TMA releases updated Operator Online Level 2 training program

May 21, 2020
Six new modules deliver advanced operator skills in areas of leadership, conflict resolution, advanced call handling, industry standards, telecommunications and enhanced technology, and cybersecurity
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May 19, 2020, McLean, Va. – The Monitoring Association [TMA] is pleased to announce its newly updated Operator Online Level 2 training program is now available for purchase. The new course builds upon TMA’s popular Operator Online Level 1 training program by offering six, advanced modules that support skills and standards of professionalism needed to be an effective contributor in the monitoring center. The course is highly relatable and challenges operators to expand their knowledge through a focus on critical-thinking exercises associated with team-building, conflict resolution and more impactful customer care.

The content continues to support TMA’s Operator Code of Excellence that features professional behavior and commitment to the professional monitoring industry, where life-safety and protection of property and business processes are paramount. Through an introduction to Leadership, operators will experience a new skillset that reinforces accountability through better communication and personal responsibility.

"With the new normal of working remote and distance learning, the TMA’s Operator Online Level 2 training program offers a fresh perspective on monitoring, leadership, and the evolution of technology in the life safety industry,” stated TMA Education Committee Co-Chair John Brady, TRG Associates. “Subject matter experts and experienced monitoring center practitioners collaborated on content to provide the most relevant knowledge and skills for monitoring center staff today."

TMA Education Co-Chair Brandon Niles, Acadian Monitoring Services, LLC, added, “This course is the perfect companion to the TMA Operator Online Level 1 course. It adds layers of training that help ensure that all alarm operators are well rounded with a comprehensive knowledge-base of the alarm industry and alarm handling process. Because cybersecurity is even more important as we work from home, every person in the monitoring center will benefit from this actionable training.”

There are six new modules in the course:

Module 1: Leadership Skills in the Monitoring Center

Module 2: Strategies for Advanced Call Handling in the Monitoring Center

Module 3: Conflict Resolution Using Effective Team Communications

Module 4: Industry Standards: The Fundamental Building Blocks of Professional Monitoring

Module 5: Telecommunications and Enhanced Technology; and

Module 6: Cybersecurity in the Monitoring Center

Industry participation in course development is a hallmark of the TMA education program. Numerous subject-matter experts have vetted the content for this course update. Our members represent the best-of-the best in professional monitoring. TMA offer its gratitude to the following companies who contributed to the development of the new Operator Online Level 2: Acadian Monitoring; ADT; American Alarm & Communications, Inc.; Bay Alarm; Cen-Signal; Calipsa, Limited; COPS Monitoring; CPI Security Services; Davantis; DMP; FM Approvals; Guardian Alarm Systems; Guardian Protection (PA); Hauhn & Associates; Intertek; LRD Consulting; L.T. Fiore, Inc.; Laurie Mitchell; OneTel; Radius Security; Rapid Response Monitoring Services; Safe Systems, Security Partners; Security Sales and Integration magazine; SightLogix; Stanley Security Solutions; The Protection Bureau; TRG Associates; UL, LLC; Vivint, Inc.; and Vector Security.

To access the course, visit or contact [email protected].