Questions & Answers
When you activate your pendant or alarm we ask you if your call is an emergency. Our average response time to answer your alarm is 13 seconds.
If it is an emergency we ask you a few questions, then we briefly put you on hold while we contact emergency services. Once we get hold of Ambulance/Fire/Police we pass on information about you – such as your name, contact phone number, nature of emergency, location and lockbox number so they can get into your house.
While we’re talking to emergency services you are on hold. Once we have given them this information we take you off hold and conference call in the emergency service you need so they can talk to you directly.
Emergency Services will triage you over the phone to determine what action they take. Emergency Services decide whether to dispatch an ambulance, or whether to schedule a call back to you if an ambulance isn’t required.
While this is happening, we stay on the call. We can hear both sides of the conversation. If an ambulance is dispatched Emergency Services will most likely end their call but we will stay on the call with you until help arrives. We stay on the call so we can monitor any change in circumstance and keep you updated if necessary on when help will arrive.
During this time we will also call your Emergency Contacts if you’d like us to or if you’ve indicated this on your Response Plan.