Protocols
This technique requires repeating back to the member the reason for their button press to confirm if help is needed.
What is reiteration?
When requesting time off, this is the first step taken.
What is requesting off in Proscheduler?
This device type can be taken on the go and used anywhere in the US
What are mobile devices
What you call when you can't log in for your shift
What is the Attendance Line
This is the first step you should always attempt before transferring or placing a service request.
What is troubleshooting?
This must be verified every 29 days
What is address and phone number?
This action must be done weekly to ensure correct pay and info?
What is checking your timecard in Workday?
This is the website we use to check Belle Plus batteries
What is Orion
This number of unscheduled hours in a 12-month rolling period typically triggers Step One of the Attendance Improvement Plan.
What is 40 hours?
When transferring to device support, what must you do first?
What is call the member on the premise?
During a medical alarm, you must obtain a clear verbal response confirming this.
What is that no help is needed?
We do not call on this type of medicine dispenser account.
What is NPU?
This type of device must be hooked up to a working phone line.
What is a landline unit?
This first step must be taken when having system issues with your equipment or programs.
What is reaching out to leadership?
This type of account is one that we only monitor for and do not service.
What is Care Partner
This direct question must be asked during a fall alarm.
What is “Did you fall?”
This action is taken when a member or responder wants a record of their history.
What is Rivet Escalation?
What unit is the Care Center unable to check the battery for if it has not updated in Aux/Rivet (including Seniors)?
What is Stride Watch
This type of account you cannot place a service request on.
What is an NPU account?
If a member says they fell and are unable to get up. What must be done?
What is send help?
When two people get one alarm, this is the person who takes it over in Aux and works it to completion.
What is whoever has the member on the unit or phone?
This unit type does not require a phone hookup, but must stay in the home.
What is cellular device?
This must be sent to your manager with every internet or power outage?
What is a screenshot (with address showing) of your outage?
If a member is government agency and wants a new unit, this step must be taken first.