Know the job.
Own the visit.

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.

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

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

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.

Take a photo proving you were at the location and upload it in your assigned dispatch channel. Post the result with the subscriber's full first and last name. Door knocks do not require paperwork.

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.

Open Forms & Downloads to select the current paperwork for the job. Confirm the brand, job type, and state requirements before downloading a form, and do not use an older copy saved on your phone when a current version is available here.

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.

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.

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.

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.

All wearable help buttons are water-resistant and should be worn in the shower or tub because many falls happen while bathing. Teach this at every installation. Do not describe a button as waterproof or safe for prolonged submersion unless the approved guide specifically says so.

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.

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

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

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.

It depends on the brand. Lifeline Assure units and pendants arrive separately, and every pendant must be paired after the unit is activated. Connect America Assure units ship with the pendant in the box, and that included pendant should already be paired. A service order may require pairing a replacement or additional pendant. Always perform the final test using the pendant, not the base unit's Help button.

Install the AT&T OTG unless the work order specifically says Verizon. CA AT&T units generally use an OTG serial prefix. Verizon units generally use OTV or have a Verizon identifier on the packaging. If fall detection is required, ask Activations to enable it in the unit.

Regular Mytrex buttons work with both Mytrex Cell and Mytrex Landline. The documented white teardrop pendant with a red center provides fall detection and is also compatible with both CA Mytrex models. Do not assign it to an unverified zone; follow the approved pairing procedure and the unit announcement.

To pair a wearable help button or fall-detection pendant, press the Anelto LTE unit button five times, press the wearable button, and listen for pairing confirmation. To pair the charging cradle, place the unit in the cradle, press the handheld Help button four times, then unplug and reconnect the power cord. Cradles normally arrive pre-paired, so pair one only when specifically needed.

No. The CA Smartwatch is not offered on Member’s Choice work orders where the subscriber chooses between an in-home and a mobile unit. Follow the selections shown on the work order.

Yes. An unused CA wearable button left from an installation may be retained for a later button-replacement work order. Keep it identified and separated as CA inventory.

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

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 a 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.

Technicians are paid on Fridays for work from the prior week. For example, work from August 30 through September 5 would be paid on Friday, September 11.

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

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.

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.

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.

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.

Do not assume they are. The current Lifeline 6900 regular button is marked 312, and its fall-detection pendant is FS312. The documented 7200C replacements are 917 regular and FS917 fall detection. Confirm the exact model and obtain approval before using any replacement or substitution.

Standard OTG, Mini Neck, and Mini Wrist units use three Help-button presses, then hold Help when prompted. Power off the Smartwatch through its touchscreen Power Off screen. For Mytrex Cell, move the rear O/I switch to O. For Mytrex Landline, disconnect power and the phone line, press T/L three times, then hold Help until the unit shuts down.

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.

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. For a new VCAM installation, complete the current VCAM Installation Checklist, verify the mobile number, document the IMEI, complete the required test video call, and obtain the required signatures. Explain the SMS-link process and do not promise that Help connects directly to a nurse. The checklist is available in Forms & Downloads.

The CA/Lifeline Language Line is telephone interpreter support for appointments where the technician and subscriber need help communicating in another language. Call 1-877-531-4060 when language assistance is needed and follow the provided prompts or support instructions. The Language Line supports communication with the subscriber; it does not replace the correct activation or technical-support line for the work order.

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.

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.