TMA President Don Young opened TMA’s OPS-TECH 2020 saying, “This meeting is one example of what I love about TMA. We come together to share the best of professional monitoring practices to help each other advance.” That is, in fact, what OPS-TECH is all about. Each year, we invite professionals to bring their challenges and leave with solutions.

TMA member Kirk MacDowell, MacGuard Security Advisors, Inc., facilitated the meeting’s opening session, Response to Professional Monitoring During a Pandemic. MacDowell was joined by panelists Stephen Harper, Dispatch Center, Ltd.; Michele Levcik, Wegmans Food Markets, Inc.; and Steve Meyer, EMERgency 24, Inc. Each presented their company’s pandemic response and transitional experiences related to work-from home; use of new technologies; employee training, and, more.

Communication, Culture Top Leadership Concerns

Thom Meyer, BOLD Group, moderated our second session today. Panelists Nick Bearb, Acadian Monitoring Service; Jamie Haenggi, ADT; and, Spencer Moore, Rapid Response Monitoring, Inc. shared how their companies had approached and managed virtual workplaces since the pandemic’s outbreak. While the three spoke to the important role of technology, connectivity, and productivity metrics, all agreed communication and maintaining their company culture are among their top concerns since the pandemics outbreak. Regular video meetings, informal (fun) virtual activities, and the occasional surprise box of treats reportedly have worked to help their teams stay connected and positive!

If you haven’t registered to take part in the meeting, you can still do so. We are accepting registrations throughout the live event. Attendees will have access to all session recordings for a six-month period.

Video Plays Key Role in Customer Service

Our opening session this morning explored customer service in the age of COVID-19. Our panel was asked to share how their companies have adapted their new customer on-boarding and general customer service since the pandemic began.

While three-member panel introduced the use of video in different ways, all agreed on the importance of video as a means to stay connected with their new and existing customers.

Note: Recordings of today’s sessions are now available through the Whova app. Registrants will have access to these and all session recordings for six months.

Discussion of Alarm Handling Protocols Generated Questions and Chat

Session 4, facilitated by Anita Ostrowski, Vector Security, gave attendees quite a bit to think about…and talk about! Nick Bearb, Acadian Monitoring Service, and JoeAllen Gentry, Washington Alarm joined Anita for the interactive session.

Topics ranged from residential to commercial systems and touched upon intrusion, fire, and PERS alarm response.

And, the winner is…

Each day, TMA is giving away one FREE license for its Monitoring Center Operator Online Training program. The winner, who is selected randomly from our exhibit booth visitors, may redeem the prize for either our Level 1 or Level 2 course.

Congratulations to our first winner, Shelly McQuigge, Alarm Systems!

Today is November 11, 2020. As many of you know, today, Veterans Day, is the day that we as Americans celebrate the men and women who serve and protect the freedoms that we hold so dear.

We took the opportunity to recognize those from within our own community who have served in the U.S. Army, Navy, Air Force, and Marines, in addition to those who have served in Canadian forces.

View a brief video of our presentation from this morning honoring our past and current servicemen and women.

We are a grateful community.

Divide. Discuss. Deliver.

Day 3 began with one of our most popular attendee sessions – the Roundtable Breakout Discussion Groups. Attendees were randomly broken into eight, individual virtual meeting rooms and asked to initiate discussions around five proposed topics. After approximately 30 minutes, all attendees reconvened and briefed the full group on their discussions. Please note, this session was not recorded so as to allow attendees to openly share their thoughts.

UL’s work-from-home standard was a hot topic for many group discussions. Other topics of interest included training, employee incentives, remote management of employees, and the implementation of AI technology.

Note: Recordings of today’s sessions are now available through the Whova app. Registrants will have access to these and all session recordings for six months.

Foundation of Trust is Key to the Successful AHJ Relationship

Our second session of the day answered the age-old value question, “What’s in it for me?” with regard to Public Private Partnerships (P3). Retired Chief of Police Frank Fernandez relayed five key points to attendees for establishing and growing collaborative relationships with local public safety professionals. Former law enforcement officer and security dealer Kirk MacDowell, MacGuard Security Advisors, Inc., joined Fernandez and Joey Rao Russell, Sonitrol, for the introspective presentation and discussion. Fernandez emphasized the “extreme” importance of a relationship between local public safety professionals, stating, “They need you as much as you need them.”

TMA Education Leaders Ask Attendees to Look to the Future

TMA Education Committee Co-chairs John Brady, TRG Associates, and Brandon Niles, Acadian Monitoring Services, led an interactive discussion with meeting attendees on the topic of “moving forward.” OPS-TECH 2020 Master of Ceremonies Kirk MacDowell joined Brady and Niles in leading the conversation. As the panelists and attendees gave thought to their business operations beyond the pandemic, many expressed their desire to remain committed to the new levels of engagement that had been established with their company leaders, teams, customers, associations, and, even UL. MacDowell referred to the new closeness as a type of “intimacy” or heightened concern for and interest in others. Niles shared how his company leaders had reached out everyday during the pandemic and shared his appreciation for what he termed as, “over-communicating and caring.”

And the winner is…

Each day, TMA is giving away one FREE license for its Monitoring Center Operator Online Training program. The winner, who is selected randomly from our exhibit booth visitors, may redeem the prize for either our Level 1 or Level 2 course. Be sure to visit the TMA virtual booth in the coming days!

Congratulations to our second winner, Crystal Madison, United Monitoring Services!