SPService Point TECHNICIAN TRAINING
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PERS TECHNICIAN TRAINING

Know the job.
Own the visit.

Build the knowledge and confidence to prepare for each visit, install and test the equipment, complete the required paperwork, and properly close out the job.

Start here →Equipment courseField referencePaperwork courseFormsFAQFirst-job reviewFinal quizWebsite feedback

QUICK TECHNICIAN HELP

Search the technician FAQ

Enter a question, equipment name, form, job type, or problem for quick access to the answer.

TECHNICIAN LOGIN

Log in to continue

Use the same name and email each time. New technicians will begin or resume required training. Technicians who have completed training will open the full reference website.

PHONE-FRIENDLY TRAINING

Complete training in order

Follow steps 1–5 for required training. Enter your name and email first so your progress can follow you across devices.

JUMP TO A REFERENCE · FIELD USE

ALWAYS-READY CHECKLISTS

Quick appointment guide

Open full checklists →
BEFORE HEADING TO THE APPOINTMENT
  • Confirm the work order, brand, job type, address, and appointment.
  • Pack the assigned equipment, accessories, backup equipment, and correct forms.
  • Know the required contact, activation, testing, and dispatch process.
BEFORE LEAVING THE COMPLETED APPOINTMENT
  • Confirm the required test is complete and successful with a live agent.
  • Explain range testing to the subscriber and finish signatures, dates, serials, notes, and uploads.
  • Report the appointment result and required follow-up in your dispatch channel.

WELCOME TO SERVICE POINT

Start every visit with the right standard

Your first jobs may feel like a lot to remember. This training gives you an approved path to follow. Your job is to arrive prepared, treat the subscriber and their home with care, complete the work safely, and leave a clear record of what happened.

YOUR ROLE

Be professional, follow the assigned work order, install only approved equipment, test the complete system, teach the subscriber, and communicate the result. When something does not match, pause and ask—do not guess. Business-casual dress is required.

TIME-SENSITIVE ORDERS

Every order needs a timely, documented update

48 hours

Provide the first documented update in your assigned dispatch channel within 48 hours of receiving the order. If no update has been reported, the Service Point team will contact you for one.

3–5 business days

Complete the installation within three to five business days of receiving the order unless an approved, documented barrier prevents completion.

3 attempts minimum

Review the entire ticket and contact the primary number and all available alternate numbers. Make at least three contact attempts when needed and report each result in your assigned dispatch channel.

More than 1 week out

If the subscriber requests a scheduled date more than one week away, report the date and the subscriber’s explanation in dispatch so Service Point can update the agency. These installations are time sensitive.

DISPATCH UPDATE GUIDELINES

Every update must provide a clear job record

  1. Subscriber: Full first and last name and CRM number.
  2. How? Call, text, door knock, or other approved method.
  3. What happened? State the exact result, such as: left voicemail, no voicemail option, voicemail full, number out of service, wrong number, spoke with subscriber, or appointment scheduled.
  4. What is next? Next attempt, help needed, delay reason, or scheduled appointment.
  5. Where? Post it in your assigned technician dispatch channel. A private message or phone call alone does not update the job record.

Privacy: Use only your assigned private technician dispatch channel for job information and completed SIFs. Never post subscriber details, medical information, or paperwork in a public or general Slack channel. Include only what is required to complete and document the job.

Timing: Post the first update within 48 hours. Slack timestamps updates automatically; include the attempt date and time only when documenting an attempt that was not posted when it occurred.

Contact attempt: Subscriber full name · CRM number · Primary and each alternate number · Call/text/approved door knock · Exact result · Next step

Scheduled: Subscriber full name · CRM number · Appointment date · Reason if scheduled more than one week out

Delayed: Subscriber full name · CRM number · Waiting on inventory, travel/personal, vehicle, or weather delay · Expected follow-up date
01

Know the job before you go

Read the entire work order. Confirm the program, job type, address, appointment details, contact instructions, assigned equipment, and required paperwork before traveling.

02

Communicate clearly and on time

Call the main number first, then supplemental contacts unless instructed otherwise. Report every attempt with the subscriber’s full name, date, and factual result in your assigned dispatch channel.

03

Bring the right equipment—and a backup

Verify the model, accessories, condition, and paperwork before the visit. Always bring appropriate backup equipment in case an approved change is needed while onsite. Be prepared to resolve the visit without a return trip, but never substitute equipment or use another model’s procedure without approval. Any device change from the original order must be approved by Activations, not the Service Point dispatch team.

04

Respect the subscriber and home

Introduce yourself, explain the visit, protect the work area, keep cords and walking paths safe, and use subscriber information only for the assigned job and approved workflow.

05

Activate and install safely

Use the correct activation route and attach the Unit ID or CSID before installation. Use a direct wall outlet—never an extension cord or three-way adapter—for safer, more stable power, and choose a safe location with reliable service. Do not install the unit beside a television, microwave, or other loud appliance; noise can prevent the subscriber and live agent from hearing one another.

06

Test and teach before leaving

Confirm the device has sufficient signal, then complete the required test with a live agent. Explain range testing to the subscriber; technicians do not perform the range test. Show the subscriber how to use, charge, wear, and test the equipment.

07

Make the paperwork complete

Record the CSID or Unit ID accurately and legibly on the correct form. Collect required signatures and dates, and upload clear, readable documents or required proof photos.

08

Pause, document, escalate

If the work order, equipment, activation, testing, or paperwork does not match, stop and document the exact issue. Contact Service Point dispatch before continuing or closing the job.

BEFORE YOU BEGIN

What “job complete” means

The correct system is installed and tested, the subscriber knows how to use it, and all required paperwork or proof is readable and submitted. Report the appointment outcome; Service Point reviews the documentation before marking the work order complete.

EQUIPMENT TRAINING COURSE

Learn the units before the visit

Complete these lessons in order. Each lesson explains how to identify the equipment, set it up, pair accessories, and teach the subscriber.

0 of 11 lessons complete
Every installation begins the same way
  1. Call the main number first, then supplemental contacts unless the work order says otherwise.
  2. Post the subscriber's full name, CRM number, and call result in your dispatch channel so notes are applied to the correct order.
  3. At the home, call Activations to attach the Unit ID/CSID to the account.
  4. Use a direct wall outlet—never an extension cord or three-way adapter.
  5. Complete the approved checklist and upload the completed forms to your main dispatch channel.
Call Activations only after confirming the subscriber is home. Activation must be completed inside the home unless advance activation was specifically approved.
Water protection is model-specific. Do not tell a subscriber that a wearable is waterproof unless the approved instructions for that exact model say it is. Confirm whether it is waterproof, water-resistant, or must be kept dry before explaining shower, bathing, or swimming use.

Know it: Lifeline and Connect America–AMAC both use this unit; the serial number identifies the brand.

Install and pair

  1. Plug the unit directly into a wall outlet and turn it on.
  2. Hold the Test and Message buttons together until the unit beeps.
  3. While holding them, press and hold the pendant button until the unit announces “Paired.”
  4. Confirm every checklist step before closing the visit.
Pendant check: Fall-detection packaging says FS906. A regular personal help button says HALO906 on the back.

Know it: CA Core is the primary current provider, though CA–AMAC has used it. The fall-detection pendant also works with Mytrex Landline.

Pair a pendant

  1. Press Reset once. Listen for “LTE signal strength, system ready.”
  2. Press Mode twice.
  3. Press Help twice.
  4. Press the new transmitter. Listen for “Zone [number] device paired.”
  5. Press Reset.

Remove all pendants

  1. Press Mode three times.
  2. When prompted, hold Help until the unit announces the wireless help button was deleted.

Know it: Lifeline is the only provider listed for this device.

Connect and pair

  1. Plug the subscriber's phone cord into the console's Phone jack.
  2. Plug the provided cord into the console's Line jack and the wall phone jack.
  3. While turning the unit on, hold the red Help button to bypass customer mode.
  4. Hold Reset until the console beeps. Keep holding Reset and press the pendant.
  5. Listen for the second beep confirming the pendant is paired.
Pendant check: Fall-detection packaging says FS312. A regular personal help button says 312 on the back.

Know it: CA Core and CA–AMAC offer this landline unit. Serial numbers identify the brand. Each zone holds four buttons.

Clear and pair pendants

  1. Press T/L once, then press Help five times.
  2. On the sixth Help press, hold it until the unit announces “Transmitters cleared.”
  3. Press Reset once, T/L once, and Help once.
  4. Press each pendant once. The unit beeps loudly for each learned pendant.
  5. Press Reset to finish.

Know it: All brands offer this style; serial numbers identify the brand.

  • Install the AT&T OTG unless the work order specifically says Verizon.
  • If the work order calls for FD/fall detection, ask Activations to enable it in the unit.
  • Complete activation, live testing, charging instruction, and subscriber education before leaving.
Watch the approved installation video ↗

Know it: The gray Micron uses the same setup as the regular OTG and includes its own belt clip. It is available only on AT&T.

  • Follow the regular OTG setup and testing process.
  • For Lifeline and CA–AMAC, a regular AT&T OTG may be supplied or approved in its place based on warehouse stock.
  • Use the serial number to confirm the correct brand.

Mini Neck

  • Use the regular OTG setup; the unit is simply smaller.
  • The charger may be an oyster-style station or a flat Tozo disc.
  • For an oyster charger, tell the subscriber not to leave the unit charging for an extended period.

Mini Wrist

  • Use the same setup as the other mobile units.
  • When available, bring a same-brand Mini Neck backup. Arthritis or wrist size can make the wrist unit unsuitable.
  • Contact Activations for approval before exchanging it for a Mini Neck.

Smartwatch

  • Use the standard mobile-unit setup. The watch also displays steps, heart rate, and time.
  • Charge the watch daily or when the battery is low using a suitable outlet not controlled by a switch.
  • The approved guide documents holding Help for approximately three seconds. Follow the exact guide for announcements and cancellation.
  • Volume defaults to 80%. Ask Activations to change it in the Anelto portal if needed.
  • Do not raise volume above 96 because the unit is vulnerable to static beyond that setting.

Anelto LTE pendant pairing

The Anelto FD pendant provides fall detection for both the AMAC Assure and the Anelto LTE unit. It is not a third fall-detection device. The Anelto LTE is the only mobile unit with wearable attachment options.

  1. Press the unit button five times.
  2. Press the help pendant or fall-detection pendant button.
  3. Listen for the pairing-complete announcement.

Cradle pairing—only when specifically needed

  1. Place the Anelto LTE in the cradle.
  2. Press the handheld device's Help button four times and listen for “Pairing.”
  3. Unplug and reconnect the power cord. Listen for “Pairing complete.”
Pair the pendant and cradle separately. Cradles arrive pre-paired unless the work order or support team says otherwise.

Know it: The 7200C is an older Lifeline unit that is no longer available to order. Assure is the approved replacement identified in the training.

  • Replacement 7200C buttons may still be ordered.
  • 7200C wearable buttons are not interchangeable with other models from the same brand.
  • The Lifeline guide distinguishes 6900/Assure buttons from older 7200C buttons.
  • If the work order and available unit or button do not match, confirm the exact manufacturer and model and obtain approval before substituting.

Use the exact product guide. The approved training supports the checks below, not unlisted repairs or improvised programming.

PMD indicators and checks

  • System OK blinking: A dose was missed. Remove the missed dose, use Status for information, and use Run to resume as directed.
  • Displayed time blinking: Set the time using the PMD procedure.
  • Support Center does not answer: Check for uninterrupted dial tone, telephone-cord connection, phones off hook, and mailbox status when applicable.
  • Machine Error / Service: Use the documented red-light blink pattern. It may indicate a cup or lid jam, depleted battery, or modem/telephone problem. Follow the manual and contact PMD Support if unresolved.

MedReady supported checks

  • A display that appears off may be caused by Away Mode; use the documented procedure to exit it.
  • If the alarm works but the tray does not rotate, use Alarm Test and check the battery connection.
  • If the tray rotates but medication position is wrong, check for incorrect tray loading and follow the documented counterclockwise loading sequence.
  • Escalate when the documented checks do not correct the condition.
PMD Support: 1-888-632-3261. Do not attempt unsupported repairs.

Pouches and lockboxes

  • Offer an original OTG pouch when a waistband holder is preferred or needed because of a pacemaker, magnet, or similar concern.
  • Offer a complimentary lockbox to every subscriber.
  • Record the lockbox location and PIN on the paperwork. If the subscriber will not share it during installation, instruct them to call Lifeline or Connect America to add it for emergency personnel.
  • If it will not fit on the door, use a sturdy railing, available gas-meter line, or hose bib where it cannot be easily removed.

Before leaving

  • Complete the base-console and live wearable tests required for the assigned program.
  • Confirm signal, range, charging, and help-button operation.
  • Explain monthly testing and show the subscriber how to use the equipment.
  • Explain the exact wearable's approved water guidance. Never assume that all pendants, wrist buttons, and mobile devices have the same water protection.
  • Complete signatures, literature, checklist, notes, and final dispatch upload.

COMPLETE FIELD REFERENCE

Find the answer before you act

Use this reference with the current work order and exact equipment guide. If the answer is not supported here, stop and contact Service Point dispatch or the applicable support line.

DispatchProgram glossaryLights & testingWater protectionEducationInventoryContacts & hoursEscalationPaperwork
GETTING STARTED

Slack, work orders, and dispatch

  • Install Slack from the invitation sent after your background check, sign in using the email address you provided to Service Point during onboarding, and complete required authentication.
  • Before accepting work, confirm you can open your assigned channels and work-order link, view scheduled and unscheduled orders, and identify the program, job type, and equipment.
  • Slack is used for work-order updates, scheduling results, job questions, activation or equipment problems, completed work, and missing information.
  • On a phone, landscape view may make work-order tables easier to read.
  • Important updates must go through the designated dispatch process. A phone call or private message alone does not update the job record.
  • Never place subscriber medical or other protected information in a public Slack message.
  • Be factual, respectful, and clear. Do not promise compatibility, coverage, activation, or service results that have not been confirmed.
  • Report incorrect contact information, refusal, inability to reach the subscriber, safety concerns, or any other barrier.
Delayed job update: Include your latest attempt, scheduled appointment if applicable, why the job is not complete, whether help is needed, and your next planned action. Aged jobs are reviewed daily, so respond promptly when Service Point requests an update.
WEARABLE WATER PROTECTION

Waterproof, water-resistant, or keep dry?

Do not give one answer for every button. Water protection varies by the exact wearable model.
  1. Identify the exact pendant, wrist button, or mobile device.
  2. Check its approved model instructions or packaging.
  3. Explain only the stated rating: waterproof, water-resistant, or keep dry.
  4. Do not assume shower-safe also means safe for bathing, swimming, or submersion.
  5. If the model or rating cannot be confirmed, contact Service Point dispatch before advising the subscriber.

Document and teach the approved guidance during subscriber education so the help button remains available without risking damage to the device.

SCHEDULING EXAMPLES

How to request an appointment

Be professional, identify the reason for your call or text, and avoid sharing unnecessary subscriber information. Once the appointment is agreed upon, confirm the date and time and report the result in your assigned dispatch channel.

Phone-call example

“Hello, may I speak with [subscriber name]? My name is [technician name] with Service Point. I’m calling on behalf of [Connect America or Lifeline] to install a medical alert device ordered through [program name, such as InnovAge]. What day and time work best for you?”

After agreeing: “To confirm, your appointment is scheduled for [date] at [time]. Thank you. We look forward to assisting you.”

Text-message example

“Hello [subscriber name], I’m reaching out to schedule an appointment regarding your Lifeline equipment. Please call [approved callback number] at your convenience so we can arrange a date and time for a technician to visit your home. Thank you, and we look forward to assisting you.”
BRAND GLOSSARY

Identify the brand on the work order

Connect America — CA Core

May appear as CA Core, RAPID, or Core. Use the CA Core activation route only for supported accounts and job types.

Connect America — AMAC

May appear as CA–AMAC, AMAC, COPS, PRC, Home Buddy, BSAH, or CA West. Confirm the work order before selecting equipment or support.

Lifeline

Follow Lifeline-specific equipment, activation, testing, and paperwork instructions. Do not identify the brand by equipment appearance alone.

Still unsure? Stop before activation or installation. Post the exact wording shown on the work order in your assigned dispatch channel and ask Service Point to confirm the brand.
LIGHTS, POWER & TESTING

What the indicators mean

EquipmentIndicatorMeaning / action
Mytrex cellularSolid greenReady
Mytrex cellularBlinking greenAC power problem; running on battery. Check the outlet and light-switch control.
Mytrex cellularSolid redAlarm is active. Wait for the response-center operator.
Mytrex cellularBlinking redWeak cellular signal. Relocate and follow the model reset procedure until ready.
Mytrex landlineSolid greenReady
Mytrex landlineBlinking greenAC power problem or battery operation.
Mytrex landlineBlinking orangeAC power problem and no operating phone line.
Mytrex landlineSolid redAlarm is active.
Mytrex landlineBlinking redNo operating phone line; verify approved connections.
Lifeline AssureHelp bar blinkingAlarm or call activity.
Lifeline AssurePower solid redAC unavailable; unit is operating on battery.
Lifeline AssureCellular blinking greenWeak signal; relocate the unit.
Lifeline AssureCellular solid greenReady
Mobile deviceSolid red / blinking redCharging / low battery; charge promptly.
Mobile deviceSolid greenReady or fully charged.
Mobile deviceBlinking greenCharge is adequate but searching for service; allow it to search and relocate if it continues.

Required standard testing

  • Use a working outlet not controlled by a light switch and direct wall connection when required.
  • Test the base-console button, wearable button, and range throughout the residence.
  • Verify the applicable landline or cellular connection and signal.
  • Remain connected after an accidental alarm and tell the operator it is a test.
  • For a Lifeline 6900 range test, check important areas such as the bathroom. Relocation may improve range; never promise coverage that was not demonstrated.
  • Mobile RSSI 0 through -100 is acceptable. At -101 through -125, recommend an in-home cellular or landline unit and obtain approval before any exchange.
SUBSCRIBER EDUCATION

What to explain before leaving

  • If the operator cannot hear the subscriber or receives no response, the monitoring center follows the emergency protocol and sends emergency services to the subscriber’s service address.
  • How to start a help signal
  • Keep the wearable accessible
  • Test the system monthly
  • Press Help once; repeated presses may cancel the call
  • Phone/cellular service and electrical-power dependence
  • Notify the provider of service-location or device changes
  • Lanyard breakaway considerations and the wrist option
  • Equipment ownership
  • Calls may be recorded
  • Applicable Care Compass information
  • Privacy, grievance, SIF, and responder materials

Fall detection

  • The pendant must be worn to perform its intended function.
  • Fall detection does not guarantee every fall will be detected.
  • A standard button does not provide fall detection.
  • When able, the subscriber should manually press Help after a fall.

Responder expectations

A responder should have a current number, be willing and able to check on the subscriber, tell the monitoring center whether they can respond, provide an estimated arrival time, and follow the program-specific responder instructions.

INVENTORY, SHIPMENTS & RETURNS

Treat every serial number as controlled inventory

  • Confirm received brand, equipment type, quantity, serial numbers, and accessories.
  • Report missing, damaged, or incorrect equipment promptly. Also report a duplicate inventory record when the same physical unit or serial number appears more than once unexpectedly. Multiple units of the same model in assigned stock are not automatically duplicates.
  • Verify the shipping address when requesting equipment.
  • Record all installed, removed, returned, or transferred equipment and serials.
  • Keep programs and equipment families separated.
  • Do not substitute, reuse returned equipment, or dispose of equipment without authorization.
  • Retain tracking and report delivery problems. Tracking should be provided the same day a shipment is processed, and shipments in transit are reviewed daily.
Escalate: Equipment unavailable, urgent job at risk, uncertain address, delayed/lost shipment, missing or invalid serial, unreconciled ownership/location, missing paperwork, work-order mismatch, or unclear return/reuse instructions.

Management confirmation required: Minimum stock quantities, return labels, RMA steps, and returned-equipment disposition are not fully defined in the training source.

CURRENT CONTACTS & HOURS · UPDATED SEPTEMBER 3, 2026

Choose the route by brand—not appearance

Connect America materials may identify AMAC, PRC, Home Buddy, BSAH, or CA West. Lifeline is separate. Confirm the actual brand and work order before calling support.

AMAC/COPS1-877-266-0733Listed Sun-Sat, 8:00 a.m.-10:00 p.m. ET
RAPID/Core Activation1-800-220-9803The PDF places Mon-Fri, 8:00 a.m.-5:00 p.m. ET near the RAPID lines; confirm which line the hours apply to.
RAPID/Core Bot610-486-5396Use only for a supported account/job
Technical Support1-800-215-4206
CA/Lifeline Language Line1-877-531-4060
Lifeline Activations / Unit Assignment(508) 625-7401Installer line effective September 2, 2026
PMD Support Center1-888-632-3261Listed Mon-Fri, 8:00 a.m.-6:00 p.m. CT
PMD paperwork submissionUse the assigned Service Point dispatch channel; do not fax

Lifeline VCAM/BYOD - eligible Massachusetts subscribers

  • VCAM expands an existing Lifeline PERS service using the subscriber’s compatible phone or tablet.
  • For BYOD-only orders, do not install a separate VCAM device.
  • Confirm Lifeline, review the service, and verify the mobile number in the approved contact record.
  • Explain that an SMS link may be used and no app is required. Leave applicable education and use the BYOD checklist when required.
  • The Lifeline button starts the normal response process. A care specialist may connect an appropriate non-emergency concern to a nurse; do not promise a direct nurse connection.
  • Approved training lists nurse access as 24/7. Weak video does not end the PERS audio connection. Technicians are not expected to troubleshoot a subscriber’s personal phone or tablet.

Hours note: The source lists PERS Support as Monday-Saturday, 8:00 a.m.-7:00 p.m. CT but does not pair those hours with a separate phone number. Confirm the correct contact in dispatch.

TROUBLESHOOTING & ESCALATION

Who to contact when you are stuck

Dispatch

Work-order mismatch, unclear program, missing information, paperwork/status question, subscriber barrier, approval, safety concern, or unresolved closeout.

Subscriber barrier means something preventing the visit or completion, such as no contact, refusal, unavailable access, language/communication needs, or a requested date that delays the order.
Activations

Attach Unit ID/CSID, confirm account eligibility, enable an approved feature, or complete the program’s activation process.

Technical Support

Activation is complete but documented setup, signal, pairing, or testing steps fail. Record the model, indicators, and exact result first.

Complete only the documented checks

Loss of power

Confirm model, working outlet, no light-switch control, required direct-wall connection, and model-specific lights. Escalate if unresolved.

Weak cellular signal

Confirm model, relocate for reception, verify the ready indication returns, and document RSSI or light status when required.

Landline fault

Verify documented connections and a working phone line. For the Lifeline 6900, follow approved phone-jack wiring; do not route through an answering machine, splitter, telephone, or other conflicting device.

Activation or test failure

Stay with supported steps, record the exact result, and contact the applicable support route or dispatch. Do not leave an unresolved system presented as complete.

Stop and escalate immediately when:
  • Model identity is unclear or conflicts with the work order
  • The guide does not support the next action
  • Information is missing or records conflict
  • An urgent job is at risk
  • Activation or testing cannot be completed
  • Supported troubleshooting does not fix the problem
  • A safety concern or required approval exists

Ask Service Point for current direction: Exact RAPID line hours, PMD service-call paperwork exceptions, state-specific paperwork beyond Ohio, return/RMA procedures, and individual pay, mileage, zone, territory, or after-hours coverage.

FINAL READINESS

Before accepting your first assignment

  • Complete all training sections
  • Identify the program and exact equipment model
  • Schedule and report subscriber contact correctly
  • Know the standard installation and testing sequence
  • Use model-specific instructions
  • Match paperwork to the job type
  • Explain system use, monthly testing, and fall-detection limits
  • Record equipment and serial numbers
  • Know activation and support contacts
  • Know when to stop and escalate
  • Protect subscriber information
  • Use approved communication channels
Training completion: Follow the completion instructions provided by the Service Point PERS team. Do not accept assignments until your training completion and dispatch readiness are confirmed.

PAPERWORK TRAINING COURSE

Match every job to the right forms

Learn what each documented job type requires, how to complete the forms, and what must be corrected before a job can be closed.

0 of 7 lessons complete
Quick Job & Paperwork GuideReview this guide after completing the paperwork lessons.
Upload / submit: Submit all required paperwork and proof photos in your assigned technician dispatch channel immediately after the appointment. Complete the upload from the home or once you return to your vehicle; if onsite signal is insufficient, submit it as soon as service becomes available.
JobRequired paperworkUpload / submitStatus
Standard CA/LL installation or swapInstallation Checklist + HIPAA/Privacy + SIF; Grievance Policy only for Michigan and OhioClear, upright, complete files in the assigned dispatch channelConfirmed
CA/LL service callSIF onlyAssigned dispatch channelConfirmed
RemovalSIF onlyAssigned dispatch channel; include returned-unit detailsConfirmed
Door knockNo paperwork required; proof photo required. An SIF with visit details is optional.Assigned technician dispatch channelConfirmed
PMD installationSubscriber Activation Form + Terms & Conditions + HIPAA Privacy Notice + PMD Installation ChecklistSubmit through the assigned Service Point dispatch process; do not faxConfirmed
Michigan or Ohio installationStandard installation packet + correct state responder letter + QR Code Document + Grievance Policy + two copies of the Notice of Privacy PracticesReturn the signed and dated privacy copy; leave the second privacy copy and Grievance Policy with the subscriberConfirmed

Never choose paperwork by equipment appearance alone. Confirm the brand, job type, state or funding-program requirements, equipment, and the current work-order instructions first.

  1. Confirm whether the job is an installation, service call, swap, removal, or door knock.
  2. Confirm the brand: Connect America or Lifeline.
  3. Read the full work order for product-specific or state-specific forms.
  4. Use the current form revision supplied for that job.
  5. When the work order adds a specific requirement, include it with the standard packet for that job type.
  6. Arrive with all current forms. A service call can become an installation, so the correct paperwork must be available.

Standard installations and swaps require the same documents.

Required current packet

  • Installation Checklist — complete every applicable installation, testing, education, and closeout item, including all required technician and subscriber signatures.
  • HIPAA/Privacy Policy — explain it and obtain the required signature.
  • Grievance Policy — required only for Michigan and Ohio; explain it and obtain the required signature when applicable.
  • Subscriber Information Form (SIF) — complete current account, responder, instruction, equipment-return, and acknowledgment sections as applicable, including required technician and subscriber or authorized-representative signatures.

Required closeout

  • For a swap, record the replacement equipment and returned-unit information accurately.
  • Complete technician and subscriber signature fields.
  • Enter the required date and time.
  • Give the subscriber the applicable literature kit containing the HIPAA/Privacy Policy, applicable Michigan or Ohio Grievance Policy, and SIF.
  • Upload clear, complete forms through the approved dispatch process.
Current-form rule: Always use the current approved version. Never use outdated paperwork. If a ticket requests an older form, pause and ask in your assigned dispatch channel.

Sections to review and complete as applicable

  • Program/company identification — check the correct option
  • Subscriber full name and subscriber number from the ticket
  • Language, when applicable
  • Date of birth — use it when teaching monthly testing
  • Confirmed address — record corrections before submission
  • Confirmed primary phone number — record corrections
  • Directions when mapping tools give incorrect directions
  • At least one confirmed responder; three are preferred
  • Diagnoses and allergies, when applicable — protect this sensitive health information
  • Special instructions, hidden-key location, and lockbox combination
  • Retrieved Unit CSID for every unit removed onsite
  • Required subscriber signature and date

A lockbox is encouraged and included with the subscriber's service at no additional charge. Retrieve only Lifeline or Connect America equipment unless the work order specifically directs you to retrieve another company's device.

Responder rule: The form provides three responder sections. List every available personal responder in the order the Monitoring Center should call them. If fewer than three are available, follow the form's instructions for listing emergency services in the preferred dispatch order. Do not invent responders.

Service calls and removals

Connect America and Lifeline service calls and removals require the SIF only.

  • Do not require the full installation packet for these jobs.
  • Update every applicable SIF section based on the visit.
  • For a removal, complete the returned-unit and equipment information.
  • Complete acknowledgments and signatures required by the current form.
  • Submit a clear, complete copy in your assigned technician dispatch channel immediately after the appointment.

Door knocks

Door knocks are the only job type that does not require paperwork.

  • Take a photo that proves you were at the location.
  • Upload the proof photo in your dispatch channel.
  • Post the visit result with the subscriber's full name and CRM number.
  • An SIF with details of the visit may also be submitted, but it is optional.

Before installation

  1. Enter the PMD unit serial number on the Subscriber Activation Form.
  2. Do not fax the form. Follow the current approved PMD workflow and instructions in the work order.
  3. Submit the PMD paperwork before the appointment whenever possible. If it was not submitted in advance, call in the PMD serial number during the appointment.

During and after installation

  • Update the activation form as the checklist requires.
  • Complete applicable signatures.
  • Complete the Terms & Conditions, HIPAA Privacy Notice, and PMD Installation Checklist referenced by the current PMD process.
  • Leave the required copy with the caregiver.
  • Submit the completed packet through the approved Service Point dispatch process. Do not fax it.
Accuracy check: Verify every field before submission, including subscriber and device information, Unit ID/CSID, PMD serial number, signatures, dates, and all other required entries.
The PMD Support Center number shown in the approved product manual is 1-888-632-3261.
Review your certifications: PMD/Med Dispenser setup and paperwork training can be reviewed anytime on the Connect America certification dashboard.
  • Bring the responder letter for the subscriber's state. Ohio and Michigan use different state-specific versions.
  • Bring the QR Code Document. The same document may be used for both Ohio and Michigan subscribers.
  • Leave the Grievance Policy with the subscriber.
  • Bring two copies of the Notice of Privacy Practices. The subscriber must sign and date one copy for submission. Leave the second copy with the subscriber.
  • Verify every required state document is present before leaving for the appointment.

Before submitting

  • Confirm the subscriber, CRM/work-order number, brand, and job type match the ticket.
  • Confirm every applicable field is complete; do not guess or leave unexplained blanks.
  • Confirm equipment names and serial numbers match the equipment installed, returned, or serviced.
  • Confirm required subscriber/authorized-representative and technician signatures.
  • Confirm required date and time fields.
  • Confirm every page is clear, readable, upright, and complete.
  • Confirm required state/product documents are included.
  • Submit in your assigned technician dispatch channel immediately after the appointment and provide factual visit notes.
Service Point reviews the submitted forms and documentation before marking the work order complete.

FORMS & DOWNLOADS

Current technician paperwork

Download a blank copy before the visit. Always confirm the work order does not include an additional job-specific form.

APPROVED DOWNLOADS
Michigan and Ohio: Use the correct state-specific responder letter. Also bring the shared QR Code Document, the Grievance Policy, and two copies of the Notice of Privacy Practices. Return one signed and dated privacy copy and leave the second copy and Grievance Policy with the subscriber.

TECHNICIAN FAQ

What do you need help with?

Search by a question, equipment name, form, job type, or problem. Use these answers with the assigned work order and current forms.

What paperwork is required for a standard installation?

For Connect America and Lifeline, complete the Installation Checklist, HIPAA/Privacy form, and SIF. Add the Grievance Policy only for Michigan and Ohio. Complete required signatures, date, time in, and time out. Give the subscriber the applicable literature and upload the completed paperwork through the approved dispatch process.

Does a swap use the same paperwork as an installation?

Yes. A swap requires the same documents as a standard installation. Record the replacement equipment and returned-unit information accurately.

What paperwork is required for a service call or removal?

Service calls and removals require the SIF only. For a removal, complete the returned-unit and equipment information on the SIF.

What is a door knock, and when should I complete one?

A door knock is an in-person attempt to contact a subscriber at the service address after phone and text attempts have not reached them. Document the required contact attempts first. Do not decide on your own to perform a door knock; complete one only when the work order or Service Point dispatch directs you to do so.

What do I submit for a door knock?

Take a photo proving you were at the location and upload it in your dispatch channel. Post the result with the subscriber's full name and CRM number. Door knocks do not require paperwork, although an SIF with visit details may also be submitted.

Which form should I use if an old copy is saved on my phone?

Use the current form provided for the job or download the current copy from this page. Do not use an older version when a current form is available.

What must be completed on the SIF?

Complete and verify every applicable section: program/company, subscriber name and number, language, date of birth, confirmed address and primary phone, directions when needed, responders, diagnoses/allergies when applicable, special instructions, lockbox or hidden-key information, retrieved Unit CSID, subscriber signature, and date. Do not guess.

How many responders are required on the SIF?

The SIF provides three responder sections. When fewer than three personal responders are available, follow the form's instructions for listing emergency services in the preferred dispatch order. Do not invent responders.

Where do I document a lockbox?

Document the lockbox location and combination in the applicable special-instructions area. If the subscriber will not provide it during the visit, tell them to contact Lifeline or Connect America so it can be added for emergency personnel.

What is different about a PMD installation?

Submit PMD paperwork before the appointment whenever possible. If it was not submitted in advance, call in the serial number during the appointment. Verify every field for accuracy before submission. Do not fax PMD forms. Follow the approved PMD workflow and work-order instructions for forms, signatures, the caregiver copy, and submission through the assigned dispatch process. PMD setup and paperwork certifications can be reviewed anytime from the Connect America certification dashboard linked in the Forms section.

Are wearable help buttons waterproof?

Water protection varies by wearable model. Check the approved instructions for the exact device and do not describe a button as waterproof unless its documentation specifically says so. If the model is unclear, contact dispatch before advising the subscriber.

What additional paperwork is required in Michigan and Ohio?

Bring the correct state-specific responder letter, the shared QR Code Document, the Grievance Policy, and two copies of the Notice of Privacy Practices. The subscriber must sign and date one privacy copy for return; leave the second privacy copy and the Grievance Policy with the subscriber.

What if paperwork is missing, unreadable, or does not match the ticket?

Correct it before submitting. Confirm the subscriber, CRM/work-order number, brand, job type, equipment, serial numbers, signatures, dates, and required pages all match.

What should I do if the unit or instructions do not match the work order?

Do not improvise or use another model's procedure. Document the exact mismatch and contact your Service Point dispatch channel before continuing.

Can I leave before the system is tested?

Do not leave until the required test is successfully completed with a live agent or the issue has been escalated. Confirm the device has good signal. Explain range testing to the subscriber; technicians do not perform the range test.

How do I know whether to install AT&T or Verizon OTG?

Install the AT&T OTG unless the work order specifically says Verizon. If fall detection is required, ask Activations to enable it in the unit.

What should I do after completing the visit?

Confirm paperwork is complete and readable, upload the required documents or proof photo in the correct dispatch channel, post factual visit notes and the outcome, and report any unresolved equipment or account issue.

What must I report when a job is delayed?

Report your latest contact attempt, the appointment date if scheduled, why the job is not complete, whether you need help or escalation, and your next planned action. Every order needs an first update within 48 hours of receiving the order. The installation is required within three to five business days, and at least three attempts must be documented in dispatch.

What if the subscriber schedules more than one week out?

Post the requested appointment date and the subscriber’s explanation in your dispatch channel. Service Point must report the reason to the agency because installations are time sensitive.

Can I send an update by private message or phone only?

No. Important job information must be reported through the designated dispatch process. A phone call or private message alone does not update the job record.

What does a blinking light mean?

It depends on the exact model and color. Use the Lights, Power & Testing table in the Field Reference. For example, blinking green can mean an AC power problem on a Mytrex base, weak cellular signal on Assure, or a mobile device searching for service. Confirm the model before acting.

What should I teach the subscriber about the help button?

Show how to start a help signal and tell them to press Help once because repeated presses may cancel the call. Explain that if the operator cannot hear them or receives no response, the monitoring center follows the emergency protocol and sends emergency services to the subscriber’s service address. Also explain monthly testing, keeping the wearable accessible, and the system’s dependence on power and phone or cellular service.

What must I explain about fall detection?

The fall-detection pendant must be worn, does not guarantee every fall will be detected, and is different from a standard help button. When able, the subscriber should manually press Help after a fall.

Are 6900, Assure, and 7200C buttons interchangeable?

Do not assume they are. Lifeline distinguishes 6900/Assure buttons from older 7200C buttons. Confirm the exact model and obtain approval before using a replacement or substitution.

What should I do when equipment arrives?

Confirm the brand, type, quantity, serial numbers, and accessories. Report missing, damaged, or incorrect equipment promptly. A duplicate means the same physical unit or serial number appears more than once unexpectedly in the inventory record; several units of the same model are not automatically duplicates. Keep program equipment separated and never reuse, substitute, return, or dispose of equipment without approved direction.

What is Lifeline VCAM/BYOD?

For eligible Massachusetts Lifeline subscribers, VCAM can extend existing PERS service through a compatible phone or tablet. A BYOD-only order does not receive a separate VCAM device. Follow the BYOD checklist, verify the mobile number, explain the SMS-link process, and do not promise that Help connects directly to a nurse.

Where are the activation and support numbers?

Open Programs & Support in the Field Reference. It includes AMAC/COPS, RAPID/Core, the RAPID bot, Technical Support, Lifeline Activations, the Language Line, and PMD Support. Always select the route by the confirmed brand and work order—not by equipment appearance.

When must I stop and escalate?

Stop when the model is unclear or conflicts with the work order, the guide does not support the next step, information is missing or records conflict, an urgent job is at risk, activation or testing fails, documented troubleshooting does not work, a safety concern exists, or approval is required.

FIRST-JOB REVIEW

Review before your first visit

Use this section after completing equipment training. Open each topic, review the checklist, and mark it complete. Progress is saved on this device.

Start with the work order. Confirm the program, visit type, equipment listed, address, appointment window, and available contact instructions.

  • Review the full work order before traveling.
  • Verify you have the assigned equipment and required paperwork.
  • Check equipment condition and needed accessories.
  • Report missing or conflicting information before the visit.
Never rely on a procedure from a different customer program. When instructions conflict, pause and contact the Service Point team.
Connect America

Follow the Connect America work order and approved activation process. The CA-CORE automated flow supports eligible new installs; unsupported accounts, equipment mismatches, swaps, and replacements may require an agent.

Lifeline

Use Lifeline-specific equipment, testing, and paperwork instructions. Completed paperwork must be accurate and returned through the approved process.

Introduce yourself, explain the visit, and protect the subscriber’s space. Install only the assigned equipment according to its approved guide.

  • Confirm the correct subscriber and equipment before setup.
  • Choose a safe location with appropriate power and connectivity.
  • Keep cords secure and walking paths clear.
  • Do not leave until required testing is successfully completed or the issue is escalated.

Testing proves the system can communicate and helps the subscriber feel confident using it.

  • Complete every program-required base and wearable test.
  • Confirm the monitoring response follows the account protocol.
  • Teach the subscriber how and when to use each device.
  • For wearable-only testing, follow the program reminder and approved test procedure.
For Connect America protocol questions, verify the number on file and ensure the Subscriber Information Form is current. Follow the approved no-answer escalation procedure.

Your documentation must match the work order and what happened in the home.

  • Record installed equipment and identifiers accurately.
  • Complete all required fields—do not guess or leave unexplained blanks.
  • Collect subscriber and technician signatures where required.
  • Upload clear, readable documents and any required photos.
  • Write factual notes describing the outcome and unresolved issues.

Before leaving, confirm the system, subscriber education, documentation, and team communication are complete.

  • Clean the work area and account for unused equipment.
  • Send the required status update and visit notes.
  • Report unsuccessful visits, refusals, access problems, or equipment issues promptly.
  • Do not mark a job complete if required work or documentation is still outstanding.

FINAL KNOWLEDGE CHECK

Complete training to unlock the quiz

0 of 25 completeTraining required

The 15-question quiz is a separate form. It becomes available after every required training item is complete.

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QUICK APPOINTMENT GUIDE

Review before and after the appointment

Use these checklists before heading to the appointment and before leaving the completed appointment.

Before heading to the appointment

Before leaving the completed appointment

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WHEN SOMETHING DOESN'T MATCH

Pause. Document. Escalate.

Do not improvise account, activation, equipment, or safety procedures. Record the exact issue and contact your assigned Service Point dispatch channel or management contact.