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Monitronics Launches Alarm Response Center ‘Hero Award’

Emergency Operator, Installing Dealer, Family Dog Save Customer’s Life


Oct. 8, 2013 (DALLAS) - Alone in her home, choking on a piece of food and unable to speak or reach her nearby medical pendant, Monitronics customer Candace Lines needed help fast.
Thankfully, Mrs. Lines had three guardians: a reliable security system installed by Monitronics authorized dealer Alliance Security; Monitronics’ 24-hour alarm monitoring; and her German Shepherd Samantha, who’s trained to assist Mrs. Lines with daily tasks. Samantha recognized her master’s danger, reached for the medical pendant and pressed the panic button with her paw.
Monitronics Emergency Dispatch Operator Iliana Ibanez Rodriguez answered the call and took what she could hear on the other end as the warning needed to contact emergency personnel on behalf of Mrs. Lines, whose husband was at work at the time. Had it not been for the family’s advanced 2GIG two-way voice keypad, Iliana may not have been able to clearly hear Mrs. Lines’ need for help.
“I could hear the dispatcher asking if I needed help but I could not speak,” Mrs. Lines said. “When the paramedics showed up, I knew the quick response by Monitronics and Ms. Rodriguez saved my life. I can’t thank them enough for being there when I needed them most.”
For her immediate, thorough and professional response, Iliana received Monitronics’ inaugural “Hero Award” which recognizes operators and dealers whose actions directly lead to a customer’s life being saved. As a CSAA-certified operator, she has completed more than 96 hours of classroom training and 8 weeks of hands-on mentoring that prepared her for these types of emergencies.

The Alarm Response Center presented her with a signed certificate of appreciation from Monitronics President & CEO Mike Haislip, Vice President Operations Bruce Mungiguerra and Vice President of Monitoring Operations Darin Anderson. She also received a new identification badge with the Hero Award logo and a polo shirt displaying the Hero Award logo.

“World-class monitoring and swift response times are hallmarks of the Alarm Response Center,” Anderson said. “Iliana demonstrated Monitronics’ mission to protect our customers every hour, every day. We congratulate her on this award and use it as a shining example for our entire team of trained operators.”
Alliance Security, one of the nation’s fastest-growing home security companies, also received an honorary Hero Award plaque at their corporate office in Warwick, R.I.
Consistently among Monitronics’ top dealers, Alliance made Inc. Magazine’s 2012 Hire Power Awards list spotlighting businesses that are adding jobs and rebuilding the economy. Alliance is also on Inc. Magazine’s ‘Inc. 5000’ list of America’s 5,000 fastest-growing companies.
About Monitronics International, Inc.

A subsidiary of Ascent Capital Group, Inc., Monitronics is one of the nation’s largest and fastest-growing home security alarm monitoring companies. Headquartered in Dallas, it provides monitored home and business security system services to more than 1 million residential customer and commercial client accounts through its network of independent Authorized Dealers in the U.S., Canada and Puerto Rico. Monitronics’ 24/7 Alarm Response Center provides reliable and uninterrupted security monitoring service while consistently meeting or exceeding all UL, National Fire Protection Association and Central Station Alarm Association standards.


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