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.
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 Module 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.
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.