Woman smiling surrounded by work team getting trained.

Our people make the difference

Building a team with the most highly qualified and trained personnel in the business is an ideal on which we were founded.

Two women wearing masks talking at computer desk.

Hiring

There is no stronger or clearer indication of a company’s sophistication and competitive strength than the level of expertise exhibited by its employees. We consider our service to be unmatched, and it begins with the most stringent hiring process in the industry. Only the top 3% of applicants are accepted here, and we require a minimum of two years of college-level studies or equivalent military service, full pre-employment screening including aptitude and behavioral assessments, drug testing, and background investigations.

Team training in classroom with computers.

Initial Training

All new employees enter a six-week corporate training program prior to certification. Initially, they participate in a classroom program focused on critical event and adverse situational training. Advanced training is then conducted in the monitoring center under the tutelage of a dedicated training staff. Employees learn how to respond to alarms and dispatch authorities in a supervised, interactive, hands-on setting. Final certification is cumulatively based on the employee’s test scores, quality assurance reviews, and successful completion of a series of simulated exercises designed to mimic actual response scenarios in real time.

Male coworkers at computer with the word quality.

Quality Assurance

Ensuring the service we provide is always of the highest quality is of extreme importance to us. Our Quality Assurance Team regularly reviews and reports on Specialists’ responses to calls and alarm handling. Management reviews the results with each Specialist, including successes and opportunities for improvement, all in an effort to continually improve service levels and develop our team members.

Skills graphic cloud with various aspects of business.

Specialized Skillsets

Our in-house Training Department provides on-going training for all Specialists as well as advanced modules on Two-way, PERS, mPERS, GPS, Video, SONITROL, Inbound Call Handling and Answering Service. We also offer a college-level Spanish language course and constant coaching on idiomatic and cultural differences among Spanish-speaking customers.

Promote From Within Mindset

Over 90% of our senior leadership started in the Monitoring Center. We believe in growing our teams with our most valuable resources: our current employees! No matter which department they start in, our dedication to training means all our employees receive the same training and are prepared to take their careers to the next level.