Engineered Protection Systems Earns 2016-17 Police Dispatch Quality Award

 

 Customer Education a Key Focus

In June, the Security Industry Alarm Coalition (SIAC) recognized TMA member Engineered Protection Systems, Inc. in Grand Rapids, Michigan with its prestigious 2016-17 Police Dispatch Quality (PDQ) award. The PDQ award is given to the company that promotes best practices working with law enforcement to reduce the number of unnecessary dispatches to alarm customers. The award was presented at the ESX – Public Safety and Networking Luncheon at ESX on June 16 in Nashville, Tennessee.

Stan and Josh at ESX PDQ Dispatch Award by Lasko

SIAC Executive Director Stan Martin, left, and EPS Monitoring Center Operations Manager Josh Sanders following the presentation of the award. Photo by Elizabeth Lasko.

“Engineered Protection Systems has consistently shown itself to be extraordinarily conscientious, exacting and effective where it comes to alarm management and dispatches,” said Stan Martin, SIAC Executive Director. “These efforts have garnered EPS Security recognition as a PDQ runner-up on multiple occasions, which is quite an achievement in itself.”

“Winning this award was the result of focus towards dealing with alarm issues for the benefit of our valued customers and the community as a whole,” said Kevin Carlson, EPS Security President. “Reducing unnecessary dispatches is vital to the health of our industry and our ability to serve and protect the community.”

EPS Security strategies for reducing false alarms include two call confirmations, customer education at installation, detailed user guides and specific procedures for problem alarm sites. “When a pervasive false alarm problem is discovered, EPS Security has a number of procedures to make a correction,” Carlson said. “These include a member of the EPS Security Monitoring Center team calling customers, downloaders checking on the programs, service techs coordinating onsite visits to check equipment, or providing a full re-education of the system to the customer along with a possible extension of delay times.”

“The fact they continued to push themselves for additional improvement and further refine their tactics, practices and results to break through as the best alarm dispatch program in the U.S. and Canada is an amazing accomplishment for which EPS Security management and every associate should rightly be extremely proud,” Martin said.

Their meticulous entry crosses every ‘T’ and dots all the ‘I’s in addressing, and sometimes exceeding the PDQ criteria. The company encompasses all that the award stands for in cutting false dispatches, and building relationships with the community and first responders.”

The PDQ Award is given annually by SIAC and the False Alarm Reduction Association (FARA), and co-sponsored by Honeywell Security, Security Sales & Integration Magazine, and the Installation Quality (IQ) Program.

ABOUT SIAC
SIAC represents one voice for the electronic security industry on alarm management issues – communicating solutions and enhancing relationships with law enforcement.  SIAC is comprised of four major North American security associations–Canadian Security Association (CANASA), Security Industry Association (SIA), Central Station Alarm Association (CSAA), and the Electronic Security Association (ESA).  For more information, go to www.SIACinc.org, www.siacinc.wordpress.com, or follow us on www.twitter.com/siacinc.

 ABOUT FARA
The False Alarm Reduction Association, established in 1997, is an organization of public safety false alarm reduction professionals and alarm industry representatives, whose main mission is to provide a forum for the exchange of information on successful false alarm reduction programs, to serve as a clearinghouse for agencies seeking to reduce false alarms and to foster an environment of cooperation among law enforcement, the alarm industry and the alarm user.  For more information, visit www.faraonline.org.

 ABOUT Engineered Protection Systems, Inc.
Engineered Protection Systems, Inc. was founded in Grand Rapids, Michigan in 1955. What began as a modest, local operation with a handful of employees has blossomed into a multi-state company with more than 225 employees and approximately 20,000 customers, three additional Michigan branch offices and thousands of satisfied customers. In 2017, EPS Monitoring Center Operations Manager Josh Sanders was a finalist for TMA’s Monitoring Center Manager of the Year, and Dielle Holmberg was a finalist for Monitoring Center Operator of the Year.

 

 

CSAA General Membership and Committee Meetings at ESX 2017

The schedule of CSAA meetings at ESX 2017 is now available. Meetings will be held during the afternoons of Monday, June 12 and Tuesday, June 13.

Make your plans now for ESX — hotel rooms are in high demand in popular Nashville, TN.
The ESX Premium Pass, with access to all event activities, is just $199 at the early bird rate. This fantastic rate is offered in celebration of the 10th annual ESX event.

Register early to receive ESX premium registration for only $199! Take advantage of this spectacular opportunity to attend for the first time or to bring additional staff from your company.

Check out the “Maximize Your Monitoring Center” education track to get a preliminary look at the professional development CSAA has in store for you at ESX.

Register Now. $199 Early Bird rate is offered through April 21.

View the CSAA Meetings Schedule for June 12 and June 13.

Rapid Response is the 2016 CSAA Central Station of the Year

Vivint and Vector Also Honored at ESX on June 9
CSAA is pleased to announce the four winners of the 2016 Excellence Awards:

Central Station of the Year
Rapid Response Monitoring Services, Inc.
Central Station Manager of the Year
Michelle Lindus, Vivint Smart Home

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

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

Excellence Winners with Pam June 2016

From left: Vivint’s Amy Cerney and Michelle Lindus, CSAA President Pam Petrow, Rapid Response President Jeff Atkins, and representing Vector’s David Carter, Vector Central Station Manager Sal Calafato following the presentation of the 2016 Excellence Awards. Photo by Elizabeth Lasko.

 

Rapid Response’s core belief is three-pronged: people, training, and technology. The Excellence Awards judges determined that this outstanding company proved to deserve the spot at the pinnacle of our industry. Rapid’s application detailed extensive plans for disaster recovery, false alarm reduction, education and training, technology innovation, customer relations, and community outreach efforts including charitable activities. Its leaders are heavily involved in bettering the industry through volunteering with industry associations to advance important issues such as standards, public sector engagement, and legislation.

Michelle Lindus is Central Station Manager at Vivint, where she leads a team of 140. She participated in the establishment of Vivint’s HOME Quality Service policy to ensure world-class customer service and heads the team that specializes in false alarm reduction. A perpetual student who is always reading, researching and testing new ideas, Michelle has a passion for service in the alarm industry that compels her to work holidays alongside her team and volunteer her off time to CSAA education programs.

David Carter is East Central Station Tech Support Leader at Vector, where he started in 1997 as an operator in data entry. He is a key member of the Disaster Recovery Team and excels at quickly troubleshooting and solving phone carrier issues. Always striving to expand his knowledge, David is known for his willingness to travel to other sites for technical projects and to stand in as an operator or tech support representative whenever needed, and for his commitment to ensuring no piece of equipment ever fails.

Amy Cerney has been a Monitoring Representative at Vivint for ten years. Her responses are frequently featured in company-wide reports of exceptional service; she ably mentors new representatives; and is known as a comforting voice of calm for customers. She is a shining example of Vivint’s and the security industry’s core values to protect lives – last year, she donated a kidney to save the life of a Vivint co-worker.

The CSAA Central Station Excellence Awards recognize any FM Approvals, Intertek/ETL or UL-listed central station (CSAA members and non-members) and outstanding personnel who perform in the highest professional manner, thereby making a significant contribution to the betterment of the alarm industry and the alarm profession while demonstrating exceptional service to their customers and community.

The purpose of the awards program is to:

  • Establish and promote the inherent value of central station services in general.
  • Honor those who have made the most significant contributions to the service.
  • Promote the distinct level of professionalism attained by NRTL-approved central stations.

The CSAA Central Station Excellence Awards Program is sponsored by SDM Magazine.

Entries are judged by a blue-ribbon judging panel appointed by CSAA. The four winners were announced at the 2016 Industry Excellence Awards Breakfast at ESX in Fort Worth on Thursday, June 9. For past winners and more information, visit csaa.org/csaa-excellence-awards.

CSAA-Excellence-Awards

 

Chief Harlin McEwen is Recipient of 2016 CSAA Public Sector Award

Chief Harlin McEwen is the recipient of CSAA’s 2016 Public Sector Award. This special honor is given by CSAA in recognition of a public sector individual’s contribution to the alarm industry. He will be presented with the award at the 2016 Electronic Security Expo (ESX) Public Sector Luncheon on Thursday, June 9, at the Fort Worth Convention Center.

Harlin McEwen headshot June 2016

Chief Harlin McEwen at the June 2, 2016 meeting of the Alarm Industry Communications Committee at which he briefed members on FirstNet developments. Photo by Elizabeth Lasko.

“It is our pleasure to recognize Chief McEwen for his tireless efforts to advance the relationship between monitoring companies and our partners in the public sector,” said CSAA President Pamela J. Petrow.

Chief McEwen served for 13 years as the Chief of Police for the Cayuga Heights, New York Police Department before moving on to serve as the Deputy Commissioner for the NY State Division of Criminal Justice Services. He later returned to police work, serving as the Chief of Police for the City of Ithaca, NY, before taking the position of Deputy Assistant Director of the FBI.

In addition, he served for more than 37 years as the Chairman of the International Association of Chiefs  of Police (IACP) Communications & Technology Committee. During that time he was the principle representative and spokesperson for the IACP on matters relating to Communications & Technology. For this ongoing work, in 2000, the IACP honored him with a presentation of the first (and only) Lone Star Distinguished Award, and in 2006 he was elected as IACP Honorary President.

McEwen has also served as a distinguished Member of the Executive Steering Committee of the Global Advisory Committee, a Federal advisory group to the U.S. Attorney General. The GAC has been responsible for the development and implementation of numerous innovative justice information sharing standards and programs.

Since 2012 he has served as the Chair of the FirstNet Public Safety Advisory Committee. In this role he is leading the efforts of the 42-member PSAC to interact with the FirstNet Board and staff and the nationwide public safety community to develop and implement a new Nationwide Public Safety Broadband Wireless Network.

McEwen played a critical role in the launch of CSAA’s ASAP program and has worked tirelessly in its promotion.

“I am deeply honored with being selected for this prestigious award and have enjoyed working with the members of the Central Station Alarm Association for many years,” said McEwen.  “The continued close working relationship between the public safety community and CSAA is resulting in greatly improved public safety services to the public.”

 

The award recipient must be nominated by one or more CSAA members in good standing. Two CSAA Past Presidents, Lou Fiore and Jay Hauhn, put McEwen’s name forward for consideration. Fiore noted that, “An essential component of ASAP is its connection to the Nlets network. Chief McEwen was instrumental in bringing CSAA’s ASAP program together with Nlets.”

“Chief McEwen’s leadership of the First Responder Network Authority (FirstNet)’s Public Safety Advisory Committee, and his commitment to engaging the alarm industry in FirstNet’s activities, has been critical to the advancement of our relationship with FirstNet and our favorable positioning for the future,” said Hauhn.

For more information, contact Elizabeth Lasko at CSAA, 703-242-4670 or ewlasko@csaaintl.org.

 

 

A Futurist and an Economist to Address ESX 2016 as Main Stage Keynoters

The Electronic Security Expo (ESX) – a national trade event for electronic security and life safety dealers, integrators, and monitoring professionals –  announced the opening and closing keynote speakers for its annual event, June 8 -10, 2016 in Fort Worth, Texas. CSAA co-owns ESX with the Electronic Security Association (ESA).

The Opening Keynote Luncheon, sponsored by Security America Risk Retention Group, will feature Nicholas Webb, world-renowned business futurist and innovation thought leader. Mr. Webb is the author of “Innovation Playbook” and “The Digital Innovation ESX for SignalsPlaybook.”  He is also a successful inventor with more than forty-five patented technologies, ranging from one of the world’s smallest medical implants to consumer and industrial products. He currently provides business and innovation strategy consulting to his clients, ranging from small start-ups to Fortune 500 companies.

“The opportunity to hear what Nick Webb has to say is worth the price of the entire conference,” stated George De Marco, Chairman of ESX.  “It is an excellent opportunity for our attendees to gain a unique and valuable glimpse into the future, helping to effectively position their innovation and business strategies.”

Back by popular demand is Dr. Alan Beaulieu, President of ITR Economics, who will present during the Closing Keynote Luncheon, sponsored by NAPCO Security. Mr. Beaulieu is highly rated as an engaging and interactive keynote speaker. In fact, he was recently voted one of Meeting & Convention Magazine’s “Planners’ Favorite Speakers,” recognized alongside Bill Clinton and Anderson Cooper. In more than 150 appearances each year, Alan’s humorous and straightforward approach on how to forecast, plan and increase the profits of companies has entertained thousands of conference attendees globally. In addition, Beaulieu has co-authored books and written numerous articles on economic analysis, helping business owners and executives capitalize on emerging trends.

Featuring these dynamic and relevant keynote speakers at ESX 2016 will provide a compelling business perspective and actionable solutions for those who attend the conference,” commented De Marco.

ESX will unveil its conference program and speaker line-up in January of 2016.

About ESX

ESX (Electronic Security Expo) brings together professionals who are passionate about the business of electronic security and life safety. Dealers, integrators and monitoring professionals attend ESX to connect with like-minded peers, learn from business thought leaders, and discover emerging trends and technologies. Exceptional peer-to-peer education delivers strategies that help security and life safety professionals run, grow, and maximize their businesses–as well as rethink the future. The exhibit hall showcases the latest products, technologies and services, while dynamic networking events offer professionals opportunities to engage and collaborate. Learn more at ESXweb.com or follow us on Twitter @ESXweb and Facebook at Facebook.com/ESXweb.

2015 CSAA Marketing MARVEL Award Winner is COPS Monitoring

CSAA International announced the winner of the CSAA 2015 Five Diamond Marketing MARVEL Award on June 25 at the Electronic Security Expo (ESX) in Baltimore, MD. COPS Monitoring was honored for promoting its CSAA Five Diamond status to gain a competitive edge in the marketplace.

The CSAA Five Diamond Marketing MARVEL Awards Program recognizes CSAA Five Diamond companies that have used their CSAA Five Diamond designation to better position themselves in the marketplace. This program is sponsored by Security Sales & Integration (SSI).

_DSC0494

Left to right: CSAA President Pam Petrow, COPS Monitoring Director of Marketing David Smith, and SSI Editor-in-Chief Scott Goldfine. Photo by A Day in the Life Productions.

“We are proud to be named as this year’s Marketing MARVEL Award winner,” said David Smith, Director of Marketing for COPS Monitoring. “We work hard behind the scenes every day for our dealers helping to safeguard their customers and hard-earned reputations. We believe when we win, our dealers win. We hope that proudly advertising our network of CSAA Five Diamond central stations and being named last year’s Central Station of the Year not only help give our dealers peace of mind, but also contribute to their competitive edge in the marketplace.”

The company submitted an integrated marketing plan that prominently featured their CSAA Five Diamond status on advertising, newsletters, their website, exhibits, company overview, sales literature, and even business cards.

“CSAA is pleased to recognize COPS for their exemplary and creative efforts to use their Five Diamond status to increase their visibility in the marketplace,” said CSAA Executive Director Jay Hauhn. “When our CSAA Five Diamond companies spotlight their certification through public promotion, consumers become more aware of how important it is to choose high-quality professional monitoring. Congratulations to COPS for making Five Diamond such an important part of their marketing plan!”  

Read complete details. 

– Reported by Elizabeth Lasko, CSAA, July 17, 2015

2015 CSAA Excellence Awards Winners

CSAA International announced the winners of the CSAA 2015 Excellence Awards on June 25 at the Electronic Security Expo (ESX) in Baltimore, MD. The winners are:

  • Central Station of the Year: Guardian Protection Services
  • Central Station Support Person of the Year: Kyle Johnson, DMC Security Services
  • Central Station Operator of the Year: Susan Farris, Security Central Inc.
  • Central Station Manager of the Year: Randy Ambrus, Cooperative Response Center

Read the full press release (including all the finalists and nominees) and watch for the feature story in August SDM. SDM is the awards program co-sponsor. More photos will be posted soon!

(L-R) SDM Editor Laura Stepanek, Guardian Protection Services Vice President of Customer Service Mike Overby, Guardian Protection Services Director of Operations Jason Bradley, CSAA President Pam Petrow

(L-R) SDM Editor Laura Stepanek, Guardian Protection Services Vice President of Customer Service Mike Overby, Guardian Protection Services Director of Operations Jason Bradley, CSAA President Pam Petrow. Photo by Brandon Freedman.