2017 Fall Ops

TMA-Fall-Ops-Tag-2017-288x3002017 Fall Operations Management Seminar
November 5-6
Embassy Suites by Hilton Chicago O’Hare Rosemont
5500 North River Road
Rosemont, Illinois 60018

Featuring tours of UL Headquarters and Walgreens Security Operations Center – a Five Diamond proprietary monitoring center. 

Register Now (login required). Rates: TMA Members $595; Non-Members $695.

FOR REGISTRANTS: Click here for important information about the tours. Action is needed before you depart for Rosemont!

You will need to read this before arriving Why attend Fall Ops? Need to justify your attendance to your boss? Here’s all the information you need!

Book your room at our special rate now.
Group Name: 2017 CSAA Fall Operations Management Seminar
Group Code: CSA
Check-in: 02-NOV-2017; Check-out: 10-NOV-2017


(Schedule subject to change.)

Sunday, Nov 5

Association Committee meetings:

  • 2:00pm – 4:00pm         ASAP Users & Technical Committee Meeting
  • 4:00pm – 6:00pmContract Monitoring Council
  • 6:00 – 7:30 pm            Opening Reception and Check In
    Pick up where you left off with old friends and make some new ones.  Also, pick up your registration packet and complete your credentialing for the Monday morning tours

Monday, Nov 6

6:00am – 7:15am        Breakfast available at your leisure in Hotel’s Garden Atrium (For all hotel guests.)

7:00 – 7:30 am                        Check-In and Load Buses – Bus leaves promptly at 7:30 AM

(Personal cars will need to make advance parking plans)

Ice-breaker activity on the bus


8AM – 12 Noon          UL Facility / Walgreens (in two groups)

Tours of Walgreens and UL

12:30pm – 1:30pm     Lunch at Hotel — sponsored by Secure Global Solutions

1:30 PM General Sessions:

1:30 – 1:40 pm            Opening Remarks

1:40 – 2:00 pm            What’s New, What’s It do? 

Sponsors and Associates provide up-to-the minute information on new services and products in the industry

2:00– 2:50 pm             Session 1: UL Standards and Industry Portal Launch 

Description:  This session will cover all you need to know about updates to UL-827 (Central Station Services); UL -2900-2-3 (Cybersecurity and Life Safety Signaling Systems and Products) and UL–2610 (A consolidation of all UL security panel standards into a single document).  In addition, Steve will share some exciting changes to how UL-certified companies will transact Certificate business with UL using the new AlarmHub Portal, launching in March 2018.
Speaker: Steve Schmit, Engineering Manager at UL

2:50 – 3:00 pm             Break — sponsored by TRG Associates, Inc. 

3:00 – 3:15                  ASAP-to-PSAP Update
Speaker: Jay Hauhn, TMA Executive Director

3:15 – 4:15                  Session 2:   GSOC Best Practices – Being There in Times of Crisis

Industry leaders will share best practices with their conversion projects from a central station to a Global Security Operations Center.  Learn how your industry counterparts garnered budgeting approval for monitoring social media and other seemingly un-business critical tracking items.  Hear first-hand about what policies you should be addressing when implementing your disaster plan.
Panelists: Jeremy Bragg, SOC Manager, Walgreens; Dan Jackman, GSOC Specialist, LDS Church Security; Matt McShea, SOC Coordinator, Wegmans Food Markets, Inc.; and Derek Stansbury, Systems Administrator Central Monitoring, The Boeing Company

4:30 – 6:30 pm            Proprietary Council Meeting

Tuesday, Nov 7

6:00am – 8:30am         Breakfast available at your leisure in Hotel’s Garden Atrium (For all hotel guests.)

8:30 – 8:40 am                   Remarks of the Day

8:40 – 9:00 am                   What’s New, What’s it Do?

Sponsors and Associates provide up-to-the minute information on new services and products in the industry

9:00 – 10:10 am                 Roundtable Exchange: Breakout sessions that allows all participants to “Come with a problem, leave with a solution!”

10:10 – 10:20 am               Stretch Break — sponsored by Sur-Gard/Tyco

10:20 – 11:00 am               Roundtable Exchange – Table Reports

11:00 am – 12:00 pm       Session 3: The Road to Operator Excellence

We’ll share clips of the Code of Excellence module that is the capstone of the new TMA Level 1 Monitoring Center Operator training.  Experience how operators will explore the professionalism and integrity it takes to be effective in their role. We’ll demonstrate that it takes competence and trust to be at the front line, providing excellent customer service.  Reputation is everything – let us help your operators prepare for their next challenge.
Speakers: Kate Brickner, Corporate Trainer, Training and Development, Vivint; Mary Jo Lakhal, Security Industry Senior Program Manager, West Safety Services; Laurie Mitchell, National Director CMS Services, Siemens Industry, Inc.; and Caryn Morgan, Curriculum Designer, Manitou Elite Certification Mentor, Bold Technologies

12:00 – 1:00 pm Lunch — sponsored by DICE Corporation

Track 1:  Management in the Monitoring Center

1:00 – 2:00 pm    Session 4: Operator Performance Reviews

Are you measuring the right stuff?  Listen to this lively panel discussion to learn more about Operator Performance Reviews, what metrics we should be using to evaluation our Operators, what evaluation forms work best; KPIs?  What does real feedback look like?  Hear more about HR red flag topics and policies that influence a positive culture directly impacting hiring and retention.  Panelists:  Morgan Hertel, VP of Technology and Innovation, Rapid Response Monitoring; Suzie Nye, Vice President Operations, Avantguard Monitoring Centers; John Shocknesse, Director of Customer Care, CPI Security Systems

2:00 – 2:50 pm   Session 5: Performance Incentives in the Monitoring Center

This session will cover what performance metrics they use to incentivize their employees and what’s been successful for them (for example, communicating performance expectations, balancing carrot and stick, this is what the path to the minimum standard looks like; timeframes, how many absences are acceptable to qualify, etc.); case studies of successful programs.
Panelists:  Galina Klimchuk, Central Station Manager, Vivint; Keith Godsey, Vice President, Dynamark Monitoring, Inc.; Michele Levcik, Security Operations Center Manager, Wegmans Food Markets, Inc.

Track 2:  Technical Operations in the Monitoring Center

1:00 – 2:20 pm   Session 3: Planning for Operational Efficiency through Capacity Planning
As teams establish new operational goals and targets for the coming year, you should establish related effects of plans on operations to ensure service levels and alarm response capabilities are updated to meet any new or growing demands.  We will Review and discuss the basics of capacity planning, its importance, and effects on facility, people, process and technology in the monitoring center.  The goal of this session is to provide helpful guidance and a framework for managers in assessing the ongoing capability of their operation.
Speakers: Steve Butkovich, CPI Security Systems and Sascha Kylau, OneTel Security, Co-chairs of the TMA Technology committee

2:20 – 2:50 pm  Alarm Industry Communications Committee Report on Regulatory Activities Impacting Industry Technology
Speaker: Sascha Kylau, VP Sales, Onetel

2:50 – 3:00 pm    BREAK — Sponsored by Sur-Gard/Tyco

3:00 – 4:00 pm  OPEN FORUM – Colleague to Colleague Discussions

Your opportunity to bring up issues and business challenges that you would like to address among TMA and your colleagues.  How can TMA bring more value to meet your needs?
John Brady, TMA Education Committee Co-Chair (discussion leader); Mary Jo Lakhal, TMA Education Committee Recording Secretary; Julie Webber, TMA VP Education & Training

4:00 – 4:15 pm   Closing Remarks