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TMA Launches Online Course Geared to Improve Operator Onboarding Process

Several central station professionals helped create the e-learning curriculum, which has already been accredited in Oregon for state licensing.

VIENNA, Va. — The Monitoring Association (TMA; formerly CSAA) has released a new interactive online training course aimed at significantly improving central station operators’ onboarding process.

“We are pleased and proud to launch our new ‘Level 1’ training course,” TMA President Ivan Spector states in a press release. “Education has long been one of TMA’s key values to our members and to the industry at large. It’s written into our mission, to advance the professional monitoring industry through education, advocacy and public safety relationships.”

The new course was created by TMA volunteers and staff with vast experience in the industry and in training, Spector continues. “[I]t has been reviewed extensively by our industry vetting partners. We expect it to quickly be recognized as the gold standard in monitoring center operator training.”

The course is said to provide a manageable introduction to the industry that features current best practices delivered via micro-learning and narration, plus audio and  visual examples for those with differing learning styles.

Separate modules reflect the most current technology capabilities and customer service practices in today’s most effective monitoring centers, according to TMA. The seven module titles by order are:

  • Introduction to the Monitoring Industry
  • Technology
  • Effective Communication
  • The Monitoring Process
  • False Alarm Prevention
  • Industry Readiness and Monitoring Center Security
  • Monitoring Center Operator Code of Excellence

“The new Level 1 course is an excellent overview of, and introduction to, the industry,” says Jay Hauhn, TMA executive director. “The monitoring center operator is an integral part of the alarm monitoring process that keeps people and property safe. Our course is the foundation that operators need to successfully become part of that process.”

Several volunteers donated many hours to envisioning and creating the new course, says Hauhn. These inviduals include: Kate Brickner, corporate trainer, training and development, Vivint; Mary Jo Lakhal, formerly security industry senior program manager, West Safety Services; Laurie Mitchell, national director CMS services, Siemens; and Caryn Morgan, curriculum designer, Manitou Elite certification mentor, Bold Technologies.

The state of Oregon has already accredited the new course for state licensing, according to TMA. Other state accreditation efforts are in progress and will soon follow. The course will be available in French and Spanish in 2018.

The new Level 1 course can be accessed at www.tmatraining.org. The existing pricing for member companies will remain the same through Jan 19, 2018. Users who have the legacy “Level 1” training in their transcript may upgrade to the new course version at no cost as long as the final exam has not been taken.

Interested parties can contact technical support at [email protected] or (502) 254-1506 (8 a.m.-8 p.m. EDT, Monday-Friday) to receive the upgrade.

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