Personal Emergency Response System

The Vendor is required to provide personal emergency response systems (PERS) services, defined as an electronic mobile device which allows single touch support for emergency services, are installed and maintained in the older adult’s home in the event of a fall or other medical emergency.
- Service authorization and termination
1. Authorization
•    Office care managers will order contracted services initially by sending an email to the provider agency.  
•    The email will provide basic information on an older adult in need of PERS services.  
•    More information about the referral is found in co-pilot, once the service order is accepted. 
•    The provider agency will respond within 2 business days via email to notify the office care manager as to whether they can or cannot fill the service order. 
•    If no response is received, the care manager will move to the next available provider in the interest of serving older adults in as timely a manner as possible. 
•    The provider will have 7 calendar days to complete installation and setup of PERS services in the consumer’s home. 
•    The provider will email the assigned office care manager when services have been installed and are operational.
•    Office will evaluate the older adult’s need for services periodically.  
•    This may change the services ordered.  
•    Providers must review new service orders in co-pilot and adjust services provided when notified. 
•    Service orders will be obtained by a provider and relayed via co-pilot only. 
•    Termination of service requests from office and other urgent communications are provided via email.
2. Termination
•    When a provider determines there is risk for discharge from service for any reason the office care manager will be contacted via email for discussion. 
•    If it is determined that the older adult must be discharged from service, then the provider will deliver oral and written notification to the client, responsible party and office care manager at least 10 business days prior to discharge.  
•    When an older adult or responsible party notifies a provider that they wish to terminate service, this must be communicated to office as soon as possible. 
•    Office must be provided within 5 business days following the date the provider was made aware of the request for termination of service.
- Communication and documentation
1. Communication
•    The provider will be expected to notify the office care manager via email when any incident involving the use of PERS services occurs. 
•    Notification should include the date and time the system was used and the outcome of the utilization if it is known. 
•    No change in service should be made without prior approval of office. 
•    Notification of change in agency ownership, name or status must be made in writing to office contract manager 30 days prior to the change.  
•    Any change in leadership and primary contact, including but not limited to the authorized signer and witness, must be provided to office contract manager as soon as possible but no later than 14 business days following the change.
2. Documentation
•    Each provider will have a written policy pertaining to confidentiality and sexual harassment.
•    All providers will have a policy to address personnel discipline, including the progressive consequences towards termination of employment.   
•    Provider shall make available to office upon request all internal client records and files relevant to PERS service, appointment records, employee records, communication logs, and provider policies.
- Compensation and billing procedure
•    Response to consumer testing and provider testing
•    Repair/replacement/maintenance 
•    24-hour staffing by trained operators of the emergency response center 365 days per year 
•    Self-auditing and quality control
•    Installation in the consumer’s home, including any needed phone jack modifications and devices 
•    Two-way voice communication 
•    An average range, waterproof, portable help button 
•    The ability to self-test on-line status of all functions 
•    Inactivity timer
•    Fall detection sensor
•    For use with cellular or landline.