The new course builds upon TMA’s popular Monitoring Center Operator Online Level 1 training program by offering six, advanced modules that support skills and standards of professionalism needed to be an effective contributor in the monitoring center. The course is highly relatable and challenges operators to expand their knowledge through a focus on critical-thinking exercises associated with team-building, conflict resolution and more impactful customer care. Through an introduction to leadership, operators will experience a new skillset that reinforces accountability through better communication, cyber vigilance and personal responsibility.
The six NEW modules presented in a narrated format include:
Module 1: Leadership Skills in the Monitoring Center
Module 2: Strategies for Advanced Call Handling in the Monitoring Center
Module 3: Conflict Resolution Using Effective Team Communications
Module 4: Industry Standards: The Fundamental Building Blocks of Professional Monitoring
Module 5: Telecommunications and Enhanced Technology; and
Module 6: Cybersecurity in the Monitoring Center
The exam passing requirement will match the Level 1 course with an 85% passing rate. The full Level 2 course will continue to count towards all training requirements for TMA’s Five Diamond program.
Industry participation in course development is a hallmark of the TMA education program. Numerous subject-matter experts have vetted the content for this course re-write.
TMA is grateful for the many, valuable contributions of the following member companies that brought this new course to completion:
- Acadian Monitoring
- American Alarm & Communications, Inc.
- Bay Alarm
- Calipsa, Limited
- COPS Monitoring
- CPI Security Services
- FM Approvals
- Guardian Alarm Systems
- Guardian Protection (PA)
- Hauhn & Associates
- LRD Consulting
- L.T. Fiore, Inc.
- Laurie Mitchell
- Radius Security
- Rapid Response Monitoring Services
- Safe Systems
- Security Partners
- Security Sales and Integration magazine
- Stanley Security Solutions
- The Protection Bureau
- TRG Associates
- UL, LLC
- Vivint, Inc.
- Vector Security