Each year, The Monitoring Association (TMA) is responsible for acknowledging the excellence on display in central station monitoring. To achieve excellence in this field, organizations and individuals must exemplify the pinnacle of response times, alarm verification, customer service and contributions to the industry and the community.

The TMA Excellence Awards sets out to acknowledge any FM Approved, Intertek/ETL or UL‐listed monitoring center (TMA members) and the monitoring professionals who display an extraordinary level of performance in service to the customer, the community and the industry as a whole.

The Excellence Awards — sponsored by SDM — aim to emphasize the importance of monitoring center services, especially to the individuals who make substantial contributions to this specific service. Following are winners of the awards presented in four categories:

 Monitoring Center of the Year – Enterprise

Winner: ADT
Number of Employees: 13,000+
Number of Subscribers: 6 million residential; 800,000 non-residential

ADT operates three fully redundant UL monitoring centers in Rochester, NY; Knoxville, Tenn.; and Irving, Texas. The company says it manages an average of 19 million signals a week with an average acknowledgment time of 15 seconds for high priority alarms.

With over 650 full-time operators responding to all manner of life safety alarms, ADT says it fosters a culture of learning that prioritizes effective emergency call handling and employee mental wellbeing. The company offers courses that covers topics like compassion fatigue and burnout. ADT says its trainers are employees who were promoted from within based on their extensive operational expertise and training background. These employees must have at least two years of experience in training/coaching as well as at least 12 months of experience working in an inbound/outbound call center setting.

ADT says it takes a comprehensive and multifaceted approach to the recognition and celebration of employee excellence across various performance metrics. The company’s recognition initiatives aim to highlight outstanding achievements in areas such as productivity, quality assurance (QA), customer satisfaction and attendance. Recognition begins with internal communications. ADT employees receive weekly and monthly recognition emails. Furthermore, acknowledgment takes places during the company’s monthly town halls. Employees are individually recognized by their direct management during team meetings and huddles.

Additionally, ADT hands out the Circle of Excellence award to individuals embodying the company’s core values of urgency, accountability, collaboration, discretionary effect and the voice of the customer. The company also gives out the LifeSaver Award recognizing the employee’s positive impact on a customer’s life. Finally, the ADT Blue Bravo platform rewards employees for their contributions by offerings points which are redeemable for various things.

As for technology, ADT says it leverages business intelligence (BI) tools to enhance operational efficiency across all areas of its business. These BI tools allow for real-time tracking and reporting that allows ADT to make both tactical and strategic decisions based on the insights. The company says by utilizing historical and real-time data from sources including human resources, monitoring operations, alarm metrics, weather forecasts, social trends and local/national events, ADT can forecast schedules more accurately to optimize staffing levels. This optimization directly contributes to the company’s 15 second average response time.

Reducing false alarms is a top initiative for ADT. The company deploys ADT SMART Monitoring (SMART). ADT says that this has resulted in false alarms being reduced by more than half. Since being implemented in January 2021, ADT estimates 7 million false alarm notifications have been canceled.

ADT has played a role in shaping the TMA-AVS-01 American National Standard. Currently, ADT is piloting AVS-01 with several 911 ECCs/PSAPs. While not directly aimed at reducing false alarms, AVS-01 helps optimize how law enforcement allocates resources for alarm responses.

As a publicly traded company that provides critical life safety services, business continuity is at the forefront of ADT’s strategic and operational planning. The planning includes strategies to avoid disruptive incidents and rapid recovery procedures that mitigate operational disruption should an outage occur. ADT reports that it experienced zero outages in 2023.

ADT says its alarm monitoring architecture differs from traditional automation system redundancy designs. The company’s automation computing resources are located at two geographically dispersed locations that eliminate the possibility of a regional disaster simultaneously impacting more than one center. ADT’s load sharing architecture distributes alarm processing across four servers, two in each location. All four of the servers are sized to handle 100 percent of the alarm processing function, should that ever be needed.

ADT is involved with a number of social responsibility organizations. For one, the company has a program known as Safe Places which is dedicated to building safer and more sustainable communities. In Baltimore, ADT employees actively support Fight Blight BMore’s Hack Hub by providing technical resources and entrepreneurial education. They also install smart home security systems — donated by ADT — and create donation boxes for books and canned goods. Through Requity — an organization that aims to break down barriers between vocational education and the workforce — ADT empowers students at Carver Vocational Technical High School by offering trade skill education opportunities while simultaneously renovating blighted houses.

Requity not only provides an employment pipeline but also creates mentorship possibilities for ADT’s employees. On a national level, the company participates in community renewal projects such as cleaning local parks, gardens and other communal spaces. In Boca Raton, Fla. — where ADT is headquartered — employees collaborate closely with the YMCA to promote the development of safe communities that provide inclusive spaces for children and families to learn and thrive.

ADT is a member of The Monitoring Association (TMA), Electronic Security Association (ESA), Security Industry Association (SIA), Partnership for Priority Verified Alarm (PPVAR), and Security Industry Alarm Coalition (SIAC). At the leadership level, some of ADT’s senior executives have served as presidents of TMA and PPVAR. ADT associates currently hold key positions on the board of directors for TMA, SIA, SIAC and PPVAR, along with executive committee roles for SIA and TMA.

ADT says it believes that everyone deserves to feel safe. This foundational principle motivates the company to enhance its monitoring services and seek new ways to enhance the well-being of its customers, employees and the security industry as a whole. ADT believes it is at the forefront of efforts to elevate the safety of its communities.

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 Monitoring Center of the Year – SMB

Winner: Stealth Monitoring
Number of Employees: 2,000
Number of Subscribers: 4,708 non-residential

Stealth Monitoring operates six monitoring centers and averages 35 million signal per week. As for average response time, Stealth Monitoring says its escalation to dispatch time is less than five minutes. This is defined as the time a signal is escalated to the time an operator begins to dial the first call to a guard/police department.

Stealth Monitoring has just over 1,100 full-time operators. The company says all new hires start with an orientation and training session that serves as an introduction to the monitoring platform. During this session, they receive a training qualification sheet that contains specific information on how to process an alarm and how to properly enter an event. The target skill set is multitasking and recall ability for monitoring success.

For employee recognition, the company gives out the Living Our Values award to recognize the achievements, dedication, and hard work of employees that go above and beyond. Stealth Monitoring also uses its monthly town hall meetings for its executive chairman to recognize employees in front of the entire company.

Stealth Monitoring has developed a sophisticated alarm management system to mitigate false dispatches effectively. The company’s layered approach integrates advanced technology and quality assurance to ensure that alarms are genuine and require action. At the core of the system, alarms triggered by motion detection undergo preliminary analysis by an artificial intelligence (AI) that was built in-house and leverages the company’s camera network. The AI discerns between various objects and behaviors, singling out potential threats such as intruders, fire and behaviors indicative of crime (vehicle casing, theft, fence climbing, etc.). Verified alarms are then passed to trained operators for further validation and, if necessary, escalation to Stealth Monitoring’s supervisors for a dispatch decision.

To further refine its system’s accuracy, Stealth Monitoring implements several preventative measures. Its monitoring teams regularly adjust camera settings and review AI performance to minimize false positives. The company employs machine learning algorithms to monitor camera output anomalies, with human analysts promptly addressing any irregularities. The company’s computer vision models conduct bi-daily (twice daily) camera assessments to maintain optimal operation and visibility. Additionally, the company has comprehensive training programs in place for all employees, enhancing their ability to discern true emergencies from false alarms effectively.

Stealth’s monitoring systems provide valuable data to enhance business operations in various areas. The system generates daily reports that highlight areas of focus for its mentoring operations. Efficiency reports are generated to demonstrate the effectiveness of the monitoring station during all shifts. This helps to assess staffing levels and identify areas where additional or fewer resources may be required. Efficiency reports at an individual level are used to determine how efficiently personnel are processing events, identifying issues that require escalation, and making sound decisions. Alarming reports are also used to identify service issues where sites and cameras are not alarming enough or are inundating the center with unnecessary alarms.

Stealth’s customer support team can also generate monthly reports for customers that show the number of events, alarms, callouts and police dispatches. Video retrieval and incident reporting are done using the monitoring system in conjunction with the NVR recordings. Personnel can track what alarms came in, how quickly they were attended to, and what action were taken by the operator.

Stealth offers a community program called Give 2 Day. The purpose of the program is to provide its employees with the opportunity to take part in community activities twice a year without having to use their regular time off. One of the biggest community events that Stealth participated in last year was the Toys-for-Tots Drive, a program run by the United States Marin Corps Reserve. The program distributes toys to children whose families cannot afford gifts at Christmas. The Stealth team was fortunate enough to donate a significant number of gifts to the cause.

Stealth also engages with the Washington, D.C. Area New Automotive Dealers Association (WANADA). WANADA’s primary mission has been to represent and promote the retail automobile business in the Washington Metropolitan area. Through a wide range of community programs and events, public policy and industry representation, and ongoing dealership management and benefit programs, WANADA and its franchised new car and truck dealer members are well positioned to meet the challenges of a booming regional economy and industry in transition. Stealth is involved with the local leadership and are working closely with the organization to provide alerts to its customers on trends in automotive crime and deterrents.

The company also supports the National Automotive Dealers Association (NADA). NADA is the national voice of franchised new-car dealerships, their employees and their customers. Founded in 1917 when 30 dealers came to Washington to successfully oppose a luxury tax on vehicles, NADA continues to work on the behalf of its 16,000 plus members within all branches of government, car and manufacturers, the media and the public. Stealth is a participant in the organization’s national tradeshow and convention, speaking with member attendees and other vendors about the services Stealth provides and the trends it sees related to crime, operational loss and how its solutions can help them drive down losses and benefit their overall business.

Herb Kelton, general manager, Stealth Monitoring, says, “Over the past year, there have been over 2,000 deflections, 340 police arrests, and dispatches for both license plate numbers as well as for fire and police. We’ve reportedly maintained a 99.3 percent effectiveness rate. Additionally, there have been 9,000 police dispatches for Stealth Monitoring. The police have praised our team, saying, ‘You guys are legit. When you guys dispatch, we know it is the real deal.’”

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 Manager of the Year

Chalifour’s contributions have had a significant impact on the monitoring center, the organization and the community.

Erik Chalifour began his career with TELUS in 2010. His journey within the organization has been marked by a progressive and diverse set of roles, showcasing his development and contributions over the years. He initiated his career with a solid foundation in mobile patrol, gaining practical experience and insights into this specific facet of security. As his career continued to evolve, Chalifour assumed the role of a supervisor for monitoring agents, demonstrating leadership by overseeing the performance and activities of a monitoring team. Currently, he holds the position of manager — agency & monitoring support. This progression reflects Chalifour’s growth from hands-on operational roles to leadership positions, exemplifying his ability to navigate diverse responsibilities within the organization.

Another significant part of Chalifour’s responsibilities involves leading a team dedicated to false alarm reduction. This team, under his supervision, employs methods such as manual review, customer contact, and automation to mitigate false alarms. In 2023 this program reduced over 60,000 false alarm dispatches. Chalifour also oversees TELUS’s Event Response Program. After the initial monitoring interaction with the customer, this program offers an exceptional level of after care for customers who have had a confirmed fire, burglary, or medical incident.

Chalifour plays a crucial role in the training process of operators. His responsibilities include identifying skills and knowledge gaps among employees, assessing their current performance to determine areas that require additional training, and setting training objectives. Based on the specific skills and knowledge needed for his team members, Chalifour selects or recommends appropriate training programs. He also encourages employee participation and monitors their progress throughout the training process. After the training is completed, Chalifour evaluates its effectiveness and identifies areas for improvement to ensure continuous development and growth within the team.

Chalifour oversees employee development and retention of the monitoring center workforce through various strategies and initiatives. He starts by conducting monthly one-on-one meetings with team members to provide an overview of their overall performance and address any concerns or areas for improvement. Quarterly goals setting sessions are held to establish both personal and business goals for employees. Additionally, quarterly touchpoint sessions are conducted to update the Employee Development Plan, which outlines career goals, strengths, weaknesses, and areas for development.

To identify and acknowledge top operators, Chalifour utilizes several methods: He conducts annual performance evaluations are conducted to assess individual performance and provide feedback; he implements mentorship and coaching programs to support and guide top performers; and finally, he offers development opportunity programs such as BADP (Business Analyst Development Program), LDP (Leadership Development Program), and SME (Subject Matter Expert) to provide growth opportunities.

During a recent major outage, Chalifour demonstrated exceptional leadership and maintained quality service levels in the monitoring center. As he was on standby, Chalifour quickly logged back in after his workday to coordinate with team members from various internal departments. He took immediate action by activating the emergency call list, drafting and distributing temporary procedures and work methods, and overseeing customer notification on the IVR (Interactive Voice Response) system. Chalifour’s extensive experience in the industry and technical knowledge played a crucial role in guiding the team members through the outage. He provided specific and clear action plans, equipped them with call scripts and frequently asked questions (FAQs), and ensured they were prepared to address customer inquiries and provide reassurance. Despite the challenging circumstances, he remained calm and effective, leading the team with confidence and expertise.

Throughout the night-long outage, Chalifour tirelessly worked alongside the team, ensuring that all necessary steps were taken to restore service and maintain quality standards. His dedication and commitment to resolving the situation were evident as he was the last one to leave. By taking swift action, providing clear guidance, and remaining composed during the outage, Chalifour exemplified strong leadership and upheld quality service levels in the monitoring center. His ability to navigate difficult situations and support the team contributed to the successful resolution of the outage and the continued satisfaction of customers.

Sophie Gravel, director monitoring, TELUS, says, “Chalifour’s progressive development, introduction of individual goals, involvement in industry associations, commitment to community outreach, exceptional leadership in challenging situations, and improvements to subscriber offerings make him a deserving candidate for the TMA Monitoring Center Manager of the Year. His contributions have had a significant impact on the monitoring center, the organization, and the community as a whole.”

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 Operator of the Year

Image courtesy of COPS Monitoring

Winner: Brenda Eichfeld
Company: COPS Monitoring
Title: Advanced Level 6 Operator/Dispatcher
Tenure at company: 25 years

Eichfeld consistently provides outstanding customer service and goes above and beyond.

 Brenda Eichfeld eagerly fills in for COPS Monitoring shift managers when needed, but she enjoyed being a dispatcher. She is presently an Advanced Level 6 dispatcher in the company’s Mobile PERS division, which caters to people who require assistance either at their homes or at a mapped GPS location. She also handles COPS Monitoring’s mobile alarms for individuals who may need help while delivering products, as well as car accident assistance and other related services.

Eichfeld is an exceptional employee who consistently provides outstanding customer service. She has won multiple internal awards for her excellent work, including the company’s Outstanding Customer Service Award. Eichfeld has been nominated many times for COPS’ Chairman’s Award program, and last year she received the most prestigious honor of being named the Top Chairman’s recipient. This award recognized her for going above and beyond for the company’s customers on numerous occasions.

Once, Eichfeld had to deal with a concerning situation that involved a delivery driver who was using a mobile product. The driver had gone to deliver an order to the customer’s location, but the customer expressed dissatisfaction with the order by pointing a gun in the driver’s face. Fortunately, the driver was able to leave and trigger their panic button. This action alerted Eichfeld, who remained calm and professional throughout the situation. She quickly took the necessary steps to ensure that the driver remained in a safe place and proceeded to calm them down so she could gather all the necessary information about the suspect and dispatch the police. Without Eichfeld’s experience, professionalism, and empathetic demeanor, the driver may not have been able to provide the necessary information or put themselves back into a dangerous situation. Thanks to the information she provided, the police were able to respond quickly to the location and apprehend the suspect.

In November 2023, Eichfeld handled another alarm call where an elderly customer was in a state of confusion and waiting for his son to arrive at his house at 3 a.m. Despite the customer insisting he didn’t need anyone’s assistance, Eichfeld kept him on the phone and prompted a co-worker to contact his son in real-time to inform him of the situation. The son explained that his father had been experiencing confusion recently and was not expected until later in the morning. She assured the son that they would be there for his father if he hit the alarm button again and would provide any necessary help. After ending the call with the son, Eichfeld spoke with the elderly customer again and was able to help him fall back asleep within minutes.

Eichfeld’s compassionate and caring nature extends to each subscriber she assists with their alarms. Melissa Smith, vice president of quality and culture, COPS Monitoring, says, “She also displays care towards her managers and fellow dispatchers. She is an asset to the alarm industry, ensuring the safety of subscribers every day through her dedication and concern. For her true care, concern, and commitment to the safety of customers and employees, we proudly nominated Brenda for TMA’s 2024 Operator of the Year.”

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 Support Person of the Year

Image courtesy of ADT

Winner: John Turner
Company: ADT
Title: Senior Unit Manager — Care Support Monitoring
Tenure at company: 18 years

Turner’s multifaceted contributions, including implementing best practices, spearheading crucial projects, and optimizing staffing during emergencies, highlight his exceptional impact.

John Turner is the senior unit manager, care support monitoring, at ADT. He has served in this position for the past 17 years. Turner’s tenure reflects a wealth of experience and a commitment to advancing within the field. Throughout his career at ADT, he has actively contributed to multiple projects, highlighting his dedication and expertise in the monitoring domain. Turner brings forth a wealth of experience in the security industry. Over his tenure, he has earned multiple industry certifications, solidifying his expertise. Notably, Turner has actively participated in projects aimed at advancing the security industry, exemplified by his leadership role in AVS-01.

In his current role, Turner is responsible for the oversight of multiple monitoring teams within the monitoring department. His accountability extends to ensuring these teams can deliver 24/7 coverage while meeting center KPIs; are well-versed in current policies and procedures; equipped with the necessary training; and have access to the required tools for providing customers with a seamless monitoring experience. Additionally, Turner shoulders the responsibility of spearheading various high-priority projects across all the monitoring operators.

Turner plays a pivotal role in supporting the monitoring center, engaging in diverse responsibilities encompassing day-to-day operations, the formulation and implementation of best practices, and spearheading high-priority projects. His impact is tangible, notably seen in the introduction of various best practices, such as the establishment of a feedback loop process for the reliability metric within the monitoring center. Adopting an initiative-taking approach, Turner reviews daily absences and disseminates a comprehensive spreadsheet to his team manager direct reports. This initiative guides them in actively engaging with team members to understand the reasons behind absences, fostering discussions on compensatory measures during periods of staffing shortages. This approach not only promotes effective communication but also contributes significantly to positive impacts on attrition rates.

Turner took on a leadership role in the crucial AVS-01 rollout and training project in 2023. His collaborative effort led to the successful initiation of AVS pilot programs. The triumph of these pilot programs paved the way for widespread adoption, with John at the forefront of this transformative initiative.

Jessica Stilp, unit manager, care support CDesign & Comms, ADT, says, “John’s multifaceted contributions, including implementing best practices, spearheading crucial projects, and optimizing staffing during emergencies, highlight his exceptional impact. His positive attitude, collaborative problem-solving, and unwavering support for team goals exemplify his leadership. Additionally, his pivotal role in high-profile projects like the launch of ADT’s new CRM tool and Smart Home Security System exemplifies John’s leadership and transformative impact as a change agent for ADT Monitoring. His exemplary leadership, critical thinking skills, and commitment make him an outstanding candidate for TMA’s 2024 Support Person of the Year.” 

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