LifeStream™ MobileHelp Portal (MH3) Customer Training will allow you to add a “New Client...

CP290.01

LifeStream ™ MobileHelp ® Portal (MH3) Customer Training

How does a mobile mPERS system work?

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LifeStream MobileHelp mPERS

• Two way communication through base station and mobile

devices

• Multiple options for client worn devices

• Multiple system offerings

– Cellular & GPS (Solo System)

– Landline, cellular & GPS (Duo System)– Landline, cellular & GPS (Duo System)

– Landline (Duo Basic System)

• Emergency monitoring services offering

• Integration with LifeStream for mPERS notifications

• Portal for caregiver/contacts access

• Ability to “ping” mobile device for location


� LifeStream Mobile Help mPERS Key Training Points:

• Admitting client into LifeStream and assigning an mPERS unit

• Understanding MH3 Portal roles and responsibilities

• Entering client emergency information into the MH3 Portal

• Installing LifeStream MobileHelp mPERS unit into client home

• Understanding caregiver tools• Understanding caregiver tools

• Managing client profiles, travel and relocation

� Entering client into LifeStream and assigning mPERS Unit

• Search for client in LifeStream database, if not found, admit into LifeStream.

• Select a mPERS unit for the client from inventory.

• If the mPERS unit is not currently in LifeStream, enter it into the equipment

list inventory.

• Locate mPERS unit using the serial number and assign to client in

LifeStream.


MH3 Portal Roles and Responsibilities

MH3 Roles and Responsibilities

• Account is given a SuperUser login to access the MobileHelp MH3

software online.

• Emailed from Honeywell HomMed Customer Service.

• Recommend the program administrator be the SuperUser.

• SuperUser provides access and can create new users and assign permissions for each

MH3 Portal user.

� MobileHelp MH3 Portal Permissions:

• Manage Users (SuperUser Only)

• SuperUser/Admin can add, delete and assign permissions to users and has full access.

• Manage Subscribers/Clients

• Role is able to add and edit clients for a given MH3 ID unit.

• Manage Subscriber/Client Location (Home Icon)

• Allows user to move the home icon and to indicate whether it has been verified (changes


• Allows user to move the home icon and to indicate whether it has been verified (changes

home icon to Green)

• Manage System Status (equipment) **CAUTION**

• Change system status from test mode (typically T5 or T3) to Active, etc.

• MobileHelp does this during the activation step of the mPERS unit.

• HomMed Customer Service uses this during troubleshooting to avoid unnecessary calls to

Central Station.

• This is a permission that should not be assigned routinely, but on a strict control basis as

this provides the ability for a user to change the status of the mPERS unit in the clients

home, which could risk help not being dispatched if the mPERS unit is left in the wrong

status. (Test Mode vs. Active Mode)

� MobileHelp MH3 Portal Permissions:

• View Audit Logs

• Allows you to see who has made setting changes.

• View Events

• Activates the events tab (access to see all events with links to maps).

• Note: Events are always viewable from the account page under subscriber history.

• Edit Email Templates (SuperUser Only)


• Edit Email Templates (SuperUser Only)

• Allows you to modify/customize the 4 available email templates that are sent to clients for

password resets, caregiver tools activation notice, alert notices, and alert test emails.

• Reporting (SuperUser Only)

• Activates the reports tab, allowing you to run various reports.

� SuperUser vs. Other MH3 Portal User Roles

• Depending on user access level, they will have different access levels

to parts of MH3.

Manage Users - SuperUser Access


Manage Subscribers - Normal Access

Entering Client Data


1. Log in to MobileHelp MH3 Portal.

– Login – 8 character requirement

– Password – 8 character + capital + number requirement

– https://accounts.mobilehelpsys.com/Default.aspx

2. Locate mPERS unit by serial number and populate client

data.

� Search for mPERS unit• When logging into the MH3 Portal, all of your equipment will be listed in

the Manage Accounts tab. • Locate the mPERS unit in the system by doing the following:

1. Select S/N under Search.

2. Type in the serial number of mPERS device selected for use with client. Select

Search.

3. When you locate the device, click on the SP-1 link on the right side of the screen.

This opens the client profile manager screen that allows you to enter the clients

demographic and emergency contact information.


demographic and emergency contact information.

IMPORTANT Key Notes:

• The information you enter is what the MobileHelp

Response Center (RC) operators provide to the

Emergency Authorities (911, FD, etc.) in the event of


Emergency Authorities (911, FD, etc.) in the event of

an emergency dispatch.

• More information is better, especially for the location

of keys, vial of life, cars, etc…

• Use of abbreviations is discouraged

� Home Address• On the Subscriber Information page, Under “Home Address”, select “Add”. This

will allow you to add a “New Client Profile”, but still keep the original profile set

up for the device (HHA profile).

• Keeping the original profile is helpful if the unit ever needs to be re-deployed to a

new client, you will not need to re-enter the original HHA profile information.


� Home Address

• After clicking on “Add”, from the drop-down menu, select “NEW Address”

• Type in address information, and then select, “Activate” to make this the active

address.

• A client may have up to four profiles (e.g., summer home address, winter home

address, relative address).


� Home Address

• Once the Home Address section is complete and the profile activated, you

will need to complete the “Site Information, Physical Description, and

Medical Information” sections.


� Name – Portal only allows 28 Characters, including commas and spaces. So avoid using extra

characters and spaces.

**If two people are using the unit, list their first name as: Example: Donna/George

• Address: Reconfirm address and include all details such as St., Ave., Ct., Unit, Apt # etc..

• If address has 2 directional's such as 111 East 43rd Street South, enter the “EAST” in the

directional pull down menu and leave “South” in the address line as part of the street address.

Avoid using quotation marks, apostrophes, brackets of any sort.

• TIP’s – if an Apt #, use “Unit”, If a Business, use “Suite”, If a Trailer Park use “Space”

Entering Client Data – Key Items

• Time Zone: Verify the time zone (www.timetemperature.com/tzus/time_zone.shtmlCached)

• Phone Number - Verify that the Daytime # is the land line (DUO Only) where the base unit will be

connected. If day time and evening number are the same, no need to populate both

• Always ask if the client has a cell phone number

• If unit is a “SOLO” then the number in the Mobile Phone field will be their cell phone #

• If the client has a Home # enter it into the “Daytime # Field”. The more #’s the better!!

• **NOTE**: The order that the call center dials: Daytime, Cell#, Evening#.

• Email Address - Enter subscribers email address (optional)

� Site Information• Lock Box Code - This is the location where the

Lockbox will be located or “Hidden Key” information

if no lock box exists (optional accessory)

• Examples:

• LBX is on faucet to the left of the front

door

• Key in Baggie under the St. Francis Statue

in the garden directly in front of the front

door. Key only opens front door.


door. Key only opens front door.

• Lock Box code. If no Lock Box or hidden key

information, leave blank.

• This field is also used for garage codes, type

“Garage Code: 1234 press ENTER etc…

• DO NOT add alarm codes.

• Site/Access Information: Use this field for site

directions, townships or site names (e.g., site name:

Woodlawn Golf and Country Club, CrossStreets: off

of Hwy 21 and Broad Street or Cranberry Township)

� Site Information• Household Warnings: Are there animal(s) on

premises?

• Add any special considerations to the home

access.

• Type: Dog. If no animal, leave field blank.

• Or if client is hard of hearing, speaks a

different language, or is blind etc…

• Space for household warnings has 39

character limit, so be brief in your description.


character limit, so be brief in your description.

• Vehicle: Information on the clients vehicle in case

call comes in from the vehicle and operator needs

to identify location.

• Type: Year, Make, Model, Color, or otherwise

leave blank.

• If two clients, enter first name – vehicle info,

then second name – vehicle Info.

� Physical Description

• Gender – Select Male/Female or if dual client’s

leave blank

• Ethnicity – Type in if known

• DOB – Enter for single client, if dual client leave

blank

• Other Descriptive Info: Client identifying

information such as: ht, wt, hard of hearing,

blind etc. anything that would aid the

emergency personnel on identifying the client in


emergency personnel on identifying the client in

the case of an emergency.

Or if two clients manually type in the information

using the format below:

• First subscribers name: <Jan>: DOB <M/D/Year>

• Ht:

• Wt:

• Second subscribers name: <Jim>: DOB:

<M/D/Year>

• Ht:

• Wt:

� Medical Information:

• Drug Allergies

• If none then leave blank

• If dual client’s enter as follows:

• First Subscriber Name: Allergy

information

• Second Subscriber Name: Allergy

Information

• Vial Of Life

• Type the location where client’s keep


• Type the location where client’s keep

their list of current medications, medical

conditions, physicians, insurance

information etc… recommend on or in the

refrigerator or in wallet.

• If client has medical bracelet list here as

well, or leave blank if none

• If dual client’s enter as follows:

• First Subscriber Name: Vial of Life

Location

• Second Subscriber Name: Vial of Life

LocationNOTE: Call center does NOT list or store the clients meds, physicians etc… they only provide location. It is up to the client to keep list up to date.

� Medical Information

• Medical Conditions: Helpful information for the Call

Center to give to local authorities in case the client

is unresponsive on arrival.

• Examples: Diabetic, Pace Maker, Taking Blood

Thinners, In a wheel chair, Hard of Hearing,

• They do not need a COMPLETE list,

recommend keeping the full list with “Vial of

Life.”


Life.”

• If none, leave blank.

• If Dual Client’s enter same format as above.

� Subscriber Location (Home Icon)• Next select the “Verify Address” button, so that the MH3 software can locate the Latitude and

Longitudinal location of the home address. This step aids the MobileHelp call center set the

Home Icon location on the caregiver tools map.

• Once located, the numbers will update automatically & be entered by the system. If you want

to view the location on a map, you can click on the “View in Bing” link.

• If no location is found, just skip this step


• Once you have entered all the information make sure to click the “Save” button, in the lower right

corner, to save all data entered.

• The next step is to populate the responders information, click on the “Skip” button located on the

top right portion of the screen, to move to the responder information page.

� Responder Information: (Can have up to 4 total)

• Local Responders (LR) – People who are close in proximity to the client. At least one of the

LR’s will be notified by the monitoring center when the Emergency Button is pressed.

• Personal Responders (PR) – People who could be close in proximity to the client or out of

town but are NOT typically called upon unless the monitoring center dispatches emergency

personnel (911, FD, Police etc…)

• NOTE: If the monitoring center contacts an LR to assist and 911 is not dispatched then

the PR individuals will not be called.


� Responder Information:

• First enter the responder type, and then all contact information

• Be certain to select at the bottom, whether or not the responder wants to be emailed when

there is an alert. Choose All (notified for all alerts), No LB (No Low Battery alert), or None.

• Last step, if the responder wants to receive Email Alerts, then send a test email to ensure the

responder can receive the emails sent from the Portal. (Check Junk/Spam Filters)


� Responder Information:

• Once the information is populated, please make sure you click on the “Save & Done” button

• A “Responder Info Saved Successfully” notification will appear in the top middle of the screen,

highlighted in Green to alert you that the save was completed.


Setting Up the mPERS Unit

� Prior to mPERS unit set up:• Enter client demographics in MH3 Portal

• Enter a minimum of one responder in the MH3 Portal

• Charge the mobile unit for at least 1 hour

� The remainder of the client information can be entered in the

MH3 Portal at any time.


� Caregiver Tools may be initiated after the client has been

activated in the system. (Covered in next section)

� Installation and Setup of mPERS Device

• After the Emergency Contact Information has

been added in the MH3 Portal, install the device

in the client’s home.

• The installer should follow the Quick Start

Guides available for the Solo or Duo systems.


Guides available for the Solo or Duo systems.

• After the Mobile Device has been installed we

recommended that the device charges for a

minimum of 1 hour to test and at least three

hours for a full charge.

• Assist the client with proper installation and setup of the MobileHelp

devices.

• An automated recording will be heard when testing the devices in the

home prior to activation

• Test each device.

• Verify that a good GPS lock is obtained. You may need to walk outside the

home to get a clear access to satellite-will see yellow light on mobile

device


device

• Verify the MH3 Portal contact data is accurate and complete.

• Finalize activation of service for the client.

� MobileHelp MH3 Portal: Activation


MobileHelp Caregiver Tools

� Standard Caregiver Tools • A responder can receive an email alert notification when the client presses the

emergency button.

• This email will contain a link to the Standard CTI Email Alert Map, describing the type

of alert and, if available, a map indicating the location of the alert. No login is required

for the Standard CTI.


** For full description:“Caregiver Tools Document”

� Standard Caregiver Tools


The **features of the Event Email Alert

Map:

1. Last Known Location – Shows the location

where the device was pressed.

2. Response Procedures:2. Response Procedures:• Contact is established with the device.

• The situation is assessed by certified

operators.

• Responders are notified (911 if required).

• An Event Email Alert with a link to a map is

sent to the designated responder(s).

3. Alert Type/Location Data

4. Map Controls – Allows you to zoom, scroll,

etc.

� Enhanced Caregiver Tools• Tools that enable friends and family to view detailed event information about

their loved ones. • Care providers have to provide access to these tools in MH3 Portal for each client once the account has

been activated and completed testing with MobileHelp.

1. Enter the responder’s email address into the “GREEN” area of MH3 Portal, located on the top left of screen

and select Save. A Send Caregiver Email button appears.

2. Select Send Caregiver Email . A confirmation appears stating that the email has been sent.


� Enhanced Caregiver Tools Email


• Responder clicks on the link received in the email and uses their login & password

to access information.• Login is the device’s MH3 ID # assigned to that client, preceded by 00.

• Password is generic. When they login they will be able to change it.

• Caregiver login information can only be sent to 1 email. Any additional caregivers

would have to use the same login credentials to access the tools.

� Enhanced Caregiver Tools


Features of Enhanced CTI:

Last Known Location

• Displays the same information and map from

the event email alert.

Additional Map Views Available:Additional Map Views Available:

Road View

• This is the default view for the map. It displays

an Illustration of map including street names

and other geographic features.

Aerial Map View

• A satellite view showing photographs and

street names.

Bird’s Eye View

• A Satellite map view showing photographs and

street name from a lower-angle perspective




Home

• AT&T coverage viewer, and MobileHelp’s

Emergency Response Procedures

Last Known Location Tab

• Displays the same information and map from the

event email alert.

Location History Location History

• Displays the last five events from the newest to

oldest for the device.

1. Each event box displays the Alert type, Map Pin

Icon, and play button. Clicking on the play

button will re-center the map on that event

location.

2. PIN Icons:

• Red Cross – Most Recent Emergency

• Blue Pin – Past Emergency Location

• Orange Pin – Update Location Request

• Yellow Pin – Interval Location – Response

center monitors location by special request.



Update Location

• Allows a caregiver to request the current device location. Results may take up to 5 minutes and the

success and accuracy depends on the current location and status of the device.


Travel and Relocation

If the client will be traveling, you will need to clarify the following:• How long they will they be traveling?

• What equipment they will be taking with them?

• Update MH3 Portal with new profile information

If client is traveling out of the country:• Advise client to leave the equipment at home.


• Advise client to leave the equipment at home.

• Request travel note stating: ignore all alarms during X date and X date as

customer will not be using the equipment.

If client is traveling, please submit a written note to Honeywell HomMed customer

service detailing below information in requested format.

• Description: Details of the request must be in all CAPS

Example: Hello Customer Service, <subscriber> traveling with MD only. Base

will be <turned off or left on>. Leaving <date> and <time> and returning

<date> and <time>. The address where the subscriber will be is: <list


<date> and <time>. The address where the subscriber will be is: <list

address if applicable> which is <Name>, <son, friend etc..> of the

Subscriber . List < landline phone and or cell phone if applicable>. Provide

any other information you feel will benefit the customer in case of an

emergency at that location.

� Taking LifeStream Mobile Help Solo Unit

• If traveling by car or train: remember that the mobile device holds an 8 to

12 hour charge.

• If traveling by plane: recommend letting the mobile charge run out unless

checking bags, then place unit in checked bag.

• Do not forget to take a charger with you to recharge unit-accessories are

available-car charger or cradle charger


available-car charger or cradle charger

� Taking LifeStream Mobile Help Duo Unit

• Turn off base unit before unplugging from phone and outlets.

• Pack the Duo unit and accessories in original box or pack securely.

• Pack Mobile device depending on travel situation.


• If client will be relocating for longer than a month.

• We recommend the client take the complete unit.

• Log into MH3 Portal to add a profile.• Be sure to enter all required information.

• Update phone number.

• Update site access.

• Update responders if these will change.


• Update responders if these will change.

*Important* • Make the new profile active in the system on the date that client will begin

living at the new address.

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LifeStream™ MobileHelp Portal (MH3) Customer Training will allow you to add a “New Client...

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