Monitoring Center Operator Level 2 Online Training Course
Relevant – Cost Effective – Time Efficient
How to Access the Course
If you are a TMA Member and this is the first time you are purchasing a course, please contact our HelpDesk to set up a member/training manager account to take advantage of your TMA member discounts: 502-254-1506 between 8am and 8pm (Eastern) Mon-Fri.
For technical support: Call 502-254-1506 between 8am and 8pm (Eastern) Mon-Fri.
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 between 4-6 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.
Why take Level 2?
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.
How does it differ from Level 1?
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.
Training Modules Descriptions
Module 1: Leadership Skills in the Monitoring Center
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.
Important motivations and characteristics that define good leadership
Key characteristics shared by strong leaders and managers
The difference between management and leadership
How leadership applies to you
How to approach generational differences
What new leaders should know about managing people
Module 2: Conflict Resolution Using Effective Team Communications
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.
Understand how to view conflict as an opportunity in your role as leader
Recognize the essential parts of the Communications Process
Use Leadership Roles to impact positive team environments
Understand the five main styles of conflict and how to apply them to resolve conflict in the workplace
Learn how to adjust your behavior and conflict style to handle conflict more effectively
Create a mediation environment that is conducive to healthy conflict resolution
Appreciate the link between successful conflict resolution, effective communication, and stakeholders to reinforce accountability in the workplace
Module 3: Strategies for Advanced Call Handling in the Monitoring Center
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.
Recognize best practices for customer care and call handling
Identify strategies for effective problem solving for improved customer care
Identify tips for handling escalated calls in the monitoring center
Understand the impact of operator response during critical events
Identify tips for operator self-care after critical events
Recognize the importance of effective notetaking and customer follow up
Module 4: Industry Standards: The Fundamental Building Blocks of Professional Monitoring
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.
Understand the basic history of standards and their purpose
Recognize why compliance to these standards is important to the professional monitoring industry
Gain a basic understanding of how standards are created, managed and enforced
Recognize what role Nationally Recognized Testing Labs have with standards and how they control what goes on in a Monitoring Center
Understand compliance requirements for handling alarm signals that are subject to standards
Module 5: Telecommunications and Enhanced Technology
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.
Understand the Impact of the technology evolution on the monitoring industry
Identify how the expansion of telecommunications paths influence monitoring and secure transmissions
Understand how receivers and automation systems benefit from evolving technology
Identify surveillance and video security game-changers
Identify personal emergency response system applications
Emerging technology and its impact on operators
Module 6: Cybersecurity in the Monitoring Center
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.
Recognize the impact of cybersecurity threats to your monitoring center
Identify the different types of cybersecurity risks
Recognize common cybersecurity attacks
Determine ways to identify and defend against cybercrime
Identify cybersecurity best practices for employees within the monitoring center
Use best practices to minimize your risk if you suspect you have been targeted
This course also counts towards all requirements for the TMA Five Diamond Monitoring Center program.
The TMA Operator Level 2 Online Training Course is $210/operator, TMA membership discount (30%), and bulk purchase discount structure (up to 40%).
If you are a TMA member and this is the first time you are purchasing a course, please contact TMA Training Support at 502-254-1506 , or Support@TMATraining.org to take advantage of your TMA member discount.
Cost/Bulk Discount: As a TMA member, you receive a 30% discount off any purchase of 1-4 licenses. Member price in this category is $147/operator.
If you purchase 5-9 classes in bulk (see below for form to submit), your total discount will be 35% discount per operator. Your price will be $136.50/operator.
For 10 students and over, the total discount will be 40% (see below for form to submit). Your price will be $126/operator.
FOR NON-TMA MEMBERS: The price per student is $210.
Course Access: One year; this way, the course serves as a resource for students to go back and review after initially completing the course. Licenses can NOT be extended beyond that time.
For bulk orders, please contact The CMOOR Group’s purchasing administrator to set up an account at 502-254-1506 , or Support@TMATraining.org
The licenses can be purchased in bulk without knowing the student names. The licenses will then sit in queue indefinitely until such a time as they are assigned to an individual.
There are no refunds. However, as long as the employee has not completed all the modules and taken the certification exam within 30 days of student registration, the course is fully transferable to a new student. You must contact The CMOOR Group via e-mail at Support@TMATraining.org within 30 days of the need to change. User license transfers may be made one time only.
How does management access the tests and scores and how long can they do so? Can they print them for employee files?
Results information for the course scores and test results are available in various ways to the student and the manager. Course scores are available from the Navigation menu via a Knowledge Checkpoints report and provide great detail on every question the student answered throughout the course. This provides information on where students may need to concentrate more effort should they perform poorly on the test. Test results are stored on the Transcript and is limited to a “pass” or “not pass” indication along with a final score for the test. At the end of the test, the student is provided a report with complete test results, but this is not available if closed by the student. To maintain this information for future reference, the student will need to copy and paste the contents of this report into a Word document for saving or printing.
I forgot to print my test results, what do I do now?
The report at the end of the test is currently not held for review once it is closed. To view your needed areas of improvement throughout the course, bring up the Knowledge Checkpoints report from within the course.
Can I go back and review questions and sections of the course before taking the final exam?
The entire course, including all Knowledge Checkpoints, can be taken as often as the student likes during the access period. Easy navigation means you can jump to any part of the course from a menu option. When ready, you can easily start the test. Students will have three attempts to successfully pass the exam. If you are locked out, you must obtain manager approval to have the exam unlocked for another three attempts. Your manager should contact Support@TMATraining.org to reset the exam.
How do I get the certificate?
Upon successful completion of the course, the system will generate a personalized Certificate of Satisfactory Completion. This will designate the student as a TMA Certified Monitoring Center Operator Level 2.
Is my certificate transferable between Monitoring Center companies?
The TMA certificate is issued to the individual and as such can be accepted by any company that uses our training.
What is considered a passing score?
student must achieve 85% or higher to pass the course.
We haven’t been printing our certificates. Can we print them later?
If a student has passed the course, they will have a reprint certificate link on the home page of the course. You will need to login as that student and launch the course. When prompted to return to the last page you were on, click CANCEL. This will take you automatically to the first page of the course where the reprint link will appear in the upper right corner.
If you have any difficulty with this process or have further questions, please contact technical support at 502-254-1506 or Support@TMATraining.org between 8am and 8pm EST Mon-Fri.
Why Join TMA
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.