The TMA Operator Level 2 Online Training Course is an appropriate next step training for anyone who has completed and passed Level 1. It is also of great benefit to any related monitoring personnel that have experience in that discipline. When life-safety and property are at risk, accountability is very important. This course will help operators understand why their role is so important, how they can contribute, and why processes and procedures are in place. With technology as a powerful driver, operators will also experience a review of how advancements have impacted monitoring capabilities through faster telecommunications, better video and audio quality, PERS devices and the impact of artificial intelligence.
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.
The TMA Operator Level 2 Online Training Course builds on Level 1. (For new hire orientation, we recommend that all students complete Level 1 before taking Level 2, regardless of their industry experience level).
This ongoing education will create a common language and improve levels of understanding and professionalism within your organization. Your staff will be consistently trained, allowing them to contribute in a professional manner. The course provides flexibility for students based on their learning needs and styles. You may choose to complete a module at a time as you cover your internal procedures on that topic. A second option is to present the course in its entirety. If administered in this fashion it will take approximately 6 hours depending on the comprehension level of the student. Students have access to the course for up to one year, so it is not necessary to work the entire course in one sitting. The course can be taken at any time, whether at work, break or home. A student can start the course and exit the program at their convenience. Upon re-entering the course, they are automatically book marked. Access is open for one year from initiation allowing students to go back and review content at any time as an easily accessible resource to refresh knowledge.
The training information included in Level 2 is geared to more experienced operators who are looking for more in-depth information about how they can impact the success of their monitoring center environment. In addition to practical skills development with advanced call handling and cybersecurity awareness, operators are challenged with understanding the responsibilities associated with leadership and conflict resolution. There are six new modules in the course.
TMA is committed to promote and maintain the highest standards of professional and personal behavior in the monitoring center. This module is an introduction to important leadership attributes and core values that will help operators develop the mindset of an effective leader and show them how their contributions are fundamental to success within the professional monitoring industry.
Learning Objectives
Conflict in the work environment is common. Just as in families, people who work together and spend a lot of time together will experience conflict. As a leader, and a member of a team, understanding how to manage yourself and your team during times of conflict will improve how you communicate with each other to resolve your differences and maximize your performance. This module provides the operator with tools to identify the five main styles of conflicts. By understanding conflict preferences, or default styles, the student will gain a better understanding of constructive ways to resolve conflict and improve the health and productivity of a team.
Learning Objectives
Customer Care is a fundamental component of the monitoring center and an important aspect of every operator’s role when handling a call. Often our communication will extend beyond the basic operator interaction into a more involved dialogue that requires advanced skills and attention. This module will provide strategies to prepare the operator for advanced call handling. Our primary concern is always the safety and protection of our customer’s lives and property. The operator’s professionalism and dedication to handling each call is critical when lives and property are at stake. This module also provides guidance on self-care after critical events.
Learning Objectives
Standards are an important tool in the professional monitoring industry to help achieve efficiency, cost savings and consistency of products and services. Compliance to standards ensure product functionality and compatibility for products and services that support public safety. Established protocols for how we implement technology and cyber-security help ensure a level of reliability throughout the alarm monitoring business. The information contained in this module will expand the operator’s knowledge about each individual’s role in the compliance process and why understanding and tracking industry standards is so important.
Learning Objectives
Across our industry, advancements in technology are being made at a staggering rate. New technologies are enhancing or replacing the technology used by older devices. This module will review how technology advancements have improved telecommunications, video, audio and PERS monitoring solutions. Because life safety and protection of property are essential to the role of professional monitoring, the industry closely tracks technology that will improve the accuracy and efficiency of monitoring systems that protect homes and businesses. This module provides an overview of current and emerging technology and its impact on the monitoring industry.
Learning Objectives
Every person in the monitoring center is key to reducing the risk of cybercrime. Operator vigilance can make a difference and everyone’s cooperation is essential. This module will help students understand how they can minimize the risk of an attack on their monitoring center by understanding more about cybersecurity threats, how common attacks work, when and where individuals and companies are vulnerable to attacks, and what they can do to defend their organization. Cybersecurity is not just an IT responsibility–it is everyone’s responsibility.
Learning Objectives
This course also counts towards all requirements for the TMA Five Diamond Monitoring Center program.
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.
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