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 originally created in 2004 addresses the challenges of 21st century professional monitoring. Produced by TMA volunteers and staff with vast experience in the industry and in training, and it has been reviewed extensively by our industry vetting partners and 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 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.
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.
Ready to Purchase?
Access the training at www.tmatraining.org. Users who have the legacy “CSAA Level 1” training in their transcript may upgrade to the new course version at no cost as long as the final exam has not been taken. Contact technical support at firstname.lastname@example.org or 502-254-1506 (8am-8pm ET Monday through Friday) if you wish to have this upgrade.
We are certain you will find that the new TMA Level 1 course is an excellent overview of, and introduction to, the industry and will be of tremendous value to your monitoring center’s training program. If you have any general questions, please contact email@example.com. We look forward to hearing your feedback!
The price of one course is $200 for non-members. TMA members receive the following discounted prices:
1 – 4: $139 (30% discount)
5 – 9: $129 (35% discount)
10+: $119 (40% discount)
Note: Price will go up by 5% on June 1, 2020
Modules are also available for purchase individually for $45 each. Members receive discounted pricing.
Cost per module: $45 (Nonmember) | $30 (Bulk Member 1-4) | $27 (Bulk Member 5-9) | $24 (Bulk Member 10+)
Training Manager Account
For companies who regularly purchase courses from TMA, you have the option to set up a training manager account to purchase in bulk and manage your course licenses. Please contact Technical Support at 502-254-1506 for assistance and download these instructions.
Training Modules 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. Students will also explore the roles and responsibilities of the people that play an important part of the alarm monitoring process. At the end of the module, the student will respond to various scenarios to practice contacting their new connections in the industry.
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. We’ll also discover how communications systems support effective monitoring and show you the main components of an alarm system and how sensors, detectors and video work together at a protected location to save lives and property. After the review, you will understand the importance of technology to the advances in monitoring services.
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, PSAPs 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.
Module 4: The Monitoring Process
This module replaces old module 3 on Alarm Verification. Converted terminology from alarm verification to the monitoring process, expanded from classic alarm references to events reflecting the expansion of monitoring device capabilities; and updated best practices, services and technology for today’s professional monitoring center operators. In this keystone module you will learn leading industry practices in the monitoring process. We’ll cover the common “go-to” resources for event handling and how the monitoring process works from start to finish. We’ll also explain procedures for alerting customers or other contacts about alarm system activations. We will review and practice the top 5 event classifications and associated response methods. Finally we will end the module with how to stay in compliance with industry rules and regulations.
Module 5: False Alarm Prevention
When you complete this module you will understand what false alarms are and how they impact the monitoring industry. You’ll be able to define the difference between a false alarm and a false dispatch and explain how laws and policies affect monitoring center response. And most importantly understand your 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. You will learn about the different types of events that could impact monitoring center operations and the part you play in responding to issues and maintaining operations to preserve business 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 is an introduction to important attributes and core values that will prepare you for success as an operator, and show you how your role is at the heart of, and fundamental to, the professional monitoring industry. View the Code of Excellence.
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.