Monitronics dispatcher, family dog save woman’s life

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Monday, October 7, 2013

DALLAS—When Monitronics dispatcher Iliana Ibanez Rodriguez took a call from Candace Lines’ home, she heard nothing in response to her questions and knew something was wrong.

Lines had choked on a piece of food. When she couldn’t reach her medical pendant, her service dog, Samantha, stepped on the button to call for help. 

Rodriguez, a Monitronics dispatch operator, contacted emergency personnel, helping to save Lines’ life and earning the company’s first-ever Hero Award, the company announced recently.

“I could hear the dispatcher asking if I needed help but I could not speak,” Lines said in a prepared statement. “When the paramedics showed up, I knew the quick response by Monitronics and Ms. Rodriguez saved my life.”

CSAA-certified operator Rodriguez was given a new badge and polo shirt with the Hero Award logo, and a certificate of appreciation. 

“World-class monitoring and swift response times are hallmarks of the Alarm Response Center,” said Darin Anderson, vice president of monitoring, in a prepared statement. “Iliana demonstrated Monitronics’ mission to protect our customers every hour, every day.”

Monitronics dealer Alliance Security, which installed the system at Lines’ home, also received a Hero Award plaque.