TMA Dispatch - Fall 2024

Smart Smoke/CO Detectors Booming!

Cyber Attacks - Sill Asking if it Can Happen to You?

2024 OPSTech Program Preview

DISPATCH FALL 2024 | WWW.TMA.US

A PUBLICATION OF THE MONITORING ASSOCIATION

Smart AI in Action:

The Edge vs. Cloud Debate in Video Security

Guest | NG9-1-1 - The Future GSOC | 5 Musts for GSOC Training

TMA Dispatch | Fall 2024

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Inside FALL 2024

CONTENTS The Cloud AI vs Edge AI Debate in video security is roaring!

10 DEPARTMENTS 13 TECHNOLOGY

Cyber-attacks - you hear about them... you read about them nearly every day.

Is your company one of the many that remain unprepared? TMA Technology Co-Chair Matt Narowski takes on this HOT topic. Don’t make the mistake of thinking it can’t be you.

15 GUEST

Stephen Devine, Chief Technology Officer, APCO International, explores the decade-long discussion on the topic of NG9-1-1. In this column, he writes about the key benefits and make the case for the “comprehensively interoperable and an end-to-end solution.”

16 RESEARCH

The sale of smart smoke/CO detectors is booming! According to Parks Associates, 9-10% of U.S, Internet households own a smart smoke/CO detector and more than half of smoke/ CO detector owners pay for a service.

Parks Associates VP Jennifer Kent explores the latest trend.

TMA Dispatch | Fall 2024

18 GSOC

It’s important to put your best foot forward when hiring and onboarding a new team member. Training is critical.

GSOC TMA GSOC Council Co-Chair Randy Rickert shares what every GSOC training program should have.

Mark your calendars now for TMA’s 2024 Meetings: Annual Meeting In-person St. Thomas, U.S. Virgin Islands October 5-9

OPSTech Hybrid Statesville, NC November 10-13

With the increasing demand for advanced and scalable video monitoring solutions, the debate between Edge AI and Cloud AI has gained significant attention.

Traditionally, edge devices focused on on-premises storage and video management. Members of TMA’s Technology Committee came together and drew upon their collective expertise to construct this issue’s cover story, the first of a three-part series, to help TMA members navigate the complexities of these technologies and make informed decisions when it comes to AI technology and its application.

IN EVERY ISSUE 04 President’s Message 06 TMA CEO’s Message 20 Wireline Report 22 Wireless Report 25 TMA OPSTech Preview 31 Members News 33 FirstNet and IQ Certified 34 New Members 36 Five Diamond 41 Operator On-line Graduates 44 ASAP-to-PSAP

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MESSAGE FROM TMA PRESIDENT STEVE BUTKOVICH, CPI SECURITY

Evolving Solutions Make Firmware Updates Essential for managing and controlling firmware updates.

Video Devices: Many video management systems and hardware providers offer centralized update management for network cameras and video encoders. Administrators can apply updates simultaneously to multiple cameras, reducing the need for manual intervention on each device.

Firmware updates are essential for maintaining the functionality, security, and performance of modern electronic systems like video devices, alarm panels, and access control systems.

Implementing efficient strategies for firmware updates helps to avoid customer disruptions from software bugs with bug fixes, ensure compatibility with new technologies, and close security vulnerabilities.

In this age of evolving solutions that allow dealers to deliver new features to existing customer solutions, having a strategy for updates and customer communications are to keys to success with roll-outs and maintaining the security of your solutions. Poorly executed updates can result in customer disruptions, false alarms, and increased volume of trouble conditions in the monitoring center. Some key strategies for performing these updates effectively include:

1. Centralized Management Systems Using a centralized management system to manage firmware updates across multiple devices can streamline the update process, especially in largescale deployments. Most hardware manufacturers today provide portals [4]

Video Devices: In surveillance environments, downtime can compromise security, so updates should be performed during off-peak hours when minimal activity is expected. For critical systems, consider implementing a phased update approach where certain cameras remain operational while others are updated.

Alarm Panels: Manufacturers of alarm systems often offer cloud-based platforms where administrators can schedule and deploy updates to panels remotely. Centralized control minimizes downtime and ensures that all devices are running the same firmware version.

Its important to know if updates are pushed when systems are armed or only when disarmed to understand the potential impact on customer experience and potential for false alarms.

Alarm Panels: Alarm systems should be updated during low-traffic times, ensuring that the updates don’t impact the alarm-triggering functionality. It is also important to ensure that no alarms are active during the update process, which could result in false alarms. Its important to understand firmware installation procedures and if the alarm panel has multiple software partitions for redundancy. In these cases, if the firmware update fails the panel maintains or can fall back to the current active build.

Access Control Systems: Access control systems benefit greatly from central management tools that can push updates to multiple access points simultaneously.

With cloud-based management software, administrators can update controllers, readers, and other access control hardware in bulk. Due to the nature of access control, it is critical to understand potential customer impact and recovery options.

Access Control Systems: Access control systems, especially in commercial or industrial environments, should have their firmware updates scheduled during non-operational hours to avoid disruptions to entry points and facility security. Depending on the critical nature of business operations, these updates may need to be scheduled to ensure business continuity is not compromised.

2. Scheduled Maintenance Windows

3. Staged Roll-outs

Firmware updates may cause temporary service interruptions, so planning them during scheduled maintenance windows is crucial to minimize disruptions.

Notifying customers of maintenance windows and procedures to follow if challenges arise are important to successful deployments.

Staged roll-outs allow firmware updates to be tested on a small set of devices before wider deployment. This approach minimizes the risk of widespread issues if an update introduces unforeseen problems.

President’s Comments continued on page 9

The views, thoughts and opinions in this article belong solely to the author and not necessarily to his employer.

Fall 2024 | TMA Dispatch

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© 2023 Altronix Corporation. All rights reserved.

Fall 2024 | TMA Dispatch

MESSAGE FROM TMA CEO CELIA T. BESORE models, who get promoted and who get rewarded.” He continues to say that organizational psychology has confirmed that those who speak more, regardless of what they say, those who appear confident, regardless of how competent they are, and are perpetually busy, irrespective of what they’re actually doing, are the ones that get our admiration. It is also easy to see this in politics, academia, entertainment, etc.

Let’s Be Boring I recently listened to a fascinating Ted Talk titled “Are we celebrating the wrong leaders?1” that Martin Gutmann gave in Berlin earlier this year.

Gutmann discussed how, throughout history, we have exalted and rewarded leaders who have excelled under challenging situations.

He contrasts how we have lionized people like Ernest Shackleton instead of Roald Amundsen. The latter was much more successful in his quest to reach the South Pole than other polar explorers, becoming the first person to reach the South Pole on December 14, 1911. Shackleton’s expedition in early 1915, on the other hand, encountered great difficulties, getting its ship, the Endurance, trapped in a sea of ice. The crew had to abandon the ship and set up a camp on the ice as they watched the boat sink. The difference between the two was that Amundsen was more experienced and familiar with what he would encounter. He kept his plan simple and focused, using tried and true resources that would work on such an inhospitable terrain (sled dogs). As I pointed out in a previous CEO column2, technology is not always the answer.

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Gutmann reflects that the emphasis on Shackleton’s achievements over Amundsen’s and our lack of recognition of similar leaders are examples of our tendency to what he likes to call the action fallacy, a “mistaken belief that the best leaders are those who generate the most noise, action, and sensational activity in the most dramatic circumstances.”3 The author believes that we must celebrate the right leaders, not only as a matter of justice but also because the leaders we celebrate are the leaders we learn from.

He continues that we confuse a good story for good leadership, and, very often, good leadership results in a bad story (but based on my reading of the examples he provides, a non-story).

Many celebrated leaders, such as Shackleton, led through largely selfinflicted crises.

Gutmann believes that “the same biases and misconceptions we bring to our reading of the past are one and the same with which we view leadership in our offices today” and that “it is the Shackletons of our offices rather than the Amundsens, who serve as role

The problem with this mindset is that people who are actually doing good work feel overlooked and demotivated. As Gutmann says, the worst of all is that it is a self-perpetuating cycle since by celebrating these flawed, action-oriented leaders, we’re actively creating more of them.

How can we change this?

One of his solutions is to “learn to ignore what we can call the captains of crisis, the Shackletons, those who are lurching from one dramatic circumstance to another. While some crises can’t be avoided, many are selfinflicted or amplified by poor leadership, or sometimes just a figment of their imagination.”

Gutmann believes we must “learn to celebrate those who mitigate rather than promote drama.” The latter are leaders who are “obsessive planners… [who] build processes that align the organization’s strengths with the unique challenges they face… and [who] are authentic and create cultures that bring out the best in people.” Harvard Business School professor Raffaella Sadun calls this behind-the-scenes leadership “boring leadership.” She believes that “boring management matters, and it is a source of competitive advantage for the companies that take it seriously.4” In her research, she has identified three characteristics of well-managed companies. They set reasonable, strategic goals (targetsetting), set their staff up to contribute to them (incentives) and measure their progress (monitoring).

CEO continued on page 40

Fall 2024 | TMA Dispatch

TMA Dispatch, Fall 2024 7918 Jones Branch Drive, Suite 510 McLean, VA 22102 703-242-4670; Fax 703-242-4675 About TMA The Monitoring Association (TMA) is the trade association representing the professional monitoring industry. Our membership community is composed of companies spanning all industry sectors, including monitoring centers, systems integrators, service providers, installers, consultants, and product manufacturers. TMA is dedicated to the advancement of the professional monitoring industry through education, advocacy, standards, and public-safety relationships.

Our Mission Our mission is to promote and advance professional monitoring to consumers and first responders through education, advocacy, and the creation of standards.

Our Vision A safer world through professional monitoring.

TMA Officers President: Steve Butkovich, Charlotte, NC Vice President: Alan Gilmore IV, Cleveland, OH Vice President: Wes Usie, Shreveport, LA Vice President: Daniel Oppenheim, Union, NJ Secretary: Justin Bailey, Ogden, UT Treasurer: Shannon Woodman, Seattle, WA Immediate Past President: Morgan Hertel, Corona, CA TMA Staff Chief Executive Officer (CEO) Celia T. Besore, FASAE, MBA, CAE Vice President of Education and Training Julie N. Webber Director of Membership and Programs Illeny Maaza Director of Marketing and Communications Leigh A. McGuire Director of Meetings Keely Anderson Information Systems Manager, ASAP Service Manager Bryan Ginn Programs and Administrative Coordinator Karen Monroe

Copyright 2024 The Monitoring Association. All rights reserved.

TMA Dispatch | Fall 2024

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President’s Comments continued from page 4

Testing in non-critical and test environments should always be done in advance. Once general validation is confirmed, small batch efforts can be done while monitoring the success of deployments.

Define success. Firmware deployment success is an important element, however additional measures should include pre-communication to the customer if needed or required, confirming the on-line status of the updates firmware, functional testing post update and confirmation with the customer post update is ideal.

4. Version Control and Compatibility Testing Keeping track of firmware versions and ensuring compatibility with associated software or hardware is critical to preventing issues after an update.

Video Devices: Each new firmware version should be tested for compatibility with VMS software, recording devices, and analytics systems.

Ensure that firmware updates don’t conflict with third-party integrations, such as motion detection or face recognition systems.

Alarm Panels: Before applying firmware updates, verify that they are compatible with monitoring software, sensors, and other alarm-related components.

Conducting pre-update testing in a lab environment ensures that there are no disruptions to alarm functionality after the update.

Access Control Systems: It’s essential to verify that new firmware versions support all readers, control panels, and the access control management software.

Ensure that any custom configurations or integrations are supported post-update.

5. Backup and Rollback Plans Firmware updates can sometimes, or introduce bugs that require immediate rollback. Having backup and rollback procedure is critical to every deployment. With all efforts It is essential to ensuring solution TMA Dispatch | Fall 2024

availability and to minimize impact to your customer’s experience. Have backups if possible, by starting the update process by backing up the current firmware and configuration, if possible.

The best backup plan is to test first and start with small successful batches.

Rollbacks are possible, but always more painful if widespread. Rollback efforts that require truck rolls can be very costly so it’s important to understand all deployment roll-out options. Some automated deployments can stop if failure rates exceed a specific percentage or if not, should be monitored to ensure what is meant to create new, maintained and better customer solutions doesn’t result in customer disruptions.

Video Devices: Before initiating updates, it is recommended to backup camera configurations, settings, and footage.

In case of an issue, restoring previous firmware versions can prevent prolonged system downtime.

Alarm Panels: For alarm systems, make sure a backup of current settings and configurations is taken. Some manufacturers provide a rollback feature, allowing administrators to revert to previous firmware if the new update introduces errors.

Access Control Systems: Given the critical nature of access control, having a rollback option is imperative. Access to facilities should not be hindered if an update fails. Backup firmware versions and configurations should be in place to swiftly restore functionality.

Implementing Robust Firmware Update Procedures To ensure that firmware updates for video devices, alarm panels, and access control systems are executed efficiently, consider these essential best practices and procedures:

1. Regular Audits and Firmware Checkups Routine audits should be conducted to identify devices that require updates. Automatic notifications from management software can also keep administrators aware of pending firmware releases. Understanding how

firmware updates are done if large gaps in versioning exist is important. Some systems allow installing current firmware while others require intermediary stepped updates.

2. Testing in Simulated Environments Firmware updates should be tested in simulated environments that replicate the live setup. This ensures that any potential issues can be identified and mitigated before rolling out updates to the actual system.

3. Documentation, User Training and Internal Communications Maintaining clear documentation of firmware versions, update schedules, and procedures ensures continuity and avoids confusion during the update process. Proper training for personnel handling updates ensures that they can execute the process effectively without introducing new risks. Internal communication within your organization may be needed to ensure that Customer Support Teams are aware of scheduled firmware updates, new features being offered and who to notify if updates create customer issues. This allows Support Teams to be dialed in and ready to respond intelligently to customer inquiries about the updates as well.

4. Customer Journey Considerations Firmware updates can provide new features and functionality to your customers. Established internal procedures for when to schedule, notify and train customers about new features and pending maintenance are important to success. Training may follow updates based on marketing efforts like blogging, newsletters and customer videos.

Updating firmware is essential for maintaining security, performance, and stability. Using strategies like centralized management, staged roll-outs, and testing minimizes risks. By planning updates and having backup solutions in place, organizations can optimize performance and avoid vulnerabilities associated with outdated firmware.

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Smart AI in Action:

The Edge vs. Cloud Debate in Video Security

By Katherine Balabanova, 3dEYE, and Sascha Kylau, OneTel Security, Members of TMA Technology Committee

With the increasing demand for advanced and scalable video monitoring solutions, the debate between Edge AI and Cloud AI has gained significant attention. Traditionally, edge devices focused on on-premises storage and video management.

However, the explosive growth of AI over the past two years has led to the widespread adoption of Edge AI boxes.

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The Key Pros and Cons of Cloud and Edge AI

Disadvantages of Cloud AI: • Data stored on a cloud triggers recurring costs • Sufficient network bandwidth is required to upload/download data

Security Considerations

Cloud AI significantly reduces the burden on local IT teams by minimizing the on-premises attack surface to only the cameras. Modern cloud-enabled cameras can connect directly to AWS over a secure tunnel, further enhancing the security of the video infrastructure.

On the other hand, Edge AI devices have a similar attack surface to regular onpremise servers. They also add an extra burden by being a black box from an IT perspective.

One of the most significant advantages of Cloud AI over Edge AI is security.

Cloud platforms, like those used in large-scale video monitoring, leverage robust infrastructure provided by cloud service providers such as AWS, Google, or Azure. These platforms benefit from extensive security protocols, including encryption, multi-factor authentication, and regular updates to protect against emerging threats. By centralizing data in the cloud, these systems can ensure that all data— whether it’s real-time video streams, archives, or event logs—is consistently protected under the highest security standards.

Advantages of Cloud AI: • Minimal edge attack surface • No physical servers to protect • No black-box device in the on-prem network that could potentially be compromised • With direct-to-cloud encrypted connections, there is no need to worry about port forwarding, firewalls, or devices being exposed to attacks • Responsibility for project security shifts from local IT personnel to the cloud provider • Centralized cloud software updates and security patches • Centralized monitoring and AI anomaly detection • Centralized IAM (Identity Access Management) • End-to-end data encryption is the standard for AWS cloud, for example • Flexible KMS encryption allows customers to encrypt data with their own keys, ensuring privacy and data protection • High data durability (e.g., 11 9s for AWS S3 cloud storage) • Comprehensive compliance support TMA Dispatch | Fall 2024

data available for training, advances in model optimization algorithms, and the continuous growth of computational resources.

Edge devices face significant constraints due to their limited computational resources, which must be divided among archiving, decoding, streaming, and AI processing tasks.

These limitations force compromises in several areas: • AI model size and complexity • The amount of video that can be simultaneously decoded and processed • The number of AI modules that can run concurrently

While servers are transparent to IT management, Edge AI devices are not, and if such a device is compromised, IT personnel may have no control or even a way to be alerted about the attack.

As AI rapidly advances, edge devices often require frequent upgrades to accommodate newer, more computationally intensive analytics and larger, more complex AI models.

“Cloud AI’s ability to process vast amounts of data in real-time is a game-changer for video monitoring.”

In contrast, Cloud AI solutions offer virtually unlimited scalability. As more cameras and data sources are added, cloud systems can easily expand their processing power and storage capacity to meet demand. This scalability is crucial for monitoring applications that must handle increasing data volumes without performance degradation.

Therefore, deploying additional Edge AI devices increases the strain on IT teams, requiring them to move these devices to a separate network, protect them behind a firewall, and monitor traffic.

Multilocation installations escalate this burden further, as each location must protect and monitor its edge device in a centralized fashion, effectively pushing the IT team to recreate or adopt a thirdparty centralized solution to safeguard such multilocation installations.

We are currently witnessing the early stages of exponential growth in AI capabilities, driven by several converging factors. Cloud AI’s flexibility and scalability position it ideally to leverage these advancements without the hardware limitations inherent to edge devices.

Scalability and Flexibility Cloud AI platforms are highly scalable, making them ideal for large-scale video monitoring. As AI rapidly evolves, particularly in computer vision and large language models (LLMs), Cloud AI effortlessly manages increasingly complex scenarios. This capability is supported by the vast

Key Growth Factors •

•

•

Projected expansion of the security camera install base from 1.2 billion to 2 billion by 2030 A shift in the $100 billion alarm monitoring market towards cloudconnected cameras Rapid growth of the Video Surveillance as a Service (VSaaS) market, with cloud-connected cameras seeing a 30% year-overyear increase Cover Story continued on page 30

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TMA Dispatch | Fall 2024

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TECHNOLOGY >>

Back to Basics: Cybersecurity Fundamentals for Monitoring

By Matthew Narowski, VP of Operations, Security Central, and Co-Chair TMA Technology Committee

firewall—employees trained to recognize and thwart cyber threats—involves continuous training and implementing practices that enhance overall security awareness and behavior. For example, good password practice is fundamental.

Encourage employees to use strong, unique passwords and to change them regularly. Additionally, password managers can assist in managing complex passwords and storing them securely.

Software Maintenance

In today’s digital age, ensuring the security of both physical and digital assets is imperative for alarm monitoring centers. A recent survey from Hornet Security revealed that many organizations remain unprepared for cyber-attacks, with 25.7% not providing IT security awareness training to their end-users. This gap underscores the need for companies to revisit and reinforce fundamental cybersecurity practices.

The goal should be to mitigate major risks, protect sensitive information, maintain operational integrity, and provide reliable service to clients. A holistic approach to cybersecurity, encompassing various facets from employee training to advanced network measures, is essential.

TMA Dispatch | Fall 2024

The Human Element in Cybersecurity Breaches Human error continues to be the predominant cause of security breaches. According to the 2024 Verizon Data Breach Investigations Report, approximately 68% of breaches involve a non-malicious human element, such as social engineering attacks or errors.

Training employees on cybersecurity best practices can significantly reduce this risk. Regular training sessions on common threats, such as phishing and social engineering, are essential. The Hornet Security report highlights the necessity for comprehensive training programs. Knowledge is key to ensuring employees are prepared as the first line of defense. Improving the human

Software maintenance is another critical aspect of cybersecurity. Ensuring that systems are up to date with the latest patches and that unused applications are disabled or removed can significantly reduce vulnerabilities. Regularly scanning for software updates and addressing potential security issues can keep defenses robust against evolving threats.

Advanced Network Security Measures In the evolving landscape of cybersecurity, traditional firewalls alone are no longer sufficient. Modern approaches require a combination of advanced and comprehensive strategies to ensure robust security.

Next-Generation Firewalls (NGFWs) provide deeper inspection capabilities, integrating intrusion prevention systems (IPS), application awareness, and control alongside traditional firewall functions. These advanced firewalls offer a more thorough defense Technology continued on page 19

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GUEST >>

NG9-1-1 Integration: How It Can Improve Public Safety

By Stephen Devine, Chief Technology Officer, APCO International

is much more than just enabling new information and data inputs into the ECC. Public safety has further defined ECC interoperability as “the capability of ECCs to receive 9-1-1 requests for emergency assistance and information/ data related to such requests, such as location information and callback numbers from a person initiating the request”.

New and ever-changing security concerns are presented within the ECC when implementing NG9-1-1. Based on the APCO Project 43 Broadband Implications for the PSAP (ECC), cybersecurity should be incorporated into the planning, implementation and operational models from the ground up when designing NG9-1-1 systems.

The topic of NG9-1-1 has been discussed in public safety communications for over a decade, and its benefits are clear.

NG9-1-1 is an interoperable, secure, Internet protocol-based (IP) system that: •

Employs commonly accepted standards and practices resulting in a degree of interoperability between and across ECCs.

•

Enables ECCs to receive, process, analyze and share all types of 9-1-1 requests and deliverables for emergency assistance, including multimedia (video, images, etc.)

•

Allows ECCs to acquire and integrate additional information as needed to process 9-1-1 requests for emergency assistance.

TMA Dispatch | Fall 2024

•

Supports information sharing related to 9-1-1 requests for assistance among and across ECC’s and emergency service providers.

While some of the capabilities listed above have been implemented in systems across the United States, no current system contains all of the characteristics listed in meeting public safety’s definition of NG9-1-1. What’s clear is that NG9-1-1 is an architectural environment of systems resulting in the specific functionalities described above in and across ECCs, not a single solution that is met/unmet based on the procurement of an ESINet alone.

NG9-1-1 must be thought of as comprehensively interoperable and an end-to-end solution, as defined. NG9-1-1

APCO and The Monitoring Association (TMA) developed the Alarm Monitoring Company to Emergency Communications Center (ECC) Computer Aided Dispatch Automated Secure Alarm Protocol ANSI Standard in 2021. This standard focused on the introduction of new data fields and message types identified as necessary by users of the standard. The standard emphasizes address verification between alarm companies and ECCs and new alarm event types, which can indicate that an alarm has been verified as a real crime, fire or life safety event. Enhancing and updating the way alarm companies and ECCs share information is prudent as NG9-1-1 will introduce new data capabilities and solutions that will allow NG9-1-1 continued on page 28

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RESEARCH >>

Smart Smoke/CO Detector Sales Projected to Reach $1B by 2027

By Jennifer Kent, Vice President, Research, Parks Associates

•

Purchase intentions are up for almost all smart home products.

Consumers are upgrading their home environment as well.

•

Prices of smart home products across the board were trending down before the macroeconomic influence of inflation impacted the market, but as inflation comes down and the market normalizes products will continue to decrease in price.

Barriers Impacting Sales

The smart home market experienced relatively strong growth in 2021 before seeing dips in 2022, including for smart smoke/CO detectors. Smart smoke and CO detectors saw an increase in reported ownership 2021 in US Internet households from 5% to 11% from 2020 to 2021 and then dipped to 8%.

According to Parks Associates research, 9-10% of US Internet households own a smart smoke/CO detector and more than half of smoke/CO detector owners pay for a service. These services are largely delivered as part of a security service.

With the familiarity of smart smoke and CO detectors gradually rising and being offered in bundled systems, the opportunity exists for continued growth in the next several years.

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Market Drivers •

The consumer base for smart home devices largely consists of segments with incomes and lifestyles that can weather difficult economic times.

•

Inflation is easing in some sectors.

•

Consumer indices for familiarity and affordability for most smart home categories continue to increase.

•

More investment in smart home space and insurance providers.

•

There have been small increases in rates fire/smoke damage reports from 2019 to 2023, with less than half of cases filing a claim with their insurance companies.

The growth trajectory for smart smoke/ CO detectors is tempered by several market headwinds. There has been little movement in the perceived value of the benefits provided by smart home products in general. Macroeconomic conditions still looming from the impact of economic decisions made during the COVID-19 pandemic such as supply chain disruptions and inflation plague the market, keeping product prices higher than normal in some sectors and consumer wallets tighter.

Despite these headwinds, Parks Associates forecasts this category of smart home devices to generate almost $1 Billion in revenue by 2027. Like other smart home products, smart smoke/CO detectors experienced growth during the years of the COVID-19 pandemic where home renovations and home moves were on the rise. Home moves and renovations are critical windows in which consumers are more likely to intend to purchase smart devices.

Research continued on page 29

Fall 2024 | TMA Dispatch

TMA Dispatch | Fall 2024

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GSOC>>

5 Things Every GSOC Training Program Must Have

By Randy Rickert, Manager, Global Security Operations, Thrivent Corp.

Experienced Trainers While you may not have a roster of experienced trainers to fully dedicate to a new hire, you likely have a couple of people who enjoy training others and have a knack for it. If these people are also subject-matter experts within your department, that’s even better. A new hire can benefit from learning new systems and topics from an existing expert already on your staff. Connecting new hires and experienced training promotes a team environment and feeling of belonging, reduces turnover and plays a role in retaining new and tenured staff.

Lesson Plans

As security operations professionals, we all take pride in identifying, assessing, and managing risks. It’s critical to our collective mission of managing risk to invest in the right technology, hire the right team members, and keep abreast of industry issues through groups like TMA. We’ll complete deep reviews on software releases and new tech, pour over industry practices, and spend weeks looking for the right candidate.

Hiring managers need to invest in the new hire as they are onboarding, just as you would spend time installing and doubling checking new technology. The first question you should ask before hiring is: what are you and the team doing to ensure someone new is set up for success once they’re hired?

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The key to helping a new employee shine in their job is showing them you’re committed to their success. As you would with any critical component to your operation, you need solid preparation before the new hire even sets foot in your organization. This includes having a comprehensive training program to walk them through every aspect of their job, the expectations, group dynamics, and performance measurement. Equally as important as the program content is having experienced trainers, lesson plans and supporting materials, a distractionfree training environment, an impactful training approach and leadership support.

One of the most important things you can produce for your training program are clear and consistent lesson plans.

Elements of an effective lesson plan include an overview of what all will be included and why the training is important for the role, the specific training goals (what the trainee will know and be able to demonstrate after the training), what supporting materials are available for the topic, and a section for the trainee to sign off acknowledging they have been trained on the topic.

Remember the lesson plan is also for the trainer to use as a guide to ensure all important topics are covered consistently from one trainee to the next. It can also include notes for the training to remind them of important points to make or tips for the trainee.

GSOC Training, continued on page 28

Fall 2024 | TMA Dispatch

Technology continued from page 13

by analyzing traffic in greater detail and blocking sophisticated threats.

Intrusion Detection and Prevention Systems (IDPS) enhance security by monitoring network traffic for suspicious activity and automatically responding to threats. This proactive approach helps identify and mitigate risks before they can cause significant damage. Endpoint Detection and Response (EDR) solutions continuously monitor endpoints to detect and respond to advanced threats, providing detailed visibility into network activities, enabling rapid containment and remediation of attacks. Network segmentation further strengthens security by dividing a network into smaller, isolated segments, limiting the spread of malware and allowing for tailored security policies for each segment. Continuous monitoring and leveraging real-time threat intelligence are crucial for identifying and mitigating threats swiftly. Advanced analytics and machine learning allow for the detection of abnormal behaviors that may indicate potential threats, ensuring a proactive defense stance.

The Zero Trust Model The Zero Trust model is an essential philosophy in modern cybersecurity, advocating for a “never trust, always verify” approach. This model requires strict verification for every person and device attempting to access network resources. Implementing Zero Trust involves segmenting networks, using multi-factor authentication, and continuously monitoring network traffic to detect and respond to anomalies. This approach ensures that only verified and authorized users and devices can access sensitive data and systems, significantly enhancing overall security posture.

Regular Audits and Assessments Cybercrime continues to advance, and so should our cybersecurity measures.

Regular audits and assessments are essential for identifying and addressing vulnerabilities before they can be exploited. Conducting regular security audits evaluates the effectiveness of your cybersecurity measures, while TMA Dispatch | Fall 2024

penetration testing identifies and fixes security weaknesses. Being proactive and staying one step ahead is key to a strong cybersecurity implementation.

Data Backups and Disaster Recovery Regular data backups are crucial for ensuring business continuity in the event of a cyber incident. It is essential to schedule frequent backups of critical data and systems and to develop and maintain a comprehensive disaster recovery plan to quickly restore operations following a breach. Regularly test your backups to understand your Recovery Time Objective (RTO) and Recovery Point Objective (RPO), ensuring you can effectively recover your data and systems. Think of this as having a safety net in place. There is a well-known saying in cybersecurity: “There are two types of companies: those who have been breached, and those who will be.” It’s better to be prepared with a backup for whatever is thrown at you.

Third-Party Vendor Management Many alarm monitoring centers rely on third-party vendors for various services, making it crucial to ensure these vendors adhere to robust cybersecurity practices. Evaluating the cybersecurity measures of third-party vendors before engagement is essential. Including security requirements and Service Level Agreements (SLAs) in contracts ensures vendors meet your security standards.

Some of the largest breaches in the last decade, such as those at Home Depot, Target, and Anthem, were due to vendor mismanagement. Remember, a chain is only as strong as its weakest link.

Regularly assessing vendor security practices and conducting audits can prevent such incidents.

Employee Engagement Engaging employees in cybersecurity is crucial for maintaining a strong security posture. Regular training should be complemented with initiatives that encourage vigilance and reporting of suspicious activities. Creating a culture of security awareness, where employees understand the importance of their

role in protecting the organization, can significantly reduce risks. Recognition programs for exemplary security practices and regular communication about the latest threats can keep cybersecurity top of mind.

Conclusion In the ever-evolving landscape of cybersecurity, alarm monitoring centers must remain vigilant and proactive in their security efforts. By focusing on these basic cybersecurity practices, you can build a strong foundation that protects your operations and client data from threats. Remember, the basics are the building blocks of a robust cybersecurity strategy. Ensuring that these fundamental practices are in place and consistently followed will help maintain the integrity and reliability of your alarm monitoring center.

Prioritizing good password practices, software maintenance, advanced network security measures, the Zero Trust model, employee training, incident response planning, regular audits, data backups, and third-party risk management can significantly enhance your cybersecurity posture. In doing so, you not only safeguard your operations but also build trust and credibility with your clients, providing them with the assurance that their security is in good hands.

Remember the basics and stay ahead of the curve. In cybersecurity, it is often the simple practices that make the biggest difference. For more detailed information on the latest cyber threats and best practices, refer to the 2023 Internet Crime Report, the 2024 Data Breach Investigations Report, and the Hornet Security Awareness Survey 2024.

Get engaged!

Join a TMA Committee.

[19]

REGULATORY UPDATE >>

The Wireline Report Latest FCC news impacting your business

By Salvatore Taillefer, Partner, Blooston Law (sta@bloostonlaw.com)

and disadvantages in negotiating interconnection agreements,” and will incur “unrecoverable compliance costs in accommodating the rule.” The court further found that the remaining stay factors were met because the Commission’s action likely exceeds its legal authority.

In addition to granting the motion to stay, the court also established the following deadlines: petitioners’ opening brief is due August 12; the FCC’s brief is due September 11; and petitioners’ reply brief is due by October 2. Oral arguments will be held between October 28 and November 1.

FCC Adopts NG911 Order

Sixth Circuit Stays Net Neutrality Order On August 1, the United States Court of Appeals for the Sixth Circuit granted a motion to stay in the appeal proceeding on the FCC’s latest net neutrality order (Safeguarding and Securing the Open Internet). The order was originally scheduled to go into effect on July 22, but the court entered a temporary stay until August 5 to consider the motion to stay. As a result of the court’s action, the Order will not go into effect until the appeal proceeding is resolved.

The decision to stay an agency order rests on four factors: likelihood of success on the merits; injury to the petitioners in the absence of a stay; injury to others from a stay; and the public interest. The court’s rationale in finding that all four of these factors weighed in favor of staying the Order provides some insight into its consideration of the merits of the case.

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The court found that the petitioners were likely to succeed on the merits because the final rule implicates a “major question,” and the Commission failed to satisfy the high bar for imposing such regulations. The “major questions” doctrine provides that when Congress delegates its legislative authority to an agency, it presumably resolves “major questions” of policy itself while authorizing the agency to decide only those “interstitial matters that arise in day-to-day practice.” According to the court, net neutrality is “likely a major question requiring clear congressional authorization” because, as the Order itself stated, broadband services are essential to modern day life. It is also a major question because of the “vast economic and political significance” at play.

The court found that the petitioners also have shown a “possibility of irreparable injury” because they “face delays in product roll-outs

On July 18, the FCC adopted rules to expedite the transition to Next Generation 911 (a.k.a., NG911) and to support the deployment of advanced 911 capabilities – including video, text and data – that will help first responders to save lives.

The NG911 Report and Order (FCC 24-78) will require wireline providers, Commercial Mobile Radio Service (CMRS) providers, covered text providers, providers of interconnected Voice over Internet Protocol (VoIP) services, and providers of Internet-based Telecommunications Relay Service (Internet-based TRS) (collectively “originating service providers” or “OSPs”) to take actions to start or continue the transition to NG911 in coordination with 911 Authorities.

Similar to the E911 regulatory framework, the NG911 regulatory framework involve a two-phased approach with each phase initiated by a 911 Authority submitting a valid request to OSPs within their jurisdiction: Fall 2024 | TMA Dispatch

Phase 1: Within six months of receiving a valid Phase 1 request from a 911 Authority (or within 12 months for non-nationwide CMRS providers and internet-based TRS providers), an OSP must commence delivery of 911 traffic in IP-based Session Initiation Protocol (SIP) format to one or more in-state NG911 Delivery Points designated by the 911 Authority.

Phase 1 is intended to enable 911 Authorities to deploy Emergency Services IP Networks (ESInets) in a cost-effective manner by selecting convenient delivery points to receive 911 traffic. It will also improve 911 reliability by using an IP-based format, rather than circuit-switched TDMbased format, to deliver 911 traffic and establish the transmission platforms necessary for upgrading to Phase 2.

Phase 2: Within six months after the latest of (1) the 911 Authority’s Phase 2 valid request; or (2) the date when the OSP is required to comply with Phase 1 requirements, or when it does comply with those requirements (whichever is earlier) non-rural wireline providers, nationwide CMRS providers, covered text providers and interconnected VoIP providers must commence delivery of 911 traffic to the designated in-state NG911 Delivery Point(s) in an IP-based SIP format that complies with NG911 commonly accepted standards identified by the 911 Authority, including having location information embedded in the call signaling. RLECs, non-nationwide CMRS providers and Internet-based TRS providers will have 12 months from these same triggers to comply with Phase 2 requirements.

In Phase 2, OSPs must install and put into operation all equipment, software applications, and other infrastructure, or acquire all services, necessary to use a Location Information Server (LIS) or its functional equivalent for the verification of its customer location information and records.

FCC Proposes New Robocalling Rules for AI Generated Communications At its August Open Meeting last week, the FCC adopted a Notice of Proposed TMA Dispatch | Fall 2024

Rulemaking aimed at protecting consumers from AI-generated robocalls and robotexts. Specifically, the FCC proposes to define an AI-generated call as “a call that uses any technology or tool to generate an artificial or prerecorded voice or a text using computational technology or other machine learning, including predictive algorithms and large language models, to process natural language and produce voice or text content to communicate with a called party over an outbound telephone call.” It also proposes to require callers to disclose that the caller intends to use AI-generated calls and text messages when obtaining prior express consent. In addition, callers would need to disclose to consumers on each call when they receive an AIgenerated call. The FCC also seeks additional comment and information on developing technologies that can alert consumers to AI-generated unwanted and illegal calls and texts.

Cybersecurity Trustmark Rules Effective September 9th; Comments Due August 19th On August 9th, the FCC announced that its Cybersecurity Labeling for Internet of Things Report and Order (Order), which established the framework for its consumer IoT labeling program, was published in the Federal Register.

As a result, the rules will go into effect on September 9th.

As we reported when the Report and Order was adopted back in March, it is a voluntary cybersecurity labeling program for wireless consumer Internet of Things (“IoT”) products. Under the program, qualifying consumer smart products that meet robust cybersecurity standards will bear a label—including a new “U.S Cyber Trust Mark.”

According to an FCC Press Release issued at the time:

easy-to-understand details about the security of the product, such as the support period for the product and whether software patches and security updates are automatic.

The voluntary program will rely on public-private collaboration, with the FCC providing oversight and approved third-party label administrators managing activities such as evaluating product applications, authorizing use of the label, and consumer education.

Compliance testing will be handled by accredited labs.

Examples of eligible devices include home security cameras, voice-activated shopping devices, internet-connected appliances, fitness trackers, garage door openers, and baby monitors.

In an NPRM adopted alongside the Report and Order, the FCC seeks comment on additional potential disclosure requirements, including whether software or firmware for a product is developed or deployed by a company located in a country that presents national security concerns and whether customer data collected by the product will be sent to servers located in such a country

Right to Repair...

Next Nav...

Net Neutrality...

Who’s got your back?

Donate to the AICC PAC.

The U.S. Cyber Trust Mark logo will initially appear on wireless consumer IoT products that meet the program’s cybersecurity standards.

The logo will be accompanied by a QR code that consumers can scan for

AICC

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[21]

REGULATORY UPDATE >>

The Wireless Report

Spectrum usage; New mobile laws offer survivors protection

By John A. Prendergast, Managing Partner, Blooston Law (jap@bloostonlaw.com)

timing (PNT) network that can act as a land-based back up to GPS satellite service. Grant of the NextNav proposal could impact alarm devices that operate in portions of the Lower 900 MHz Band (e.g., Ring alarm devices/ sensors and other z-wave devices), by causing interference and/or creating an environment where low powered, unlicensed equipment will as a practical matter have to operate in a smaller, more crowded portion of the spectrum.

Research is needed to determine the exact impact on alarm radios. We strongly recommend that AICC’s members have their engineering teams review the NextNav proposal and let us know their thoughts and/or concerns.

FCC Seeks Comment on NextNav Petition for Rulemaking to Reconfigure Lower 900 MHz Band Used by Certain Alarm Devices NextNav, Inc. (NextNav) has filed a Petition for Rulemaking with the FCC that seeks to have the agency reconfigure the 902-928 MHz band (the “Lower 900 MHz Band”) and adopt new rules to enable the deployment of a 5G terrestrial positioning, navigation, and timing (PNT) network that is complimentary to GPS. A copy of the April 16, 2024 NextNav Petition is available HERE, along with a supplement that the company filed with the Commission back in June HERE (an appendix with NextNav’s proposed rule changes). The FCC’s August 6 Public Notice DA 24-776 in WT Docket No. 24-240 soliciting comments is available HERE. Because grant of the [22]

NextNav proposal could impact the operating environment and potential RF interference considerations for alarm systems that operate in portions of the Lower 900 MHz Band (e.g., Ring alarm devices/sensors and other z-wave devices), we strongly recommend that AICC’s members have their engineering teams review the NextNav proposal and let us know their thoughts and/or concerns as soon as possible, with an eye toward preparing and circulating draft AICC comments ahead of the Labor Day weekend since the comments will be due on Thursday of that short week.

NextNav, Inc. is asking the FCC to reconfigure the 902-928 MHz band (the “Lower 900 MHz Band”) and to grant NextNav a nationwide license to use 15 MHz of the band for deployment of a 5G positioning, navigation, and

AICC filed comments raising concerns based on input from several members.

Please contact John Prendergast with any comments as AICC may be filing Reply Comments by September 20.

Court Overturns FTC Non-Compete Restriction, September 4 Deadline for Notifying Employees is Cancelled On August 20, the US District Court for the Northern District of Texas in Ryan LLC v. FTC overturned the FTC’s recently-adopted ban on the use of non-compete restrictions in employee contracts. The rule was scheduled to go into effect on September 4, which would have required employers to proactively notify their employees as of that date that most existing noncompete clauses would not be enforced, and no new non-compete arrangements could be imposed. The Court set aside the Non-Compete Rule in all respects, finding it to be arbitrary and capricious, Fall 2024 | TMA Dispatch

and beyond the authority of the FTC (especially since the ban applied to all non-compete clauses with no attempt to identify only those restrictions that were harmful to competition and did not serve a legitimate need). Consequently, the Court made it clear that “the Rule shall not be enforced or otherwise take effect on its effective date of September 4, 2024 or thereafter.”

The FTC may appeal this decision to the US Court of Appeals. A Pennsylvania court recently denied an injunction against the FTC’s rule in ATS Tree Services LLC, holding that the FTC has broad statutory authority to regulate unfair methods of competition. Thus, there may be a conflict brewing between Federal Circuits on this issue, increasing the chance of an appeal. Therefore, employers will need to stay abreast of any further rulings in this matter. But it is clear that employers do not have to send their employees a non-compete notice on September 4 (unless a higher court issues a stay of the District Court’s decision, which is unlikely since postponing the Sept. 4 deadline simply maintains the status quo). Please consult with employment counsel if you have any questions.

NG911 Update On July 10, AICC filed ex parte comments in advance of the FCC’s order on implementing the next phase of Next Generation 911, to reinforce the alarm industry’s concerns about allowing the automatic sending of unscreened alarm messages, data and/or video directly to a PSAP using NG911 technology. The FCC voted at its July 18 meeting to adopt a Report and Order in PS Docket No. 21479 that primarily focuses on requiring originating service providers—that is, the 911 callers’ phone companies—to format 911 calls to be compatible with NG911 and to deliver the calls to new destination points on IP networks as established by 911 authorities.

The Order acknowledged AICC’s ex parte, but did not address its merits, which we expected given the limited nature of the Order and its focus on service providers. We filed AICC’s ex parte pursuant to our discussion with the staff of the FCC, TMA Dispatch | Fall 2024

to simply keep our concerns on the FCC’s radar as they implement each different phase of NG911. The Order also deferred any ruling on other NG911 proposals by other commenting parties, such as a requirement to implement formal cybersecurity rules, a proposal by NENA governing over-the-top services connecting to PSAPs, and a proposal for rules governing the use of NG911 by vision- and hearing-impaired persons.

All of these matters should be addressed in a future phase of the NG911 proceeding, but we want the FCC to keep protection of PSAPs from “autodialer” type bombardment in mind at all times. In AICC’s ex parte, we cited an acknowledgement by the Federal government that even before NG911 is fully implemented, PSAPs are seeing similar problems: See e.g., https:// www.911.gov/issues/cybersecurity/ (“PSAPs must be prepared to actively manage possible cybersecurity threats such as hackers using auto-dialers to overwhelm PSAP phone lines or accessing or corrupting data.”)

FCC Issues Report and Findings on Nationwide AT&T Cell Service Outage The FCC has issued a report detailing the cause and impact of a nationwide AT&T wireless service outage on February 22, 2024, that lasted at least 12 hours and prevented customers from using voice and data services, including blocking more than 92 million phone calls and more than 25,000 attempts to reach 911. The report also contains recommendations to help prevent similar outages in the future. Highlights of the report include: The outage affected users in all 50 states as well as Washington, D.C., Puerto Rico, and the U.S. Virgin Islands. All voice and 5G data services for AT&T wireless customers were unavailable, affecting more than 125 million devices, blocking more than 92 million voice calls, and preventing more than 25,000 calls to 911 call centers.

Voice and 5G data services were unavailable to customers of other wireless providers that regularly use or

were roaming on AT&T’s network.

It took AT&T at least 12 hours to fully restore service.

The outage also cut off service to devices operated by public safety users of the First Responder Network Authority (FirstNet). AT&T prioritized the restoration of FirstNet before other services but did not notify FirstNet customers of the outage until three hours after it began, and nearly one hour after service was restored.

The incident began after AT&T implemented a network change with an equipment configuration error. The report details numerous factors that resulted in the extensive scope and duration of the outage, and it cites the corrective actions since taken by AT&T to prevent a reoccurrence.

The report stresses that this “sunny day” outage highlights the need for network operators to adhere to their internal procedures and industry best practices when implementing network changes, to implement sufficient network controls to mitigate configuration errors so they do not escalate and disrupt network operations, and to have appropriate systems and procedures in place with adequate capacity to facilitate prompt recovery from large-scale outages.

Based on its investigation into this AT&T wireless outage, the Public Safety and Homeland Security Bureau has referred this matter to the Enforcement Bureau for potential violations of FCC rules. The FCC is also currently investigating a recently disclosed AT&T breach of consumer data and working closely with law enforcement agencies.

Unfortunately, future outages of AT&T and other carrier networks must be anticipated. Alarm operations relying on these networks should game-plan back up options for such situations.

FCC to Vote on Auto Safety Spectrum Rules On July 17, the FCC announced that the Commissioners will vote on final rules that are designed to improve transportation safety and mobility by integrating advanced [23]

communications technologies into vehicles and infrastructure. The rules would allow in-vehicle and roadside units to operate cellular-vehicle-toeverything (C-V2X) technology in the 5.9 GHz spectrum currently dedicated to Intelligent Transportation Systems (ITS). C-V2X technology provides direct communications between vehicles, roadside infrastructure, and other road users such as cyclists, pedestrians, and road workers in order to promote, among other things, non-line-of-sight awareness, notice of changing driving conditions, and automated driving.

In making this announcement, Chairwoman Rosenworcel stated that “[t]he evolution of the 5.9 GHz band advances new car safety technologies in an efficient and effective way while also growing our wireless economy.”

The proposed Report and Order, if adopted, would promote efficient use of 30 megahertz of spectrum dedicated for ITS in the 5.9 GHz band, as well as provide substantial safety benefits to the American public. It would codify C-V2X technical parameters in the FCC’s rules, including power and emission limits and message prioritization. The rules would provide flexibility for the auto industry to use three 10-megahertz channels either separately, in combination as a 20-megahertz channel or as a single 30-megahertz channel. The rules would also establish prioritization of safetyof-life communications. The rules would not require licensees already operating under C-V2X waivers to make changes to their currently deployed systems, and would provide a two-year timeline for sunsetting the use of existing Dedicated Short Range Communications (DSRC)based technology.

A timeline has not yet been established for when the item will actually be voted on by the Commissioners. In the meantime, on July 19, the FCC granted waiver requests filed by certain manufacturers (Autotalks Ltd.1, Innowireless Co., Ltd., and Keysight Technologies Inc.), as well as Subaru, allowing them to implement C-V2X technology on a limited basis.

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The alarm industry should evaluate whether C-V2X technology creates opportunities for new security services, such as better tracking of protected cargos, security guards, etc. While cast in the smart vehicle setting for now, it is possible that this technology may be adaptable to other settings requiring mobile security capabilities.

FCC Adopts New Rules for Operation of Drones in 5 GHz Band The FCC has adopted a Report and Order with new rules to enable communications necessary to safety control flight of Unmanned Aircraft Systems (“UAS” or “drones”) in the 5 GHz band. The use of UAS in the United States has grown quickly. During

Join AICC Our industry is facing some of the most significant legislative and regulatory challenges in its history at both the state and federal level.

Now is the time for you to stay informed and to use your voice.

AICC is fighting for you!

Attend AICC’s fourth quarter, virtual meeting on December 10, 2024 to gain insights into the important work being undertaken by the Committee.

Contact TMA CEO Celia T. Besore at cbesore@tma.us for details.

this decade, UAS operations are expected to triple in terms of the number of devices and see the market expand into in the tens of billions of dollars. These tools are aiding in search and rescue missions, helping farmers, inspecting infrastructure, delivering medicine, and even gathering news.

The FCC’s action enables a significant increase in the number of drones that will be flying in the US. Drones can offer very useful capabilities to alarm companies; but the new rules do not appear to enable drone defense measures, which makes it difficult to protect premises from attacks by bad actors.

The war in Ukraine has highlighted how dangerous drones have become.

The FCC’s action establishes a new Part 88 with initial service rules that allow operators to obtain direct frequency assignments in a portion of the 50305091 MHz band for non-networked operations. The new rules rely on dynamic frequency management systems to manage and coordinate access to the spectrum and enable its safe and efficient use. These management systems provide requesting operators with temporary frequency assignments to support UAS control link communications with a level of reliability suitable for operations in controlled airspace and other safetycritical circumstances.

To enable operations in the band during the period before the dynamic frequency management systems are in operation, the rules establish an interim access mechanism in which operators seeking to transmit in the band first submit a request to the Federal Aviation Administration for deconfliction and approval, and, upon FAA authorization, complete an on-line registration form with the Commission. The interim mechanism will be made available to operators after the rules become effective and when the Commission announces

by Public Notice that it will begin accepting registrations.

AICC

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Fall 2024 | TMA Dispatch

MEETING PREVIEW >>

2024 TMA OPSTech Preview October 10-13, 2024 | Charlotte, NC

Join us at the 2024 TMA OPSTech program! Hosted by Security Central, this highly anticipated event brings together monitoring professionals from all levels of the industry, offering an unparalleled opportunity to stay ahead of current trends and challenges in the monitoring center landscape.

Make plans now to take part in this comprehensive program that features education sessions tailored to address the pressing issues impacting monitoring centers today. From operational strategies and video and technology advancements, this year’s sessions will cover a wide range of topics to equip you with the knowledge and insights needed for success.

We foster an environment of open exchange and collaboration, allowing attendees to freely share their challenges and best practices. This unique opportunity to network with industry professionals will further enrich your experience and provide valuable insights that you can implement in your own monitoring center operations. Come with a problem, leave with a solution!

The following is a preview of the sessions for our 2024 TMA OPSTech.

SUNDAY, NOVEMBER 10 6:00 – 8:00 pm Welcome Reception | Icebreaker | Networking Kick off the 2024 TMA OPSTech with our Welcome Reception! Join us for an engaging icebreaker session followed by an evening of networking with industry peers. Connect, collaborate, and set the stage for a productive and insightful event.

MONDAY, NOVEMBER 11 9:05 – 9:55 am Attracting and Retaining Top Talent [Virtual /Hybrid Access] Explore effective strategies for attracting, hiring, and retaining top talent in monitoring centers. The session will cover recruitment techniques, TMA Dispatch | Fall 2024

employee engagement, and retention programs that help maintain a motivated and efficient workforce.

This session will provide a comprehensive guide on how to document security incidents accurately and effectively.

Participants will learn about effective standard operating procedures, necessary documentation tools, and the importance of thorough record-keeping for legal and operational purposes.

Take-Aways: 1. Different types of incentive programs and their benefits.

2. How to implement recognition programs that improve employee morale.

3. Measuring the impact of incentives on productivity and job satisfaction.

11:05 am – 12:00 pm Mastering Security Incident Documentation [Virtual /Hybrid Access] This session will provide a comprehensive guide on how to document security incidents accurately and effectively.

Participants will learn about effective standard and operational purposes.

Learning Objective: By the end of this session, participants will be able to implement best practices for documenting security incidents, using appropriate tools and technologies to ensure accurate and thorough recordkeeping, to support both legal and operational requirements.

Learning Objective: By the end of this session, participants will be able to implement best practices for documenting security incidents, using appropriate tools and technologies to ensure accurate and thorough recordkeeping, to support both legal and operational requirements.

Take-Aways: 1. Essential components of effective security incident documentation.

2. Tools and technologies that streamline the documentation process.

3. The importance of thorough documentation for legal and operational continuity.

Take-Aways: 1. Essential components of effective security incident documentation.

2. Tools and technologies that streamline the documentation process.

3. The importance of thorough documentation for legal and operational continuity.

10:10 – 11:00 am Enhancing Performance with Monitoring Center Incentive Programs [Virtual /Hybrid Access]

1:10 – 2:00 pm Managing Alert/Monitoring Fatigue in Monitoring Centers [Virtual /Hybrid Access] Discover strategies to manage and mitigate alert fatigue among monitoring center staff. This session will cover the causes of alert fatigue, its impact on performance, and practical solutions to keep staff alert and efficient.

Learn about various incentive programs that can be implemented in monitoring centers to enhance performance, motivation, and overall job satisfaction among employees. This session will discuss financial and non-financial incentives, recognition programs, and their impact on productivity and performance.

Learning Objective: By the end of this session, participants will be able to identify the causes and effects of alert fatigue, implement [25]

techniques to reduce non-critical alerts, and apply strategies to maintain staff alertness and performance.

Take-Aways: 1. 1. Understanding the causes and effects of alert fatigue.

2. 2. Techniques to reduce the volume of non-critical alerts.

3. 3. Strategies to maintain staff alertness and performance.

2:05 – 2:55 PM Artificial Intelligence in Surveillance and Monitoring [Virtual /Hybrid Access] This session will focus on the integration of AI technologies in surveillance systems. Key areas to be covered include: •

•

•

•

Introduction to AI in Surveillance: An overview of how AI is transforming monitoring systems.

Technological Advances: Exploration of recent advancements in AI-driven video analytics and anomaly detection.

Use Cases and Benefits: Realworld examples of AI in action, highlighting efficiency gains, improved response times, and enhanced security measures.

Challenges and Considerations: Discussion of ethical considerations, data privacy, and potential biases in AI algorithms.

Take-Aways: 1. Understanding how AI is revolutionizing surveillance and monitoring systems.

2. Knowledge of recent advancements in AI technologies and their practical applications.

3. Awareness of the ethical challenges and considerations in deploying AIdriven surveillance solutions.

3:10 – 4:00 PM It’s Approved! Navigating Through the CSaaS Model: How to Face the Challenge and Get it Done!

[Virtual /Hybrid Access] You’ve been approved to move forward with the Central Station as a Service (CSaaS) model, which allows monitoring centers to host a portion or all of their technology stack and [26]

telecommunications with specialized UL Listed providers while maintaining part time or full-time monitoring responsibilities in-house. This session will review the benefits and provide practical guidance for selecting partners for implementing CSaaS in your organization.

Learning Objective: By the end of this session, participants will be able to understand the CSaaS model and its benefits, identify best practices for selecting and partnering with CSaaS providers, and navigate common challenges in transitioning to a CSaaS model.

Take-Aways: 1. Understanding the CSaaS model and its benefits.

2. Best practices for selecting and partnering with CSaaS providers.

3. Overcoming common challenges in transitioning to a CSaaS model.

TUESDAY, NOVEMBER 12 8:45– 9:50 AM Conversational AI for Improved & Efficient Customer Service [Virtual /Hybrid Access] Learn about the integration of conversational AI in monitoring centers to enhance customer interactions, streamline operations, and provide realtime support. This session will explore various applications of AI-driven chatbots and virtual assistants.

Learning Objective: By the end of this session, participants will be able to understand the benefits of implementing conversational AI in monitoring centers, identify practical applications of AI-driven chatbots and virtual assistants, and develop strategies for integrating conversational AI with existing systems to enhance customer interactions and streamline operations.

Take-Aways: 1. Benefits of implementing conversational AI in monitoring centers.

2. Practical applications of AI-driven chatbots and virtual assistants.

3.

Strategies for integrating conversational AI with existing systems.

10:00 AM – 11:10 PM Roundtable Breakout Discussion Groups We will gather in small, facilitated discussion groups to delve into strategies for addressing common challenges and share solutions and lessons learned. Each group will then report their highlights back to the general session.

1:10 pm – 2:00 pm Implementing AVS-01 (Alarm Validation Scoring) Standard Training for Training Managers [Virtual /Hybrid Access] This session is designed for training managers who are responsible for developing and implementing training programs within their organizations.

Join us to gain practical insights and expert guidance on leveraging TMA’s free AVS-01 Standard on-line training to elevate your monitoring center’s performance. Learn how to engage with your local public safety officials to showcase the value of participation.

Learning Objective: By the end of this session, training managers will be equipped with the knowledge and tools to effectively integrate the AVS01 Alarm Validation Scoring (AVS) Standard on-line training into their internal training programs, enhancing their monitoring center operations.

Take-Aways: 1. Integration Techniques: Participants will learn how to seamlessly incorporate the AVS01 on-line training modules into their existing training programs, ensuring a smooth and efficient implementation process into already existing call handling procedures.

2. Maximizing Training Impact: Attendees will discover strategies to optimize the training experience for their operators, focusing on the importance of alarm level classification, situational awareness, and effective communication with Emergency Communications Centers (ECCs).

Fall 2024 | TMA Dispatch

3.

Operational Benefits: The session will highlight the operational improvements gained from implementing AVS-01, such as enhanced efficiency, effectiveness, service quality, and profitability, and how these benefits contribute to overall public safety.

3:00 – 6:00 pm Facility Tour: Security Central Experience a behind-the-scenes look at Security Central, a leading third-party monitoring solution provider. Founded in 1963, Security Central blends tradition with innovation to deliver exceptional service. Their state-of-the-art facility in Statesville, NC, offers cutting-edge technology and a dedicated team focused on protecting what people value most.

Don’t miss this opportunity to see how Security Central maintains its legacy of trust, reliability, and excellence in the security industry.

5:00 – 6:00 PM Happy Hour hosted by Security Central After an insightful tour, unwind and connect with fellow participants at a happy hour hosted by Security Central.

Enjoy refreshments, network with industry peers, and discuss the day’s experiences in a relaxed setting. The location for this event will be announced soon. Don’t miss this opportunity to socialize and gain further insights into the cutting-edge operations at Security Central.

WEDNESDAY, NOVEMBER 13 9:00 am – 12:00 pm Deep Dive: Unlocking the Power of Presence Detection OPERATIONS (PRESENCE DETECTION AND REMOTE VIDEO) Explore the technology and applications of presence detection in monitoring centers. As presence detection is an integral part of the AVS-01 level classification, the more data collected, the more accurate situational awareness.

This program will discuss how presence detection systems can enhance security, improve response times, and provide valuable data for operational TMA Dispatch | Fall 2024

improvements and situational awareness for law enforcement.

Take-Aways: 1. Understanding presence detection technology and its benefits.

2. Practical applications of presence detection in monitoring centers.

3. Using presence detection data for operational and security enhancements.

Take-Aways: 1. Benefits and applications of remote video monitoring and remote guarding.

2. Best practices for setting up and managing remote monitoring systems.

3. Enhancing security and operational efficiency through remote monitoring and guarding.

9:00 am – 12:00 pm Deep Dive: GSOC Management Best Practices

1:10 – 3:30 PM Deep Dive: Leveraging Big Data and Analytics for Security Innovation

GLOBAL SECURITY OPERATIONS CENTER TOPICS

Technology Topics (for IT Specialists)

Join us for an intensive morning workshop focused on GSOC (Global Security Operations Center) management best practices. This session will cover critical aspects of GSOC operations, including effective staffing strategies, the development and implementation of standard operating procedures (SOPs), and the use of statistics, data, and key performance indicators (KPIs) to drive performance and improvement.

Take-Aways: 1. Best practices for staffing GSOCs to ensure optimal performance and efficiency.

2. How to develop and implement effective standard operating procedures (SOPs).

3. Utilizing statistics, data, and KPIs to measure and enhance GSOC operations.

1:10 – 3:30 pm Deep Dive: Staying Relevant: Remote Guarding as Part of Video Monitoring OPERATIONS (PRESENCE DETECTION AND REMOTE VIDEO) Explore the critical role of remote video monitoring and remote guarding in maintaining relevance in the evolving security landscape. This program will dive into the benefits of remote monitoring, best practices for system setup and management, and how these technologies enhance security and operational efficiency.

This deep dive will explore the role of big data and analytics in driving innovation within the security sector, covering: •

•

•

•

Data Collection and Analysis: Techniques for gathering and analyzing large datasets to identify security trends and threats.

Predictive Analytics: Using data to anticipate security challenges and develop proactive measures.

Case Studies on Big Data Utilization: Examples of successful implementations in security applications, such as crime prediction and resource optimization.

Challenges and Future Directions: Addressing data privacy concerns, the integration of AI, and the future potential of big data in security.

1:10 – 3:30 PM Deep Dive: GSOC Design Workshop: Lessons and Insights Global Security Operations Center Topics Join us for an afternoon workshop focused on GSOC (Global Security Operations Center) design standards.

This session will explore valuable lessons learned from past experiences, desirable features to include, and pitfalls to avoid in GSOC design. Topics will cover insights into what worked well, what enhancements could be beneficial, and what should be avoided to ensure an efficient and effective GSOC setup.

OPSTech continued on page 43

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GSOC Training continued from page 16

The trainer should also identify supporting materials on the training topics. These can range from internal department procedures, company polices and standards, external general training videos or company training resources.

The most critical work is to organize these materials ahead of time and have them readily available for the trainer and trainee.

Distraction-Free Training Environment A dedicated and distraction-free training environment is also an important part of a successful program. Optimally, the trainer and trainee should be in a quiet room or area, comfortably set up and one with the resources needed to mimic an actual live monitoring center. This can be an unused cubicle, a conference room, or any open area without distractions. This minimizes distractions and interruptions and gives the trainee the best chance of retaining information.

“I do, we do, you do” Approach At Thrivent, we’ve found the “I do, we do, you do” method works best. First, as “I do,” the trainer shows how to properly do the process or procedure while the trainee takes notes.

Next, the trainee gets more handson and goes through the process or procedure with the close guidance of the trainer – the “we do.” Finally, in “you do,” the trainee will work on their own, demonstrating competence and proficiency of the trained subject.

This is not a one-and-done endeavor; it generally requires constant reminders, tests and validating that the trainee is retaining what they were taught.

Leadership Support When looking to implement a comprehensive training program, leadership support is vital. Leadership plays an important role in approving budgets, staffing changes, and setting the overall tone of the program.

To help garner support, start small and simple: create your lesson plans, train your trainers, and show how an organized approach to training and [28]

development will benefit the team and the organization in the long run.

Make sure the leaders understand the training program and find ways to offer their support.

NG9-1-1 continued from page 14

Final Thoughts

The overall effectiveness of NG9-1-1 system implementation is based on an ECC developing the solutions necessary to meet its internal operational needs AND accommodating an ECC’s ability to interact and exchange information with other ECCs in the community. A critical goal of NG9-1-1 architecture is the ability for multiple ECCs to share input and deliverables to support call surges and outages with the formation of a dynamic, self-healing emergency network.

We’ve had success when we spend the first two weeks of a new hire’s training focused on the basics of the job and the company culture. In the third and fourth weeks, we focus the trainee on getting more hands-on experience, taking the skills they have learned and putting them into practice under the guidance of the trainer or leader.

Global Security Operations Centers are successful because of their teams and leadership – and I believe that following these best practices will help you build the confidence of the new hire, reduce turnover and demonstrate a commitment to your team’s success.

It’s renewal time!

Stay connected in 2025...

enhanced communications between ECCs and alarm companies going forward for the betterment of first responders and the public.

The integration of NG9-1-1 into the ECC will require many of the skills used today by public safety telecommunicators (PSTs), but new training will be required as well. PSTs will need additional training to manage and distribute new forms of multimedia as it will be shared with other ECCs and field personnel. Video and data analytics will help PSTs manage and distribute information while improving situational awareness in the ECC, but utilizing those tools necessitates training and experience.

Additionally, the need for cybersecurity updates and regular preventative training for PSTs will continue to be necessary as new data resources can introduce new threats into the ECC. Organizations can utilize Artificial Intelligence (AI) to assist telecommunicators with managing data, video and images as well as the real time monitoring of a PSTs’ performance, stress and well-being. Utilizing technology to help maintain the physical and mental health of telecommunicators working in ECCs should be a priority.

The promise of NG9-1-1 can only be achieved if the 9-1-1 community works toward a shared vision implementing the definitions of NG9-1-1 that public safety has developed. Only by working together can this new technology benefit telecommunicators, the personnel they serve in the field and the public.

Fall 2024 | TMA Dispatch

Research, continued from page 16

With the pandemic ending, inflation high, and interest rates rising consumers are not investing in expensive home projects, and existing home sales are down. These economic conditions have some influence on all smart home product categories, which tend to be slow-and-steady growth markets.

Both of those channels will remain key, with the likelihood of growth for on-line channels.

ADT, Nest, and Ring lead in the ownership of smart smoke/CO detectors (and listeners), owing much of their success to the user ecosystem and bundling. As security providers look for new distribution channels, insurance

partnerships will grow. This is a key underutilized channel for device acquisition; fires/gas leaks represent top use cases for insurance provided devices and can be a key channel for growth.

A variety of factors can be the final trigger for a smart home purchase, but consumer education and bundling are two of the most significant.

Providing Peace of Mind – an Extension of Security Smart smoke/CO detectors provide residents peace of mind, like other top home security products like cameras and doorbells. These products could make for a compelling bundle, or products like smart lights or smart locks that could automatically light the way to the door and unlock a door in the event of a fire.

Security dealers are the prime channel purchase of smart smoke/CO detectors, followed by more traditional retail.

This is an excerpt from the Parks Associates study, Smart Smoke and CO Detector Market Assessment. Parks Associates research extensively covers the smart home and security market. For more information on how to access our research, visit www.parksassociates.com

Parks Associates Research Finds 28% of Employees Use AI for Professional Needs

Research featured in Parks Associates’ new Smart Home and Security Tracker reveals 28% of full-time employees and business owners use artificial intelligence (AI) applications for their professional needs, from automating routine tasks to enhancing decision-making processes.

The firm’s Smart Home and Security Tracker “provides insights on the latest industry news and trends, including how the integration of AI is transforming the smart home industry,” according to the Parks Associates announcement.

TMA Dispatch | Fall 2024

Axis Communications Marks 40th Anniversary

2024 TMA/SDM Excellence Awards Winners Featured in August SDM Magazine Take a look at SDM magazine’s annual TMA/SDM Excellence Awards feature in its August issue. Each year, two company and three individual awards are presented to TMA members that demonstrate outstanding excellence in their work.

Axis Communications proudly celebrates four decades of innovation and excellence in the video surveillance industry. Since its founding in 1984, Axis has pioneered the shift from analogue to digital surveillance and set new standards for video surveillance technology.

As Axis celebrates its 40th anniversary, the company reflects on a legacy of innovation that has transformed the security industry. From introducing the world’s first network camera to developing cutting-edge analytics and AI-powered solutions, Axis has remained at the forefront of technological advancement with 153 products launched to date.

Happy 40th, Axis Communications!

The 2025 TMA/SDM Excellence Awards application period will open Mon., Dec. 2nd. The awards will be presented virtually following TMA’s Virtual MidYear Meeting in late April. Visit TMA’s website for complete details.

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Cover Story continued from page 11

•

Market pressure to make alarm video verification mandatory • An estimated 1 trillion security alarms in 2024, with a 30% yearover-year growth rate • Insufficient human resources for professional monitoring, necessitating AI-driven solutions While Edge AI is effective in specific, localized scenarios, it faces significant scalability challenges. Each edge device has finite processing power and storage, which limits the complexity of AI models and the amount of data that can be processed locally. This limitation becomes particularly problematic in environments where the number of devices or the volume of data grows rapidly, potentially leading to performance bottlenecks.

In contrast, Cloud AI’s scalable architecture allows it to adapt more readily to increasing demands, making it better suited for handling the explosive growth in data and processing requirements expected in the coming years.

Network Requirements Main requirements for Cloud AI are a sufficient network bandwidth to transfer video data to the Cloud for processing and generating events.

In contrast, Edge AI processes most data locally on-premises, typically only sending data for advanced analytics like facial recognition to the cloud.

This approach generally demands less bandwidth than Cloud AI, making Edge AI more suitable for environments with limited or inconsistent network connectivity. The choice between these approaches depends on the specific installation requirements, available network resources, and the complexity of the desired analytics.

Real-Time Analytics Cloud AI’s ability to process vast amounts of data in real-time is a game-changer for video monitoring. By aggregating continuous video streams and other related data, cloud platforms can deliver sophisticated analytics, such as object detection, real-time tracking, [30]

and even predictive analytics. This continuous data processing allows for the development of advanced AI models that can detect and respond to events with high accuracy.

In contrast, Edge AI processes data locally on the device, which can limit the complexity and scope of the analytics. While Edge AI is capable of basic analytics like object detection, its ability to perform more advanced tasks, such as real-time tracking across multiple cameras, predictive analytics, or behavior-based loitering is often constrained by the device’s processing power. This can result in less comprehensive monitoring and slower response times, particularly in scenarios that require high levels of detail and accuracy.

Integration and Ecosystem Support Cloud AI platforms offer extensive integration capabilities, enabling seamless connections with various hardware, software, and services within the monitoring ecosystem. This integration is crucial for building a comprehensive secure solution that can adapt to different requirements. Cloud platforms often provide APIs, SDKs, and other tools that allow developers to create custom applications, further enhancing the functionality and flexibility of the system.

Edge AI, by its nature, is more isolated and may offer limited integration options. While it can be effective for specific, standalone applications,

Edge AI might not provide the same level of ecosystem support that cloud platforms offer. This limitation can hinder the development of more complex monitoring solutions that require data from multiple sources or the ability to interface with other systems.

Future Prospects for AI in Video Monitoring As AI technology continues to evolve, the cloud is likely to play an increasingly central role in the future of video monitoring. The ability to continuously process and analyze large datasets in real-time makes Cloud AI well-suited to meet the growing demands of the monitoring industry. Additionally, the security, scalability, and integration capabilities of cloud platforms position them as a robust solution for a wide range of applications, from small businesses to large enterprises.

Edge AI, while still valuable for certain use cases, may become more of a niche solution as Cloud AI continues to advance. Its limitations in security, scalability, and data processing power may restrict its effectiveness in more complex or large-scale monitoring environments. However, for localized applications where regulatory restrictions are crucial, or the connectivity is very limited or absent - Edge AI will continue to be a viable option.

Fall 2024 | TMA Dispatch

MEMBER NEWS>> COMPANIES MAKING NEWS Altronix announced its strategic partnership with LiftMaster, a leading brand of professionally installed access solutions including smart video intercoms, smart door controllers and gate operators. This collaboration combines Altronix’s advanced power distribution with LiftMaster’s CAP2D Smart Access Controllers, resulting in new pre-configured kits designed to support up to 16 door systems from a single enclosure.

Axis Communications celebrated the grand opening of its newest Axis Experience Center (AEC) in Phoenix, Ariz. Featuring a variety of Axis surveillance solutions as well as meeting and demo spaces, Axis said the facility will allow the company to build stronger bonds with partners and customers in the southwest, fostering collaborative growth and innovation to enable smarter and safer communities — both local and beyond.

the security industry – from integrators to consultants, to practitioners, to manufacturers and service providers.

Congratulations to the TMA member companies who were recognized as 2024 ESX Innovation Award Winners: FIRE/LIFE-SAFETY Detection Appliances – Smoke / Heat / Gas Detection Services: FireProtect 2 RB (Heat/Smoke/CO) UL Jeweller by Ajax Systems Cellular / Radio Communications: Super Dual StarLink Fire Max2 Supervised Dual SIM/ Dual Path Communicator by NAPCO Security Technologies INTRUSION SYSTEMS Outdoor Detection: MotionCam Outdoor (PhOD) Jeweller by Ajax Systems VIDEO SURVEILLANCE Video Analytics: Alarm.com AI Deterrence (AID) by Alarm.com Megapixel / HD Cameras: First Alert VX3 HD Outdoor Camera by Resideo IP Cameras: TurretCam (8 Mp/2.8mm) by Ajax Systems

Elite Interactive Solutions announced its participation as a featured presenter at this year’s Global Security Expo (GSX).

Elite is organizing the session, “Remote Guarding Has Made Real-Time Crime and Catastrophe Prevention a Reality,” scheduled for Tuesday, Sept. 24, from 11:15 a.m. to 12:15 p.m., at the Orange County Convention Center.

Vector Security, Inc. announced it has entered into a multi-year partnership with the National Hockey League’s (NHL) Nashville Predators.

TMA members were recognized

by Security Business magazine and SIW.com with a 2024 Security Innovator Award. The awards are the industry’s only 100% peer-nominated program to recognize the innovative contributions made by individuals in TMA Dispatch | Fall 2024

The ESX Innovation Awards ceremony was held during the ESX 2024 Expo in Louisville, Ky.

MEMBERS GIVING BACK Wayne Alarm Systems is hosting a Blood Drive at Boston’s Children’s Hospital on October 17th from 9:00AM-3:00PM.

PEOPLE MAKING NEWS DMP announcing the addition of the following new team members: Justin Lenius has joined DMP as the director of sales, Southeast. He will direct and support the regional sales managers in the Midsouth, Southeast and Florida territories.

Matthew Gallion has also joined DMP as the director of data technology. He will build and lead a team that focuses on tracking and analyzing business intelligence data. The creation of this new role is part of DMP’s leadership

strategy in positioning for growth.

DMP has created the role of executive vice president of corporate strategy to incorporate initiatives Michal Moss Early has been leading the last four years. In this role, Moss Early will drive the company toward growth to ensure DMP remains an industry leader into the future.

Moss Early works with CEO Rick Britton to determine forward-thinking strategies for dealer relationships, customer relationships and people development, then sets objectives and implements timelines for the evolution of related processes.

TMA Compliance Committee Co-Chair Tommy Whisnant, CPI Security has been appointed by the North Caroline Speaker of the House to serve on the Northa Carolina Alarm Systems Licensing Board (NCASLB).

His three-year term began July 1, 2024.

IACP Representative Harlin McEwan received the 2024 J. Rhett McMillian, Jr. Award of Distinction at the 2024 IACP for his years of service to the law enforcement community.

TMA Immediate Past President and Chair, TMA Standards Committee Morgan Hertel, Rapid Response Monitoring authored two recent articles in security industry trade publications.

“Monitoring Matters: Cash May Be King, but Data is Golden in the Security World” appeared July 16th on SecuritySales.com and he explored the benfits of TMA’s ASAP in the same publication on Sept. 16th.

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Johnson Controls CEO George R. Oliver announced he is stepping down as he plans to retire. “It has been a true honor to serve as CEO of Johnson Controls,” said Oliver. “I am proud of the remarkable success we have achieved in recent years to position our company as a pure-play provider of comprehensive solutions for commercial buildings. I am confident that Johnson Controls is solidly positioned for its next chapter, and I look forward to supporting the team to ensure the company achieves its full potential.”

NAPCO Security Technologies, Inc. (NAPCO) introduced two new regional sales managers added to the Napco Fire & Security Division, replacing its two recently promoted Sales Directors, for their former territories in the NY and the Southeast. New hires, Adam Emmett, for NC, SC, GA, and Southern VA, and Elliot Bean for NY, are new to NAPCO, but certainly not to security.

Emmett comes from a security services and communications technologies background and Bean from system sales and distribution channel management.

Each will report to their respective Regional Sales Directors for Fire & Security: David Sperber, for the Southern Region, and Troy Bonanno, in the North.

In other NAPCO additions, welcoming new VP Aaron Black in Sales Management is the newly-promoted Rob Etmans, Director of Sales, succeeding the well-respected icon Scott Schramme, who retired earlier this month. Additionally, Gio Carillo has been appointed as the Napco Access Pro Regional Sales Manager for the Southeast Territory, based in Miami, covering Florida, Kentucky, Tennessee, North & South Carolinas, Georgia, Alabama and Mississippi.

PRODUCTS MAKING NEWS Brinks Home announced early success in its partnership with Cresta, an end-toend generative AI platform for contact centers. Through integrating Cresta tools across its various contact center solutions, Brinks Home is seeing reduced calls driven by reductions in transfers, [32]

92% first-call resolution (FCR) and improved Net Promoter Score (NPS).

simplified administration and improved energy management.

Verkada opened its Command platform to third-party cameras. Also announced, the company has added a range of new additions to its platform, including badge integration with Apple Wallet and a next-generation door reader.

Evolv Technology announced the launch of two new product offerings, which include Evolv eXpedite, an autonomous AI-based weapons detection system for bags, and Evolv Eva, a personal safety app. These new offerings, as well as existing products such as Evolv Express and Evolv Visual Gun Detection, are designed to be integrated layers for detection as part of a unified Evolv Safer Experience System.

NAPCO Security Technologies, Inc. announced the addition of new retrofit and takeover options for its awardwinning Prima 7” Super Self-Contained Panel & Smart System. These latest enhancements include video doorbells, cameras, smoke detectors, smoke/CO detectors, and various sensors, along with the newly introduced wireless and hardwire takeover modules, models PRETROFIT and PHW8RETRO, respectively.

NAPCO Access Pro announced the release of its latest enterprise security management platform, CA4K v1.2. This scalable new platform simplifies

and enhances security, access control, and video through seamless integration with our top-rated wireless access locks

by Alarm Lock, Continental Controllers, and an expanding roster of technology partners specializing in intercoms, biometrics, video, and visitor management.

Johnson Controls launched an update to the company’s Building Automation System (BAS), Metasys, which serves the needs of commercial, industrial and institutional buildings, regardless of industry. The new iteration, Metasys 14.0, improves a commercial building’s performance and sustainability while enhancing occupant comfort, health and safety. It builds on the Metasys platform with new features that offer an improved user experience, enhanced network efficiency, flexibility and security,

Bosch Building Technologies announced it has added Eagle Eye Networks as a global technology partner for cloud video management systems. “The increasing importance of video data for security applications and beyond drives the trend of connecting cameras to the cloud,” said Bosch in a company press release. “Cloud technology offers benefits such as scalability, cost-efficiency, and centralized management. The partnership between Bosch Building Technologies and Eagle Eye Networks aims to provide an intelligent solution that supports businesses to work more efficiently and make the world a safer place.”

DMP announced the release of the TMSentry™. This new control panel represents the latest alarm system technology designed specifically for monitoring automated teller machines (ATMs) and interactive teller machines (ITMs). As banking teller machines become more compact, interior space becomes a premium and the technology to protect them must become more robust.

INDUSTRY NEWS Beginning October 1st, Seattle Police Department will only dispatch officers to calls from monitoring centers that provide supporting evidence such as audio, video, panic alarms or eyewitness evidence that a person is illegally entering or attempting to enter a residence or commercial property. Read full details on the TMA website.

Fall 2024 | TMA Dispatch

CERTIFIED>>

FirstNet Certified Companies TMA is pleased to introduce and recognize the following companies who have become FirstNet certified as of September 1, 2024.  ADT, LLC, Boca Raton, FL  Advance Alarms Inc., Broken Arrow, OK  AFA Protective Systems, Inc., Syosset, NY  Affiliated Monitoring, Union, NJ  Alarms Unlimited, San Diego CA  Allstate Security Industries, Inc., Amarillo, TX  Arco Security Central Station Corp., Miami, FL

 Lydia Security Monitoring dba UCC, San Antonio, TX Midwest Alarm Company, Inc., Sioux Falls, SD

 NAPCO Security Systems, Inc., Amityville, NY  National Monitoring Center (NMC), Lake Forest, CA  Nationwide Security Corporation, Branford, CT

 Bay Alarm Systems, Concord, CA

 Per Mar Security Services, Davenport, IA

 Centra-larm MonitoringManchester, NH

 Pye-Barker Fire & Safety, LLC, Doral, FL

 COPS Monitoring, Williamstown, NJ

 Rapid Response Monitoring, Syracuse, NY

IQ Certified Companies TMA is pleased to introduce and recognize the following companies who have become IQ certified as of September 1, 2024. Advance Alarms, Inc., Broken Arrow, OK Advanced Alarm, Inc., Tonawanda, NY

 Safe Tech USA, Ltd., Melville, NY

Affiliated Monitoring Inc., Union, NJ

 Criticom Monitoring Services, Longwood, FL

 SCN Security Communication Network, Inc., Corona, CA

Allstate Security Industries, Inc., Amarillo, TX

 DGA Security Systems, Inc., New York, NY

 Securitas Technology, Plymouth, MN

Centra-larm MonitoringManchester, NH

 Complete Security Systems, Marlboro, NJ

 Dispatch Center Ltd., San Antonio, TX  DMP, Springfield, MO

 SecurityCentral, Statesville, NC  Security Equipment, Inc., Omaha, NE

 Doyle Security Systems Inc., Rochester, NY

 Sentinel Alarm Company, Stowe, VT

 Electronix Systems Central Station Alarms, Inc., Huntington Station, NY

 Southwest Dispatch Center, Richardson, TX

 Emergency 24, Des Plaines, IL

 Tech Electronics, Inc., St. Louis, MO

 Federal Response Center, Inc., Springfield, MO

 The Fireline Corporation, Baltimore, MD

 First Alarm, Aptos, CA  Force Security Solutions, LLC, Manassas, VA  Hoffman Security, Atwater, CA  Intercom Clock & Signal Services, dba ICS, Riverside, CA

 Sentry Alarm Systems, Monterey, CA

 Triple S Alarm Co., Little Rock, AR  United Security Communications, Inc., Lothian MD  Vector Security, Inc., Warrendale, PA  Vivint Smart Home, Provo, UT  Vyanet Operating Group-Bend, OR

 Intruder Alert Systems of San Antonio, San Antonio, TX

 Washington Alarm, Inc., Seattle, WA

 JCI, Boca Raton, FL

 WH International Response Center, Rockford, MN

 Kansas City CCTV, LLC DBA Kansas City CCTV & Security, Kansas City, MO

 Wayne Alarm Systems, Inc., Lynn, MA

COPS Monitoring, Williamstown, NJ Genesis Security Services, Carolina, PR Guardian Protection Warrendale, PA National Monitoring Center, Lake Forest, CA Rapid Response Monitoring Services, Inc., Syracuse, NY Securityhunter, Inc., Baltimore, MD Solid Security Services, Inc. Buford, GA SSC Services Inc. dba Cen-Signal, Columbus, GA Statewide Monitoring Corporation, Staten Island, NY Wayne Alarm Systems, Inc., Lynn, MA

 Kings III of America, Coppell, TX TMA Dispatch | Fall 2024

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Join us in welcoming our new and returning members to the TMA community! To view a complete list, go to https://tma.us/membership/new-members/.

Our platform is backed by a money-back guarantee on service and licensing costs if expectations are not met—a guarantee that has never been utilized.

Associate

Replicant San Francisco, CA Contact Us www.replicant.com

Robotic Assistance Devices

Contact: Marcus Anderson, Enterprise Account Executive Replicant enables Alarm Monitoring and full-service security companies to automate dealer and customer interactions through Conversational AI. Our superior AI allows for higher net savings without compromising service levels across many common use cases like routine notifications, placing alarms on/off test, managing false alarms, and more.

Designed for enterprise-level volumes and challenges, Replicant instantly scales in response to real-time demand, allowing contact centers to seamlessly absorb unpredictable call spikes and eliminating the need for additional staffing. Contact centers can focus their human agents on more complex interactions and significantly reduce agent attrition. By resolving tier1 customer service requests with Replicant, contact centers can reduce costs by up to 50%.

Ferndale, MI 1-877-78-ROBOT info@radsecurity.com www.radsecurity.com Contact: Mark Folmer, President At Robotic Assistance Devices (RAD), our mission is to transform the security services industries through AI-driven solutions that enhance safety, improve efficiency, lower security costs, and provide peace of mind to our clients.

Our Autonomous Intelligent Response (AIR) system, built on Autonomous Remote Services (ARS), uses customdesigned robotics and advanced AI to empower organizations, enhance highfrequency workflows, deploy technology in previously inaccessible areas, and tackle complex security challenges at lower costs than legacy solutions.

Guided by our values of innovation, integrity, customer focus, collaboration, responsibility, and excellence, we are committed to delivering ethical, customer-centric security solutions and continuously pushing the boundaries to meet modern security challenges.

Consultant

Thalamus Labs Palo Alto, CA info@thalamuslabs.com www.thalamuslabs.com Contact: DC Jayasundera, Management Consultant Thalamus Labs is a team of exMcKinsey tech business builders empowering organizations in the professional monitoring industry to create significant new value using latest technologies (e.g., IoT, advanced analytics, artificial intelligence) For companies with distributed assets and/or mobile service crews, Thalamus Labs has a hands-on, accelerated approach to identifying new sources of revenue and cost savings, piloting and validating value creation, and scaling to capture “deep digital” value (e.g., helped a multi-family service provider with a million distributed devices to transform their business model from a B2B to a B2B2C to create 25% more revenue and optimize service costs).

You get out what you put in.

Make the most of your TMA membership in 2024.

Learn how at www.tma.us/member-resources [34]

Fall 2024 | TMA Dispatch

Listed Monitoring

United Central Station Plainview, NY 1-800-343-2250 www.unitedcs.org Incorporated in 1983, family owned and operated. United Central Station is based in Long Island and is UL listed.

TMA Launches

Member Ambassador Program TMA is excited to announce the launch of a new initiative created by the Membership Committee - introducing the Member Ambassador Program!

The Member Ambassador Program is designed to foster a welcoming and engaging environment for new TMA members.

Volunteer Ambassadors Sought TMA currently seeks members to volunteer to serve in the ambassador role.

By participating in this program, ambassadors will play a crucial role in helping new members integrate into the association, maximize their membership benefits, and develop meaningful professional relationships Our goal is to match new members with those of similar categories; ambassadors are particularly needed from monitoring member companies.

Interested in volunteering? Please contact Illeny Maaza, TMA Director of Membership and Programs at membership@tma.us.

TMA Dispatch | Fall 2024

Founded more than 30 years ago on the North Shore of Long Island, the family owned and operated business is nationally recognized as one of top security providers in the United States.

U.L. listed, New York City approved, licensed and insured, United Central Station is ready to serve the monitoring needs of both Residential and Commercial clients.

Non-Listed Monitoring

NewCBN, LLC dba Protos Security Norcross, GA www.protossecurity.com Technology alone can’t replace the human dynamics of a security program, so we also handle monitoring the activity for you. With Protos, you receive state-of-the-art cloud-based video management technology and experienced remote video guards, all backed by excellent customer service from a dedicated team. Using Remote Video Guarding and Response, we mitigate risk by enhancing situational awareness and showing physical security presence.

By hiring personnel with security experience and training them through real-world monitoring scenarios, we ensure that only highly skilled individuals are entrusted with protecting our clients’ sites. As part of this training, remote guard team members are trained on the unique needs of each client they serve and provided with clear procedures for handling various incident scenarios.

Typically, our reactions include notifying local law enforcement when necessary, alerting onsite security personnel as needed, and providing constant updates to client contacts who would like to be alerted in real time.

Sentracam Tempe, AZ 1-888-226-0007 www.sentracam.com SentraCam is a commercial security and surveillance monitoring company that has been providing security and customer service for over eight years.

During that time, we recognized a gap in traditional business security. While onsite security guards and video recording cameras provide a basic level of security, they have limitations. On-site security guards can’t monitor an entire property at once, and standard security cameras can only show recorded crimes after they happen.

Based on new technology and customer feedback, we developed a better approach to company security.

SentraCam combines electronic detection with live remote monitoring, allowing us to detect and stop criminal behavior in real time. The result is better security coverage for less money. SentraCam offers virtual security guard services throughout the Southwest.

Looking to hire or be hired?

Check out TMA’s on-line Job Board. Members can post open positions and search for free!

Visit https://tma.us/job-board/

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PROGRAMS>>

Congratulate TMA’s 2024 Five Diamond Designees The monitoring centers listed below are designated TMA Five Diamond through April 2025. This designation marks a commitment to the highest industry standards. Visit TMA.us for the most up-to-date listing of certificants.

AFA Protective Systems Syosset, NY www.afap.com Full-Service Monitoring Designated since 1/2014 Audeamus DBA Sebastian CorpKerman, CA www.audeamus.net Full Service Monitoring Designated since 1/2024 a.p.i. Alarm Inc. Denver, CO www.apialarm.com Full Service Monitoring Designated since 01/2023 a.p.i. Alarm Inc. Toronto, ON www.apialarm.com Full Service Monitoring Designated since 01/2023 Acadian Monitoring Services, LLC Lafayette, LA www.acadianmonitoringservices.com Wholesale Monitoring Designated since 01/2005 ADT Knoxville, TN www.adt.com/local/tn/knoxville Full Service Monitoring Designated since 04/2024 ADT by Telus Calgary AB www.telus.com Full-service and Wholesale Designated since 12/2020 ADT by Telus Saint Leonard QC www.telus.com Full Service and Wholesale MonitoringDesignated since 12/2023 New in 2023!

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ADT Commercial LLC (formerly Protection One) Irving, TX www.adt.com Full Service Monitoring Designated since 10/2014 Affiliated Monitoring Union, NJ www.affiliated.com Wholesale Monitoring Designated since 09/2005 Affiliated Monitoring Houston, TX www.affiliated.com Wholesale Monitoring Designated since 05/2022 Alarm Detection Systems, Inc. Aurora, IL www.adsalarm.com Full Service Monitoring Designated since 08/2003 Alarm Detection Systems, Inc. (formerly Safe Systems) Louisville, CO www.adsalarm.com Full Service Monitoring Designated since 08/2004 Alarmco, Inc. Las Vegas, NV www.alarmco.com Full Service Monitoring Designated since 06/2006 Alarme Sentinelle/Sentinel Alarm Montreal, QC www.sentinelalarm.com Full-Service Monitoring – Canada Designated since 12/2010 Alert 360 Tulsa, OK www.alert360.com Full Service Monitoring Designated since 08/2018

Allstate Security Industries, Inc. Amarillo, TX www.allstatesecurity.com Wholesale Monitoring Designated since 08/2023 American Alarm and Communications, Inc. Arlington, MA www.americanalarm.com Full-Service Monitoring Designated since 04/2004 American Electric Power Columbus, OH www.aep.com GSOC Monitoring Designated since 11/2020 Amherst Alarm Inc. Amherst, NY www.amherstalarm.com Full Service Monitoring Designated since 03/2004 AvantGuard Monitoring Centers Cedar City, UT www.agmonitoring.com Wholesale Monitoring Designated since 05/2023 New in 2023!

AvantGuard Monitoring Centers Ogden, UT www.agmonitoring.com Wholesale Monitoring Designated since 01/2007 AvantGuard Monitoring Centers Rexburg, ID www.agmonitoring.com Wholesale Monitoring Designated since 08/2016 Barcom Security, Inc. Swansea, IL www.barcomsecurity.com Full-Service Monitoring Designated since 11/2007 Fall 2024 | TMA Dispatch

Bay Alarm Company Concord, CA www.bayalarm.com Full Service Monitoring Designated since 01/2006

COPS Monitoring Boca Raton, FL www.copsmonitoring.com Wholesale Monitoring Designated since 04/2014

Ellijay Telephone Company Ellijay, GA www.etcbusiness.com Full Service Monitoring Designated since 04/2015

Bell Canada Toronto, ON www.bell.ca/smart-home Full Service Monitoring - Canada Designated since 04/2015

COPS Monitoring Lewisville, TX www.copsmonitoring.com Wholesale Monitoring Designated since 06/2014

ESC Central Birmingham, AL www.esccentral.com Wholesale Monitoring Designated since 12/2023

Bell Canada Winnipeg, MB www.bell.ca/smart-home Full Service Monitoring - Canada Designated since 04/2020

COPS MonitoringWilliamstown, NJ www.copsmonitoring.com Wholesale Monitoring Designated since 05/2014

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

Blackline Safety Calgary, AB www.blacklinesafety.com Full Service Monitoring - Canada Designated since 04/2018

CPI Security Systems Charlotte, NC www.cpisecurity.com Full Service Monitoring Designated since 08/2009

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

Brightspeed Security Systems (formerly CenturyLink Security) Monroe, LA www.brightspeedsecurity.biz Full Service Monitoring Designated since 02/2005

Damar Security Systems Sarnia, ON https://damarsecuritysystems.com/ Full Service Monitoring - Canada Designated since 11/2012

Guardian Alarm Southfield, MI https://guardianalarm.com/ Full-Service Monitoring Designated since 3/2024

Brinks Home™ (formerly Monitronics International) Farmers Branch, TX www.brinkshome.com Wholesale Monitoring Designated since 02/2005 Centra-Larm Monitoring Inc. Manchester, NH www.centra-larm.com Wholesale Monitoring Designated since 06/2009 Clearview Securities, Inc. Knoxville, TN www.clearviewtn.com Full Service Monitoring Designated since 05/2023 Cooperative Response Center, Inc. (CRC) Austin, MN www.crc.coop Wholesale Monitoring Designated since 03/2011

TMA Dispatch | Fall 2024

DGA Security Systems, Inc. New York, NY www.DGA.com Full Service Monitoring Designated since 02/2005 DMC Security Services Inc., Midlothian IL www.dmcsecurity.com Full-Service Monitoring Designated since 9/2005 Dynamark Monitoring, Inc. Hagerstown, MD www.dynamarkmonitoring.com Wholesale Monitoring Designated since 02/2012 Electronix Systems Central Station Alarms, Inc. Huntington Station, NY www.electronixsystems.com Full Service Monitoring Designated since 06/2005

Guardian Protection Services Inc. Butler, PA www.guardianprotection.com Full-Service Monitoring Designated since 06/2020 Guardian Protection Services Inc. Warrendale, PA www.guardianprotection.com Full-Service Monitoring Designated since 09/2006 Gillmore Security Systems Inc. Cleveland, OH www.gillmoresecurity.com Full Service Monitoring Designated since 01/2009 GM Security Technologies San Juan, PR www.gmsectec.com Wholesale Monitoring Designated since 10/2011

[37]

Holmes Security Systems Fayetteville, NC www.holmeselectricsecurity.com Full Service Monitoring Designated since 12/2017

Metrodial Corporation, Inc. Hicksville, NY www.metrodial.com Full Service Monitoring Designated since 11/2004

Huronia Alarm & Fire Security, Inc. Midland, ON www.huroniaalarms.com Full Service Monitoring - Canada Designated since 06/2013

Mutual Security Services New York, NY www.mutualstatland.com Full-Service Monitoring New York, NY Designated since 04/2007

Interface Systems Earth City, MO www.interfacesystems.com Full Service Monitoring Designated since 08/2004 Interface Systems Plano, TX www.interfacesystems.com Full Service Monitoring Designated since 11/2012 iWatch Communications Beaverton, OR www.iwatchcomm.com Full Service Monitoring Designated since 01/2008 Kastle Systems Falls Church, VA www.kastle.com Full-Service Monitoring Designated since 06/2014 Kroger Central Alarm Control Portland, OR www.kroger.com GSOC New in 2023!

Life Alert Emergency Response, Inc. Encino, CA www.lifealert.com Full-Service Monitoring Designated since 11/2014 Life Safety Monitoring, LLC Munhall, PA www.mylifesafetymonitoring.com Wholesale Monitoring Designated since 01/2018

[38]

National Monitoring Center Irving, TX www.nmccentral.com Wholesale Monitoring Designated since 06/2016 National Monitoring Center Lake Forest, CA www.nmccentral.com Wholesale Monitoring Designated since 06/2016 Nationwide Central Station Monitoring Corp.

Freeport, NY www.nationwidedigital.com Full Service Monitoring Designated since 04/2007 NextEra Energy, Inc. Juno Beach, FL www.nexteraenergy.com GSOC Monitoring Designated since 12/2022

Paladian Victoria, BC Full Service and Wholesale Monitoring Designated since 6/2016 Peak Alarm Company, Inc. Salt Lake City, UT www.peakalarm.com Full-Service Monitoring Designated since 02/2006 Per Mar Security Services Davenport, IA www.permarsecurity.com Full Service Monitoring Designated since 06/2005 Pro-Vigil San Antonio, TX www.pro-vigil.com Full Service Monitoring Designated since 01/2024 Quick Response Cleveland, OH www.quickresponse.net Wholesale Monitoring Designated since 10/2005 Retail Business Services (MD) (formerly Ahold USA) Columbia, MD www.aholddelhaize.com Proprietary Monitoring Designated since 02/2012

Northern911 Sudbury, ON www.northern911.com Full-Service Monitoring – Canada Designated since 05/2014

SecurTek Monitoring Solutions, Inc. Winnipeg, MB www.securtek.com Full-Service Monitoring – Canada Designated since 05/2022

Northwest Alarm MonitoringSeattle Washington www.nwalarm.com Wholesale Monitoring Designated since 8/2024

SecurTek Monitoring Solutions, Inc. Yorkton, SK www.securtek.com Full-Service Monitoring – Canada Designated since 05/2010

Operational Intelligence Center Indianapolis, IN Full Service Monitoring Designated since 01/2020

Securitas Electronic Security, Inc. Honolulu, HI www.securitases.com Full Service Monitoring Designated since 12/2003

Fall 2024 | TMA Dispatch

Securitas Electronic Security, Inc. (formerly known as FE Moran Security Solutions, LLC) Champaign, IL www.securitases.com Full Service Monitoring Designated since 12/2006 Securitas Electronic Security, Inc. Charlotte, NC www.securitases.com Full Service Monitoring Designated since 03/2022 Securitas Electronic Security, Inc. (formerly known as Supreme Security Systems, Inc.) Union, NJ www.securitases.com Full Service Monitoring Designated since 12/2004 Returning in 2023!

Securitas Electronic Security, Inc. Uniontown, OH www.securitases.com Full Service Monitoring Designated since 11/2003 Security Alarm Corporation Port Charlotte, FL www.securityalarmcorp.com Full Service Monitoring Designated since 06/2012 Security Equipment, Inc. (SEI) Omaha, NE www.sei-security.com Full Service Monitoring Designated since 07/2004 Siemens Industry, Inc. Irving, TX www.siemens.com Full Service Monitoring Designated since 03/2004 Sonitrol Great LakesGrand Blanc, MI www.sonitrolverified.com Full Service Monitoring Designated since 02/2022 Statewide Central Station Tampa, FL www.statewidecs.com Wholesale Monitoring Designated since 5/2023 TMA Dispatch | Fall 2024

Statewide Central Station Staten Island, NY Statewidecs.com Wholesale Monitoring Designated Since 2/2011

United Central Control San Antonio, TX www.teamucc.com Wholesale Monitoring Designated since 08/2004

Superior Central Station, Inc. McAllen, TX www.superiorcentral.com Full Service Monitoring Designated since 06/2007

Universal Atlantic Systems (UAS) Paoli, PA www.uas.com Full Service Monitoring Designated since 04/2004

Tech Systems Inc. Buford, GA www.techsystemsinc.com Wholesale Monitoring Designated since 12/2019

Valley Security and Alarm Fresno, CA www.valleysecurityandalarm.com Full Service Monitoring Designated since 10/2017

Telsco Security Systems Edmonton, AB www.telsco.com Full Service Monitoring - CA Designated since 02/2016

Vancouver Fire & Security Richmond, BC www.radiussecurity.ca Wholesale Monitoring - Canada Designated since 07/2012

The Church of Jesus Christ of Latter-day Saints Salt Lake City http://churchofjesuschrist.org GSOC Monitoring Designated since 05/2012

Vector (East) Plymouth Meeting, PA www.vectorsecurity.com Full Service Monitoring Designated since 08/2003

The Las Colinas Association Irving, TX www.lascolinas.org GSOC Monitoring Designated since 11/2021 The Watchlight Corporation El Cajon, CA www.watchlight.com Full Service Monitoring Designated since 03/2014 Titan Protection Overland Park, KS www.tpcsecurity.com Full Service & Wholesale Monitoring Designated since 10/2022 U.S. Monitoring, Inc. Oklahoma City, OK www.usm-ok.com Wholesale Monitoring Designated since 08/2018

Vector (West) Warrendale, PA www.vectorsecurity.com Full Service Monitoring Designated since 08/2003 Vigilante Security, Inc. Troy, MI www.vigilantesecurity.com Full Service Monitoring Designated since 05/2016 Vivint Inc. - MN Eagan, MN www.vivint.com Full Service Monitoring Designated since 03/2014 Vivint Inc. - UT Provo, UT www.vivint.com Full Service Monitoring Designated since 03/2014

[39]

Vyanet Operating Group, Inc. Bend, OR www.vyanet.com Full Service Monitoring Designated since 12/2014 Wayne Alarm Systems, Inc. Lynn, MA www.waynealarm.com Full Service Monitoring Designated since 11/2003 Wegmans Food Markets, Inc. Rochester, NY www.wegmans.com GSOC Monitoring Designated since 04/2008 WH International Response Center Rockford, MN www.whirc.com Wholesale Monitoring Designated since 12/2004

TMA DISPATCH, FALL 2024 ADVERTISERS INDEX  Alarm.com, page 2  Altronix, page 5  CIA, page 40  The NEW DICE, page 8  NAPCO, page 45  PureTech Systems, page 12 Email communications@tma. us for information on TMA advertising. Options are available for e ver y budget.

Sponsorships are available for our 2024 e vents.

Contact Keely Anderson at kanderson@tma.us.

CEO continued from page 6

Gutmann recommends that the next time we need to judge or reward a leader or identify what has actually led our team or organization to success, we look below the surface or in the quieter corners of our team and resist the temptation to be dazzled by tales of adventure and “derring-do.”

Because, at the end of the day, who would you rather have as a leader, an Amundsen or a Shackleton? https://www.ted.com/talks/martin_gutmann_ are_we_celebrating_the_wrong_leaders/transcript?subtitle=en

1

2

2022 TMA Fall Dispatch

3

Guttman, Ibid.

See “The Myth of the Brilliant, Charismatic Leader,” Raffaella Sadun, Harvard Business Review, https://hbr.org/2022/11/the-myth-of-thebrilliant-charismatic-leader

4

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Fall 2024 | TMA Dispatch

GRADUATES>>

Monitoring Center Operator Level 1 Training Graduates

USA and international graduates completed May 1, 2024 to July 31, 2024

Graduates highlighted in blue achieved 100% on their exam.

Name Company Suleiman Ahmed Allied Universal Technology Services Singette Alexander ADT Security Services Batula Ali Interface Systems Annie Alvarado UBC Campus Security (CA) Jennifer Amie National Monitoring Center Jennifer Andreu-Sims Alarmco Jayson Arce COPS Monitoring-TX April Bailey ADT Security Services Lori Bajornes Securitas Technology Jackson Banner Alarm Detection Systems Bethany Bate-Koteles Fire Monitoring of Canada, Inc. (CA) Jennifer Beckman Dispatch Center, LTD Kimberly Bedford Interface Systems, LLC Susan Bednar Cops Monitoring % Lydia Security Savion Billups SimpliSafe Inc. Veronica Blount SimpliSafe Inc. Makayla Bogan COPS Monitoring-TX Michael Borba Bay Alarm Ainsley Bowen Tech Systems Inc Pam Brewer ADT Security Services Tyler Brown Alert 360 Timeshia Brown SimpliSafe Inc. Aaron Bullock Clearview Securities, Inc. Emily Burch Pro-Vigil, Inc. Vernell Burton Tech Systems Inc Neil Butler Alert 360 Lakesha Campbell Interface Systems, LLC Sharon Cardona Nationwide Digital Monitoring Co. Joshua Case AZ Security Control Katie Chandler Securitas Technology Elizabeth Charbonneau Paladin Technologies, Inc. (CA) Arin Cleland ESC Central Mireille Clement Paladin Technologies, Inc. (CA) Quiyam Collier SimpliSafe Inc. Christopher Colvin SimpliSafe Inc. Regan Corby ADT Security Services Lashon Cosby ADT Security Services Derrick Craig National Monitoring Center Rashaad Cross COPS Monitoring Austin Curtis AZ Security Control Dax D’Amore ADT Security Services Princess Davis Nationwide Digital Monitoring Co. Sonya Davis SimpliSafe Inc. Tiara Davis Tech Systems Inc Evelyn Depaz ADT Security Services Joseph Diaz Interface Systems Matt Dietz Quick Response Monitoring Maria Dixon Nationwide Digital Monitoring Co. Susan Dorton Vigilante Security Inc Fernando Doyle Statewide Central Station Imani Eddins Metrodial Corporation Jordinn Edwards Alert 360 Angela Edwards Vigilante Security Inc Julia Elder ADT Security Services Yasmine Elsabie Interface Systems Stephany Esquivel Alarm Detection Systems Trenton Flippin Allied Universal Technology Services Roger Flores Nationwide Digital Monitoring Co. Veronica Foster Interface Systems Jermaine Gaines SimpliSafe Inc. Melissa Garcia COPS Monitoring-TX Amonte Gardner National Monitoring Center James Garvin Brinks Home Security

TMA Dispatch | Fall 2024

Graduated 5/13/2024 5/1/2024 6/17/2024 5/8/2024 6/26/2024 7/8/2024 6/2/2024 5/8/2024 5/5/2024 7/6/202 6/30/2024 7/5/2024 5/12/2024 5/27/2024 5/17/2024 5/17/2024 5/2/2024 5/13/2024 7/17/2024 5/2/2024 5/26/2024 5/17/2024 6/13/2024 6/5/2024 5/2/2024 5/1/2024 6/10/2024 5/23/2024 5/16/2024 5/6/2024 5/2/2024 7/16/2024 7/29/2024 7/30/2024 5/7/2024 5/4/2024 5/14/2024 7/9/2024 5/4/2024 6/7/2024 5/2/2024 5/24/2024 5/7/2024 5/8/2024 5/9/2024 7/9/2024 6/13/2024 5/28/2024 7/9/2024 6/19/2024 7/31/2024 6/6/2024 7/13/2024 5/3/2024 5/8/2024 5/24/2024 5/29/2024 7/21/2024 5/29/2024 5/17/2024 5/20/2024 5/15/2024 5/31/2024

Name Company Graduated John Gasch ADT Security Services 5/3/2024 Laura Gavin Vigilante Security Inc 7/9/2024 Joel Going UBC Campus Security (CA) 6/20/2024 Rita Gollihur Interface Systems, LLC 5/24/2024 Rene Gomez Alarm Detection Systems 7/4/2024 Isabelle Gonzalez Cops Monitoring % Lydia Security 5/9/2024 Rafael Gonzalez COPS Monitoring-TX 5/9/2024 Jennifer Grimes Allied Universal Technology Services 5/12/2024 Javier Guerra Kroger Central Alarm Control 6/10/2024 Mary Guidry Acadian 6/6/2024 Crystal Guzman AZ Security Control 5/1/2024 Mattie Hales Avantguard Monitoring Centers 5/7/2024 Harpreet Hans SecurTek (CA) 5/6/2024 Quajaya Hargrove Vigilante Security Inc 7/22/2024 Shelby Hartman COPS Monitoring-TX 5/16/2024 Deborah Hatmaker ADT Security Services 5/8/2024 Ashton Hellewell Avantguard Monitoring Centers 6/7/2024 Henssy Henriquez ADT Security Services 5/13/2024 Zach Hepburn Alarm Detection Systems 7/8/2024 Jon Hernandez COPS Monitoring-TX 5/1/2024 Shadarrian Hollins ADT Security Services 5/8/2024 Shante Holmes Alarmco 5/22/2024 Carolyn Hooper Vigilante Security Inc 7/22/2024 Jescynda Hotham Maximum Security Video Monitoring (CA) 7/22/2024 Jackie Howard Vigilante Security Inc 7/17/2024 Rezjuana Hunt-Scantlebury Tech Systems Inc 5/8/2024 Spencer Huntsman Avantguard Monitoring Centers 5/30/2024 Christopher Ibbotson Cops Monitoring % Lydia Security 5/15/2024 Jamie Irons Security Central 6/28/2024 Ernest Jackson Allied Universal Technology Services 5/8/2024 Kiara Jackson ESC Central 6/6/2024 Tammara Jackson Interface Systems, LLC 6/2/2024 Tanya Jackson Securitas Technology 5/26/2024 Jiwana Jackson Tech Systems Inc 6/5/2024 La’Naria James Security Central 5/12/2024 Daniel Jensen Pro-Vigil, Inc. 6/9/2024 Chimira Jesse Allied Universal Technology Services 5/11/2024 Stefan Johnson ADT Security Services 5/14/2024 Kendra Johnson National Monitoring Center 6/26/2024 Dustin Johnson Pro-Vigil, Inc. 6/6/2024 Justin Johnson SimpliSafe Inc. 5/7/2024 Theodore R Jones ADT Security Services 5/4/2024 Scott Kaiser Nationwide Digital Monitoring Co. 7/24/2024 Frank Keldsen First Alarm 6/25/2024 Amaria Kemp ADT Security Services 5/13/2024 Chad Kimble Pro-Vigil, Inc. 6/10/2024 Mya King Federal Response Center 6/3/2024 Kathryn Kinkade Alert 360 6/5/2024 Jake Kozlowski Engineered Protection Systems, Inc. 7/20/2024 Nathan Krupp Allied Universal Technology Services 5/13/2024 Franklin Kulp Securitas Technology 5/8/2024 Minn Kyaw Costco 6/12/2024 Natalie Lacombe Paladin Technologies, Inc. (CA) 7/29/2024 Demetrius Lacy National Monitoring Center 6/26/2024 Devin Lambeth Code 4 Monitoring 6/7/2024 Dominic Lanzillo Paladin Technologies, Inc. (CA) 6/27/2024 Suzanne Lapointe Paladin Technologies, Inc. (CA) 5/3/2024 Jeffery Lasher Paladin Technologies, Inc. (CA) 6/21/2024 Cynthia Leonard Brinks Home Security 5/31/2024 Westin Lewis Interface Systems 7/7/2024 Carla Lewis-Keith Tech Systems Inc 7/25/2024 Matthew Leyba Allied Universal Technology Services 7/11/2024

[41]

Name Company Graduated Shateria Lindsey Allied Universal Technology Services 6/4/2024 Andrew Lindwall Allied Universal Technology Services 6/18/2024 Shivay Lockett ADT Security Services 5/9/2024 Angela Logan SimpliSafe Inc. 5/7/2024 Jennifer Lopez Allied Universal Technology Services 6/18/2024 Paola Lopez Operational Intelligence Center 5/10/2024 Tracy Lowry Vigilante Security Inc 7/15/2024 Matthew Majocka Guardian Protection Services Inc 6/12/2024 Tani Malone COPS Monitoring-TX 5/30/2024 Shannon Mann Brightspeed Security Systems 6/19/2024 Minyang Matthews ADT Security Services 5/1/2024 Kevin Matthews Vigilante Security Inc 7/15/2024 Braelin Mayberry COPS Monitoring-TX 5/6/2024 Vanessa Mcdaniel iWatch Communications 7/6/2024 Alayna Mcmullin Avantguard Monitoring Centers 5/7/2024 Staci Medley Interface Systems 5/5/2024 Jose Mejia Nationwide Digital Monitoring Co. 7/27/2024 Guillermo Mendoza Sony 5/15/2024 Kristi Miles Acadian 5/9/2024 Valerie Mina ADT Security Services 5/1/2024 Alexandria Mitchell Paladin Technologies, Inc. (CA) 7/5/2024 Sierra Moore Interface Systems 5/2/2024 Teresa Morales Federal Response Center 7/8/2024 Diamond Moses ESC Central 7/29/2024 William Munday Vigilante Security Inc 7/15/2024 Daniel Mwamba Blackline Safety Corp (CA) 5/4/2024 Kadar Myatt-Knox Cops Monitoring % Lydia Security 5/31/2024 Priscilla Narine Innovative Security Technologies Ltd 5/30/2024 Rigobert Neng Paladin Security Group (CA) 7/30/2024 Megan Newbold Avantguard Monitoring Centers 5/30/2024 Benny Nichols National Monitoring Center 6/26/2024 Margery Nolasco Mutual Central Alarm Services Inc 5/31/2024 Hailey Nunez Superior Central Station Inc. 7/17/2024 Jose Ocampo Pro-Vigil, Inc. 6/6/2024 Alneesa Olmo SimpliSafe Inc. 5/7/2024 Frederick Oppong SecurTek (CA) 7/10/2024 Helen Osorio Nationwide Digital Monitoring Co. 7/24/2024 Oakley Overdiek Avantguard Monitoring Centers 5/2/2024 Molly Oyler Avantguard Monitoring Centers 5/8/2024 Branson Pearce Avantguard Monitoring Centers 5/28/2024 hane Pease Wegmans Asset Protection 7/19/2024 Alexus Pellum Washington Alarm 5/2/2024 Gershom Pierrelus SMART Security Pros, LLC dba Mobile Video Guard 6/11/2024 Kenneth Plummer Interface Systems 6/20/2024 Lauren Porter BHIP Vigilante LLC 7/22/2024 Krista Przybyszewski Huronia Alarm & Fire Security, Inc. (CA) 6/4/2024 Lee Pulsipher Avantguard Monitoring Centers 5/29/2024 Claudia Quijano Paladin Security Group (CA) 7/24/2024 Hector Quinones COPS Monitoring-TX 5/25/2024 Delaney Ramirez Avantguard Monitoring Centers 5/2/2024 Blu Ray Mutual Central Alarm Services Inc 5/30/2024 Heather Reuber Vigilante Security Inc 7/14/2024 Colin Rice SimpliSafe Inc. 5/8/2024 Laela Richardson SecurTek (CA) 7/17/2024 Eric Richie SimpliSafe Inc. 7/22/2024 Tiffany Ricker ADT Security Services 5/3/2024 Deniesha Riggins ADT Security Services 5/3/2024 Michael Riley Vigilante Security Inc 6/19/2024 Zaelan Rios Nationwide Digital Monitoring Co. 6/20/2024

Never stop learning... and growing!

[42]

Richard Roberts Vigilante Security Inc Shawnacy Rodriguez ADT Security Services Jorge Rodriguez Alarm Detection Systems Mika Rogers Siemens Industry, Inc. Joseph Roland Allied Universal Technology Services Alfredo Rosales Junior Interface Systems Joel Ruhl ADT Security Services Jesus Salazardeleon Interface Systems Connor Sammond Tech Systems Inc Tiesha Samuda SMART Security Pros, LLC dba Mobile Video Guard Name Company Tania Correa Sanchez Superior Central Station Inc. Alayna Schumann Allied Universal Technology Services Elsie Schut Avantguard Monitoring Centers Heather Schwenck Vigilante Security Inc Lauronda Scott Vigilante Security Inc Corey Scott Vigilante Security Inc Josiah Sellers ADT Security Services Rodney Settles Wawa Inc. Floyd Sharpe ADT Security Services Zach Shattuck Kroger Central Alarm Control Clara Shelton Avantguard Monitoring Centers Harley Shorman Alarm Detection Systems Craig Slowinski Guardian Alarm Company Taylor Smith Interface Systems Paige Smythe ADT Security Services Nichole Standford Alert 360 Gabriel Starks COPS Monitoring-TX Anterika Starks National Monitoring Center Byron Stevens Washington Alarm Sean Stigler Operational Intelligence Center Lorrie Suber Vigilante Security Inc Bri-Ann Szelestey Alarmco Kevyn Tabares Tech Systems Inc Leena Taylor COPS Monitoring-TX James Taylor National Monitoring Center Josten Taylor Pro-Vigil, Inc. Tiffany Thomas Interface Systems Jeremiah Thomas SMART Security Pros, LLC dba Mobile Video Guard John Thompson Pro-Vigil, Inc. Toby Torres Dispatch Center, LTD An-Son Tran Costco Evynn Treseder Avantguard Monitoring Centers Brian Trowbridge Engineered Protection Systems, Inc. Andria Turner ADT Security Services Melissa Vazquez Kroger Central Alarm Control Brenda Vianna Costco Rhett Walker Alert 360 Jarrett Walker COPS Monitoring-TX Samantha Walker Sonitrol Great Lakes Ladarien Warren Interface Systems Katie Washington Kroger Central Alarm Control Sierra Watson Vigilante Security Inc Porsha Williams ADT Security Services Lisa Williams Clearview Securities, Inc. Sintoria Woods National Monitoring Center Danelle Young Bay Alarm Courtney Young Operational Intelligence Center Cecelia Young Vigilante Security Inc

7/17/2024 5/3/2024 5/9/2024 5/12/2024 5/12/2024 5/4/2024 5/1/2024 7/18/2024 5/9/2024 6/10/2024 Graduate 7/18/2024 5/9/2024 5/28/2024 7/18/2024 7/15/2024 7/17/2024 5/1/2024 7/12/2024 5/1/2024 7/20/2024 5/2/2024 7/9/2024 7/9/2024 6/6/2024 5/5/2024 5/1/2024 5/29/2024 6/26/2024 7/25/2024 7/18/2024 7/18/2024 7/26/2024 5/14/2024 5/2/2024 6/26/2024 6/6/2024 5/12/2024 6/11/2024 6/5/2024 6/5/2024 6/7/2024 5/28/2024 7/21/2024 5/4/2024 7/20/2024 5/7/2024 5/1/2024 5/27/2024 5/26/2024 5/29/2024 6/5/2024 7/23/2024 5/1/2024 6/2/2024 5/15/2024 7/15/2024 7/28/2024 7/14/2024

Go to TMATraining.org to preview TMA’s extensive catalog of on-line training. While we’re best known for our on-line Operator Levels 1 & 2, we offer a whole lot more!

Fall 2024 | TMA Dispatch

Operator Level 2 Training Graduates Name Gabriela Arellanes Mahalia Bernard Sean Booker-Allen Seaborne Darrick Rayonna Dixon

Company Alarm Detection Systems Innovative Security Technologies Ltd Tech Systems Inc Tech systems inc SMART Security Pros, LLC dba Mobile Video Guard Paul Dorsey SMART Security Pros, LLC dba Mobile Video Guard Shereece Duncan Innovative Security Technologies Ltd Pharroh Gaines Per Mar Security Services Riley Hall Alarm Detection Systems Isaiah Hammond Tech Systems Inc Luong Ho Hoai Thanh Sorian Technology Corporation (VN) Dawn Hupp Alarm Detection Systems Kristi Jennings ESC Central Paola Lopez Operational Intelligence Center Matthew Majocka Guardian Protection Services Inc

Graduated 7/5/2024 5/31/2024 7/23/2024 7/9/2024 7/18/2024 6/19/2024 5/7/2024 5/18/2024 7/9/2024 7/13/2024 7/28/2024 6/30/2024 6/24/2024 6/14/2024 6/13/2024

Name Samantha Molinas Brandon Niles Stephanie Pierre Cassandra Priestley Peter Ramirez Christian Ramsey Zack Reasor Harrison Riggs Michael Riley Quanisha Smith Sean Stigler Laura Thiel-Dillon Tammy Thompson Danielle Wesemann Tiffany Williams Matthew Wilson

Company Alarm Detection Systems Acadian Innovative Security Technologies Ltd SecurTek (CA) Bay Alarm Per Mar Security Services Tech systems inc Sonitrol Great Lakes Vigilante Security Inc Alarmco Operational Intelligence Center Vector Security WEST Watchlight SecurTek (CA) Per Mar Security Services City of Toronto (CA)

Graduated 7/8/2024 5/2/2024 5/30/2024 5/10/2024 5/12/2024 5/22/2024 7/21/2024 7/19/2024 6/20/2024 6/4/2024 7/26/2024 5/31/2024 5/1/2024 5/7/2024 7/24/2024 6/17/2024

OPSTech continued from page 27

Take-Aways: 1. Insights into critical design elements and features that enhance GSOC functionality.

2. Lessons learned from real-world GSOC implementations, including what to avoid.

3. Practical advice on prioritizing features and design choices for optimal GSOC performance.

THE MONITORING ASSOCIATION

OPSTECH24

NOV. 10-13 | CHARLOTTE, NC

Thank You to Our Sponsors GOLD

SILVER Interested in speaking at a TMA meeting?

Speaking is a great way to give back to your professional community, build leadership skills, and expand your resume.

Consider sharing your knowledge and experience in 2025!

Email education@tma.us to learn more about upcoming speaking opportunities.

TMA Dispatch | Fall 2024

BRONZE

Our gratitude to our genorous host:

Interested in sponsoring TMA’s 2024 OPSTech? Contact TMA Director of Meetings Keely Anderson at meetings@tma.us or by calling (703) 660-4917.

[43]

ASAP-TO-PSAP>>

TMA’s ASAP-to-PSAP Reaches 147 as of 9/20/2024 ASAP saves time, improves accuracy, and increases efficiency between PSAPs and Monitoring Centers. Learn more on TMA’s website.

Alabama Montgomery Morgan County Talladega County

Indiana City of Glenview Hendricks County IndyMarion County

Arkansas Little Rock

Kentucky Kenton County Owensboro-Daviess

Arizona Chandler Paradise Valley Phoenix Tempe Tucson California City of Riverside Colorado City & County of Denver El Paso County Jefferson County Florida Boca Raton Bradenton Broward County Buncombe County Charlotte County Collier County Manatee County Orange County Palm Beach County Pasco City Riviera Beach Sarasota County West Palm Beach Volusia County Georgia Alpharetta Atlanta Augusta/Richmond Chatham County Dekalb County Henry County Illinois City of Lawrence Glenview [44]

Maryland Baltimore City Prince George’s County Queen Anne County Minnesota Anoka County City of Bloomington Dakota County Minneapolis Ramsey County Rice and Steele County Missouri Boone County North Carolina Cary, Apex and Morrisville Durham Fayetteville/ Cumberland County Guilford County High Point Iredell County Johnston County Kernersville New Hanover County Raleigh – Wake County Union County Wilson County New York Broome County Cayuga County Gennessee County Jefferson County Lewis County Monroe County Oneida County

New York, con’t Onondaga County Ontario County Oswega County Seneca County Suffolk County Ohio Cincinnati Delaware County Dublin Hamilton County Licking County Westerville Oregon Deschutes County Pennsylvania Bucks County Chester County Crawford County Cumberland County Dauphin County Elk County Monroeville Tennessee Bradley County Brentwood Hamilton County Memphis Murfreesboro Nashville Williamson County Texas Allen Beaumont Bell County Burleson Denton County Fort Worth Galveston County Grand Prairie Harris County Highland Park Irving Houston Missouri City Plano

Texas, con’t Rockwall Williamson County Virginia Arlington County Chesapeake Chesterfield County City of Richmond Colonial Heights Fairfax County Hanover County HarrisonburgRockingham Henrico County James City County Leesburg Loudoun County Martinsville-Henry County VA Mecklenburg County New River Valley Newport News Portsmouth Powhatan County Prince William County Roanoke Virginia Beach York County Wisconsin Brown County Dane County Kenosha County Washington City of Seattle Clark County King County Kitsap County Snohomish County Tacoma Pierce County Thurston County Valley Comm, Kent, WA Washington DC

Fall 2024 | TMA Dispatch

Now $11995 & $ 95 9 /mo

Life is hard, Napco StarLink makes it easy.

2024

Only One Needed on the Truck Dual Sim FACP Communicator, Verizon + AT&T Works All 3 Ways All in One. UL 864 Listed

1. SOLE PATH

Cell Only, Verizon + AT&T auto-selected for optimum Signal/QoS onsite, Red (V) or Blue (A) network indicators

3. SUPER DUAL™

2. DUAL PATH

Cell Verizon/AT&T + IP, Traditional Dual Path for AHJ Regional Requirements

SUPER

DUAL

No IP

Supervised Dual Cell-Only, Verizon/AT&T – UL864 Listed for Fastest Dual Path – No IP Needed- No IT/Firewall Issues.

A Napco Only Industry Exclusive

• Max Fire RMR for You & Less OPEX for Them on ALL FACUs 12V/24V, using 5G Cellular Fire Alarm Reporting vs. POTs

• Super Dual™ – No IP/IT; No Wires/Ethernet. Simply the best, fastest Dual Cell-Only Dual Path Communications, UL864 - Faster Fire Inspections

• One High-Performance Model to Stock on Your Truck for Commercial Fire Communications, to suit all AHJs, codes & systems.

• Faster, Simpler to Install, When Techs are Scarce; No panel reprogramming, Quick-Connect FACU Modular Jacks, No additional power supply

• Intelligent Auto Cell Network-Select for Max Signal Strength & Easy Color ID Cell Indicators

• No Hidden Extra Costs: Self-Supervised, 4 EOLR inputs & 2 Form C-Outputs; + 2 High-Performance Antennas Included + Instant Rebate

ALL SIGNALS, ALWAYS IN THE US UL 864 | SOC 2

www.StarLinkFire.com | 1.800.645.9445 | salesinfo@napcosecurity.com

StarLink , StarLink Fire, Super Dual are trademarks of NAPCO Security Technologies, Inc. Other marks remain intellectual property of respective cos.

Sugg. Dealer pricing quoted in USD; Svc plans from $9.95 vary.