Panic Activators Best Practices

 

The BeSecure panic system has been created to provide the residents of your Retirement Village with a means of calling for assistance when they need it. 

This is a key product and for this reason it is IMPORTANT that the panic activators are always in a working state. 

For this reason, the BeSecure system does a number of things to ensure that they are kept in working order and always ready to be used by the residents. We have provided the following capabilities to ensure that this is the case:

Panic Activator Heartbeat

Each panic activator will send a message to the BeSecure System every 72 hours. This message tells BeSecure that the activator is alive. The message also includes information about the state of the panic activator battery, in other words if it is still OK.

What happens when BeSecure does not hear from a Panic Activator 

The outcome is dependent on how you have configured the responsibility related fields of the panic activator:

 

The User is Responsible 

If a panic activator entry Report Method is set to Report to user, then when BeSecure detects that a panic activator has not reported in for a period or 72 hours, then the BeSecure system will send an SMS to the Cellular Number configured for the user’s unit. The SMS will inform the user that the panic activator has not been heard from and that the user should test the panic activator, or to take it to the administrator to test it on their behalf. See the section on How to test a Panic Activator on what the procedure is. Similarly, if the battery on the panic activator needs to be replaced, a message will be sent to the user asking them to arrange for a new battery.

The User’s Proxy is Responsible

If a user feels that they are unable to act upon these messages, then one of two options are available. 

  1. Ask the administrator to do this for them. 

  2. Nominate a proxy to do this for them. 

The responsibility may be passed on to a proxy. To do this, the proxy fields in the Unit configuration for the user must be populated. If this is the case, then the messages will be directed to the user’s proxy, and that person must then assume responsibility to test the panic activator. 

The Administrator is Responsible 

If the panic activator entry Report Method is set to Report to Administrator, then each time the system detects that a panic activator has not reported in, it will be included in a list contained with in an email. This email is sent to the administrator each day at 12:00. 

It is the up to the administrator to take the necessary action. 

We at BeSecure are aware of the workload that may arise if the administrator assumes responsibility for panic activators. For this reason, we suggest that users are trained to help themselves in looking after their panic activators, or to make use of designated proxies to assist users. The Body Corporate could identify such people from within the residents of the Retirement Village and arrange that the users pay a small stipend to these people for this service. 

Testing a Panic Activator

If a user has received an SMS asking them to test their panic activator, then they must send an SMS to the SMS Shortcode 30603 with the word “testpanic”. The BeSecure system will respond to this SMS telling the user that they may test their panic activator for the next hour. The user should then press the button on the panic activator. If all goes well then BeSecure will send an SMS to the user telling them that the test was successful. If they do not receive an SMS, then they should take the panic activator to the administrator to help them rectify the situation.

PLEASE NOTE. THE USER DOES NOT PAY FOR THIS SMS. IT IS REVERSE CHARGED.

The administrator can also initiate a test sequence. This is done by selecting the panic activator on the Panic Activator Status report and clicking on Test. This has the same effect as the user sending the SMS to the system.

Why do Panic Activators not Report In?

There are a number of reasons why this may happen. 

  • The panic activator is stored in a location where it has difficulty in reaching the BeSecure wireless network. Please make sure that your panic activator is normally stored in place where there is adequate coverage. A drawer or a cupboard is not a good place to store the activator. 

  • The panic activator is off site when it tries to report in. It is not a good idea to take your panic activator off site as it will be outside of the range of the BeSecure wireless network. 

  • Your cottage is not adequately covered by the BeSecure wireless network. Whilst BeSecure tries its best to make sure that the entire site is properly covered by the wireless network, there may be dead spots. If your panic activator consistently fails to report in, then this may be the case. PLEASE INFORM THE ADMINISTRATOR. They must contact BeSecure so that we can rectify the situation.