CSAA Dispatch Fall 2016 by The Monitoring Association

THE ESSENTIAL CONNECTION

INTERNATIONAL CENTRAL STATION ALARM ASSOCIATION

FALL 2016

Rapid Response is 2016 CSAA Central Station of the Year Excellence Awards Winners Demonstrate Commitment By Maggie McFadden Shein

he 2016 CSAA Central Station Excellence Awards were announced at this year’s Electronic Security Expo (ESX) in June in Fort Worth, Texas. The annual competition, co-sponsored by CSAA and SDM, honors one central station and three outstanding personnel. Rapid Response Monitoring Services Inc. was named Central Station of the Year, and Vivint Smart Home and Vector Security were recognized in the personnel categories. Central Station of the Year Rapid Response Monitoring Services Inc. Rapid Response is constantly innovating new ways to better serve customers, streamline operations and take the company into the future. It was founded in 1992 by two industry veterans, Russell R. MacDonnell and Jeffrey Atkins, who combined their more than 50 years of industry experience in the growth, management and operation of alarm and security companies. Since then, the 100 percent wholesale monitoring company has grown to 2,000 dealers, more than one million subscribers and 525 full-time staff, with no acquisitions.

This 2016 Central Station of the Year recipient is a company with foresight that adapts to the everchanging industry. The company is constantly monitoring its performance, its progress, its customer service, and its technologies and offerings. Rapid tracks hundreds of business metrics called Key Performance Indicators (KPIs) of which it measures hourly, weekly, monthly or yearly to make sure the company is delivering, as well as to identify and remedy problems or issues as quickly as possible. Many call center KPIs, such as speed to access alarms and average event duration are measured hourly and given to management three times a day.

CALENDAR

IN THIS ISSUE

CSAA Annual Meeting October 22–26 • Marco Island, FL

Excellence Awards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 President’s Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Executive Director’s Column . . . . . . . . . . . . . . . . . 6 ASAP Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 AICC Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Model Alarm Ordinance . . . . . . . . . . . . . . . . . . . . . 12 Fall Ops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

CSAA Fall Operations Management Seminar November 13-15 • Union, NJ ESX 2017 JuneFall 13-16 2016• Nashville, TN

Jeffrey Atkins (left) and Morgan Hertel accept the Central Station of the Year Award for Rapid Response during the CSAA Excellence Awards ceremony in June. Photo by SRD Photography.

“From day one, our philosophy has been, if you don’t measure it, you can’t manage it,” shares Morgan Hertel, vice president of technology and innovation at the company. Rapid likens its business focus to that of a three-legged stool. The three legs are: people, training and technology. On that first leg are all the people that Rapid has hired to represent its Continued on page 24

CSAA News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 CSAA Member News . . . . . . . . . . . . . . . . . . . . . . . . . 20 Regulatory Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Five Diamond Companies . . . . . . . . . . . . . . . . . . 33 Online Training Grads . . . . . . . . . . . . . . . . . . . . . . . . 36 Advertising Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 www.csaaintl.org • CSAA Dispatch | 1

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CSAA Executive Committee President Pamela J. Petrow, Warrendale, PA First Vice President Joe Nuccio, Naperville, IL Secretary Graham Westphal, Pacheco, CA Treasurer Ivan Spector, Montreal, Quebec, Canada Acting Immediate Past President Bob Bean, Honolulu, HI Executive Director Jay Hauhn, Vienna, VA

CSAA Staff Executive Director Jay Hauhn Sr. Vice President of Finance and Administration Madeline Fullerton McMahon Vice President of Meetings and Conventions John S. McDonald Vice President of Membership and Programs Rebecca (Becky) Lane Vice President of Marketing and Communications Elizabeth Welsh Lasko Vice President of Education and Training Julie N. Webber Information Systems Manager Bryan Ginn Member Services Coordinator Malory Todd

CSAA Headquarters 8150 Leesburg Pike, Suite 700 Vienna, VA 22182 703-242-4670; Fax 703-242-4675 www.csaaintl.org

PRESIDENT’S NOTE Dear Fellow CSAA Members, As you have likely heard already, there are changes coming to our Association. I’m pleased to report that CSAA has a new name — The Monitoring Association — and mission statement: to advance the professional monitoring industry through education, advocacy, and public safety relationships. These momentous changes were approved by the CSAA members present at our General Membership meeting on June 7 in Fort Worth. Together they will drive the future directions of our organization. Some members will remember that this is not the first time there’s been a name change since our incorporation in 1950 as the Central Station Electrical Protection Association; we became CSAA in 1989. A successful organization must honor the past but recognize when changing times necessitate changes to name, mission, structure, and other important issues. You can read more about the name change, and concurrent changes to the membership categories section of our bylaws, on page 16. These actions are the result of more than a year’s work by leaders and members of the association. As always, the members who generously volunteer their time, expertise and energy are propelling our association forward. I’d like to thank CSAA board members Joe Nuccio, chair of the CSAA Marketing and Communications Committee, and Stanley Oppenheim, chair of the Name Change Subcommittee, for their work on the mission statement and name change, respectively. My thanks also to the volunteers who participated in these initiatives. We have many opportunities for you to get involved in CSAA committees and further the important work of our association. What initiatives would you like to work on? Contact Becky Lane at membership@csaaintl.org to discuss your many options. I’m confident that with your support and participation, we will live up to our new mission. I’m looking forward to seeing many of you at the 2016 Annual Meeting, October 22-26 in Marco Island, FL. (It’s not too late to register if you haven’t already!) Thank you for your membership and your continuing support. Best wishes to all,

Pamela J. Petrow President, CSAA International Find program and registration information for CSAA events at csaaintl.org

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EXECUTIVE DIRECTOR’S REPORT

Industry Connections Are Key to New CSAA Mission By Jay Hauhn CSAA’s mission: to advance the professional monitoring industry through education, advocacy, and public safety relationships. (June 7, 20-16)

first became involved in industry relations ten years ago. My indoctrination began when the then-CTO of Tyco asked me to represent Tyco on the Security Industry Association board of directors, followed soon by the president of ADT asking me to attend CSAA’s annual meeting. With that, my passion for working with industry association was lit; engaging with NBFAA immediately followed. The lesson that I quickly learned was that real value for my company could be gained from association membership, particularly when actively participating on association committees. Now, as executive director of CSAA, I am focused on building and maintaining partnerships that generate opportunities for our membership. This starts with the plethora of industry events scheduled throughout the spring and summer. CSAA staff as well as volunteers have attended many of these events, advocating for and with CSAA membership. I attended UL’s Security Council meeting, helping to set UL strategy for our industry. There was of course ESX, the trade show that we jointly own with ESA. Then there were NFPA’s annual meeting as well as NFPA 72, the National Fire Code, technical committee meetings. We further solidified our relationship with the nation’s fire services at the International Association of Fire Chiefs’ annual event, with law enforcement at the National Sheriff’s Association’s annual meeting, and with 9-1-1 centers at the APCO convention. While all these relationships are important, this quarter I wish to focus on ASAP and APCO. Our Automated Secure Alarm Protocol (ASAP) program was front and center at the APCO convention. APCO, as they did last year, provided CSAA with free booth space on their show floor. We had a steady stream of traffic through our booth. Just about every PSAP that stopped to speak to us was aware of the ASAP program. CSAA also conducted a well-attended ASAP session. From our regular updates, you should already know that we have made tremendous progress this year towards national deployment of ASAP. Many state IT departments are updating their CJIS networks to be ASAP-enabled. About two dozen monitoring centers are now connected, with a dozen more in implementation. The list of PSAPs that are connected, in testing, or beginning implementation is grow-

ing exponentially. Check out the current list on page 8. PSAP growth is, of course, the key metric to driving ASAP member value. Once a PSAP in any geographic area connects, we witness a “domino effect” as surrounding PSAPs hear firsthand about the benefits, and want to get connected. Virginia, North Carolina and Texas are great recent examples. Many other states are on the cusp of getting their first PSAP connected. 2017 should be a banner year for PSAP growth. Increased PSAP participation means more opportunity for growth for alarm companies! Much of the recent activity is due to outreach efforts by CSAA members. The New York state CJIS switch was considered the most challenging of all 50 states to integrate with ASAP. Outreach efforts direct to PSAPs located within New York caused the PSAPs to lobby the state to fund as well as expedite the integration. Outreach works! However, it takes a focused “TEAM” effort in which CSAA staff, consulting resources and most importantly, ASAP monitoring companies all work together. Marketing the program to PSAPs, showing them the value of the program, drives their implementation and in turn, the opportunities for your company. You can accelerate the process by participating instead of waiting. I sincerely thank the ASAP Committee volunteers who have given their time to advance this service. We could not have accomplished our progress so far without the additional financial support provided by participating CSAA members. We all owe them our thanks, as well. As part of our determination to achieve our new mission, CSAA provides many other resources and programs that will help members advance their businesses. You can read about them elsewhere in this issue of Dispatch.

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ASAP UPDATE

Outreach Efforts Continue Across the Country; Delaware County is First Connected PSAP in Ohio On July 13, Delaware County, Ohio went live with ASAP. “This is the first PSAP in Ohio to introduce ASAP, and we are looking forward to building our coverage in the state,” said CSAA President Pam Petrow. “The pace that we are adding PSAPs continues to increase.” Over the summer, CSAA spread the ASAP word at events including ESX 2016 and the 2016 APCO Annual Conference. Most recently, at APCO, ASAP Subject Matter Expert Bill Hobgood and CSAA staff spoke with interested PSAP representatives at the ASAP booth in the exhibit hall. CSAA also hosted a special session in which Hobgood, Boca Raton PSAP IT Manager Cindy Cevallos, CSAA Executive Director Jay Hauhn, and Duff Wheeler, representing Houston’s Emergency Center, showed a live demo with alarm signals from Vector Security. Participants were able to see how the program reduces 9-1-1 processing and response times to alarm events while eliminating telephone calls and miscommunication errors between alarm monitoring companies and 9-1-1 PSAPs. “CSAA would like to thank APCO, and Executive Director Derrick Poarch, for sponsoring the ASAP booth special session at the 2016 conference,” said CSAA’s Hauhn. “The

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ADS Nashville ADT Affiliated American Alarm Central Security Group CMS Diebold Guardian Protection Kings III Monitronics NMC Protection1 Rapid Response Safeguard Security Stanley United Central Control

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event was a great opportunity to bring the ASAP message directly to people we need to reach at PSAPs around the country.” The Automated Secure Alarm Protocol (ASAP) was launched in 2011 as a public-private partnership, designed to increase the efficiency and reliability of emergency electronic signals from central station alarm companies to PSAPs. ASAP utilizes ANSI standard protocols developed cooperatively by Association of Public Communications Officials (APCO) and CSAA. With ASAP, critical life safety signals and accurate information is processed in seconds, not minutes, through the Nlets system of state-to-state PSAP communication, insuring that complete and accurate information is transmitted to the PSAP every time. At the 2016 Nlets Annual Business Meeting, Hauhn presented Captain Thomas W. Turner with a plaque of recognition for his contributions to advancing the Nlets and ASAP partnership. “We would not be as far along with the ASAP program without Capt. Turner’s help,” said Hobood. “His state, Virginia, included the two original pilot PSAPs … Capt. Turner always made a favorable decision on behalf of the ASAP program.” For more information on ASAP or to access ASAP resources (videos, webinars, training and outreach materials), contact CSAA at asap@csaaintl.org or 703-242-4670 ext. 18, or visit csaaintl.org/asap.

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AT&T Centra-larm CPI Doyle FE Moran Guardian Alarm Co. of Michigan Peak Alarm Richmond Alarm Security Central/Lake Norman

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Morgan County, AL Chandler, AZ Tempe, AZ Washington, DC Boca Raton, FL Cary, NC Durham County, NC Guilford County, NC Kernersville, NC Delaware County, OH Denton County, TX Grand Prairie, TX Houston, TX

Henrico County, VA James City County, VA Richmond, VA York County, VA

PSAPs in Testing or Implementation OO OO OO OO OO OO OO OO OO OO

Collier County, FL Alpharetta, GA Boston, MA Prince George’s County, MD Johnson County, NC Munroe County, NY Bucks County, PA League City, TX Loudoun County, VA Seattle, WA

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AICC REPORT

An Argument for a Rewritten Section 275 By Louis T. Fiore

he quote “Those who forget the past are doomed to repeat it” is attributed with a few variations to many authors. But Kurt Vonnegut summed it all up when he wrote, “I’ve got news for [them], we’re doomed to repeat the past no matter what. That’s what it is to be alive.” The U.S. Court of Appeals for the District of Columbia has recently upheld the FCC’s Open Internet order passed last year. It defines internet service providers (ISPs) as common carriers under Title II of the Communications Act, and applies the rules to mobile broadband providers. As it’s generally explained in the consumer press, the basic premise is that traffic on the networks should be treated equally with no blocking or slow-downs -- so-called Net Neutrality. FCC Chairman Tom Wheeler is a huge advocate, as is President Obama. Wheeler called the decision a win for consumers. “[This] ruling is a victory for consumers and innovators who deserve unfettered access to the entire web, and it ensures the internet remains a platform for unparalleled innovation, free expression and economic growth,” Commissioner Wheeler said. “After a decade of debate and legal battles, [this] ruling affirms the Commission’s ability to enforce the strongest possible internet protections – both on fixed and mobile networks – that will ensure the internet remains open, now and in the future.” So Net Neutrality looks like this: The gatekeepers may not block or throttle our information. They may not ask information to pay tolls. They may do nothing that unreasonably disadvantages users or content providers. While not wishing to take sides in this debate and in our parochial view, the Alarm Industry Communications Committee, which represents installers, monitoring companies

and manufacturers of burglar and fire alarm equipment as users of the IP network, is constantly wary of discrimination from common carriers especially when they are providing the same services that alarm monitoring companies provide. This is because as competitors they have a history and every reason to use their control of the network to gain a competitive advantage. As provider networks move towards broadband technology, we want to be sure that the existing safeguards that the alarm industry now operates under are updated and applied to broadband services and any new technology that come on line. At the end of the day, because of the small business nature of the alarm industry and our dependency upon service providers who seek to be our competitors, the need to provide adequate safeguards for the alarm industry remains as necessary today as it was in the Telecommunications Act of 1996. Accordingly, we will call upon Congress to modernize our status to reflect current advances in technology and to account for future market changes that will inevitably occur. We have had a history with the major carriers, going back to the original Ma Bell, aka AT&T. AICC was able to have Congress include a section into the Communications Act of 1996 (Section 275), to help preserve that small business nature of our industry. The exact nature of how Net Neutrality works for the alarm industry might not be so straightforward. From a 60,000 foot view, two opposing thoughts seem to pop out: 1) it should make it difficult for Internet Service Providers (ISPs) competing with that alarm industry from getting the upper hand, and 2) as some espouse it might inhibit innovation in a broader sense, although Chairman Wheeler believe it will have the opContinued on page 23

FCC Ruling on Transitioning TDM-Based Service In important news to our industry, on July 15, 2016, the FCC released a much anticipated Declaratory Ruling, Second Report and Order on Reconsideration in the Technology Transitions proceeding, which materially reshapes the way local exchange companies must meet FCC requirements when transitioning TDM-based voice service (i.e. POTS) to another technology, be it IP-based, wireless or other. In a nod to AICC and to ADT, the FCC included some of our comments in the order. Specifically, the FCC has now adopted rules to streamline the process by which incumbent local exchange carriers (“ILECs”) may discontinue legacy TDM-based voice service in favor of IP-based technology. In a nutshell, the FCC has adopted a rule called the “adequate replacement” standard. Any ILEC applicant for a technology discontinuance may demonstrate that a service is an adequate replacement for a legacy voice service. This Order then creates a meaningful opportunity for our industry in that the Commission also supports any further industry standard testing efforts. AICC intends to pick up on this as a mandate to work with the various ISPs to create a standard or standards for the reliable transmission of alarm signals over these facilities. More on this subject in the future.

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Fall 2016

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SIAC Feature

Security Industry, Police and the Public Benefit from The Model Alarm Ordinance By David S. Margulies

ne of the first questions city officials and public safety agencies ask, when considering ordinances governing alarm systems, is what are other cities doing? This can be problematic if the comparison includes cities that do not have a modern alarm management program in place.

A better question is what are considered best practices in alarm management. Twenty years ago, the Security Industry Alarm Coalition (SIAC), working with the International Association of Chiefs of Police/Private Sector Liason Committee (IACP-PSLC) developed a model ordinance that combined proven best practices in alarm management into a single document (The Model Alarm Ordinance) that could be shared with public safety agencies and elected officials dealing with alarm issues. Numerous joint studies were conducted on alarm management to determine the most effective measures to reduce alarm dispatches. When considering the balance between community expectations, overall public safety, limited resources and IACP recommended initiatives, such as Community Policing, the IACP-PSLC determined the best practices that were included in The Model Alarm Ordinance. “The Model Alarm Ordinance was a true game changer,” said Stan Martin, SIAC Executive Director. “Because it was based on years of research and was backed by the IACP the ordinance gained widespread acceptance, and SIAC became the go to organization when public safety agencies and elected officials needed to address issues in their communities. “When best practices from The Model Alarm Ordinance are utilized, law enforcement agencies may expect the cooperation and support from state and national alarm associations,” said Martin. “Upon enactment, an agency should expect an initial drop of at least 30 percent and up to 90 percent reductions in alarm calls for service over the course of two to three years. “With approximately 18,000 public safety agencies operating in the U.S. there is a constant need for this type of information,” said Martin. “SIAC proactively reaches out to communities that have announced plans to change their alarm management programs and is identified in other cases as a free expert resource due to its long term outreach effort to public safety leaders.” Another benefit of The Model Alarm Ordinance is that it not only saves a municipality time, but also money. “The Model Alarm Ordinance can be a good starting point for a city attorney who is asked to draft an ordinance for elected officials to consider,” said Kent S. Hofmeister, partner and specialist in municipal law at Brown & Hofmeister.

“The Model Alarm Ordinance not only saves a great deal of time and expense for the city but can usually be easily adopted to meet local needs. There is no need to reinvent the wheel when there is an ordinance that has proven effective and is not likely to be subjected to a legal challenge,” said Hofmeister. The Model Alarm Ordinance’s best practices listed below were found to be effective regardless of the jurisdiction size. The effectiveness improves with each element added. 1. Enhanced Call Confirmation (ECC) or two-call confirmation is the single most important element required for these reductions. Whether by ordinance or policy, a requirement for alarm monitoring centers to make calls to two different numbers (one typically a cell phone) prior to calling the PSAP in an effort to determine the cause of the alarm and whether or not a dispatch is required. This practice was endorsed by the IACP general membership via resolution in 2002. 2. Requiring Alarm Permits with fees - Registration of these systems is critical for the effective management of alarm programs. By recording system owner information you have responsible party documentation for fines/renewals/ policy or ordinance change notifications. Nominal fees for registration routinely cover costs associated with administration of these programs. 3. Free responses/Fines - Setting reasonable fines for alarm dispatches can be a significant deterrent to the occasional offender. Allowing a maximum of two free responses before incurring fines is advisable. When combined with restricting response to abusers, a reasonable fine structure will accomplish all reduction goals and allow for higher collection rates. Greater reductions will occur when setting free responses to one or zero. Local politics will govern this threshold. 4. Accepting Cancellations - Cancel the dispatch if the alarm company subsequently determines a response is unnecessary and contacts the 911 center with the update. Even if an officer is en route there is no justification to continue with the call, the resource should be redirected as needed.

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SIAC Feature

5. Ceasing Response to Chronic Abusers - Law enforcement should stop responding to chronic abusers. It has been determined that many will just “write checks” to cover police response (these typically are most of your worst offenders). An agency should establish a response cut-off point at 6, 8, 10 or whatever may be politically supported. Proper notice should be sent to the owner/premise with a right to appeal and/or take corrective action for reinstatement. Note: 90 percent of users have two or less alarm dispatches per year; less than 1 percent of the permit holders will ever lose response. 6. Strict Enforcement – The biggest reductions in dispatches are achieved with vigorous enforcement of the ordinance and making sure that the worst offenders, frequently banks, schools, churches and public buildings are subject to the ordinance. The Model Alarm Ordinance is now utilized by 10 SACOP (Division of State Associations of Chief of Police) state chapters and adopted by hundreds of municipalities using the above

Figure 1 Cities Considering Alarm Ordinances Changes 2016

best practices. “The successful creation of the ordinance in cooperation with leaders in law enforcement has helped maintain alarm response by highly trained police officers for the benefit of our industry’s customers,” said Martin. “Continued outreach to law enforcement will help make sure that everyone who needs this information receives it as they make decisions concerning alarm issues.”

Annual Meeting Keynote Speaker’s Connection to Alarm Industry is More than Business CSAA Annual Meeting Keynote Speaker, and New York Times best-selling author, Dr. Tasha Eurich has a personal connection with the alarm industry. “Tasha understands the importance of our industry. She and her family have been devoted alarm users for more than three decades,” says Security Central, Inc. (Centennial, CO) President Jordan Jackson. “Her personal security experiences blended with her professional leadership expertise make her the perfect keynote speaker for this year’s conference. We have been utilizing the leadership principles she shares in her fantastic book Bankable Leadership, and what a difference it has made!” “Some might call my family paranoid, but we prefer the term ‘security conscious’ (or, for CSAA purposes you can think of us as ‘forever customers’),” says Eurich. “My family and I have been proud Security Central customers for more than 30 years. And not only have Jordan and his team kept us safe in by our count more than ten houses, they have treated us as part of their family. Our relationship goes far beyond just business—Jordan and the entire

Fall 2016

company truly care about our safety and well-being. I couldn’t be prouder to be addressing Jordan’s colleagues this fall!” With a sharp focus on education for industry leaders, along with the networking opportunities for which the event is famous, the CSAA Annual Meeting gives participants content and engagement value that is unmatched at any other industry event. The meeting will be held at the Marriott Resort Marco Island, Marco Island, FL, on October 22-26. Find the complete preliminary program with schedule, sessions, and registration and housing information at csaaintl.org/2016am. Jackson encourages CSAA members to attend: “Don’t miss your opportunity to transform your business with Tasha Eurich’s intriguing insights into leadership, business, and security!”

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CSAA FALL OPERATIONS MANAGEMENT SEMINAR

“Monitoring Excellence” November 13-15, 2016 Hilton Newark Airport

November 13-15

Featuring a Tour of Affiliated Monitoring, a CSAA Five Diamond-certified, ASAP-ready Monitoring Center Sunday, November 13 Pre-Event CSAA Business Meetings: ASAP Users Group: Current, active and connected monitoring center users of ASAP will meet to discuss lessons learned, best practices, and recommendations for changes and improvements to the ASAP Program.

ASAP-to-PSAP: The Game Changer for the Monitoring Center The future is here — ASAP-toPSAP. Listen from recent GO-LIVE participants on how ASAP to the PSAP have benefited their central stations and the lessons learned along the way. ■■

Contract Monitoring Council Meeting Ice Breaker Opening Reception for all “Fall Ops” Registrants

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Monday, November 14 Continental Breakfast (sponsored by Tyco Security Products – Sur-Gard)

Learn the stages and benefits of implementation. Realize the benefits of removing communication barriers Understand what resources are available

Proprietary Council Meeting Evening Dinner on your own

General Session — Falls Ops Kick-off/ Opening Remarks/Industry Update

Tuesday, November 15

Tour of Affiliated Monitoring, Union NY

Continental Breakfast (sponsored by Tyco Security Products/Sur-Gard)

Discussion and Q&A Session with hosts from Affiliated Monitoring

Code of Excellence Overview

Lunch (sponsored by West Safety Services)

General Sessions What’s New — What’s It Do? Sponsors share new industry technology — Infobytes about new services and products you’ll want to hear about. PERS in Action! /UL Standard-1698 (1 CEU) Did you know there’s a PERS standard around the corner? Learn from PERS industry leaders and UL as panelists discuss impact of the new standard. Be prepared for change and bring home best practices to add or improve monitoring operations.

CSAA 2016 Fall Operations Management Seminar

CSAA Update: Remodeling of industry standard of conduct to emphasize the importance of employee ethics, professionalism, diversity, relationships, and expectations in the monitoring center, including best practices to improve new hire retention and standardization of performance. Round Table Exchange Come with a challenge, leave with a solution! Hot topics that are affecting central stations will be selected for discussion in a peer-topeer networking session. Actively participate by sharing and learning what others are doing, have done or are about to do to address or resolve challenges in the monitoring center. Expect a survey soon to elect topics!

Hilton Newark Airport Elizabeth, NJ

What’s New — What’s It Do? Sponsors share new industry technology — Infobytes about new services and products you’ll want to hear about. Lunch (sponsored by Secure Global Solutions) Specialized Training Techniques for Today’s Monitoring Operations (1 CEU) Panel discussion among successful training leaders on challenging areas such as video, mobile devices, smart homes, and preparing for new technology. Cybersecurity: Arming Your Operators as Your First Line of Defense (1 CEU) Understand the importance of company security policies, HR and staff engagement. Do you have everything in place that you need to address cyber threats? At Alarm Notification and Beyond… Interaction with PSAPs (1 CEU) Panel discussion of Best Practices for alarm notification, AHJ Data Management, and effective communication. How to build bridges with your PSAPs and improve public safety for everyone! CSAA MEMBER: $595 Non-Member: $695 Registration fee includes program and seminar materials, Sunday reception, tour of Affiliated Monitoring, lunch on Monday and Tuesday and all breaks. Register Now and Find Housing Information at csaaintl.org/2016fallops Participants in the 2016 CSAA Fall Operations Management Seminar are eligible for four continuing education credits (CEUs).

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CSAA NEWS CSAA Members Choose New Name, Mission

n June 7, CSAA members voted to change the name of the Association to The Monitoring Association and to approve a new mission: to advance the professional monitoring industry through education, advocacy, and public safety relationships. “Monitoring life safety events in the traditional central station model remains our core business,” said CSAA Executive Director Jay Hauhn. “That will not change. However, our demographics surveys show that members increasingly monitor much more than traditional fire and burglar alarms – they monitor video, medical devices, access control, and more. We believe the new name, while seemingly quite broad, allows room for the association to encompass all the areas our members are beginning to monitor and any into which they may move in the future.” In addition, the name change is practical. The term “Central Station” is now not as prevalent as “Monitoring Center,” and does not have much recognition outside of the industry, making public relations initiatives increasingly challenging. A number of Bylaws changes relating to membership also passed at the meeting, among them to change voting member categories from “North American Member” to four new identifying categories, and to add non-listed monitoring company to non-voting category. The CSAA Membership Committee is now working to clarify these categories and changes. The new version of the Bylaws is posted at csaaintl.org. The transition to The Monitoring Association is expected to be completed in early 2017.

Butkovich, Gilmore Elected to CSAA Board of Directors The CSAA Board of Directors will welcome two new members this fall. Steve Butkovich is Chief Technology Officer at CPI Security Systems headquartered in Charlotte, NC. As a 16-year veteran of the security industry and current CTO for CPI Security Systems, he has directly managed Service Operations, Customer Care, Central Station and Information Technology Teams during his tenure at CPI. Today Butkovich works to manage technology service providers, vendors and manufacturers to identify, develop and maintain technology solutions allowing CPI to better serve its customers with superior service and high value security and home automation. Alan H. Gillmore IV graduated from Miami University in 2000 with his B.S. in business and a minor in international business. He was an analyst at McDonald Investments LLC before joining Gillmore Security Systems of Oakwood Village, OH, his family’s 45-year-old residential and commercial security installations and services business. Gillmore currently serves as President and focuses on strategic design and implementation, enterprise control and acquisition initiatives. He earned an MBA from the

Weatherhead School of Management (Case Western Reserve University) with concentrations in strategy and finance, has received SSN’s 20 under 40 award, and has been featured in Inside Business’s “One to Watch” column.

Bay Alarm and Contra Costa County Office of the Sheriff Win National Award The Security Industry Alarm Coalition (SIAC) teamed with CSAA and the National Sheriffs’ Association to honor Sheriff David O. Livingston of the Contra Costa County Office of the Sheriff and Bay Alarm with the inaugural Sheriff/Private Security Partnership Award. This new award recognizes a strong partnership between a Sheriff’s Office and a local private sector security partner. SIAC Executive Director Stan Martin and Sheriff Mark Wasylyshyn on behalf of the National Sheriffs’ Association presented the award to Sheriff Livingston and Matt Westphal from Bay Alarm. As part of this public/private sector relationship, Bay Alarm provides the Contra Costa County Office of the Sheriff Law Enforcement Training Center with scholarship funding to assist new law enforcement recruits who are putting themselves through the basic academy. “For the past 12 years, Bay Alarm has been and continues to be a proud partner of the Contra Costa Sheriff’s Office,” said Matt Westphal, Co-President of Bay Alarm. “Our scholarship program helps prospective law enforcement officers get the training they need to start a career of keeping the public safe.” Continued on page 18

16 | CSAA Dispatch • www.csaaintl.org Fall 2016

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CSAA NEWS continued from page 16 “Bay Alarm is one of our CSAA Five Diamond Certified members meaning they strive for the best in service, training, quality, reducing false alarms and industry participation,” said Jay Hauhn, CSAA Executive Director. “In addition to these standards, their work with the community and law enforcement make them a proven leader in our industry.”

of the Central Station Alarm Association for many years,” said McEwen. “The continued close working relationship between the public safety community and CSAA is resulting in greatly improved public safety services to the public.” The award recipient must be nominated by one or more CSAA members in good standing. Two CSAA past presidents, Lou Fiore and Jay Hauhn, put McEwen’s name forward for consideration. Fiore noted that, “An essential component of CSAA’s ASAP service is its connection to the Nlets network. Chief McEwen was instrumental in bringing CSAA’s ASAP program together with Nlets.” “Chief McEwen’s leadership of FirstNet’s Public Safety Advisory Committee, and his commitment to engaging the alarm industry in FirstNet’s activities, has been critical to the advancement of our relationship with FirstNet and our favorable positioning for the future,” said Hauhn.

CSAA Verification Standard Approved at Long Last Pictured above from left to right: Sheriff Mark Wasylyshyn, Sheriff David O. Livingston, Matt Westphal, Stan Martin

McEwen is Recipient of CSAA Public Sector Award Chief Harlin McEwen is the recipient of CSAA’s 2016 Public Sector Award. This special honor is given by CSAA in recognition of a public sector individual’s contribution to the alarm industry. He was presented with the award at ESX on June 9. “It is our pleasure to recognize Chief McEwen for his tireless efforts to advance the relationship between McEwen receives his award from monitoring companies and President Petrow at ESX. our public sector partners,” said CSAA President Pam Petrow. Chief McEwen served for 13 years as the Chief of Police for the Cayuga Heights, New York Police Department before moving on to serve as the Deputy Commissioner for the NY State Division of Criminal Justice Services. He later returned to police work, serving as the Chief of Police for the City of Ithaca, NY, before taking the position of Deputy Assistant Director of the FBI. In addition, he served for more than 37 years as the Chairman of the International Association of Chiefs of Police (IACP) Communications & Technology Committee. Since 2012 he has served as the Chair of the FirstNet Public Safety Advisory Committee. “I am deeply honored with being selected for this prestigious award and have enjoyed working with the members

On August 5, ANSI announced approval of the long-awaited update of the CSAA Confirmation and Verification Notification Standard (CS-V-01), designated as ANSI/CSAA CS-V-01-2016. “My thanks to all the committee members for their work on this project and for everyone’s patience as we went through the fairly arduous process,” said Lou Fiore, past president of CSAA and outgoing chair of CSAA’s Standards Committee. With this approval, the updated standard retires ANSI/ CSAA CS-V-02-2012, CSAA’s video verification standard, and ANSI/CSAA CS-AUD-01, CSAA’s audio verification standard. “When I initiated the process that began work on these three standards some 14 years ago with the original CS-V01, my intent was to eventually combine the three into one standard, as I announced back then. The video and audio verification standards have now been successfully combined and updated into CS-V-01,” explained Fiore. “My thanks to Jim McMullen and Peter Giacalone for their leadership in chairing those two committees.” CSAA, an ANSI-accredited standards writing organization, considers industry standards to be one its most critical focus areas. The CSAA Standards Committee promotes and produces standards to help guide alarm companies in operating their central stations within ANSI guidelines. Its efforts benefit CSAA members, consumers, regulators and the security industry as a whole. This momentous event officially marks Fiore’s departure from CSAA standards activity. “I handed off the standards chair to the capable hands of Steve Shapiro some months ago but stayed on to finish the ANSI audit process for CS-V-01,” noted Fiore, “happily now concluded.” “We all owe Lou a debt of gratitude for the many years he has spent running the standards committee and establishing performance expectations that make our industry better. He has given unselfishly of his time and we, as members and participants in the industry, are better because of this,” stated CSAA President Pam Petrow.

18 | CSAA Dispatch • www.csaaintl.org Fall 2016

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CSAA Member News CSAA International is pleased to bring you the following news from and about CSAA members. Send your news items and announcements to communications@csaaintl.org. COPS Monitoring Strengthens Management and Executive Team COPS Monitoring announced recent advancements in the company’s management and executive team to meet the current and expanding needs of its growing company driven by high demand for its high-quality alarm monitoring and dealer support services. Heather Sparks has been promoted to Executive Vice President. With more than 18 years at COPS, Sparks has served in various management roles, including her most recent position of VP of Data Entry and Dealer Support. In her new role, she will have increased responsibility for attaining company goals while maintaining the highest quality standards for which COPS has become widely known. Philip Gregory was promoted to Vice President of Information Technology. With a Bachelor’s Degree in Computer Science, Gregory began his career in 1997 as a programmer and web developer. He joined COPS in 2004 as a programmer involved with the continued development of MPower, COPS Monitoring’s leading Dealer and Subscriber account management software. After 15 years as a Medical Administrator responsible for the operations of multi-specialty and ambulatory surgical centers, Kara Pickell joins COPS as Vice President of Operations to oversee its 6 central stations and its staff of more than 485 central station employees. A Rutgers University Camden Graduate, Pickell brings extensive skills and experience relevant to managing the operations of fast-paced central stations. Julie Tenerelli earned a promotion to Dealer Support Manager. For the past 9 years, she has served COPS dealers in positions such as Dispatcher, Dealer Support Representative, and Supervisor. In her new role, Tenerelli will be responsible for leading the COPS team of Dealer Support Representatives.

DICE Continues to Grow With the Addition of Operations Department

James Beaty is the new VP of Operations at DICE. Beaty, with more than 30 years of experience in the alarm industry, will oversee client relations and assist in the growth of the company. He was previously Director of New Business for United Central Control (UCC), and has also worked as General Manager of Physical Security and Director of Central Station Operations for CVS Pharmacy and AutoZone. Beaty has been a user of DICE Software systems since 1998, bringing a unique client perspective to his role as VP of Operations. Jen Balash, a seven-year industry veteran, has been promoted to the Operations team. Her new role is Director of Account Management, overseeing client and prospect customer service and managing the account management team.

Ron Kandcer Joins Continental Access as Director of Sales The Continental Access Division of Napco Security Technologies, Inc., announced the recent appointment of Ron Kandcer as Director of Sales. Kandcer comes to Continental Access with a successful career spanning over 2 decades in the access control and security industry, including sales management roles at Allegion®, Matrix Systems® and UTC® Fire & Security. He will lead Continued on page 22

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CSAA MEMBER NEWS continued from page 20 Continental’s sales force and coordinate the efforts of its US regional sales managers and training program nationwide. Based in Colorado, Kandcer is also a veteran of the US Army where was assigned to an anti-terrorism task force during the first Gulf War.

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MKS Brings on Speck as EVP to Focus on Customer Experience

ItsPayd was the recipient of three prestigious awards at the ICX Summit held in Dallas, Texas and at the CardNotPresent (CNP) Expo, held in Orlando, Florida. The cloud-based software company won the 2016 Elevate Award for Best ICX Deployment Financial Services at the ICX Summit and the Customer’s’ Choice Award for Best Mobile Solution and the Judge’s Choice Award for Best Alternative Payment Solution at the CNP Expo. ICX is an association whose mission is to “help brands apply technology to the goal of creating transcendent customer experiences.” At the ICX Summit, companies are awarded based on their ability to do just such: improve the customer experience. The CNP Expo is a celebration of innovations in the ‘card-not-present’ industry. At the expo, banks, merchants, alternative payment providers, and many more come together to network and work together in order to make a better world for safe, easy, and convenient payment options solutions.

MKS (Micro Key Solutions) announced that industry-veteran Chuck Speck had joined the team to solidify a focus on growth and the Customer Experience. The role originated as a combination of Speck’s experience in Business Development in the software solutions’ space and MKS’ dynamic growth over the past two years. Speck has spent 22 years in business development and organizational management with the past thirteen in the security industry in leadership at Bold Technologies. His passion for facilitating growth both within and outside an organization made the MKS hire a perfect fit. “I’ve always loved business development,” he say. “Not just in the traditional sense of sales and growing market share, but a

Financial Startup ItsPayd Wins Praise at ICX Summit and CNP Expo

Amherst Alarm Inc. Earns 2016 Police Dispatch Quality Award The Security Industry Alarm Coalition (SIAC) has recognized Amherst Alarm, Inc. of Amherst, New York, with its prestigious 2016 Police Dispatch Quality (PDQ) Award. The PDQ award is given to the company that promotes best practices working with law enforcement to reduce the number of unnecessary dispatches to alarm customers. The award was presented at ESX on June 9. “The judges were impressed by the comprehensive approach being taken by Amherst Alarm to reduce unnecessary dispatches for police and fire services,” said Stan Martin, SIAC Executive Director. “Their program includes using the latest technology as well as a heavy emphasis on customer education and customer service resulting in a dispatch rate of .037.” “One of our recent innovations is the creation of a new position of Client From left to right: Stan Martin, SIAC, Rodney Bosch, SSI, Timothy Creenan, Amherst Alarm Satisfaction Specialist,” said Timothy Inc., Gordon Hope, Honeywell.) M. Creenan, CEO and founder. “A Client Satisfaction Specialist will contact anyone having trouble using their system and offer system training.” Another innovation is utilizing analysis tools to identify clients that are not using their systems. This proactive approach builds customer loyalty and gives clients the confidence to engage their systems in a way that does not create false alarms.” “Winning this award was a team effort,” said Creenan, “through the hard work and dedication of our 65 team members who share our commitment to working with local public safety agencies and our customers to enhance safety in our community.” 22 | CSAA Dispatch • www.csaaintl.org Fall 2016

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EXCELLENCE AWARDS continued from page 1 central station — a distinction that only three to four percent of job applicants are awarded. The company has an entire recruiting team working full time to hire only the most qualified employees. College degrees or military experience is required to work at Rapid, and the company also uses several different tests to evaluate applicants, including tests for predictive analysis, cognitive skills, typing skills and others. “This kind of work, handling emergencies all day long, is not for everybody. Not everybody can do it,” Hertel describes. “A lot of our hiring process is built around making sure potential employees can do the job, but more importantly will like doing the job.” Hiring top-tier central station employees isn’t the only thing that makes Rapid stand out in the industry, however. It is the way they train them and retain them, too — and that comprises the second leg of the virtual stool. Counting more than five million signals per week between their two locations (New York and California), extensive training is a must. In addition to several weeks of formal classroom training and floor training with trainers and supervisory staff, advanced skill-set training continues throughout the employee’s tenure. Rapid has 25 full-time corporate and floor trainers to help ensure success. Many of the trainers have master’s degrees in education. Expecting your employees to work at a high level at all times requires incentives, a welcoming work environment and opportunities. Rapid’s leadership development program allows employees to work in every department of the business throughout a one-year period, whereby at the end, the company tries to find participants a management spot

where they can continue advancing. In 2005, to serve a growing customer and dealer base whose first language is Spanish, Rapid began offering an elective corporate Spanish language program is planning to roll out other language courses to coincide with the company’s expansion and in response to demographic changes, including Canadian French and Asian dialects. The third leg that keeps Rapid’s stool upright is technology. The company invests millions of dollars annually into its own software development and new hardware, resulting in dozens of new features and services each year. Scheduling, data change requests and more are all paperless and electronically integrated. Employee break requests and shift changes are electronic and granted through one platform. In 2013, the company was one of the early adopters of the ASAP-to-PSAP program, which allows verified alarm signals to automatically be dispatched to participating 911 centers. Rapid also offers two-way voice monitoring, video services, remote monitoring and mobile services, and email and text message alerts. Much of the technology that Rapid develops and implements helps the central station in reducing false alarms and false dispatches. In addition to enhanced call verification (ECV), which it rolled out company-wide eight years ago and filters over 87 percent of the burglar alarms the company receives, additional automation setups look for previous dispatches and push different instructions out to the operators for processing, helping reduce multiple false dispatches. “[What sets us apart] is the constant, unrelenting drive to

CSAA Central Station Excellence Awards

2016 CSAA Congratulates the 2016 Excellence Awards Finalists Central Station of the Year ADT Security Services and Vector Security Inc.

Central Station Operator of the Year Morgan Dieterle, Tyco/Fifth Third Bank and Hollie Smith, Universal Atlantic Systems (UAS)

The CSAA Central Station Excellence Awards have been formally recognizing top-notch professionals in the industry for more than a decade. The awards recognize exceptional personnel in the industry, as well as the most outstanding central stations (CSAA members and non-members) that are certified by any CSAA-approved Nationally Recognized Testing Laboratory (NRTL), such as UL, FM Global and Intertek/ETL.

Central Station Support Person of the Year Dave Mann, Kings III Emergency Communications, and William Sims, Kastle Systems

Read more about this year’s winners and finalists at http://www. sdmmag.com/articles/92700-excellence-awards-winnersdemonstrate-commitment

Central Station Manager of the Year Ernie Cole, Doyle Security Systems Inc., and Thomas Tardiff, Kastle Systems

24 | CSAA Dispatch • www.csaaintl.org Fall 2016

be the best at whatever it is we want to do, whether training or putting together a brochure. It’s our attention to detail and desire not to just be OK. We have a drive and we are going to build [the business] the old-fashioned way. We will continue to work hard and earn that business and not buy our way through,” Hertel says.

Central Station Manager of the Year Michelle Lindus, Vivint Smart Home, Provo, UT

Workforce IEX platform. In addition, she introduced a cancel signal procedure, which has decreased false alarm volume by 26 percent, as well as implemented enhanced call verification for reduced false dispatches and revamped operator scripts to improve customer interaction. One of Lindus’ strongest attributes as a leader is her drive to continue learning, as well as her ability to share knowledge and mentor others. Within the last few years, she began leveraging SDI (strength, development, inventory) training and was able to get a Vivint employee certified to teach the practice. “The qualities I admire most about her are the personal connections she makes with her team members and how she truly leads, not just manages,” says Amy Becht, director of central stations at Vivint.

Central Station Operator of the Year Amy Cerney, Vivint Smart Home

Amy Cerney (left) and Michelle Lindus

Photo by SRD Photography

In an anonymous leadership survey at Vivint Smart Home, one co-worker said Michelle Lindus’ “leadership is strong and felt in a positive way.” Another noted, “She is a wonderful manager and always goes the extra mile in everything that she does … I look forward to working with her for years to come.” As demonstrated by the feedback from her peers, Lindus truly leads by example, just like the time she came in on the third shift of New Year’s Eve when there is historically high call volume to make sure there would be an extra person working alarms if needed. She rang in the New Year with her team and stayed until 3 a.m. Lindus started working at Vivint 12 years ago as a representative and has since then held every position that now reports to her as central station manager. She has a large number of responsibilities, leading a team of 140 people, including monitoring representatives, monitoring leadership, admins, and the false alarm reduction team out of the company’s Utah location. “I’d say my biggest responsibility and most important to me is taking care of our customers — their safety, their lives and their property. I believe that if I keep that as the number 1 priority, then the rest falls into place,” Lindus says. Lindus has implemented new ways of using the outbound IVR (interactive voice response) and email-to- text features to improve operator response during emergencies. She spearheaded a project transitioning from spreadsheets for staff modeling and real-time tracking to the company’s Fall 2016

Amy Cerney’s love of helping people shines brightly through her interaction with others. Despite working for Vivint Smart Home as a monitoring representative for an entire decade, Cerney has chosen to remain in her role as an operator on the front lines because she loves directly helping customers. Amy Becht, director of central stations at Vivint, says that Cerney genuinely cares about other people and about her work. “If there is a problem, [she] will run toward the proverbial fire and find a solution. I don’t think you can teach that,” Becht adds. Cerney’s productivity and quality scores for graded customer interaction are regularly above department goals. She also serves as a strong example and mentor to peers. Cerney has had her calls featured multiple times in a company-wide report as an exceptional example of how to take care of customers. “I really like helping people, whether it’s something minor with an account or an actual emergency situation,” Cerney shares. “I’ve learned how to keep calm and get them through the situation.” There is one story that perfectly illustrates Cerney’s true love of helping people. A co-worker of Cerney’s with whom she had a typical pleasant co-worker relationship, but no relationship outside of work, was diagnosed with a genetic disease that causes kidney failure. As his condition deteriorated, he was in need of a transplant. Cerney felt moved to get tested and see if she was a match. She in fact was an exact match to her coworker and in February 2016, Cerney helped save his life by giving him her kidney. “Amy is a shining example of what it means to go above and beyond and truly embrace the values of Vivint and the security industry as a whole to save lives and step up to protect those in need,” Becht says. “In addition, she really just adds to a very enjoyable workplace; she goes out of her way to make this a great place to work.” Continued on page 26 www.csaaintl.org • CSAA Dispatch | 25

EXCELLENCE AWARDS continued from page 25

Central Station Support Person of the Year David Carter, Vector Security, Inc.

David Carter

Photo Courtesy of Vector Security

David Carter goes the extra mile to ensure that operators can do their job. Carter began his career with Vector Security 18 years ago, starting in the data entry department as an operator and progressing to tech support leader. He’s been an indispensable leader in this position for the last eight years.

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“David is always willing to help both within his job description and in other areas. He is constantly working to make sure equipment is doing its job and he is the primary person for our disaster recovery plan,” says Anita C. Ostrowski, vice president of central station services at Vector Security. In fact, twice monthly, Carter spends time running simulated disasters with staff to make sure everyone is prepared for any type of emergency. In 2015, Carter clocked 257 hours in overtime to help the central station with a variety of issues, including covering the floor as an operator in the event of staffing or weather issues, responding to equipment issues, new equipment installations, actual disasters and other extended projects. “He knows the importance of his job and he’s literally available 24/7/365,” Ostrowski says. “David is willing to step up and get the job done. He has a very good work ethic.” One of Carter’s unique attributes is his propensity to learn. He continually looks for opportunities to improve his performance, including being one of three certified Cisco Phone Switch Administrators at Vector Security. “I love to learn. I’m always looking to learn new things, new training, new experiences,” Carter shares. It took Carter a few days after receiving his award for Central Station Support Person of the Year for it all to sink in, he says. “I feel honored having this award. Vector Security has done a lot for me and I like to think I do my job the best I can,” he says.

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Regulatory Update Wireless Report

By John Prendergast

FirstNet Developments FirstNet RFP Status: On May 31, 2016, the First Responder Network Authority (FirstNet) accepted bids in response to the Request for Proposal (RFP) for its Nationwide Public Safety Broadband Network (NPSBN). FirstNet Chairwoman Sue Swenson has indicated: “We want to make an award sometime later this year.” On May 31, FirstNet CEO Mike Poth said a contract may be awarded “as soon as November.” Industry experts project that the RFP winner will spend at least $40 billion to build the FirstNet system. According to the RFP, a multi-phase assessment will take place. Proposals will initially be evaluated for completeness. Surviving bids will then be assessed for ability to make the annual payments to FirstNet for the life of the contract and ability to provide coverage nationwide, including rural areas. The winner is to be chosen based on the following factors: Business Management, Coverage and Capacity, Products and Architecture, Past Performance, and a “Value Proposition Assessment.” AT&T: As reported by Urgent Communications, AT&T on July 21 announced that it has submitted an RFP bid, meaning at least three bidding teams are vying for the 25-year deal with FirstNet. John Stephens, AT&T’s CFO and senior executive vice president, stated: “While we are not going to elaborate, AT&T has applied to be a participant in the broadcast spectrum auction and has also submitted a bid in the FirstNet process that is currently

underway.” AT&T’s statement means that there are at least three announced bidding teams vying for the right to build and operate FirstNet’s proposed NPSBN during the next 25 years. AT&T has declined to name any of the partners on its bidding team, although it is rumored that Motorola may be part of that effort Rivada Mercury: WirelessWeek, among others, is reporting that the “Rivada Mercury” team has provided some details on the bid it submitted to be FirstNet’s primary contractor to build the public safety network for first responders. Headed by former Sprint CFO Joe Euteneuer, Rivada Mercury is comprised of Ericsson, Nokia, Intel Security, Rivada Networks, Harris Corporation, Fujitsu Network Communications, and telecom construction firm Black & Veatch. “Our team’s approach to FirstNet offers many benefits for America’s public safety community, namely we will provide public safety with a purpose-built Band 14 network and immediate turn-key access to the largest non-Band 14 coverage footprint in the U.S.,” Euteneuer said. The team plans to use “Dynamic Spectrum Arbitrage” technology which allows for 4G mobile network capacity to be bought and sold in real time and in response to market demand. “ Other notable members of the company include former Governors Jeb Bush (R - Florida) and Martin O’Malley (D Maryland) as board directors. Other bidders: pdvWireless, a company led by several former Nextel Wireless executives (including Morgan O’Brien) has announced that it submitted a bid. pdvWireless has declined to name any of the partners on its bidding team. Verizon has remained completely silent about any participation in the RFP. Alarm Operation status as “public safety”: FirstNet has not yet acted on AICC’s proposal that alarm operations be classified as “public safety” for purposes of having prioritized access to the NPSBN.

FCC Adopts 5G “Spectrum Frontiers” Rules At the July 14 meeting the FCC voted to adopt rules designed to identify and open up the high frequency airwaves known as millimeter wave spectrum. Specifically, the new rules open up almost 11 GHz of spectrum for flexible use wireless broadband – 3.85 GHz of licensed spectrum and 7 GHz of unlicensed spectrum, for a total of 10.85 GHz. The primary goal of this allocation is to provide spectrum necessary for 5G operations, which will help to clear the way for the Internet of Things (IoT). The Spectrum Frontiers initiative will not only enable wireless carriers to shift much of their data traffic from the cellular network to 5G, but will also create a new source of unlicensed spectrum that may be useful to alarm device manufacturers. The Order creates a new Upper Microwave Flexible Use service in the 28 GHz (27.5-28.35 GHz), 37 GHz (3738.6 GHz), and 39 GHz (38.6-40 GHz) bands, and an unlicensed band at 64-71 GHz, with the following specifications: ■■

Licensed use in the 28 GHz, 37 GHz and 39 GHz bands: Makes available 3.85 GHz of licensed, flexible use spectrum, which is more than four times the amount of flexible use spectrum the FCC has licensed to date. OO

■■

Provides consistent block sizes (200 MHz), license areas (Partial Economic Areas), technical rules, and operability across the exclusively licensed portion of the 37 GHz band and the 39 GHz band to make 2.4 GHz of spectrum available. Provides two 425 MHz blocks for the 28 GHz band on a county basis and operability across the band.

Unlicensed use in the 64-71 GHz band: Makes available 7 GHz of

28 | CSAA Dispatch • www.csaaintl.org Fall 2016

unlicensed spectrum which, when combined with the existing highband unlicensed spectrum (57-64 GHz), doubles the amount of high-band unlicensed spectrum to 14 GHz of contiguous unlicensed spectrum (57-71 GHz). This 14 GHz will be 15 times as much as all unlicensed Wi-Fi spectrum in lower bands. ■■

Shared access in the 37-37.6 GHz band: Makes available 600 MHz of spectrum for dynamic shared access between different commercial users, and commercial and federal users.

The Order also creates a dedicated sub-band for federal and non-federal entities to share in the 37-37.6 GHz segment, adopts several mechanisms to provide flexibility to satellite operators and predictability to terrestrial operators, adopts an ex ante spectrum holdings limit of 1250 MHz applied to auctioned spectrum in these bands, and a spectrum threshold of 1250 MHz for case-by-case review of secondary market transactions. The Order also addresses security issues by requiring licensees to file a statement before deployment that includes, at a high level, certain security-related information, such as a description of participation in standards body security work, a basic description of its intended approach to security, and the implications its security design approach will have for other parts of the 5G ecosystem. This disclosure is, according to the Fact Sheet, intended to accelerate investments in development and implementation of new devices, systems, and services for the upper bands through early identification of licensees’ approach to security, which could be important for alarm device manufacturers. The Order establishes a number of technical rules, including power levels as follows: ■■ Base Station Power: Adopt transmit power limit of 75 dBm/100 MHz based upon anticipated deployment needs. Fall 2016

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Mobile Power: Adopt 43dBm EIRP transmit power as proposed in the NPRM. Transportable Power: Maximum power of 55dBm EIRP.

Finally, the document includes a Further Notice of Proposed Rulemaking that proposes additional bands for consideration: 24-25 GHz (24.2524.45/24.75-25.25 GHz), 32 GHz (31.8-33.4 GHz), 42 GHz (42-42.5 GHz), 48 GHz (47.2-50.2 GHz), 51 GHz (50.4-52.6 GHz), 70 GHz (71-76 GHz), and 80 GHz (81-86 GHz). It also seeks comment on how the FCC can provide access to additional spectrum above 95 GHz.

Programmatic Agreement for the Collocation of Wireless Antennas (Collocation Agreement) and the Nationwide Programmatic Agreement Regarding the Section 106 National Historic Preservation Act Review Process (NPA). These agreements tailor and streamline the review and consultation procedures routinely required by the National Historic Preservation Act of 1966 (NHPA) and the implementing regulations issued by the Advisory Council. Specific violations included: ■■ failure to conduct the appropriate environmental tests before constructing towers; ■■

FCC Cracks Down on Violation of Environmental Rules The FCC recently sent out several violation citations for failure to comply with Commission’s regulations implementing the National Environmental Policy Act of 1969 (NEPA) and other federal environmental statutes and related licensing rules. The letters were sent to larger entities such as US Cellular and the Canadian National Railroad, as well as smaller licensees. Thus, the FCC is engaging in a focused enforcement crack down concerning tower violations, and may continue this effort. Therefore, alarm companies owning or mounting antennas on antenna structures will want to make sure the structure is compliant, before any inspection or complaint focuses FCC attention on it. Under the Commission’s rules, an applicant must consider, prior to initiating construction or deployment, whether the facility it proposes to build or use may have a significant effect on the environment. As part of this review, applicants must consider whether their proposed facilities would affect properties listed or eligible for listing in the National Register of Historic Places. This consideration involves a specific set of prescribed procedures set forth in the rules of the Advisory Council on Historic Preservation (Advisory Council), as modified by the Nationwide

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failure to file requisite environmental assessments (EAs) and license applications and awaiting the Commission’s ruling on such submissions; improperly certifying that facilities would have no significant effect on the environment when a State Historic Preservation Office (SHPO) had in fact objected; and failing to submit EAs for the Commission to process before registering towers.

The letters did not specify any penalty for the violations, but noted that future violations may result in additional action, including the imposition of monetary penalties, and that similar conduct may provide grounds for an upward adjustment in the amount of a penalty.

FCC Increases Application Fees to Reflect Inflation On July 7, the FCC issued an Order increasing application filing fees to reflect the net change in the Consumer Price Index for all Urban Consumers (“CPI-U”) of 1.8 percent, an increase of 4.292 index points calculated from October 2013 (233.546) to October 2015 (237.838). The new fees go into effect on August 26. CSAA will need to be cognizant of the new fee increases when submitting applications to the FCC as a frequency coordinator. ■■ Part 90 Private Land Mobile (does www.csaaintl.org • CSAA Dispatch | 29

REGULATORY UPDATE not include regulatory fees collected with applications) OO

New or Renewal/Major Modification (below 470 MHz) $70 License Assignment/Transfer of Control $70 Special Temporary Authority $70

Rule Waiver $200

Consolidate Call Signs $70

ity, and cost of providing the public with access to 9-1-1 services during times of emergency when mobile service is unavailable, through: ■■ telecommunications service provider-owned WiFi access points and other communications technologies operating on unlicensed spectrum, without requiring any login credentials; ■■

FCC Adjusts Forfeiture Amounts for Inflation

As required by the Federal Civil Penalties Inflation Adjustment Act Improvements Act of 2015 (Penalties Act), the FCC has adjusted its forfeiture schedule in order to take inflation into account when setting fines. The maximum daily amount for private radio licensees that use their stations for private internal communications is now going to be $18,936 per day of violation. It is important to note that the FCC has the power to impose fines for each day of a continuing violation. Thus, in theory, the FCC could take the base amount and multiply it by the number of days of violation and impose that amount up to the statutory maximum of $383,038 for non-commercial private radio licensees.

Legislative Update S.2997 - Securing Access to Networks in Disasters Act of 2016 Sponsor: Sen. Cantwell, Maria [DWA] (Introduced 05/26/2016) Committees: Senate - Commerce, Science, and Transportation Latest Action: 06/29/2016 Committee on Commerce, Science, and Transportation. Ordered to be reported with an amendment in the nature of a substitute favorably. (All Actions) This bill is the Senate counterpart of H.R. 3998, described in the last Wireless Report. It also requires the FCC to create a master point of contact directory for effective communications between public safety answering points and telecommunications service providers. The FCC must submit a study on the public safety benefits, technical feasibil-

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non-telecommunications service provider-owned WiFi access points; and other alternative means.

The types of emergencies subject to this bill are: (1) occasions or instances under the Robert T. Stafford Disaster Relief and Emergency Assistance Act for which the President determines that federal assistance is needed to supplement state and local efforts and capabilities to save lives and to protect property and public health and safety, or to lessen or avert the threat of a catastrophe in any part of the United States; or (2) an emergency declared by the governor of a state or U.S. territory. The Stafford Act would be amended to include all categories of communications service providers (currently, only telecommunications service providers) among the essential service providers that may access a disaster site to restore and repair essential services in an emergency or major disaster without being denied or impeded by a federal agency. Communications services would include wireline and mobile telephone, Internet, radio and television broadcasting, cable, and direct broadcast satellite services. This legislation is designed to institute some of the measures that the wireless industry seeks to avoid through its voluntary disaster protocol. The alarm industry will want to monitor these proceedings to ensure any issues with alarm services are adequately addressed. H.R.5390 - Cybersecurity and Infrastructure Protection Agency Act of 2016 Sponsor: Rep. McCaul, Michael T. [R-

TX-10] (Introduced 06/07/2016) Committees: House - Homeland Security; Energy and Commerce; Oversight and Government Reform; Transportation and Infrastructure Latest Action: 06/08/2016 Ordered to be Reported (Amended) by Voice Vote. (All Actions) This bill amends the Homeland Security Act of 2002 to redesignate the Department of Homeland Security’s (DHS’s) National Protection and Programs Directorate as the Cybersecurity and Infrastructure Protection Agency (CIPA) to be headed by a Director of National Cybersecurity (appointed by the President with the Senate’s consent) to lead national efforts to protect and enhance the security and resilience of U.S. cyber and critical infrastructure. Relevant to the alarm industry, an Office of Biometric Identity Management is established within DHS to provide biometric identity services to support antiterrorism, counterterrorism, border security, credentialing, national security, and public safety; enable operational missions across DHS by matching, storing, sharing, and analyzing biometric data; operate Biometric Support Centers to provide biometric identification and verification analysis and services to DHS, federal, state, local, territorial, and tribal agencies, foreign governments, and the private sector; make government-wide biometric conformity standards; and enter data sharing agreements with federal agencies to support immigration, law enforcement, national security, and public safety missions. To the extent that alarm companies process or make use of biometric data, the Office of Biometric Identity Management will become a new entity with which to establish professional relations. H.R.5236 - RESPONSE Act of 2016 Sponsor: Rep. Eshoo, Anna G. [D-CA18] (Introduced 05/13/2016) Committees: House - Energy and Commerce Latest Action: 05/24/2016 Sponsor introductory remarks on measure. (CR

30 | CSAA Dispatch • www.csaaintl.org Fall 2016

E776) (All Actions) This bill requires the Federal Communications Commission to adopt rules to ensure that call location information is conveyed with 9-1-1 calls, including calls from multi-line telephone systems, regardless of the technological platform used. S.3026, H.R.4932 - ROBOCOP Act Sponsor: Sen. Schumer, Charles E. [D-NY] (Introduced 06/07/2016) Rep. Speier, Jackie [D-CA-14] (Introduced 04/13/2016) Committees: Senate - Commerce, Science, and Transportation House - Energy and Commerce Latest Action: 06/07/2016 Read twice and referred to the Committee on Commerce, Science, and Transportation. (All Actions) 04/15/2016 Referred to the Subcommittee on Communications and Technology. (All Actions) This bill requires the FCC to prescribe regulations that require providers of telecommunications services or IP-enabled voice services, for no additional charge, to enable technology for: (1) subscribers originating a telephone call to verify the accuracy of their caller identification information; and (2) subscribers receiving a call to use, with the option to disable, to determine whether an incoming call is verified as providing caller identification information that accurately identifies the person originating the call and to prevent the subscriber from receiving a call that is not verified. Service providers must also offer a free option for subscribers receiving a call to: (1) identify a call as originating from an automatic telephone dialing system or as using an artificial or prerecorded voice, and (2) prevent themselves from receiving such a call unless it is made by a public safety entity or the subscriber provides prior consent to receive the call. The FCC must provide an exemption process for subscribers originating a call to demonstrate: (1) their legitimate need to provide misleading or inaccurate information (such as a call to conduct an activity of a domestic violence shelter or medical practice), or (2) that the FCC Fall 2016

has exempted a call for law enforcement purposes or because of a court order. The bill allows private actions to enjoin or recover damages for violations of the FCC’s caller identification technology standards. States may bring civil actions for a pattern or practice of a failure to provide such technology or options. The bill also subjects to civil forfeiture penalties, criminal fines, or state actions persons who intentionally cause call-blocking technology to: (1) incorrectly identify calls as originating from an automatic dialing system or using an artificial or prerecorded voice, or (2) prevent the called party from receiving a call made by a public safety entity or a call to which it has provided its prior consent. Although the legislation does provide for a public safety exemption, it will be necessary to monitor it to ensure the exemption covers alarm companies. Current text specifies, “… public safety entity, including a public safety answering point, [i.e., a facility that has been designated to receive emergency calls and route them to emergency service personnel], an emergency operations center, or a law enforcement agency…” Alarm companies that use robocalling for legitimate purposes, such as confirming service appointments or following up on unanswered alarm calls, will want to monitor this legislation to ensure that any resulting laws do not take away a valuable business tool, and raise costs.

Wireline Report

By Mary J. Sisak

FCC Issues Technology Transitions and Access Charges Order On July 15, 2016, the FCC released a Declaratory Ruling, Second Report

and Order on Reconsideration in the Technology Transitions proceeding,* which materially reshapes the way local exchange companies must meet FCC requirements when transitioning TDMbased voice service to another technology, be it IP-based, wireless or other. Specifically, the FCC has now streamlined the process by which incumbent local exchange carriers (“ILECs”) may discontinue legacy TDM-based voice service in favor of IP-based technology; it has adopted rules to process such transitions on a streamlined basis. The Order also changes the provision of interstate access charges through tariffing. The Order contains new rules applicable to technology transition discontinuance applications. The Order makes clear that legacy TDM voice discontinuance as part of a technology transition implicates Section 214’s prior consent requirement under the Communications Act. And, although an automatic grant path is now available as a result of the Order, the necessary elements of the related new requirements are not simple. The basis for streamlined treatment is referred to in the Order, and its new rules, as the “adequate replacement test” which requires a showing across three basic elements in order to qualify for automatic grant. Failure to meet any of these factors will subject the applicant to non-streamlined Section 214 processing for any legacy voice discontinuance. Any ILEC applicant for a technology discontinuance may demonstrate that a service is an adequate replacement for a legacy voice service by demonstrating the following: (i) substantially similar levels of network infrastructure and service; (ii) compliance with existing federal and/or industry standards required to *In the Matter of Technology Transitions, USTelecom Petition for Declaratory Ruling That Incumbent Local Exchange Carriers Are Non-Dominant in the Provision of Switched Access Services, Policies and Rules Governing Retirement Of Copper Loops by Incumbent Local Exchange Carriers, Declaratory Ruling, Second Report and Order on Reconsideration, GN Docket No. 13-5, WC Docket No. 13-3, RM11358, rel. July 15, 2016 (Technology Transitions Order or Order). www.csaaintl.org • CSAA Dispatch | 31

REGULATORY UPDATE ensure that critical applications such as 911, network security, and applications for persons with disabilities become available and (iii) interoperability and compatibility with an enumerated list of applications and functionalities determined to be key to consumers and competitors. According to the FCC, whether a service is an adequate replacement for a legacy voice service with respect to network performance will be measured by latency and data loss. In order to meet the service availability aspect of the network performance standard and be eligible for an automatic 214 grant, “an applicant must demonstrate a service availability of 99.99 percent. Although the FCC did not adopt AICC’s recommendation and require 99.999 percent availability, it specifically rejected its own proposal of 98 percent reliability, at least in part based on AICC’s comments, because it would allow too much downtime. The FCC concluded “that if a replacement service faces that much service downtime, the Section 214 application should not eligible for automatic grant.” The FCC established the following formula and definitions for carriers to demonstrate satisfaction of the 99.99 percent standard: Availability = 1 -[ ( (number of customer trouble reports) x (Average repair interval) ) / ( (number of lines (prorated)) x (observation period duration)) ] For the purpose of this calculation, the following definitions apply: • A “customer trouble report” is any report regarding trouble with service made by a customer to a carrier’s service department in which the customer reports either: (1) a total loss of connectivity, or (2) an inability to make and/or receive any voice calls using the carrier’s voice replacement service while other services provided over the customer’s connection may continue to function. • A “repair interval” is the elapsed time, as on a running clock, from when a customer reports a trouble to the carrier’s service department until the carrier’s repair of the trouble is

complete and the customer’s service is restored. The FCC singled out the alarm industry for beneficial treatment in the context of the “interoperability with key applications and functionalities” factor, discussed above. The FCC specifically requires that “adequate replacement” for legacy voice be interoperable with home alarm services. The FCC intends to develop a list for other applications and functionalities, but the initial list, termed “key applications” by the FCC, includes home security alarms, medical monitoring devices, fax machines, analog-only caption telephone sets and point of sale terminals. Importantly, the FCC intends to sunset this compatibility requirement for replacement services in 2025. The FCC’s Order notes that a carrier’s adherence to an industry standard, such as the Managed Facilities Based Voice Network standard proposed by ADT, would be influential in demonstrating compliance with the “applications and functionalities” criteria discussed here. The FCC specifically supports further industry standard testing efforts. Also, as argued by AICC, the FCC found that one replacement service must satisfy all of the criteria to retain eligibility for automatic grant. It bears noting, however, that the Commission’s Order contains a loophole called a “totality of circumstances” demonstration that carriers may attempt if they are not able to satisfy the alternative replacements showing. The FCC has exempted “small businesses, including rural LECs who satisfy the standard [small business] for this designation” from network testing requirements part of the test. The Order further prescribes consumer education and notification requirements, including preferred notice methods (e-mail) and specific company contact information in the case of copper retirements. It appears from the Order that the applications/certifications seeking streamlined treatment will go on public notice first, with an attendant opportunity to challenge the carrier’s showing. With respect to access charge reform, the FCC decided that a change

to non-dominant classification is warranted for incumbent local exchange carriers (ILECs). The result of this ruling is that ILECs are now relieved of tariffing obligations, with some exceptions, otherwise arising from dominant classification. This means that ILECs are relieved from mandatory tariffing obligations. Thus, offering interstate access on a detariffed basis is permissive, but not mandatory.

AICC Files Comments in DC Backup Power Proceeding AICC filed comments on the Notice of Proposed Rulemaking (NOPR) released by the DC Public Service Commission, in which the Commission asked for comment on new Section 2725 of Chapter 27, “Regulation of Telecommunications Service Providers” of Title 15 of the District of Columbia Municipal Regulation. In proposed Section 2725, the Commission requires “telecommunications service providers that provide regulated local exchange service to customers using facilities that are not powered by the telecommunications service provider to provide a standby backup power unit” and “to inform customers of the need for a standby backup power unit when the customer purchases regulated local exchange service provided over these facilities as well as annually.” AICC supported the Commission’s proposal to require telecommunications service providers that offer regulated local exchange service on facilities that are not line-powered to provide customers with a standby backup power unit for all provider-furnished equipment and devices installed and operated on the customer premises that must remain powered for local exchange service to operate for at least twenty-five (25) hours after an outage. AICC also recommended that the Commission expand the scope of the rules so that backup power is required not only for provider-furnished equipment and devices installed and operated on the customer premises, but also communications equipment that is field deContinued on page 42

32 | CSAA Dispatch • www.csaaintl.org Fall 2016

CSAA Five Diamond Central Stations These central stations have received or renewed their CSAA Five Diamond certifications since the publication of the Summer 2016 issue of Dispatch. CSAA applauds their commitment to the highest training standards in the central station monitoring industry. Acadian Monitoring Services (Baton Rouge, LA) Baton Rouge, LA since 05/2009 www.acadian.com Acadian Monitoring Services (Elk Grove Village, IL) Elk Grove Village, IL since 12/2010 www.acadian.com Acadian Monitoring Services (Lafayette, LA) Lafayette, LA since 01/ 2005 www.acadian.com ADT Canada, Inc. (Montreal) Montreal, QC, Canada since 08/2007 www.protectron.com ADT Canada, Inc. (Burnaby) Burnaby, BC, Canada since 08/2007 www.protectron.com ADT Canada, Inc. (Ottawa) Ottawa, ON, Canada since 08/2007 www.protectron.com ADT Canada, Inc. Quebec City, QC, Canada since 08/2007 www.protectron.com AFA Protective Systems, Inc. Syosset, NY since 01/2014 www.afap.com Alarm Central, LLC Kansas City, MO since 03/2006 www.alarmcentral.net Alarm Tech Central Services, Inc. Ronkonkoma, NY since 12/2009 www.alarmtechcentral.com Alarmco, Inc. Boise, ID since 07/2008 www.alarmcoinc.com

Fall 2016

Alarmco, Inc. Las Vegas, NV since 06/2006 www.alarmco.com

CPI Security Systems Charlotte, NC since 08/2009 www.cpisecurity.com

AlarmWatch Atwater, CA since 08/2010 www.alarmwatch.com

Electronix Systems Huntington Station, NY since 06/2005 www.electronixsystems.com

American Alarm and Communications, Inc. Arlington, MA since 04/2004 www.americanalarm.com

F.E. Moran Security Solutions Champaign, IL since 12/2006 www.femoransecurity.com

American Burglary & Fire, Inc. Fenton, MO since 11/2005 www.abfsecurity.com

Federal Response Center Springfield, MO since 01/2006 www.federalprotection.com

APS Security Ltd. Vancouver, BC, Canada since 09/2005 www.acmeprotective.com

Fire Monitoring of Canada, Inc. St. Catharines, ON, Canada since 05/2009 www.fire-monitoring.com

Atlas Security Service, Inc. Springfield, MO since 03/2005 www.alarmcontrolcenter.com

G4S Secure Integration Burlington, MA since 11/2009 www.g4s.us

AvantGuard Monitoring Centers (ID) Rexburg, ID since 01/2007 www.agmonitoring.com

GM Security Technologies San Juan, PR since 10/2011 www.gmsectec.com

AvantGuard Monitoring Centers (UT) Ogden, UT since 01/2007 www.agmonitoring.com

HEB Grocery San Antonio, TX since 03/2014 www.heb.com

Barcom Security, Inc. Swansea, IL since 11/2007 www.barcomsecurity.com

Huronia Alarm & Fire Security, Inc Midland, ON, Canada since 06/2013 www.huroniaalarms.com

CenterPoint Technologies, LLC St. Louis, MO since 06/2006 www.centerpointtech.com

InterTECH Security Johnstown, PA since 02/2008 www.intertechsecurity.com

Checkview Corporation Chanhassen, MN since 02/2010 www.checkview.com

Johnson Controls, Inc. Milwaukee, WI since 10/ 2011 www.johnsoncontrols.com

Cooperative Response Center Austin, MN since 03/2011 www.crc.coop

Kroger Central Alarm Control Portland, OR since 07/2015 www.kroger.com

www.csaaintl.org • CSAA Dispatch | 33

FIVE DIAMOND continued from page 33 LDS Church Security Salt Lake City, UT since 05/2012 www.ldschurch.org

Per Mar Security Services Davenport, IA since 06/2005 www.permarsecurity.com

Security Service Company, Inc. Fleetwood, PA since 09/2012 www.securityservicecompany.com

Life Alert Emergency Response, Inc. Encino, CA since 11/2014 www.lifealert.com

Post Alarm Systems Arcadia, CA since 12/2014 www.postalarm.com

Siemens Industry, Inc. Irving, TX since 03/2004 www.siemens.com

Loss Prevention Services, Inc. Clemmons, NC since 03/2011 www.lpssecurity.com

Protection One (TX) Irving, TX since 10/2014 www.protection1.com

Lydia Security Monitoring, Inc. dba United Central Control San Antonio, TX since 08/2004 www.teamucc.com

Quick Response Cleveland, OH since 10/2005 www.quickresponse.net

SMG Security Systems, Inc. dba Midwest Central Dispatch Elk Grove Village, IL since 11/2015 www.smgsecurity.com Sonitrol of Evansville Evansville, IN since 07/2013 www.sonitrolev.com

M6 Security, A Paladin Security Company Victoria, BC, Canada since 06/2016 www.m6security.com

Quinte Kawartha Alarm Systems & Falcon Security Belleville, ON, Canada since 03/2014 www.alarmsys.com

Matson Alarm Fresno, CA since 06/2008 www.matsonalarm.com

Safe Systems Louisville, CO since 08/2004 www.safe-systems.com

The Monitoring Center Oakville, ON, Canada since 08/2014 www.themonitoringcenter.com

Merchants Alarm Systems Wallington, NJ since 11/2007 www.merchantsalarm.com

Scarsdale Security Systems, Inc. Scarsdale, NY since 10/2015 www.scarsdalesecurity.com

The Protection Bureau Exton, PA since 11/2007 www.protectionbureau.com

Monitoring America Alarm Co-Op Tulsa, OK since 02/2009 www.monitoringamerica.com

Seacoast Security Systems West Rockport, ME since 05/2014 seacoastsecurity.com

Universal Security Monitoring, LLC Gainesville, FL since 06/2010 www.cpss.net

Monitronics Farmers Branch, TX since 02/2005 www.monitronics.com

Security Central Statesville, NC since 07/2015 www.security-central.com

Moon Security Services, Inc. Pasco, WA since 03/2012 www.moonsecurity.com

Security Central, Inc. Centennial, CO since 06/2016 www.securitycentralinc.com

Universal Thrive Technologies, LLC dba Thrive Intelligence Richardson, TX since 07/2013 www.THRIVEintelligence.com

Mutual Security Services/A Kastle Systems Company New York, NY since 05/2009 www.4mutual.com

Security Partners, LLC (NV) Las Vegas, NV since 05/2014 www.securitypartners.com

National Monitoring Center (CA) Lake Forest, CA since 06/2016 www.nmccentral.com National Monitoring Center (TX) Irving, TX since 06/2016 www.nmccentral.com

Security Partners, LLC (PA) Lancaster, PA since 04/2007 www.securitypartners.com Security Partners, LLC (TX) San Antonio, TX since 04/2014 www.securitypartners.com

Sony Pictures Entertainment Culver City, CA since 05/2014 www.spe.sony.com

VRI-The Care Center Franklin, OH since 04/2006 www.monitoringcare.com Vyanet Operating Group, Inc. Bend, OR since 12/2014 www.vyanet.com WH International Response Center Rockford, MN since 12/2004 www.whirc.com

34 | CSAA Dispatch • www.csaaintl.org Fall 2016

AICC continued from page 10 posite effect on innovation. Regarding our relationship with the major telecommunications carriers, going forward, our position should be clear. Net Neutrality aside, our industry still requires the safeguards of Section 275 of Telecommunications Act of 1996 which has provided us safeguards for older, traditional communications media. Among these safeguards should be for Internet providers to: 1. provide nonaffiliated entities the network services it provides to its own alarm monitoring operations on nondiscriminatory terms and conditions, 2. not subsidize its alarm monitoring services either directly or indirectly from its telephone or Internet service operations, 3. not record or use in any fashion the occurrence or contents of transmissions received by providers of alarm monitoring services for the purposes of marketing such services, and for the FCC to:

4. establish procedures for the expedited consideration of complaints. This section must be rewritten as such for the Internet (wired and wireless) and either added to a new Telecommunications Act or passed as a standalone act. Another related form of protection is the FCC’s Open Network Architecture (ONA) policy. ONA requires telephone companies to make available network elements necessary for alarm companies to provide their services at fair rates. It prevents telephone companies from inhibiting alarm companies that need certain elements to compete. Recently, the FCC issued an Order granting forbearance from ONA for telephone companies, essentially indicating the agency would not enforce these rules. Therefore, new language must reverse this Order to reinstate ONA protections. And so we are reliving our past efforts to influence a new Telecommunications Act. Life goes on! Louis T. Fiore is a Past President of CSAA (1997-1999) and currently serves as chair of the AICC. See page 28 for a full regulatory report.

CSAA Five Diamond Certification

The standard of excellence for the alarm industry

he CSAA Five Diamond certification is granted annually to central stations that satisfy all of the requirements of the “five points of excellence.” If your company qualifies for this prestigious designation, you can join the ranks of the nearly 200 CSAA Five Diamond-certified alarm companies that are raising the bar for the rest of the industry. 2016 CSAA Five Diamond Certification Benefits and Resources ■■

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New! Online Marketing Tool Kit to help you use your certification to promote your business. Updated CSAA Level One online operator training to better prepare your operators. CSAA notifications regarding government and other RFPs. Annual CSAA Five Diamond logo usage license. Updated year plate for your CSAA Five Diamond plaque. Opportunity to apply for the CSAA Five Diamond MARVEL award and CSAA Excellence awards and to host the Fall Operations Management Seminar, providing industry awareness and public recognition.

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Listing on the CSAA Website and in CSAA Dispatch. Verification of status to the public when asked to vouch for your alarm company.

What are the five points of excellence? Learn more at csaaintl.org/csaa-five-diamond-program

Fall 2016

www.csaaintl.org • CSAA Dispatch | 35

Central Station Operator Level 1 Training Graduates

USA and international graduates completed May 1, 2016–July 31, 2016

First Last Company Date Taken Dana Abdullah AT&T 6/15/2016 Shance Abercrombie AT&T 5/3/2016 Marcial Acuña Abarca ASA Asistencia (CR) 6/22/2016 Monica Aguirre VRI 7/5/2016 Eugene Ahrens MTA Long Island Railroad 6/12/2016 David Allen Protection One Alarm Monitoring Inc. 7/1/2016 Matthew Alston Ashland, Inc 5/18/2016 Sabrina Alvarez United Central Control 6/30/2016 Robert Anderson MTA Long Island Railroad 5/11/2016 Jasper Anderton Advanced Security Systems 7/1/2016 Elliot Andino GM Security Technologies (GMST) 5/4/2016 Heidi Anguiano Vivint Inc. 6/30/2016 Veronica Arellano Protection One Alarm Monitoring Inc. 6/25/2016 Brenda Arias Monitronics International 7/1/2016 Jessica Arnone Protection One Alarm Monitoring Inc. 6/20/2016 Michael Arnwine VRI 6/20/2016 Robert Arrieta Security Central 5/24/2016 Tracy Arthur Ashland, Inc 5/17/2016 James Askew Checkview Corporation 7/4/2016 Janette Atkin Vivint Inc. 7/21/2016 Sadie Atwood Vivint Inc. 7/27/2016 Stanley Avery Security Central 7/14/2016 Lucas Avila Advanced Systems Supply, S. A. (PA) 6/3/2016 Carlos Ayala Advanced Systems Supply, S. A. (PA) 7/4/2016 Patrick Bailey Advanced Security Systems 6/10/2016 Carol Baker Vivint, Inc. 5/12/2016 Jonathan Baker Affiliated Monitoring 6/22/2016 Dianna Ballard VRI 7/18/2016 Andy Bara-Assi ADT Canada Inc. / Reliance Protectron (CA) 7/6/2016 Jayme Barret WH International 5/3/2016 Saudia Baskerville Affiliated Monitoring 5/20/2016 Terrilee Baublit iWatch Communications 5/25/2016 Brandon Bautista Safe Systems 5/25/2016 Jessica Baverstock Paladin Security Group (CA) 5/28/2016 Ramsey Baz Protection One Alarm Monitoring Inc. 6/29/2016 Heather Beccue Interface Security Systems 5/17/2016 Jimmy Beck Vivint Inc. 6/11/2016 Shemeice Beck AT&T 7/12/2016 Kurt Becker Alarm Consulting Group Inc 5/18/2016 Alexis Belcher United Central Control 6/7/2016 William Belser Securitas Electronic Security 5/13/2016 Travis Bender Vivint, Inc. 5/17/2016 Tyler Benge Security Central 6/14/2016 Deada Benner Cape Cod Alarm 5/11/2016 Conner Bennett Securitas Electronic Security 6/24/2016 Reid Bennett Protection One Alarm Monitoring Inc. 6/21/2016 Karina Berette Bay Alarm 5/25/2016 Christine Bernardo Securitas Electronic Security 5/13/2016 Mark Beshears CenterPoint Technologies 6/7/2016 Ian Betancourt GM Security Technologies (GMST) 5/5/2016 Jason Bewley Interface Security 7/1/2016 Kristen Bingle VRI 5/31/2016 Coty Blackwell Security Central 5/25/2016

First Last Company Date Taken Chantel Blair Monitor America 6/27/2016 Justin Blomgren Vyanet 7/10/2016 David Boger AT&T 5/24/2016 Regina Bohman VRI 7/19/2016 Lauren Bolick Security Central 5/24/2016 Tyler Borders G4S Technology 6/20/2016 Kevin Bortkiewicz ADT Canada Inc. / Reliance Protectron (CA) 7/18/2016 Paula Boyce Innovative Security Technologies Ltd (TT) 5/10/2016 Curtis Brackens THRIVE Intelligence 6/9/2016 Jason Bradley Guardian Protection Services 7/23/2016 Tara Brady AT&T 6/8/2016 Jennifer Brant Vivint Inc. 7/26/2016 Joanina Brennan Advanced Systems Supply, S. A. (PA) 7/22/2016 Daniel Brett Fire Monitoring of Canada, Inc. (CA) 6/4/2016 DaMuriel Broadway National Monitoring Center 5/19/2016 Melverton Brown AT&T 6/8/2016 Micah Brown Interface Security 5/24/2016 Michele Brown Vector WEST 7/14/2016 Courtney Brumley VRI 5/2/2016 Rebecca Bryant Interface Security Systems 5/17/2016 Asya Buntin Fifth Third Bank 7/26/2016 Kailey Bushong Vivint Inc. 7/25/2016 Brian Butler Advanced Security Systems 6/28/2016 Caleb Butts Atlas Security Service, Inc. 5/2/2016 Annette Caicedo Advanced Systems Supply, S. A. (PA) 7/4/2016 Kinsey Caldwell Security Central 6/14/2016 Tyereki Caldwell Security Central 6/13/2016 Josue Elias Calvo Jimenez ASA Asistencia (CR) 6/18/2016 Tychelle Campbell Security Central 5/26/2016 Jose Scott Campos Vivint Inc. 6/9/2016 Danielle Cappelen Checkview Corporation 5/25/2016 Anders Carlson Advanced Security Systems 6/14/2016 John Carlson Vivint Inc. 7/22/2016 Elizabeth Carner VRI 6/20/2016 Tarrah Carter FE Moran 5/20/2016 Tia Castillo Vivint Inc. 7/27/2016 Jaycee Castor Monitor America 6/21/2016 Brenda Castro Vivint Inc. 7/5/2016 Mariel Castro Monitronics International 7/12/2016 Jacob Chambers Vivint Inc. 7/21/2016 Sally Chan FE Moran 5/24/2016 David Chappel Sievers Security 5/18/2016 Cinthia Chavez Vivint Inc. 6/13/2016 Wesley Cheney Vivint Inc. 7/21/2016 Emily Chermak Vivint, Inc. 5/2/2016 Deborah Chesson AT&T 7/6/2016 Xavier Chester-Milton Affiliated Monitoring 6/28/2016 Courtenay Chisholm Houle Electric (CA) 6/19/2016 Christian Adrian Gutierrez Zermeno Ingenieria en Monitoreo y Sistemas Inteligentes S.A. de C.V. (MX) 5/30/2016 Hollie Ciardullo Centra-Larm Monitoring, Inc. 5/6/2016 Myia Ciccarelli Security Central 5/3/2016 Melissa Cisneros Protection One Alarm Monitoring Inc. 6/22/2016

36 | CSAA Dispatch • www.csaaintl.org Fall 2016

OPERATOR LEVEL 1 TRAINING GRADUATES First Last Company Julie Clark Time Warner Security Marika Clark Alarm Center Inc. Sarah Clark Advanced Security Systems Amber Clucky Security Central Ebone Cole Time Warner Security Donavon Collins VRI Matthew Collins MTA Long Island Railroad Carlos Colon MTA Long Island Railroad Zulette Colon GM Security Technologies (GMST) Anthony Cooper MTA Long Island Railroad Alexander Cordoba Advanced Systems Supply, S. A. (PA) Lissette Coronel Monitronics International Victor Corrigan Paladin Security Group (CA) Lacey Couch VRI Joanne Crabajales AZ Security Control Tanisha Crawford WM Security Services, Inc Sacoaya Creer-Wilson Vivint, Inc. Melanie Croken Houle Electric (CA) Diana Cruz Monitronics International Maria Cruz Vyanet Kaitlyn Current VRI Brock Daniels VRI Carlene Daniels Monitor America Med Daugherty WM Security Services, Inc Kayla Davenport Interface Security Systems Kori Davis Vyanet Roxy Davis Ashland, Inc Abby Day Security Central Eddir Anel De Gracia Advanced Systems Supply, S. A. (PA) Melanie De La Fuente Guardian Protection Services Ebony Deal AT&T Clifford Clinton Dean, IV LDS Church Kevin Delgado AT&T Naomi Dennard AT&T Lander Derek Vivint, Inc. Guy Devillier Acadian Trisha Dicken VRI John Dickerson Ashland, Inc Joseph DiMarco Acadian Saidella Dobson Time Warner Security Tracie Dodson Securitas Electronic Security Damien Dodt AZ Security Control Teresa Doria NMC Anthony Doss Protection One Alarm Monitoring Inc. Andy Dudley Washington Alarm Makayela Dunlap Security Central Toni Dunlap THRIVE Intelligence Brittany Durrant Vivint Inc. Sabrina Eady Vigilante Security, Inc. Lydia Ebosele THRIVE Intelligence Brittany Eddington Vyanet Operating Group Inc. Mia Edwards Ackerman Security Systems Jessica Eggers Security Central Edwin Elias MTA Long Island Railroad Sina Emelio Securitas Electronic Security Alexis Estevez VRI Jason Ettinger Vector EAST TajLeisha Evans Interface Security Systems Jeffrey Evelyn J.E. Security Systems & Services Inc. (BB) Jeffrey Evelyn J.E. Security Systems & Services Inc. (BB)

Fall 2016

Date Taken 6/13/2016 5/11/2016 7/1/2016 5/2/2016 6/13/2016 5/31/2016 6/12/2016 5/17/2016 5/4/2016 5/1/2016 7/22/2016 5/9/2016 6/9/2016 6/20/2016 6/11/2016 6/13/2016 5/19/2016 6/5/2016 5/9/2016 7/8/2016 5/31/2016 5/16/2016 6/27/2016 5/1/2016 5/3/2016 7/6/2016 5/19/2016 5/2/2016 5/1/2016 7/19/2016 7/1/2016 5/16/2016 6/8/2016 6/8/2016 5/17/2016 5/30/2016 6/20/2016 5/22/2016 5/11/2016 6/11/2016 6/24/2016 6/6/2016 6/24/2016 5/1/2016 7/15/2016 7/21/2016 7/14/2016 6/23/2016 5/2/2016 5/4/2016 7/17/2016 5/26/2016 6/14/2016 5/18/2016 7/13/2016 5/31/2016 5/16/2016 5/6/2016 7/25/2016 7/29/2016

First Last Company Date Taken Danielle Everette Bay Alarm 6/1/2016 Natoshia Fain THRIVE Intelligence 7/8/2016 Chris Farris Ashland, Inc 5/23/2016 Sara Fausnaught Vivint Inc. 6/15/2016 Talonie Filmore Affiliated Monitoring 5/20/2016 Paul Fischer Interface Security Systems 7/27/2016 Mark Flores Guardian Protection Services 7/13/2016 Kolby Fobbs Interface Security 5/12/2016 Andrew Foister Fleenor Security Systems 7/12/2016 Dana Follrod Security Central 5/24/2016 Chris Fontenot Protection One Alarm Monitoring Inc. 5/9/2016 Asia Ford Central Station, Inc. 6/16/2016 Taylor Foust Alarmco 5/27/2016 Michael Fowler AZ Security Control 7/6/2016 Wilfredo Fraticelli GM Security Technologies (GMST) 5/10/2016 Maurice Frazier Vector EAST 5/28/2016 Chandra Frederick Vector WEST 5/11/2016 Jerome frederick Iverify 7/1/2016 Alex Freed AZ Security Control 7/7/2016 Mark Freeman Interface Security Systems 6/22/2016 Clyde Fries Paladin Security Group (CA) 6/2/2016 Krystine Funderburk Security Central 5/6/2016 Susan Funk AZ Security Control 5/12/2016 Richard Gagnon Government of Manitoba (CA) 5/8/2016 Kendall Gaines Washington Alarm 7/15/2016 Kaylan Gantt THRIVE Intelligence 7/8/2016 Adriana Garcia Monitronics International 7/29/2016 Kristen Garcia Washington Alarm 7/28/2016 Kandace Gardner United Central Control 6/6/2016 Aaron Garr API Alarm Inc. (CA) 6/7/2016 Luis Garza United Central Control 6/7/2016 Sharolyn Gasper Securitas Electronic Security 7/13/2016 Travis Gatlin Protection One Alarm Monitoring Inc. 6/26/2016 Isaack Gauvreau The Monitoring Center (CA) 7/8/2016 Isabella Gavin Hunter Security Inc 5/29/2016 Brandon Gayle The Protection Bureau 5/6/2016 Jamarr Gearlds Alarm Detection Systems, Inc. 7/12/2016 Hilary Gears Security Instrument Corporation 5/2/2016 Taylor Gervais Vivint Inc. 6/18/2016 Bobby Ghiozzi American Alarm & Communications, Inc. 7/14/2016 Michael Giannone Affiliated Monitoring 6/8/2016 Jasmine Gibson Vigilante Security, Inc 5/9/2016 Michael Glass Ashland, Inc 5/21/2016 Anabelle Godin ADT Canada Inc. / Reliance Protectron (CA) 7/18/2016 Jordan Gold AT&T 5/24/2016 David Gomez Monitor America 6/15/2016 Oscar Gomez Monitronics International 7/15/2016 Raymond Gong MTA Long Island Railroad 5/19/2016 Chelsea Gordon VRI 5/16/2016 Paul Gospodinsky Vector WEST 6/29/2016 Taylor Gowin Custom Communications Inc 7/10/2016 Ebony Green Security Central 5/25/2016 Nakyia Green Security Central 6/13/2016 Steve Greenham Paladin Security Group (CA) 5/26/2016 Rachel Greer Monitronics International 5/14/2016 Richard Gregg National Monitoring Center 5/19/2016 Christopher Gregson AZ Security Control 7/24/2016 Lisa Grey Vector EAST 7/19/2016 Riley Griffiths Telsco Security (CA) 7/14/2016

www.csaaintl.org • CSAA Dispatch | 37

OPERATOR LEVEL 1 TRAINING GRADUATES First Last Company Date Taken Eric Guthrie Damar Security Services/ 6/16/2016 Security Response Center (CA) Cynthia Gutierrez Monitronics International 7/15/2016 Michel Hachem ADT Canada Inc. / Reliance Protectron (CA) 5/16/2016 Joanna Hall Ashland, Inc 5/16/2016 Cheng Hang Vivint Group, Inc 6/28/2016 Kristen Hansen Vivint Inc. 7/28/2016 Carla Hardiman AT&T 7/1/2016 Brickett Harris Security Central 5/3/2016 Dylan Haskins FE Moran 5/27/2016 Heather Hedley Quinte Kawartha Alarm Systems (CA) 5/4/2016 Keri Helms Security Central 6/13/2016 Victoria Hendon Vigilante Security, Inc 5/4/2016 Angela Hilbert iWatch Communications 7/22/2016 Christopher Ryan Hinojosa LDS Church 5/13/2016 Karry Hobbs AT&T 7/1/2016 Brett Hock Paladin Security Group (CA) 5/25/2016 Michael Hodges ISS 5/4/2016 Jazmin Hoey American Burglary & Fire, Inc. 6/17/2016 Yasmin Holder Security Central 7/21/2016 Luann Holt Vivint Inc. 6/13/2016 Nicole Honaker AZ Security Control 5/5/2016 Sjermon Hooker AT&T 6/14/2016 Andrew Hosfeld Security Service Company, Inc 7/14/2016 Roxanne Howard Hunter Security Inc 5/22/2016 Joe Huffman iWatch Communications 7/28/2016 Kelly Hughes Advanced Security Systems 6/28/2016 Shanton Hughes Acadian 5/26/2016 October Huston VRI 5/16/2016 Monica Ibrahim Security ONE Alarms (CA) 7/2/2016 Michael Illenberger Towne Monitoring Service 5/10/2016 Taira Irvin VRI 6/20/2016 Aijee Jackson AT&T 7/21/2016 Basia Jackson THRIVE Intelligence 5/23/2016 Karen Jackson Acadian 5/26/2016 Nikhea Jackson Vivint, Inc. 7/6/2016 Robert Jackson AT&T 6/30/2016 Nicholas Jardine City Of Toronto (CA) 7/28/2016 Donavin Jason Security Central 5/26/2016 Aron Jastrow Vivint, Inc. 6/24/2016 Quincy Jefferson Matson Alarm 7/6/2016 Jemel Jenkins AT&T 7/21/2016 Joshua Jenson Vivint Inc. 7/26/2016 Rock JoAnna ISS 6/27/2016 Demetrice Johnson AT&T 7/21/2016 Heidi Johnson Kroger Central Alarm Control 6/24/2016 Sonya Johnson Time Warner Security 6/14/2016 Stacy Johnson Kroger Central Alarm Control 5/14/2016 Melissa Jones AT&T 6/30/2016 Kevin Keefer InterTECH Security 7/6/2016 Darrel Keil H-E-B Grocery 7/27/2016 Crystal Keith Security Central 6/13/2016 Kenneth Keller MTA Long Island Railroad 6/4/2016 Thanprasong Khounlavong Ashland, Inc 5/16/2016 Jenna Kilby VRI 5/4/2016 Thomas King MTA Long Island Railroad 5/11/2016 Alyssa Kinnon Affiliated Monitoring 7/11/2016 Brittany Kirkpatrick VRI 7/5/2016 Jacey Kleiner Securitas Electronic Security 5/13/2016 Oliver Kochendorfer Paladin Security Group (CA) 5/26/2016

First Last Company Date Taken Kimberly Kym VRI 7/5/2016 Latoya Lambert THRIVE Intelligence 5/4/2016 Melissa Land VRI 7/19/2016 Lisa Langevin NEXgeneration Central 5/22/2016 Dominic Lanzillo Paladin Security Group (CA) 5/26/2016 Royce Lassley Vivint Inc. 7/23/2016 Thomas Lawlor CMS Monitoring 5/31/2016 Galen Le Bay Alarm 5/18/2016 Michelle Lebert AZ Security Control 7/7/2016 Raymond Lebert AZ Security Control 5/5/2016 Houa Lee Vivint, Inc. 6/27/2016 Hugo Lemire-Thibault ADT Canada Inc. / Reliance Protectron (CA) 7/13/2016 Janay Lewis Affiliated Monitoring 7/29/2016 Rebecca Lewis Ashland, Inc 5/21/2016 Shay Courtney Lewis Protection One Alarm Monitoring Inc. 6/24/2016 Gerald Lewter MTA Long Island Railroad 5/12/2016 Hope Lindsey THRIVE Intelligence 6/9/2016 Samantha Llewellyn VRI 6/20/2016 Brennon Lockett Protection One Alarm Monitoring Inc. 6/23/2016 Kiara Lockett Bay Alarm 6/8/2016 Christopher Long THRIVE Intelligence 7/25/2016 Donna Long AT&T 5/25/2016 Moises Lopez GM Security Technologies (GMST) 5/7/2016 Timothy Lopez Guardian Protection Services 5/9/2016 Karolane Loranger-Arvisais ADT Canada Inc. / Reliance Protectron (CA) 5/11/2016 Ashley Lorenz Per Mar Security Services 6/21/2016 Cameron Lowe NMC 6/20/2016 James Lowe LDS Church 5/9/2016 Maribeth Luby Centra-Larm Monitoring, Inc. 5/6/2016 Codi Lunsford VRI 6/20/2016 Rachel Lynn SAFE dba Safeguard Security 5/4/2016 Darryl MacLeod Paladin Security Group (CA) 5/26/2016 Jordan Madison Vector WEST 5/11/2016 Yolanda Madison AT&T 6/30/2016 William Maguire MTA Long Island Railroad 5/16/2016 Roger Mairena Gutierrez ASA Asistencia (CR) 6/19/2016 Raquel Maldonado Vivint Inc. 7/22/2016 Sarra Manicke Securitas Security Services - Sound Transit 5/13/2016 Mikey Manning AZ Security Control 7/6/2016 Kyra Maple VRI 7/18/2016 Noah Markum Interface Security Systems 5/3/2016 David Martinez Monitor America 6/15/2016 Kayla Martinez First Alarm 6/15/2016 Victoria Marvelli Interface Security 5/25/2016 Karin Masin VRI 5/16/2016 Miterria Mathis AT&T 6/15/2016 Leeroy Matthiesen VRI 7/5/2016 Alain Mburanumwe Brink's Canada Ltd. (CA) 7/26/2016 Timothy McCarry Vector EAST 5/16/2016 Kauvicea McCollum Vivint, Inc. 6/23/2016 Penny McGraw Ashland, Inc 5/26/2016 Kristina McGuinness VRI 7/5/2016 April McNeil Affiliated Monitoring 7/26/2016 Shannon Means VRI 7/5/2016 Alexis Meister Matson Alarm 6/28/2016 Andrea Mejia Monitronics International 5/13/2016 Margaret Menard Acadian 5/11/2016 Craig Miller Paladin Security Group (CA) 5/31/2016 Ciarra Milligan VRI 7/19/2016 Heather Miner Siemens Industry, Inc. 5/8/2016

38 | CSAA Dispatch • www.csaaintl.org Fall 2016

OPERATOR LEVEL 1 TRAINING GRADUATES First Last Company Ashly Mirelez United Central Control Sherita Mitchell Paragon Systems Inc. Mark Mkwanazi MTA Long Island Railroad Helena Mode COPS Monitoring - Boca Raton Moises Chavez Hernandez Ingenieria en Monitoreo y Sistemas Inteligentes S.A. de C.V. (MX) Jose Montanez GM Security Technologies (GMST) Darshan Montgomery Houle Electric (CA) Jason Montoya Security Equipment Inc Jose Morales Time Warner Security Candace Morris AZ Security Control Daniel Morrison Vector EAST Latoya Morrison Security Central Melissa Morrison Security Central Anthony Morrow Interface Security Ammie Morse WH International Michael Moses AT&T Raymond Mosse Vector WEST Nadirah Muhammad Vector EAST Rebecca Murley ISS Kassandra Murry Monitronics International Jorge Navas Affiliated Monitoring Evan Needham Advanced Security Systems Carrie Newman CenturyTel Security Systems LaTavia Nicholson Monitronics International Erica Nisbett Security Central Sandra Obiyan Houle Electric (CA) Brian O'Reilly MTA Long Island Railroad Shaun Orr Paladin Security Group (CA) Jessica Ortiz VRI Rebecca O'Shaughnessy Security Central Cassondra Owens VRI Thomas Palmer Delphi Facilities Services Group Drew Paoli CMS Monitoring Keith Patterson Central Security Group Nationwide, Inc. Megann Pedersen Johnson Controls Alexis Pepper Securitas Electronic Security Rabekkah Perales United Central Control Francisco Peralta Matson Alarm Jake Perriman Fifth Third Bank Kylene Perrin Vivint Inc. Rashaan Phillips AT&T Kiyonta Pickett Affiliated Monitoring Adrienne Pinchback United Central Control Kiana Pointer United Central Control Linda Powell Vivint Inc. Ryan Price FE Moran Andrea Pride AT&T Barbara Priem Vivint Inc. Jacob Proctor Alarmco Cody Pukahi Vivint Inc. Cameron Pulcher ISS Gina Quinn Vyanet Operating Group Inc. Jennifer Ramos Vivint Inc. Darion Ray THRIVE Intelligence Terrance Receveur Vivint Inc. Teresa Redding Paladin Security Group (CA) Britinie Reese AT&T Ali Reeves Paladin Security Group (CA) Susan Reid The Monitoring Center (CA)

Fall 2016

Date Taken 6/27/2016 5/11/2016 5/31/2016 5/7/2016 5/26/2016 5/7/2016 6/7/2016 6/17/2016 6/13/2016 6/29/2016 5/16/2016 7/14/2016 5/4/2016 5/26/2016 5/11/2016 6/30/2016 5/11/2016 6/6/2016 6/25/2016 7/9/2016 6/22/2016 6/28/2016 7/22/2016 7/14/2016 5/2/2016 7/26/2016 6/10/2016 7/27/2016 5/2/2016 6/13/2016 7/5/2016 5/7/2016 5/29/2016 5/27/2016 5/9/2016 6/24/2016 7/11/2016 6/9/2016 7/26/2016 7/27/2016 5/24/2016 6/15/2016 6/30/2016 6/6/2016 7/26/2016 6/7/2016 5/4/2016 6/9/2016 5/11/2016 7/21/2016 5/23/2016 7/28/2016 7/22/2016 7/8/2016 7/25/2016 5/30/2016 6/8/2016 6/15/2016 5/12/2016

First Last Company Holly Revolledo Vivint Inc. Cynthia Reyes AZ Security Control Edwin Reyes Security Central Annessa Reynolds VRI Terrence Richards City Of Toronto (CA) Destiny Ridgell THRIVE Intelligence Paul Riendeau MTA Long Island Railroad Deb Rini The Protection Bureau Kerstin Rios Monitronics International Ashlyn Rivais Damar Security Services/Security Response Center (CA) Eunice Rivera GM Security Technologies (GMST) Nico Robalino Protection One Alarm Monitoring Inc. Debra Roberts AT&T Dezaron Roberts National Monitoring Center Jordan Roberts VRI Krista Roberts VRI Stephanie Roberts VRI Angela Robinson Per Mar Security Services Hannah Robinson Vyanet Rachel Robinson Interface Security Miguel Robles GM Security Technologies (GMST) Robert Robles GM Security Technologies (GMST) Amanda Rodriguez United Central Control Paul Rodriguez AT&T Victoria Rodriguez AT&T Vincent Rodriguez GM Security Technologies (GMST) Jason Rohena GM Security Technologies (GMST) Patty Romano NMC Grace Rosa GM Security Technologies (GMST) Alexis Rosado GM Security Technologies (GMST) Ilving Rosas Vivint, Inc. Henry Ross AT&T Tyler Ross Vivint Inc. Allisa Rucker Security Central Abdizamed Said Vivint, Inc. Isai Salazar Interface Security Nathan Samarin NMC Christian Sanchez WM Security Services, Inc Betty Sanders Towne Monitoring Service Jose DeJesus Sandoval Matson Alarm Marcos Sandoval Guardian Protection Services Nilfridith Santana Affiliated Monitoring Crystal Santos Monitronics International Mayra Saravia NMC Ryan Schmid Kroger Central Alarm Control Cassandra Schomer Vector WEST Crystal Scott THRIVE Intelligence Kathleen Scott Interface Security Systems Trista Scott Interface Security Kevin Siebert Vector EAST Christian Signorelli Affiliated Monitoring Phedra Simmons Vivint, Inc. Kadesia Sims Vivint, Inc. Caitlin Smith Protection One Alarm Monitoring Inc. Hazel Smith Advanced Systems Supply, S. A. (PA) Jasmine Smith VRI Timmie Smith National Monitoring Center Scott Snader COPS Monitoring - Scottsdale Brittany Snead Security Central

Date Taken 7/27/2016 5/16/2016 7/21/2016 5/31/2016 7/2/2016 7/8/2016 5/28/2016 5/24/2016 5/16/2016 6/15/2016 5/3/2016 5/2/2016 6/15/2016 5/19/2016 5/4/2016 5/31/2016 5/16/2016 7/30/2016 7/2/2016 6/22/2016 5/5/2016 5/6/2016 6/7/2016 5/3/2016 6/14/2016 5/4/2016 5/12/2016 6/24/2016 5/1/2016 5/3/2016 5/14/2016 6/14/2016 6/9/2016 7/13/2016 6/23/2016 7/6/2016 6/22/2016 6/27/2016 6/22/2016 7/20/2016 7/13/2016 7/22/2016 5/13/2016 6/24/2016 6/13/2016 5/12/2016 6/13/2016 5/3/2016 6/2/2016 6/20/2016 6/7/2016 6/23/2016 5/13/2016 5/10/2016 5/31/2016 7/18/2016 5/26/2016 7/14/2016 5/2/2016

www.csaaintl.org • CSAA Dispatch | 39

OPERATOR LEVEL 1 TRAINING GRADUATES First Last Company Date Taken Bri'Anna Sonnier WM Security Services, Inc 6/18/2016 Christopher Sorrell Ackerman Security Systems 7/20/2016 Elenie Sotonn Checkview Coporation 6/28/2016 Kristie Souanevichith Monitronics International 5/9/2016 Byrun Stedmann Houle Electric (CA) 6/23/2016 Taylor Stevens AZ Security Control 5/20/2016 Sharon Stevenson Security Central 7/12/2016 Ashley Stock Vivint Inc. 7/26/2016 Danielle Stubbs Vyanet 7/12/2016 Noppamas Suttinun Paragon Systems Inc. 6/13/2016 Lisa Sylvester Hunter Security Inc 5/31/2016 Rodrick Taylor AT&T 5/4/2016 Seth Taylor Security Central 6/14/2016 Stephanie Taylor InterTECH Security 7/14/2016 Frank Thatcher Vivint Inc. 7/30/2016 Megan Thatcher Vivint Inc. 7/25/2016 Nadia Thelusmon ADT Canada Inc. / Reliance Protectron (CA) 7/8/2016 Ashley Thibodeaux Acadian 5/11/2016 Reisha Thompson AT&T 5/5/2016 Amie Thomson Damar Security Services/ 6/15/2016 Security Response Center (CA) Nicole Thorn Monitronics International 5/13/2016 Mikaela Thorstensen-Woll ADT Canada Inc. / Reliance Protectron (CA) 7/6/2016 David Tillman Monitronics International 7/11/2016 Heather Tima Vivint, Inc. 7/13/2016 Krystle Tipple Vivint, Inc. 5/2/2016 Matthew Tockstein Interface Security Systems 5/3/2016 Richard Tordel Time Warner Security 6/13/2016 Eva Torres Washington Alarm 7/22/2016 Jose Torres GM Security Technologies (GMST) 5/9/2016 Ashley Traore Vivint Inc. 6/13/2016 Bryanna Trawick Affiliated Monitoring 5/21/2016 Jose Troche GM Security Technologies (GMST) 5/4/2016 Angelique Troyer Paladin Security Group (CA) 5/27/2016 Karen Trpka Securitas Electronic Security 6/24/2016 Alex Turner VRI 7/5/2016 Christopher Tweed Affiliated Monitoring 7/11/2016 LaShonda Tyler National Monitoring Center 5/19/2016 Marc Tyler Affiliated Monitoring 6/17/2016 McLaughlin Tyler Vivint, Inc. 5/6/2016

First Last Company Melanie Tyler AT&T Danesha Tyson Security Central Aaron Uresti United Central Control Barbara Valle VRI Amanda Valliant Washington Alarm Julio Vargas GM Security Technologies (GMST) Robert Fernando Vargas Varela ASA Asistencia (CR) Mariah Vegas Vivint, Inc. Ana Velasquez Guardian Protection Services Teresa Vializ Affiliated Monitoring Cole Wallace Vector WEST Bradford Ward United Central Control Taylor Ware FE Moran Mark Watson The Monitoring Center (CA) Stephan Watson Vivint Inc. Jeremy Webb Advanced Security Systems Mori Webster Paladin Security Group (CA) Nickolas Welcker Vivint Inc. Michael Weletok MTA Long Island Railroad Amber West Affiliated Monitoring Rachel White Interface Security Systems Lexi Whittaker AZ Security Control Susan Whittaker Vivint Inc. Ashley Williams Interface Security Systems Lauren Williams Ackerman Security Systems John Willis Ashland, Inc Nicole Willson Vivint Inc. Terrance Wilmore Affiliated Monitoring Emily Wilson VRI Brian Winder Acadian Christopher Wood Vivint Inc. PaNhia Yang Vivint, Inc. Zach Yeakey THRIVE Intelligence Michael Yeas Vivint, Inc. Cecelia Young Vigilante Security, Inc. Gamal Youssef Securitas Hayes Zachary ISS Chelsey Zazo Vigilante Security, Inc. Lloyd Zeger MTA Long Island Railroad SPANISH

Date Taken 6/8/2016 7/13/2016 5/19/2016 6/20/2016 7/22/2016 5/5/2016 6/22/2016 6/23/2016 5/6/2016 6/9/2016 7/13/2016 7/11/2016 5/18/2016 5/13/2016 6/14/2016 7/1/2016 7/7/2016 6/12/2016 5/10/2016 7/11/2016 5/17/2016 7/6/2016 6/28/2016 5/3/2016 5/22/2016 5/19/2016 7/25/2016 5/13/2016 5/31/2016 5/17/2016 6/15/2016 5/5/2016 6/8/2016 5/3/2016 5/2/2016 5/10/2016 6/22/2016 5/3/2016 5/11/2016 FRENCH CANADIAN

Central Station Operator Level 2 Training Graduates

USA and international graduates completed May 1, 2016–July 31, 2016

First Last Tiffany Accinelli Payne Ackerson Tony Almendarez Theo Apostle Catherine Asare Keturah Bender Lynette Briggs Everett Burgan, Jr.

Company COPS Monitoring - Texas Fifth Third Bank COPS Monitoring - Boca Raton COPS Monitoring - New Jersey AT&T COPS Monitoring - New Jersey AT&T Digital Life COPS Monitoring - New Jersey

Date Taken 6/5/16 5/28/16 6/22/16 6/28/16 6/16/16 5/23/16 6/30/16 5/21/16

First Last Sean Burke Talika Calaway Brenda Cathey James Cheek Courtenay Chisholm Julie Clark Elizabeth Cooper

Company CMS Monitoring Bay Alarm ADS Security L.P. COPS Monitoring - Texas Houle Electric (CA) Time Warner Security Damar Security Services/ Security Response Center (CA)

Date Taken 6/1/16 6/22/16 6/12/16 5/29/16 7/24/16 6/21/16 7/31/16

40 | CSAA Dispatch • www.csaaintl.org Fall 2016

OPERATOR LEVEL 2 TRAINING GRADUATES First Last Company Bonnie Crabtreee COPS Monitoring - New Jersey Janet Cranmer COPS Monitoring - Texas Melanie Croken Houle Electric (CA) Charkiesha Cromer COPS Monitoring - Boca Raton Chris Currie City Of Toronto (CA) Dallas Daniels COPS Monitoring - Scottsdale Barry Davis AT&T Digital Life M.C Davis AT&T Digital Life Ryan DeSantis COPS Monitoring - New Jersey Morgan Dieterle Fifth Third Bank Brandon Donahue Fifth Third Bank Debbie Elliott Link Interactive Salvador Espino Turner Security Systems, Inc. James Fantroy AT&T Lorin Faust Hunter Security Inc Jerome Frederick Iverify Alison Galiano COPS Monitoring - New Jersey Aaron Garr API Alarm Inc. (CA) Sarah Garwood COPS Monitoring - New Jersey Alexandra Grant AT&T Lisa Grey Vector EAST David Hanley COPS Monitoring - Scottsdale Emily Hineman Quinte Kawartha Alarm Systems (CA) Brett Hock Paladin Security Group (CA) Jonathan C. Hoey AT&T Digital Life Amanda Holm COPS Monitoring - Texas Quincy Jefferson Matson Alarm Davion Jones COPS Monitoring - Boca Raton Kevin Knust Sonitrol John Kofoet COPS Monitoring - New Jersey Katrina Laffterty COPS Monitoring - New Jersey Jeffery LaFrance COPS Monitoring - Boca Raton Steve Lapointe Damar Security Services/ Security Response Center (CA) Karl Lavaway Time Warner Security DJ Lewis Sonitrol Natasha Lopez COPS Monitoring - Boca Raton Evelyn Martinez COPS Monitoring - New Jersey Timothy McCarry Vector EAST Sarah McCormack Damar Security Services/ Security Response Center (CA) Robin McKimmey Time Warner Security Dwayne Medley COPS Monitoring - Scottsdale Alexis Meister Matson Alarm Destry Monk Safe Systems Darshan Montgomery Houle Electric (CA) Brittany Moore COPS Monitoring - Tennessee Joshua Morris Amherst Alarm, Inc. Daniel Morrison Vector EAST Ariadne Moss AT&T Nadirah Muhammad Vector EAST

Fall 2016

Date Taken 5/5/16 7/31/16 6/23/16 7/1/16 6/12/16 7/26/16 6/18/16 6/21/16 7/25/16 5/3/16 7/4/16 5/18/16 5/11/16 7/19/16 5/6/16 7/1/16 6/2/16 6/7/16 5/31/16 6/20/16 7/20/16 7/4/16 5/27/16 6/1/16 6/16/16 5/29/16 7/7/16 7/1/16 6/28/16 5/20/16 6/3/16 6/8/16 6/10/16 6/17/16 7/21/16 6/29/16 7/24/16 5/16/16 6/13/16 5/28/16 7/29/16 6/29/16 6/13/16 7/9/16 6/5/16 7/14/16 5/17/16 6/17/16 6/7/16

First Last Company Travae Nance COPS Monitoring - Boca Raton Diana Norat UAS Rhonda Nyarko AT&T Brook O’Connor Security ONE Alarms (CA) Brandice O’Donnell Walgreens Lisa Ortega Alarm Specialist Corp Keith Patterson Central Security Group Nationwide, Inc. Francisco Peralta Matson Alarm Dustin Perusse COPS Monitoring - Texas Chenae Pitts AT&T Nikki Randhawa BC Hydro / Paladin Security (CA) Robert Reid Paladin Security Group (CA) Stephanie Remley COPS Monitoring - New Jersey Amber Reny COPS Monitoring - Tennessee Terrence Richards City Of Toronto (CA) Ed Rosario Damar Security Services/ Security Response Center (CA) Patrick Sadowy Amherst Alarm, Inc. Andrea Salazar COPS Monitoring - Texas Jose DeJesus Sandoval Matson Alarm Fatai Sanni Paragon Systems Inc. Jessica Sefah AT&T Sharon Seifert Province of Manitoba (CA) Madison Seward COPS Monitoring - New Jersey Jacqueline Shepard Time Warner Security Kevin Siebert Vector EAST Ryan Skelly iWatch Communications Phillip Slater Paladin Security Group (CA) Christopher Sorrell Ackerman Security Trevor Spiotto COPS Monitoring - New Jersey Byrun Stedmann Houle Electric (CA) Andrew Stephens COPS Monitoring - Texas Branden Tayler COPS Monitoring - Texas Richard Tordel Time Warner Security Sharil Tracy Time Warner Security Alicia Vallieres Damar Security Services/ Security Response Center (CA) Dan Vandermeer Damar Security Services/ Security Response Center (CA) Brittney Walsh COPS Monitoring - New Jersey Shelly Warburton Damar Security Services/ Security Response Center (CA) Michael Weinburg American Alarm & Communications, Inc. Brian Winder Acadian Aaron Wren Time Warner Security Armique Wyche WM Security Services, Inc Tarry Yager Time Warner Security Dustin Young Security Response Center (CA) Tomaneca Young AT&T Silfenia Zetrenne COPS Monitoring - Boca Raton

Date Taken 7/30/16 6/11/16 6/16/16 7/8/16 7/30/16 5/11/16 5/27/16 6/10/16 7/31/16 6/16/16 7/6/16 5/26/16 6/18/16 5/20/16 7/3/16 7/30/16 6/1/16 7/8/16 7/21/16 5/29/16 6/16/16 5/5/16 5/31/16 6/21/16 6/20/16 6/22/16 6/10/16 7/21/16 5/31/16 7/13/16 5/11/16 5/11/16 6/13/16 6/8/16 7/6/16 6/3/16 5/4/16 6/26/16 7/19/16 5/17/16 7/5/16 6/21/16 5/31/16 6/3/16 6/20/16 7/14/16

www.csaaintl.org • CSAA Dispatch | 41

REGULATORY UPDATE continued from page 32 ployed (such as DSLAMS and VRADS) and for communications equipment located at the provider’s central office or its equivalent. AICC supported the Commission’s proposal to require providers that choose to provide customers with backup power units that rely on batteries to either a) provide replacement batteries to the customer before the expiration date of the batteries provided with the standby backup power unit at no charge, or b) and provide notification of the expiration date of the batteries so that the customer may purchase the batteries. In addition, AICC urged the Commission to further specify that primary cell batteries (like D Cell batteries) are not an acceptable power source to ensure continued operation of voice communications, including access to 911 and life/safety applications, because of their unreliability and likelihood to corrode when not properly

maintained and replaced. AICC encouraged the Commission to require that backup power units that rely on batteries be capable of providing an on premise automatic audible and visual indication when the battery is low or degraded in a manner in which the consumer is highly likely to be aware. To improve the effectiveness of notification to the consumer, AICC stated the backup power system could also include a self-monitoring feature that notifies the consumer (via voice call or voice mail, email or text messaging, depending on what is available to the consumer) when the backup power system is in use and/or when it is running low. AICC stated that a backup power system that provides an audible alarm sound only at the premise would not be effective if the consumer does not hear the alert, which is entirely possible if the battery backup unit is outside or in the garage.

AICC supported the Commission’s proposal to require providers to make disclosure, at the point of sale and annually thereafter, information regarding the standby backup power unit offered; service limitations with and without standby backup power; and other information. However, in order to preserve competition in the market place and to avoid customer confusion, AICC stated that the Commission should adopt a rule that restricts non-line powered service providers from providing the information and notifications outlined in its proposed rules in the same mailing or communication in which they market new or additional services. John Prendergast, Sal Taillefer, Benjamin H. Dickens, Jr., and Mary J. Sisak are attorneys with the law firm of Blooston, Mordkofsky, Dickens, Duffy & Prendergast in Washington, DC. For more information, call 202-659-0830 or visit www.bloostonlaw.com.

Summer 2016 Advertising Index CSAA International thanks the following advertisers for their generous support Altronix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 www.altronix.com

DICE Corporation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 www.dicecorp.com

MAS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 www.masmonitoring.com

Bold Technologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 www.boldgroup.com

DICE Corporation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 www.dicecorp.com

MKS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 www.microkey.com

Bosch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 cloud.boschsecurity.com

DMP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 www.dmp.com

NAPCO. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 www.napcosecurity.com

Central Insurance Agency . . . . . . . . . . . . . . . . . 26 www.ciainsures.com

DSC/Sur-Gard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 www.dsc.com

Perennial Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 www.perennialsoftware.com

CSS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 www.comservicesolutions2.com

Honeywell. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 honeywell.com/security

Tri-Ed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 www.tri-ed.com

The CSAA Dispatch is published quarterly by the Central Station Alarm Association (CSAA) international. Send address changes to CSAA, 8150 Leesburg Pike, Suite 700, Vienna, VA 22182 or to membership@csaaint.org. Subscription policy: Individual subscriptions are available without charge to CSAA members. Back issues of the Dispatch are obtainable for $10, if available. CSAA international does no provide legal advice, business advice or any other kind of advice that should be relied upon in making business decisions, and does not assume and hereby disclaims any liability to any person or company for any loss or damage caused by errors or omissions in the material contained herein, regardless of whether such errors result from negligence, accident, or any other cause whatsoever. Printed in the USA.

42 | CSAA Dispatch • www.csaaintl.org Fall 2016

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www.csaaintl.org • CSAA Dispatch | 43

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44 | CSAA Dispatch • www.csaaintl.org Fall 2016