Frequently Asked Questions

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Questions




Answers


  • Do you have quick reference of PhoneCheck terms?

    Here's our glossary!

    Alert - A list of who will be called if a Member does not connect to PhoneCheck when expected. 'Alert' can also mean that a Member has not been found by PhoneCheck when expected. At that time, the Alert will be activated, so the Member is considered "in Alert".

    Responder - A human being that is designated to check on a Member if they are not found when expected.

    Member - Someone who can benefit from 1-3 calls per day to ensure their well-being. They might benefit from a well-being check because they are elderly, chronically ill, a latch key kid or any other kind of shut-in.

    Outing - A check time that is disabled because the Member has indicated they will not be home, or has said their wish is that PhoneCheck does not call them during that expected check time.

    Repeat Call - PhoneCheck tries to reach a Member three times before sending out the Alert that they cannot be found as expected. In the setup, the column labeled "2x Call Repeat" allows you to specify the amount of time to wait before making the next two next calls if the Member has not responded to the previous one.
    Examples:
    At a 3 min. Call Repeat (assuming a 9am check time), The member is called at 9:00am, 9:03am, 9:06am. If the third call gets no response, the activity enters Alert mode.
    At 1 hour Call Repeat (assuming a 9am check time), The member is called at 9:00am, 10:00am, 11:00am. If the third call gets no response, the activity enters Alert mode.





  • What are the basic steps to set up the system?

    These are the basic steps for setting up the profile for PhoneCheck to be able to effectively call the Members and be ready to alert the Responders if the system doesn't receive contact from a Member when expected.

    - Purchase credits
    - Pick your Phone Numbers
    - Add Responders
    - Authorize Responders
    - Create an Alert by specifying which Responders should be called and when.
    - Add Members (specifying which Alert applies to them)
    - Ask the Member to authorize their phone number by calling into the system

    That's it in a nutshell. We designed the interface to PhoneCheck Group to be as intuitive as we could. If you have any suggestions as to how we might make it clearer or easier to use, please let us know. We are always trying to improve!





  • What is a Responder?

    A Responder is a person that has agreed to be designated to accept alert notifications from the PhoneCheck System when a Member has not been found when expected. They can be set up to accept notification by either SMS text message, by a direct voice call by the system, or both. They are required to give permission to PhoneCheck to use their phone number as a Responder contact number. They do this by sending a text message to the system or calling in directly (see next question and answer.) The first contact by either method 'authorizes' them to be added to any 'Alert'. Note: A well planned Alert should have more than one (if not several) Responders.

    Example Responders:
    SMS John Smith at 519‑555‑2944, Call John Smith at 519‑555‑2944, Call Sue Thomson at 519‑555‑5549

    There is no limit to the number of Responders that can be entered.





  • How and why does a Responder authorize PhoneCheck to use their phone number?

    It is required that PhoneCheck get a certain level of permission from a Responder to use their phone number as a Responder contact number.

    PhoneCheck requires this to avoid typos which might put a Member at risk and to comply with best practices in the telecommunications industry related to systems that dial numbers in an automated fashion.

    The Responder provides this permission to PhoneCheck by either sending a text message to the group's SMS number or calling in directly using the group's toll-free number. The first contact by either method 'authorizes' them to be added to any 'Alert'. If they send in a text message to the group's SMS text messaging number, they should get a response message saying they are now able to become a Responder for that group. If they choose the calling in method, they simply have to call the toll-free group number and hang up as soon as they hear the 'PhoneCheck voice' start speaking. After this is done, you should notice by clicking the refresh icon on the Responder page that the "authorize" link under any newly authorized Responder number has disappeared. If a Responder will be using both methods (SMS text messaging and voice calling), their phone number is only required to be authorized once using either method. After a number is authorized, that Responder will then show up as an option to add or edit any Alert.





  • What is an Alert?

    An Alert is a named list of Responders with the timing of how they should be contacted when a Member has not responded as expected. Each Member has an Alert assigned to them so PhoneCheck will know who to contact in the case of an 'alert'. You can set up multiple Alerts, each with their own name to cover any real-world scenario such as certain Responders being responsible for Members in certain geographic regions or, in the case of managing a profile for multiple groups or centers, Members in a sub group.

    Example Alert:
    DEFAULT
    SMS John Smith at 519‑555‑2944, then wait 5 minutes
    Call John Smith at 519‑555‑2944, then wait 0 minutes
    Call Sue Thomson at 519‑555‑5549, then wait 0 minutes





  • What is a Member?

    A Member is a person at a unique phone number who can benefit from a daily well-being check phone call. They can be set up to be called once, twice or 3 times per day, depending on their level of need. They could be an elderly person living at home, someone with a chronic illness, someone who is mentally ill, a latch key kid, or even anyone living alone in a remote area.





  • How and why does a Member authorize their phone number?

    A Member is required to 'authorize' their phone number for use by PhoneCheck.

    PhoneCheck requires this to avoid typos which might put a Member at risk and to comply with best practices in the telecommunications industry related to systems that dial numbers in an automated fashion.

    The Member provides this permission to PhoneCheck by calling the group's toll-free number. Upon first contact, they will be asked to press '8' to allow PhoneCheck to call them for the purposes of well-being checks. After they have been authorized, they are able to call in at any time to 'de-authorize' their phone number to prevent further contact by PhoneCheck. They do this by calling the toll free number and pressing '9' when asked if they would like to stop PhoneCheck from calling. If they de-authorize their phone number in this way, PhoneCheck simply stops calling them in relation to any calling schedule. When they have deauthorized their phone number (or if they have just been entered into the system and have not yet authorized their number), the member's phone number will show up with a yellow box around it in the Member's section to bring the deauthorized status to the attention of the group administrator. Like this:


    The Administrator of the profile does not have the ability to change the authorized status of any number.

    See a colour summary





  • What does the status mean, Active and Non-Active?

    The Administrator of the group profile can set any member to an Active status or a Non-Active status. If they are set to Active, the member will be called as long as they have a Check Time set and their number is authorized. If they are set to Non-Active (RED), they will NOT be called until they are changed back to Active. Setting a Member to Non-Active status is a good way to disable the system from calling them "until further notice". This could be because they have gone on an extended vacation from their home in which the length of their Outing makes it more convenient to temporarily "turn them off" rather than marking many days, weeks or months as 'away' in their Outings calendar. They also might be set as Non-Active if they are discontinuing their participation because they are moving or no longer need the service. This way their history for the last 30 days will be kept for review if necessary while they are not using the service, whereas "deleting" the Member from the profile also loses all history of calling that number permanently.



    See a colour summary





  • Can you summarize what the RED and YELLOW colours mean on the Members page?

    The following represent the four possible combinations of the RED and YELLOW colours on the Members page.



    Active and Authorized - This member WILL be called at 7:45am


    Active and De-Authorized (yellow) - This member WILL NOT be called.


    Non-Active (red) and Authorized - This member WILL NOT be called.


    Non-Active (red) and De-Authorized (yellow) - This member WILL NOT be called.