TMA NextGen: Meet Your Mentor Series – Pam Petrow

A conversation with Pam Petrow, hosted by TMA NextGen Co-Chairs Ryan Brady, TRG Associates and Jessica Lambert, General Monitoring Services on May 4, 2021.

Brought to you by TMA’s NextGen, we are pleased to introduce an exciting virtual meeting series – Meet Your Mentor. Each broadcast will welcome a respected TMA leader in an informal, interview-style format that invites attendees to ask questions and share comments.

With this series The Monitoring Association has created a platform for some of its most influential and successful members to share their personal journeys. In doing so we hope to guide and shape the next generation of leaders and through their invaluable insight.

Go Beyond You

“I was always given every opportunity to succeed…and to fail,” remarked Pam Petrow, president, Vector Security and former TMA President. For Petrow, who began working for Vector Security 39 years ago right out of college, the value of mentorship is not lost. “Many individuals have contributed to my career in various ways,” Petrow openly shares. She was told very early in her career by then-Vector President John Murphy, “We have great plans for you!”

With great passion, energy, and intent, Petrow propelled herself through nearly every department within the organization—learning and growing with every step of her journey. She began in sales, tried her hand at collections and marketing, and was also in charge of Vector’s monitoring center. “TMA members who were giants in the industry always afforded me their time,” said Petrow who firmly believes in the “collective mindset.” Constant mentoring from colleagues made all of the difference for Petrow who self-admittedly loves what she does and the company for which she works.

“Hire people and let them do their jobs,” warns Petrow. “You have to know how to talk to people. Leaders of tomorrow will need to communicate effectively,” From her perspective, security industry professionals have to be more forward thinking, and that starts from who is hired and or promoted to be a security industry professional in the first place.

Petrow encourages professionals to have “an attitude that failure isn’t final.” She, herself, remarks that it isn’t in her “genetic” make-up to be defeated by failure. “There’s always another opportunity,” she believes, “Figure out what went wrong and fix it.” A good leader, according to Petrow, nurtures and strengthens his/her team. “It’s a balance between stretching and being there,” she offers.

Lately, Petrow has observed a decline in the labor pool. She encourages leaders to look for talent in new and different places. She also stresses the value and critical nature of diversity to business success. She strongly encourages hiring managers to be thoughtful and to have a diversity plan.

When asked what legacy she’d like to leave behind, Petrow was quick to brush off the obvious, superficial monikers and roles that many first come to mind. She doesn’t see those as “legacy-worthy.” The much revered industry leader sees her legacy in those that she’s hired who now fill managerial roles themselves. “I see them developing new people,” she says, adding, “Go beyond you. What did you do to help people behind you sustain the business?”

To view recordings, learn more about this group, or join TMA NextGen, visit us online or email membership@tma.us.

TMA Members REGISTER HEREfor the next episode of Meet Your Mentor on June 15, 2021 with Don Young, EVP & COO, ADT.

Don’t miss TMA’s Mid-year Meeting – April 20-22, 2021

The Monitoring Association’s Mid-year Meeting will open in just a couple days on Tuesday, April 20^th!

Learn more and register at: https://tma.us/virtual-mid-year-meeting/

Join us for the three-day program featuring a combination of thought-provoking education sessions, powerful networking, and a virtual exhibit floor! Sessions will focus on these three core areas:

1. Leadership
2. Operations
3. Technology

Day 1 – Leadership sessions inspire:

Featured Keynote: Leadership Lessons from an Old Jarhead, General James T. Conway (Ret.)

Leadership Session #1: COVID, Biden and the Vaccine: Employment During and After the Pandemic
Speakers: Jaime Tuite, Judy Katafiaz

Leadership Session #2: An Update on the Realities of the 3G/4G Migration
Speaker: John Brady
View Top Take-away Minute with John Brady

Leadership Session #3: Financing 101 in 2021
Speakers: Megan Thompson, Esq., Gregory Buscone, Mark Grudzien, John Robuck

Leadership Session #4: Value of Monitoring – Expanding Beyond the Traditional Use Cases
Speaker: Elizabeth Parks
View Top Take-away Minute with Elizabeth Parks

Day 2 – Operations sessions look at:

Featured Opening Session: On De-escalation During a Pandemic, Bill Powers, CPP and David Lesure      
View Top Take-away Minute with Bill Powers, CPP, and David Lesure

Operations Session #1: Monitoring Centers: Communicate with Customers in the Year We Actually Live In
Speaker: Daniel Oppenheim

Operations Session #2: Success in the New Normal: Top Marketing Strategies for Monitoring Centers
Speaker: David Morgan
View Top Take-away Minute with David Morgan

Operations Session #3: Leadership Succession Planning: How’s Your Bench Strength?
Speakers: Pam Petrow, Ralph W. Sevinor, Brandon Freedman, Brandon Niles
View Top Take-away Minute with Brandon Niles

Operations Session #4: Alarm Industry Call Blocking Challenges
Speakers: Sascha Kylau, Morgan Hertel

Day 3 – Technology sessions explore:

Featured Opening Session: FirstNet Primer, Morgan Hertel, Mark Hillenburg, Chief (Ret) Harlin McEwen, Duane Warehime

Technology Session #1: Working from Home Standard Updates
Speakers: Sascha Kylau, Joshua Greko

Technology Session #2: Work Form Home Practical Applications
Speakers: Steve Butkovich, JoeAllen Gentry, Rich Watts

Technology Session #3: Factoring in the Future— Is video monitoring part of your business model?
Speakers: Greg Eusden, Grant Graham, Wes Usie, Avi Lupo

Technology Session #4: Three Key Best Practices for Video Monitoring Success
Speakers: Chris Brown, Robert Baxter, John Romanowich, Steve Walker

There are several registration options (1, 2, and 3-day) available. Registration includes access to session recordings for up to six months. In the event that you are unable to attend sessions of interest, you will have the opportunity to view recordings on-demand, 24/7.

Learn more and register at: https://tma.us/virtual-mid-year-meeting/

We look forward to seeing you there!

New Dialing Procedure for Texas Customers

Shared by AICC

Ten-digit dialing instituted to facilitate access to National Suicide Prevention Lifeline (Source: Texas Public Utility Commission)

LUBBOCK, Texas (NEWS RELEASE) – Starting on April 24, 2021, Texans with phone numbers in the 254, 361, 409, 806, 830, 915 and 940 area codes should get in the habit of dialing 10-digits (area code + telephone number) for all local calls.

On July 16, 2020, the Federal Communications Commission  issued an Order (FCC 20-100) approving 988 as the three-digit abbreviated dialing code for the National Suicide Prevention Lifeline. The Order requires all telecommunications providers (including telecommunications carriers, interconnected Voice over Internet Protocol [VoIP] providers, and one-way VoIP providers [covered providers]) to make any network changes necessary to ensure 988 access by July 16, 2022.

Several Texas area codes (254, 361, 409, 806, 830, 915 and 940) have numbers with a 988 prefix.  Therefore, those areas must transition from seven-digit to 10-digit local dialing. (Areas shown in yellow on this map are not affected by this change.)

April 24, 2021 marks the beginning of a “permissive dialing period” in which callers in those area codes can still complete a call with seven-digit dialing. When that period expires on October 24, 2021, only calls dialed with ten digits will be connected.

After the permissive dialing period, local calls dialed with only seven digits will reach a recording prompting them to hang up and dial again using both the area code with the seven-digit telephone number.

What other changes need to be made?

Important safety and security equipment, such as medical alert devices, and alarm and security systems must be programmed to use 10-digit dialing.  Many systems operate on 10-digit dialing by default, but some older equipment may still use seven-digits.  Please contact your medical alert or security provider if you are not sure whether your equipment needs to be reprogrammed to accommodate the upcoming change to 10-digit local dialing.  Any needed reprogramming of alarm and home security equipment must be done during the permissive dialing period from April 24, 2021 to October 24, 2021 to avoid interruption of those services.

Some other examples of services that may need to be re-programmed are:

• life safety systems or medical monitoring devices
• PBXs
• fax machines
• Internet dial-up numbers
• fire or burglar alarm and security systems or gates
• speed dialers
• mobile or other wireless phone contact lists
• call forwarding settings
• voicemail services and other similar functions

Customers should also ensure the area code is included in all other places where a telephone number is displayed like their websites, personal and business stationery, advertising materials, personal and business checks, and even personal or pet ID tags.

What will remain the same?

• Telephone numbers, including current area code, will not change
• The price of a call, coverage area, or other rates and services will not change due to the dialing change
• What is a local call now will remain a local call regardless of the number of digits dialed
• Customers will continue to dial 1+ the area code + telephone number for all long-distance calls
• Customers will continue to dial a prefix (such as “9”) when dialing from a multi-line telephone system (e.g., in a hotel, office building, etc.) as required
• Customers can still dial just three digits to reach 711 (relay services) and 911 (emergency services)
• If 211, 311, 411, 511, 611, or 811 are currently available in one’s community, they can still be dialed with just three digits
• The National Suicide Prevention Lifeline can still be reached by dialing 1-800-273-TALK (8255) even after the 988 code is in effect.

Beginning July 16, 2022, dialing “988” will route calls to the National Suicide Prevention Lifeline. Customers must continue to dial 1-800-273-8255 (TALK) to reach the Lifeline until July 16, 2022.

To learn more, visit the North American Numbering Plan Administrator (NANPA) website at https://www.nationalnanpa.com/transition_to_10_digit_dialing_for_988/index.html, email NANPA at 988@somos.com with questions about the dialing procedure change, or visit the FCC website at https://www.fcc.gov/suicide-prevention-hotline.

Georgia Joins List of States Banning Fines for Alarm Companies When Customers Generate a False Alarm

Atlanta, Georgia (April 1, 2021) – The Georgia General Assembly has approved a bill that would ban counties or municipal corporations from fining alarm companies for false alarms generated by a customer and through no fault of the alarm system’s contractor.

“This bill has wider implications than for just our industry,” said John Loud, Vice President of Electronic Security Association (ESA) and President of LOUD Security Systems. “The concept of fining a company for a problem caused by its customers is the equivalent of sending someone’s speeding ticket to Ford and sets a precedent that could be a threat to many industries.”

“These policies do little to change user behavior, deny the user the right to confront their accuser and access to due process, and fines an innocent party for the actions of another,” said Stan Martin, Executive Director of the Security Industry Alarm Coalition (SIAC).

The introduction of the legislation follows a bitter three-year fight after the City of Sandy Springs passed a punitive ordinance that fined alarm companies. The city’s success in defending the legislation in court caused the legislature to act. Only one other Georgia city, Brookhaven, followed Sandy Springs’ lead.

A number of other states have passed bills similar to the Georgia bill in recent years including California, Florida, New Jersey, Texas, Tennessee and Iowa.

“There has never been any evidence that fining alarm companies was any more effective than the model alarm ordinance that is widely utilized nationally and endorsed by the Georgia Association of Chiefs of Police,” said Martin.

“The model ordinance, which fines alarm users, obtains an average 60% reduction in false dispatches and impacts those causing most of the problems. In fact, 85% of alarm systems generate no calls to the police in any given year.”

Under the law companies are responsible for false alarms they cause due to faulty equipment or installation or failure to use a mandated system requiring two calls to an alarm site before notifying police.

“Common sense prevailed,” said Loud. “Our industry stands ready to work with any community that wishes to reduce unnecessary dispatches with a proven model and experts ready to assist.”

Governor Kemp is expected to sign the bill later this month.

Shared by: David Margulies, PRExperts

UL’s 2021 Monitoring Station Audit – Information Update

Steve Schmit, UL, prepared this update on 2021 Monitoring Center Audits and asked TMA to share it. You may download a PDF of the update from the TMA website.

The COVID-19 pandemic of 2020 brought the concepts of remote inspection, virtual audits, and working from home into full-fledged practical use, at a speed few would have predicted. The experience was a dramatic demonstration of the value of collaborative problem solving and clear communications. In that spirit, UL would like to share plans for 2021.

Standards and Confirmation of Compliance

Developing requirements that aligned with COVID-19 public health risk mitigations brought focus and visibility to the Standards making process.  While the experience was new to many, TMA’s UL Standards committee has been productively engaged in driving change for many years and continues to work an active agenda intended to keep the Standards current and relevant.

As Standards change, UL’s Certification Programs do also, incorporating new technical requirements into the annual audit process for monitoring stations. The 2021 audit cycle will include focus on the last 2 sets of revisions to UL827, Standard for Central Stations Services

Work From Home

On October 27, 2020, UL827 was revised to adapt Sec 51, Operation During a Regional/National Disruption. These requirements were developed by a Task Group of monitoring industry subject matter experts and built on early UL Guidelines for operating during the pandemic (published on March 16). They achieved ANSI consensus through UL’s Collaborative Standards Development Process to become part of the American National Standard.

For purposes of application within UL’s Certificate Program, Sec 51 was considered effective upon publication. During the 2021 audit cycle, UL staff will assess compliance for stations using remotely located operators under current COVID-19 mitigation conditions, and those stations that plan to do so in the event of future national or regional disruptions.

In early April, UL will publish details intended to clarify the evidence of compliance that UL auditors will look for during the 2021 audit.

As the nation’s vaccination campaign progresses, governmental emergency declarations and associated health safety guidance will change. Early indications suggest that there will not be a universal “all clear” lifting of scientifically based health guidelines, but rather a gradual reduction in social distancing metrics, with dependency on vaccination status, COVID variant emergence, and other variables. UL envisions working with monitoring stations to determine applicability of Sec 51 requirements, based on conditions in their location, with the goal of distilling universal guidelines for handling the dynamically evolving situation.

At the same time, TMA’s UL Standards Committee is making a UL827 revision proposal for requirements that would enable a monitoring-from-home option under any conditions. The Committee has addressed concerns brought forward during the emergency conditions discussions, but the proposal is in the very early stages of the consensus process.

If adapted, stations will continue to have a continued monitor-from-home option. However, stations should start planning for returning operators to in-station duty in the event that there is a gap between lifting of emergency conditions and adoption of non-emergency condition home based monitoring requirements.

Cybersecurity and Power Supply Requirements

On April 11, 2019, UL827 was revised to include new requirements for secondary power supplies and cybersecurity measures. These requirements were developed by TMA’s UL Standards Committee and went through 2 public comment periods as part of the consensus process.

UL’s pre-pandemic 2020 audit plan included focus on compliance with these requirements. Those plans had to be deferred when priorities shifted to operating safely within health and safety mandates.

As shared in the Summer 2019 TMA Dispatch newsletter, revisions were made in Section 11, Power Supply, and Section 17, Central Station Automation Systems. Material that could have potentially significant impact includes secondary power requirements in paragraph 11.5.1 and Table 11.1, and cybersecurity requirements in paragraph 17.15, along with its references.

For purposes of application within UL’s Certificate Program, these requirements will be effective 12/31/2022. This means UL Certification beyond that date is contingent on demonstration of compliance.

UL’s formal notice to Certification holders will be sent in early April and will include a plain language explanation of the requirements. In addition, UL will offer Town Hall style webinars (date/time to be announced shortly) to review the requirements and audit expectations.

During the 2021 audit cycle, UL staff will assess compliance status with the new requirements. Corrective action on any items of noncompliance will be assessed during the 2022 audit cycle.

If you have any questions, please feel free to contact your UL auditor or any of the following:

Steve Schmit – steven.a.schmit@ul.com

Nancy Murphy – Nancy.Murphy@ul.com

Javier Olarte – Javier.Olarte@ul.com

Just Announced – Verizon to Delay 3G Sunset until Jan. 1, 2023

AICC Chair Lou Fiore shared recently released news from Verizon of their delayed 3G Sunset target date today. In an article written by Mike Dano, Editorial Director for Light Reading, Verizon spokesperson Kevin King stated, “that’s the “absolute last possible date” for the shutdown.” Dano wrote, “Verizon continues to work to move customers off its 3G network, and has been reallocating that spectrum for 5G and other technologies as it gets customers off 3G.”

Read the full article on Light Reading’s website.

TMA’s ASAP-to-PSAP Program Marks its 79th and 80th ECCs

The Monitoring Association (TMA) is pleased to announce the addition its 79^th and 80^th municipalities to go live with its expanding ASAP-to-PSAP program. Launched in 2011 as a public-private partnership, TMA’s ASAP-to-PSAP service is designed to increase the accuracy and efficiency of calls for service from alarm companies to PSAPs.     

“TMA’s ASAP-to-PSAP program experienced nice momentum in 2020 with a new annual adoption record of 18 ECCs across the country,” stated TMA President Don Young. “As the network of ASAP compatible ECCs continues to grow, those not yet using the service are learning firsthand from their colleagues about the time and accuracy improvements that come with ASAP and therefore the enhanced capability for saving lives in the alarm response process. TMA remains proud to deliver this unique service to its members and accomplish their mission for providing professional monitoring capabilities to help better protect life and property in both residential and commercial settings.”

TMA welcomed its 79^th ECC, the Cayuga County NY 9-1-1 Center and the 6^th ECC in the state of New York to implement ASAP. Cayuga County first went live with Vector Security and Rapid Response Monitoring. A second wave of companies including ADT, Amherst Alarm, Affiliated Monitoring, AT&T Digital Life, Guardian Protection, Brinks Home Security, National Monitoring Center, Protection One, Security Central, Tyco (Johnson Controls), Vivint, and Doyle went live with Cayuga County just days later.

“This is a seamless procedure allowing alarm companies to transfer alarm activations and the data associated directly to our computer aided dispatch system”, said Denise Spingler, Cayuga County 9-1-1 Administrator. “This allows for a more expedited dispatch of emergency services.”

The Paradise Valley AZ Police Communications Center is the 80^th Emergency Communications Center (ECC) in the United States and 4^th ECC in the state of Arizona to implement ASAP. Paradise Valley went live with Affiliated Monitoring, AT&T Digital Life, ADT, Alert 360, Guardian Protection, Brinks Home Security, National Monitoring Center, Protection One, Rapid Response Monitoring (plus A3 Smart Home), Security Central, Tyco (Johnson Controls), Vivint, and Securitas over a two day period in mid-December.

New Year…Exciting New Beginnings

As some of you may recall, Mallory Todd left TMA about a year ago to pursue new career opportunities. She served in an administrative capacity, supporting all of us at TMA in many ways. With the onset of COVID-19 about the time of her departure and the uncertainty that ensued, we opted to delay a search for her replacement. In true team fashion, the remaining six staff members picked up and carried on, but we sorely missed having someone in that pivotal role.

But, with the turn of the calendar, TMA added a new staff member! We are so excited to welcome Ms. Tara R. Compher to our headquarters’ team. In her new role as TMA’s Programs and Administrative Coordinator, Tara will oversee TMA’s Five Diamond, IQ, and FirstNet programs, in addition to assisting with CRM data management and other projects and serving as the staff liaison to TMA’s NextGen group.

“Tara brings a broad range of valuable business and administrative experience to TMA,” stated TMA Executive Director Celia T. Besore. “In her previous roles, Tara demonstrated an outstanding commitment to quality and to customer service, which make her ideally suited to this pivotal, customer-focused position within our organization.”

“I am excited for this new chapter in my life, but more importantly, I am looking forward to helping The Monitoring Association achieve their mission of creating a safer world for everyone,” said Ms. Compher.

Prior to accepting her new position within TMA, Ms. Compher worked for the U.S. Courts as a probation clerk and as a front office coordinator in a dental practice.   

Please join us in welcoming Tara to our community! She can be reached at tcompher@tma.us.

Giving back to your professional community

As we begin a new year, it’s a great time to reflect on how we can give back to our professional community. The past year demonstrated what can happen when we come together and share our resources with one another. Knowledge and experience are two of the most valuable assets that professionals possess. Giving back is often as easy as connecting with peers and sharing your knowledge and experience. This can take many forms, including, writing and speaking. As we begin to prepare for our 2021 Mid-year Meeting, we’re reaching out to TMA members in search of speakers.

Our 2021 Mid-year Meeting will be presented virtually, April 20-22, 2021. If you or someone you know is interested in sharing your experience and expertise with your colleagues in the professional monitoring industry, we would like to hear from you!

The three-day event will offer monitoring center professionals a series of educational sessions on best practices and trends in leadership, operations, and technology.

Start off the year with your commitment to give back and make a valuable contribution to the profession’s field of knowledge.

The deadline to submit your proposal is COB, Friday, January 22, 2021. Go to https://lnkd.in/eaF8huS

Questions? Contact education@tma.us.

National Suicide Prevention Lifeline – New Dialing Code

Please read the announcement regarding changes needed to be made by Burglar and Fire Alarm Companies in preparation for the nationwide implementation of 988 as the 3-digit abbreviated dialing code for the National Suicide Prevention Lifeline.

It is imperative that alarm companies reprogram alarm panels in customers’ premises if they currently are programed to dial out seven digits to reach the alarm monitoring bureau.  If they are dialing out seven digits now, they must be re-programed to dial out a ten-digit number which includes the area code plus telephone number.Such updates or reprogramming must occur between April 24, 2021 and October 24, 2021 (the permissive dialing period).  Starting these efforts before April 24, 2021 may result in failed calls if permissive 10-digit dialing has not yet been implemented.The changes need to be completed by October 24, 2021.

No change is needed if the alarm panels are currently dialing out ten-digits, or if they are dialing out a toll free number (800, 888, 844, etc.) to reach the alarm monitoring bureau.

We need your assistance in notifying alarm companies in 37 states and 83 area codes about the transition from 7-digit to 10-digit local dialing.  Any assistance in notifying your membership would be appreciated.

Additional information about this transition on the NANPA website at https://nationalnanpa.com/transition_to_10_digit_dialing_for_988/index.html

ANNOUNCEMENT