Standard Proposed for PERS Response

In yet another sign of how much more home health technology is moving into the realm of security, the Central Station Alarm Association (CSAA) has proposed the Personal Emergency Reporting System (PERS) central procedure standard (CS-PERS-01) for public comment.

The standard calls for two attempts at verification, along with specific steps to be taken if the operator receives a busy signal or answering machine. The standard also outlines procedures for PERS-generated fire alarm signals.

The standard goes on to note:

Unlike other monitoring platforms, it is often advisable that monitoring personnel remain on line with the end user until help arrives, as they are frequently agitated, confused, and frightened. They are often locked in and can be calmed and instructed to admit emergency personnel. This procedure can also save time and effort when notifying family members or persons on the notification list, as emergency personnel usually tell the operator details of their treatment and provide information as to where they are taking the end user if further medical treatment is required.

Further, operators can provide vital, sometimes life-saving information (like specific end user health issues and medications to emergency personnel. It should also be noted that PERS users often activate their systems just to talk to someone. They often have little contact with the outside world and are lonely or frightened. Many of these calls occur in the late evening and early morning hours, and quite often the conversations are incoherent and rambling, often the result of sleep medications.

Operators should be trained in recognizing these situations, as the solution often entails having a neighbor or relative go to the premises and help the disoriented person, rather than dispatching emergency medical personnel, perhaps pulling them away from more serious situations. PERS dispatches exhibit an extremely high false alarm rate.

The draft standard (pdf) is available for comment until May 27, 2011. According to the CSAA Standards Committee, this standard is intended to cover the procedures for dispatching emergency response agencies in response to signals received at a central station or monitoring facility.

Requests to modify this document must be made in writing using this form (pdf). Requests, which may be submitted by both CSAA members and non-members, must clearly identify the document and text subject to the proposed modification. They also should include a draft of proposed changes with supporting comments.