Monitoring Center Operator Level 1 Online Training Course
TMA released the revised Monitoring Center Operator Level 1 online training course for operators in November 2017. The course was originally created in 2004 to address the challenges of 21st century professional monitoring. Produced by TMA staff and volunteers with vast industry and training, and reviewed extensively by industry vetting partners, it is recognized as the gold standard in monitoring center operator training. The Level 1 course is a manageable introduction to the industry through an absorbing, inspiring e-learning experience. It features current best practices for online learning including:
Audio and visual examples for those with differing learning styles
The course typically takes about 6 hours to complete all of the modules, depending on the student’s knowledge levels. At the completion of the course, students take a final exam. A grade of 85% or higher is passing.
Modules reflect the most current technology capabilities and customer service practices in today’s most effective monitoring centers. (Scroll down for complete descriptions.)
Module 1 – Introduction to the Monitoring Industry
Module 2 – Technology
Module 3 – Effective Communication
Module 4 – The Monitoring Process
Module 5 – False Alarm Prevention
Module 6 – Industry Readiness and Monitoring Center Security
Module 7 – Monitoring Center Operator Code of Excellence
The states of North Carolina, Oregon, Tennessee, Virginia and Alabama have accredited the TMA course for state licensing. Check back soon for accreditation status in other states.
Training Module Descriptions
Module 1: Introduction to the Monitoring Industry
Students will learn about the people, systems and policies of the professional monitoring industry with an emphasis on the important role of the monitoring center operator. The module will explore the roles and responsibilities of the people that play an important part of the alarm monitoring process. At the conclusion, the student will respond to various scenarios to practice contacting new connections in the industry.
Introduce the components of the professional monitoring industry
Identify and define the roles of the people operators will work with on a regular basis
Practice scenario-based exercises to contact new connections
Module 2: Technology and the Monitoring Industry
This module introduces the new operator to the need-to-know basics of how technology works in the professional monitoring industry. The student will discover how communications systems support effective monitoring and will be introduced to the main components of an alarm system and how sensors, detectors and video work together at a protected location to save lives and property.
The student will gain an appreciation of the importance of technology to the advances in monitoring services.
Understand the basics of how technology works in the monitoring center
Understand how communication systems support effective monitoring
Recognize the main components of an alarm system
Describe how sensors, detectors and video are used to protect lives and property
Module 3: Effective Communication
The operator will learn about the critical role communication skills play in the monitoring center. We will begin with defining communication methods and apply them to speaking with customers, emergency communications centers and your team in the monitoring center. The operator will also learn how to manage difficult and emotional interactions. We will examine customer services best practices and the importance of effective communication in the monitoring center.
Understanding the Communication Cycle
Applications of effective communication in the monitoring center
How to speak with customers, ECCs and your team
How to identify and manage difficult interactions
Your role in providing high-quality customer service
Module 4: The Monitoring Process
In this key module, the student will learn leading industry practices in the monitoring process. The operator is introduced to updated terminology and current best practices, services and technology for today’s professional monitoring center operators. The course will cover the common “go-to” resources for event handling and how the monitoring process works from start to finish. Included is an explanation of the procedures for alerting customers or other contacts about alarm system activations. The student will review and practice the top 5 event classifications and associated response methods. The module concludes with information about how to stay in compliance with industry rules and regulations.
The common “go-to” resources for event handling
How the monitoring process works from start to finish
Explain procedures for alerting customers or other contacts about alarm system activations.
The top 6 event classifications and how response methods differ
How to stay in compliance with rules and regulations
Module 5: False Alarm Prevention
At completion of this module, the student will understand what false alarms are and how they impact the monitoring industry. The module defines the difference between a false alarm and a false dispatch and explains how laws and policies effect monitoring center response. Most importantly, the operator will have an understanding of his or her role in combating false alarms.
What false alarms are and how they impact the industry
The difference between a false alarm and a false dispatch
Laws and policies regarding false alarms and how they affect monitoring center response
The Operator’s role in combating false alarms
Module 6: Industry Readiness and Monitoring Center Security
In this module, the operator will discover the importance of monitoring center security and readiness. The student will learn about the different types of events that could impact monitoring center operations and the part operators play in responding to issues and maintaining operations to preserve business continuity.
Discover the types of events (man-made and environmental) that impact monitoring center operations
Learn about the types of best-practice behaviors associated with internal processes to maintain monitoring center security (from cybersecurity to responding to equipment failures)
Understand the role of the operator in identifying and responding to issues in order to maintain continuity
Module 7: Monitoring Center Operator Code of Excellence
The Monitoring Center Operator Code of Excellence is our industry’s commitment to promote and maintain the highest standards of professional and personal behavior in this very important role – the professional monitoring center operator. This module introduces operators to important attributes and core values that will prepare them for success, and explain how their role is at the heart of, and fundamental to, the professional monitoring industry.
Overview of the nine key principles associated with the Monitoring Center Operator’s Code of Excellence
How personal and professional behavior relate to professionalism in the workplace
To identify traits associated with personal behavior
When your company joins TMA, you become part of the association that promotes and defends the interests of the monitoring industry, through its work in government relations, regulatory advocacy, and standards development.