TMA Dispatch | Winter 2021
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TMA Dispatch | Winter 2021
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Inside Winter 2021
CONTENTS
10
Standards - A Win-Win Standards aren’t just for the nerds and geeks among us. Today’s standards serve as both guidelines and guardrails for your business. As an ANSI-accredited Standards Development Organization, or SDO, TMA takes a leadership role in the creation of monitoring industry standards and closely monitors other standards that have direct or peripheral impact on its members. It’s critical that you possess an understanding of the standards landscape and its relevance to your future success. This issue’s cover story aims to inform and engage you in TMA standards development.
DEPARTMENTS 07 TECHNOLOGY
15 BUSINESS
IN EVERY ISSUE
What does the future of monitoring center technology hold? What changes do you need to prepare for today? DICE Corporation President Avi Lupo shares his insights.
Like many others, is your business challenged to attract, hire, or retain employees? Axis Communications’ director of HR shares some of her successful strategies.
04 President’s Message
09 GUEST COLUMN
16 RESEARCH
20 Wireless Report
With the adoption of video monitoring on the rise, the potential for the addition of audio features has come in to play. Find out how audio is reducing false alarms and introducing new revenue streams.
The pandemic has homeowners changing the way they think about security and how they control many of the products used in their home. Get the latest data on these growing trends and new opportunities.
23 FirstNet Certified
13 LAW
38 IMPACT
Have you given any thought to the potential of selling your business in 2022? If so, this issue’s Law column is a must-read. Find out what you need to do to prepare your business for sale.
Read how professional monitoring saved an Ohio family when a fire broke out in their home one early morning as they unknowingly slept.
TMA Dispatch | Winter 2021
05 CEO’s Message 19 Wireline Report
24 New Members 26 Five Diamond 30 IQ Certified 32 Operator Online Graduates 37 ASAP-to-PSAP
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MESSAGE FROM TMA PRESIDENT MORGAN HERTEL, RAPID RESPONSE MONITORING
The New President’s Big Plan for TMA His agenda; what is going to change and why As with every change in leadership, many of the same questions often come up. What is your big plan? How will this make anything better? It’s a valid and normal thought process to ask and wonder what is going to change and why.
property. This requires that processes are vetted and approved by all of the stakeholders. By doing it this way, we are assured that we all have the same requirements and are all on the same playing field.
What many people don’t know is that TMA has a very thoughtful and purposebuilt decission process. In my case, I had six years to prepare for the role of president. But, what many don’t realize, in actuality, it’s essential a continuum of leadership. Each presidency feeds off the last one and in turn, is also preparing for the next one. This model allows key priorities to reach fruition in not two years, but in most cases, preparation starts four or six years before each president takes office.
We have several new standards projects taking off the ground now and a couple of them well on their way to public comment. As these start to formalize, more details will be shared.
TMA’s Immediate Past President Don Young and I started to brainstorm on initiatives and goals that we both wanted to achieve early on so that he could make sure that the stage was set for me to succeed. This long-term execution, along with the long-range planning working groups, make sure that we succeed over the long term and that there are very few flash-in-the-pan ideas. All that being said, here are some of the “legs of the stool” we are going to focus on during my term. These are not necessarily just things I want to do, but are in harmony with the longrange planning groups, the Executive Committee, and the Board of Directors. It is a full team effort, for sure. Standards: As fast as everything is changing, we need a way to make sure that we have a defined way to get from point A to point B. We are in the business of savings lives and protecting
Realignment of TMA: The age-old problem of committee overload is present in all trade associations. Ours is no different in that we have a committee for everything—even committees to make sure what committees are needed. While it sounds funny having this many stakeholders and volunteers in the process, it can take forever and a day to get anything thing done. We are fortunate enough to have a solid and talented staff. In fact, they’re some of the best in the business. We are going to take advantage of this and morph what we have into more of a working group model. As such, each will have specific tasks and goals, along with staff oversight, to make sure the working groups stay focused and on time. We want to make use of the volunteers in shorter, more defined projects vs. standing committees that have endless meetings. By doing so, projects will be completed more effectively and efficiently. This will also limit the time commitment for the volunteers. The end goal is to have shorter turnaround times, but also have more opportunities for volunteers to participate in the programs with briefer, better-defined timelines.
Training: TMA currently has two great online courses aimed at the monitoring center dispatcher. This has served us well, but have not been able to work on training for all the other positions that our member companies need or want. We plan to partner with several other training providers that will allow our members to purchase additional training programs at very competitive rates. In addition to the online training, we will continue to deliver training for all via the various meetings (both in person and virtual) that we host during the year. The goal of these training sessions is to keep our members up-to-speed on many of the new standards and technologies that are coming our way. These will be very specific educational opportunities that will be required in order for our members to be successful over the next decade and more. I am very excited about what’s in store for the next two years. Hopefully, we can start having in-person meetings and we can see each other face-to-face. I also want to make sure that if anyone wants to talk or email about anything, my proverbial door is open all of the time. So, please feel free to contact me.
The views, thoughts and opinions in this article belong solely to the author and not necessarily to his employer.
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Morgan Hertel President The Monitoring Association Winter 2021 | TMA Dispatch
MESSAGE FROM TMA CEO CELIA BESORE
• • •
My (NOT so) New Year’s Resolution In just a few weeks, we will welcome a New Year and as it is often common, many will be making New Year’s resolutions as to what they will do/be in 2022. I don’t know about you, but I have not have had a lot of luck sticking to previous year’s resolutions. With all the uncertainty still among us, it is very hard to anticipate what next year will be or what will be possible. So rather than planning on something, my resolution will be to “be where my feet are.”
•
By now, I imagine you have detected a pattern in my columns—they are usually inspired or motivated by something I read. I recently came across the review of a book by sports executive Scott O’Neil titled Be Where Your Feet Are. O’Neil presents seven principles to find success and fulfillment by “staying present, focused, committed and hardworking at home and work.”
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TMA Dispatch | Winter 2021
•
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Be where your feet are by find the right perspective; be authentic; cultivate reflective strength; and be conscious of your values and apply those to the way you live each day. Change the race by recognizing that you can change your situation; commit to throw all your energy and passion into what you believe in; engage people who care about you when things go wrong. Remember, “Isolationism is your kryptonite.” Focus on what is important to you, especially since it has become so easy to get swamped by less important things in the middle of today’s increasing demands and stressors. Fail forward, a concept that I have covered in previous columns, by looking at failure as a way of learning and propelling you forward and focusing on “be(ing) interested rather than interesting.”
Be the “purple water buffalo” by being an extraordinary teammate. Solve problems when you see them— fix them now! Assume positive intent from everyone you meet, rather than anticipating what their intentions will be. Trust the process by rejecting instant gratification and embracing a long-term view in your planning and decision making. And as with failing forward, review your mistakes and use that information to help you get smarter and make better decisions for the future.
So rather than worry about whether I will keep my New Year’s resolutions in 2022, I will resolve to be where my feet are and enjoy the ride wherever it takes me! What about you? Celia T. Besore, CAE CEO, TMA
Mark your calendar... TMA’s
2022 Virtual Mid-year Meeting April 26-28, 2022 Leadership Operations Technology Registration is open! [5]
TMA Dispatch, Winter 2021 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 comprised of companies spanning all industry sectors, including monitoring centers, systems integrators, service providers, installers, consultants, and product manufacturers. TMA is dedicated to the advancement of the professional monitoring industry through education, advocacy, standards, and public-safety relationships. Our Mission Our mission is to promote and advance professional monitoring to consumers and first responders through education, advocacy, and the creation of standards. Our Vision A safer world through professional monitoring. Copyright 2021 The Monitoring Association All rights reserved. TMA Officers President Morgan Hertel, Corona, CA Vice Presidents Steve Butkovich, Charlotte, NC Alan Gilmore IV, Cleveland, OH Steve Walker, Plymouth, MN Secretary Justin Bailey, Ogden, UT Treasurer Shannon Woodman, Seattle, WA Immediate Past President Don Young, Boca Raton, FL TMA Staff Chief Executive Officer Celia T. Besore, MBA, CAE Vice President of Meetings and Conventions John S. McDonald Vice President of Education and Training Julie N. Webber Director of Membership and Programs Illeny Maaza Director of Marketing and Communications Leigh A. McGuire Information Systems Manager, ASAP Service Manager Bryan Ginn Programs and Administrative Coordinator Tara Compher
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Winter 2021 | TMA Dispatch
TECHNOLOGY >>
The New Alarm Industry Changing technologies, risks, and opportunities By Avi Lupo, President, DICE Corporation
Disney Plus and other streaming services, Blockbuster was out of business. The company did not keep up as the market transformed with the availability of other entertainment options in our now digital world. Video Verification Speaking of the past, and in our own industry, twenty years ago OzVision came up with the unique concept of video verification. It was met at first with scorn and rejection. “No way can there be video in a central station,” said many of the industry leaders. It took a while, but today video plays an important role in monitoring.
The world is changing. The progress of technology has transformed the way businesses, including companies in the security industry, operate. It would be surprising if any security company today were not using computers, email, or Zoom for meetings. The real question is whether the industry has taken advantage of the new technologies in their business model. If not, the danger is that industry companies can end up obsolete in the blink of an eye. What History Can Teach Us The idea that companies, and even industries, can become bankrupt, obsolete, and lose ground is a reality proven by the past. There are quite a few examples of famous marketleading companies that failed to take advantage of technology changes, rejected innovation and either went out of business or became a shadow of their [7]
former selves. While some companies may also have been mismanaged along the way, not keeping up with technology and market changes was certainly a major factor that led to their failure. Eastman Kodak Company is one such name that comes to mind when looking at company failures. Here was the business model: The company’s cameras were low-priced, enabling Kodak to earn more revenue from selling the film that the cameras used. When digital cameras became popular, it reduced the need for photographic film and cameras. Kodak failed to keep up and ran into financial challenges and difficulties. Ironically, Kodak had developed a digital camera as early as the 1970s but did not see the potential. Or maybe the executive team did not want to cut into the company’s profitable film sales. Not long ago, Blockbuster was a powerhouse. With the arrival of Netflix,
The Risk for the Industry Trends in technology are important for any industry and can have an impact on a company’s future. On the positive side, technology trends can open new opportunities that provide growth and a potential lead over competition. The popular saying, “If it ain’t broke, don’t fix it” has some validity, but it is important not to just take the phrase at face value and apply it to every single decision a business faces. With technology changing rapidly, the industry can’t afford to wait until things break. What happens if a company doesn’t keep up with technology and stays ahead of the game? If other companies are moving forward and one business is standing still, they’re falling behind. A company may be able to sustain revenue for a few months, but it won’t last long. In addition, that company will become irrelevant and miss opportunities. Even if a company still has value to offer, they’re missing out Winter 2021 | TMA Dispatch
on opportunities to grow. This may not happen overnight but will eventually become the reality. So why do some companies not heed certain warning signs and continue to pursue their defined way of running their business? Many companies focus on what made them successful and don’t take notice when something new comes into the marketplace. The Opportunity There has been an evolution of the security industry moving from just a basic alarm panel and a central station providing simple alarm, opening/closing reports. Thanks to new technologies, companies and the industry as a whole, have a new way of doing business.” There are now new interactive video services that the industry can take advantage of – all in the cloud. The question is whether the industry is changing to accommodate this new reality or not. CCTV integrators who have been installing static systems need to take
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note and evolve their business model. Central stations should be adding these new services and promoting these new interactive video services to these CCTV integrators. Some already have to a limited degree. Services such as video verification, remote guarding, virtual guard tours, business management and virtual doorman – all using advanced video analytics, artificial intelligence and cloud recording of events should be added. This includes object detection and human behavior with real time notification. Currently integrators are installing a one-time video surveillance system. There is an overload of video and events that may be missed. With the new technologies, integrators can now offer video services to end users and become a “mini monitoring” service. This won´t leave out the current central stations because they can partner with these integrators and provide services (especially events such as criminal activity) at night, weekends or 24/7. As well, central stations can work with integrators who have not been using
these monitoring services to offer them these new opportunities. The Bottom Line History is a great teacher and can guide us to avoid mistakes and enjoy success. As we have seen, companies and industries that do not respond to changes brought about by innovation, either because of a fixed mindset or perhaps not reading the market right, tend to miss out on opportunities. I encourage monitoring stations and integrators to give this serious thought and consideration. A popular maxim that we like to share is “Change before you have to…” If Kodak, Blockbuster, and others should have taken new technology seriously and made it a part of their business plan, they might still be successful businesses today. This is a game changer, and the industry should seriously consider this maxim, starting today and moving forward in to the future.
Winter 2021 | TMA Dispatch
GUEST COLUMN >>
Reduce False Alarms and Drive RMR with Audio COVID-19 response; key lessons learned By Richard Brent, CEO, Louroe
For years, video has been the primary choice for security monitoring and incident validation. However, video only tells part of the story. The Power of Audio Integrating audio monitoring technology alongside traditional video surveillance systems solves end users’ problems in two ways:
False alarms are no joke. Not only do false alarms generate costly fees for business owners, they also pose a major drain on public resources. A study by the Center for Problem-Oriented Policing states that false alarms account for 94 to 98 percent of alarm calls; at an estimated annual cost of $1.8 billion. More than just resources—false alarms cost time. Typically, two patrol cars are dispatched to the scene of an alarm call, as all alarm calls are treated as high priority events. Any time officers spend responding to false alarms is time taken away from real ones. The Problem of Cause A study from the Cleveland County Sheriffs found that false alarms are most often caused by faulty equipment, human error, low batteries or an inconsistent power supply, unlocked or [9]
loose doors, improper installation, as well as pets, rodents, and insects. False alarms causes are vast and difficult to manage. The question moving forward isn’t one of how to prevent the causes of false alarms, but instead how to verify them. A Catchall Solution Verifying alarm events before calling first responders lowers the probability of false alarms drastically, preventing fines and saving resources. Verified alarms are also elevated to a higher priority level, shortening response time and increasing the probability of controlling the event. According to the IACP, a verified alarm is defined as “an electronic security system event in which a trained central station operator, utilizing a standardized protocol, has determined the presence of human(s) and the high probability that a criminal offense is in progress.”
•
Two-way verification using audio technology reduces false alarms by 95 percent, at a cost savings of thousands of dollars per community per year.
•
Microphones aid in real-time incident mitigation, as they begin documenting the situation’s audio events the moment an alarm is triggered. Therefore, crucial data is immediately available to first responders regarding what kind of alarm they’re responding to.
By adding audio security to video surveillance systems, personnel can prevent false alarms, improve alarm response, better gather evidence, and expand situational awareness across the board.
$1 .8B The estimated annual cost of false alarms. Winter 2021 | TMA Dispatch
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standard
[stan-derd]
an average or normal requirement, quality, quantity, level, grade, etc.: something considered by an authority or by general consent as a basis of comparison; an approved model.
We live in a world of standards. We’re quite literally surrounded by them in both our personal and professional lives. Just think for a minute…the restaurants that we enjoy dining in follow standards for the storage and preparation of the food we eat…the purchases we make from all sorts of merchants with different credit cards rely on standards…or, driving around your town, out of state, or across the country, we rely upon standards for operating our vehicle safely. Why? Why are standards so important and why should we care? The bottom line is safety. Standards in our lives and in our businesses serve to protect life, property, and information. Beyond safety, did you know that standards help companies grow strong and build a solid reputation? Businesses that adopt standards typically attract and retain a loyal base of customers. Adherence to standards gives customers a sense of safety and [10]
security. Would you trust your safety to a company that did not follow established standards? As a business owner or operator, one of the most significant benefits is the legal protection provided by standards. By adopting policies and practices that are designed to reduce risk to your customers, you are pro-actively protecting your business and its employees, as well. Adhering to standards within the
monitoring center is a commitment that encompasses consistent training of staff, compliance with proven SOPs, solid infrastructure, and data security so that when customers need us most, we have the knowledge, skills, and resources required to protect and secure. How important is it for you and your management team to have a thorough understanding of the Winter 2021 | TMA Dispatch
standards that either directly or in-directly impact your business? Let’s take that thought one step further. If you could provide direct input into the standard from its inception, how valuable would that be? Might it make it easier for your company to comply? Would it reduce your ramp-up time? When you have a seat at the table, you have a unique opportunity to share your perspective and to have your voice heard. It’s been proven that if TMA and its members do not take a proactive posture when it comes to monitoring center standards, there is a high likelihood that another organization will step up. Do you want a third-party developer or local/state authorities to put forth regulations governing the operation of your business? Diversity of thought and experience is vital to the development of good standards. For this reason, and in accordance with ANSI guidelines, TMA collaborates with organizations across the security industry on standards, as well as other key stakeholders such as first responders—law enforcement, emergency communications center, and fire. We need monitoring center professionals with knowledge, experience, and expertise in all aspects of operations and technology to contribute to our current and future standsrds initiatives. Consider contributing to TMA’s standards work, or designate a member of your team in the New Year. If you have an questions, please contact Bryan Ginn at bginn@tma,us or by telephone at (703) 660-4919. TMA Dispatch | Winter 2021
About TMA’s Standards Committee Chair: Glenn Schroeder Meets: Monthly, 3rd Thursday at 3:00PM ET TMA’s Standards Committee promotes and produces standards to help guide alarm companies in operating their monitoring centers within ANSI guidelines. Requests for new standards or for revisions of existing standards may come from member organizations, individuals or non-members. The committee reviews requests and acts upon them based upon time availability of committee members, and in adherence to formal and published procedures.
Current TMA Standards • APCO/TMA ANS 2.101.3-2021 Alarm Monitoring Company to • •
Emergency CommunicationsCenter (ECC) Computer – Aided Dispatch (CAD) Automated Secure Alarm Protocol (ASAP) ANSI/CSAA CS-CO-01-2008: Carbon Monoxide Response Standard ANSI/TMA CS-V-01-2020: Alarm Confirmation, Verification and Notification Procedures Standard
About ANSI The American National Standards Institute (ANSI) was founded in May 14, 1918. A private non-profit organization, the Institute oversees the development of voluntar y consensus standards for products, services, processes, systems, and personnel in the United States. Encompassing nearly ever y industr y, ANSI represents the diverse interests of more than 270,000 companies and organizations, and 30 million professionals worldwide.
TMA Standards Februar y 2, 2022 11:00AM ET Register on www.tma.us.
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GUEST COLUMN >>
Elevate Customer Service with Intelligent Automation Features Security companies need to raise their game to compete By Victoria Ferro, President, Micro Key Solutions
options for subscribers while promoting nimble operations. Some benefits to your monitoring operation with intelligent automation include increased productivity, enhanced customer experience, reduced IT cost, reduced amount of errors, streamlined communication, and maintained consistency in your company’s tone and approach. Customers are willing to pay more for a better experience.
Your monitoring software solution is mission-critical to your business. Evolve your monitoring station from the functional side of “just” processing signals to having a much stronger, customizable connection with your subscriber’s lifestyles by incorporating automated technologies. Technology and automation are developing at a rapid pace and some new and relevant intelligent automation tools for monitoring stations include, Dealer Portals, Interactive Voice Response (IVR), SMS Texting, and BOT Technologies. Studies show self-service creates happier customers. You know the old – this call could have been a text. Customers today are accustomed to receiving information in real-time, via notification without any human interaction. Not only are they [12]
accustomed to it, but they also expect it. On the flip side, when it comes to operational costs, technology creates an effective way to improve customer service. Intelligent automation does the heavy lifting of these tasks without an operational drain on resources. Intelligent automation of customer service will enhance or degrade customer loyalty to your brand and business. Connect operational processes with customer experiences through intelligent automation methods. For example, send SMS Text or IVR messages to subscribers or dealers to communicate information regarding alarm events. Leverage technology to improve customer service by speeding up communications, increasing convenience for customers, and providing self-service
While all of this sounds like a no-brainer, you must be smart about your intelligent automation plans. You can have the best automation on the planet, but if you are stuck without an intuitive system, the result will be a poor customer experience. Look for platforms that offer complete integrations with your other business systems and the ability to provide realtime data across your business systems. The level of automated technology deployed will depend on the specific needs of the organization. Create a strategy that balances people, processes, and technology while focusing on the specific company, customer, and industry regulatory needs. Plan and deploy a strong, standardized automation strategy. Evaluate customer experiences. Check-in with customer expectations. Review operational, customer, and industry needs on a scheduled basis. Revaluate or add features as technology evolves. Stay connected to upgrade and enhancements to your monitoring software solution and evaluate if and how they can be continued on page 17
Winter 2021 | TMA Dispatch
LAW >>
Five Steps to Prepare Your Security Company for Sale Learn how it differs from its California counterparts By Frank A. Ciatto, Esq., Venable, LLP
beyond a promise of continuing employment if such agreements were not put in place when your employees joined the company. Fourth, and perhaps most importantly, company owners should consider retaining a financial advisor or a valuation expert to ascertain the market value of the company. It is important to hire a valuation expert who has experience in the security alarm industry because it is her/his job to measure accurately fair market value based on specific security alarm company revenue drivers. In the security alarm industry, RMR (recurring monthly revenue) is the primary factor considered when determining a security alarm company’s fair market value. Generally fair market value multipliers are keyed off RMR. When contemplating the sale of your security alarm company, here are five essential steps to prepare for a successful sale. First, it is critical that your company presents as a professional operation. This process includes creating (a) an organizational chart which defines each employee’s role and responsibilities, (b) complete and accurate accounting and financial records, and (c) effective communications internally and externally. Having a professional operation in place will allow your company not only to be efficient and focused generally, it will also allow you to interact most effectively with potential suitors. Enhanced professionalism will also foster a sense of your company as a strong, marketable enterprise with minimal turnover. [13]
Second, company owners and decisionmakers must ensure that your company’s contractual arrangements are in writing and optimally extend for a period of at least one year. When acquirers are conducting due diligence of your company, they will want to evaluate the “stickiness” of your customer relationships and strong third-party contracts are an excellent indicator of the long-term viability of such relationships. Third, your company should take reasonable measures to ensure that your employees are subject to reasonably tailored restrictive covenant agreements to protect your company’s customer relationships, intellectual property and trade secrets. Depending upon the jurisdiction of your company, you may need to provide additional consideration
A valuation expert will work with you to effectively present your company’s RMR through analysis of historic data and projections in order to maximize your company’s value. Some factors that valuation experts review to optimize RMR include geographic location of customer accounts, the company’s attrition and account aging, customer payment history, and contract renewal dynamics. Fifth, company owners should consult with and hire experienced corporate and deal counsel to advise on potential continued on page 17 Cultivated over 120 years, Venable’s capabilities span virtually e ver y industr y and all areas of re gulator y and government affairs, corporate and business law, intellectual property, and complex litigation. Learn more about the practice at www.venable.com.
Winter 2021 | TMA Dispatch
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Winter 2021 | TMA Dispatch
BUSINESS >>
The Turnover Tsunami
HR strategies to survive the trending storm
By Elaine Palome, MS, SHRM-SCP, Director of Human Resources, Americas, Axis Communications
easily by clicking on the link above, but what I can share with you is that the managers who are attracting and retaining the best workers have struck a good balance between managing with the head and the heart. They actually care about each and every team member, and they find ways to show it by paying attention and meeting each person’s individual needs.
I admit it. There is nothing I like better than sitting at my desk reviewing data about our workforce and determining strategies to connect our employees to the business while maximizing their development. I’m trained as a scientist and I’m a numbers junkie. That being said, I learned the value of frequent “Walk and Talks” (or, most recently, “Teams and Talks”) from a mentor who challenged me to get out from behind my desk and interact with the leaders I support. As a result, I’ve made it a habit to spend at least a few hours a week talking with individual managers about the market, our business, and most importantly, their teams. I’ll bet you can guess what’s top of mind these days: Attracting employees and keeping them. We are in midst of struggling to fill positions in a candidatedriven marketplace while simultaneously trying to avoid the Turnover Tsunami. And I’m pretty sure you are too. Do you know those circus performers who have a TMA Dispatch | Winter 2021
knack for keeping several plates spinning on sticks without letting others crash to the floor? Yep, that’s the challenge we have today.While I wish I could offer a magic bullet to assist my managers in the never-ending, but mission-critical tasks of recruiting and retention, it really comes down to one question that I always ask: Are your team members really engaged? If you’ve spent any time with me, you know I’m a fan of the Gallup Q12. Gallup has conducted years of research with over 2.7 million workers worldwide to identify 12 elements of employee engagement that predict employee satisfaction and high team performance. When employees respond affirmatively to these statements, they are engaged and more likely to stay. For example, one of my favorites is “At work, I have the opportunity to do what I do best every day”. I won’t list all 12 statements here since you can find them
I know it’s probably exhausting some of you just to read that last sentence. I get it. I have a team of 12 and a good portion of my time is spent learning about what motivates them, how they want to develop, and finding ways to remove obstacles and identify opportunities that help them to continually learn and grow. But I’ll tell you this, the average tenure on my team is increasing year over year and it’s a lot less painful to spend time capturing their hearts and minds than it is to replace an “A” player. The same practice holds true for recruiting. “Retention” actually starts the day you post the job and continues throughout the interview and onboarding process. Think about your recruiting process and ask yourself the following questions: 1. Are your job ads short, but compelling? Do they stand out from any other similar posting in the marketplace? Do they do more “selling” than “telling”? Why should anyone want this job in this company, with your team? 2. Is your application process easy and can it be accomplished on any device? We have a pretty user-friendly recruiting platform, yet 50% of our applicants drop off during the application process. continued on page 18
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RESEARCH >>
Smart Home Installation Trends Uncover new, expanding business opportunities By Elizabeth Parks, President, Parks Associates
over one-third reporting professional installation—a near flip of the situation just two years prior. Overall, the COVID-19 pandemic has made the peace of mind value proposition even more compelling. Combined with the economic downturn and social unrest and increased time spent at home, there has been a rise in general stress, anxiety, and uncertainty among Americans, which raises interest in securing one’s home. Even as COVID-19 restrictions decline, it is likely many changes will persist. Messaging during this time is vital; companies can emphasize convenience, comfort, and peace of mind.
COVID-19 has redefined the security and smart home devices market, with both positive and negative factors emerging in this new environment. Parks Associates research finds 36% of US broadband households own a home security system. There is a great business opportunity for providers to capture the 64% of US broadband households that do not own a home security system. Among US broadband households that intend to make security-related changes or purchases, 53% are actively shopping for a change in their professionally monitored security system or service. The installation method for home security systems has trended towards self-installation for several years, and COVID-19 has only helped hasten the transition as households seek to avoid the risk of infection. Some householders avoided installation and [16]
even repair technicians entering their homes as much as possible due to fear of COVID-19. Nearly 30% of consumers were hesitant to have an installer in their home. While this cramps growth for traditional security systems, it increases consumers’ willingness to acquire self-install security systems. Additionally, almost half of security owners planning to self-install add-on devices to their system report their desire is strongly influenced by COVID-19. The trend of self-Installation does not seem like it will slow down anytime soon. Self-installed systems have been slowly growing for several years, specifically for newly acquired security systems. As of Q4 2020, 59% of professionally monitored system owners who acquired a security system in the last 12 months chose self-installation, compared to
Self-installation is also a preference for smart home products, though this varies by product category. Smart home products that require complex wiring or are commonly sold through a service channel, such as garage door openers and smart thermostats, are more likely to be professionally installed. While consumers tend to self-install products, such as smart TVs, plugs, and light bulbs. There was a slight rise in professional installation for most smart security and safety device categories. The largest being smart sprinkler systems, jumping to 34% in Q4 2020. Many of the devices that experienced an increase in proinstall are accessible from outside the home, which may be attributed to consumers not being comfortable having strangers enter their homes due to COVID-19. Professional installation may rise in more device types as we return to normal if this is the case.
Winter 2021 | TMA Dispatch
Professional installation for smart energy device categories remains relatively constant year-over-year. Although there were no significant increases, it may be notable that there were no decreases, despite COVID-19 concerns. The slight increase may be related to consumer frustrations with self-installation in the past. Another trend that arose due to COVID-19 is the heightened demand for remote technical support instead of a professional technician. To remain competitive during COVID-19 and moving forward, more dealers will need to develop tools to help remote technical support. Likely, remote technical support will not recede greatly postpandemic. Instead, consumer interest in remote technical support will likely continue to grow due to the added convenience. As consumers move towards online/digital services, security dealers must continue to develop more tools to help support customers remotely, such as YouTube video tutorials and do-itwith-me installation help via video, phone, or chat. Market segments begin to blur as proInstall providers offer DIY solutions and DIY brands offer Professional installation. pro-Install providers, like ADT, Brinks, and Comcast, have all added DIY options. At the same time, companies that started in the DIY space now offer professional installation. Although these companies’ systems are designed to be easy to self-install, there will always be a customer base that prefers professional installation. This may be because either they don’t have the confidence or time to self-install. Providers expanding their solutions to address both pro-and self-installation provides consumers with the ultimate choice, expanding the reach of companies to new consumer segments. But it also increases competition in the industry, driving down pricing and making product differentiation more and more difficult.
TMA Dispatch | Winter 2021
Despite the rise in DIY, companies continue to invest in professional products and installation. Moving forward, it is likely more companies will continue to blur the lines to offer both professional and selfinstallation. While there is considerable growth in DIY, there will always be a customer base that prefers professional installation. Companies will need to learn how to balance both preferences to remain competitive.
Join a committee!
For more information on this research, please join us next week during Parks Associates’ CONNECTIONS™: The Premier Connected Home Conference which continued Tuesday, November 9 and Wednesday, November 10, with the virtual sessions “Smart Home: Bridging Platforms and Changing the Experience,” “Privacy and Security,” “Europe and the Smart Home,” and “Insurance and Smart Home.”
Guest Column, continued from page 12
Lastly, lean on your monitoring software provider to provide an intuitive solution for your operational staff and your customers. Imagine a workday where you could off-load all the “nuisance but necessary” calls and emails you have with customers and focus on those highlevel, high-need issues that will still require your undivided attention. Law, continued from page 13
options, including pre-acquisition structuring and gift planning. Hiring an experienced corporate counsel can help your company determine the right time to sell, how to engage potential buyers, and how to structure, navigate and finalize a sale of your company.
RENEW 2022
In conclusion, these five steps will better prepare your security alarm company for a potential sale. If all steps are carefully followed, your security company will be fully prepared to engage in and execute a potential sale. [17]
Hiring, continued from page 15
Turnover, continued from page 15
3. Are you contacting qualified candidates the very day they apply? Is your interview team small and nimble so that you can keep the candidate moving along in the process? I can’t tell you how many candidates are on and off the market in a flash. 4. Is your candidate experience rate a 10 out of 10? Is it organized with an agenda listing the names and titles of the interviewers? Are there clear instructions about your COVID policies? Are you providing ways for the candidate to learn about your company’s culture and what makes it a great place to work? Are you giving a tour? Think about the interview process as a first date that you want to develop into a relationship. Strive to have everyone you interview want to work on your team; then it’s just up to you who to choose. 5. Once they’ve accepted the offer, are you in touch with them in the weeks before they start? Can you invite them for lunch or a virtual coffee? During this time, they are still susceptible to callbacks from other companies or recruiters. [18]
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6. On the first day, do they have everything they need to get started? Are you walking around and introducing them to others? Are you or a delegate having lunch with them? Do you have a 30-day plan to review with them, so they understand expectations? As the make-up of workforce changes, we managers need to adapt to the needs of these new generations or workers. A steady job, good benefits, and a decent paycheck are no longer the main drivers of employee retention. Millennials and Gen Z workers make up almost 50% of today’s workforce, but I’m guessing that most managers don’t have a clue what’s important to them. These employees, who range in age from late 20’s to late 30’s, seek organizations where they understand how their talents contribute to the company’s success, where there are opportunities to learn and grow so they don’t have to leave, where their opinions are heard, and where they receive frequent feedback. They want to work for
Millennials and Gen Z workers make up almost 50% of today’s workforce... ethical leaders and for companies that are socially responsible and embrace diversity and inclusion. And that means feeling connected to a larger purpose. Fortunately for us, many of these items are well within our control as leaders. I’ll leave you with one of my favorite video clips from Bob Kelleher, founder of the Employee Engagement Group called “Who’s Sinking My Boat?” Check out what he has to say employee engagement. Winter 2021 | TMA Dispatch
REGULATORY UPDATE >>
The Wireline Report
Reassigned Numbers Database now available for use By Mary J. Sisak, Partner, Blooston Law (mjs@bloostonlaw.com)
for a tier based on the aggregate number of queries needed for all of their clients and potentially pay a lower charge per query than an individual client would use. ov2021 Jkt 256001 PO The Administrator may adjust the usage charges, including the number of tiers, the number of queries in the tiers, and the charge for each tier, on a monthly basis with approval of the FCC. The Administrator will post notice of changes to the interim usage charges on the RND website two weeks before they go into effect. Registered subscribers will receive notice of changes to the interim usage charges before their subscription ends as part of the RND renewal notification process.
Reassigned Numbers Database Now Available for Use Effective November 1, 2021, the FCC established the initial interim usage charges for subscriptions to the Reassigned Numbers Database (Database or RND). The Database was available for full use on November 1, 2021. The Database was established to prevent callers, including alarm companies, from placing unwanted calls to consumers who have been assigned phone numbers that previously were assigned to parties who consented to receive calls. By accessing the Database, callers and caller agents will be able to
use it to determine whether a telephone number has been reassigned from the consumer they intend to reach and, as a result, avoid calling consumers with reassigned numbers. Callers who use the Database will qualify for a safe harbor from liability under the Telephone Consumer Protection Act for calls placed to consumers who did not consent. The Reassigned Numbers Database is available at www.reassigned.us. The subscription tiers and rates are shown in the chart below. Callers and caller agents can be subscribers of the Database and charges are the same for each. Thus, caller agents may register
Discontinuance of TDM Services, Such as 800 Services Previously, we reported that the FCC has streamlined the process for telecommunications carriers to discontinue the provision of TDM-based wireline services, including services such as 800 service. Carriers that seek such discontinuance are required to notify their customers of the proposed discontinuance. The FCC will normally grant requests to discontinue TDMbased services on an expedited basis when the carrier alleges an alternative service is available to consumers. continued on page 23
Table sho wing examples of RND interim usage charges. TMA Dispatch | Winter 2021
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REGULATORY UPDATE >>
The Wireless Report
AICC files petition for emergency relief regarding AT&T 3G sunset By John A. Prendergast, Managing Partner, Blooston Law (jap@bloostonlaw.com)
On October 28, AT&T submitted another round of arguments against the requested extension, which AICC is in the process of addressing. AICC continues to welcome any input describing the risks faced by alarm companies and their customers if the 3G sunset is not extended.
John Prendergast
Update on AICC Petition for Emergency Relief regarding AT&T 3G Sunset On May 10, AICC filed a Petition for Emergency Relief, asking the FCC to require a ten-month extension of the February 2022 3G service termination of AT&T Mobility LLC and its affiliates. The requested relief is necessary because the COVID-19 pandemic has caused significant delays in being able to replace 3G alarm signaling radios in customer premises for more than a year. AT&T filed an opposition to AICC’s Petition on August 30 to which AICC has responded. A variety of other entities using AT&T’s 3G cellular service have filed comments with the FCC, reinforcing the need for an extension of AT&T’s planned 3G shutdown on February 22, 2022. Industries engaged in safety-related activities indicate that they face dire consequences unless there is an extension of the 3G service. This harm would be brought about not only due to COVID-19 access delays, but also due to the related worldwide microchip shortage. [20]
The record in the FCC proceeding about this issue shows millions of safety related devices depend on the 3G network, besides alarm systems: Detainee “ankle bracelet” monitors to track violent offenders; vehicle collision avoidance systems; vehicle roadside assistance systems; elevator emergency phones; and emergency radios for “lone worker” situations in the agriculture, oil and gas industries. The National Association for Pupil Transport and Zonar Systems have filed comments support AICC’s request for an extension of the 3G sunset, because school buses transporting 25 million students use 3G radios to track the buses, protect against unauthorized persons boarding them, and even enabling contact tracing if a student has Covid. In assessing the public interest balance of this matter, the FCC must consider the risk of true safety implications for millions of displaced users, due in large part to a pandemic and related microchip shortage that no one could have reasonably foreseen.
Aviation Groups Ask for Further Delay of 5G Rollouts Amid Interference to Aircraft Concerns Politico and others are reporting that a coalition of aviation interests is asking the White House to weigh in on aviation industry concerns over the potential for interference to aircraft from new 5G services, and are asking that the current 30-day pause on the 5G rollouts be extended further as necessary. The group warns of dire consequences if the interference issue is not addressed. The issue arises because 5G systems can operate in the C-Band spectrum (3.7 to 3.98 GHz) recently won at auction by many wireless carriers; and aircraft electronics operate in another portion of the C-band, 4.2 and 4.4 GHz, which may suffer potential adjacent channel interference. AT&T and Verizon agreed to the temporary hold on certain aspects of their 5G implementation when the interference concerns appeared. In a November 5 letter to the Biden Administration’s deputy director of the National Economic Council, representatives from the airlines, manufacturers, and other components of the aviation industry requested that the Administration form a working group to address the potential for 5G interference to aircraft, and to delay further 5G implementation “until the safety and efficiency of the [aviation industry] is ensured”. Delays in the rollout of Winter 2021 | TMA Dispatch
5G services may further mitigate any perceived issues associated with an extension of the 3G sunset. President Biden Nominates Rosenworcel to FCC Chair, Sohn to Vacancy On October 26, President Biden announced the nomination of current Acting Chairwoman Jessica Rosenworcel to formally lead the FCC as official Chairwoman, and of Gigi Sohn, former FCC official and well-known name in the industry, to occupy the vacant fifth Commissioner seat. According to the White House press release announcing the nominations: Jessica Rosenworcel presently serves as Chair of the Federal Communications Commission, where she previously served as a Commissioner since 2012. During her time at the agency, she has worked to promote greater opportunity, accessibility, and affordability in our communications services in order to ensure that all Americans get a fair shot at 21st century success. From fighting to protect an open internet, to ensuring broadband access for students caught in the Homework Gap through the FCC’s Emergency Connectivity Fund, to making sure that households struggling to afford internet service stay connected through the Emergency Broadband Benefit program, she has been a champion for connectivity for all. She is a leader in spectrum policy, developing new ways to support wireless services from Wi-Fi to video and the Internet of Things. She has fought hard to combat illegal robocalls and to enhance consumer protections in our telecommunications policies. Gigi B. Sohn is a Distinguished Fellow at the Georgetown Law Institute for Technology Law & Policy and a Benton Senior Fellow and Public Advocate. Gigi is one of the nation’s leading public advocates for open, affordable, and democratic communications networks. For over thirty years, Gigi has worked to defend and preserve the fundamental competition and innovation policies TMA Dispatch | Winter 2021
that have made broadband Internet access more ubiquitous, competitive, affordable, open, and protective of user privacy. If she is confirmed, Gigi would be the first openly LGBTIQ+ Commissioner in the history of the FCC.
drones, which is currently prohibited by Federal law. Unfortunately, the FAA’s drone defense trials are expected to last for another 18 months, meaning that Federal regulations allowing such efforts are likely not imminent.
“I am deeply humbled to be designated as Chair of the Federal Communications Commission by President Biden,” said Rosenworcel. “It is an honor to work with my colleagues on the Commission and the agency’s talented staff to ensure that no matter who you are or where you live, everyone has the connections they need to live, work, and learn in the digital age,” said Rosenworcel.
Drone attacks pose a growing threat at home and abroad. Attacks have already been launched against American troops overseas. Michael Chertoff, former secretary of the Department of Homeland Security, warned in a recent interview that the country should “buckle up; you’re going to see” UAS attacks on U.S. soil.
“I also want to congratulate Gigi Sohn on her nomination to serve as a Commissioner at the agency and Alan Davidson on his nomination to serve as Assistant Secretary for Communications and Information at the National Telecommunications and Information Administration.” Politico reports that these decisions came relatively late in the President’s term: “Of his predecessors, only Jimmy Carter and Richard Nixon waited as late as September of their first year to tap their FCC chair. And unless the Senate confirms Rosenworcel and Sohn by the end of December, Republicans are poised to gain a 2-1 majority on the commission come January.” Fierce Wireless reported back in July that Sohn was, at one point, a frontrunner for the Chairwomanship, but apparently lost out due to reported “Senatorial opposition.” FAA Tests Drone Detection and Defense System On November 4, the FAA invited journalists and others to view six distinct drone detection tests at three locations, designed to protect America’s airports, passengers, and crews from wayward or malicious drones, known as unmanned aerial systems (UAS). The security industry is interested in gaining the ability to detect and defend against
Starting in March 2021, the FAA designated five airports will take part in field trials of “at least 10 different technologies or systems” designed to detect and mitigate drones. The FBI used undisclosed technology to locate and arrest a Florida man in February for flying near the Super Bowl in Tampa. Off-the-shelf consumer drones have been used by terrorists overseas to drop grenades. Drones have also been caught smuggling contraband into prisons. New regulations will require most UAS weighing 250 grams or more to broadcast remote identification information in the coming years, allowing law enforcement to more efficiently monitor legal drone activity and single out malicious drones. The alarm industry will want to advocate for regulations that support the ability of security companies to detect and defend against drones; but for now, this will be an uphill battle: “The FAA does not support the use of counter-UAS systems by any entities other than federal departments with explicit statutory authority to use this technology, including requirements for extensive coordination with the FAA to ensure safety risks are mitigated,” the agency noted in a recent press release. On October 19, at a national security event, FCC Commissioner Brendan Carr called for commencing the process of adding DJI, a Shenzhen-based drone company that accounts for more than [21]
50 percent of the U.S. drone market, to the FCC’s Covered List. Adding DJI to the Covered List would prohibit federal USF dollars from being used to purchase its equipment. The Press Release notes that the FCC has a proceeding under way examining whether to continue approving equipment from entities on the Covered List for use in the U.S., regardless of whether federal dollars are involved. Huawei and four others
are already on the Covered List based on a determination that they pose an unacceptable security risk. “DJI drones and the surveillance technology on board these systems are collecting vast amounts of sensitive data—everything from high-resolution images of critical infrastructure to facial recognition technology and remote sensors that can measure an individual’s
body temperature and heart rate,” Commissioner Carr stated. “Security researchers have also found that DJI’s software applications collect large quantities of personal information from the operator’s smartphone that could be exploited by Beijing. Indeed, one former Pentagon official stated that ‘we know that a lot of the information is sent back to China from’ DJI drones.”
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.
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Winter 2021 | TMA Dispatch
CERTIFIED>>
FirstNet Certified Companies n ADT, LLC, Boca Raton, FL n Advance Alarms Inc., Broken Arrow, OK n AFA Protective Systems, Inc., Syosset, NY n Affiliated Monitoring, Union, NJ n Allstate Security Industries, Inc., Amarillo, TX n American Alarm and Communications, Arlington, MA n Arco Security Central Station Corp., Miami, FL n AvantGuard Monitoring Centers, LLC, Ogden, UT n Bay Alarm Systems, Pacheco, CA n Central Alarm Control, Miami, FL n Central Monitoring & Dispatch, Pittsburgh, PA n Convergint Technologies, LLC, Renton, WA n COPS Monitoring, Williamstown, NJ n CPI Security Systems, Charlotte, NC n DGA Security Systems, Inc., New York, NY n Dispatch Center Ltd., San Antonio, TX n DMP, Springfield, MO n Electronix Systems Central Station Alarms, Inc., Huntington Station, NY n Emergency 24, Des Plaines, IL n Federal Response Center, Inc., Springfield, MO n First Alarm, Aptos, CA n Force Security Solutions, LLC, Manassas, VA n Global Monitoring Solutions, Denham Springs, LA n Grand Central Station, Inc., Livermore, CA n Habitec Security, Inc., Holland, OH n Holmes Security Systems, Fayetteville, NC n Interface Security Systems, Earth City, MO n Intruder Alert Systems of San Antonio, San Antonio, TX n Johnson Controls Security Solutions, LLC, Boca Raton, FL
TMA Dispatch | Winter 2021
n Kings III of America, Coppell, TX n Matson Alarm Co., Inc., Fresno, CA n Metrodial Corporation, Inc., Hicksville, NY n Midwest Alarm Company, Inc., Sioux Falls, SD n NAPCO Security Systems, Inc., Amityville, NY n National Monitoring Center (NMC), Lake Forest, CA n New Jersey Fire & Technology, LLC, Freehold, NJ n Per Mar Security Services, Davenport, IA n Rapid Response Monitoring, Syracuse, NY n Safe Tech USA, Ltd., Melville, NY n SCN Security Communication Network, Inc., Corona, CA n Security Equipment, Inc., Omaha, NE n Securityhunter, Inc., Baltimore, MD n Sentinel Alarm Company, Stowe, VT n Southwest Dispatch Center, Richardson, TX n Stanley Convergent Security Solutions, Plymouth, MN n Statewide Monitoring Corp., Staten Island, NY n Telular, Atlanta, GA n Triple S Alarm Co., Little Rock, AR n Vanguard Alarm Technologies, LLC, Stockton, CA n Vector Security, Inc., Warrendale, PA n Vyanet Operating Group, Inc., Bend, OR n Washington Alarm, Inc., Seattle, WA n Wayne Alarm Systems, Inc., Lynn, MA
Wireline Report continued from page 19 Carriers are generally moving away from TDM services and this trend is expected to continue. Accordingly, alarm companies should determine whether they are purchasing TDM-based services and, if they are, put procedures in place to make sure they are aware of any notice received from their carrier regarding discontinuance of service.
One community together...
RENEW 2022 [23]
Join us in welcoming our newest members to TMA’s vibrant community! To view a complete list of new members, go to https://tma.us/membership/newmembers/.
ASSOCIATE MEMBERS SecureNet Technologies Lake Mary, FL +1 (407) 965-1655 www.securenettech.com Contact: Bill Rose bill.rose@securenettech.com SecureNet Technologies is a Global, Software as a Service (SaaS) platform provider for the connected property market. We develop and deploy software-based services through our 3rd party integration into an extensive list of IoT devices, delivering turnkey solutions for smart security, video and complete automation control. Our vision is to constantly evolve and innovate to enable our Dealers/ Partners to capitalize on emerging growth drivers in the fast-evolving connected property market.
LISTED MONITORING Clear Partners LLC Lancaster, PA & Tuscon, AZ +1 (844) CLEAR-55 www.clear-partners.com Security Services has been in business since 1998 and adding our sister station Clear Partners for redundancy is important as we look to future growth features and benefits for our loyal dealers. Our Arizona location is FM listed and handles most of our Fire and Burglar alarm traffic. Our Pennsylvania location leverages [24]
decades of experience from our management team and experienced Bold operators, it handles most of our Personal Emergency Response (PERSs) traffic, and has a new UL certification pending. We pride ourselves with industry leading response times, while focusing on dazzling subscribers with an amazing customer experience on every interaction. Burglar & Fire Alarm response is our core service. We are industry experts in traditional PERS and Mobile PERS systems. Our technologies are important, but operator training is our key to success when interacting with elderly subscribers. Video monitoring has increasingly become a requirement for so many businesses and homeowners. We offer custom video services with advanced features that you can build behind.
NON-LISTED NON-TRADITIONAL MONITORING Titan Monitoring Overland Park, KS +1 (913) 441-0911 www.tpcsecurity.com At Titan Monitoring, we pride ourselves in utilizing the best personnel, expertise and technology to serve our clients. In addition to having over 300 employees who provide on-site
guard services, Titan’s 24/7 video command center constantly monitors clients’ camera systems and responds to any suspicious activity. Our associates specialize in remote video monitoring and can immediately dispatch officers if necessary. Based in Overland Park, Titan has served the Kansas City area since 2008, and began serving the Omaha area with a new office in 2011. Titan is owned and operated by Ryan Smith, a former police officer with more than 20 years of law enforcement and security experience. Ryan is a certified defensive tactics instructor and a SWAT Team veteran. His background includes community policing, crime prevention and detection, firearms training, and professional interview and interrogation techniques. Many security companies offer only monitoring, while others provide guard services. Titan specializes in both areas, providing clients with the best overall security solution. We not only watch for criminal activity, we respond to it. This approach can save your company valuable time and money. Because 97% of alarms are false, the police response time is often slow and can lead to false-alarm fines. When Titan notices suspicious activity on your property, we dispatch one of our officers to verify the event. If necessary, we then contact police, who respond very quickly to verified events. TMA DISPATCH, WINTER 2021 ADVERTISERS INDEX n Altronix, page 36 n Alula, page 32 n CIA, page 22 n DICE Corporation, pages 8 & 31 n DMP, page 2 n Micro Key, page 14 n NAPCO, page 39 Winter 2021 | TMA Dispatch
PROPRIETARY MONITORING NextEra Energy, Inc. Juno Beach, FL 33408 +1 (561) 694-5005 www.nexteraenergy.com NextEra Energy, Inc. (NYSE: NEE) is a leading clean energy company headquartered in Juno Beach, Florida. NextEra Energy owns Florida Power & Light Company, which is the largest rateregulated electric utility in the United States as measured by retail electricity produced and sold, and serves more than 5.6 million customer accounts, supporting more than 11 million residents across Florida with clean, reliable and affordable electricity. NextEra Energy also owns a competitive clean energy business, NextEra Energy Resources, LLC , which, together with its affiliated entities, is the world’s largest generator of renewable energy from the wind and sun and a world leader in battery storage. Through its subsidiaries, NextEra Energy generates clean, emissions-free electricity from seven commercial nuclear power units in Florida, New Hampshire and Wisconsin. A Fortune 200 company and included in the S&P 100 index, NextEra Energy has been recognized often by third parties for its efforts in sustainability, corporate responsibility, ethics and compliance, and diversity. NextEra Energy is ranked No. 1 in the electric and gas utilities industry on Fortune’s 2021 list of “World’s Most Admired Companies” and received the S&P Global Platts 2020 Energy Transition Award for leadership in environmental, social and governance.
TMA Dispatch | Winter 2021
Ask a friend or colleague to join TMA in 2022!
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PROGRAMS>>
Congratulate TMA’s 2021-22 Five Diamond Designees! This designation marks a commitment to the highest industry standards. Find out more about this distinguished program online at https://tma.us/programs/fivediamond/ or email us questions at fivediamond@tma.us. Acadian Monitoring Services, LLC Baton Rouge, LA www.acadianmonitoringservices.com Wholesale Monitoring Designated since 05/2009
Affiliated Monitoring Union, NJ www.affiliated.com Wholesale Monitoring Designated since 09/2005
Acadian Monitoring Services, LLC Elk Grove Village, IL www.acadianmonitoringservices.com Wholesale Monitoring Designated since 12/2010
Alarm Central, LLC Independence, MO www.alarmcentral.net Wholesale Monitoring Designated since 03/2006
Acadian Monitoring Services, LLC Lafayette, LA www.acadianmonitoringservices.com Wholesale Monitoring Designated since 01/2005
Alarm Detection Systems, Inc. Aurora, IL www.adsalarm.com Full Service Monitoring Designated since 08/ 2003
ADS Security, L.P. Nashville, TN www.adssecurity.com Full Service Monitoring Designated since 09/2003
Alarm Systems Belleville, ON www.alarmsys.com Full Service Monitoring - Canada Designated since 03/2014
ADT by Telus Saint Leonard, QC www.adt.ca Full Service Monitoring – Canada Designated since 08/2007
Alarm Tech Central Services, Inc. Ronkonkoma, NY www.alarmtechcentral.com Wholesale Monitoring Designated since 12/2009
ADT by Telus (AB) Calgary, AB www.adt.ca Full Service Monitoring – Canada Designated since 12/2020
Alarmco, Inc. Las Vegas, NV www.alarmco.com Full Service Monitoring Designated since 06/2006
ADT by Telus (ON) Ottawa, ON www.adt.ca Full Service Monitoring – Canada Designated since 12/2020
Alarme Sentinelle / Sentinel Alarm Montreal, QC www.sentinelalarm.com Full Service Monitoring - Canada Designated since 12/2010
ADT JCTX (formerly Protection One) Irving, TX www.adt.com Full Service Monitoring Designated since 10/2014
Alert 360 Tulsa, OK www.alert360.com Full Service Monitoring Designated since 08/2018
AFA Protective Systems, Inc. Syosset, NY www.afap.com Full Service Monitoring Designated since 01/2014
All American Monitoring Sarasota, FL www.allamericanmonitoring.com Wholesale Monitoring Designated since 01/2011
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Allied Universal Technology Services Wyoming, MI www.aus.com Full Service Monitoring Designated since 06/2021 New in 2021! Allied Universal Technology Services Richardson, TX www.aus.com Full Service Monitoring Designated since 07/2013 Allstate Security Industries, Inc. Amarillo, TX www.allstatesecurity.com Full Service Monitoring Designated since 09/2006 American Alarm and Communications, Inc. Arlington, MA www.americanalarm.com Full Service Monitoring Designated since 04/2004 American Burglary & Fire Fenton, MO www.abfsecurity.com Full Service Monitoring Designated since 11/2005 American Electric Power Columbus, OH www.aep.com Proprietary Monitoring Designated since 11/2020 Amherst Alarm Inc. Amherst, NY www.amherstalarm.com Full Service Monitoring Designated since 03/2004 AT&T Digital Life, Inc. Richardson, TX www.att.com Full Service Monitoring Designated since 07/2013 Atlantic Coast Alarm Mays Landing, NJ www.atlanticcoastalarm.com Full Service Monitoring Designated since 12/2009
Winter 2021 | TMA Dispatch
Atlas Security Service, Inc. Springfield, MO www.atlassecurity.com Full Service Monitoring Designated since 03/2005
Centra-Larm Monitoring Inc. Manchester, NH www.centra-larm.com Wholesale Monitoring Designated since 06/2009
CPI Security Systems Charlotte, NC www.cpisecurity.com Full Service Monitoring Designated since 08/2009
AvantGuard Monitoring Centers Ogden, UT www.agmonitoring.com Wholesale Monitoring Designated since 01/2007
Central Security Systems, Inc. Indianapolis, IN www.central-security.ne Full Service Monitoring Designated since 08/2013
Damar Security Systems Sarnia, ON https://damarsecuritysystems.com/ Full Service Monitoring - Canada Designated since 11/2012
AvantGuard Monitoring Centers Rexburg, ID www.agmonitoring.com Wholesale Monitoring Designated since 08/2016
CenturyLink Security Monroe, LA www.centurylinksecurity.biz Full Service Monitoring Designated since 02/2005
DGA Security Systems, Inc. New York, NY www.dgasecurity.com Full Service Monitoring Designated since 02/2005
Barcom Security, Inc. Swansea, IL www.barcomsecurity.com Full Service Monitoring Designated since 11/2007
Comporium SMA Solutions Inc. Rock Hill, SC www.comporiumsma.com Full Service Monitoring Designated since 04/2012
Dispatch Center, Ltd. San Antonio, TX www.dispatchcenter.net Wholesale Monitoring Designated since 01/2019
Bay Alarm Company Concord, CA www.bayalarm.com Full Service Monitoring Designated since 01/2006
Cooperative Response Center, Inc. (CRC) Austin, MN www.crc.coop Full Service Monitoring Designated since 03/2011
DMC Security Services Inc. Midlothian, IL www.dmcsecurity.com Full Service Monitoring Designated since 09/2005
Bell Canada Toronto, ON www.bell.ca/smart-home Full Service Monitoring - Canada Designated since 04/2015
COPS Monitoring Boca Raton, FL www.copsmonitoring.com Wholesale Monitoring Designated since 04/2014
Dynamark Monitoring, Inc. Hagerstown, MD www.dynamarkmonitoring.com Wholesale Monitoring Designated since 02/2012
Bell Canada Winnipeg, MB www.bell.ca/smart-home Full Service Monitoring - Canada Designated since 04/2020
COPS Monitoring Hunt Valley, MD www.copsmonitoring.com Wholesale Monitoring Designated since 01/2018
Electronix Systems Central Station Alarms, Inc. Huntington Station, NY www.electronixsystems.com Full Service Monitoring Designated since 06/2005
Blackline Safety Calgary, AB www.blacklinesafety.com Full Service Monitoring - Canada Designated since 04/2018
COPS Monitoring Lewisville, TX www.copsmonitoring.com Wholesale Monitoring Designated since 06/2014
Ellijay Telephone Company Ellijay, GA www.etcbusiness.com Full Service Monitoring Designated since 04/2015
Blue Ridge Monitoring (BRM) Anderson, SC www.blueridgemonitoring.com Wholesale Monitoring Designated since 07/2018
COPS Monitoring Nashville, TN www.copsmonitoring.com Wholesale Monitoring Designated since 01/2012
Engineered Protection Systems, Inc. (EPS Security) Grand Rapids, MI www.epssecurity.com Full Service Monitoring Designated since 06/2004
Brinks Home Security (formerly Monitronics International) Farmers Branch, TX www.brinkshome.com Wholesale Monitoring Designated since 02/2005
COPS Monitoring Scottsdale, AZ www.copsmonitoring.com Wholesale Monitoring Designated since 02/2008
Federal Response Center Springfield, MO www.federalprotection.com Wholesale Monitoring Designated since 01/2006
COPS Monitoring Williamstown, NJ www.copsmonitoring.com Wholesale Monitoring Designated since 05/2014
TMA Dispatch | Winter 2021
[27]
Fire Monitoring of Canada, Inc. St. Catharines, ON www.fire-monitoring.com Full Service Monitoring - Canada Designated since 05/2009
Kastle Systems Falls Church, VA www.kastle.com Full Service Monitoring Designated since 06/2014
Nationwide Central Station Monitoring Corp. Freeport, NY www.nationwidedigital.com Full Service Monitoring Designated since 04/2007
Gillmore Security Systems Inc. Cleveland, OH www.gillmoresecurity.com Full Service Monitoring Designated since 01/2009
Kroger Central Alarm Control Portland, OR www.kroger.com Proprietary Monitoring Designated since 07/2015
Northern911 Sudbury, ON www.northern911.com Full Service Monitoring - Canada Designated since 05/2014
GM Security Technologies San Juan, PR www.gmsectec.com Wholesale Monitoring Designated since 10/2011
Life Alert Emergency Response, Inc. Encino, CA www.lifealert.com Full Service Monitoring Designated since 11/2014
OHZ Security Brooklyn, NY www.ohzsecurity.com Full Service Monitoring Designated since 08/2021 New in 2021!
Guardian Alarm Systems Shreveport, LA www.guardianalarmsystems.com Full Service Monitoring Designated since 08/2017
Las Colinas Association Irving, TX www.lascolinas.org Proprietary Monitoring Designated since 11/2021 New in 2021!
Paladin Technologies Burnaby, BC www.paladinsecurity.com Full Service Monitoring - Canada Designated since 04/2008
Life Safety Monitoring, LLC Munhall, PA www.mylifesafetymonitoring.com Wholesale Monitoring Designated since 01/2018
Paladin Technologies Victoria, BC www.paladinsecurity.com Full Service Monitoring - Canada Designated since 06/2016
Matson Alarm Co Inc. Fresno, CA www.matsonalarm.com Full Service Monitoring Designated since 06/2008
Peak Alarm Company, Inc. Salt Lake City, UT www.peakalarm.com Full Service Monitoring Designated since 02/2006
Metrodial Corporation, Inc. Hicksville, NY www.metrodial.com Full Service Monitoring Designated since 11/2004
Per Mar Security Services Davenport, IA www.permarsecurity.com Full Service Monitoring Designated since 06/2005
Midwest Central Dispatch (SMG Security) Elk Grove Village, IL www.smgsecurity.com Wholesale Monitoring Designated since 11/2015
Quick Response Cleveland, OH www.quickresponse.net Wholesale Monitoring Designated since 10/2005
Mutual Security Services/a Kastle Systems Company New York, NY www.4mutual.com Full Service Monitoring Designated since 05/2009
RBS Central Station (Retail Business Services) Salisbury, NC www.aholddelhaize.com Full Service Monitoring Designated since 03/2020
National Monitoring Center Irving, TX and Lake Forest, CA www.nmccentral.com Wholesale Monitoring Designated since 06/2016
Retail Business Services (MD) (formerly Ahold USA) Columbia, MD www.aholddelhaize.com Proprietary Monitoring Designated since 02/2012
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 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 Security Earth City, MO www.interfacesystems.com Full Service Monitoring Designated since 08/2004 Interface Security 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
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Winter 2021 | TMA Dispatch
Safe Systems Louisville, CO www.safe-systems.com Full Service Monitoring Designated since 08/2004 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. 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 Alarm Monitoring, Inc. Woodlyn, PA www.electronicsecuritycorp.com Wholesale Monitoring Designated since 05/2009
Simon Operational Intelligence Center Indianapolis, IN Full Service Monitoring Designated since 01/2020 Statewide Central Station Staten Island, NY www.statewidecs.com Wholesale Monitoring Designated since 06/2011 Superior Central Station, Inc. McAllen, TX www.superiorcentral.com Full Service Monitoring Designated since 06/2007 Supreme Security Systems, Inc. Union, NJ www.supremealarm.com Full Service Monitoring Designated since 12/2004 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
Security Central, Inc. Englewood, CO www.securitycentralinc.com Five Diamond DEALER for AvantGuard.
The Church of Jesus Christ of Latter-day Saints Salt Lake City http://churchofjesuschrist.org Proprietary Monitoring Designated since 05/2012
Security Equipment, Inc. (SEI) Omaha, NE www.sei-security.com Full Service Monitoring Designated since 07/2004
The Protection Bureau Exton, PA www.protectionbureau.com Full Service Monitoring Designated since 11/2007
Security Solutions Norwalk, CT www.securitysolutionsinc.com Full Service Monitoring Designated since 1/2012
The Watchlight Corporation El Cajon, CA www.watchlight.com Full Service Monitoring Designated since 03/2014
SecurTek Monitoring Solutions, Inc. Yorkton, SK www.securtek.com Full Service Monitoring - Canada Designated since 05/2010
Total Monitoring Services, Inc. Sacramento, CA www.tmscentral.org Full Service Monitoring Designated since 01/2012
Siemens Industry, Inc. Irving, TX www.siemens.com Full Service Monitoring Designated since 03/2004
U.S. Monitoring, Inc. Oklahoma City, OK www.usm-ok.com Wholesale Monitoring Designated since 08/2018
TMA Dispatch | Winter 2021
United Central Control San Antonio, TX www.teamucc.com Wholesale Monitoring Designated since 08/2004 United Monitoring Services, Inc. Columbus, GA www.ums247.com Full Service Monitoring Designated since 04/2004 Universal Atlantic Systems (UAS) Paoli, PA www.uas.com Full Service Monitoring Designated since 04/2004 Universal Monitoring, LLC Charlotte, NC https://fedorasecurity.com/universal-monitoring/ Wholesale Monitoring Designated since 02/2018 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
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Vivint Inc. - UT Provo, UT www.vivint.com Full Service Monitoring Designated since 03/2014 VRI-The Care Center Franklin, OH www.monitoringcare.com Full Service Monitoring Designated since 04/2006
Stay connected...
Vyanet Operating Group, Inc. Bend, OR www.vyanet.com Full Service Monitoring Designated since 12/2014
IQ Certified Companies TMA is pleased to introduce and recognize the following companies who have become IQ certified as of December 15, 2021.
Washington Alarm, Inc. Seattle, WA www.washingtonalarm.com Full Service Monitoring Designated since 12/2006
n Advanced Alarm, Inc., Tonawanda, NY
Wayne Alarm Systems, Inc. Lynn, MA www.waynealarm.com Full Service Monitoring Designated since 11/2003
n Advanced Alarms, Inc., Broken Arrow, OK n Allstate Security Industries, Inc., Amarillo, TX
Wegmans Food Markets, Inc. Rochester, NY www.wegmans.com Proprietary Monitoring Designated since 04/2008
n Amherst Alarm, Inc., Amherst, NY n Genesis Security Services, Carolina, PR
WH International Response Center Rockford, MN www.whirc.com Full Service Monitoring Designated since 12/2004
n Guardian Protection Warrendale, PA n National Monitoring Center, Lake Forest, CA n New Jersey Fire & Technology, LLC, Freehold, NJ
We love to hear from you! Share a testimonial or photos of your Five Diamond team, by emailing us at fivediamond@tma.us. Let us kno w if we may publish it on TMA’s website and in our publications. Learn how to earn your Five Diamond certification. Visit www.tma.us/programs/ tma-five-diamond/ [30]
RENEW 2022
n Rapid Response Monitoring Services, Inc., Syracuse, NY n S S C Services Inc. dba Cen-Signal, Columbus, GA n Securityhunter, Inc., Baltimore, MD n Vanguard Alarm Technologies, LLC, Stockton, CA n Wayne Alarm Systems, Inc., Lynn, MA Learn more about the IQ certification and how your company can benefit on the TMA website.
Winter 2021 | TMA Dispatch
TMA Dispatch | Winter 2021
[31]
EDUCATION>>
Monitoring Center Operator Level 1 Training Graduates Student Name Porsche Adams Debra Adkinson Ahmed al Khafaji Nemesis Alfaro Perez Amaya Allen Eliana Allen Tarryn Alvarado Elyana Alvarado Spencer Andersen Marybeth Anderson Delmesha Anderson
Company The Las Colinas Association Alert 360 ADT G4S Costa Rica (CR) Vivint, Inc. Paladin Technologies (CA) Vivint, Inc. ADT Vivint, Inc. COPS Monitoring - NJ SMART Security Pros, LLC dba Mobile Video Guard Carrell Anderson The Las Colinas Association Mysha Anyasodike ADT Mosiah Arceneaux Vivint, Inc. Tatyanna Arias-Arredondo Vivint, Inc. Griselda Aromi Vivint, Inc. Lluvia Arteaga Vivint, Inc. Hope Avalos Allied Universal Tech. Svcs. Jon Ayers Energy Transfer Kaylan Baez Vivint, Inc. Dayna Baker ADT Aaron Balaski Centene Corporation Kala Bard Vector EAST Olivia Barrera Sony Jordan Bassett Scarsdale Security Systems, Inc.
Graduated 10/15/2021 9/21/2021 8/4/2021 10/17/2021 9/3/2021 10/6/2021 9/22/2021 8/10/2021 9/24/2021 8/11/2021 10/4/2021 9/21/2021 10/27/2021 10/28/2021 9/3/2021 9/23/2021 9/4/2021 8/17/2021 9/20/2021 8/21/2021 8/5/2021 8/19/2021 8/30/2021 8/9/2021 10/29/2021
Student Name Melissa Beckham Martai Bell Takeiya Belt Krystal Bernauer Brian Biggers Whitney Bilyeu Thomas Black Jr. Noah Blake Brevin Blalock Debra Blevins Christopher Bolden Aalijah Booker Kayleigh Boomgaard Joseph Bornn Symone Bowen Milton Boyd Carmen Brammer Chayenne Branch Frezzell Brewer Chloe Brix Michael Brown Corey Burletic Mary Burnham Nathan Cain
USA and international graduates completed August 1, 2021 to October 31, 2021
Company Vivint, Inc. Central Station, Inc. Vivint, Inc. Vector WEST Alert 360 VRI Securitas Electronic Security OHZ Security SMART Security Pros, LLC dba Mobile Video Guard Alert 360 Securitas Electronic Security VRI Engineered Protection Systems, Inc. Monitoring America Scarsdale Security Systems, Inc. Securitas Electronic Security ADT Kings III of America Pro-Vigil Alert 360 Energy Transfer Vector WEST Vivint, Inc. ETC Communications
Graduated 9/3/2021 10/18/2021 9/4/2021 10/5/2021 10/19/2021 10/19/2021 9/10/2021 8/5/2021 10/4/2021 10/12/2021 9/10/2021 8/24/2021 8/18/2021 10/30/2021 10/8/2021 8/13/2021 8/2/2021 10/29/2021 10/25/2021 10/7/2021 10/24/2021 9/7/2021 9/4/2021 8/3/2021
BAT-Fire Communicator Save on sunset replacements!
[32]
1 5G ready to eliminate the next cellular sunset
2 Supports Contact ID reporting format
3 Four programmable input/outputs
4 Sole and dual-path communications
Winter 2021 | TMA Dispatch
Learn more at alula.com/bat-fire
Student Name Patrick Caldwell Amy Camargo Brian Campbell Marco Cardenas Rodriguez Kachina Carpenter Tiffany Carson Brittany Carter Andrea Castellon Sossa Rashea Castor Christopher Castro Jenny Natalie Charles Mikio Chavez Krystal Clarke Jameka Clemons Nikki Combs Joshua Conoyer Yoselyn Coronado Varela Jeramiah Cotter Lynn Cowie Christiana Crawford
Company Graduated Vector WEST 8/31/2021 VRI 9/21/2021 Federal Response Center 8/22/2021 G4S Costa Rica (CR) 9/2/2021 Vivint, Inc. 9/12/2021 Vivint, Inc. 10/4/2021 Interface Security 8/12/2021 G4S Costa Rica (CR) 9/6/2021 Vivint, Inc. 10/27/2021 National Monitoring Center 8/17/2021 Essentia Limited (TT) 10/3/2021 Vivint, Inc. 9/22/2021 Scarsdale Security Systems, Inc. 10/8/2021 ADT 8/2/2021 National Monitoring Center 10/20/2021 Centene Corporation 9/17/2021 G4S Costa Rica (CR) 10/26/2021 Vivint, Inc. 8/21/2021 Securitas Electronic Security 10/8/2021 Holmes Electric Security Systems, Inc., dba: Holmes Security Systems 10/6/2021 Keyetta Cross-McCall DMC Security Services, Inc. 10/16/2021 Mariany Cruz Delgado Genesis Security Services, Inc (PR) 8/29/2021 Keira Curtis Centralarm 8/12/2021 Kelly Cuthbert COPS Monitoring - NJ 8/26/2021 Jason Czajkowski Allied Universal Technology Services 9/28/2021 Delania Davenport Alarm Detection Systems, Inc. 10/27/2021 Alexus Davis Central Station, Inc. 8/5/2021 Sara Davis Alert 360 8/27/2021 Breauna Davis Pro-Vigil 10/27/2021 Ambre Decou Centene Corporation 9/17/2021 Dylan Delay Holmes Electric Security Systems, Inc., dba: Holmes Security Systems 9/24/2021 Elisa DeManty iWatch Communications 8/19/2021 Jimel Denham ADT 10/20/2021 Deja Dennis Allied Universal Technology Services 9/28/2021 Kristi Deter Federal Response Center 9/8/2021 Aileen Diamond Metrodial Corporation 10/24/2021 Arnaldo Diaz-Hernandez DGA Security 10/8/2021 Michael Dillard Vivint, Inc. 9/22/2021 Emily Do Johnson Controls 8/18/2021 Sharmeka Durrough Kings III of America 8/12/2021 Brittany Easley Per Mar Security Services 8/23/2021 Valery Echobei Paladin Technologies (CA) 9/14/2021 Tshontalina Edwards National Monitoring Center 10/15/2021 Charles Elmore Centralized Vision 10/1/2021 Jason England Redwire 10/21/2021 Tyler Ervin Monitoring America Alarm Co-Op 10/30/2021 Elliot Espinosa-Fletcher Electro Watchman, Inc. 8/31/2021 Edgar Espinoza Allied Universal Technology Services 9/8/2021 Sandra Esquibel National Monitoring Center 10/12/2021 Eliezer Esquilin Lugo Genesis Security Services, Inc (PR) 10/30/2021 Chris Ezell Centene Corporation 9/14/2021 Vao Fale Securitas Electronic Security 10/9/2021 Timothy Farris Energy Transfer 10/19/2021 Wilmary Feliciano Security Data Processing Center Inc. (PR) 8/17/2021 Yvette Ferreira Securitas Electronic Security 8/3/2021 Stephanie Fickes Alert 360 10/4/2021 Phil Fico Wegmans Asset Protection 8/7/2021 Heavyn Fillmore Peak Alarm Company 10/21/2021 Alexandrea Flake Central Station, Inc. 10/14/2021 JeVon Fletcher Vivint, Inc. 9/3/2021 Keana Floyd Allied Universal Technology Services 10/26/2021 Brianna Fort Allied Universal Technology Services 10/13/2021 Rebecca Foster VRI 8/4/2021 Moniquer Foster ADT 10/6/2021 Yanique Freeman VRI 8/26/2021 Dominique Gadsden Brinks Home Security 9/25/2021
TMA Dispatch | Winter 2021
Student Name Victoria Gaines Alejandra Galindo Hannah Galve Jessica Gamez Ashley Garcia Gerardo Garcia Nidia I. Garcia Salgado Joyce Gidley Kara Glunz Ayanna Goldson Aderito Gomes Camila Gonzalez Yaritza Gonzalez Tarren Goodwin Cassandra Goodwin Cassandra Griffin Justin Griffiths Kelly Ann Grimaldi Jennifer Grimes Heione Hala Belen Halimi Aletha Hall Grant Halladay Iesha Hamlin Lashawniccee Harris Jacqueline Hatter John Hawkins Jamie Hefley-Page Sterling Henry Samantha Herman Ernesto Hernandez Mayra Hernandez Maria Herrera Quinn Hetlinger Mina Hetzel Kirk Hixenbaugh Gayle Hoffman Amber Holcomb Melissa Howard Brittany Howard William Huffman Ian Hughes Sheila Hunt Taylor Hunter Emily Ibanez Lacie Jackson Alicia Jackson Stanisha Jackson Joe Jackson Ebony James Max Jefferson Princess Jefferson Stacy Johnson Jalyn Johnson Naqueyia Johnson Latasha Johnson Nigel Jones JaKawan Jones Tifany Jones Bradley Jordan Andrew Judd Craig Jules Kylie Kartchner Shandre Kelly Lynn Kercher Brian King Eric Kuykendall Amie Lange Michelle Larson Melanie Lawson
Company Graduated Vivint, Inc. 10/21/2021 The Las Colinas Association 9/1/2021 Vancouver Fire & Security (CA) 8/12/2021 The Las Colinas Association 10/27/2021 Matson Alarm 9/10/2021 Matson Alarm 9/28/2021 Genesis Security Services, Inc (PR) 10/2/2021 Securitas Electronic Security 9/13/2021 Dispatch Center, LTD 9/29/2021 National Monitoring Center 10/20/2021 Tech Systems Inc 9/8/2021 Vivint, Inc. 9/23/2021 Dispatch Center, LTD 9/28/2021 ESC Central 8/19/2021 VRI 10/17/2021 Kings III of America 10/30/2021 Alarm Plus Inc 10/20/2021 Fire Monitoring of Canada, Inc. (CA) 8/5/2021 Interface Security 8/2/2021 Vivint, Inc. 9/23/2021 Kings III of America 8/10/2021 VRI 10/19/2021 National Monitoring Center 8/26/2021 iWatch Communications 8/11/2021 VRI 8/4/2021 Vector EAST 10/4/2021 ADT 10/8/2021 ADT 10/17/2021 National Monitoring Center 10/20/2021 Per Mar Security Services 9/28/2021 ADT 10/13/2021 Interface Security 8/20/2021 Allied Universal Technology Services 10/19/2021 VRI 9/21/2021 Vivint, Inc. 9/3/2021 Securitas Electronic Security 10/23/2021 Securitas Electronic Security 10/8/2021 Johnson Controls 10/29/2021 VRI 10/19/2021 TriCorps Surveillance 8/13/2021 Alert 360 9/30/2021 Valley Security & Alarm 10/13/2021 Compass Security Solutions 8/20/2021 Centene Corporation 9/16/2021 Vivint, Inc. 9/25/2021 Vivint, Inc. 9/24/2021 ADT 8/10/2021 ADT 8/11/2021 ADT 10/13/2021 Securitas Electronic Security 10/8/2021 OHZ Security 8/2/2021 VRI 8/24/2021 VRI 8/24/2021 Operational Intelligence Center 10/15/2021 Vivint, Inc. 9/3/2021 Brink’s Canada Limited (CA) 9/14/2021 Scarsdale Security Systems, Inc. 8/18/2021 Securitas Electronic Security 9/10/2021 Kings III of America 10/29/2021 Brinks Home Security 8/15/2021 Vivint, Inc. 9/22/2021 ADT 10/8/2021 Vivint, Inc. 10/28/2021 VRI 9/21/2021 VRI 8/23/2021 Securitas Electronic Security 10/27/2021 Energy Transfer 10/27/2021 Vivint, Inc. 10/28/2021 United Monitoring 10/24/2021 Alert 360 10/1/2021
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Student Name Marilyn Layton Nathan Leamer Daniel Lear Areial Leavy Kalia Lee Raylee Leimer Peter Leon-Guerrero Brennon Lockett Brittany Lockhart Erik Longwell Luis Lopez Mia Luna Cady Lusich Nick MacGregor Daniel Madrigal Mandez Mary Mares Roderyck Marin Luis Marti
Company Graduated Securitas Electronic Security 10/27/2021 Operational Intelligence Center 9/4/2021 Centene Corporation 9/15/2021 VRI 9/21/2021 Vivint, Inc. 9/27/2021 Federal Response Center 8/6/2021 Securitas Electronic Security 9/27/2021 ADT 8/5/2021 ADT 10/12/2021 Securitas Electronic Security 8/13/2021 Genesis Security Services, Inc (PR) 10/11/2021 Alert 360 10/14/2021 Securitas Electronic Security 9/28/2021 Fleenor Security System 9/1/2021 G4S Costa Rica (CR) 8/16/2021 National Monitoring Center 8/17/2021 Vivint, Inc. 9/23/2021 NextEra Energy / FPL Corporate Security 10/29/2021 Kaela Mason National Monitoring Center 8/10/2021 Denise Mateo Allied Universal 9/1/2021 Charsley McBride National Monitoring Center 8/10/2021 Joycelynn McClinton Interface Security 10/14/2021 Westley McGraw HVAC Concepts - A Fidelity Building Services Group Co. 10/11/2021 Jeremy McGregor Per Mar Security Services 9/14/2021 Karl McInis Tech Systems Inc 10/15/2021 Mollie McInnish Federal Response Center 8/11/2021 Queensha McKinney Securitas Electronic Security 9/10/2021 Joshua Means Vivint, Inc. 10/28/2021 Crystal Medina Matson Alarm 10/12/2021 Benjamin Meier Dispatch Center, LTD 9/28/2021 Kailee Messersmith Wal-Mart Alarm Central 10/29/2021 Lennox Miller Mutual Security Services 10/31/2021 Jayme Miller Johnson Controls 8/27/2021 Cynthia Miller Federal Response Center 8/7/2021 LaShantanise Miller National Monitoring Center 8/10/2021 Sierra Miller First Alarm 10/29/2021 Heidi Montalvo Rivera Genesis Security Services, Inc (PR) 8/30/2021 George Moore OHZ Security 8/7/2021 Alexus Moore Vivint, Inc. 9/30/2021 Blanca Morales Engineered Protection Systems, Inc. 8/31/2021 Vanessa Morante National Monitoring Center 10/20/2021 Jerrica Morgan Kings III of America 8/5/2021 Jorja Murray Vivint, Inc. 9/23/2021 Seth Nall Comporium SMA Solutions Inc 9/2/2021 Rebecca Napier Centene Corporation 9/15/2021 Jayleen Nava Alarmco 10/2/2021 Alexia Navejas ADT 8/31/2021 Fatou Ndoye Paladin Technologies (CA) 10/26/2021 Richard Nelson Vector WEST 10/9/2021 Chioma Oguike-Kanu United Central Control 8/27/2021 Danielle Ornelas Sony 10/19/2021 Virginia Ortiz United Monitoring 10/3/2021 Gisela Ortiz ADT 9/22/2021 Ian Ortiz Gonzalez Genesis Security Services, Inc (PR) 8/23/2021 Kaleb Ostler Vivint, Inc. 9/22/2021 Jamie Oswalt Vector WEST 10/25/2021 Devario Paradise SMART Security Pros, LLC dba Mobile Video Guard 10/4/2021 Susan Patriquin Paladin Technologies (CA) 8/6/2021 Diamond Patton Brinks Home Security 8/27/2021 Marco Paz Allied Universal Technology Services 9/8/2021 Francisco Paz Barada Genesis Security Services, Inc (PR) 8/31/2021 Bethany Pearce Huronia Alarm & Fire Security, Inc. (CA) 8/1/2021 Luke Peeples Centene Corporation 9/17/2021 Luigi Perales ADT 10/12/2021 Gabby Peraza Alert 360 10/7/2021 Jose Pablo Perez Corrales G4S Costa Rica (CR) 10/13/2021 Stephen Peterman Engineered Protection Systems, Inc. 8/28/2021
[34]
Student Name Jennifer Pinto Ryan Piroutek Devon Player Dawn Polcyn Azinat Popoola TaKoya Powell Cecelia Powell Gabriel Prado Jennifer Quezada Jessica Ramirez Ronnie Rangel Samantha Raymond-Fletcher Angela Reed Terri Reese Cory Reichert Christina Reichhart Stephanie Reyes James Reyna Kimberly Rimington Rosaime Rivera Salabarria Destine Roberson Brian Roberts Abraham Rodriguez Garcia Sonia Rodriguez Guzman Isabella Rosa Samuel Rossi Verlencia Rucker Nate Ruff Jessica Ruiz Kendra Rumph Matthew Saffold Manolito Salvador Mona Sanchez Teylor Sanchez Zeledon Amanda Santoyo Ja’Shayla Schlafle-Benjamin Heidi Schroll Ian Schwarz Nathan Scott Jessica Setzer Jennifer Sevilla Jaime Sexton Sean Shannon Roshell Shelton Vittoria Shipp Constance Shouse Daliso Simwawa Kevin Singh Kayla Slone Audrey Smith Ryan Smith Latisha Smith Micheal Sneary Bryan Snedden Daniel Soliz Dylan St Sauveur Marcus Stallworth Angie Stanfill Nicholas Stater Leila Stier Nicole Strawhacker Jessica Strojek Amanda Struble Patricia Sumpter Branden Tayler Corey Thomas Brayden Thomas
Company Graduated DMC Security Services, Inc. 10/23/2021 Costco Wholesale - Central Station 8/7/2021 Kings III of America 9/29/2021 Quick Response Monitoring 9/28/2021 Vivint, Inc. 9/11/2021 Kings III of America 8/26/2021 Peak Alarm Company 10/26/2021 Allied Universal Technology Services 9/28/2021 ADT 8/2/2021 The Las Colinas Association 8/23/2021 Dispatch Center, LTD 10/28/2021 Vivint, Inc. 9/2/2021 ADT 8/3/2021 National Monitoring Center 10/15/2021 Centene Corporation 9/14/2021 VRI 10/28/2021 Vivint, Inc. 10/28/2021 Pro-Vigil 10/23/2021 Vivint, Inc. 10/27/2021 Genesis Security Services, Inc (PR) 8/25/2021 Kings III of America 8/20/2021 Amherst Alarm, Inc. 9/18/2021 Vivint, Inc. 9/2/2021 Vivint, Inc. 9/22/2021 Vivint, Inc. 9/3/2021 Vivint, Inc. 9/12/2021 National Monitoring Center 10/15/2021 Amherst Alarm, Inc. 9/21/2021 COPS Monitoring - Maryland 10/21/2021 Allied Universal Technology Services 9/8/2021 Mutual Security Services 10/30/2021 Alarmco 10/28/2021 Dispatch Center, LTD 8/17/2021 G4S Costa Rica (CR) 10/13/2021 ADT 10/27/2021 iWatch Communications 10/31/2021 National Monitoring Center 10/12/2021 COPS Monitoring - Maryland 10/22/2021 Tech Systems Inc 10/12/2021 VRI 9/21/2021 ADT 10/14/2021 Vector EAST 8/4/2021 The Protection Bureau 8/12/2021 Bay Alarm 8/19/2021 Redwire 10/1/2021 ADT 10/26/2021 Interface Security 8/12/2021 BMO (CA) 8/1/2021 The Las Colinas Association 9/29/2021 Operational Intelligence Center 8/18/2021 Kings III of America 8/9/2021 SMART Security Pros, LLC dba Mobile Video Guard 10/5/2021 Alert 360 10/5/2021 Damar Security Services/ Security Response Center (CA) 8/4/2021 Allied Universal Technology Services 9/1/2021 COPS Monitoring - Scottsdale 9/29/2021 ADT 8/4/2021 Compass Security Solutions 10/21/2021 Operational Intelligence Center 10/17/2021 Matson Alarm 9/28/2021 Vivint, Inc. 10/31/2021 National Monitoring Center 9/16/2021 Paladin Technologies (CA) 8/6/2021 VRI 9/21/2021 Kings III of America 8/12/2021 Securitas Electronic Security 10/24/2021 Operational Intelligence Center 10/4/2021
Winter 2021 | TMA Dispatch
Student Name Annette Tillman
Company Graduated SMART Security Pros, LLC dba Mobile Video Guard 10/4/2021 Tyler Tornari Vector EAST 10/4/2021 Carletta Trimble Alert 360 8/26/2021 Tiffany Turner Holmes Electric Security Systems, Inc., dba: Holmes Security Systems 9/15/2021 Christopher Ude Vivint, Inc. 8/23/2021 Jaime Upton Vivint, Inc. 9/1/2021 Minka Valdez Turner Security Systems, Inc. 10/14/2021 Marco Vargas Salazar G4S Costa Rica (CR) 10/17/2021 Megan Vaughn VRI 10/21/2021 Zulenis Vazquez Gonzalez Genesis Security Services, Inc (PR) 8/7/2021 Lesbia Velazquez Rodriguez Genesis Security Services, Inc (PR) 9/17/2021 Vanesa Villatoro Alarm Tech Central Services, Inc. 10/13/2021 Jennifer Vital Vivint, Inc. 9/2/2021 Taylor Wagoner Operational Intelligence Center 8/27/2021 Casey Ward Central Security Group Nationwide, Inc. 9/23/2021 Brandon Warren Allied Universal Technology Services 10/5/2021 Kaylin Washington Interface Security Systems 8/24/2021 Curtis Washington National Monitoring Center 8/17/2021 Grace Watson VRI 10/19/2021 Matthew Watson Centene Corporation 9/15/2021 Josephine Weekse Tech Systems Inc 9/1/2021 Jamie Welch Damar Security Services/ Security Response Center (CA) 8/4/2021 Jamie Wells Centene Corporation 9/15/2021 Aaron Whitaker Holmes Electric Security Systems, Inc., dba: Holmes Security Systems 9/29/2021 Taja Wilcox VRI 8/24/2021 Kammie Wilkinson Vivint, Inc. 9/26/2021 Courtney Williams Scarsdale Security Systems, Inc. 8/24/2021 Raigan Williams Securitas Electronic Security 9/27/2021 Rodney Williams ADT 10/11/2021 BreShauna Williams National Monitoring Center 8/10/2021 Alfred Willins ADT 10/5/2021 James Willis Alert 360 10/20/2021 Robert Wilson National Monitoring Center 10/20/2021 Zachary Wombacher Centene Corporation 9/16/2021 Adrianna Worthon Per Mar Security Services 9/20/2021 Hans Yabao DGA Security 10/27/2021 Irendira Yanez ADT 10/6/2021
Interested in speaking at TMA’s 2022 Virtual Mid-year Meeting? Contact education@tma.us Leadership | Operations | Technology TMA Dispatch | Winter 2021
Operator Level 2 Training Graduates Legacy Operator 2 Training Graduates
Student Name Company Graduated Taylor Alloco Wegmans Asset Protection 8/2/2021 Carrell Anderson The Las Colinas Association 9/22/2021 Emmanuel Ansong Response Ghana Ltd 9/10/2021 Emily Arico Federal Response Center 8/29/2021 Peter Ayisi Response One Ghana Ltd. (GH) 10/19/2021 Lorne Baird Vancouver Fire & Security (CA) 8/27/2021 Olivia Barrera Sony 8/10/2021 Chris Behnsen Paladin Technologies (CA) 10/14/2021 Cassandra Collins Vancouver Fire & Security (CA) 8/11/2021 Kiki Cromwell Wayne Alarm Systems, Inc. 10/11/2021 Mariany Cruz Delgado Genesis Security Services, Inc 9/15/2021 Brittany Easley Per Mar Security Services 10/28/2021 Jane Galbraith Vancouver Fire & Security (CA) 8/24/2021 Ashley Garcia Matson Alarm 9/13/2021 Gerardo Garcia Matson Alarm 10/4/2021 Nidia I. Garcia Salgado Genesis Security Services, Inc 10/2/2021 Shreyas Godbole Vancouver Fire & Security (CA) 8/18/2021 Kelly Ann Grimaldi Fire Monitoring of Canada, Inc. (CA) 8/24/2021 Wraylynn Hendry Alarmco 8/14/2021 Kirk Hixenbaugh Securitas Electronic Security 10/26/2021 Amber Holcomb Johnson Controls 10/30/2021 WIlliam Huffman Alert 360 10/3/2021 Ian Hughes Valley Security & Alarm 10/18/2021 Oliver Kochendorfer Paladin Security Group (CA) 8/18/2021 Nathan Leamer Operational Intelligence Center 9/24/2021 Billy Lee Guardian Alarm Systems 8/6/2021 MercedesLeung Paladin Technologies (CA) 9/29/2021 Josh Lippelman Federal Response Center 8/22/2021 LuisLopez Genesis Security Services, Inc 10/12/2021 Westley McGraw HVAC Concepts - A Fidelity Building Services Group Co. 10/12/2021 Crystal Medina Matson Alarm 10/14/2021 Heidi Montalvo Rivera Genesis Security Services, Inc 8/31/2021 Roy Napier Securitas Electronic Security 10/27/2021 Danielle Ornelas Sony 10/21/2021 Ian Ortiz Gonzalez Genesis Security Services, Inc 8/30/2021 Bethany Pearce Huronia Alarm & Fire Security, Inc (CA) 9/3/2021 Ryan Piroutek Costco Wholesale - Central Station 8/14/2021 Angeline Presson TriCorps 10/15/2021 Jamie Ray Federal Response Center 8/5/2021 Rosaime Rivera Salabarria Genesis Security Services, Inc 8/29/2021 Devin Robbins COPS Monitoring 9/1/2021 Manolito Salvador Alarmco 10/29/2021 Roshell Shelton Bay Alarm 9/23/2021 Harman Singh Vancouver Fire & Security (CA) 10/9/2021 Audrey Smith Operational Intelligence Center 8/20/2021 Nicholas Stater Operational Intelligence Center 10/19/2021 Amanda Struble Paladin Technologies (CA) 9/8/2021 Megan Thomas Kings III of America 8/16/2021 Brayden Thomas Operational Intelligence Center 10/5/2021 Salvador Valdez Kings III of America 8/30/2021 Zulenis Vazquez Gonzalez Genesis Security Services, Inc 8/20/2021 Lesbia Velazquez Rodriguez Genesis Security Services, Inc 9/17/2021 Roberto Velez Genesis Security Services, Inc 8/30/2021 Taylor Wagoner Operational Intelligence Center 8/31/2021 Denae Wilkerson Bay Alarm 10/9/2021 Chase Wilkins Wal-Mart Alarm Central 10/9/2021 Jordan Wong Vancouver Fire & Security (CA) 8/23/2021
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2021 | TMA Dispatch YOUR AMERICAN BRAND FOR REMOTE POWER Winter MANAGEMENT
ASAP-TO-PSAP>>
TMA’s ASAP-to-PSAP Welcomes its 93rd ECC
ASAP saves time, improves accuracy, and increases efficiency between PSAPs and Monitoring Centers. Learn more on TMA’s website.
93 ASAP Active PSAP’s (As of December 15, 2021) Alabama Montgomery Morgan County Arkansas Little Rock Arizona Chandler Paradise Valley Phoenix Tempe Tucson Colorado Jefferson County Florida Boca Raton Bradenton Charlotte County Collier County Manatee County Riviera Beach Pasco City Sarasota County West Palm Beach Volusia County Georgia Alpharetta Augusta/Richmond Dekalb County Indiana Indianapolis/Marion County
Maryland Prince George’s County Minnesota Anoka County Ramsey County Missouri Boone County North Carolina Cary, Apex and Morrisville Durham Fayetteville/ Cumberland County Guilford County High Point Iredell County Johnston County Kernersville Raleigh – Wake County Union County Wilson County New York Broome County Cayuga County Monroe County Onondaga County Ontario County Suffolk County
Ohio Cincinnati Delaware County Dublin Hamilton County Westerville Pennsylvania Bucks County Chester County Cumberland County Dauphin County Monroeville Tennessee Bradley County Brentwood Hamilton County Memphis Murfreesboro Nashville Williamson County Texas Beaumont Burleson Denton County Galveston County Grand Prairie Harris County Highland Park Houston Missouri City Plano Williamson County
PSAP’s in Testing or Implementation Alabama Birmingham Colorado Denver Florida Lee County Illinois Aurora Police Department Indiana Indianapolis Louisiana Orleans Parish
TMA Dispatch | Winter 2021
Maryland Fredrick County North Carolina Brunswick County Ohio Chagrin Valley-Bedford Mansfield Pennsylvania Elk County Texas Allen Washington Bremerton Tacoma-Pierce
Virginia Arlington County Chesapeake Chesterfield County City of Richmond Hanover County HarrisonburgRockingham Henrico County James City County Loudoun County Martinsville-Henry County VA Newport News Portsmouth Powhatan County Prince William County Roanoke Virginia Beach York County Wisconsin Dane County Washington DC
What if... SIAC Didn’t Exist? Support SIAC. Donate today at www.siacinc.org [37]
IMPACT>>
Making a Difference...Why We Do What We Do Monitored protection comes to the rescue during early am fire By Bob Tucker, ADT
An Ohio couple recently celebrated their lives being saved from a fire that grew in their home as they slept.
“Working smoke alarms in a home make all the difference in the world,” Lee Adams said. “It’s also important to ensure smoke alarms are installed according to code, both inside and outside bedrooms, among other locations.”
Mike and Karen Culver believe quick action from their monitoring company and the local fire department most likely saved their lives. At 2 a.m., as heavy smoke moved through their home, the couple was unaware, asleep in the master bedroom. Due to the door being closed, alarms weren’t audible, but a call from the Culver’s security company woke them up and got them moving. They opened the door, saw smoke, and heard alarms blaring throughout the house.
According to the National Fire Protection Association, December and January are the leading months for home fires with cooking, heating devices and unattended lit candles being the primary fire starters. Amazingly, two days before the fire, the Culvers had been thinking about canceling their alarm system but decided to keep it.
With firefighters on the way thanks to a 911 call from the monitoring center dispatcher, the Culvers safely exited and watched as their home was prevented from burning to the ground.
“That decision saved our house, and it saved our lives. I think that is probably one of the most incredible parts of the story,” Karen said. “We are so grateful to our security company and to our fire department.”
In August, the dispatcher flew to Ohio to meet the Culvers. She embraced them during an emotional reunion as Mike and Karen thanked her for her heroism. “Without the phone call, we would not have awakened and likely died,” Karen said.
A local fire chief said the celebration offered an opportunity to issue fire safety reminders including the importance of having monitored smoke detectors in bedrooms and closing bedroom doors while sleeping.
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Share your life-saving stories with TMA members! Have you or a colleague helped save someone’s life in your role within the monitoring center? Let your story touch others and inspire more life-saving actions. Submit your story and images to TMA Communications at communications@tma.us. Winter 2021 | TMA Dispatch
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