The Central Station Alarm Association (CSAA) recently reached an agreement with the Security Industry Association (SIA) to develop a web-based, on-line central station operator training program. The program will consist of eight modules and will be based upon the SIA/APCO "Train the Trainer" course. It is expected that the first module will be available in the summer of 2002.

The objective of the program is to provide a standardized and uniform vehicle for central station operator training in order to raise the standards of the entire industry.

In addition, it is believed that the program may help with some of the turnover issues, as well as training issues, which plague most central stations and call centers.

• An Overview of the Alarm Industry
• The Role of an Operator
• Industry Terminology
• Standard Operating Procedures
• Telephone and Communication Skills
• Personnel Issues
• Extending Great Customer Service
• Potential Problems and Solutions

SIA is providing the initial courseware development investment; subsequent fees for the courses will enable CSAA to continually upgrade existing courses and create new ones.

Pamela J. Petrow, senior vice president for information services/central stations for Vector Security, is heading up the CSAA Distance Learning Sub-committee, which is developing the course content.

"These courses will have sophisticated audio-visual components, as well as testing and certificate," explained Stephen P. Doyle, executive vice president of CSAA. "This project was several years in the development stage and will be available to all central stations, but with a significant discount for CSAA members."

"We want to thank SIA for their help and assistance in the initial stages of this program. Both CSAA's and SIA's former presidents, Ralph W. Sevinor and Marc Mineau, were committed to bring this project to fruition," added Doyle.