People who require living assistance or unexpected emergency help most likely want to maintain their independence. To do so, they can choose to live in an assisted living facility, or use a Personal Emergency Response System (PERS). The majority of people that fit in this category are seniors who have reached an age where falls become increasingly risky and often lead to hospitalization. A subset of this group are people of all ages who have rare health conditions that cause unexpected emergencies. People in this group benefit from having an button or device to activate in case of emergency.
There are a handful of PERS Device designs that function to deliver specific benefits to users. Some PERS devices are designed to function specifically inside the home to monitor a person’s living patterns like medication intake and movement throughout a home. Other PERS devices are mobile and allow users to travel as they normally would to perform daily tasks like shop for groceries, visit the park, or even make road trips. The tracking technology in these mobile devices allow the central station to pinpoint the users location to send help if necessary.
Because of the life-critical nature of PERS devices, Central Station Redundancy is a must have. PERS users live in unpredictable circumstances and cannot afford to go without service in time of need. A redundant infrastructure will include such features as multiple locations, immediate failover, dual communication paths and a host of automated services that ensure an entire signal load can be maintained by a backup site in case of emergency.
Is their failover procedure cold, warm, or hot?
How many points of redundancy do they have?
Are their locations UL-listed or TMA 5-Diamond certified?
Failover procedures determine how quickly calls are transferred from one pathway to another. In a cold failover system, failover is performed manually and often takes a matter of hours. Warm failover is less manual and hot failover is automated and immediate. Obviously when it comes to handling critical emergency signals, hot failover is the only acceptable model.
When it comes to redundancy, it’s not enough to merely have two of everything. The multiple points need to communicate and interact with each other. The primary points where central stations need redundancy are with physical locations, databases, firewalls, signal paths, power sources, networks, access switches, and uplinks to core infrastructure.
Central stations who work to achieve a UL-listing and become 5-diamond certified have made a significant investment to surpass the basic industry requirements. Each of the certifications is a source of third-party validation for the central station. There are literally hundreds of points for inspection in order to achieve these certifications.
Providing the best customer service experience for your customers requires choosing the right central station operators. We believe that there are three essential characteristics that each operator should have: empathy, attention to detail, and passion for service. It is incredibly important that each operator can put themselves in the shoes of the subscriber when things are going wrong. This helps motivate them provide quick and meaningful service when it matters most. Attention to detail ensures that procedures are adhered to, and service is consistent. When operators follow their action plans correctly, the best service results are obtained. And none of this would be possible if they don’t have a sincere passion for service. Operators work very hard to serve customers throughout each day and their motivation to help others makes the entire system run smoothly.