Membership Elects 2025-2027 Board of Directors

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On April 24th, TMA members approved the proposed slate of Board of Directors candidates for the 2025-2027 term. Please join in congratulating our returning and new TMA Board of Directors.

Executive Committee

  • Steve Butkovich, CPI Security (Immediate Past President)
  • Alan Gillmore, IV, Gillmore Security (President)
  • Wes Usie, Guardian Alarm Systems (Vice President)
  • Daniel Oppenheim, Affiliated Monitoring (Vice President)
  • Shannon Woodman, Washington Alarm (Treasurer)

Board Reappointments by Member Category Representation

  • Mark Miller, Johnson Controls (National Representative)
  • Scott R. Elkins, Zeus Fire & Security (National Representative)
  • Chester Donati, DMC Security Services, Inc. (Regional Representative)
  • Jack Doyle, Doyle Security (Regional Representative)
  • Tim Westphal, Bay Alarm (Regional Representative)
  • Caroline Brown, Security Central (Contract Monitoring Representative)
  • Mark Hillenburg, DMP (Associate Representative)
  • Stanley Oppenheim, DGA Security Systems, Inc. (Member at Large)

TMA Dispatch – Spring issue now available!

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The spring issue of TMA Dispatch is now available.

Our Cover Story…The genesis of The Monitoring Association (TMA) traces back to a pivotal meeting in 1949 at Chicago’s Merchandise Mart, where eight industry pioneers convened to advocate for independent central stations. Their collaboration culminated in the formal incorporation of CSEPA in Illinois in 1950. Today, 75 years later, we join together to celebrate and reflect on a rich history of collaboration, innovation, and leadership. Learn more about where and how we began our journey and get a glimpse into some of our greatest achievements. Yesterday, today, and tomorrow – Together. Moving. Ahead.

In our Guest Column…Has your company given thought to pursing UL Solutions’ AVS-01 certification, but hesitated for a reason? Get a glimpse into the process from ADT – one of the first certificants. Learn more about the certification itself and how their team went about getting certified.

In Technology…In today’s world, surveillance devices like cameras, speakers, and more are essential. However, the effectiveness of these devices hinges on one crucial factor: they must be operational. Learn how monitoring centers ensure device functionality and reliable operation.

In Research…Small and medium-sized businesses (SMBs) are actively investing in energy management solutions. Parks Associations President and CMO Elizabeth Parks identifies four key trends shaping the adoption of energy management tools among SMBs. Gain new insights into key market drivers.

In Standards…Learn how standards like TMA-AVS-01, ASAP, and NENA’s EPRC are enhancing emergency response. In this month’s column, John Chiaramonte, Mission Critical Partner and PPVAR Board of Director, explores how the two industry organizations are impacting effectiveness and efficiency.

In Training…Today’s monitoring center training is integrating multiple security functions, leveraging cloud-based monitoring tools, and incorporating AI for enhanced security and operational efficiency. Discover how training programs are transforming to keep pace advancements in technology and evolving threats.

Exec Q&A…Meet Steve Reinharz, founder and president of Robotic Assistance Devices (RAD). Find out what keeps him up at night and what advice he’d give to young professionals pursuing a career in the industry today.

Login to the TMA member InfoHub to read.

 

 

Balancing Innovation with Urgency: The Impact of Automated Call Handling on Alarm Response Times

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Emergency communications centers (ECCs) across the country are facing increasing pressures—from staffing shortages to growing call volumes—leading many to seek technological solutions that streamline operations. Among these solutions, AI-assisted automated call answering and interactive voice response (IVR) systems are gaining traction. Designed to manage non-emergency call volumes, these systems help ECCs optimize limited personnel resources. However, their unintended consequences are raising concerns among alarm monitoring companies and public safety professionals alike.

While automation may alleviate many burdens, there are situations where time is critical and automation can introduce significant delays. Specifically, when alarm companies are required to report incidents via non-emergency lines—now increasingly being answered by automated systems—the call handling time can increase dramatically, from approximately one minute to over six minutes per call. These delays slow down emergency response and can also compromise the alarm information being conveyed to responders.

The Alarm Industry’s Challenge
Alarm activations—whether from residential burglar alarms, commercial fire systems, or personal medical alerts—are inherently time-sensitive. Every minute of delay in dispatching a response can result in escalating damage, loss, or even life-threatening consequences. Traditionally, alarm companies are required to call ECCs using designated non-emergency numbers to report alarm activations requiring dispatch.

However, the introduction of IVR systems into this workflow disrupts the critical timing needed for alarm dispatch. Automated systems are typically not designed to recognize or prioritize alarm reporting calls, and are often inefficient in gathering and verifying all essential information such as an accurate location and cross-street details, premises-specific conditions, and cannot capture the Alarm Validation Score (AVS-01) level for intrusion alarms.

The lack of human intervention negatively affects the speed of emergency response, while increasing the likelihood of miscommunication or lost data—two unacceptable outcomes in public safety.

Understanding ECC Perspectives
The implementation of IVR systems in ECCs is not without justification. Many centers are under-resourced, understaffed, and struggling to meet service demands. Automation offers a temporary buffer—handling non-urgent requests like public information queries, administrative issues, or non-critical reports—allowing human 911 telecommunicators to focus on active emergencies.
From an operational standpoint, automation is both logical and necessary. Yet, treating alarm calls as non-critical simply because they arrive on a non-emergency line misses the nuance of their time-sensitive nature. Alarm systems are designed to detect and report threats in near real time. Treating these calls with anything less than immediate attention undermines the value they provide to public safety and the community at large.

Recommended Solutions
There are viable solutions to bridge this gap between ECC efficiency and alarm system urgency. Foremost among them is the implementation of the Automated Secure Alarm Protocol (ASAP), developed in partnership between TMA and public safety. ASAP provides a direct, bidirectional digital interface between alarm monitoring centers and ECCs, bypassing the voice call process entirely. This method eliminates delays, reduces human error, and enhances the consistency and accuracy of alarm data transmission.

For ECCs not yet equipped to adopt ASAP, an interim solution is to configure IVR systems to recognize calls from alarm companies and route them directly to live telecommunicators. This compromise maintains the benefits of automation for the broader public while preserving priority handling for alarm events.

Collaborating for Public Safety
Public safety is a shared responsibility. Alarm monitoring companies, ECCs, and technology providers must collaborate to ensure that efficiency gains do not come at the expense of timely emergency response. As AI and automation continue to evolve, their integration into emergency communications should be guided by a foundational principle: critical information must be transmitted quickly, accurately, and with minimal friction.

As a community, we should encourage ECC leaders and public safety officials to engage with the alarm industry to understand these challenges and explore solutions. Implementing thoughtful call routing policies, adopting standards like AVS-01, and investing in systems like ASAP can ensure that innovations in one part of the system don’t create vulnerabilities in another.
In the end, the goal is not to resist automation—it is to apply it wisely, always with the end mission in mind: protecting lives and property.

This blog was written by John Chiaramonte, Mission Critical Partners and PPVAR Board of Directors

DMP Hires New Regional Sales

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Ethan Hickox and Jacob Thomas have joined DMP as the regional sales managers. Hickox will provide ongoing service and support to DMP dealers throughout the Northern Texas territory, including the Dallas–Fort Worth metropolitan area. Hickox has nearly 30 years of experience in the Telecommunications and Technology industry. Jacob Thomas will provide ongoing service and support to DMP dealers throughout Louisiana and Mississippi. Thomas brings over 20 years of experience in the technology and wireless industry, having held several leadership roles in sales operations, retail sale management and product strategy.

“I chose DMP because of the industry-leading products and technologies offered, along with the amazing culture that was apparent from the outset,” Hickox said. “I’m extremely excited to be representing a company with an elite product set and culture that focuses on the customer first.”

Hickox had spent most of his career with AT&T, where he served in Operational, Network and Sales and Service roles both in the consumer and business space. Most recently, at AVA Technologies, he led a sales team responsible for growing a platform in the multi-family housing industry that helped consumers set up essential home services during the moving process. Hickox is skilled in strategic planning, relationship building and executing innovative solutions.

“The strong sense of purpose and commitment to innovation and service really stood out to me, and I knew DMP was where I wanted to be,” said Thomas. “The more I explored, the more excited I became to represent a company that was clearly leading the way in this industry.”

Most recently, Thomas served as senior manager of home product management, overseeing the performance of fiber and TV solutions. This role included collaborating with cross-functional teams to enhance product offerings, streamline go-to-market strategies and improve customer experience and satisfaction. He is experienced in leading high-performing teams, driving sales growth, and ensuring operational consistency.

Contact Information:

Ethan Hickox | Regional Sales Manager, Northern Texas
Direct Cell: 417-340-5038
Email: EHickox@DMP.com


Jacob Thomas | Regional Sales Manager, Louisiana/Mississippi
Direct Cell: 417-839-0224
Email: JThomas@DMP.com

TMA CEO Announces Retirement

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The Board of Directors of The Monitoring Association (TMA) announces the retirement of its Chief Executive Officer (CEO), Celia T. Besore, MBA, FASAE, CAE. Celia has served in successive positions during her tenure with the organization, which spans over 19 years of service. Her final day at TMA is Friday, July 18th.

“With Celia’s guidance, TMA has experienced consistent growth in membership and influence in our industry. We’ve celebrated marked advancements in TMA programs (ASAP, Five Diamond, and FirstNet), standards, and advocacy,” stated TMA President Steve Butkovich. “Her dedication to the monitoring industry has left a lasting impact on our members and partners in the security industry, public safety, and law enforcement. As a result of her competent leadership, TMA is positioned for continued success. The TMA Board deeply thanks Celia for her service to TMA and our industry.”

Celia first joined the then-CSAA staff in April of 1999 as director of marketing & communications, later becoming VP of Marketing and Programs. In the ensuing 11 years, she also guided TMA’s membership and education initiatives—all the while achieving consistent growth of the organization. In August of 2010, she left TMA to become the executive director and CEO of the National Association of Hispanic Nurses (NAHN). She returned to TMA in January 2017, assuming the position of vice president of membership and programs. In November 2018, Celia was appointed executive director of TMA, later promoted to CEO.

“I am overwhelmed with both gratitude and pride as I reflect on my time at TMA where I have been afforded many opportunities to grow and advance in my career,” shared Celia. “Above all, my greatest rewards and inspiration have been appreciated in the moments of collaboration with the many dedicated and passionate professionals who are dedicated to the protection of life and property. I will always treasure the relationships I have made over the course of my tenure at TMA.”

Most notable among her accomplishments and contributions to the association during her tenure are: assisting with the development of the original Operator Level 1 and 2 Online courses; the introduction of social media; the creation of the Five Diamond program; the development of the Excellence Awards; the development of an marketing campaign for NAMTSE, which included a virtual expo and was recognized with an award by the American Society of Association Executives; the establishment of the first Compliance Community, which created an online resource of state licensing requirements; and the writing of the history of the first 50 years of the Association. She is also especially proud of TMA’s response to the pandemic, an unprecedented challenge for the industry and association. TMA supported its members during this period by offering highly attended weekly town halls covering the most critical issues of that week and providing them with many other resources and assistance.

Those wishing to express wishes to Celia before July 18th may reach her by email at cbesore@tma.us or by phone at (703) 660-4913. Thereafter, she may be emailed at celia@strategia.cc.

Vivint Refreshes Brand Identity

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Vivint has renewed its brand identity, unveiling a new visual identity that represents both an evolution and expansion of its focus: redefining a truly smarter home experience to include smarter energy management.

“We are entering a rapid phase of innovation, where energy management concerns are beginning to rival security concerns,” said David Porter, Managing Director of Vivint. “As part of NRG and under new leadership, Vivint is poised to lead this phase and redefine the smart home experience like no one else can. By integrating security and energy management, and making it accessible to millions more homes, we’re at the start of an exciting new chapter for our customers and for Vivint.”

Vivint was acquired by NRG, a Fortune 500 energy and home services company, in March of 2023. NRG brings smart energy solutions to millions of homes and businesses in the U.S. and Canada. The company’s recent consumer research found that nearly 70 percent of people want an “all-in-one’ unified smart home management system inclusive of energy management.

Recently, Reliant, also an NRG company, announced the Smarter Home Bundle, a joint offer from Vivint and Reliant that enables customers to start their smarter home journey. Qualifying current and new Reliant customers receive a free Vivint Doorbell Camera Pro and Vivint Smart Thermostat paired with complimentary installation to ensure everything is properly set up from day one.

Vivint said its brand updates include a new logo crafted to emphasize the focus on the home and what it means to live intelligently. The company said its wordmark carries the familiarity of the prior identity but with a more approachable and human touch, and the new home icon conveys the idea of intelligence coming into the home and represents the brand’s unique approach that has brought peace of mind for millions of families.

This announcement appeared May 5, 2025 on SDMmag.com.

FTC Delays Enforcement of its Negative Option Rule

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In March of 2023 the Federal Trade Commission (FTC) requested comments from industry on their Notice of Proposed Rulemaking to change how the agency enforces the 1973 Negative Option Rule. This rule has allowed the agency to combat unfair or deceptive practices related to subscriptions, memberships and other recurring-payment programs. As online retail has become ubiquitous in recent decades, the agency is reviewing all automatic renewal programs continuity offers in which customers are continually billed for products or services unless they expressly signal their wish to exit their agreement for said products or services.

The new rule would require companies to provide specific express disclosures, obtain the consumer’s unambiguous affirmative consent to the negative option rule separately from the rest of the transaction as well as offering one-click cancellation mechanisms. All the proposed changes would be applicable to all forms of negative option marketing in all media (i.e. telephone, internet, traditional print media, and in-person transactions).

The Federal Trade Commission’s decision to expand their role in monitoring renewal continuity agreements by new rulemaking will require companies offering subscription services to revisit their legal agreements. The new rulemaking will broaden to apply to: automatic renewals, continuity plans, free-to-pay conversions and pre-notification negative option plans. The FTC will be increasing disclosure requirements, imposing specific consent requirements, mandating acceptable cancellation options and limiting the ability of a company to attempt to “save” a deal.

Significant Rulemaking Ramifications:

Clear Disclosures: The FTC will not be altering what companies need to disclose rather how companies disclose information. If an advertisement is made both visibly and audibly a disclosure for a continual subscription and negative options must be detailed visibly and audibly. A hidden hyperlink to the disclosure will not be acceptable.

Consent: The new rulemaking would be expanding the expressed informed consent to “unambiguous affirmative consent”. The negative option offer must be separately and clearly defined in the transaction. A check box or simple click may be used to signal a consumer’s unambiguous affirmative consent.

Simple Cancellation: Companies must provide an easy cancellation method of the negative option method and the FTC offers a “click-to-cancel” option.

Annual Reminders for Non-Physical Goods: Companies offering non-physical goods must offer at least annual reminders of the service and terms along with a means to cancel. The definition of “annual” is under review at FTC and has not been fully determined.

Penalties:

A key change to the FTC’s enforcement are new financial penalties for companies in violation of the new rulemaking.

Any violation of the FTC’s negative option rule will come at a penalty of $50,120.

 Additional Information & Dates:

In October of 2024 the FTC published its final Negative Option Rule, which applies to any negative option program, including those using online, telephone, print, or in-person mediums. The ruling will apply to all business to business and business to customer transactions. The final Rule requires businesses to obtain a consumer’s “express informed consent” to the negative option feature before charging the consumer.

Companies must be in compliance with obtaining informed consent and providing a simple cancellation mechanism by May 14th.

 The FTC provided an extended compliance deadline for the remaining provisions of the ruling for July 14th.

Alarm monitoring companies should use this additional time to ensure full compliance with the rule’s requirements, which include clear disclosures, obtaining express consent, and providing straightforward cancellation methods for all negative option features, including auto-renewing subscriptions and sales.  The rule is currently facing legal challenges before the Eighth Circuit Court of Appeals and a decision there could impact the rule’s future enforcement.