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:
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.)
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.
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.
Learning Objectives
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.
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.
Learning Objectives
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.
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.
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.
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.
