Standard Operating Procedures (SOPs) guide the way our operators handle emergency scenarios and ensure each signal is processed efficiently and meaningfully. Most PERS subscribers are at a vulnerable time in their lives where fast response times and empathetic customer service are essential to providing life-saving value. After decades of monitoring PERS devices, we’ve developed a streamlined process that allows operators to assess situations, send help whenever necessary and keep contacts informed.
Click HERE to download the PDF with our standard operating procedures
Standards Come From Lessons Learned
Keeping subscribers in mind, many eager dealers request to stray from our SOPs, wanting to provide a unique and helpful subscriber experience. While these dealers have good intentions, we have found through hundreds of thousands of PERS device events that the best way to help and service subscribers is by adhering to them. The procedures and the order they are put in might not seem integral at first glance. However, each exists because of the results from constant testing, structuring, retesting and restructuring. Below are three common ways dealers try to change the SOPS and why the changes shouldn't be made.
Calling Family First
Some dealers have requested that we get in contact with at least one family member before dispatching in every scenario, no matter the situation the subscriber is in. What we have found is most family members do not answer the phone the first time, if at all. Accounts that have five or six contacts on an account can take seven to eight minutes before dispatch is made. These are crucial minutes for subscribers who are often in fragile condition and waiting is simply not an option.
Calling Each Contact Twice
Another common change we see dealers try to make to the SOPs, is asking operators to make two attempts to reach each contact or preferring toggle over two-way communication. These are a few small details that can throw operators off track and keep them from performing optimally. They often require more operator time, end in more missed calls and don’t get help to subscribers any faster. In fact, our data suggests that contacts are 85% less likely to answer a second call if they did not answer the first. Keep in mind that we don’t leave contacts uninformed. In case no one answers, we send digital messages through Interactive Voice Response (IVR), email and even text notifications.
Determining The Position of a Moving Subscriber
The final way dealers try to change SOPs, is by requesting operators to use the locating technology in PERS devices to determine where a moving subscriber is heading. While the concept may seem sound, it reduces efficiency immensely. After an mPERS device is triggered, GPS coordinates are instantly sent to the central station. Operators use this information to help dispatch find the subscriber. After each action is taken on an account, the GPS location is updated, however, the operator only uses the most recent location to forward along. Requiring operators to open each map, determine how the subscriber has moved and determine where he or she may be headed is an impossible task that would take much more time than is available. During emergency scenarios, operators always speak to subscribers to have them describe their surroundings for a few reasons. First, this helps subscribers recognize they need to stay among the surrounding they described so they can be found. Second, it helps the operator provide a second level of verification for dispatch to find the subscriber.
What Dealers Should Know Before Signing On
Dealers who sign with AvantGuard can go in with the expectation that when a better, more effective way of handling issues arises, we will take it. But, that never means we will compromise the safety of subscribers or cut essential functions just to pinch pennies. We work efficiently and we work responsibly. Erring on the side of caution is always our standard when handling event scenarios. If a subscriber says all is well but feels light headed, or fell and got back up, we will always send help to make sure. The safety of subscribers is our number one priority, and will never be compromised. That’s a promise dealers can take with them before and after signing on with AvantGuard.
Learn how AvantGuard monitors for the PERS industry.
