• Facebook
  • LinkedIn
  • Twitter
  • Join TMA
  • Contact
  • FOR CONSUMERS
  • STORE
  • Member Login
The Monitoring Association
  • About
    • About TMA
    • Our Leadership
      • Executive Committee & Board
      • Past Presidents
      • Honorary Members
    • Our Team
    • Our Committees
      • AICC
      • TMA NextGen
      • Join a Committee
    • Contact Us
  • Membership
    • Why Join?
    • Member Resources
    • Member Directory
    • Member Search
    • New Members
    • Volunteer Opportunities
  • Education
    • Online Training
      • Monitoring Center Operator
      • Operator Recertification
      • Cybersecurity Series
      • False Alarm Awareness
    • Events
    • Webinars
    • Speakers & SMEs
      • Speaker’s Lounge
      • Call For Speakers
  • Events
    • 2023 Virtual Mid-Year Meeting
    • 2023 OPSTech
    • 2023 Annual Meeting
    • Future TMA Events
  • Standards
    • TMA Standards
      • TMA-ATN-01 Monitoring Center Notification of Active Threat Detection
      • ANSI/TMA-AVS-01 2023 Alarm Validation Scoring Standard
      • TMA CS-V-01 Alarm Confirmation, Verification and Notification Procedures
      • Future TMA Standards
    • Standards Committees
      • TMA-ATN-01 Monitoring Center Notification of Active Threat Detection
      • UL Subcommittee
    • Other Industry Standards
  • News Room
    • Pandemic Resources
    • Life-saving Stories
    • TMA Blog
    • TMA Member News
    • TMA Press Releases
    • TMA Publications
  • Programs
    • The ASAP Service
    • Five Diamond Designation
    • FirstNet
    • IQ
    • Frequency Coordination
    • Awards
      • Diversity, Equity, and Inclusion (DEI) Leadership Award
      • Excellence Awards
      • Louis T. Fiore Electronic Communications Scholarship
      • Marvel Technology Award
      • The Mel Mahler Award
      • Public Sector Award
      • Stanley C. Lott Memorial Award
  • Resources
    • Member Resources
    • Member Wikis
      • Central Station Design
      • Disaster Preparedness
      • Hiring
      • State Licensing
      • Signals Format
    • Pandemic Resources
    • GSOC Member Forum
    • ACCENT Listserve
    • Job Board
    • Publications
    • Virtual Product Reviews
  • Search
  • Menu Menu
You are here: Home1 / Events2 / 2020 Virtual OPS-TECH

2020 Virtual OPS-TECH

OPS-TECH 2020 concluded on Nov. 18th. This year’s event combined two of TMA’s most popular events – Fall Operations Management Seminar and Tech Summit.

For those who attended the event, you may access session recordings through the Whova app on-demand, 24/7 for up to six months. Simply go to the agenda, select the session to view, and click on the “View Session” button. Please note that some sessions were not recorded either at the speaker’s request or to allow attendees to speak freely.

If you did not register for the event, you may purchase recordings as part of an event package or as single sessions. 

Open the Agenda tab below to preview the program in greater detail.

Quicklinks:

  • WHOVA Frequently Asked Questions – Still need assistance? Contact staff@tma.us or call Bryan Ginn at 703-660-4919.
  • Sponsorship Opportunities

View daily highlights from the meeting:

DAY 1 - HIGHLIGHTS

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.

DAY 2 - HIGHLIGHTS

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!

DAY 3 - HIGHLIGHTS

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!

Program Information:

AGENDA

Loading…

Powered By Whova

Virtual event platform

SPEAKERS

Loading…

Powered By Whova

Virtual event platform

SOCIAL WALL

EXHIBITORS

Loading…

Loading…

  • Automation Vendor Summit
  • Awards
    • Excellence Awards
    • Marvel Technology Award
    • Public Sector Award
    • The Mel Mahler Award
    • Stanley C. Lott Memorial Award
  • 2023 OPSTech
  • 2020 Virtual OPS-TECH
  • 2022 Annual Meeting
  • 2023 Annual Meeting
  • 2022 Virtual Mid-Year Meeting
  • 2023 Virtual Mid-Year Meeting
  • 2023 Virtual Mid-Year Meeting
  • Whova FAQ

ASAP to PSAP Program

Automated Secure Alarm Protocol (ASAP), The Monitoring Association, the Association of Public Safety Communications Officials (APCO) and the National Law Enforcement Telecommunications System (Nlets) have...

Learn More

Membership

Membership in TMA provides company executives and other company members an opportunity to meet and discuss operational procedures, business referrals, mutual problems and industry developments

Learn More

TMA Five Diamond Designation

Gain a competitive edge when your monitoring center becomes TMA Five Diamond designated.

Learn More
Advertise with TMA

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.

Learn More

Logo Rotator TBD

 
PreviousNext

About

  • About TMA
  • Our Leadership
  • Contact Us
  • Our Committees
  • Our Team

Membership

  • Why Join?
  • Member Resources
  • Member Search

Education

  • Online Training
  • Events
  • Webinars
  • Speakers & SMEs

Events

  • 2022 Annual Meeting
  • 2022 OPSTech
  • Awards

Programs

  • The ASAP Service
  • Five Diamond Monitoring Centers
  • FirstNet

Resources

  • Consumer Resources
  • Member Search
  • Virtual Product Reviews

© 2022 The Monitoring Association. All rights reserved.

Scroll to top
We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept All”, you consent to the use of ALL the cookies. However, you may visit "Cookie Settings" to provide a controlled consent.
Cookie SettingsAccept All
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurationDescription
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
SAVE & ACCEPT
Skip to content
Open toolbar

Accessibility Tools

  • Increase Text
  • Decrease Text
  • Grayscale
  • High Contrast
  • Negative Contrast
  • Light Background
  • Links Underline
  • Readable Font
  • Reset