since 03/2004

AvantGuard Monitoring Centers

Cedar City, UT www.agmonitoring.com

Wholesale Monitoring Designated since 05/2023 New in 2023!

AvantGuard Monitoring Centers Ogden, UT www.agmonitoring.com

Wholesale Monitoring Designated since 01/2007

AvantGuard Monitoring Centers Rexburg, ID www.agmonitoring.com

Wholesale Monitoring Designated since 08/2016

Barcom Security, Inc. Swansea, IL

www.barcomsecurity.com

Full-Service Monitoring Designated since 11/2007

Bay Alarm Company

Concord, CA

www.bayalarm.com

Full Service Monitoring Designated since 01/2006

Bell Canada

Toronto, ON

www.bell.ca/smart-home

Full Service Monitoring - Canada Designated since 04/2015

Bell Canada Winnipeg, MB

www.bell.ca/smart-home

Full Service Monitoring - Canada Designated since 04/2020

Blackline Safety

Calgary, AB

www.blacklinesafety.com

Full Service Monitoring - Canada Designated since 04/2018

Brightspeed Security Systems (formerly CenturyLink Security) Monroe, LA

www.brightspeedsecurity.biz

Full Service Monitoring Designated since 02/2005

Brinks Home™ (formerly Monitronics International) Farmers Branch, TX www.brinkshome.com

Wholesale Monitoring Designated since 02/2005

Centra-Larm Monitoring Inc. Manchester, NH

www.centra-larm.com

Wholesale Monitoring Designated since 06/2009

Clearview Securities, Inc.

Knoxville, TN www.clearviewtn.com

Full Service Monitoring Designated since 05/2023

Cooperative Response Center, Inc. (CRC) Austin, MN

www.crc.coop

Wholesale Monitoring Designated since 03/2011

COPS Monitoring

Boca Raton, FL

www.copsmonitoring.com

Wholesale Monitoring Designated since 04/2014

COPS Monitoring Lewisville, TX

www.copsmonitoring.com

Wholesale Monitoring Designated since 06/2014

COPS MonitoringWilliamstown, NJ

www.copsmonitoring.com

Wholesale Monitoring Designated since 05/2014

CPI Security Systems

Charlotte, NC

www.cpisecurity.com

Full Service Monitoring Designated since 08/2009

Damar Security Systems

Sarnia, ON

https://damarsecuritysystems.com/

Full Service Monitoring - Canada Designated since 11/2012

DGA Security Systems, Inc.

New York, NY

www.DGA.com

Full Service Monitoring Designated since 02/2005

DMC Security Services Inc., Midlothian IL

www.dmcsecurity.com

Full-Service Monitoring Designated since 9/2005

Dynamark Monitoring, Inc.

Hagerstown, MD

www.dynamarkmonitoring.com

Wholesale Monitoring Designated since 02/2012

Electronix Systems Central Station Alarms, Inc.

Huntington Station, NY

www.electronixsystems.com

Full Service Monitoring Designated since 06/2005

Ellijay Telephone Company Ellijay, GA

www.etcbusiness.com

Full Service Monitoring Designated since 04/2015

ESC Central Birmingham, AL

www.esccentral.com

Wholesale Monitoring Designated since 12/2023

Federal Response Center

Springﬁeld, MO

www.federalprotection.com

Wholesale Monitoring Designated since 01/2006

Fire Monitoring of Canada, Inc.

St. Catharines, ON

www.ﬁre-monitoring.com

Full Service Monitoring - Canada Designated since 05/2009

Guardian Alarm Southﬁeld, MI

https://guardianalarm.com/

Full-Service Monitoring Designated since 3/2024

Guardian Protection Services Inc.

Butler, PA

www.guardianprotection.com

Full-Service Monitoring Designated since 06/2020

Guardian Protection Services Inc. Warrendale, PA

www.guardianprotection.com

Full-Service Monitoring Designated since 09/2006

Gillmore Security Systems Inc. Cleveland, OH

www.gillmoresecurity.com

Full Service Monitoring Designated since 01/2009

GM Security Technologies

San Juan, PR

www.gmsectec.com

Wholesale Monitoring Designated since 10/2011

Holmes Security Systems

Fayetteville, NC

www.holmeselectricsecurity.com

Full Service Monitoring Designated since 12/2017

Huronia Alarm & Fire Security, Inc.

Midland, ON

www.huroniaalarms.com

Full Service Monitoring - Canada Designated since 06/2013

Interface Systems

Earth City, MO

www.interfacesystems.com

Full Service Monitoring Designated since 08/2004

Interface Systems

Plano, TX

www.interfacesystems.com

Full Service Monitoring Designated since 11/2012

iWatch Communications Beaverton, OR

www.iwatchcomm.com

Full Service Monitoring Designated since 01/2008

Kastle Systems

Falls Church, VA

www.kastle.com

Full-Service Monitoring Designated since 06/2014

Kroger Central Alarm Control Portland, OR www.kroger.com

GSOC

New in 2023!

Life Alert Emergency Response, Inc. Encino, CA

www.lifealert.com

Full-Service Monitoring Designated since 11/2014

Life Safety Monitoring, LLC

Munhall, PA

www.mylifesafetymonitoring.com

Wholesale Monitoring Designated since 01/2018

Metrodial Corporation, Inc.

Hicksville, NY

www.metrodial.com

Full Service Monitoring Designated since 11/2004

Mutual Security Services

New York, NY

www.mutualstatland.com

Full-Service Monitoring

New York, NY

Designated since 04/2007

National Monitoring Center

Irving, TX

www.nmccentral.com

Wholesale Monitoring Designated since 06/2016

National Monitoring Center

Lake Forest, CA

www.nmccentral.com

Wholesale Monitoring Designated since 06/2016

Nationwide Central Station Monitoring Corp.

Freeport, NY

www.nationwidedigital.com

Full Service Monitoring Designated since 04/2007

NextEra Energy, Inc.

Juno Beach, FL

www.nexteraenergy.com

GSOC Monitoring Designated since 12/2022

Northern911

Sudbury, ON www.northern911.com

Full-Service Monitoring – Canada Designated since 05/2014

Northwest Alarm MonitoringSeattle Washington www.nwalarm.com

Wholesale Monitoring Designated since 8/2024

Operational Intelligence Center

Indianapolis, IN

Full Service Monitoring Designated since 01/2020

Paladian Victoria, BC

Full Service and Wholesale Monitoring Designated since 6/2016

Peak Alarm Company, Inc.

Salt Lake City, UT

www.peakalarm.com

Full-Service Monitoring Designated since 02/2006

Per Mar Security Services

Davenport, IA

www.permarsecurity.com

Full Service Monitoring Designated since 06/2005

Pro-Vigil

San Antonio, TX

www.pro-vigil.com

Full Service Monitoring Designated since 01/2024

Quick Response Cleveland, OH www.quickresponse.net

Wholesale Monitoring Designated since 10/2005

Retail Business Services (MD) (formerly Ahold USA) Columbia, MD www.aholddelhaize.com

Proprietary Monitoring Designated since 02/2012

SecurTek Monitoring Solutions, Inc. Winnipeg, MB www.securtek.com

Full-Service Monitoring – Canada Designated since 05/2022

SecurTek Monitoring Solutions, Inc. Yorkton, SK www.securtek.com

Full-Service Monitoring – Canada Designated since 05/2010

Securitas Electronic Security, Inc. Honolulu, HI www.securitases.com

Full Service Monitoring Designated since 12/2003

Securitas Electronic Security, Inc. (formerly known as FE Moran Security Solutions, LLC)

Champaign, IL

www.securitases.com

Full Service Monitoring Designated since 12/2006

Securitas Electronic Security, Inc. Charlotte, NC

www.securitases.com

Full Service Monitoring Designated since 03/2022

Securitas Electronic Security, Inc. (formerly known as Supreme Security Systems, Inc.)

Union, NJ

www.securitases.com

Full Service Monitoring Designated since 12/2004 Returning in 2023!

Securitas Electronic Security, Inc Uniontown, OH

www.securitases.com

Full Service Monitoring Designated since 11/2003

Security Alarm Corporation

Port Charlotte, FL

www.securityalarmcorp.com

Full Service Monitoring Designated since 06/2012

Security Equipment, Inc. (SEI) Omaha, NE

www.sei-security.com

Full Service Monitoring Designated since 07/2004

Siemens Industry, Inc. Irving, TX

www.siemens.com

Full Service Monitoring Designated since 03/2004

Sonitrol Great LakesGrand Blanc, MI

www.sonitrolveriﬁed.com

Full Service Monitoring Designated since 02/2022

Statewide Central Station

Tampa, FL

www.statewidecs.com

Wholesale Monitoring Designated since 5/2023

Statewide Central Station

Staten Island, NY

Statewidecs.com

Wholesale Monitoring Designated Since 2/2011

Superior Central Station, Inc. McAllen, TX

www.superiorcentral.com

Full Service Monitoring Designated since 06/2007

Tech Systems Inc.

Buford, GA

www.techsystemsinc.com

Wholesale Monitoring Designated since 12/2019

Telsco Security Systems Edmonton, AB www.telsco.com

Full Service Monitoring - CA Designated since 02/2016

The Church of Jesus Christ of Latter-day Saints

Salt Lake City

http://churchofjesuschrist.org

GSOC Monitoring Designated since 05/2012

The Las Colinas Association Irving, TX www.lascolinas.org

GSOC Monitoring Designated since 11/2021

The Watchlight Corporation

El Cajon, CA www.watchlight.com

Full Service Monitoring Designated since 03/2014

Titan Protection

Overland Park, KS www.tpcsecurity.com

Full Service & Wholesale Monitoring Designated since 10/2022

U.S. Monitoring, Inc. Oklahoma City, OK www.usm-ok.com

Wholesale Monitoring Designated since 08/2018

United Central Control San Antonio, TX

www.teamucc.com

Wholesale Monitoring Designated since 08/2004

Universal Atlantic Systems (UAS) Paoli, PA

www.uas.com

Full Service Monitoring Designated since 04/2004

Valley Security and Alarm Fresno, CA

www.valleysecurityandalarm.com

Full Service Monitoring Designated since 10/2017

Vancouver Fire & Security Richmond, BC www.radiussecurity.ca

Wholesale Monitoring - Canada Designated since 07/2012

Vector (East) Plymouth Meeting, PA www.vectorsecurity.com

Full Service Monitoring Designated since 08/2003

Vector (West) Warrendale, PA www.vectorsecurity.com

Full Service Monitoring Designated since 08/2003

Vigilante Security, Inc. Troy, MI

www.vigilantesecurity.com

Full Service Monitoring Designated since 05/2016

Vivint Inc. - MN Eagan, MN www.vivint.com

Full Service Monitoring Designated since 03/2014

Vivint Inc. - UT Provo, UT www.vivint.com

Full Service Monitoring Designated since 03/2014

Vyanet Operating Group, Inc. Bend, OR www.vyanet.com

Full Service Monitoring Designated since 12/2014

Wayne Alarm Systems, Inc. Lynn, MA www.waynealarm.com

Full Service Monitoring Designated since 11/2003

Wegmans Food Markets, Inc. Rochester, NY

www.wegmans.com

GSOC Monitoring Designated since 04/2008

WH International Response Center Rockford, MN www.whirc.com

Wholesale Monitoring Designated since 12/2004

TMA DISPATCH, FALL 2024 ADVERTISERS INDEX

 Alarm.com, page 2

 Altronix, page 5

 CIA, page 40

 The NEW DICE, page 8

 NAPCO, page 45

 PureTech Systems, page 12

Email communications@tma. us for information on TMA advertising. Options are available for every budget.

Sponsorships are available for our 2024 events. Contact Keely Anderson at kanderson@tma.us.

Please contact Alice Cornett Giacalone for a complimentary review of your current program and quotes.

CEO continued from page 6

Gutmann recommends that the next time we need to judge or reward a leader or identify what has actually led our team or organization to success, we look below the surface or in the quieter corners of our team and resist the temptation to be dazzled by tales of adventure and “derring-do.”

Because, at the end of the day, who would you rather have as a leader, an Amundsen or a Shackleton?

1 https://www.ted.com/talks/martin_gutmann_ are_we_celebrating_the_wrong_leaders/transcript?subtitle=en

2 2022 TMA Fall Dispatch

3 Guttman, Ibid.

4 See “The Myth of the Brilliant, Charismatic Leader,” Raffaella Sadun, Harvard Business Review, https://hbr.org/2022/11/the-myth-of-thebrilliant-charismatic-leader

Central Insurance Agency, Inc (CIA) is a specialized agency for the security and alarm industry. CIA contracts with several insurers to provide customers with competitive prices, broad coverage and wide line of products. The agency strives to provide each customer with responsive expertise. We provide insurance to companies that offer Burglar, Fire, CCTV, Access Control, Home Automation, PERS/Medical Alarms, Armed & Unarmed Guard/Patrol Response, Fire Suppression and Armored Car Services.

As an insurance professional focused on the security and alarm monitoring industry for twenty five years, Alice Cornett Giacalone is known throughout the United States as the premier specialist to this industry. Her client list includes the “who’s who” of the security, medical monitoring and low voltage contracting industry.

Coverage options include:

• General Liability/Errors & Omissions

• Employment Practices Liability

• Fiduciary Liability

• Cyber Liability

• Directors & Officers Liability

• Auto Liability & Physical Damage

• Risk Management

• Umbrella/Excess Liability

• Property/Inland Marine

• Workers’ Compensation

• Surety Bonds

• Crime

• Employee Benefits Liability

• Consultation

Central Insurance Agency, Inc. (Davenport Office)

2942 N Harrison Street, Davenport, IA 52803 Phone: 800-917-ALICE (2542) / E-Fax: 908-842-0313 / Email: aliceg@ciainsures.com

Monitoring Center Operator Level 1

Training Graduates

Graduates highlighted in blue achieved 100% on their exam.

Name Company Graduated

Suleiman Ahmed Allied Universal Technology Services

5/13/2024

Singette Alexander ADT Security Services 5/1/2024

Batula Ali Interface Systems

6/17/2024

Annie Alvarado UBC Campus Security (CA) 5/8/2024

Jennifer Amie National Monitoring Center 6/26/2024

Jennifer Andreu-Sims Alarmco

7/8/2024

Jayson Arce COPS Monitoring-TX 6/2/2024

April Bailey ADT Security Services 5/8/2024

Lori Bajornes Securitas Technology

5/5/2024

Jackson Banner Alarm Detection Systems 7/6/202

Bethany Bate-Koteles Fire Monitoring of Canada, Inc. (CA) 6/30/2024

Jennifer Beckman Dispatch Center, LTD

Kimberly Bedford Interface Systems, LLC

7/5/2024

5/12/2024

Susan Bednar Cops Monitoring % Lydia Security 5/27/2024

Savion Billups SimpliSafe Inc.

Veronica Blount SimpliSafe Inc.

5/17/2024

Makayla Bogan COPS Monitoring-TX 5/2/2024

Michael Borba Bay Alarm

Ainsley Bowen Tech Systems Inc

5/13/2024

7/17/2024

Pam Brewer ADT Security Services 5/2/2024

Tyler Brown Alert 360 5/26/2024

Timeshia Brown SimpliSafe Inc.

Aaron Bullock Clearview Securities, Inc.

Emily Burch Pro-Vigil, Inc.

5/17/2024

6/13/2024

6/5/2024

Vernell Burton Tech Systems Inc 5/2/2024

Neil Butler Alert 360 5/1/2024

Lakesha Campbell Interface Systems, LLC

6/10/2024

Sharon Cardona Nationwide Digital Monitoring Co. 5/23/2024

Joshua Case AZ Security Control 5/16/2024

Katie Chandler Securitas Technology 5/6/2024

Elizabeth Charbonneau Paladin Technologies, Inc. (CA) 5/2/2024

Arin Cleland ESC Central 7/16/2024

Mireille Clement Paladin Technologies, Inc. (CA) 7/29/2024

Quiyam Collier SimpliSafe Inc.

Christopher Colvin SimpliSafe Inc.

Regan Corby ADT Security Services

7/30/2024

5/7/2024

5/4/2024

Lashon Cosby ADT Security Services 5/14/2024

Derrick Craig National Monitoring Center 7/9/2024

Rashaad Cross COPS Monitoring 5/4/2024

Austin Curtis AZ Security Control 6/7/2024

Dax D’Amore ADT Security Services 5/2/2024

Princess Davis Nationwide Digital Monitoring Co. 5/24/2024

Sonya Davis SimpliSafe Inc. 5/7/2024

Tiara Davis Tech Systems Inc 5/8/2024

Evelyn Depaz ADT Security Services 5/9/2024

Joseph Diaz Interface Systems 7/9/2024

Matt Dietz Quick Response Monitoring 6/13/2024

Maria Dixon Nationwide Digital Monitoring Co. 5/28/2024

Susan Dorton Vigilante Security Inc 7/9/2024

Fernando Doyle Statewide Central Station 6/19/2024

Imani Eddins Metrodial Corporation 7/31/2024

Jordinn Edwards Alert 360 6/6/2024

Angela Edwards Vigilante Security Inc 7/13/2024

Julia Elder ADT Security Services 5/3/2024

Yasmine Elsabie Interface Systems 5/8/2024

Stephany Esquivel Alarm Detection Systems 5/24/2024

Trenton Flippin Allied Universal Technology Services 5/29/2024

Roger Flores Nationwide Digital Monitoring Co. 7/21/2024

Veronica Foster Interface Systems 5/29/2024

Jermaine Gaines SimpliSafe Inc. 5/17/2024

Melissa Garcia COPS Monitoring-TX 5/20/2024

Amonte Gardner National Monitoring Center 5/15/2024

James Garvin Brinks Home Security 5/31/2024

USA and international graduates completed May 1, 2024 to July 31, 2024

Name Company Graduated

John Gasch ADT Security Services 5/3/2024

Laura Gavin Vigilante Security Inc 7/9/2024

Joel Going UBC Campus Security (CA) 6/20/2024

Rita Gollihur Interface Systems, LLC 5/24/2024

Rene Gomez Alarm Detection Systems 7/4/2024

Isabelle Gonzalez Cops Monitoring % Lydia Security 5/9/2024

Rafael Gonzalez COPS Monitoring-TX 5/9/2024

Jennifer Grimes Allied Universal Technology Services 5/12/2024

Javier Guerra Kroger Central Alarm Control 6/10/2024

Mary Guidry Acadian 6/6/2024

Crystal Guzman AZ Security Control 5/1/2024

Mattie Hales Avantguard Monitoring Centers 5/7/2024

Harpreet Hans SecurTek (CA) 5/6/2024

Quajaya Hargrove Vigilante Security Inc 7/22/2024

Shelby Hartman COPS Monitoring-TX 5/16/2024

Deborah Hatmaker ADT Security Services 5/8/2024

Ashton Hellewell Avantguard Monitoring Centers 6/7/2024

Henssy Henriquez ADT Security Services 5/13/2024

Zach Hepburn Alarm Detection Systems 7/8/2024

Jon Hernandez COPS Monitoring-TX 5/1/2024

Shadarrian Hollins ADT Security Services 5/8/2024

Shante Holmes Alarmco 5/22/2024

Carolyn Hooper Vigilante Security Inc 7/22/2024

Jescynda Hotham Maximum Security Video Monitoring (CA) 7/22/2024

Jackie Howard Vigilante Security Inc 7/17/2024

Rezjuana Hunt-Scantlebury Tech Systems Inc 5/8/2024

Spencer Huntsman Avantguard Monitoring Centers 5/30/2024

Christopher Ibbotson Cops Monitoring % Lydia Security 5/15/2024

Jamie Irons Security Central 6/28/2024

Ernest Jackson Allied Universal Technology Services 5/8/2024

Kiara Jackson ESC Central 6/6/2024

Tammara Jackson Interface Systems, LLC 6/2/2024

Tanya Jackson Securitas Technology 5/26/2024

Jiwana Jackson Tech Systems Inc 6/5/2024

La’Naria James Security Central 5/12/2024

Daniel Jensen Pro-Vigil, Inc. 6/9/2024

Chimira Jesse Allied Universal Technology Services 5/11/2024

Stefan Johnson ADT Security Services 5/14/2024

Kendra Johnson National Monitoring Center 6/26/2024

Dustin Johnson Pro-Vigil, Inc. 6/6/2024

Justin Johnson SimpliSafe Inc. 5/7/2024

Theodore R Jones ADT Security Services 5/4/2024

Scott Kaiser Nationwide Digital Monitoring Co. 7/24/2024

Frank Keldsen First Alarm 6/25/2024

Amaria Kemp ADT Security Services 5/13/2024

Chad Kimble Pro-Vigil, Inc. 6/10/2024

Mya King Federal Response Center 6/3/2024

Kathryn Kinkade Alert 360 6/5/2024

Jake Kozlowski Engineered Protection Systems, Inc. 7/20/2024

Nathan Krupp Allied Universal Technology Services 5/13/2024

Franklin Kulp Securitas Technology 5/8/2024

Minn Kyaw Costco 6/12/2024

Natalie Lacombe Paladin Technologies, Inc. (CA) 7/29/2024

Demetrius Lacy National Monitoring Center 6/26/2024

Devin Lambeth Code 4 Monitoring 6/7/2024

Dominic Lanzillo Paladin Technologies, Inc. (CA) 6/27/2024

Suzanne Lapointe Paladin Technologies, Inc. (CA) 5/3/2024

Jeffery Lasher Paladin Technologies, Inc. (CA) 6/21/2024

Cynthia Leonard Brinks Home Security 5/31/2024

Westin Lewis Interface Systems 7/7/2024

Carla Lewis-Keith Tech Systems Inc 7/25/2024

Matthew Leyba Allied Universal Technology Services 7/11/2024

Name Company Graduated

Shateria Lindsey Allied Universal Technology Services 6/4/2024

Andrew Lindwall Allied Universal Technology Services 6/18/2024

Shivay Lockett ADT Security Services 5/9/2024

Angela Logan SimpliSafe Inc. 5/7/2024

Jennifer Lopez Allied Universal Technology Services 6/18/2024

Paola Lopez Operational Intelligence Center 5/10/2024

Tracy Lowry Vigilante Security Inc 7/15/2024

Matthew Majocka Guardian Protection Services Inc 6/12/2024

Tani Malone COPS Monitoring-TX 5/30/2024

Shannon Mann Brightspeed Security Systems 6/19/2024

Minyang Matthews ADT Security Services 5/1/2024

Kevin Matthews Vigilante Security Inc 7/15/2024

Braelin Mayberry COPS Monitoring-TX 5/6/2024

Vanessa Mcdaniel iWatch Communications 7/6/2024

Alayna Mcmullin Avantguard Monitoring Centers 5/7/2024

Staci Medley Interface Systems 5/5/2024

Jose Mejia Nationwide Digital Monitoring Co. 7/27/2024

Guillermo Mendoza Sony 5/15/2024

Kristi Miles Acadian 5/9/2024

Valerie Mina ADT Security Services 5/1/2024

Alexandria Mitchell Paladin Technologies, Inc. (CA) 7/5/2024

Sierra Moore Interface Systems 5/2/2024

Teresa Morales Federal Response Center 7/8/2024

Diamond Moses ESC Central 7/29/2024

William Munday Vigilante Security Inc 7/15/2024

Daniel Mwamba Blackline Safety Corp (CA) 5/4/2024

Kadar Myatt-Knox Cops Monitoring % Lydia Security 5/31/2024

Priscilla Narine Innovative Security Technologies Ltd 5/30/2024

Rigobert Neng Paladin Security Group (CA) 7/30/2024

Megan Newbold Avantguard Monitoring Centers 5/30/2024

Benny Nichols National Monitoring Center 6/26/2024

Margery Nolasco Mutual Central Alarm Services Inc 5/31/2024

Hailey Nunez Superior Central Station Inc. 7/17/2024

Jose Ocampo Pro-Vigil, Inc. 6/6/2024

Alneesa Olmo SimpliSafe Inc. 5/7/2024

Frederick Oppong SecurTek (CA) 7/10/2024

Helen Osorio Nationwide Digital Monitoring Co. 7/24/2024

Oakley Overdiek Avantguard Monitoring Centers 5/2/2024

Molly Oyler Avantguard Monitoring Centers 5/8/2024

Branson Pearce Avantguard Monitoring Centers 5/28/2024

hane Pease Wegmans Asset Protection 7/19/2024

Alexus Pellum Washington Alarm 5/2/2024

Gershom Pierrelus SMART Security Pros, LLC dba Mobile Video Guard 6/11/2024

Kenneth Plummer Interface Systems 6/20/2024

Lauren Porter BHIP Vigilante LLC 7/22/2024

Krista Przybyszewski Huronia Alarm & Fire Security, Inc. (CA) 6/4/2024

Lee Pulsipher Avantguard Monitoring Centers 5/29/2024

Claudia Quijano Paladin Security Group (CA) 7/24/2024

Hector Quinones COPS Monitoring-TX 5/25/2024

Delaney Ramirez Avantguard Monitoring Centers 5/2/2024

Blu Ray Mutual Central Alarm Services Inc 5/30/2024

Heather Reuber Vigilante Security Inc 7/14/2024

Colin Rice SimpliSafe Inc. 5/8/2024

Laela Richardson SecurTek (CA) 7/17/2024

Eric Richie SimpliSafe Inc. 7/22/2024

Tiffany Ricker ADT Security Services 5/3/2024

Deniesha Riggins ADT Security Services 5/3/2024

Michael Riley Vigilante Security Inc 6/19/2024

Zaelan Rios Nationwide Digital Monitoring Co. 6/20/2024

Richard Roberts Vigilante Security Inc 7/17/2024

Shawnacy Rodriguez ADT Security Services 5/3/2024

Jorge Rodriguez Alarm Detection Systems 5/9/2024

Mika Rogers Siemens Industry, Inc. 5/12/2024

Joseph Roland Allied Universal Technology Services 5/12/2024

Alfredo Rosales Junior Interface Systems 5/4/2024

Joel Ruhl ADT Security Services 5/1/2024

Jesus Salazardeleon Interface Systems 7/18/2024

Connor Sammond Tech Systems Inc 5/9/2024

Tiesha Samuda SMART Security Pros, LLC dba Mobile Video Guard 6/10/2024

Name Company Graduate

Tania Correa Sanchez Superior Central Station Inc. 7/18/2024

Alayna Schumann Allied Universal Technology Services 5/9/2024

Elsie Schut Avantguard Monitoring Centers 5/28/2024

Heather Schwenck Vigilante Security Inc 7/18/2024

Lauronda Scott Vigilante Security Inc 7/15/2024

Corey Scott Vigilante Security Inc 7/17/2024

Josiah Sellers ADT Security Services 5/1/2024

Rodney Settles Wawa Inc. 7/12/2024

Floyd Sharpe ADT Security Services 5/1/2024

Zach Shattuck Kroger Central Alarm Control 7/20/2024

Clara Shelton Avantguard Monitoring Centers 5/2/2024

Harley Shorman Alarm Detection Systems 7/9/2024

Craig Slowinski Guardian Alarm Company 7/9/2024

Taylor Smith Interface Systems 6/6/2024

Paige Smythe ADT Security Services 5/5/2024

Nichole Standford Alert 360 5/1/2024

Gabriel Starks COPS Monitoring-TX 5/29/2024

Anterika Starks National Monitoring Center 6/26/2024

Byron Stevens Washington Alarm 7/25/2024

Sean Stigler Operational Intelligence Center 7/18/2024

Lorrie Suber Vigilante Security Inc 7/18/2024

Bri-Ann Szelestey Alarmco 7/26/2024

Kevyn Tabares Tech Systems Inc 5/14/2024

Leena Taylor COPS Monitoring-TX 5/2/2024

James Taylor National Monitoring Center 6/26/2024

Josten Taylor Pro-Vigil, Inc. 6/6/2024

Tiffany Thomas Interface Systems 5/12/2024

Jeremiah Thomas SMART Security Pros, LLC dba Mobile Video Guard 6/11/2024

John Thompson Pro-Vigil, Inc. 6/5/2024

Toby Torres Dispatch Center, LTD 6/5/2024

An-Son Tran Costco 6/7/2024

Evynn Treseder Avantguard Monitoring Centers 5/28/2024

Brian Trowbridge Engineered Protection Systems, Inc. 7/21/2024

Andria Turner ADT Security Services 5/4/2024

Melissa Vazquez Kroger Central Alarm Control 7/20/2024

Brenda Vianna Costco 5/7/2024

Rhett Walker Alert 360 5/1/2024

Jarrett Walker COPS Monitoring-TX 5/27/2024

Samantha Walker Sonitrol Great Lakes 5/26/2024

Ladarien Warren Interface Systems 5/29/2024

Katie Washington Kroger Central Alarm Control 6/5/2024

Sierra Watson Vigilante Security Inc 7/23/2024

Porsha Williams ADT Security Services 5/1/2024

Lisa Williams Clearview Securities, Inc. 6/2/2024

Sintoria Woods National Monitoring Center 5/15/2024

Danelle Young Bay Alarm 7/15/2024

Courtney Young Operational Intelligence Center 7/28/2024

Cecelia Young Vigilante Security Inc 7/14/2024

to TMATraining.org to preview TMA’s extensive catalog of on-line training. While we’re best known for our on-line Operator Levels 1 & 2, we offer a whole lot more!

Operator Level 2 Training Graduates

Name Company Graduated

Gabriela Arellanes Alarm Detection Systems 7/5/2024

Mahalia Bernard Innovative Security Technologies Ltd 5/31/2024

Sean Booker-Allen Tech Systems Inc 7/23/2024

Seaborne Darrick Tech systems inc 7/9/2024

Rayonna Dixon SMART Security Pros, LLC

dba Mobile Video Guard 7/18/2024

Paul Dorsey SMART Security Pros, LLC

dba Mobile Video Guard 6/19/2024

Shereece Duncan Innovative Security Technologies Ltd 5/7/2024

Pharroh Gaines Per Mar Security Services 5/18/2024

Riley Hall Alarm Detection Systems 7/9/2024

Isaiah Hammond Tech Systems Inc 7/13/2024

Luong Ho Hoai Thanh Sorian Technology Corporation (VN) 7/28/2024

Dawn Hupp Alarm Detection Systems 6/30/2024

Kristi Jennings ESC Central 6/24/2024

Paola Lopez Operational Intelligence Center 6/14/2024

Matthew Majocka Guardian Protection Services Inc 6/13/2024

Take-Aways:

1. Insights into critical design elements and features that enhance GSOC functionality.

2. Lessons learned from real-world GSOC implementations, including what to avoid.

Name Company Graduated

Samantha Molinas Alarm Detection Systems 7/8/2024

Brandon Niles Acadian 5/2/2024

Stephanie Pierre Innovative Security Technologies Ltd 5/30/2024

Cassandra Priestley SecurTek (CA) 5/10/2024

Peter Ramirez Bay Alarm 5/12/2024

Christian Ramsey Per Mar Security Services 5/22/2024

Zack Reasor Tech systems inc 7/21/2024

Harrison Riggs Sonitrol Great Lakes 7/19/2024

Michael Riley Vigilante Security Inc 6/20/2024

Quanisha Smith Alarmco 6/4/2024

Sean Stigler Operational Intelligence Center 7/26/2024

Laura Thiel-Dillon Vector Security WEST 5/31/2024

Tammy Thompson Watchlight 5/1/2024

Danielle Wesemann SecurTek (CA) 5/7/2024

Tiffany Williams Per Mar Security Services 7/24/2024

Matthew Wilson City of Toronto (CA) 6/17/2024

Sponsors GOLD

3. Practical advice on prioritizing features and design choices for optimal GSOC performance.

Interested in speaking at a TMA meeting? Speaking is a great way to give back to your professional community, build leadership skills, and expand your resume. Consider sharing your knowledge and experience in 2025!

OPSTech continued from page 27 Interested in sponsoring TMA’s 2024 OPSTech? Contact TMA Director of Meetings Keely Anderson at meetings@tma.us or by calling (703) 660-4917. Our gratitude to our genorous host:

Email education@tma.us to learn more about upcoming speaking opportunities.

TMA’s ASAP-to-PSAP Reaches 147

as of 9/20/2024

ASAP saves time, improves accuracy, and increases efﬁciency between PSAPs and Monitoring Centers. Learn more on TMA’s website.

Alabama

Montgomery

Morgan County

Talladega County

Arkansas

Little Rock

Arizona

Chandler

Paradise Valley

Phoenix

Tempe

Tucson

California

City of Riverside

Colorado

City & County of Denver

El Paso County

Jefferson County

Florida

Boca Raton

Bradenton

Broward County

Buncombe County

Charlotte County

Collier County

Manatee County

Orange County

Palm Beach County

Pasco City

Riviera Beach

Sarasota County

West Palm Beach

Volusia County

Georgia

Alpharetta

Atlanta

Augusta/Richmond

Chatham County

Dekalb County

Henry County

Illinois

City of Lawrence

Glenview

Indiana

City of Glenview

Hendricks County

IndyMarion County

Kentucky

Kenton County

Owensboro-Daviess

Maryland

Baltimore City

Prince George’s County

Queen Anne County

Minnesota

Anoka County

City of Bloomington

Dakota County

Minneapolis

Ramsey County

Rice and Steele County

Missouri

Boone County

North Carolina

Cary, Apex and Morrisville

Durham

Fayetteville/ Cumberland County

Guilford County

High Point

Iredell County

Johnston County

Kernersville

New Hanover County

Raleigh – Wake County

Union County

Wilson County

New York

Broome County

Cayuga County

Gennessee County

Jefferson County

Lewis County

Monroe County

Oneida County

New York, con’t

Onondaga County

Ontario County

Oswega County

Seneca County

Suffolk County

Ohio

Cincinnati

Delaware County

Dublin

Hamilton County

Licking County

Westerville

Oregon

Deschutes County

Pennsylvania

Bucks County

Chester County

Crawford County

Cumberland County

Dauphin County

Elk County

Monroeville

Tennessee

Bradley County

Brentwood

Hamilton County

Memphis

Murfreesboro

Nashville

Williamson County

Texas

Allen

Beaumont

Bell County

Burleson

Denton County

Fort Worth

Galveston County

Grand Prairie

Harris County

Highland Park

Irving

Houston

Missouri City

Plano

Texas, con’t

Rockwall

Williamson County

Virginia

Arlington County

Chesapeake

Chesterfield County

City of Richmond

Colonial Heights

Fairfax County

Hanover County

HarrisonburgRockingham

Henrico County

James City County

Leesburg

Loudoun County

Martinsville-Henry County VA

Mecklenburg County

New River Valley

Newport News

Portsmouth

Powhatan County

Prince William County

Roanoke

Virginia Beach

York County

Wisconsin

Brown County

Dane County

Kenosha County

Washington

City of Seattle

Clark County

King County

Kitsap County

Snohomish County

Tacoma Pierce County

Thurston County

Valley Comm, Kent, WA

Washington DC

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