Page 1



FALL 2015

Guardian Protection Services is CSAA Central Station of the Year Accolades for Excellence Awards Winners at ESX 2015 By Maya Dollarhide Excerpted from SDM with permission. © 2015. All rights reserved.


he 10th annual Central Station Excellence Awards — co-sponsored by CSAA and SDM — were presented at an elegant breakfast ceremony during ESX 2015, which was held in Baltimore in late June. The prestigious awards recognize outstanding central stations that are certified by any CSAA-approved Nationally Recognized Testing Laboratory (NRTL), such as FM Global, Intertek/ETL and UL. They also recognize outstanding personnel in these companies, who perform to the highest professional manner and make a significant contribution to the betterment of the alarm monitoring industry and the alarm profession, while demonstrating exceptional service to their customers and community.

Petrow, and Laura Stepanek, SDM editor, who shared a bit about each of the finalists before she announced the winners to the enthusiastic audience. “The electronic security industry has so many companies and individuals providing superior service to those

who count on our protection; our Excellence Awards recognize those that particularly stood out this year. We congratulate our nominees, finalists and winners on their accomplishments, which are a testament to the quality of our industry every day,” Hauhn said. Below, from left: CSAA President Pam Petrow, Guardian Protection Services Vice President of Customer Service Mike Overby, Guardian Protection Services Director of Operations Jason Bradley, and SDM Editor Laura Stepanek. Photos by A Day in the Life Productions. Continued on page 22

The awards are offered in four categories: Central Station of the Year, Central Station Manager of the Year, Central Station Operator of the Year, and Central Station Support Person of the Year. On hand to present the awards were CSAA Executive Director Jay Hauhn, CSAA President Pamela



CSAA Annual Meeting October 10-14 • Sonoma, CA

CSAA Excellence Awards . . . . . . . . . . . . . . . . . . . . . 1 President’s Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Fall Ops Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 ASAP Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Executive Director’s Column . . . . . . . . . . . . . . 10 ESX Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 CSAA News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Fall Operations Management Seminar November 8–10 • Scottsdale, AZ ESX 2016 JuneFall 8-10 • Ft. 2015 Worth, TX

AICC Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 CSAA Member News . . . . . . . . . . . . . . . . . . . . . . . . . 18 Five Diamond Companies . . . . . . . . . . . . . . . . . . 20 CSAA New Members . . . . . . . . . . . . . . . . . . . . . . . . . 21 Regulatory Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Online Training Grads . . . . . . . . . . . . . . . . . . . . . . . . 36 Advertising Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  | 1 . 42 • CSAA Dispatch

a network of choices

More Carriers. More Coverage. More Customers. In addition to a full line of GSM communicators, Honeywell is now offering the first in a series of AlarmNet® CDMA-X alternatives that operate on the Verizon® 1XRTT wireless network. The CDMA-X Radio for VISTA® gives you more choices and lets you reach more customers—helping to ensure the best possible signal strength. The pre-activated radios save time and labor, are remotely upgradeable and provide you with a great opportunity for more RMR when used with Honeywell Total Connect™ Remote Services. Plus, it’s a true, end-to-end solution with Honeywell’s powerful VISTA security platform at the core— opening up a network of choices and putting your business on the map.

Available Autumn 2015. For more information, please visit or call 1-800-467-5875. © 2015 Honeywell International Inc. All rights reserved.


8/6/15 12:42 PM

2 | CSAA Dispatch • Fall 2015

倀爀漀瘀椀搀椀渀最 琀栀攀 䴀漀猀琀 刀漀戀甀猀琀 䴀漀渀椀琀漀爀椀渀最Ⰰ  䔀瘀攀渀琀 愀渀搀 䤀渀挀椀搀攀渀琀 䴀愀渀愀最攀洀攀渀琀 匀漀昀琀眀愀爀攀  匀漀氀甀琀椀漀渀猀 椀渀 琀栀攀 匀攀挀甀爀椀琀礀 䤀渀搀甀猀琀爀礀

䴀漀渀椀琀漀爀椀渀最 ☀ 䔀瘀攀渀琀 䴀愀渀愀最攀洀攀渀琀 匀漀昀琀眀愀爀攀

䤀渀猀琀愀氀氀愀琀椀漀渀 䴀愀渀愀最攀洀攀渀琀 匀漀昀琀眀愀爀攀

匀愀氀攀猀 䴀愀渀愀最攀洀攀渀琀 匀漀昀琀眀愀爀攀

圀攀戀 倀漀爀琀愀氀猀 ⠀刀攀猀椀搀攀渀琀椀愀氀⼀䌀漀洀洀攀爀挀椀愀氀⤀

䌀甀猀琀漀洀攀爀 刀攀氀愀琀椀漀渀猀栀椀瀀 䴀愀渀愀最攀洀攀渀琀 匀漀昀琀眀愀爀攀

䐀椀猀愀猀琀攀爀 刀攀挀漀瘀攀爀礀 䌀攀渀琀攀爀

匀攀爀瘀椀挀攀 䴀愀渀愀最攀洀攀渀琀 匀漀昀琀眀愀爀攀

吀攀氀攀挀漀洀 匀攀爀瘀椀挀攀猀

䐀䤀䌀䔀 爀攀搀甀挀攀猀 挀漀猀琀猀Ⰰ 椀渀挀爀攀愀猀攀猀 攀昀ǻ挀椀攀渀挀礀Ⰰ  愀渀搀 攀砀瀀愀渀搀猀 礀漀甀爀 刀䴀刀 䘀伀刀 䴀伀刀䔀 䤀一䘀伀刀䴀䄀吀䤀伀一Ⰰ 嘀䤀匀䤀吀 圀圀圀⸀䐀䤀䌀䔀䌀伀刀倀⸀䌀伀䴀 伀刀 䌀䄀䰀䰀 ⬀㄀⠀㠀  ⤀ⴀ刀唀一ⴀ䐀䤀䌀䔀

Fall 2015 • CSAA Dispatch | 3

CSAA Executive Committee President Pamela J. Petrow, Warrendale, PA First Vice President Joe Nuccio, Beltsville, MD 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 IT and Accounting Coordinator Dympna Williamnson Member Services Coordinator Malory Todd

CSAA Headquarters 8150 Leesburg Pike, Suite 700 Vienna, VA 22182 703-242-4670; Fax 703-242-4675 Copyright ©2015 Central Station Alarm Association. All rights reserved.

PRESIDENT’S NOTE Dear Fellow CSAA Members,


fter a very busy summer, I am looking forward to CSAA’s Annual Meeting next month! I expect to see many of you in Sonoma, where, in addition to benefiting from a terrific education program, we’ll continue the important conversations we’ve started about the value of CSAA membership. As you know, we began a new initiative, the Voice of the Customer (VoC), in the spring. Following productive membership “sector” meetings at ESX in June, CSAA staff identified key areas of concern across all the sectors, including our online training program, engaging the next generation of industry leaders, communicating the work of the AICC, outreach to AHJs, and others. All members received a complete report by email over the summer. Now we are proceeding with enacting your recommendations. If you aren’t able to attend the annual meeting, look for a report of our progress there shortly afterward. None of the important work of the association would be possible without our dedicated and talented volunteers. I’d like to thank Shannon Woodman, Ralph Sevinor, Steve Shapiro, Steve Walker, Gordon Hope, Nigel Spinks, Teresa Gonzales, Morgan Hertel, and Joe Miskulin for stepping up to lead the VoC sector teams. These members are all incredibly busy and yet manage to find time to give back to their industry through their work with CSAA. I encourage all members to get involved in CSAA as volunteers. Whatever your particular interest or talent, we have ways for you to contribute, whether you have only a little time or (somehow) a lot! I want to congratulate the stellar CSAA members recognized through our awards programs this year. Guardian Protection Services received the Excellence Award as Central Station of the Year, and representatives from other member companies were recognized in the categories of Manager, Operator, and Support Person of the Year. Read about them in this issue of Dispatch — and please be sure to turn to page 8 for important updates on the ASAP program. With ADT going live this fall, and active PSAPs reporting significant monetary savings, ASAP is surging! As I start my official 2-year term, I am so looking forward to working with all of you to advance the important work of our association. I am committed to making CSAA membership a real value for you and your companies. Make your voice heard! I promise we will listen. Best wishes to all,

Pamela J. Petrow President, CSAA International

Find program and registration information for CSAA events at

4 | CSAA Dispatch • Fall 2015

䤀渀猀瀀椀爀攀搀 匀漀氀甀琀椀漀渀猀  昀漀爀 愀 挀栀愀渀最椀渀最 椀渀搀甀猀琀爀礀

䰀攀最愀挀礀 匀攀挀甀爀椀琀礀 匀攀爀瘀椀挀攀猀Ⰰ 䤀渀挀⸀ 椀猀 琀栀攀 昀愀猀琀攀猀琀  最爀漀眀椀渀最 眀栀漀氀攀猀愀氀攀 洀漀渀椀琀漀爀椀渀最 挀攀渀琀攀爀 椀渀 琀栀攀  唀渀椀琀攀搀 匀琀愀琀攀猀⸀ 䄀猀 琀栀攀 椀渀搀甀猀琀爀礀ᤠ猀 漀渀氀礀 挀攀渀琀爀愀氀  猀琀愀琀椀漀渀 猀琀愀û攀搀 眀椀琀栀 挀攀爀琀椀ǻ攀搀 䔀䴀吀ᤠ猀Ⰰ 䰀攀最愀挀礀  椀猀 甀渀椀焀甀攀氀礀 焀甀愀氀椀ǻ攀搀 琀漀 猀甀瀀瀀漀爀琀 椀琀猀  攀砀瀀愀渀搀椀渀最 洀漀戀椀氀攀 倀䔀刀匀 洀愀爀欀攀琀⸀ 唀猀椀渀最 䈀漀氀搀ᤠ猀 唀渀椀瘀攀爀猀愀氀䌀漀渀渀攀挀琀漀爀Ⰰ 䰀攀最愀挀礀  唀猀椀渀最 䈀漀氀搀 洀漀渀椀琀漀爀猀 愀 瘀愀爀椀攀琀礀 漀昀 瀀攀爀猀漀渀愀氀 猀愀昀攀琀礀  搀攀瘀椀挀攀猀 愀渀搀 挀愀渀 攀愀猀椀氀礀 椀渀琀攀最爀愀琀攀 渀攀眀 漀渀攀猀⸀  圀椀琀栀 琀栀椀猀 ˻攀砀椀戀椀氀椀琀礀Ⰰ 䰀攀最愀挀礀 漀û攀爀猀 洀漀爀攀  猀攀爀瘀椀挀攀猀 琀漀 椀琀猀 愀氀愀爀洀 搀攀愀氀攀爀猀 愀渀搀 欀攀攀瀀猀 洀漀爀攀  挀甀猀琀漀洀攀爀猀 猀愀昀攀 椀渀 琀栀攀椀爀 挀漀洀洀甀渀椀琀椀攀猀⸀

ᰠ圀椀琀栀 琀栀攀 唀渀椀瘀攀爀猀愀氀䌀漀渀渀攀挀琀漀爀Ⰰ  眀攀 挀愀渀 洀漀渀椀琀漀爀 愀氀愀爀洀 猀椀最渀愀氀猀  昀爀漀洀 愀渀礀 洀漀搀攀爀渀 搀攀瘀椀挀攀Ⰰ  椀渀挀氀甀搀椀渀最 䜀倀匀 愀氀愀爀洀猀 昀爀漀洀  洀甀氀琀椀瀀氀攀 洀倀䔀刀匀 搀攀瘀椀挀攀猀⸀ 吀栀攀 唀渀椀瘀攀爀猀愀氀䌀漀渀渀攀挀琀漀爀 椀猀 愀  吀栀攀  氀攀愀搀椀渀最 琀漀漀氀 昀漀爀 甀猀 琀漀 漀û攀爀 洀漀爀攀  猀攀爀瘀椀挀攀猀 琀漀 漀甀爀 搀攀愀氀攀爀猀 愀渀搀  椀渀挀爀攀愀猀攀 琀栀攀椀爀 爀攀瘀攀渀甀攀猀⸀ᴠ 䨀攀û 䘀攀眀Ⰰ 䌀䔀伀

䰀攀最愀挀礀 匀攀挀甀爀椀琀礀 匀攀爀瘀椀挀攀猀Ⰰ 䤀渀挀⸀

䤀渀渀漀瘀愀琀椀漀渀⸀   匀攀爀瘀椀挀攀⸀   䔀砀瀀攀爀椀攀渀挀攀⸀  䌀攀渀琀爀愀氀 匀琀愀琀椀漀渀 愀渀搀 䌀漀渀琀爀漀氀 䌀攀渀琀攀爀 匀漀昀琀眀愀爀攀 

䔀砀瀀攀爀椀攀渀挀攀 琀栀攀 倀漀眀攀爀 漀昀 愀 䈀漀氀搀 䌀栀漀椀挀攀⸀

㄀ ⠀㠀  ⤀ ㈀㔀㔀ⴀ䈀伀䰀䐀  簀   戀漀氀搀最爀漀甀瀀⸀挀漀洀    栀琀琀瀀㨀⼀⼀戀椀琀⸀氀礀⼀䰀攀最愀挀礀ⴀ匀攀挀甀爀椀琀礀 Fall 2015 • CSAA Dispatch | 5

CSAA 2015 Fall Operations Management Seminar November 8-10 Embassy Suites Phoenix-Scottsdale

Featuring a tour of Safeguard, an ASAP®-ready, Five Diamond®-certified Central Station PROGRAM

Speakers: Mary Jo Lakhal, Senior Program Manager, Security Industry, Intrado; Jens Kolind, VP of External Partnerships, Innovative Business Software

(subject to change)

Sunday, November 8 Pre-Event CSAA Business Meetings

Tour of Safeguard Security and Communications, Inc.

Ice Breaker Opening Reception

An Update on ASAP-to-PSAP

Monday, November 9 Civil Unrest: Planning for the Unknown Hear from central station personnel who personally experienced and survived crisis in their communities. Find out what you need to consider when you revise your company’s emergency operating plan. Take away best practices that will keep you from being caught off guard. Speakers: Andrea Duvall, Operations Manager, COPS Monitoring–Maryland; David Saint Angelo, Director, LP Asset Protection and Charlene Wesley, Manager, LP, CVS Caremark. Both companies were heavily impacted during the 2015 Baltimore, MD riots. Mobile PERS in 2016 Life today is increasingly mobile and mobile PERS devices are increasingly in high demand from alarm account subscribers. Offering monitoring of these devices is seemingly an easy addition to existing operations, but there are technical, operational and legal issues that need to be resolved. “What is mobile monitoring?”, “Do I need a permit?”, “Who should I dispatch?”, and “How do I do this efficiently?” are all questions that will be interactively explored during this session.

As more and more law enforcement and first responders support this movement, you can learn from central stations that are already leveraging this technology. ASAP-to-PSAP is the perfect example of how the alarm industry works to save lives and protect property every day. Speakers: Jay Hauhn, Executive Director, CSAA; Scott Thompson, Vice President of IT and Operations, Safeguard; Robin Bisbing, Central Station Manager, Safeguard; PSAP Representative, TBA

Tuesday, November 10 Cybersecurity and Your Central Station—Q&A

We’ll help you formulate an action plan to keep your central station from unwanted intrusions. Learn how the updated UL-827 standard addresses security and automation in the central station. See a demonstration on how to jam/hack a networked system and understand the latest vulnerabilities to keep ahead of the bad guys. Panel: Craig Carstens, Product Manager, Video Integration, UTC Business and Industrial Systems; Bill Brousseau, CISSP, CTO, Secure Global Solutions Roundtable Session on Central Station Management Issues Hot topics that are affecting central stations will be selected for discussion in a peer-to-peer 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 central station. DIY is Not Just for Monitoring Yourself Plenty of companies are looking to grab a piece of this growing market—but at what cost? Join the discussion and learn how to protect your company by knowing exactly what to build into your contracts. Speakers: TBA Hosted (Cloud-Based) Central Station Solutions


Learn to recognize key trends in cloud security. This level of security varies widely, making it essential to consider the newest trends to protect intrusion detection, access control and video data. Panel: Central Station Representative customer(s); hosted solution providers, TBA Participants in the 2015 CSAA Fall Operations Management Seminar are eligible for five continuing education credits (CEUs).

Be Smart, Be Prepared!

Register and find complete program and hotel information at

6 | CSAA Dispatch • Fall 2015



888-642-7653 Fall 2015 • CSAA Dispatch | 7



ASAP Surges with APCO and ADT

automated Secure alarm protocol

The ASAP® program continued to make news in August, with a strong presence at the 2015 APCO International Conference & Expo and ADT Security Services going live with the city of Richmond, VA.


“Awareness of the very real benefits of ASAP is spreading quickly,” said CSAA Executive Director Jay Hauhn. “We were overwhelmed with visitors at our APCO exhibit. The positive feedback from active PSAPs was especially gratifying.”

benefits to most PSAPs. This is critical because it allows PSAPs to better position the deployment of ASAP among their many initiatives.” “We are gaining traction in 2015, and 2016 will be a year of significant growth for the program. Now is the time for all alarm companies to get ASAP-active or risk getting left behind,” said Hauhn.

ASAP was launched in 2011 as a public-private partnership, designed to increase the efficiency and reliability of emergency electronic signals In other ASAP updates, Kings from central station alarm Members of the Tempe, AZ PSAP team with Bill Hobgood, second from III is the latest Central Station companies to PSAPs. ASAP right, at CSAA’s APCO booth on August 18. to contract for ASAP services. utilizes ANSI standard In addition, Lake Norman/ protocols developed $400,000 annually from reduced call Security Central joined the growing cooperatively by Association of Public volume. “These dollars were re-purposed number of contracted ASAP members. Communications Officials (APCO) and within the department to expand And CSAA continues to add to the array CSAA. training, supervisory and administrative of resources and support for ASAP. Next positions,” Cutler said. He estimated that With ASAP, critical life safety signals up: a series of virtual “Town Halls” for Houston will eventually achieve a 30% and accurate information is processed alarm companies, PSAPs, and responders reduction in call volume as more alarm in seconds, not minutes, through the from Law, EMS and Fire. The first town companies come on board with ASAP, Nlets system of state-to-state PSAP hall for contracted alarm companies is for a savings of $1 million. communication, insuring that complete October 7 at 3:00 pm Eastern Time. and accurate information is transmitted ADT went live with Richmond, VA to the PSAP every time. on August 25. “Having ADT go live is In the August 2015 issue of APCO’s Public Safety Magazine, David Cutler, director of the Houston Emergency Center, reported savings of nearly ASAP ACTIVE ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■

ADS Nashville ADT Affiliated American Alarm Diebold Guardian Protection Monitronics Protection 1 Rapid Response RFI Safeguard Security United Central Control Vector

a milestone for the ASAP program,” said CSAA President Pamela J. Petrow. “With the size of their account base, ADT’s utilization of ASAP brings instant

In Testing ■■ ■■ ■■ ■■

Central Security Group CMS NMC Stanley

Onboarding ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■

Centra-larm Doyle ESC FE Moran Kings III Richmond Alarm Scarsdale Security Central/Lake Norman SEI Tyco Vivint SentryNet Watchlight

For more information on ASAP or to access ASAP resources (videos, webinars, training and outreach materials), contact CSAA at or 703-242-4670, or visit

PSAPs Online with ASAP ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■

Morgan County, AL Chandler, AZ Tempe, AZ Washington, DC Cary, NC Houston, TX Denton County, TX Henrico County, VA James City County, VA Richmond, VA York County, VA

PSAPs in Testing or Implementation ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■ ■■

Boca Raton, FL Collier County, FL Boston, MA Prince George’s County, MD Delaware County, OH Allegheny County, PA Durham County, NC Guilford County, NC Grand Prairie, TX Seattle, WA

8 | CSAA Dispatch • Fall 2015



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Fall 2015

8/14/15 1:16 PM • CSAA Dispatch | 9


Succession Planning is Key to an Organization’s Longevity and Success By Jay Hauhn


t may seem strange that my very first column as the new CSAA Executive Director touches on the subject of my successor … but as all CEOs of successful long-lived companies know, you have to plan for the future! And that planning must include “what happens if the head of the company gets hit by a bus?”

position, the search team was hampered by ambiguity in the CSAA Bylaws. Both the search for a new Executive Director and the possible mid-term change to a new president were slowed by the aforementioned ambiguity. Proposed updates to the bylaws are currently being crafted and will be presented to members at the earliest opportunity.

Although I have been thrown under a few, I don’t plan to get hit by the proverbial bus. Still, one of my main objectives as CSAA executive director is to put in place a plan for my succession and that of other key CSAA staff members. Look at any business management book or organizational development blog and be reminded that the ultimate goal of leaders should be to work themselves out of their jobs. Come in with a clear mission and goals; enact them; and pave the way for the future.

Succession planning is not just about executive or board positions. As part of this initiative, I will also be directing:

CSAA is fortunate to have had many long-term, truly-invested board members and headquarters staff members. (We didn’t need to search for an executive director for more than 22 years!) During the search that led to my being offered my new


An update or revision to CSAA’s mission statement.


Strategic plan development for the association.


A staff “business continuity” project to make sure that all documents and important contacts are available and accounted for, and that a plan for staff replacements is in place.

CSAA has a bright future in a robust, important industry. I intend to lead the association to its next level and position us to continue our good work with the next generation.

The Twitter Interview with Jay (We challenged him to answer each question in no more than 140 characters) How has the transition from corporate to nonprofit been for you?

Customer with @PamPetrow. Making progress!

tronic security industry over the next five years?

Association life is certainly different than corporate life. The 8-person environment is refreshing. I’m enjoying the change.

What was your impression of ESX 2015, your first event as CSAA ED?

Must continue to promote the value of professional monitoring as technology advancements move at warp speed.

What were the main issues you wanted to tackle first as CSAA ED? Introducing myself to AHJs, particularly @APCOIntl; growing and showing the value of membership to all our members and potential members. Describe any initiatives you’ve begun during your first 100 days. Succession planning/business continuity; adding meat to Sonoma program; launching Voice of the

Always impressed by industry innovation. Super event despite challenges with some folks’ perception of Baltimore. On to Ft. Worth in 2016! What has been the biggest surprise about your new position at CSAA? There is an incredible amount of work done by our small staff. I love their passion for serving membership. What do you believe are the most critical challenges facing the elec-

How will CSAA be addressing these challenges? Provide awareness and strategic advice in dealing with the changes, to protect the value of monitored accounts. Who are you following on Twitter? @csaaintl; @csaamembership; @SIACINC; @SIAonline; @ESATweet; @ravens; @Bill911man Follow Jay: @csaahauhn

10 | CSAA Dispatch • Fall 2015

Monitor, control and report from anywhere

Our innovative LINQ™ technology fills the void in network communications for mission critical power distribution applications. Power and transmission solutions integrated at multiple sites are easily managed and monitored remotely. LINQ reports diagnostics via Email/SNMP notifications greatly reducing system downtime and eliminating unnecessary service calls while creating RMR opportunities. Communicate over the network with LINQ.

More than just power.™



Fall 2015 • CSAA Dispatch | 11


ESX 2015 Is a Hit with Security Pros; Gears Up for Move to Fort Worth in 2016


he Electronic Security Expo (ESX) wowed attendees at its 8th annual event, held at the Baltimore Convention Center June 24-26. CSAA and the Electronic Security Association are co-owners of the show, which drew the industry’s top decision makers and influencers, maintaining its reputation as a must-attend event for electronic security and life safety professionals. Owners, senior level executives and functional managers represented 85% of attendees. The conference was designed to deliver a relevant, peer-to-peer learning experience that focused on sharing strategies, best practices and trends from industry and business thought leaders. Sessions were organized into four tracks — Run Your Company, Grow

Your Business, Maximize Your Central Station, and Rethink the Future — at which attendees received information to help them successfully navigate the future. Sharing his experience with ESX educational sessions, Michael Miller of Moon Security commented, “The classes that I attended greatly impacted my business perspective, helping me to better run and grow my company. I can implement these ideas and best practices immediately when I return.” In addition to these peer-to-peer educational sessions, attendees were treated to high-level featured speakers, including a lively and informative address by Alan Beaulieu, president of ITR Economics. He provided a candid and

often humorous insight into business from a near- and long-term perspective, correlating industry economic data points most relevant for ESX attendees. The ESX exhibit hall was filled with companies that showcased new and innovative products and services, and networking opportunities thrived around every corner. During the event, attendees learned that ESX 2016 — “Explore, Expand, Exchange and Evolve” — will move to the Fort Worth Convention Center, June 8-10. “Fort Worth is welcoming ESX with open arms, and has made a huge effort to understand the ESX event and create an overall experience exhibitors and attendees will highly value,” stated CSAA President Pam Petrow.

CSAA Leaders Listen to the “Voice of the Customer” at ESX 2015 CSAA’s new “Voice of the Customer (VoC)” initiative will lay the foundation for the future direction of CSAA. The special work group meetings held on June 23 in Baltimore were the first opportunity for members to participate in the early stages of this initiative. Dozens of members arrived early at ESX to discuss the unique membership needs of the Owner-Operated/Regional, National, Contract Monitoring, Proprietary, and Associate “sectors.” Following the meetings, CSAA staff reviewed each group’s discussion and searched for commonalities and critical action items. A full report was e-mailed to all members for comment, and the conversation will continue at the 2015 CSAA Annual Meeting in Sonoma. Photos by Brandon Freedman

Save the Date! June 8-10, 2016 Fort Worth, TX

12 | CSAA Dispatch • Fall 2015

CSAA NEWS Richmond, VA’s Bill Hobgood is Recipient of Inaugural CSAA Public Sector Award Bill Hobgood, Project Manager, Public Safety Team in the Department of Information Technology for the City of Richmond, Virginia, is the recipient of CSAA’s inaugural Public Sector Award. This special honor is given by CSAA in recognition of a public sector individual’s contribution to the alarm industry. Hobgood was presented with the award at the Electronic Security Expo (ESX) Public Sector luncheon on June 24 at the Baltimore Convention Center.

in 2006, serving as Co-Project Manager for APCO with the IJIS Institute on the Public Safety Data Interoperability Program that led to the development of the IEPD for the ASAP program, making 40+ ASAP presentations to various interest groups, and working with each central station that participates in the ASAP program to certify their automation with the City of Richmond CAD system in conforming to the ANSI standard. For more information on ASAP, see page 8 or visit csaaintl. org/asap.

2015 CSAA Marketing MARVEL Award Winner is COPS Monitoring

“Over the past several years, Bill has worked tirelessly to promote and Bill Hobgood is recognized at ESX with the CSAA implement ASAP®, a program that Public Sector Award. increases the efficiency and reliability Photo by A Day in the Life of emergency electronic signals from Productions. central station alarm companies to Public Service Answering Points (PSAPs),” said CSAA President Pamela J. Petrow. “Bill is the ideal recipient of this inaugural award--he has been an indefatigable advocate for the ASAP program, which benefits both the private and public sector.” “I am deeply honored to receive CSAA’s Inaugural Public Sector Award,” said Hobgood. “Having personally developed the first ASAP to Computer-Aided Dispatch interface for York County, VA and the City of Richmond, VA that was launched in 2006 as a two-and-a-half year pilot, I realized from day one that the ASAP program would become the win-win that it has for public safety and the alarm industry with the primary beneficiary being the community that we serve. The ASAP program has a proven track record of successes across the United States made possible due to faster responses by public safety responders.” “ASAP is a critical initiative that will improve public safety,” said Petrow, “and it is being implemented all around the country thanks to Bill.” “The program continues to expand to additional Public Safety Answering Points and alarm central stations at a rapid pace,” Hobgood said. “It has been personally rewarding each time I learn of another PSAP or central station that has joined the program. This program really works and I am thankful to be part of it.” Hobgood’s efforts to promote and implement ASAP include assuming the role of technical lead for the original pilot Fall 2015

From left: CSAA President Pam Petrow, COPS Monitoring Director of Marketing David Smith, and SSI Editor Scott Goldfine.

CSAA announced the winner of the CSAA 2015 Five Diamond Marketing MARVEL Award on June 25 at the Electronic Security Expo (ESX) in Baltimore, MD. COPS Monitoring was honored for promoting its CSAA Five Diamond status to gain a competitive edge in the marketplace. The CSAA Five Diamond Marketing MARVEL Awards Program recognizes CSAA Five Diamond companies that have used their CSAA Five Diamond designation to better position themselves in the marketplace. This program is sponsored by Security Sales & Integration (SSI). “We are proud to be named as this year’s Marketing MARVEL Award winner,” said David Smith, Director of Marketing for COPS Monitoring. “We work hard behind the scenes every day for our dealers helping to safeguard their customers and hard-earned reputations. We believe when we win, our dealers win. We hope that proudly advertising our network of CSAA Five Diamond central stations and being named last year’s Central Station of the Year not only help give • CSAA Dispatch | 13

CSAA NEWS continued from page 13 our dealers peace of mind, but also contribute to their competitive edge in the marketplace.” The company submitted an integrated marketing plan that prominently featured their CSAA Five Diamond status on advertising, newsletters, their website, exhibits, company overview, sales literature, and even business cards. “CSAA is pleased to recognize COPS for their exemplary and creative efforts to use their Five Diamond status to increase their visibility in the marketplace,” said CSAA Executive Director Jay Hauhn. “When our CSAA Five Diamond companies spotlight their certification through public promotion, consumers become more aware of how important it is to choose high-quality professional monitoring. Congratulations to COPS for making Five Diamond such an important part of their marketing plan!” For more information on CSAA Five Diamond program, see page 20 or visit

Mark McCall to Co-Chair CSAA Contract Monitoring Council CSAA is pleased to announce that Mark McCall, IT Director at Lake Norman Security Patrol, Security Central/ AlarmSouth, is the new co-chair of the CSAA Contract

Monitoring Council. He joins current co-chair Morgan Hertel, Vice President of Operations at Rapid Response Monitoring. This important council examines and helps to address the evolving needs of CSAA contract monitoring members by providing coordinated representation with industry-related associations, manufacturers, regulatory agencies and other organizations, in order to consistently improve and enhance the services provided to the customers of contract monitoring centers. “The Contract Monitoring Council committee offers an important platform for contract centers to come together and work on issues unique to our segment of the security industry,” said McCall, “and I look forward to assisting Morgan as Co-Chair and working with all of the Contract Monitoring Council committee members.” Recent and current initiatives of the council include the CSAA 2013 Wage and Salary Survey, the Contract Monitoring Account Demographics Survey, and a white paper defining “DIY and MIY” in the alarm industry. Continued on page 42

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Progress Report on “IP Transition” By Louis T. Fiore


he Alarm Industry Communications Committee (AICC) aims to keep its members — and CSAA members, too — informed of alarm communications matters affecting central stations and dealers, such as PSTN issues, cellular and other wireless issues. We also at every opportunity attempt to advocate for better access to spectrum for the alarm industry. As of late, high on our list of priorities is the so-called IP Transition. On August 6, 2015 the FCC announced new rules to encourage technology transitions to IP and to protect consumers. AICC alone cannot take credit for the FCC’s acknowledgment of the alarm industry and our customers’ issues, but it does seem that they are at least listening to us. For the first time the FCC requires providers to directly notify retail customers — including consumers and businesses — of plans to retire copper networks at least three months in advance. To protect competition, the new rules increase the notice period for interconnecting carriers from three months to at least six months. This requirement covers all parts of the copper network essential for providing service. The FCC’s press release on the subject does admit that carriers will retain the flexibility to retire their copper networks in favor of fiber without prior Commission approval – as long as no service is discontinued, reduced, or impaired. When carriers plan to discontinue, reduce, or impair service, Section 214 of the Communications Act requires that they first receive FCC approval. However, the FCC has never codified the criteria used to evaluate and compare replacement and legacy services. The Commission seeks input on how to determine or measure what would constitute an adequate substitute for retail services that a carrier seeks to discontinue, reduce or impair in a Further Notice. The Commission tentatively concludes that both consumers and industry would be served by clarifying these standards, and seeks comment on criteria, on a variety of issues including interoperability with devices and services, such as alarm services, medical monitoring, and 911. AICC previously has filed comments arguing that, indeed, changing from a copper-based PSTN network to an all-IP network should not in any way inhibit the ability of alarm systems and PERS systems to communicate with central

stations. To us, this does “discontinue, reduce, or impair service.” This is a drum AICC has been beating for a long while with the FCC and Congress, and we intend to file comments in the Further Notice again making this point.

New FCC rules also require providers of modern home voice services to offer consumers information and the option to buy backup power so they can use their phone service during electric outages. The FCC is taking action because home voice service is changing. As you know, traditional, copper-based, landline phone service typically works during electric outages because the service provides its own power. In contrast, modern alternatives usually need backup power to keep operating. The new rules are therefore designed to help customers of these modern alternatives maintain available communications at home during electric outages. Under the new rules, providers of modern home voice services (that is, facilities-based, fixed, voice residential service that is not linepowered) will be required to ensure that a technical solution for eight hours of standby backup power is available for consumers to purchase at the point of sale. Within three years, these providers will also be required to offer an option for 24 hours of standby backup power. The decision to purchase backup power will be up to consumers — they will not be forced to purchase or pay for equipment they do not want. This does afford installing dealers to be able to sell and install battery backup for VoIP systems. One possibility that was discussed with the FCC is to arrive at some sort of standardized connection and voltage/current level to the IP modem such that either a separate backup supply, supervised by the alarm control (in a wired or wireless fashion), can be installed by the alarm company or even the alarm control itself can provide the standby power, although the latter is a more difficult solution. Louis T. Fiore is a Past President of CSAA (1997-1999) and currently serves as chair of the AICC. His future updates will explore the rewrite of the 1996 Telecommunications Act and other issues critical to the alarm industry. See page 28 for a full regulatory report.

16 | CSAA Dispatch • Fall 2015

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CSAA Member News CSAA International is pleased to bring you the following news from and about CSAA members. Please send your news items and announcements to Altronix Expands Sales and Marketing Department Altronix recently appointed Amelia Agromayor to the position of Sales and Marketing Coordinator to assist in managing and supporting the company’s expanding marketing, advertising and internal sales-related activities. Agromayor joins Altronix with a diversified background in the professional security market. After spending several years with International Security and Trading Company (ISTC) in marketing, she was with Silmar Electronics for almost seven years working in international sales. “Amelia’s knowledge and experience in the pro security market is a great fit for Altronix and for this newly created sales and marketing position,” said Alan Forman, President, Altronix Corporation. “We are pleased to have her on board and welcome her to the Altronix family.” Altronix also announced that Brian Hodge has joined the organization in the position of Southeast Regional Sales Manager. Hodge joins Altronix’s expanding team with an extensive product background and sales experience that spans over 20 years in the professional security sector. “Brian’s knowledge and experience in integrated system solutions are valuable assets to security dealers, integrators and end-users in his region,” said Forman. “We are pleased to have Brian join our team of professionals.” Prior to joining Altronix, Hodge provided industry sales support as Territory Manager for Southeast Security Products, an independent sales rep firm. Previously, he held the position of Branch Manager at ADI.

COPS Monitoring Welcomes Two Former Alarm Company Owners to Its Team COPS Monitoring added two former alarm company owners to its account executive lineup. “We’re excited to welcome Ernie Gambone and Charlie Crenshaw to our team,” said Jim McMullen, COPS Monitoring’s President and COO. “With more than four decades of experience owning and operating

alarm companies, both are uniquely positioned to identify with alarm dealers’ needs and help them understand how to grow their business by leveraging the exclusive benefits of being a COPS Dealer.” Ernie Gambone began his career in the security industry in 1973 with Robinson Alarm Company, one of the largest providers of alarm systems in the Philadelphia area. After leaving the alarm industry to work as an Operations Manager for a large beverage distributor, he returned in 1998 to start his own alarm company. For more than 13 years, Ernie nurtured Sera Security into a thriving business by providing what he describes as “good old-fashioned service.” Charlie Crenshaw also brings over 40 years in the electronic security industry, including various sales and management positions with companies such as Ademco/Sontrix, ADT, and Smith Alarm Systems. In 1987, he left his VP position at Smith in Dallas, Texas to purchase and run his own alarm company in Austin. He remained CEO of Crenshaw Alarm until 1994 when he sold to pursue other opportunities, later re-establishing the company and running it as a successful business for the past 14 years.

Brad Casper is MKS’s New Director of Development Brad Casper has joined MKS as the new Director of Development. His thirty-year career began as a Systems Engineer for Rockwell International’s E911 System, followed by a number of positions in software development, application capacity planning, project management and IT leadership. He holds three U.S. patients from previous positions (one hardware and two software). Under his direction, the MKS Development Team has successfully completed the first layer of integration with the

18 | CSAA Dispatch • Fall 2015

CSAA MEMBER NEWS CSS Aeonix System. “We were very fortunate to have Brad. We hope his experience will leverage deeper relationships and integrations with our vendor partners and continue lead our central station automation and accounting packages to the forefront of the industry,” stated MKS President Victoria Ferro.

Marks USA Names New Eastern and Western Regional Sales Managers Marks USA, a division of NAPCO Security Technologies, Inc., Amityville, NY, is pleased to announce the appointment of Jeffrey Holbrook and Thomas Masterson as Eastern and Western Regional Sales Managers, respectively, reporting to Marks VP Sales, Bill Sporre. Jeffrey Holbrook previously worked in the architectural door and hardware industry for 20 years, beginning in contract hardware distribution. In 2004, he joined an independent manufacturers’ representative agency as a Territory Sales Manager, working in sales and marketing, focusing on territory sales growth with contract hardware distributors, wholesalers, and OEM customers. Holbrook will support Marks USA’s contract hardware professionals, distributors, locksmiths and end users and consult on application needs for Marks mechanical and electrical locking solutions. Thomas Masterson will likewise provide new product introductions and trainings, and manage western

independent rep agencies who provide specification writing, RFQs and equipment proposals for multi-tenant high-rise buildings, educational & healthcare campuses, corporate and retail businesses, etc. He comes to Marks with more than 30 years’ experience in the door and door hardware/ security industry. Since 2003, he has worked as Territory Sales Manager, covering Southern California, representing commercial and residential door hardware and door and frame manufacturers.

TRI-ED Honored with Distributor of the Year Awards At its recent Sales Meeting, Samsung Techwin presented two Distributor of the Year Awards to TRI-ED, following Milestone Systems honoring TRI-ED with its Distributor of the Year distinction in early March. “TRI-ED is committed to being a true distribution partner, to our customers, as well as to all of our supplier partners,” says Pat Comunale, TRI-ED’s President of Global Security Solutions. “We’ve made ourselves an extension of our manufacturers, linking them and our mutual dealer customers to provide the most complete security solutions available. To be recognized with back-to-back Distributor of the Year Awards from Samsung Techwin and Milestone Systems is such an honor. It is a validation of our commitment to our supplier partners that we are extremely proud of.”

DMP Breaks Ground on Project to Expand Headquarters Digital Monitoring Products (DMP) broke ground in June for the latest expansion of its Springfield, Missouri headquarters. The $7 million project will provide growth space for many of the company’s functions as well as the addition of approximately 65 new jobs over the next two years. The new space will enable DMP to meet the increasing demand for its industry-leading array of intrusion, fire, access control, and network and cellular communication products. Project completion is planned for summer 2016. “In the company’s 40 years, we have had to move or expand our facility about every four years to create the space needed to keep up with growth,” said President and CEO, Rick Britton. “This kind of sustained growth is possible only because of the innovative spirit and dedication of DMP employees to provide the members of the DMP-authorized dealer network with industry-leading security technology. Everyone at DMP is excited about the prospects of further growth and being able to serve even more customers both here in the US and the other countries DMP is now entering.”

Fall 2015 • CSAA Dispatch | 19


CSAA Five Diamond Central Stations These central stations have received or renewed their CSAA Five Diamond certifications since the publication of the Summer 2015 issue of Dispatch. CSAA applauds their commitment to the highest training standards in the central station monitoring industry. Alarm Monitoring Services, Inc. since 07/2015 Monroe, LA

Panhandle Alarm & Telephone Co., Inc. since 10/2008 Pensacola, FL

Alarmco, Inc. since 07/2008 Boise, ID

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

PasWord Protection since 06/2015 Hamilton, ON, Canada

Buckeye Protective Service, Inc. since 10/2012 Canton, OH Custom Alarm/Custom Communications, Inc. since 06/2011 Rochester, MN Kroger Central Alarm Control since 07/2015 Portland, OR

Security Response Services, Inc. since 09/2012 Bloomington, MN

Per Mar Security Services since 05/2014 Davenport, IA Quick Response Monitoring Alarm Center since 10/2005 Cleveland, OH Security Central (NC) since 07/2015 Statesville, NC

Monitoring America Alarm Co-Op since 05/2014 Tulsa, OK

Sievers Security since 03/2014 Cleveland, OH VRI The Care Center since 04/ 2006 Franklin, OH

Security Partners, LLC (CA) since 05/2014 Anaheim, CA

CSAA Five Diamond Companies 160
















145 122





2010 2011 2012 2013 2014 2015 Number of CSAA Five Diamond-certified companies since 2010. There are currently 145 companies, with over 162 locations, participating in the program. 11% of these member companies operate internationally. 20 | CSAA Dispatch • Fall 2015

CSAA New Members CSAA is proud to welcome the following new members to the association family NORTH AMERICAN Guardian Alarm Systems Shreveport, LA For 15+ years, Guardian Alarm Systems has been the innovative leader for security services in the Ark-La-Tex area, providing installation, maintenance and premium monitoring of alarm systems. The UL- listed central station monitors burg, fire, inter-active video, pers and more. Hue and Cry Security Systems Anderson, CA Founded in 1977, Hue and Cry offers intrusion alarm systems, fire detection systems, fire sprinkler systems, suppression system monitoring and testing, security camera surveillance systems, access control systems, personal emergency response systems and nurse-call systems. www.

Pro-Vigil, Inc. San Antonio, TX With three separate monitoring facilities and more than 200 years combined security and military experience, Pro-Vigil offers portable and fixed surveillance solutions such as streaming live video, video archival, solar powered products and alarming deterrents. Specialties include construction sites and auto facilities. Vanguard Alarm Services of Evansville Inc. Evansville, IN Since 1965, Vanguard has grown into the tri-state’s leading supplier and service provider for safety and protection equipment both in the home and workplace. Vanguard offers equipment installation and maintenance plus design and implementation of security, fire alarm, and nurse call systems, both in established buildings and new construction. www.

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ASSOCIATE IControl One Networks, Inc. Redwood City, CA Through its software platforms, which are deployed by leading home security companies and service providers, and the all-in-one Piper Home Security device for consumers, IControl is defining the connected home marketplace. ITsPayd Temecula, CA ItsPayd is a simple web-based platform that allows companies to send an invoice via email and/or text notice to customers linking them to their own invoice page, listing the invoice number, date of invoice, and amount, allowing customers options for payment plans … all in under 90 seconds. www.itspayd. com

Central Insurance Agency, Inc (CIA) is a specialized agency for the security and alarm industry. CIA contracts with several insurers to provide customers with competitive prices, broad coverage and wide line of products. The agency strives to provide each customer with responsive expertise. We provide insurance to companies that offer Burglar, Fire, CCTV, Access Control, Home Automation, PERS/Medical Alarms, Armed & Unarmed Guard/Patrol Response, Fire Suppression and Armored Car Services. As an insurance professional focused on the security and alarm monitoring industry for twenty five years, Alice Cornett Giacalone is known throughout the United States as the premier specialist to this industry. Her client list includes the “who’s who” of the security, medical monitoring and low voltage contracting industry. Coverage options include: • • • • • • •

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EXCELLENCE AWARDS continued from page 1

Central Station of the Year:

Guardian Protection Services Guardian Protection Services redesigned two key areas within its central station that involve the customer experience and employee engagement. Guardian, founded in 1950, created its first central station in 1986, and the winning station was constructed in 2006, at its present location in Warrendale, Pa. Number of subscribers: 329,472 (as of May 2015: 30,641 commercial and 298,831 residential subscribers) As a CSAA Five Diamond certified and FM Global and UL listed central station, Guardian Protection Services, Warrendale, PA, is raising the bar — on itself. The company believes that the depth and breadth to which it incorporates and utilizes performance metrics that not only ensure outstanding central station service, but motivate and inspire each and every central station employee to deliver those services is notable. Incentive programs play a significant part in building a framework of success in motivating and retaining qualified employees. Guardian couples this with building a culture of employee engagement that has led to a community within the central station where employees have an average tenure of six years. One example is a central station operator who has served customers loyally for the past 30 years and continues to do so to this day as a member of the “front line” in the central monitoring station. In addition, Guardian’s training program for new hires was completely redesigned in 2015, covering a broad array of content over a four-week period. In March 2014, the company began a systematic redesign of two key focus areas within its central station operation that involve the customer experience and employee engagement. Why? In order to better communicate performance results to its frontline central station teams and build a multifaceted employee engagement program. Guardian implemented a four-part approach in the sharing of key metrics with varying degrees of simplicity/complexity garnered from reports on occurrences during shifts, daily snapshots, and weekly and monthly reviews. “These initiatives have been highly instrumental in raising the bar and taking Guardian’s central station operation to the next level,” shares Mike Overby, vice president, Customer Care. “A positive byproduct of the initiative is that it has created a new level of ownership by every employee.” Guardian hires only the best candidates and then works

hard to keep them. “The culture within our central station operation is based on a philosophy whereby the positions are careeroriented. This philosophy requires investing in our employees to ensure they have the training, support and a level of income for long-term success,” shares Joe Colosimo, Guardian president. Guardian’s corporate campus comprises a wide range of training facilities including a 40-seat dedicated classroom with video conference and multi-media capabilities and various breakout spaces located throughout for formal and informal sessions. To support its core ideology, the training program for new hires was completely redesigned in 2015 and deploys a variety of methodologies, including the utilization of experienced monitoring station experts to serve as classroom facilitators, Colosimo describes. “There are many ‘moving parts’ in a central station. In addition, having the right people in the right place at the right time is necessary to carry out the mission efficiently,” Overby says. The company doesn’t skimp on its staff, especially those with strong technology skills. Guardian has 70 full-time IT professionals who work shifts 24 hours a day. It also has approximately 50 operators working shifts to ensure the customers’ concerns are addressed. Guardian’s subscriberto-operator ratio is maintained at optimum levels to ensure outstanding alarm response times, the company reports. Guardian’s alarm response times averaged less than 20 seconds in 2014. The company’s workflow processes are designed such that the only function of the central station is to respond to alarm signals. This means that the central station operation is not dual-purposed as an answering service or a backup support function for areas that handle billing or other types of general inquiries. “This specificity of purpose accelerates our ability to respond to alarms and mitigates unnecessary police, fire or EMS dispatches while facilitating keen focus on the important metrics that drive outstanding performance and results,” Overby explains. As for the CSAA Excellence Award honor? Colosimo shares, “I consider this one of the most important awards our company has ever received. I am quite honored to have Guardian among some of the greatest monitoring stations in the country who have won this award in prior years.” Continued on page 24

22 | CSAA Dispatch • Fall 2015

Fall 2015 • CSAA Dispatch | 23

EXCELLENCE AWARDS continued from page 22

Central Station Manager of the Year:

Randy Ambrus Company: Cooperative Response Center (CRC), Austin, Minn. Title: Central Station Manager Tenure at company: Five years (in October 2015) A certified CSAA Five Diamond operator (Level II), Randy Ambrus has nearly 30 years of experience in the alarm industry. He started as a central station operator and worked his way up. “For the past five years I’ve been with CRC as its central station manager. I try to divide my time, so that I am out on the floor as much as possible. I find that managing people can be hard, but the trick is to listen and have patience.” Ambrus is responsible for a team of 13 operators, one coordinator and three team leaders. Colleagues call him “calm and kind” and he has built a reputation for being persistent when it comes to tackling problems, especially technical ones. In fact, Mark Colton, business development manager, says Ambrus is a “driving force for improving the technology used at CRC.” Case in point: the company has Ambrus to thank for having DNIS delivered to its receivers and automation software. In the fall of 2014, after the IT department had been stumped by what Ambrus calls “the DNIS problem,” and the service provider and phone system vendor couldn’t agree on why DNIS wouldn’t work, Ambrus figured it out. After running countless internal tests, he realized that the problem was a combination of PBX settings and network settings that had to be altered for DNIS to work. “I was thrilled when we were able to set it up. I consider it one of my greatest successes here,” Ambrus shares. CRC was thrilled, too, as DNIS is key to a central station running smoothly. “This problem likely would not have been solved without Randy’s unflinching dedication and persistence,” Colton says. Ambrus continues to improve the company’s offerings by automating several alarm events through technology, including an mPERS offering, while also fulfilling his daily managerial duties that go alongside his technical responsibilities. The hours are long, but Ambrus says he doesn’t mind. “I love my job and I was honored to be recognized for my work, but the award also belongs to all of us.” His employer describes, “Randy is a champion of progress.

He comes to work every day with a positive attitude that is infectious, He is committed to excellence, and works with good humor, cheer and loads of humility. The invaluable wealth of information that resides within Randy has turned CRC’s operation into a much more proactive business unit that continuously looks for ways to enhance operations, save money, and create additional efficiencies, while putting the staff’s needs first. The environment and culture Randy has nurtured is healthy and promotes accountability, learning and self-confidence,” notes CRC.

Central Station Operator of the Year:

Susan Farris Company: Security Central Inc., Centennial, Colo. Title: Quick-C.A.R.E Responder Tenure at company: Eight years Susan Farris knows what it is like to work under pressure, especially when life-threatening emergencies occur. Her supervisor, David Somerville, praises Farris’s dependability. “She is the type of worker who can be depended upon to take full responsibility for her actions without needing to have a supervisor micro-manage her. Susan is someone whom I feel I can trust and be careless with,” he shares. “By careless, I mean that Susan performs her tasks so well and has proven herself trustworthy such that I can focus on the myriad responsibilities that I need to tend to without feeling as though I need to watch over her.” As a Quick-C.A.R.E. Responder, her responsibilities include, but are not limited to, responding to signals received in 30 seconds or less, answering in-bound phone calls within three rings, updating contact and access information for customers, and troubleshooting issues with customers concerning the security, fire, CCTV or hosted access systems. “Sue is the epitome of what our industry stands for. She quietly works day in and day out, or night in and night out, to care for our customers’ personal safety and peace of mind,” says Jordan Jackson, president of Security Central Inc. “She is dependable, trustworthy, steadfast and calm under pressure. As an eightyear veteran on our Quick-C.A.R.E. Response team, she leads the always busy, sometimes chaotic, swing shift.” Johnson shares the story of a night when Farris’ “experience, expertise and calm professionalism” were exactly what was needed in a time of crisis. Last September 1, 2014, a subscriber named Kathy experienced a destructive home invasion by Continued on page 26

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Fall 2015

09.02.2015 09:03:56 • CSAA Dispatch | 25

EXCELLENCE AWARDS continued from page 24 a serial rapist, who had assaulted two other women in the same neighborhood. “It was Sue’s super-fast response (nine seconds) and instantaneous assessment of the situation that enabled her to realize what was happening even before our client, Kathy, did,” says Johnson. “Sue immediately took control of the situation, instructing the female client to call 911, while Sue contacted the police as well. Thanks to Sue’s quick actions, Kathy was in a strong defensive posture when the knife-wielding intruder barged through her bedroom door. Kathy shudders at the thought of what would have happened to her if she hadn’t had her alarm system on that night and Sue hadn’t responded so quickly.” When asked about this, Farris responds, “All that matters is that the alarm and monitoring procedures worked, and I am very grateful that the client was all right.” Farris, who holds both basic and advanced CSAA central station operator certifications, says the things she loves the most about her job are “the people I work with,” and “I like that it is rarely dull and always busy, and of course, I love helping our customers.” She says she was stunned when her name was called out as the winner during the ceremony. “I honestly believe the award belongs to the whole company. We are a team and I did not do anything different than each and every one at my station.”

Central Station Support Person of the Year:

Kyle Johnson Company: DMC Security, Midlothian, Ill. Title: Systems Manager Tenure at company: 16 years When Kyle Johnson came onboard with DMC Security, Midlothian, Ill., in 1995, he was hired to do a temporary job and didn’t plan to stay long. “I owned my own computer business and I didn’t have plans to stay,” he says. “But I am glad I did.” Johnson has been the company’s systems manager for 16 years. “The best thing about my job is that I get to do a bit of everything,” says Johnson, who was unable to attend the awards breakfast. “I have been in the industry a long time and a lot of what I’ve learned is self-taught. I would have never been able to do so many different things if I were in a big company. I would not have had the opportunities that presented themselves to me over the years at DMC, anywhere else.” Johnson’s colleagues say that he is known for studying up on new products at night in order to provide intelligent feedback

and assistance to dealers, customers, employees and vendors. Johnson holds certifications in access control, DMP, fire alarms, Bold Manitou, Theos and Silent Knight, and he has a special certification as a certified electronics technician in the U.S. Army’s Green Beret division and is a certified locksmith. On the job, he handles all of the company’s IT conversions, updates and issues while maintaining the software for the station. Johnson also serves as the telecommunications programmer, prepares the CAD designs for future customers, and is in charge of the high-voltage electric installation. Added to this impressive list is that Johnson also provides the identification access cards for the police, who patrol in the suburbs of Chicago. Johnson is known for his dedication to his job. The company reports he puts in both days and nights, and assisted in the overhaul and remodel of the central station last September. His work ethic and good nature make him admired by all at DMC. Mary Jensby, the call center manager, an eight-year veteran of the industry, has worked at DMC for just 18 months. “I have had the opportunity to work closely with many professional support team members over the years, but Kyle’s knowledge, expertise, and his dedication to the business, the security industry, the customers, and the employees clearly set him apart from the others.” She adds, “Kyle selflessly gives of his time and prefers to be the man behind the scenes, wanting no recognition for his accomplishments. He deserves it though, and I am extremely pleased that he was chosen for this award.” “I am honored to have received this award. Of course, if I’m doing my job right though, you shouldn’t even know I’m there,” Johnson says.

CSAA Congratulates the 2015 Excellence Awards Finalists Central Station of the Year Finalists F.E. Moran Security Solutions and Protection 1 Central Station Manager of the Year Finalists Christine Jones, Ackerman Security Systems, and Bob Boland, Custom Alarm Central Station Operator of the Year Alex Doll, Amherst Alarm Inc., and Tiffany Miller, Cooperative Response Center (CRC) Inc. Central Station Support Person of the Year Mike Saxer, Amherst Alarm Inc., and Jesse T. Hall, COPS Monitoring To read about the finalists, visit

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Fall 2015 • CSAA Dispatch | 27

Regulatory Update Wireless Report

By John Prendergast

FirstNet Developments Public Safety Definition Comments: On June 4, AICC/CSAA filed comments on FirstNet’s Third Notice proceeding, exploring which entities will qualify as “public safety entities” (and thus be entitled to direct access the National Public Safety Broadband Network [NPSBN] directly). The comments urged that alarm companies be deemed “public safety” for the limited purpose of participating in the NPSBN, subject to prioritization for first responders in an emergency, with basic alarm signaling (occupying very little bandwidth) remaining online if possible. Meeting with APCO: Following submission of comments on FirstNet’s proposed definition of “public safety”, Jay Hauhn and John Prendergast met on July 16 with Derek Poarch, Jeff Cohen and Mark Cannon of APCO. Jay explained AICC’s initiative, and why it would be mutually beneficial to public safety and the alarm industry, including an immediate, steady stream of revenues to FirstNet, and in a second stage of network rollout, the ability of first responders to access video from the incident scene (and in some cases remotely impact the situation by, e.g., closing vents or activating in-building fire systems). Derek indicated that he is very interested in the Stage II video access capability in AICC’s presentation, and that he felt the alarm industry had made a better case than anyone else that they should be participating in

the network -- better than utilities, the road sign industry and railroads. However, APCO is dug into the position that Police, Fire and EMS are the only “priority” users of the FirstNet system authorized by law. They oppose any expansion of the definition of “public safety” entities. At the same time, Derek Poarch acknowledged that APCO is at odds with almost everyone else in holding this view. We indicated that FirstNet had suggested that we explore the public safety definition proceeding, but that the alarm industry is not married to being classified as public safety; instead, AICC believes that the very short data bursts that constitute alarm signals can be sent with priority on the FirstNet network without compromising the ability of first responders to operate -- even during a widespread emergency. We noted that whether alarm operations are called “public safety” or “high priority secondary users”, the key point was to ensure that the alarm signals continued to go through, even during a major event. To that end, we noted that this issue is likely to be resolved more by technical evaluation than legal wrangling, since if the network can technically accommodate prioritized alarm signals during an emergency, the labeling issue becomes minor. Poarch seemed to agree that a technical solution could play a big role in resolving this situation. APCO’s Chief Counsel, Jeff Cohen, raised that issue of whether alarm traffic on FirstNet was susceptible to the argument that is being made that 911 calls from the public should not be carried over FirstNet. We pointed out that this issue has already been tangentially explored in the NG911 proceeding, and that in fact AICC has worked with IACP, IAFC and NSA to advocate that device-initiated 911

calls not be allowed, so as to protect the PSAP. We noted that, as in the NG911 proceeding, the distinction to be drawn is that central station alarm communications constitute SCREENED alarm signals. Poarch noted that this was a good argument to counter the concern about letting public 911 calls on the FirstNet network. At the end of the meeting, Poarch invited us to maintain a dialogue with them; and he repeated his view that alarm operations are as deserving as any other non-first responder to be on the network, and could provide an important benefit to public safety. It appeared that we helped to allay some of APCO’s concerns, although AICC will have a tough time overcoming APCO’s overall opposition to public safety status for non-first responders. Fortunately, as APCO acknowledges, FirstNet makes the decision on who qualifies as “public safety” for purposes of accessing the nationwide public safety broadband network; and FirstNet seems to be interested in expanding eligibility for that classification. If FirstNet does decide to include alarm operations under the public safety definition, hopefully our dialogue with APCO will dampen any thoughts about challenging such decision. RFP Questions: AICC submitted questions to FirstNet on May 26, asking whether the proposed Request for Proposals (RFP) about serving as a contractor for the NPSBN will be an appropriate opportunity for the alarm industry, given the RFP’s focus on provision of infrastructure on either a nationwide or statewide basis. As you will see, the answers are rather vague and non-committal. In short, alarm companies are urged to look to join with other “offerers” (likely Verizon, AT&T or one of the other large carriers or aggregators) to be part of a “team” proposal; and with regard to our clearinghouse concept,

28 | CSAA Dispatch • Fall 2015

not much guidance is offered. The more informative response was the reaction of the FirstNet staff at our May 27 meeting, indicating that the RFP is not really AICC’s play. AICC will have until later this year to make a final decision on whether any sort of proposal is to be submitted in response to the actual RFP (and once the final RFP is released, there will be another opportunity to submit questions). AICC’s May 26 questions, and FirstNet’s responses, are reproduced below. FirstNet Responses to AICC questions: 508. The Special Notice is focused on obtaining information and proposals by “offerers”, which seem to be primarily entities that will be providing all or part of the National Public Safety Broadband Network (NPSBN) to FirstNet in exchange for access to excess spectrum and/ or revenues from Covered Leasing Agreements (CLAs). Do entities that wish to provide specific capabilities to whatever form of network is ultimately deployed, such as an ability to access video and data that may be useful to public safety responses, need to submit a proposal in response to the RFP? For example, as noted in AICC’s October 27, 2014 Comments in response to FirstNet’s RFI regarding partnering opportunities, alarm company participation in the National Public Safety Broadband Network (NPSBN) may facilitate the more efficient transmission of alarm signals, emergency data and video to central stations which can then be relayed to the relevant public safety agencies, while at the same time providing a revenue source for the operational expenses of the NPSBN. Alarm company participation may also allow real time public safety access to, e.g., security camera video. Is the current RFP process the appropriate venue for such proposals, or is that a matter to be handled through another process? Answer: For clarification, the Special Notice is not requesting proposals. Fall 2015

The purpose of the Special Notice is to obtain feedback in order to better understand industry’s capabilities, analyze the recommendations and alternative approaches, and determine how to best leverage existing capabilities and best practices in order to meet Public Safety needs. Another objective for the FirstNet acquisition is to promote competition and ensure a fair opportunity for all potential offerors. That being said, due to the complexity and all the objectives identified for the NPSBN, in order to achieve the “nationwide” objective it is going to be imperative that potential offerors consider embarking on partnering/teaming opportunities. It is very important to engage in activities for potential partnering/teaming opportunities as soon as possible. This may assist those who may not have the capabilities in meeting all of the objectives on their own in being a teaming partner in a NPSBN solution. 509. Certain potential FirstNet partners are members of an industry that includes numerous members of various sizes. While FirstNet may benefit from participation in the RFP process by individual industry members (especially larger companies), there are certain benefits that may be augmented if there is an avenue for participation by small to mid-size industry members as well. For example, alarm company participation in the National Public Safety Broadband Network (NPSBN) may facilitate the more efficient transmission of alarm signals and emergency data and video, as well as real time access to security camera footage and other data that may allow public safety officials to more effectively manage their response to crime, fires, abductions, civil unrest and other emergencies. The more companies that participate in this access arrangement, the greater the capability made available to public safety. This effort does not seem to fit neatly into the traditional RFP categories discussed in the special notice, but instead would seem to call

for the creation of an industry-wide clearinghouse that could administer an access arrangement that would allow participation in the NPSBN by smaller entities that may not otherwise be able to justify direct submission of a “bid” in the RFP process, and that would not otherwise be likely to “win” the bidding process. It is very possible that other industries could benefit from similar widespread, mutually beneficial participation arrangements with FirstNet if a clearinghouse mechanism could be utilized. Will FirstNet’s RFP allow for the submission of clearinghouse proposals, over and above the submission of direct partnership proposals by larger industry members? If so, can FirstNet provide guidance on information it would expect to see in such clearinghouse proposals? Answer: FirstNet desires the most cost effective, best value solution in order to achieve its stated objectives and best practices in order to meet PSE needs. Potential offerors should propose solutions to meet FirstNet’s objectives. This may include a potential offeror’s decision regarding the “type” of proposal submission and possible teaming arrangements. Moreover, any instructions pertaining to proposal submission will be included in a subsequent RFP within Section L, Instructions, Conditions, and Notices to offerors. Other parties’ questions: FirstNet received 666 questions, which are available for review at the fedbizopps website under “Opportunities”: 67f69ef4750eae619a3a2bbb7de34 I have compiled a sampling of responses that appear to be of some interest to the alarm industry, which I have attached. It will still be important for interested members of the alarm industry to review FirstNet responses to written questions to glean information that may affect the technical and legal aspects of their participation in the NPSBN. • CSAA Dispatch | 29


TV White Space Update Alarm companies should be able to conduct unlicensed operations on TV White Space spectrum (like other unlicensed operators), so long as the equipment conforms to the applicable power, emission limit and other technical restrictions imposed by the FCC’s rules. Exactly how much white space spectrum that will be available in any given market is going to depend on what the reorganized 600 MHz band plan looks like after a certain number of broadcasters elect to relinquish their spectrum in the reverse auction and the FCC runs its broadcast spectrum “repacking” software. There is also a question about how much spectrum will be available for unlicensed white space device operation after LPTV, TV translators and Broadcast Auxiliary Service (BAS) operations are accommodated. Commissioner Pai suggests that there will be likely be anywhere from 12 to 18 MHz of spectrum in the 600 MHz band for unlicensed use. On February 25, 2014, AICC filed reply comments in response to the Part 15 Unlicensed Spectrum NPRM that was issued last Fall. AICC urged rules that will preserved as much spectrum for unlicensed use as possible. During the August 6 open meeting, the FCC adopted a Report and Order that modernizes its Part 15 rules in a way that will permit unlicensed fixed and personal/portable white space devices (as well as wireless microphones) to use channels in the 600 MHz and television broadcast bands while continuing to protect TV and other licensed services from harmful interference. The Commission’s Part 15 rules currently permit unlicensed devices to operate on unused TV channels, the so-called “white space” spectrum. Following the upcoming incentive auction, and repacking of TV broadcast operations, however, there are likely to be fewer white space frequencies in the TV band for use by unlicensed devices. The complete text of the FCC’s Report

and Order has not yet been released, so we have not yet had an opportunity to review the fine print, but an FCC news release explains that the new rules: ■■





Permit more robust and efficient operation of fixed and personal/ portable white space devices in television broadcast bands without increasing the risk of interference to broadcast services; Provide technical parameters for fixed and personal/portable white space devices to operate in the 600 MHz band, including the duplex gap and guard bands, and channel 37 on a shared non-interference basis with medical telemetry and radio astronomy; Permit sharing of spectrum between white space devices and unlicensed microphones in the 600 MHz band; Expand the location and frequency information in the white space databases and update database procedures; and Adopt transition periods for the certification, manufacturing and marketing of white space devices and wireless microphones that comply with new rules

Republican Commissioners Ajit Pai and Michael O’Rielly each expressed reservations about the item because they disagreed with the Commission’s technical analysis, and the potential for unlicensed devices to cause interference to licensed services, including the Wireless Medical Telemetry Service (WMTS), a licensed service that operates, in part, on Channel 37 in the 600 MHz band. But what probably concerned them more was the potential for interference from unlicensed devices to new commercial mobile services in the 600 MHz band to drive down revenues in the incentive auction. “Indeed, the record shows that even a 5% loss of spectrum capacity due to interference from guard band operations will lower spectrum values

by 9%,” wrote Commissioner Pai. “ A 20% impairment will lower them by 43%.” In the end, however, both Republican commissioners voted to approve the item because of last-minute protections that were added by the Chairman’s office and OET to address their concerns. As we understand it, the Order now provides that if a licensed wireless provider believes that an unlicensed device is causing harmful interference to its licensed service, the relevant parties must work collaboratively and in good faith with the wireless provider to address the issue. In addition, the Order now reportedly makes clear that compliance with Part 15 technical rules by unlicensed devices does not create blanket immunity from non-interference requirements. We expect that engineering solutions should become available to reduce the potential for interference caused by fixed alarm system operations. In the meantime, a separate Incentive Auction Vacant Channels NPRM proposes a plan to preserve one vacant TV channel in the UHF TV band in each area of the US for shared use by white space devices and wireless microphones.

900 MHz Suitability for Alarm Data The FCC licenses the 900 MHz frequencies for private land mobile use under Part 90 and for private microwave (fixed point to point and fixed point to multipoint (or MAS) under Part 101 of its rules. This spectrum may be used for digital transmissions such as alarm signals, and indeed some alarm companies already hold licenses. We understand that these frequencies are currently used by Alarmnet A, and were previously used at Repco. It is important to note that the suitability of 900 MHz spectrum for alarm signaling in the private land mobile

30 | CSAA Dispatch • Fall 2015

bands under a bit of a cloud, for two reasons: (a) spectrum will not be universally available since the FCC determined in 2008 that it would not lift a filing freeze on new applications until six months after the 800 MHz rebanding process has concluded and (b) a petition for rulemaking has been filed (with the support of some major trade associations) to repurpose the Part 90 land mobile 900 MHz band for private broadband networks that use LTE technology. The 900 MHz MAS spectrum is more likely to provide the answer for additional spectrum needs to the extent that spectrum is available – either directly from the FCC or on the secondary market through spectrum leases or license partitions from past auction winners. In this regard, the FCC auctioned the commercial blocks of MAS spectrum and in many areas, the portion of the MAS band that was set aside for private internal use has already been licensed; thus, spectrum may not be available in many of the metropolitan areas (and even in some rural areas where oil and gas companies are using this spectrum for SCADA operations). Use of the 900 MHz point to point spectrum likely would not be desirable, since the alarm companies would be forced to license each customer premises radio – which would lead to the public disclosure of the customers’ locations, and delays in setting up their systems. Those companies that are interested in exploring whether a 900 MHz MAS system might provide a viable option should contact us so that we can determine whether it would be feasible to file an application with the FCC. CSAA should be able to handle the frequency coordination in most cases under Rule Section 101.105(b)(3)(i) – which requires a mileage separation demonstration between co-channel stations. In those circumstances where the co-channel mileage separation cannot be achieved, a more detailed engineering showing will be required under Rule Section 101.105(b)(3)(ii) – which Fall 2015

CSAA may have to contract out if it does not have the resources to prepare this showing. We can assist CSAA in finding a contractor to partner with should the need arise.

forfeitures. In this regard, the FCC has found that this issue generally arises when the “Step 2” amendment is made, including: ■■

Enforcement Alert: FCC Finding Tower Violations Through ASR Database Review Recently, the FCC has noticed a trend where applications for antenna structure registration (ASR) contain defects that point to violations of the FCC’s ASR rules that could result in significant fines. These violations include: ■■





Failing to obtain both a Determination of No Hazard from the Federal Aviation Administration and an ASR registration prior to constructing the antenna structure. Failing to notify the FCC within five days of completing construction of the tower or dismantling the tower. Installation of obstruction marking and lighting that differs from the specifications authorized by the FCC in the ASR system and/or specified on the Determination of No Hazard issued by the FAA. Failing to update the ASR registration database upon receipt of a new/updated Determination of No Hazard from the FAA for an antenna structure. Failure to report tower ownership changes.

Additionally, now that the FCC’s ASR application process includes an environmental assessment, the filing process has become more complex and confusing. The application is now a two-step process, with the second step occurring after the environmental process has been completed. As a result, the FCC is also reminding applicants that ASR applicants may not prematurely certify that the antenna structure would not have a “significant environmental effect.” Doing so could result in the imposition of monetary



The applicant uses ASR Certification Option No.1 (indicating that the construction is exempt from environmental notification due to another agency’s review before an environmental review has actually been completed); The applicant uses ASR Certification Option No. 3 (asserting that an environmental notification has been completed, and that the FCC has notified the applicant that an Environmental assessment is not required before the Bureau has notified the applicant that an Environmental Assessment is not required); or The applicant uses ASR Certification Option No. 4 (asserting that the FCC has issued a Finding of No Significant Impact before the FCC has issued such finding).

In order to avoid the potential for monetary forfeitures, it is very important that alarm companies employing antenna structures ensure that their ASR filings are made in a timely manner and in compliance with the FCC’s environmental rules. We recommend that companies contact us with any questions, or have us assist with preparation of their filings, to avoid fines.

FCC Grants Waiver to Permit Use of Wrist-Worn Personal Locator Beacon Breitling U.S.A. has obtained a waiver of Part 95 of the FCC’s Rules to permit equipment authorization and use of the Breitling Dual Band Emergency Watch (Emergency 2 Watch), which includes a Personal Locator Beacon (PLB). In particular, Breitling sought a waiver of certain manual control, battery and labelling requirements in the Radio Technical Commission for Maritime Services (RTCM) standard. Alarm • CSAA Dispatch | 31

REGULATORY UPDATE service providers should evaluate whether this technology could be of use, tracking guards, protected persons or valuable cargo. In 2001, the FCC granted Breitling a prior waiver to permit equipment authorization and use of its Emergency Watch, which was designed to be back-up safety device to supplement the conventional 121.5 MHz Emergency Locator Transmitter (ELT) radio beacon that is activated in order to alert search and rescue services in the event of an aviation accident. At the time, a waiver was required because the Emergency Watch did not meet all of the FCC’s technical requirements for ELTs, including certain battery, control and labeling requirements. Since the time that Breitling obtained its 2001 waiver, there have been ten emergency activations of the Emergency watch and no inadvertent or false alarms. In 2002, the FCC amended its rules in order to permit the authorization and use of PLBs – emergency beacons for individuals on land that transmit on the frequencies 406.0-406.1 MHz and 121.5 MHz. PLBs must conform to the RTCM standards. Breitling has now developed a second generation Emergency Watch that includes a PLB. Breitling claims that the incorporation of a PLB into a wristwatch casing as opposed to a conventional hand-held device renders certain requirements of the RTCM standards irrelevant or infeasible. To offset those issues, Breitling pointed out that the Emergency 2 Watch would be worn on the wrist and thus “immediately at hand and ready to operate with no added risk of harmful interference to others.” Additionally, Breitling noted that the Emergency 2 Watch meets all of the other requirements of the RTCM standards (except for those provisions for which it was granted waiver back in 2001). While the RTCM standard requires certain operational and battery life requirements, the Commission noted,

in granting Breitling’s waiver request, that the Emergency 2 Watch was similar to a conventional PLB, but with the added benefit of being a wristwatch that is worn at all times as increasing the likelihood of it being available for use in an emergency situation. The Commission concluded that this ready access offset the operational differences between a conventional PLB and the Emergency 2 Watch.

FCC Releases Robocall Rule Clarification On July 10, 2015, the FCC released an Omnibus Declaratory Ruling and Order clarifying numerous issues concerning the application of the Telecommunications Consumer Protection Act (TCPA) and providing guidance on whether certain conduct violates the TCPA. (CG Docket No. 02-278, WC Docket No. 07-135).  The Omnibus Declaratory Ruling is effective upon issuance, so to the extent that it impacts any practices currently being followed by alarm companies, they should adjust those practices immediately. At the outset, we note that the Omnibus Declaratory Ruling does not deal with the Petition for Expedited Declaratory Ruling filed by the Edison Electric Institute and the American Gas Association, on which AICC commented earlier this year. In that petition, EEI and AGA sought clarification that non-emergency, service-related telephone calls and text messages made by utilities are not in violation of the TCPA. AICC filed comments in support, with the caveat that the clarification be broad enough to cover the kind of service-related messages that alarm companies typically send to their customers. While the Omnibus Declaratory Ruling does clarify one particular aspect related in the petition, the clarification seems to apply to financial and healthcare institutions rather than the alarm industry.

Specifically, the FCC exempts from the TCPA’s consumer consent requirements, messages about timesensitive financial and healthcare issues and then only under certain conditions. “Time-sensitive financial issues” include calls made by financial institutions intended to prevent fraudulent transactions or identify theft, calls involving data security breaches and calls conveying measures consumers may take to prevent identity theft following a data breach. “Healthcare issues” include calls made by healthcare institutions regarding appointment and exam confirmations and reminders, wellness checkups, hospital pre-registration instructions, pre-operative instructions, lab results, post-discharge follow-up intended to prevent readmission, prescription notifications, and home healthcare instructions. While this clarification is limited in scope, we are hopeful that it sets the table for a later application to appointment reminders, etc. by other industries, including alarm companies. Other issues addressed by the Commission that may impact the alarm industry include: Applicability of TCPA to Text Messages. Text messages are “calls” subject to the TCPA, as previously determined by the Commission. Consumer consent is required for text messages sent from text messaging apps that enable entities to send text messages to all or substantially all text-capable U.S. telephone numbers, including through the use of autodialer applications downloaded or otherwise installed on mobile phones. AICC should ensure that its members are all aware that sending a text instead of a call does not sidestep TCPA restrictions. Revocation of Consent. The FCC clarifies that a called party may revoke consent at any time and through any reasonable means.  A caller may not limit the manner in which revocation may occur.  Further, if any question arises as to whether prior express consent was provided by a call recipient, the burden is on

32 | CSAA Dispatch • Fall 2015

the caller to prove that it obtained the necessary prior express consent. Alarm companies that use autodialers must keep clear records and take revocations of consent very seriously. Alarm companies that specify a method of withdrawing consent must understand that other methods of withdrawing consent cannot be denied. For example, if a customer calls a service representative and asks to be removed, a court could reasonably find consent successfully revoked, even if the service representative is not capable of addressing the issue and/ or fails to communicate the request to someone who can. Continued autodialing after revocation of consent can result in trebling of the alreadysteep $1,500 per violation penalty for continued autodials. Reassigned Wireless Numbers. Calls to reassigned wireless numbers violate the TCPA when a previous subscriber, not the current subscriber or customary user, provided the prior express consent on which the call is based. The consumer assigned the telephone number dialed and billed for the call (or the non-subscriber customary user of a telephone number included in a family or business calling plan) can give prior express consent to be called at that number.   However, where a caller believes he has consent to make a call and does not discover that a wireless number had been reassigned prior to making or initiating a call to that number for the first time after reassignment, the FCC finds that liability should not attach for that first call, but the caller is liable for any calls thereafter.  This is the equivalent of the “every dog is entitled to one bite” rule in tort liability. However, the caller, and not the called party, bears the burden of demonstrating: (1) that he or she had a reasonable to basis to believe there was consent to make the call, and (2) that he or she did not have actual or constructive knowledge of reassignment prior to or at the time of this one-additional-call window we recognize as an opportunity for callers to discover reassignment. Because Fall 2015

it is up to the company to be able to demonstrate that it did not have actual or constructive knowledge of reassignment, alarm companies that use any type of autodialing must pay close attention to the numbers they dial and any communications they receive from their customers that may indicate the number has been reassigned. Just recently, Time Warner Cable was found in violation of the TCPA and the plaintiff was awarded treble damages because she told Time Warner Cable the person they were attempting to contact was not at this number and they did not stop calling. The FCC also clarified that the fact that a consumer’s wireless number is in the contact list on another person’s wireless phone, standing alone, does not demonstrate consent to autodialed or prerecorded calls, including texts. This typically involves an app that goes through the consumer’s contact list and auto-invites the contacts to download the app as well, and we suspect it’s not an alarm industry practice. Internet-to-Phone Text Messages: Internet-to-phone text messages require consumer consent. Alarm companies that may be using software to automatically contact customers is still considered to be “autodialling,” even though it is not using a phone, and must be sure to have the customer’s consent. The Commission also addressed the following issues Definition of an Autodialer. Any equipment that has the requisite “capacity” to dial random and sequential numbers is an autodialer and is therefore subject to the TCPA. Callers cannot avoid obtaining consumer consent for a robocall simply because they are not “currently” or “presently” dialing random or sequential phone numbers.  The FCC acknowledges, however, that the definition of “autodialer” does not extend to every piece of malleable

and modifiable dialing equipment that conceivably could be considered to have some capacity, however small, to store and dial telephone numbers. For example, a handset with the mere addition of a speed dial button is not an autodialer.  Further, there must be more than a theoretical potential that the equipment could be modified to satisfy the “autodialer” definition.  Thus, the FCC states that although it might be theoretically possible to modify a rotary-dial phone to such an extreme extent that it would satisfy the definition of autodialer, “such a possibility is too attenuated for us to find that a rotary-dial phone has the requisite “capacity” and therefore is an autodialer.” Call-Blocking Technology. The Communications Act and the FCC’s rules do not prohibit carriers or Voice over Internet Protocol (VoIP) providers from implementing consumer-initiated call-blocking technology that can help consumers stop unwanted robocalls. Collect Calls. With regard to collect call services, the FCC clarifies that, where a caller provides the called party’s phone number to a collect call service provider and controls the content of the call, he is the maker of the call rather than the collect-call service provider who connects the call and provides information to the called party that is useful in determining whether he or she wishes to continue the call.  Additionally, collect calling service providers that use prerecorded messages, on a single call-by-call basis, to provide call set-up information when attempting to connect a collect call to a residential or wireless telephone number may do so under the TCPA without first obtaining prior express consent from the called party.  The person who dials the number of the called party or the number of a collect calling service provider in order to reach the called party, rather than the collect calling service provider who simply connects the call, “makes” the call for purposes of the TCPA. • CSAA Dispatch | 33

REGULATORY UPDATE Platform Provider Liability. Whether a person who offers a calling platform service for the use of others has knowingly allowed its client(s) to use that platform for unlawful purposes may be a factor in determining whether the platform provider is so involved in placing the calls as to be deemed to have initiated them. To demonstrate the seriousness of TCPA compliance, the United States District Court for the Southern District of New York recently granted summary judgment against Time Warner Cable for violations of Act. The plaintiff, Ms. Araceli King, was awarded $229,500 – 153 violations at $1,500 per violation. Time Warner argued that its system did not qualify as an automated dialer because it did not generate numbers, but rather compiled them from Time Warner’s customer base (specifically, customers who were behind on their bills). The court found, however, that since a human did not compile the list, and in fact no human involvement was identified at any stage in the process, the system is fully automated from start to finish and is therefore an automated dialer. “Whether it actually dialed King’s number randomly or from a list is irrelevant.” Finally, Time Warner argued that it placed the calls with the consent of the consumer. Specifically, Time Warner argued that (a) the plaintiff had consented through her agreement with the company and (b) it thought it was calling a Mr. Luiz Perez, whose consent it had also obtained. However, after a few months of calls, the plaintiff informed a Time Warner representative that she was not Mr. Perez, and asked the company to stop calling her. The court found that this constituted revocation of consent, and that all calls placed after the revocation (153) were violations of the TCPA.

Wireline Report

By Mary J. Sisak FCC Addresses Alarm Industry Concerns — Requires Backup Power Option for Ten Years and Adopts Copper Retirement Protections; Seeks Further Comment on Comparable Service as Legacy Service Replacement The FCC has released two separate Orders addressing the issue of backup power for non-powered wireline services and the retirement of copper facilities. The FCC also has requested further comment on what would constitute an adequate substitute for retail services that a carrier seeks to discontinue, reduce or impair in connection with a technology transition, for example, TDM to IP, or wireline to wireless. AICC and the industry became involved in these questions at the FCC during the past few years in a series of proceedings, including the FCC’s rulemaking concerning IP transition trials; the network change notifications filed by Verizon to replace copper facilities with fiber in a number of states; and Verizon’s efforts to discontinue traditional POTs service on Fire Island after Hurricane Sandy. Among other things, AICC advocated in favor of a requirement that consumers be informed of the need for backup power for IP-based communications services and provided with a backup power option; the adoption of a Managed Facilities Voice Network standard like the NFPA-72 standard to ensure reliable communications networks; and adoption of notification requirements for consumers and alarm companies when copper facilities are replaced to

ensure that alarm systems will continue to work. Recently, AICC continued its efforts to raise the issues faced by the alarm industry as a result of the transition to IP-based services in meetings with all of the FCC Commissioner offices and the Wireline Competition Bureau. In response to the concerns raised by AICC and others, the FCC’s Orders require 1) providers of facilities-based, fixed, voice residential service that is not line powered, to offer new subscribers the option to purchase a backup solution that provides at least 8 hours of standby power during a commercial power outage and to notify subscribers, at the point of sale and annually thereafter, of the availability of backup power purchasing options; and 2) local exchange carriers (LECs) to notify consumers when copper facilities are to be retired. The Orders are discussed separately, below. FCC Order Requires Backup Power Option for Ten Years To ensure “that all consumers understand the risks associated with nonline-powered 911 service, know how to protect themselves from such risks, and have a meaningful opportunity to do so,” the FCC has adopted new rule section 12.5, which requires providers of facilities-based, fixed, voice residential service that is not line powered to offer new subscribers the option to purchase a backup power solution and to notify subscribers, at the point of sale and annually thereafter, of the availability of backup power purchasing options. Specifically, the FCC has adopted the following requirements: 1. All providers of facilities-based, fixed, voice residential service that is not line powered, are required to offer new subscribers the option to purchase a backup solution that provides at least 8 hours of standby power during a commercial power outage and, within three years, at least one option that provides a minimum of 24 hours of 911

34 | CSAA Dispatch • Fall 2015

service. This includes fixed applications of wireless service offered as a “plain old telephone service” (POTS) replacement. The FCC clarifies that a wireless voice service is “fixed” for purposes of this rule if it is marketed as a replacement for line-powered telephone service and is intended primarily for use at a fixed location. To meet the backup power requirement, initially, “providers of covered services must offer, at the point of sale, to install a technical solution capable of supporting at least 8 hours of uninterrupted 911 service during a power outage. Within three years, providers must also offer, at the point of sale, a technical solution capable of supporting 24 hours of uninterrupted 911 service if the subscriber desires additional backup power.” The FCC states that the backup power requirements “are based on the amount of time a technical solution can maintain a covered service in standby mode, i.e., able to provide a dial tone and to initiate and receive voice calls, but not necessarily in continuous use.” The FCC does not specify the means by which providers of covered services offer to supply backup power. The FCC also makes clear that providers of covered services may charge subscribers for backup power capabilities, if subscribers wish to purchase them. 2. All providers of facilities-based, fixed, voice residential service that is not line-powered must notify subscribers, at the point of sale and annually thereafter until September 1, 2025, of the availability of backup power purchasing options, use conditions and effect on power source effectiveness, power source duration and service limitations, testing and monitoring, and replacement details. The FCC requires providers to disclose to subscribers the following information: (1) availability of backup power sources; (2) service limitations with and without backup power during a power outage; (3) purchase and replacement options; (4) expected Fall 2015

backup power duration; (5) proper usage and storage conditions for the backup power source; (6) subscriber backup power self-testing and monitoring instructions; and (7) backup power warranty details, if any. 3. The FCC’s rule and requirements will sunset on September 1, 2025. The FCC expects that “the marketplace and consumer expectations will evolve along with advances in technology so that adequate backup power solutions and availability will become commonplace.” The FCC anticipates that a ten-year period “will allow sufficient time for a ‘cultural and educational shift’ in consumer expectations, along with marketplace and technological development” at which time, “[c] onsumers will then be empowered to assume primary responsibility over their backup power, similar to the responsibility consumers now bear for mobile devices they may rely on for 911 access during an emergency.” FCC Order Requires Notice of Copper Discontinuance; Requests Comment on Comparable Services In a separate action, the FCC adopted an Order and Further Notice of Proposed Rulemaking concerning the requirements that will apply when local exchange carriers (LECs) seek to retire copper facilities and when they make changes that involve the discontinuance, impairment, or reduction of legacy services. Specifically, the FCC has adopted the following requirements 1. Although the FCC reaffirms its network change notification process, that allows carriers to retire legacy copper facilities without FCC approval, so long as the change of technology does not discontinue, reduce, or impair the services provided, it requires incumbent LECs to provide notice of planned copper retirements to retail customers when such retirements remove copper to the customers’ premises, along with particular consumer protection measures.

2. The FCC implements revisions to the copper retirement rules to require incumbent LECs to provide at least six months’ advance notice of proposed copper retirements to interconnecting carriers in order to provide such carriers adequate time to prepare their networks for the changes. 3. The FCC clarifies that a carrier must obtain Commission approval before discontinuing, reducing, or impairing a service used as a wholesale input, but only when the carrier’s actions will discontinue, reduce, or impair service to end users, including a carrier-customer’s retail end users. In the Further Notice of Proposed Rulemaking (FNPRM) the FCC proposes specific criteria for the Commission to use in evaluating applications to discontinue retail services pursuant to section 214 of the Act. Specifically, the FCC proposes that a carrier seeking to discontinue an existing retail service in favor of a retail service based on a newer technology must demonstrate that any substitute service offered by the carrier or alternative services available from other providers in the affected service area meet the following criteria: (1) network capacity and reliability; (2) service quality; (3) device and service interoperability, including interoperability with vital third-party services (through existing or new devices); (4) service for individuals with disabilities, including compatibility with assistive technologies; (5) PSAP and 9-1-1 service; (6) cybersecurity; (7) service functionality; and (8) coverage. It is anticipated that AICC will file comments on the FNPRM. The date for filing comments is not yet available. 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 • CSAA Dispatch | 35

Central Station Operator Level 1 Training Graduates

USA and international graduates completed May 1–July 31, 2015

FIRST LAST COMPANY Elaine Aaron-Shumate Cleveland Metro Schools Virgil Abuyen Kroger Central Alarm Control Matthew Adams Reliance Protectron Montreal (CA) Jonathan Agosto Scarsdale Security Systems, Inc. David Aguero Monitronics International Amal Ahmed Reliance Protectron Montreal (CA) Alexa Alexander VRI Samantha Alford Vector WEST Brittany Allely COPS Monitoring - New Jersey Kristey Allison Security Central Shanitta Allison Security Central Jonathan Alvarez Alarm Specialist Corp Shelia Anderson Security Central Deanna Angel Commissionaires Ottawa (CA) Juli Angus Monitoring America Alarm Co-Op Jessica Araiza Lockheed Martin Maria Arias Security Partners, LLC Rafael Armenta Monitronics International Richard Arnold ADS Security L.P. Joel Ashley Security Partners, LLC Montanna Atkins VRI Lisa Austin Vector EAST Lonika Badey Security Central Levese Bailey Security Central William Baird Kroger Central Alarm Control Cris Baker Security Central Christine Ball Alarm Monitoring Services, Inc. Kaitlin Ballantine Yarnell Security Systems Andrew Barnett Guardian Protection Services Skylar Barrett Engineered Protection Systems, Inc. Kerry Barron Time Warner Security Wendy Barto Vyanet Security & Technology Cynthia Barton Dunbar Security Systems Starla Bell Ackerman Security Systems Matthew Bellec Reliance Protectron Montreal (CA) Angela Benge Security Central Candice Bennett Security Central David Bergquist DMC Security Services, Inc. Kelly Bernhardy Guardian Protection Services Sacha Best Security Central Alexis Bills Time Warner Security Melissa Bowers THRIVE Intelligence Michelle Boylsn DGA Security James Britton Guardian Protection Services Adrian Brown Johnson Controls Maurionna Brown FE Moran Tosha Brown Monitoring America Alarm Co-Op Jamie Bruck RFI Rodney Bryant ADS Security L.P. Tina Bryant Scarsdale Security Systems, Inc.

GRADUATED 6/24/2015 5/9/2015 7/16/2015 6/28/2015 7/26/2015 5/13/2015 7/31/2015 7/1/2015 7/15/2015 5/18/2015 6/10/2015 5/10/2015 6/16/2015 5/26/2015 5/14/2015 5/15/2015 6/17/2015 5/31/2015 6/29/2015 6/25/2015 6/1/2015 6/9/2015 5/15/2015 5/17/2015 5/18/2015 5/6/2015 5/30/2015 7/3/2015 6/1/2015 6/5/2015 6/24/2015 7/9/2015 5/31/2015 6/8/2015 6/19/2015 5/13/2015 6/13/2015 5/9/2015 5/25/2015 5/5/2015 6/12/2015 5/15/2015 6/11/2015 5/25/2015 7/20/2015 6/30/2015 5/13/2015 5/18/2015 5/27/2015 5/28/2015

FIRST LAST COMPANY GRADUATED Alexis Buckner FE Moran 7/13/2015 Debora Burgess Comporium SMA Solutions Inc 5/10/2015 Jerald Burns Mylan, Inc. 5/2/2015 Wanda Burns Security Central 5/24/2015 Brittany Butler Ackerman Security Systems 5/4/2015 Edward Butler Affiliated Monitoring 6/9/2015 Sheena Byers Security Central 5/22/2015 Kyle Cabana CVS Caremark 5/11/2015 Asher Caldwell Security Central 5/18/2015 Cindy Campbell Security Central 5/18/2015 Karen Campbell Security Central 5/24/2015 Maria Campos Monitronics International 5/25/2015 Christina Caracci Statewide Central Station 5/14/2015 Gaskins Caren Guardian Protection Services 7/30/2015 Trisha Carmona Security Central 5/15/2015 Katrina Carper Yarnell Security Systems 6/10/2015 Nicole Carroll Monitronics International 6/21/2015 Ellyn Caselberry FE Moran 7/10/2015 Peggy Cashion Security Central 6/3/2015 Emmanuel Castellanos United Central Control 6/10/2015 Catherine Causby Security Central 6/11/2015 Ezra Cerio First Alarm 5/2/2015 Fu-Hung Alfred Chan Commissionaires Ottawa (CA) 5/26/2015 Roy Chapman Alarm Monitoring Services, Inc. 6/19/2015 Breeann Chilton VRI 6/12/2015 Myisha Clark Kastle Systems - Falls Church 5/6/2015 Sheri Clark Security Central 6/14/2015 Matthew Cleveland Walgreens 6/2/2015 Elisha Clutter Security Central 5/6/2015 Sara Cockrell Security Central 6/10/2015 Erik Colburn Monsanto Company 6/15/2015 Shannon Coleman Diavik Diamond Mines (2012) Inc. (CA) 7/10/2015 Javier Francisco Colman Gresinsa (PA) 5/3/2015 Jimmy Combs AT&T 5/5/2015 Andrew Cone VRI 6/1/2015 Bridget Conroy CenterPoint Technologies 5/7/2015 Joshua Conway Guardian Protection Services 5/13/2015 Eric Cook Alarm Tech Central Services, Inc. 5/4/2015 Nancy Cook Security Central 5/24/2015 Paula Corn Security Central 6/30/2015 Karina Cortez Monitronics International 7/1/2015 Jennifer Cox Ackerman Security Systems 5/15/2015 Bob Crachy Safe Systems 6/12/2015 Dylan Cummings VRI 6/26/2015 Allen Gray Dales THRIVE Intelligence 6/4/2015 Denisha Dalton Security Central 6/25/2015 Doraine Dalton Security Central 5/28/2015 Kori Davis iWatch Communications 7/29/2015 Maygan Davis Monitronics International 7/27/2015 Brittany Day Security Central 5/5/2015

36 | CSAA Dispatch • Fall 2015

OPERATOR LEVEL 1 TRAINING GRADUATES FIRST LAST COMPANY Melina Day Security Central Sasha Daye Security Central Tiffany Dean Central Station, Inc. Daniel DelVitto Vector WEST Marlin Denlinger Yarnell Security Systems Lisa Depaolo Statewide Central Station Jeffrey Desormiers Reliance Protectron Montreal (CA) Briana Despian Security Central Kyle Dexter iWatch Communications Katie Deyarmin Security Central Shari Dickeson DMC Security Services, Inc. Marketha Dillard Central Station, Inc. Regina Dishman Security Central Katrena Dobson Security Central Patricia Donato Security Partners, LLC Tyisha Drakeford Scarsdale Security Systems, Inc. Richelle Duclayan Lockheed Martin Patricia Dudley United Central Control John Duffy CVS Caremark Josh Duke BC Hydro / Paladin Security (CA) Aubrey Duldulao Reliance Protectron Montreal (CA) Aaron Earl Vivint Inc. Justin Easley ETC Communications Kelly Edwards Damar Security Services/ Security Response Center (CA) Mariah Edwards VRI Tabitha Eggers Security Central Luc Emond Commissionaires Ottawa (CA) Hannah Engebretsen Vivint Inc. Justin England Alarm Monitoring Services, Inc. Victoria Faber Security Partners, LLC Maria Faggart Security Central Amanda Fairburn Dynamark Monitoring Karen Ferguson Comporium SMA Solutions Inc Gerald Filhart BAE Systems Christina Firmin Scarsdale Security Systems, Inc. Angela Fleck Dunbar Security Systems Keana Floyd Monitronics International Brenda Fogle Yarnell Security Systems Maci Foret Security Central Samantha Forsman COPS Monitoring - New Jersey Christian Foster AT&T Jeanna Fountain Ackerman Security Systems Jeremy Fox VRI Adriana Fregoso VRI Gerald Fuller United Central Control Shoukria Fulton THRIVE Intelligence Danielle Funderburk Security Central Jason Futch Security Central Adam Galloway THRIVE Intelligence Shana Garcia Security Central Ana Garcia-Martinez Monitronics International James B. Garrison LDS Church Fantasia Geeburney Affiliated Monitoring Christopher Giardina Scarsdale Security Systems, Inc. Fall 2015

GRADUATED 5/17/2015 5/29/2015 7/27/2015 5/27/2015 6/20/2015 5/11/2015 6/19/2015 5/18/2015 6/6/2015 5/14/2015 5/20/2015 7/24/2015 5/15/2015 5/12/2015 6/5/2015 6/29/2015 5/26/2015 6/10/2015 5/16/2015 5/7/2015 5/21/2015 6/17/2015 6/15/2015 6/9/2015 6/26/2015 5/29/2015 7/9/2015 6/16/2015 7/4/2015 7/15/2015 5/18/2015 7/30/2015 5/25/2015 6/24/2015 7/19/2015 5/10/2015 5/18/2015 7/2/2015 5/11/2015 7/5/2015 5/5/2015 5/15/2015 6/12/2015 5/2/2015 6/9/2015 5/11/2015 5/28/2015 5/19/2015 5/7/2015 6/15/2015 5/25/2015 5/19/2015 6/17/2015 7/19/2015

FIRST LAST COMPANY Lacey Gibbs VRI William Gillespie Interface Security Systems Barry Gimpel Scarsdale Security Systems, Inc. Faith Glenn Central Station, Inc. John Godsey Dynamark Monitoring Paul Goff Commissionaires Ottawa (CA) Kimberly Gomillion Kastle Systems - Falls Church Adela Gonzales Monitronics International Priscilla Gonzalez Vivint Inc. Heather Gordon VRI George Gorski Johnson Controls Cheryl Gough Reliance Protectron Montreal (CA) Brandyrhae Graf First Alarm Maurisha Graves Time Warner Security Kayla Greenleaf Guardian Protection Services Amy Gresham Ackerman Security Systems Monique Griffin California Security Alarms, Inc Katrina Grissom Interface Security Systems, LLC Mark Grover Kroger Central Alarm Control Carolina Guajardo United Central Control Steve Guzman Alarm Tech Central Services, Inc. Louis Hagele Vector EAST Cayla Hale VRI K’Shana Hall Alarm Monitoring Services, Inc. Charlotte Hanks Vivint Inc. Evette Hannah Interface Security Systems, LLC Jonathan Hardin Security Central Ashley Harold Guardian Protection Services Nikki Harris Security Central Laura Hartline Security Central Dawn Hastings Security Central Eric Hastings BAE Systems Lindsay Hastings Guardian Protection Services Cindy Henderson Security Central Ross Henderson Security Central Feliszity Hernandez Monitor America Gerardo Hernandez Sony Katherine Herrera Sony Alexis Hill-DeLaCruz Matson Alarm Gloria Hill-Evans Kastle Systems - Falls Church David Hinds Security Partners, LLC Jaclyn Hinkle Yarnell Security Systems Michael Hixson VRI Jacquelyn Hoagland Security Partners, LLC Stephen Hogg THRIVE Intelligence Casey Hoskins Ackerman Security Systems Ashley Howley Security Central Alexandria Humes Security Central Ashleigh Hunter Security Central Andrew Hurley Kroger Central Alarm Control Alexandra Hurst VRI Briana Hypio Comporium SMA Solutions Inc Baquita Ikard Security Central Khuram Iqbal CenturyTel Security Systems Gerald Jackson Monitronics International

GRADUATED 6/26/2015 5/13/2015 7/18/2015 7/26/2015 7/8/2015 5/28/2015 5/1/2015 7/29/2015 6/16/2015 7/31/2015 7/28/2015 7/20/2015 5/7/2015 6/24/2015 7/21/2015 7/6/2015 6/8/2015 7/16/2015 5/11/2015 5/6/2015 5/12/2015 5/13/2015 6/1/2015 7/9/2015 7/11/2015 7/2/2015 5/18/2015 6/5/2015 6/10/2015 6/8/2015 5/6/2015 6/25/2015 5/27/2015 6/8/2015 6/9/2015 5/27/2015 6/30/2015 7/2/2015 7/8/2015 5/4/2015 6/11/2015 6/16/2015 5/1/2015 6/7/2015 5/26/2015 7/8/2015 6/11/2015 5/6/2015 6/25/2015 6/14/2015 7/31/2015 6/22/2015 5/16/2015 7/2/2015 6/28/2015 • CSAA Dispatch | 37

OPERATOR LEVEL 1 TRAINING GRADUATES FIRST LAST COMPANY Kori Jackson Vector EAST Blanca Jaramillo Monitronics International Patty Johnson Kroger Central Alarm Control DiAra Jones Central Security & Communications Natalie Jones Vector EAST Porchia Jones THRIVE Intelligence Samtya Jones Security Central Tony Jones Security Central Patricia Junious BAE Systems Shelby Kash VRI Brian Katana Guardian Protection Services Brian Keen AT&T Tenzin Kelsang Primary Response, Inc. (CA) Albert Kempa COPS Monitoring - New Jersey Peter Khalil Monitoring America Alarm Co-Op Kristen Kimber Time Warner Security Jasmine King Security Central Sasha Kinney Security Central Shelley Kinney Security Central Tania Lacharité Commissionaires Ottawa (CA) Leanne Lackey Security Central Evan Lafean Delphi Facilities Services Group John Lagnese Guardian Protection Services Daniel Lagoe Time Warner Security Kristiana Lake CVS Caremark Erica Lambert Security Central Branden Lambrich Security Partners, LLC Victor Landeros WM Security Services, Inc Steven Landry Reliance Protectron Montreal (CA) Adam Lapinski Vector WEST Karl Lavaway Time Warner Security Brett Lawhorn VRI Emma Layne Security Central Rapheal LeDay COPS Monitoring - Scottsdale Amber Leighton Damar Security Services/ Security Response Center (CA) Jarod Lemieux CVS Caremark Christopher Lesueur VRI Kali Lindsey VRI Cristen Litchfield Savannah River Nuclear, LLC Kanisha Little AT&T Jessica Loftis Security Central Tiffany Logan Interface Security Systems, LLC Diane Long Dunbar Security Systems Monique Lopes Security Central Philip Lopez Sony Joseph Mace Wayne Alarm Systems, Inc. Eric Mack AT&T Kaitlin Mahar Time Warner Security Andrew Mancuso Yarnell Security Systems Laurence Mantion Reliance Protectron Montreal (CA) Brent Marco Ackerman Security Systems Katherine Marks VRI Dacia Markum Interface Security Systems, LLC Missy Marowelli Security Central

GRADUATED 5/13/2015 5/30/2015 5/14/2015 6/11/2015 6/2/2015 5/15/2015 5/12/2015 5/18/2015 6/25/2015 5/1/2015 7/10/2015 5/5/2015 5/15/2015 7/19/2015 5/23/2015 6/24/2015 6/14/2015 5/7/2015 5/24/2015 5/20/2015 6/30/2015 5/3/2015 6/4/2015 6/24/2015 5/16/2015 6/12/2015 7/2/2015 6/28/2015 5/29/2015 7/29/2015 6/24/2015 5/1/2015 6/10/2015 7/2/2015 6/10/2015 7/24/2015 6/1/2015 6/1/2015 6/16/2015 5/5/2015 5/18/2015 7/30/2015 5/22/2015 6/14/2015 6/30/2015 5/20/2015 5/5/2015 6/24/2015 7/8/2015 6/10/2015 5/4/2015 6/26/2015 7/30/2015 5/5/2015

FIRST LAST COMPANY Mayra Martinez Monitronics International Melanie Martinez Time Warner Security Benjamin Mateus CVS Caremark Kimberly Matthews Central Station, Inc. Jade May Monitronics International Candice Mayhorn Security Central Jennifer Mayhorn Security Central Justin Mazey CVS Caremark Nick McAdoo G4S Technology Nicole McAlpine PasWord Protection (CA) Patrick McClary Monitoring America Alarm Co-Op Alanta McClendon Safe Systems Andrea McCubbin Primary Response, Inc. (CA) Amber McKay Guardian Protection Services April McLelland Security Central Gregory McMorrow CVS Caremark Brittany McQuinn VRI Adam Medina Yarnell Security Systems Magdaleno Medina Rivera Gresinsa (PA) Kylie Medley VRI Valentina Medunjanin Primary Response, Inc. (CA) Jesse Megeney Reliance Protectron Montreal (CA) Christina Melise CVS Caremark Janderys Mellado DGA Security Aubree Melvin VRI Heather Menendez Security Central Jeffrey Merriam Commissionaires Ottawa (CA) Sarah Messick Security Central Amber Meyer Ahern Rentals Alberto Saúl Meza Muñoz Telefonica Moviles (PE) Elie Michelin Alarm Specialist Corp Bessie Mickol Quick Response Monitoring Bridget Miller Security Central Matthew Milsop Affiliated Monitoring Patricia Mingledolph Savannah River Nuclear, LLC Robert Minor Walmart Farah Moffett THRIVE Intelligence Rebecca Molina United Central Control Michael Molinaro Vector WEST Jennifer Moore Vector EAST Octavia Moore BAE Systems Tabatha Moore Security Central Tyler Moreland VRI Lacoya Morgan Monitronics International Tess Morris United Central Control Jon Morse Security Central Jacob Mullins VRI George Munoz Valley Security & Alarm Paula Munoz COPS Monitoring - Boca Raton Manango Museghe Reliance Protectron Montreal (CA) Trenton Napieracz Interface Security Systems, LLC Cherie Nash Security Central Ashlie Natali Security Central Abedi Paris Ndihokubwayo Reliance Protectron Montreal (CA) Justin Neff Yarnell Security Systems

GRADUATED 6/20/2015 6/15/2015 5/12/2015 7/28/2015 7/22/2015 5/11/2015 5/11/2015 6/1/2015 6/17/2015 7/6/2015 5/14/2015 7/27/2015 5/15/2015 6/2/2015 5/5/2015 5/12/2015 7/31/2015 6/17/2015 5/14/2015 6/15/2015 5/15/2015 7/10/2015 6/1/2015 6/10/2015 7/31/2015 6/3/2015 5/23/2015 5/27/2015 5/5/2015 6/1/2015 5/22/2015 6/11/2015 6/9/2015 6/12/2015 6/23/2015 6/10/2015 6/3/2015 6/10/2015 7/1/2015 6/9/2015 6/16/2015 5/27/2015 6/12/2015 7/29/2015 5/6/2015 6/11/2015 6/12/2015 5/13/2015 6/22/2015 7/24/2015 7/2/2015 6/9/2015 5/15/2015 7/31/2015 6/18/2015

38 | CSAA Dispatch • Fall 2015

OPERATOR LEVEL 1 TRAINING GRADUATES FIRST LAST COMPANY GRADUATED Jennifer Negron Security Central 5/25/2015 Shaunette Nelson Siemens Industry, Inc. 7/23/2015 Deborah Newnam UAS 5/2/2015 Sophea Nguon Custom Communications Inc 6/29/2015 Destine Nichols Security Central 6/10/2015 Kimberly Nieffenegger Vivint Inc. 6/23/2015 Rebecca Oates United Central Control 7/21/2015 Angel Ochoa Vivint Inc. 6/17/2015 Marcus Odom Time Warner Security 6/24/2015 Brandice O’Donnell Walgreens 6/2/2015 Kaitlynn O’Grady VRI 7/31/2015 Candace Olliviere Amalgamated Security Services Ltd. (TT) 6/11/2015 Amanda O’Neil Security Central 5/11/2015 Alisha Onley Security Central 5/28/2015 Samuel Orsini Guardian Protection Services 5/31/2015 Chris Osborne Security Central 6/9/2015 Marcia O’Shaughnessy Security Central 6/15/2015 Sharon Parks Security Central 5/12/2015 Gordon Parsons Reliance Protectron Montreal (CA) 7/13/2015 Karen Payton Kroger Central Alarm Control 5/4/2015 Brian Peebles DGA Security 6/12/2015 Patrick Pelland Catudal Reliance Protectron Montreal (CA) 6/25/2015 Miranda Penley Security Central 5/11/2015 Augustine Perez Kroger Central Alarm Control 5/9/2015 Karla Perez Interface Security Systems 6/10/2015 Sylvia Perkins Siemens Industry, Inc. 6/25/2015 Reba Phillips Kroger Central Alarm Control 6/9/2015 Jared Pitcher Vivint Inc. 6/29/2015 Katie Pope Security Central 6/10/2015 Paula Price Security Central 7/1/2015 Faith Pruitt Siemens Industry, Inc. 7/10/2015 Rebecca Pruitt VRI 6/12/2015 Elizabeth Pryor Scarsdale Security Systems, Inc. 7/15/2015 Tara Przybyla Vivint Inc. 6/18/2015 Megan Purdy VRI 5/1/2015 Jessica Purvis Bay Alarm 6/4/2015 Francine Quesnel-Hodge Commissionaires Ottawa (CA) 5/12/2015 Kristi Rainey United Central Control 7/21/2015 Will Ralston ETC Communications 6/5/2015 Yvette Ramirez Security Partners, LLC 6/29/2015 Jesus Ramos Monitronics International 7/5/2015 Cassandra Ramseur Security Central 5/5/2015 Shanae Ramseur Security Central 5/18/2015 Elizabeth Rangel Monitronics International 5/30/2015 Aleisha Rankin Security Central 6/10/2015 Tiffany Raponi Time Warner Security 6/24/2015 Colin Reagan VRI 6/26/2015 Shavonne Reddick CVS Caremark 6/8/2015 Josie Reece Security Central 5/28/2015 Shelly Reid Security Central 6/15/2015 Shelly Rentz Ackerman Security Systems 6/8/2015 Lisa Rettig THRIVE Intelligence 7/13/2015 LaShandra Reynolds THRIVE Intelligence 5/2/2015 Shanee Reynolds VRI 6/1/2015 Eric Rhemm Turner Security Systems, Inc. 5/25/2015 Fall 2015

FIRST LAST COMPANY GRADUATED Michael Ringold Time Warner Security 6/24/2015 Jose Rios Guardian Protection Services 7/21/2015 Dallin Robertson Vivint Inc. 7/9/2015 Cherniara Robinson Interface Security Systems, LLC 5/20/2015 Juan Rodriguez Interface Security Systems 7/14/2015 Micheal Rogers Commissionaires Ottawa (CA) 5/6/2015 Cara Rosborough Reliance Protectron Montreal (CA) 7/30/2015 Cindy Rowell Savannah River Nuclear, LLC 6/15/2015 Christian Ruiz Interface Security Systems 6/1/2015 James Russum Vyanet Security & Technology 6/10/2015 Rebecca Rutledge FE Moran 7/15/2015 Ouerdia Sadi Guardsmark 6/18/2015 Anna Sammut Walgreens 6/30/2015 LaTonya Sanders Interface Security Systems, LLC 7/16/2015 Gurpreet Sanghra Primary Response, Inc. (CA) 5/15/2015 Arina Sanoubane Time Warner Security 6/12/2015 Ana Santamaria Monitronics International 5/25/2015 Jennifer Santee Security Central 5/24/2015 Louis Santos Guardian Protection Services 7/21/2015 Ria Delos Santos Reliance Protectron Montreal (CA) 5/28/2015 Kassie Scarlett- McIntyre VRI 7/31/2015 Kim Schmid Yarnell Security Systems 6/18/2015 Adam Schoepke Security Equipment Inc. 7/15/2015 Kevin Schutter Walgreens 6/30/2015 Lexania Serrano Alarm Specialist Corp 6/4/2015 Bashira Shamsiddeen Ackerman Security Systems 6/8/2015 Sandra Shaver Security Central 6/8/2015 Kathy Shoemaker Security Central 5/17/2015 Kelsie Short VRI 5/1/2015 Natasha Shoulders Siemens Industry, Inc. 6/9/2015 Jas Sidhu BC Hydro / Paladin Security (CA) 7/6/2015 Roxanne Sifuentes United Central Control 6/10/2015 Takira Simmons Affiliated Monitoring 6/9/2015 David Sinderman Per Mar Security Services 5/26/2015 Navpreet Singh Primary Response, Inc. (CA) 5/15/2015 Pam Skinner Security Central 5/6/2015 Shelbi Smiddy VRI 5/1/2015 Andrew Smith Alarm Specialist Corp 5/10/2015 Heather Smith VRI 5/1/2015 Tracey Smith Ackerman Security Systems 6/8/2015 Vanessa Smith Matson Alarm 7/10/2015 Val Dorah Smothers Ackerman Security Systems 5/4/2015 Felicia Smyre Security Central 5/18/2015 Alexander Snider Kroger Central Alarm Control 5/11/2015 Emily Solis Security Central 5/15/2015 Da’Rae Solomon Dunbar Security Systems 7/14/2015 Megan Southard Security Central 5/13/2015 Russell Spear Diavik Diamond Mines (2012) Inc. (CA) 5/7/2015 Casey Spears Security Central 5/28/2015 Dylan Stamey Security Central 5/16/2015 Caitlin Stanfield Valley Security & Alarm 6/16/2015 Nathaniel Stanislawski BAE Systems 6/25/2015 Robert Staudenmaier Monitor America 5/27/2015 Justin Steele Security Central 5/18/2015 Soncera Steele Security Central 5/24/2015 • CSAA Dispatch | 39

OPERATOR LEVEL 1 TRAINING GRADUATES FIRST LAST COMPANY GRADUATED Toya Stokes Security Central 5/28/2015 Joann Stroud Security Central 6/30/2015 Hunter Suddeth United Monitoring 7/31/2015 Joen Sugatan Dunbar Security Systems 6/11/2015 Peter Summers Datawatch Systems, Inc. 7/1/2015 Shanette Summers Security Central 6/13/2015 Sheril Summers Security Central 5/12/2015 Emily Sundeen WH International 7/24/2015 Mark Sweet Time Warner Security 6/25/2015 Dawn Sweigart Yarnell Security Systems 7/3/2015 Stefanie Switzner Monitoring America Alarm Co-Op 6/9/2015 Alexis Tafoya Time Warner Security 6/12/2015 Katherine Tanner Damar Security Services/ 6/9/2015 Security Response Center (CA) Becky Tayse Security Central 5/24/2015 Benoit Tendeng Reliance Protectron Montreal (CA) 7/31/2015 Lewis Tesa Vivint Inc. 6/29/2015 Dawn Therrien Commissionaires Ottawa (CA) 5/12/2015 Ashawntea Thomas Central Station, Inc. 7/30/2015 Maria Thomas Ackerman Security Systems 6/8/2015 Mykal Thomas Ackerman Security Systems 7/8/2015 Shauna Thompson Affiliated Monitoring 6/12/2015 Regina Tian Reliance Protectron Montreal (CA) 7/4/2015 Angelos Tofiles Alarm Monitoring Services, Inc. 5/30/2015 Jose Tomasino United Central Control 6/10/2015 Mickenzie Tompkins VRI 7/31/2015 Jamison Torphy ADS Security L.P. 5/22/2015 Allyson Torske Interface Security Systems 6/6/2015 LaToya Travis Interface Security Systems, LLC 7/2/2015 Melissa Trevino Echevarria United Central Control 5/6/2015 Ashley Trujillo Comporium SMA Solutions Inc 6/22/2015 Len Tuckey Diavik Diamond Mines (2012) Inc. (CA) 6/22/2015 Greg Udris COPS Monitoring - New Jersey 7/18/2015 Alexis Urbina Matson Alarm 7/7/2015 Brittany Urbina Matson Alarm 6/19/2015 John Vadas Wegmans Asset Protection 7/17/2015 Symon Vaillancourt Brabant Reliance Protectron Montreal (CA) 6/11/2015 Erica Vamos Guardian Protection Services 6/10/2015 Dewanda VanBuren Alarm Monitoring Services, Inc. 5/30/2015

FIRST LAST Rosa Vargas Ruby Velazquez Eric Vinson Pamela Wakefield Candace Walker Robin Walker Linda Walters Bonita Walton Stacey Walton Justin Ward Kimberlee Warren Stacy Watson Brian Weagle Racquel Weathersby Kelsey Wells Jordan White Marcia White Jason Whitley Clair Whyte Ashley Wilkins Anthony Williams Natisha Williams Rachel Williamson Jasmine Wilson Misty Windham Scott Witting Sigismund Woart Kweilin Wofford Artimus Wood John Wood Taylor Wood Brett Wooley Carlene Wren-Williams Amber Young Connie Yount Cristian Zarate Jennifer Ziglioli SPANISH

COMPANY GRADUATED Monitronics International 5/28/2015 Monitronics International 7/25/2015 Interface Security Systems, LLC 5/20/2015 Yarnell Security Systems 6/12/2015 Security Central 5/18/2015 Security Central 5/27/2015 Monitoring America Alarm Co-Op 5/15/2015 Vector EAST 6/3/2015 Kroger Central Alarm Control 6/15/2015 Security Central 6/10/2015 Ackerman Security Systems 5/4/2015 Vector EAST 6/2/2015 G4S Technology 6/24/2015 Interface Security Systems, LLC 7/17/2015 Security Central 6/10/2015 VRI 6/1/2015 Security Central 5/5/2015 THRIVE Intelligence 5/25/2015 Damar Security Services/ 6/10/2015 Security Response Center (CA) Kastle Systems - Falls Church 5/7/2015 Monitor America 5/26/2015 Ackerman Security Systems 5/17/2015 Security Central 5/13/2015 Monitronics International 7/22/2015 Security Central 5/12/2015 BAE Systems 5/31/2015 Wayne Alarm Systems, Inc. 7/29/2015 Vector WEST 5/27/2015 Security Central 6/12/2015 Security Central 5/12/2015 Security Central 6/10/2015 Alarm Monitoring Services, Inc. 5/28/2015 Amalgamated Security Services Ltd. (TT) 6/13/2015 Vector WEST 5/27/2015 Security Central 5/13/2015 Monitronics International 6/28/2015 Alarm Tech Central Services, Inc. 7/23/2015 FRENCH CANADIAN

Central Station Operator Level 2 Training Graduates

USA and international graduates completed May 1–July 31, 2015

FIRST LAST Deanna Angel Lisa Austin Brian Baker Ryan Bartley Melissa Bowers Linda Brook

COMPANY Commissionaires Ottawa (CA) Vector EAST CVS Caremark COPS Monitoring - New Jersey THRIVE Intelligence COPS Monitoring - Boca Raton

GRADUATED 6/28/15 6/11/15 7/4/15 7/11/15 5/1/15 6/17/15

FIRST LAST Rodney Bryant Matt Burke Tia Burns Kyle Cabana Katrina Carper Fu-Hung Alfred Chan

COMPANY ADS Security L.P. COPS Monitoring - New Jersey AT&T Digital Life CVS Caremark Yarnell Security Systems Commissionaires Ottawa (CA)

GRADUATED 7/14/15 7/5/15 5/26/15 6/4/15 6/15/15 6/28/15

40 | CSAA Dispatch • Fall 2015

OPERATOR LEVEL 2 TRAINING GRADUATES FIRST LAST COMPANY Nicole Cowgill Alarmco Jeremy Creek Per Mar Security Services Derek Dillman Fifth Third Bank Marcus J. Elder AT&T Digital Life Tonya Fers Security Alarm Corporation Brenda Fogle Yarnell Security Systems Jasmine Garcia COPS Monitoring - Scottsdale Gabriella Gil Wayne Alarm Systems, Inc. John Godsey Dynamark Monitoring Paul Goff Commissionaires Ottawa (CA) Juan Gomez WM Security Services, Inc Michael Gridley Gillmore Security Systems Inc. Louis Hagele Vector EAST Shannon Handy COPS Monitoring - New Jersey Troy Harber COPS Monitoring - New Jersey Naimah Hardy Time Warner Security Amanda Henson ADS Security L.P. Feliszity Hernandez Monitor America Gerardo Hernandez Sony Katherine Herrera Sony Ed Hicks BC Hydro / Paladin Security (CA) Linda Hicks Wayne Alarm Systems, Inc. Alexis Hill-DeLaCruz Matson Alarm Jaclyn Hinkle Yarnell Security Systems Kori Jackson Vector EAST Dominic Johanningmeier Guardian Protection Services Natalie Jones Vector EAST Ty Keller BC Hydro / Paladin Security (CA) Sondra Kirk COPS Monitoring - New Jersey Melissa Klein Monsanto Company Elizabeth Kline COPS Monitoring - Boca Raton Tania Lacharité Commissionaires Ottawa (CA) Kristiana Lake CVS Caremark Justin Law UAS Brandon Lickly-Hanley FE Moran Philip Lopez Sony Bradley Lotis Guardian Protection Services Tessa MacKinnon Telsco Security Systems (CA) Mike Maldonado COPS Monitoring - Boca Raton Benjamin Mateus CVS Caremark Marsha McAuslan CVS Caremark Tera McClary Security Alarm Corporation Andrea McCubbin Primary Response, Inc. (CA) Gregory McMorrow CVS Caremark Adam Medina Yarnell Security Systems Valentina Medunjanin Primary Response, Inc. (CA) Jeffrey Merriam Commissionaires Ottawa (CA) Amber Meyer Ahern Rentals Bryan Milne Wegmans Asset Protection Charlean D. Milton AT&T Digital Life Jennifer Moore Vector EAST Janine Nadler Bay Alarm Justin Neff Yarnell Security Systems Samantha Nelson COPS Monitoring - Boca Raton Denise Ouellette COPS Monitoring - New Jersey Fall 2015

GRADUATED 6/3/15 5/4/15 6/17/15 6/10/15 5/17/15 7/26/15 7/21/15 7/2/15 7/7/15 6/28/15 7/22/15 7/14/15 5/14/15 6/17/15 6/12/15 5/9/15 6/8/15 6/2/15 7/1/15 7/3/15 5/21/15 7/18/15 7/8/15 7/5/15 5/14/15 6/25/15 6/3/15 7/20/15 5/29/15 7/20/15 6/16/15 6/15/15 7/3/15 7/10/15 7/10/15 7/1/15 6/4/15 6/5/15 6/14/15 6/2/15 5/17/15 5/12/15 7/31/15 7/4/15 7/11/15 7/31/15 7/10/15 5/11/15 5/16/15 5/22/15 6/10/15 5/27/15 6/11/15 6/16/15 6/18/15

FIRST LAST COMPANY GRADUATED Toshia Payne COPS Monitoring - New Jersey 7/5/15 Kim Perry COPS Monitoring - New Jersey 5/29/15 Kia Pollard Security Alarm Corporation 5/10/15 Gayle Powers Alarmco 5/21/15 Francine Quesnel-Hodge Commissionaires Ottawa (CA) 6/15/15 Salman Rahim BC Hydro / Paladin Security (CA) 5/14/15 Randy Randhawa BC Hydro / Paladin Security (CA) 5/31/15 Eric Rhemm Turner Security Systems, Inc. 7/7/15 Steve Rienti Electronix Systems CSA, Inc. 6/14/15 Dillon Robinson COPS Monitoring - Boca Raton 7/6/15 Micheal Rogers Commissionaires Ottawa (CA) 6/8/15 Nancy Rugg CRC 5/7/15 Felipe Sanchez Alarm Specialist Corp 7/29/15 Gurpreet Sanghra Primary Response, Inc. (CA) 7/31/15 Kim Schmid Yarnell Security Systems 6/27/15 David Sinderman Per Mar Security Services 7/20/15 Navpreet Singh Primary Response, Inc. (CA) 7/31/15 Matthew Smith FE Moran 5/11/15 Andrew Sorensen COPS Monitoring - New Jersey 7/4/15 Lachelle Stallsworth Safe Systems 7/21/15 Robert Staudenmaier Monitor America 6/2/15 Sendralyn Taylor Gillmore Security Systems Inc. 6/14/15 Dawn Therrien Commissionaires Ottawa (CA) 6/15/15 Clarissa Toms COPS Monitoring - New Jersey 5/29/15 Jamison Torphy ADS Security L.P. 6/11/15 Alexis Urbina Matson Alarm 7/7/15 Brittany Urbina Matson Alarm 6/19/15 Erica Vamos Guardian Protection Services 6/12/15 Michael Verville API Alarm Inc. (CA) 5/2/15 Reybel Vidal Time Warner Security 5/6/15 Pamela Wakefield Yarnell Security Systems 6/19/15 Bonita Walton Vector EAST 6/3/15 Oshona Ward COPS Monitoring - Boca Raton 6/17/15 William Warmington Commissionaires Ottawa (CA) 5/30/15 Laura Warsewicz COPS Monitoring - New Jersey 7/14/15 Stacy Watson Vector EAST 6/3/15 Brian Weagle G4S Technology 7/28/15 Kim Whiting COPS Monitoring - New Jersey 6/3/15 Tony Whitney Time Warner Security 5/14/15 Alexandria Widerski Engineered Protection Systems, Inc. 7/12/15 Jerry Wilgus COPS Monitoring - Scottsdale 7/13/15 Anthony Williams Monitor America 6/2/15 Dallas Williams COPS Monitoring - Texas 6/23/15 Lyn Wilson AT&T Digital Life 5/22/15 Dannette Woodard Siemens Industry, Inc. 6/3/15 Carlene Wren-Williams Amalgamated Security Services Ltd. (TT) 6/30/15 • CSAA Dispatch | 41

CSAA NEWS continued from page 13

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Fall 2015 Advertising Index CSAA International thanks the following advertisers for their generous support Altronix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

DICE Corporation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

MKS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Bold Technologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

DMP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

The Mechanic Group . . . . . . . . . . . . . . . . . . . . . . . . 43

Bosch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

DSC/Sur-Gard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

MAS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Central Insurance Agency


Honeywell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

NAPCO. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

CSS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Interlogix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

CoverXSecurity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

ItsPayd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

. . . . . . . . . . . . . . . .

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 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 • Fall 2015


GOT YOUR BACK. Contact Mike Lehner at 800-214-0207 for these insurance coverages from the Insurance Specialist to the Electronic Security Industry: LIABILITY } General Liability Including E&O } Cyber Liability } Directors and Officers } Employment Practices WORKERS COMPENSATION } Workers Compensation } Employers Liability

Fall 2015

BUSINESS AUTO } Auto Liability } Auto Physical Damage CRIME } Employee Dishonesty } Computer Fraud } Forgery UMBRELLA } Excess Liability

PROPERTY } Building } Contents } Business Interruption } Extra Expense } Transit, Cargo and Ocean Marine } Installation and Equipment Floater • CSAA Dispatch | 43



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44 | CSAA Dispatch • Fall 2015

CSAA Dispatch Fall 2015  

CSAA Fall 2015 Newsletter

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