Chris Newhook, central station manager at American Alarm & Communications, Arlington, Mass., is the winner of the 2014 Central Station Alarm Association’s (CSAA) Central Station Excellence Award for Manager of the Year. Newhook has 20 years of experience in the alarm industry, helping him to manage an immediate staff of 17 operators and three central station supervisors. His attention to detail and intimate knowledge of central stations makes him the perfect advisor for new employees. Newhook recently spoke with SDM to share his viewpoint on hiring and developing operators, as well as advice for other managers.
SDM: You hold CSAA Level 1 and Level 2 certifications, ESNT certification, and others. What is your opinion about the importance of continuing education in the central station business? What value does it bring to the business and to subscribers?