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Operations Management Seminar
Sponsored by CSAA and Centex Home Security

Central Station Employees: Hiring, Training, & Retaining

November 8-10, 2001

Doubletree Hotel Dallas-Campbell Centre
8250 North Central Expressway, 
Dallas, TX 75206 
Tel: (214) 691-8700; 
Fax: (214) 706-0187
 

Registration Deadline: October 23, 2001

Updated 10/02/01

Operations Management Seminar Information:


General Information

The seminar will take place Thursday-Saturday (November 8-10) in Dallas, TX. 

The sponsors of this seminar are the Central Station Alarm Association (CSAA), the Security Industry Association's (SIA) Monitoring Interest Group, the National Burglar and Fire Alarm Association (NBFAA) and the Monitoring Section of the Canadian Alarm and Security Association (CANASA).

Our host is Centex Home Security.

This series of seminars are designed for the operations people working for or delivering services to central stations. 

Registration is open to any interested party and non-members are encouraged to participate. Please see the registration form below for more details. 

The format is interactive with classroom lecture format as needed. 

The goal of these seminars is to provide a forum for networking and open dialogue among central station operation professionals.

Cooperation is the key and international sharing of information is a critical element for the growth of our industry. 

Please plan to attend and share your valuable experience and information with your peers. 


Tentative Schedule

Central Station Employees: Hiring, Training, & Retaining

Thursday, November 8, 2001

  • 1:00 PM: Call to Order
    Craig Leiser, Kismet Group, Ltd.
  • 1:15-1:45: Introduction of Attendees and their organizations 
  • 1:45-3:30: The Hiring Process
    Craig Leiser, Kismet Group, Ltd.
  • Table of Organization
  • Job Descriptions; Career path and growth opportunities
  • Advertising the position; When, where, how, and what to say
  • Executive Recruitment:
    Don Larsen, Larsen International
  • Scheduling the interview; Convenience and promptness
  • Conducting the interview; Setting the stage, Multiple interviews, what to say and what not to say
  • Evaluating the candidate
  • Making the offer, Set an acceptance window
  • 3:30-3:45: Afternoon Break
  • 3:45-5:00: Screening the candidate prior to employment 
  • State licensing requirements, single/multiple agencies

  • Fingerprinting

  • Security clearance

  • Operator training

  • Written evaluation testing
    Rick Solie, PEI, Inc.

  • Physical exam

  • Psychological testing

Friday, November 9, 2001

  • 8:00-10:30: Visit and tour of Centex Home Security (J.P. Shull)

  • 11:00-11:15: Morning Break 

  • 11:15-12:30: Operator Training
    Judy Martins
    , SAI

  • SIA/APCO (or other); Company standard, Customer requirement, License requirement

  • Trainers; Exclusive assignment, other duties

  • Facilities; On site, dedicated, on-the-job

  • Simulation; Video, audio, CD Rom

  • Duration; Basic, advanced, full-schedule

  • Performance evaluation; Corrective actions

  • Certification; SIA/APCO, NBFAA, other

  • 12:30-1:30: Lunch and Roundtable Discussion

  • 1:30-3:00: Supervisors 
  • Selection criteria
    Craig Leiser, Kismet Group, Ltd.
  • Training process
    Judy Martins, SAI
  • Evaluation and enhancement of skills
  • 3:00-3:15: Afternoon Break 
  • 3:15-5:00: Employee Retention (Workshop)
  • Employee Compensation; Starting, increases, period
  • Responsibilities, Titles, and Growth
  • Absenteeism
  • Schedule maintenance
  • Facilities
  • Rewards and recognition
  • Recruitment bonuses
  • Dress codes
  • Other issues from ACCENT comments and questions
  • Evening:  Group Dinner

Saturday, November 10, 2001

  • 8:00-10:00: Equipment Issues from ACCENT Inquiries  (Workshop)
  • Voice recorders
  • Receivers
  • Two-way voice
  • Dealer interface software
  • Power supplies and backup operations, UL Requirements
  • Printers
  • Data retention, What materials, how long and where?
  • Internet monitoring
  • 10:00-10:15: Morning Break
  • 10:15-12:00: Procedural issues from ACCENT (Workshop)
  • Notification of contact list
  • Response time criteria; Benchmarking and target setting
  • Standard Operating Procedures; Administrative enforcement
  • UL Operating procedures
  • Backup/alternate path monitoring: Radio, cellular, and internet
  • Training needs
  • Service call management
  • Attrition measurement and response

Cost

  • CSAA Member: $295.00 [Includes the program, seminar materials and Lunch]

  • Non-Member: $395.00 [Includes the program, seminar materials and Lunch]


Course Registration

Registration Deadline: October 23, 2001

Click here to download a registration form (.pdf)


Hotel Information

Doubletree Hotel Dallas-Campbell Centre
8250 North Central Expressway, 
Dallas, TX 75206 
Tel: (214) 691-8700; 
Fax: (214) 706-0187
 

Cut-off date to make your Hotel reservation is October 25, 2001. 

The Doubletree Hotel Campbell Centre is centrally located near an array of Dallas attractions: North Park Center, home of Neiman Marcus, the Greenville Avenue entertainment district, the new DART rail connecting Downtown Dallas’ convention center and West End, the North Dallas business district, and the Galleria mall. 

Each of the 300 oversized guestrooms and suites features 2 phones, voicemail, dataport, work desk, cable TV, Sony Playstation, iron, coffee maker and hair dryer. 

The hotel also has 4 restaurants. 

A special conference room rate of $99.00 (plus 18% total occupancy tax) has been arranged with the hotel. 

Please contact the hotel directly and tell them you are attending the Central Station Alarm Association Meeting for receive our conference rate.


This seminar series was created to provide information to central station management personnel regarding new technology and personnel management issues. 

Initially the seminars were presented in lecture format, but have developed into an interactive networking group of peers.

If you are not on the ACCENT Listserver - you should be - if you are not networking with your peers you are missing out on a valuable resource - other folks in your same situation who have been there, done that!

If you have already attended one or more of the management seminars we thank you for your contribution. This is your group and it works because of you. Keep the ideas coming and continue to participate.

REMEMBER: This is the only forum like this where you can network with your peers and discuss issues that impact your day to day central station management. The information is important and the networking is incredible. 

For questions and more details, e-mail Suzanne Gerhart-George at meetings@csaaul.org or call 703.242.4670, Ext. 15.


 

 
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Central Station Alarm Association
440 Maple Avenue East
Suite 201
Vienna, VA 22180

Tel: 703/242-4670
Fax: 703/242-4675

E-mail: communications@csaaul.org

© 2000 Central Station Alarm Association

Updated 10/02/01



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