TMA/SDM 2022 Excellence Awards - Monitoring Center of the Year

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* 1. Please provide the following information

Award Contact Name

Company

Email Address

Phone Number

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* 2. Which Monitoring Center of the Year category are you entering?

Enterprise (40,001 subscribers or more)

SMB (0-40,000 subscribers)

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* 3. Is your organization Five Diamond certified? (15%)

Yes

No

What is your certification date?

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* 4. TRAINING AND EDUCATION - Please provide detailed information on your new hire and on-going training programs. Please specifically address content, testing, evaluation/analysis, and methodology. Share the qualifications and training for your trainers. Define additional training modules and target skill sets. Explain how you determine and address training and knowledge gaps over time. Describe how training programs are allocated and include any incentive programs that you have implemented around training. (10%)

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* 5. DISASTER RECOVERY - Please explain your center’s disaster recovery solution. Provide details relevant to its scope, how you train to the plan and how/when you test the plan. (Note: It is acceptable to submit a copy of the outline page of your plan.) (10%)

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* 6. USE OF TECHNOLOGY - Explain how technology is used to support business intelligence for monitoring operations; customer support; training; sales and marketing; HR; accounting; and, end users/subscribers. (10%)

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* 7. FALSE DISPATCH PROCEDURES/REDUCING FALSE ALARMS - Explain standard alarm procedures and how your monitoring center uses technology to reduce false dispatches. Outline your approach for identifying offenders and corresponding remediation. If applicable, identify any training programs that you have developed for key stakeholders, inclusive of employees, end users, or others. (10%)

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* 8. COMMUNITY ACTIVITIES - Detail how you help employees engage in community activities and causes. (10%)

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* 9. METRICS - Identify KPIs and frequency of reporting. Explain how these reports are used to manage day-to-day operations. (10%)

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* 10. EMPLOYEE RECOGNITION - Explain your center’s approach for recognizing employee excellence in areas of productivity, Q/A scores, attendance, etc. Provide information on any employee referral programs and retention bonus programs. (5%)

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* 11. QUALITY OF RECORDS (Alarm history, recordings, etc.) - Detail your center’s records retention process, including its approach for alarm history and phone calls. Explain how you use history to evaluate current challenges, productivity, and effectiveness. Lastly, how is history used to understand current business, customers, and employees? (5%)

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* 12. RELATIONS WITH AHJs - Explain how your monitoring center works with public safety to increase effectiveness, reduce false alarms, and increase awareness of industry trends, technology, and contributions. (5%)

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* 13. BUSINESS STRATEGY/CUSTOMER RELATIONS - How do you approach and manage communications with your customers? Share how your center solicits voice of customer? How do you keep them apprised of business developments, advancements, and new products or services? (5%)

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* 14. ENGAGEMENT WITH INDUSTRY GROUPS - Identify relevant industry association memberships that you center maintains. How does your company participate in or contribute to these associations? (5%)

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* 15. ADDITIONAL INFORMATION

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* 16. Optional: You may upload a PDF or image to accompany your application. (File size limit is 16MB)

PDF, DOC, DOCX, PNG, JPG, JPEG, GIF file types only.