TMA Releases New Operator Training Course, Sets a New Standard for Monitoring Center Operator Training

level1bannerMonitoring center operators are the critical link between alarm notifications and first responder dispatch. Their performance level is crucial to positive outcomes. Today, The Monitoring Association releases its all-new training course for monitoring center operators, created to address the challenges of 21st century monitoring.

“We are pleased and proud to launch our new ‘Level 1’ training course,” said TMA President Ivan Spector. “Education has long been one of TMA’s key values to our members and to the industry at large. It’s written into our mission, to advance the professional monitoring industry through education, advocacy and public safety relationships. This new course has been created 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. We expect it to quickly be recognized as the gold standard in monitoring center operator training.”

The new course is a manageable introduction to the industry through an absorbing, inspiring e-learning experience. It features current best practices for online learning including:

  • Micro-learning
  • Narration
  • Audio and visual examples for those with differing learning styles

Modules reflect the most current technology capabilities and customer service practices in today’s most effective monitoring centers. The modules are:

  • 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 new Level 1 course is an excellent overview of, and introduction to, the industry,” said Jay Hauhn, TMA Executive Director. “The monitoring center operator is an integral part of the alarm monitoring process that keeps people and property safe. Our course is the foundation that operators need to successfully become part of that process.”

“The new Level 1 Training course that has been developed by TMA and industry volunteers is a ‘game changer’ in the central station training world,” said John Brady, president of TMA-member TRG Associates and chair of the TMA Education Committee. “As trainers strive to continue to improve the level of professionalism, accurate response, and customer care within each member of their team, this interactive, online training course will significantly improve a monitoring center’s operator training onboarding process and elevate the training experience for its whole team.”

“TMA sincerely thanks the volunteers who donated countless hours to envisioning and creating the new course,” continued Hauhn. “In particular, we thank Kate Brickner, Corporate Trainer, Training and Development, Vivint; Mary Jo Lakhal, formerly Security Industry Senior Program Manager, West Safety Services; Laurie Mitchell, National Director CMS Services, Siemens Industry, Inc.; and Caryn Morgan, Curriculum Designer, Manitou Elite Certification Mentor, Bold Technologies. Their expertise, dedication, and desire to improve and give back to their industry was inspiring and is exactly the kind of volunteer engagement that strengthens an association.”

The state of Oregon has already accredited the new course for state licensing. Other state accreditation efforts are in progress and will soon follow. The course will be available in French and Spanish next year.

The new Level 1 course will be available at 8:00 AM Eastern Time on November 10, 2017 at The existing pricing for member companies will stay the same through January 19, 2018. Users who have the legacy “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 or 502-254-1506 (8am-8pm ET Monday through Friday) to receive this upgrade. General questions about the course should be directed to


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