Operator Online Level 2

TMA Operator Online Level 2 Training Course:
Relevant – Cost Effective – Time Efficient

How to Access the Course

  • NEW: If you are a TMA Member and this is the first time you are purchasing a course, please contact our Education Department at 703-242-4670, ext. 15 or education@tma.us to take advantage of your TMA member discount.
  • Register HERE for Non-Members
  • ACCESS course HERE if you are already registered.
  • For technical support, call 502-254-1506 between 8am and 8pm ET Mon-Fri.

TMA is pleased to offer the TMA Operator Level 2 Online Training Course. The course is appropriate for anyone who has completed and passed Level I. It is also of great benefit to any related monitoring personnel that have experience in that discipline.

Important Note: Following the completion and release of the new Level 1 Training in November 2017, the Level 2 course is scheduled for review and revision in 2018. 

Why take Level 2?
The TMA Operator Level 2 Online Training Course is a completely new program, which builds on Level 1. (We recommend that all students complete Level 1 before taking Level 2, regardless of their industry experience level). The subject matter includes: enhanced operator skills, dealing with difficult customer situations, communications paths and managing false dispatches.

This ongoing education will assist to improve levels of understanding and professionalism within your facility. Your staff will be better trained, allowing them to do a more professional job. The course provides flexibility for students based on their learning needs and styles. You may choose to complete a module at a time as you cover your internal procedures on that topic. A second option is to present the course in its entirety. If administered in this fashion it will take approximately 12-16 hours depending on the comprehension level of the student. Students have access to the course for up to one year, so it is not necessary to work the entire course in one sitting. A: The course can be taken at anytime, whether at work, break or home. A student can start the course and exit the program at their convenience. Upon re-entering the course, they are automatically book marked. Access is open for one year from initiation allowing students to go back and review content at any time as a refresher, thereby increasing educational training benefit.

How does it differ from Level 1?

The training information included in Level 2 is more advanced than that in Level 1.

Modules include subject matter such as communications paths, alarm receiver formats, dealing with difficult customer situations, enhanced customer service skills and managing false alarms, just to name a few of the modules. The six modules are:

  • Module 1. Dealing with Difficult Customer Situations–This module includes specific tactics for dealing with customers who are irate, scared, confused, or experiencing any type of extreme emotion. Additional skills taught include controlling a conversation without appearing abrupt.
  • Module 2. Enhanced Customer Service Skills–This module reviews how the customers experience with the central station leaves an impression that impacts the entire company. Operators can impact the company’s attrition and growth so they need to understand the implications of customer interactions. Listening is critical in all customer service situations so this module will focus on how to improve listening skills to enhance the customer’s experience.
  • Module 3. Specialty Alarms–This module reviews the various signal/event types that are responded to in the central station, other than burglary, fire and medical. Descriptions of various specialty activations is provided, as well as backgrounds on equipment used in these applications.
  • Module 4. Receiver Formats–Understanding how to interpret a received printout is not only necessary in the event of a system failure, but can be equally of value in troubleshooting a field services problem. This module discusses the various formats and how they report.
  • Module 5. Communications Paths–Whether using T1, radio or POTS, all communications must have a path to follow in order to reach their final destination. Module 5 discusses the various traditional communications paths, as well as some basics on IP technology and new communications challenges/opportunities for the alarm industry.
  • Module 6. Managing False Dispatches–The central station is the front line in the war against false dispatches. This module helps operators understand the false alarm problem and what they can do to assist the company in identifying problems and solutions.

This course also counts towards all requirements for the TMA Five Diamond Central Station program.

The TMA Operator Level 2 Online Training Course is $180/operator, TMA membership discount (30%), and bulk purchase discount structure (5% or 10%).

 

  • Cost/Bulk Discount: As a TMA member, you get a 30% discount off any purchase of 1-4 licenses. The original price is $180/operator. Your price will be $126/operator.
  • If you are a TMA member and this is the first time you are purchasing a course, please contact Ryan Williams at 502-254-1590, ext. 104 or ryan.williams@cmoor.com  to take advantage of your TMA member discount.
  • If you purchase 5-9 classes in bulk (see below for form to submit), your total discount will be 35% discount per operator. Your price will be $117/operator.
  • For 10 students and over, the total discount will be 40% (see below for form to submit). Your price will be $108/operator
  • FOR NON-TMA MEMBERS: The price per student is $180.
  • If you purchase 5 – 9 classes in bulk (see below for form to submit), your discount will be 5% per operator over and beyond any other potential discounts (e.g. special promotion, etc.).
  • For 10 students and over, the discount is 10% (also above and beyond any other potential discounts) (see below for form to submit).

Course Access/Bulk Purchases/Purchase Orders/Refunds

  • Course Access: 0ne year; this way, the course serves as a resource for students to go back and review after initially completing the course. Licenses can NOT be extended beyond that time.
  • For bulk orders, please contact the CMOOR Group’s purchasing administrator to set up an account at 502-254-1590, ext. 104, or ryan.williams@cmoor.com
  • The licenses can be purchased in bulk without knowing the student names. The licenses will then sit in queue indefinitely until such a time as they are assigned to an individual. At that time, they begin a six month access period.
  • There are no refunds. However, as long as the employee has not completed all the modules and taken the certification exam within 30 days of student registration, the course is fully transferable to a new student. You must contact the CMOOR Group via e-mail at support@cmoor.com within 30 days of the need to change. User license transfers may be made one time only.

 


Testing Q&A

Q: How does management access the tests and scores and how long can they do so?  Can they print them for employee files?
A: Results information for the course scores and test results are available in various ways to the student.  Students can provide this information to their managers.  Course scores are available from the Navigation menu via a Knowledge Checkpoints report and provide great detail on every question the student answered throughout the course.  This provides information on where students may need to concentrate more effort should they perform poorly on the test.  Test results are stored on the Transcript and is limited to a “pass” or “not pass” indication along with a final score for the test.  At the end of the test, the student is provided a report with complete test results, but this is not available if closed by the student.  To maintain this information for future reference, the student will need to copy and paste the contents of this report into a Word document for saving or printing.

Q: I forgot to print my test results, what do I do now?
A: The report at the end of the test is currently not held for review once it is closed. To view your needed areas of improvement throughout the course, bring up the Knowledge Checkpoints report from within the course.

Q: Can I go back and review questions and sections of the course before taking the final exam?
A: The entire course, including all Knowledge Checkpoints, can be taken as often as the student likes during the access period.  Easy navigation means you can jump to any part of the course from a menu option.  When ready, you can easily start the test.  Then, if necessary you can take the final test several times as well until you achieve the desired score.

Certification Q&A

Q: How do I get the certificate?
A: Upon successful completion of the course, the system will generate a personalized Certificate of Satisfactory Completion. This will designate the student as a CSAA Certified Central Station Operator Level 2.

Q: Is my certificate transferable between Central Stations?
A: The CSAA certificate is issued to the individual and as such can be accepted by any company that utilizes training.

Q: What is considered a passing score?
A student must achieve 70% or higher to pass the course.

Q: We haven’t been printing our certificates. Can we print them after later?
If a student has passed the course, they will have a reprint certificate link on the home page of the course. You will need to login as that student and launch the course. When prompted to return to the last page you were on, click CANCEL. This will take you automatically to the first page of the course where the reprint link will appear in the upper right corner.

If you have any difficulty with this process or have further questions, please contact technical support at 502-254-1506 between 8am and 8pm EST Mon-Fri.

Additional Q&A

Q: How can my company obtain the CSAA Five Diamond Central Station designation?
A: Once all of the operators within your organization have completed the CSAA Central Station Operators Level 1 or the CSAA Operator Level 2Online Training Course (formerly Level II), the central station can apply for the Five Diamond Central Station designation. Click here for more information.

Q: Can you tailor the CSAA Operator Level 2 Online Training Course for me?
A: No. These programs are intrinsically rooted in best practices, ANSI standards and field-tested operating procedures. Any variations are best addressed as an addendum in a hard copy before or after the CSO course. In most areas, the course clearly refers to the potential for special instruction as needed.

Q: Can I take the course and teach the course to my staff? Why not?
A: No. The benefits of these programs are:

  • Cost efficiency (you can’t teach a person any more cost effectively)
  • Consistency of learning (specific modular content where all elements are covered comprehensively)
  • Conformance (by randomly generated multiple quizzes, as well as a comprehensive exam)
  • Time savings (students can take the course at their leisure or at pre-specified time blocks. No need for make up in case of absence)
  • Certification by CSAA

In most instances, a student would most likely not have the structured nationally-recognized education that the Central Station Operators Online Training Levels 1 and 2 provide.

With these series you get stat-of-the-art, relevant, cost effective training, that virtually has become the gold standard. In-house education can then be more effectively focused on the particular needs and specialties you may have.

Q: How do I know my staff will understand the content?
Training modules in the CSAA Online series have “show me” and “learning bytes” providing audio-visual technology. The methods provide reinforcement in the core subject matter. As a student is taking a module, they are provided with regular “gate keeper quizzes” and are required to answer correctly before proceeding. If answered incorrectly, they are automatically placed at the beginning of that module. Upon successfully completing all the modules, the student is then allowed to take a final comprehensive exam consisting of approximately 40 randomly generated questions from a comprehensive Q & A pool.

A passing grade of 70% is required. Upon successfully passing of the exam, the student is automatically provided with a completion certificate. A fully-embossed copy is sent out at a no additional charge.

Q: I took the course and tried to pass the final exam several times but failed. What is my appeal?
A: The randomly generated multiple quizzes, as well as the final comprehensive exam, are regularly scrutinized and updated. Exams may be reviewed by the CSAA certification education body for specific content and type of questioning; however, may not be overturned. You will be allowed to take the course a second time with permission at no charge.