PERS is an electronic device that enables certain high-risk patients to secure help in the event of an emergency. The consumer may also wear a portable "help" button to allow for mobility. The system is connected to a patient’s phone and programmed to signal a response center once a "help" button is activated. The response center is staffed by trained professionals. PERS services are limited to those individuals who live alone, or who are alone for significant parts of the day, and have no regular caretaker for extended periods of time, and who would otherwise require extensive routine supervision. By providing immediate access to assistance, PERS serves to prevent institutionalization of these individuals.

        The Area Agency on Aging will lease Personal Emergency Response System (PERS) from an emergency medical response system manufacturer (herein called provider). Units leased will be maintained and guaranteed by the provider, and will be updated at no cost, as technology improves performance.

Each PERS shall include:

¡ installation, in the consumer’s home, including any needed phone jack modifications and devices;

     ¡ two-way voice communication;

     ¡ fire and smoke detector;

     ¡ inactivity timer;

     ¡ average range, water proof, portable help button, with a 5 year battery;

     ¡ ability to self-test on-line status of all functions.

        Included as a part of the monthly charge, the provider shall, either directly or through subcontract, provide for ongoing provision of on-line emergency response center services for each consumer authorized. This shall include response to consumer self-testing, as well as daily provider testing, self-auditing and quality control, repair, replacement, and staff training.

        The provider will insure 24-hour staffing, by trained operators, of the emergency response center, 365 days per year.

        All PERS installed shall be certified as meeting standards for safety and use, as may be promulgated by any governing body, including any electrical, communications, consumer or other standards, rules or regulations that may apply.

        It shall be the provider’s responsibility to deliver and install each Personal Emergency Response System unit that is purchased or leased. The provider agrees to complete installation within 5 working days of receipt of the service order. Services will be billed in the month that PERS units are ordered and installed.

        The Care Manager will notify the provider by phone of a request for installation. The provider shall arrange with the consumer for a mutually convenient appointment within 5 working days of the provider’s notification by the Care Manager.

        The provider shall notify the Care Manager of the installation appointment and shall notify the Care Manager to confirm that installation has been completed.

        The provider immediately shall notify the Care Manager if it is unable to schedule or complete an installation within the required time frame.

  The provider shall provide all parts and equipment necessary for installing an emergency medical response system unit, whether purchased or leased, into a functioning telephone system.

        The provider shall instruct the consumer in the use and maintenance of the PERS and shall provide the consumer with simple written instructions, including how to report a malfunction of the PERS.

        The provider shall, upon request of the consumer or Care Manager, provide additional follow-up instructions to the consumer on operating and maintaining the PERS.

        The provider shall forward to the Care Manager within 5 working days of the installation either by mail or by facsimile a form signed by a provider representative or employee and by the consumer or consumer’s representative confirming the date of the installation and the consumer’s understanding of the use and maintenance of the PERS.

        The provider shall provide the Care Manager, consumers, and other persons (as needed to assure care), instructional materials and orientation in the operation of the PERS, stated in simple and understandable language.

        If any applicable regulatory, industry, or manufacturer standards are changed, resulting in improvements or updating of equipment, the Care Manager shall be notified and each on-line consumer with leased equipment immediately shall be provided with said new equipment.

        Provider shall maintain all installed PERS in proper working order.

¡ the provider shall make provision to insure that each installed PERS is operating properly at least once every 24 hours.

¡ provision for the daily testing will preferably be automated and cause the least possible inconvenience for the consumer.

¡ the provider shall follow-up with the consumer and notify the Care Manager within 24 hours, or the next business day of any PERS that is not operating properly. Malfunctioning equipment shall be repaired or replaced within 24 hours of notification or identification.

        Provider shall maintain, either directly or through subcontract, a 24-hour Emergency Response Center staffed with trained emergency response operators. The Emergency Response Center shall perform the activities that follow:

¡ receive, acknowledge, and establish immediate 2-way communication in responding to emergency signals from consumers. The provider immediately upon receiving a signal from a consumer’s PERS, will retrieve the consumer’s automated data records, establish immediate 2-way voice contact directly with the consumer via the incoming signal, and contact the consumer’s representative, or take other emergency action as prescribed in the consumer’s record.

     ¡ be capable of responding to multiple emergency signals simultaneously.

¡ respond immediately to any and all signals from consumer’s PERS and maintain appropriate contact until termination of the emergency situation.

¡ notify a third party, consumer-designated representative (e.g. neighbor, police, Emergency Medical System (EMS), etc.)) to respond to an emergency via immediate telephone contact and without interrupting or terminating direct voice contact with the consumer.

¡ the emergency response operator will monitor the provision of emergency service to verify that it has been provided and that the emergency situation no longer exists at the consumer’s residence.

¡ verify resolution of the emergency situation, document the incident, as below, for future reference, and notify the Care Manager of the incident within 24 hours or the next business day.

        The decision to remove a PERS is at the sole discretion of the Care Manager. For all PERS removals, notification will be by telephone from the authorized Care Manager. Written authorization to terminate PERS service will be sent to the provider on the same day as the telephone notification. If the provider is notified directly by a consumer’s family or other representative to remove the PERS, authorization must first be obtained from the Care Manager.

¡ When a consumer with a PERS no longer requires such services, regardless of the reason, the Care Manager will discuss with appropriate staff, as needed, and contact the provider, so that the PERS may be transferred or removed.

¡ When a consumer’s services are suspended because of the consumer’s admission to the hospital, the Care Manager will notify and/or authorize the provider to take the unit off-line. Services will be resumed to the consumer, only after the Care Manager notifies the provider. Payment for leased equipment will be made at the standard unit price as long as a unit remains in the home of a consumer.

¡ The provider shall disconnect/remove a PERS from a consumer’s residence within 5 working days of notification by the Care Manager.

        The provider shall supervise all staff providing services covered by this contract, at a minimum of once a month.

        It is expected that there will be a Supervisor available during working hours.

        Line Staff employees shall possess:

     ¡ ability to work under supervision as an employee of the agency.

¡ ability to communicate orally with the consumer and resource personnel with whom they must work, and both orally and in writing with their Supervisor.

¡ ability to read, write, follow written instructions, and to converse easily on the telephone.

¡ training and/or paid or volunteer experience of one year or more, specifically related to the skills required to perform as an emergency response center employee.

     ¡ ability to provide references as follows:

     ¡ two verifiable work references; or

¡ one verifiable work reference indicating a minimum length of employment of one year; or

¡ two references, total, from a supervisor and/or instructors from an acceptable training program.

¡ a written test shall be administered to all consumer contact employees, by the provider, pertaining to proper operation of the system and response to emergencies, or installation and repair of equipment, prior to being assigned on the job.

Supervisors

¡ supervisors shall be capable of demonstrating and teaching all job skills needed to perform all aspects of the jobs of their employees.

¡ supervisors shall receive regular supervision by a designated administrative staff person.

Administrative Staff

¡ sufficient administrative staff shall be employed to insure the sufficient and effective provision of service under the contract.

Consultant Staff

¡ appropriate other staff shall be available for consultation regarding response, operation, training, or other matters requiring professional input.

General

¡ the provider will maintain sound personnel policies to minimize personnel turnover which would adversely effect the delivery or service.

TRAINING

        In-service training sessions must be offered to all direct consumer contact employees. Subject areas covered should relate to relevant aspects of service delivery, trends or advances in the field, or identified problems or gaps in knowledge. Programs on provider policies and procedures are necessary but should not constitute the majority of any session.

        The provider will use and have on file, written training materials and procedures.

        For staff with demonstrated personal characteristics and abilities, training in how to work with consumers having special mental health or other complex needs, is encouraged.

INSURANCE

        Agencies who wish to provide Personal Emergency Response system services will be required to attest to having the following types of insurance in amounts consistent in the industry:

     ¡ general liability;

     ¡ automobile liability if vehicle is company owned;

     ¡ workmen’s compensation as required by law;

     ¡ employer’s liability of accident and disease.

SERVICE REPORTING

        Persons providing Personal Emergency Response services must comply with all reporting requirements as specified by the AAA.

SCHEDULING

        Days and times schedules for Personal Emergency Response services must be consistent with the Care Plan provided by the AAA.

CONFIDENTIALITY

        All agencies that provide Personal Emergency Response services must comply with all federal, state and local laws relating to research on human subjects and consumer confidentiality.

        Agencies must provide all Care Managers with consent forms and approval from all appropriate review boards for those consumers who wish to be part of a research study.