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About the New Requirement

As the trade association for professional monitoring, TMA has offered operator Level 1 and Level 2 training geared towards reinforcing key components of meaningful operator training. Certification has been a vital component of TMA’s Five Diamond designation and has offered continuing education opportunities essential in state license compliance training. For a number of years, operators were only required to take the certification course one time. TMA’s leadership has moved to support periodic recertification to demonstrate a commitment to maintaining competency. Recertification ensures your operator’s skills and knowledge are up-to-date on the regulations and rules that are essential to their job and industry.

TMA’s training program will now contain a recertification component for the Operator courses; previously certified operators will be required to recertify every three years beginning in 2021. For those participating in the Five Diamond Designation program, the new operator recertification requirement will begin with the 2021-2022 renewal cycle.

Course graduates have a two-year transition period to meet the new recertification requirement and remain in compliance. At minimum, operators that last received their certification five years ago or longer must recertify in 2021. By the end of the two-year transition period, each operator must be recertified within a three-year period. Full program compliance is expected by December 31, 2022. Requests for adjustment to program compliance deadlines will be reviewed on a case-by-case basis.

Several course options are available and discounted rates will be offered for companies wishing to purchase multiple licenses.

Why now?

In order to maintain the integrity of the certifications, we are implementing a recertification program:

• TMA has been providing operator certification training for almost two decades.
• TMA offers the premier operator training program for the TMA Five Diamond program.
• Both TMA operator courses (Level 1 and Level 2) have been completely reworked to meet the current needs of the monitoring center operator.
• Recertification is important to support your commitment to ongoing job-related education and testing.

Meeting the New Compliance Requirements

There are four options available to meet the new recertification requirement:

1. Complete 1 of 3 bundled options (details below); pass the exam at 85%; or
2. Retake the full Level 1 (2017 version); pass the exam at 85%; or
3. Test out; the Level 1 Recertification course includes a test out option, a student may bypass course material and pass the Level 1 exam, if they fail they are given access to the course materials and must pass the exam at 85%; or
4. If you have taken Level 1, you also have the option of taking Level 2* (2020 version); pass the exam at 85%.

Summary

• Operators must recertify every three years, beginning in 2021
• To keep their certification status, operators that last received their certification five years ago or longer must recertify in 2021
• By the end of year two, all operators must be recertified within a three-year period
• Full program compliance is expected by December 31, 2022
• Requests for adjustment to program compliance deadlines will be reviewed on a case-by-case basis

Thank you for your continued support of TMA Monitoring Center Operator Online Training and the Five Diamond Designation programs!

Bundled options are available only for recertification and consist of modules selected from both Levels 1 and 2. They typically require a shorter time for students to complete versus full versions of the Level 1 or Level 2 courses.

• • Operations (3-4 hours to complete)
    
    • Level 1/Module 4 – The Monitoring Process
    • Level 1/Module 6 – Industry Readiness and Monitoring Center Security
    • Level 2/Module 4 – Industry Standards: The Fundamental Building Blocks of Professional Monitoring
    • Level 1/Module 7 – Monitoring Center Operator Code of Excellence
  • Technology (3-4 hours to complete)
    
    • Level 1/Module 2 – Technology
    • Level 2/Module 5 – Telecommunications and Enhanced Technology
    • Level 2/Module 6 – Cybersecurity in the Monitoring Center
    • Level 1/Module 7 – Monitoring Center Operator Code of Excellence
  • Customer Service (3-4 hours to complete)
    • Level 1/Module 3 – Effective Communication
    • Level 2/Module 2 – Conflict Resolution Using Effective Team Communications
    • Level 2/Module 3 – Strategies for Advanced Call Handling in the Monitoring Center
    • Level 1/Module 7 – Monitoring Center Operator Code of Excellence

DOWNLOAD MORE INFORMATION HERE

The Cost

• TMA will offer multiple options to complete recertification, for the price of $99/student, every three years.
• There is also the commitment of time to complete the required recertification training (about 3 to 6 hours for course work, depending on the option you choose, plus up to an hour to complete the exam,).
• For a limited time Five Diamond Designated Companies are eligible for bulk purchase discounts. Contact fivediamond@tma.us for more information.

To purchase a bundled option, please contact 502-254-1506 (Monday-Friday 8am-8pm ET), or Support@TMATraining.org.

*Level 2 is not included in the recertification pricing.

Manager Access

Member companies that purchase multiple course licenses may sign up to use the Training Manager Tool, allowing managers to easily:

• Purchase and assign licenses
• Claim/Identify students
• Track re-certification

Training managers with existing accounts may access the Manager Portal by visting the TMA Learning Center (TLC).

Student Access

Students may also verify their certification expiration dates by visiting the TMA Learning Center (TLC) and logging in and checking their training history by selecting “View My Transcript.” Access questions may be directed to the TMA Training Helpdesk at 502-254-1506 (8am-8pm ET Monday through Friday), or Support@TMATraining.org.