CSAA Fall 20005 Ops Management Meeting

Fall Operations Management Seminar
October 3-5, 2004
San Antonio, TX

Sponsored by CSAA
Hosted by United Central Control
General Seminar Sponsor: GE MAS
Tuesday's luncheon sponsor: ABM Data Systems

TENTATIVE SCHEDULE

Theme: Focus on Training-Developing a Central Station Core Curriculum

Sunday, October 3, 2004

4:00pm– 6:00pm	Proprietary Central Station Meeting - Guest Speaker: Stan Martin, SIAC
6:00pm – 7:00pm	Informal Networking Hour

Monday, October 4, 2004

8:00am – 8:30am	Introductions: Pam Petrow, Vector Security
8:30am – 10:30am	Creating a Training Program: Terri Walker, Dice Corp. Design Execution Trainee Evaluations
10:30am – 10:45am	Break
10:45am – 12:00pm	Supervisor Training: Anna Tate, AutoZone Maintaining Positive Morale Recognizing Excellence
12:00pm – 1:15pm	Lunch Roundtables: #1 VoIP – Impact on Central Stations: Sascha Kylau, Sur-Gard #2 Reducing False Alarms: Stan Martin, SIAC #3 New Hire Screening Methods/Interviewing: Lisa Laboda, Vector Security #4 Effective Techniques to Improve Customer Service: Fred Lock, Universal Atlantic Systems #5 Technical Support from the Central Station: Carey McNeme, Network Multifamily
1:15pm – 2:15pm	Supervisor Training (cont.) Overcoming Operator Complacency: Lisa Laboda, Vector Security
2:15pm – 2:30pm	Break
2:30pm – 5:00pm	Supervisor Training (cont.) Dealing with Difficult Staff: Ty Davis, Southwest Dispatch Legal Considerations (HIPAA, Hostile Work Environment, etc): : Pam Petrow, Vector Security

Tuesday, October 5, 2004

8:00am – 10:00am	Creating and Operator Training Program: Joe Miskulin, State Farm Job Descriptions – Setting Expectations Company Orientation - Policies & Procedures Industry Overview Industry Lingo
10:00am – 10:15am	Break
10:15am – 12:30pm	Host Tour – United Central Control: Theresa Gonzales
12:30pm – 1:30pm SPONSOR: ABM Data Systems	Lunch Roundtables #1 VoIP – Impact on Central Stations: Sascha Kylau, Sur-Gard #2 Reducing False Alarms: Stan Martin, SIAC #3 New Hire Screening Methods/Interviewing: Lisa Laboda, Vector Security #4 Effective Techniques to Improve Customer Service: Fred Lock, Universal Atlantic Systems #5 Technical Support from the Central Station: Carey McNeme, Network Multifamily
1:30pm – 2:30pm	Operator Training (cont.) Alarm Signals/Events and SOPs: TBA
2:30pm – 2:45pm	Break
2:45pm – 4:00pm	Operator Training (cont.) Verification Techniques and False Alarm Reduction: Stan Martin, SIAC

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