Q & A

How does a Personal Emergency Response System (PERS) alarm work?

You will receive a little pendant that you wear either around your neck, on your wrist, or on your belt. It is water resistant so you can wear it in the tub or shower. If you need help all you have to do is push the button you are wearing. About 45 seconds later we will begin to have a conversation with you, either through the console that is plugged in at your house, or through your pendant, depending upon the model that you have. At this time you may say something to us like, “I don’t need an ambulance but would you please call my family member, neighbor or friend.” It may not always be a paramedic emergency so we are going to do try to do whatever it is you ask us to do. However, if it is more serious we would notify emergency services and/or begin calling the people on your contact list.  All of this happens within seconds of pressing your button.  You can see an actual video of the pendent in action HERE.

What are some reasons I should consider a PERS alarm?

It’s more than just calling 911 that makes a PERS alarm so valuable. With a PERS alarm you can get help with just the push of a button AND you are connected with a certified, caring professional who will be available to be with you throughout the emergency. We are also able to call your family, friends or neighbors willing to assist you as they are often able to get to you quickly and begin assisting you until emergency services arrive. Another very important reason is that it only takes a second to press the button on the medical alarm and sometimes a second is all a person has before passing out or going unconscious. There isn’t always time to get to a phone or call out for help.

I thought these things were Medical Alarms? Why call it “Personal Emergency Response System”?

While your PERS alarm can certainly be used for a medical emergency, its use is not just limited to medical emergencies.  Is there a stranger at the door?  Push your button, and have our operator on the line as you answer the door.  Is there a fire on the stove and the phone is upstairs?  Push your button and we can alert the fire department.  Do you need one of your contacts to come over and help you?  We can alert them to your needs just as easy.  You define the emergency – Personal-ized Emergency Response.

What happens if I am not near the alarm console and you can’t hear me?

One of the great features of the Linear system is that it was specifically designed to allow us to hear and speak with you from 2500 to 3000 sq. ft. living space. This means that we should be able to speak with you and hear you from any room in your home. However, there are times when you might be in an area of your home where we might not be able to hear you (or you hear us). In those cases where we receive an alarm signal from you but are not able to speak with you, we would immediately notify emergency services, or follow whatever pre-arranged instructions you have given us.  The main difference with the LifeSentry unit is that you speak into the pendant, so you will be much more likely to be able to communicate with the operator.

Couldn’t I just use a Cell Phone or Cordless Phone?

There are limitations to using a cell phone or cordless phone in an emergency. With both you need enough time to get them and dial 911. Also, with a cell phone, unless you are able to speak with the 911 operator they would not know where you are and it takes them extra time to determine your location. Cordless phones do not work if they are not charged or during power outages. A PERS alarm is just the easiest way to make sure you can get help anytime you need it whether you can speak or not.

What if I can’t speak with you?

Although our system does allow us to have two way voice communication with you it is not required in order for us to send emergency services. If you activate your alarm and are not able to speak with us, for whatever reason, we will send emergency services. You will still get the help you need because we will receive your alarm signal and we will notify emergency services or follow whatever pre-arranged instructions you have given us.

How quickly will you respond to my call for help?

It takes about 45 seconds, the length of time it takes to make a phone call, from the time you press your button for us to respond to your call for help.  You can see an un-edited video HERE.

Can I speak with you through my pendant or wristband?

The transmitters are designed to be worn at all times, including in the tub or shower. The Linear transmitters do not have two way voice capabilities so you would not be able to speak with us through them. The alarm console is specifically designed to provide the maximum voice range in your home. All you need to do in an emergency is speak loud and we should be able to hear you (in a 2500-3000 sq. ft. average home). However, if you activate your alarm and we are not able to speak with you we would notify emergency services or follow whatever pre-arranged instructions you have given us.

The LifeSentry transmitter is designed to speak directly through the pendant.  If you should go outside to tend the garden or get the newspaper, or down to the basement to take care of the laundry, rest assured that your LifeSentry pendant will enable you to communicate with our operator.  As always, if you activate your alarm and we are not able to speak with you we would notify  emergency services or follow whatever pre-arranged instructions you have given us.  We strongly advise you to test the range of your unit before using it however, to ensure that you know the functional range of the pendant.

What size are the transmitters and are they easy to use?

Our transmitters are small and very lightweight so they do not become bothersome.  Also, the buttons on our transmitters are recessed which makes it easier to press while helping to avoid accidental activations.  Actual photos can be seen here, along with dimensions and weights.

Who responds to my call for help?

Your call will always be answered by a live operator at our US based monitoring center. Our operators are CSAA certified professionals who have been trained to respond to your call. They will have your information on the computer screen in front of them, allowing them to personally identify you when you call.

I’d like both of my parents to use the PERS alarm, is there an additional fee?

There are no additional fees to have two people in the same home monitored. You will, however, need an additional pendant or wristband for the Linear unit which is a one-time fee of $35.  If you would desire an additional LifeSentry pendant, they are available for $100.

Do these systems work with VoIP or Digital Phone Services?

Yes it does, however we recommend the use of standard land line telephone service offered through a reputable telephone service provider. Although all telephone service is subject to service interruptions and outages, plain old telephone service is the most reliable. Voice Over Internet Protocol (VOIP) and DSL Telephone service may not be as consistent and reliable as a standard telephone service line. There is also the possibility that during an electrical power outage there may be no telephone service available which is usually not the case with standard land line telephones.

Is there a long term agreement?

No, after a short period of 90 days (18 months if leased), our agreement goes month to month and you may cancel anytime you’d like with 30 day notice. We issue refunds for unused months if you prepay for a quarter or a year.

I’d like to pay for this for my parents, is that possible?

Yes, we can bill you directly instead of billing your parents. We also offer convenient billing methods like auto credit card or auto debit to make it easier.

What happens if I accidentally set off my PERS alarm, are there any fees?

If you should accidentally set off your alarm that’s okay. Simply tell the operator who speaks to you that is was an accident. They will disconnect and no further action will be taken. There are no additional fees for false alarms.

How will emergency services get into my home?

After emergency services have been notified, we can immediately begin calling the contacts on your list if you desire. If you prefer, we have available a realtors-type lockbox where you can hide a key; in an emergency we would let emergency services know the combination so they can retrieve the key. You can see them HERE. Other options such as a garage door code are also good ideas.

You are asking for my personal health data on your PERS set-up information sheet. How do I know what you are going to do with it? What if I don’t want to give it to you?

Well first of all, you should know that you are not obligated to provide any information that you are not comfortable with providing.  The information that you provide will be used in the process of dispatching emergency services to your aid, should that be needed.  If you do provide any personal health information, please know that all of our staff is HIPPA compliant as well as has undergone background checks and are subject to random drug screenings.  We have always regarded the privacy of customer data, and that extends to the protection of information, medical or otherwise. If you are interested in seeing our Privacy Policy, you can click HERE.

What is the cost to get the system?

The cost of basic monitoring is just $24.95/month for monitoring. There are no activation, set-up, installation, hook-up or other fees. There’s no long term agreement and you can cancel anytime you’d like.  There is also a lease option that that does not require owning/purchasing the unit.  The monthly cost for the lease is $34.95 and does require an 18-month lease. Please contact our office for more information regarding costs as the unit prices vary with function.

Is there an activation, set-up, hook-up or installation fee?

For regular PERS units, No, you only pay $24.95/month ($34.95 if leased). There are no activation, set-up, hook-up or installation fees.  There is a small set up fee for the short-term unit.

Will my system still work if the power is out?

The systems have a built in backup battery that allow them to continue to operate during a power outage for up to 18 hours (and beyond in most cases). Once power has been restored the battery will recharge so it is ready for the next outage.

How is the system set up?

The standard systems are set up much like your telephone. You simply plug it into your telephone jack and into an electrical outlet. Whatever was in your telephone jack plugs into the back of the base unit.  Click HERE for a short LifeSentry setup video.  Click HERE for a short Linear setup video.

How do I make changes to my account information after I set up the system?

You can easily make changes by calling our office at (877) 392-6450 during our normal business hours. We can take most changes over the phone. However, if you are moving, please provide us with the new address and telephone number in writing 24 hours prior to your move so we can update your emergency services information.

Will my phone bill increase if I use my PERS alarm?

No – The system dials pre-programmed toll-free numbers.  There is no cost to you when placing the call.

Can I take the system with me if I move or want to visit my family?

Yes, our system is portable so you can take it with you if you move or go visit your family. All you would have to do is unplug it from your home and plug it back in wherever you are going. We will need to know your new address and telephone number prior to your move so we can update your information.

How do I receive the Personal Emergency Response System alarm?

Delivery is provided FREE when you order. Your alarm will be shipped to you via USPS or UPS, depending on where you live.

Does someone come out to install the system?

None of our system requires “installation” which is one of the reasons so many families choose them.  They are as easy to set up as plugging in a telephone. However, if you did run into a problem setting it up, you can call our office and we can walk you through the set-up and testing of your system at no cost to you. Click HERE for a short LifeSentry setup video.  Click HERE for a short Linear setup video.

I have a rotary phone line will it affect the system?

Not at all. Our system will work with either a rotary/pulse or tone telephone line.