2016 Fall Operations Management Seminar

fall-ops-cover-image-20162016 Fall Ops: Monitoring Excellence
November 13-15, 2016
Hilton Newark Airport

Event Schedule:

Sunday, November 13

Pre-Event CSAA Business Meetings:

2:30pm – 3:30pm             ASAP Users Group, Elizabeth A
Current, active and connected monitoring center users of ASAP will meet to discuss lessons learned, best practices, and recommendations for changes and improvements to the ASAP Program.

4:30pm – 5:30pm             Contract Monitoring Council Meeting, Seaport

6:00pm – 7:30pm             Opening Reception for all “Fall Ops” Registrants (Sponsored by Numera from Nortek Security & Control), Riverside A&B

Monday, November 14

8:00am – 9:00am              Continental Breakfast (Sponsored by Tyco Security Products – Sur-Gard), Riverside A&B

9:00am – 12:00pm           General Session, Elizabeth Ballroom

9:00am – 9:45am              Falls Ops Kick-off/Opening Remarks/Industry Update
                                            Introductions: CSAA Education Committee Leadership

9:45am – 10:00am            Ice Breaker

10:00am – 11:10am         PERS in Action! / (1 CEU)
Mobile PERS, location aware devices, fall detection – learn about the changing landscape of PERS monitoring and bring home best practices to add or improve monitoring operations. Also, hear from PERS industry leaders and UL as panelists discuss the impact of the new mobile PERS device UL Standard – 1698.
Panel: Moderator, Mary Jo Lakhal, Sr. Program Manager, West Safety Services; Matt Campbell, VP of Sales, Nortek Security & Control, LLC; Daniel Oppenheim, VP, Affiliated Monitoring; and Peter Tallman, Program Manager, Alarm Certificate Service, UL, LLC

11:10am – 11:40pm         Industry Education Update: CSAA Level 1 Team

Introduction to the CSAA Level 1 course rewrite; highlights and features presented by the course authors; PPVAR Video Verification training

11:40am – 12:00pm         What’s New – What’s It Do? (Sponsors share new industry technology –Infobytes about new services and products you’ll want to hear about.)

12:00pm – 1:00pm           Lunch (sponsored by West Safety Services), Riverside A&B

1:00pm – 4:00pm             General Session, Elizabeth Ballroom

1:00pm – 2:00pm             Round Table Exchange: Session 1
Come with a challenge, leave with a solution!  Hot topics that are affecting central stations will be selected for discussion in two peer-to-peer networking sessions. Actively participate by sharing and learning what others are doing, have done or are about to do to address or resolve challenges in the monitoring center.

2:00 pm – 2:30pm            Round Table Exchange Highlights
Best practices reporting session based on roundtable discussions

2:30pm- 2:45pm               Networking Break (Sponsored by TRG Associates), Ballroom Foyer

2:45pm – 4:00pm             ASAP to PSAP: The Game Changer for the Monitoring Center
The future is here!  Hear from recent GO-LIVE participants about how ASAP-to-PSAP has benefited their monitoring centers and the lessons learned along the way.  Learn about implementation, the benefits of removing communication barriers, and the available resources.
Panel: Jay Hauhn, Executive Director, CSAA; Becky Lane, VP, Membership & Programs, CSAA; Bill Hobgood, ASAP Subject Matter Expert

4:15pm – 6:15pm             Proprietary Council Meeting, Seaport

Evening                                                Dinner on your own

Tuesday, November 15

8:00am – 8:45am              Continental Breakfast (Sponsored by Tyco Security Products – Sur-Gard), Riverside A&B

9:00am – 12:00pm           General Session, Elizabeth Ballroom

9:00am – 9:15am              What’s New – What’s It Do? (Sponsors share new industry technology –Infobytes about new services and products you’ll want to hear about.)

9:20am – 10:30am            Round Table Exchange: Session 2                                          

10:30am – 10:45am         Networking Break (Sponsored by Anelto), Ballroom Foyer

10:45am – 11:15am         Round Table Exchange Highlights

Best practices reporting session based on roundtable discussions

11:15am – 12:00pm         Code of Excellence Overview
CSAA Update:  Remodeling of industry standard of conduct to emphasize the importance of employee ethics, professionalism, diversity, relationships, and expectations in the monitoring center, including best practices to improve new hire retention and standardization of performance.
Panel: Moderator, Julie Webber, VP, Training & Education, CSAA; Jason Bradley, Director, Central Station Operations, Guardian Protection Services; Melissa Hansen, Director of Training, COPS Monitoring – NJ

12:00pm – 1:00pm           Lunch (Sponsored by Secure Global Solutions), Riverside A&B

1:00pm – 4:30pm             General Session, Elizabeth Ballroom

1:00pm – 2:00pm             Specialized Training Techniques for Today’s Monitoring Operations (1 CEU)
Panel discussion among successful training leaders on challenging areas such as video, mobile devices, smart homes, and preparing for new technology.
Panel: Moderator, Kate Brickner, Corporate Trainer, Vivint; Mary Jo Lakhal, Sr. Program Manager, West Safety Services; Laurie Mitchell, National Director CMS Services, Siemens Industry, Inc.; Caryn Morgan, Operational Excellence Specialist, Bold Technologies, Inc; Aaron Salma, Sr. Program Manager, Affiliated Monitoring; and Julie Webber, VP, Training & Education, CSAA

2:00pm – 3:00pm             Cybersecurity: Arming your Operators as your First Line of Defense (1 CEU)
Wondering how to create an information security-aware culture in your company?  It starts with staff awareness training based on the organization’s information security policies and standards. During this 1-hour session, managers will learn how to engage and train staff, helping them understand the nature of cybercrime and the all-important role employees play in protecting critical business and customer information and systems.  Come build your toolkit while receiving specific cybersecurity-related instruction based upon real-world policies and standards that should be part of any organization’s cyber-defense strategy.
Speaker:  Kimberly Pease, CISSP, VP, Citadel Information Group, Inc. (Sponsored by Verklizan – USA)

3:00pm – 3:15pm             Stretch Break

3:15pm – 4:15pm             At Alarm Notification and Beyond…Interaction with PSAPs (1 CEU)
Panel discussion of Best Practices for alarm notification, AHJ Data Management, and effective communication.  How to build bridges with your PSAPs and improve public safety for everyone!
Panel: Michelle Lindus, Central Station Manager, Vivint; Carmelo Mosca, Managing Director, Affiliated Monitoring; Chris Pelletier, Data Integrity Unit Supervisor, West Safety Services; and PSAP Representative (TBD)

4:15pm – 4:30pm             Closing Remarks: CSAA Education Committee Co-Chairs Joe Miskulin and John Brady, and Jay Hauhn