ADC Medi-Alert Service Frequently Asked Questions

Frequently Asked Questions

Q: How does our Medi-Alert Service work?

A: Well, you will receive a small, lightweight Medi-Alert Help Button that you wear either around your neck, or on your wrist. They are water resistant so you can wear it in the shower.

High Performance 2-way voice operation-excellent audio output as well as exceptional microphone sensitivity.

Q: What happens when the Necklace/Wristband is pressed?

A: When you press the necklace or wristband transmitter button a signal is sent to console unit that is plugged into your telephone jack and electrical outlet.The medi-alert console dials our toll free 24 hour professional monitoring center.

With in 40 - 45 seconds our emergency response center is going to begin to have a two way voice conversation with you through the speaker of the console.
At this time you may say something to us like, This is my monthly test or you've accidentally pressed your button.
It may not always be an emergency and we will do whatever it is you ask us to do. However, if we are unable to speak with you or you say it's an emergency, we would immediately notify your contact list or your local emergency service.
The important thing is if you ever need help, all you do is push the button you are wearing. It's that simple. There will always a friendly voice on the other end to help you.

Q: Who gets notified in the event of an emergency?

A: When you are first setup with the medi-alert console, a Subscriber Information Form a will be completed. The profile will contain the information of anyone on the contact list. This includes the following.

Local Emergency
Responders Name Up to 5 Responders:
Phone Number: (home, office, cell phone, etc.)
Relationship: (family, friend, neighbor)
Key holder: Yes/ No
Hide-A-Key location
Any special instructions

Q: How close to the console do I need to be in order to be heard?

A: Our medi-alert console is very sensitive. In the average home we can usually speak with you regardless of what room of the house you are in. However, please understand that we have had people in the very room where the system is located who were unable to speak with us. Perhaps because of a heart attack or experiencing a stroke. In that case, we would immediately call the premises so that a false alarm does not occur. If no response from the premises then we will notify the responders on your subscriber information form.

Q: Does the ADC Medi-Alert work outside?

A: Yes. If you should have a problem outside the house, the system will still work. However, we are not going to be able to speak with you because you are outside, but we will know you are in trouble and we will call the responders on the contact list. When first setting up the system you will be able to test the transmitter in and out side the home or apartment. You can test the range of the transmitter (Necklace/Wristband) so you know what your coverage area is .

PLEASE NOTE: If you live in an apartment or condo, the range changes because apartment construction normally blocks the signal from the outside, so as an example in large apartment buildings the system will work inside and approximately 100 feet outside the apartment. Yet in other apartments, condo's, and town homes it can work just like in a single family home. You can perform a pendant test when you receive the equipment to see how far you can go.

Q: Who responds to my call for help?

A: A friendly, professional trained emergency dispatch operator at our monitoring center will come on through the speaker on the console and speak with you.

All employees at Security Central are bonded by the state of North Carolina in addition to other states across the country. Bonding includes a complete fingerprint and criminal record search. All this information is obtained and sent to the Alarm Licensing Board where it is processed by the SBI. The licensing board then reviews the findings and must approve all applicants before anyone is allowed to begin training at our facility. Any offenses other than traffic violations prohibit employment with our company.
After potential employees have successfully passed the bonding process, they are subjected to a drug screening test. All employees are randomly tested for drugs during their employment at Security Central. An applicant is now ready to begin training.
All new operators are trained by our resident certified Security Industry Association (SIA) and Association of Public-Safety Communications Officials-International, Inc. (APCO) instructor. (APCO certifies 911 dispatchers.) The first week of training, new operators spend 40 hours in a classroom setting. They have access to a simulated central station, set up on a separate computer system, where each new operator practices his/her skills. This provides invaluable experience as the traffic flow, type of signals received, and calls are replicated from actual experiences occurring in the central station. The second week, these operators are placed in the central station with a qualified, experienced operator for supervised hands-on experience. The third week, the new operator is evaluated by the instructor to be certain all skills have been mastered.
Once a quarter, all central station supervisors and operators attend a mandatory refresher class. During each refresher, we review the latest technology at Security Central as well as review procedures and address any concerns that may have been expressed.

Q: What happens if I cannot talk or respond to you after I press my pendant?

A: If the operator is unable to speak with you, we will attempt to reach you by telephone. If we are unable to speak with you, we will assume it is a medical emergency and immediately call the responders on your call list.Once emergency assistance is dispatched and is en-route, ADC will attempt to contact someone on your emergency contact list to let them know that the system has been activated and help is on the way.

Q: How will emergency personnel get into my home?

A: Should we have to call the paramedics, we would immediately call any friends/neighbors/family members on your contact list that have a key to your home and live close enough to meet rescue and open the door.It is highly recommended you either hide a key outside or we have a realtors type Key Safe available where you can place a hidden key. ($ 35.00 Charge) The operator will give the combination to rescue at the time of the emergency. This can assist emergency rescue personnel in gaining entry without breaking doors or windows.

Q: What happens if my electricity goes out?

A: The system has a battery back-up that will operate the unit for up to 8-12 hours after an electrical outage. When power is restored the battery recharges, so it is ready for any additional power outage.

Q: Can I set-up the ADC Medi-Alert myself?

A: Yes! The ADC Medi-Alert Console is designed to be very easy to install and sets-up much like a standard answering machine. Here is how easy it is:

Plug ADC Medi-Alert unit in to power outlet. Plug ADC Medi-Alert unit into telephone jack. Plug phone into ADC Medi-Alert unit. (Phone or other device)
Test the system (instructions included).

Q: How do I plug it in? Do I lose my telephone jack?

A: NO! You just simply plug the system into an AC outlet just like you would a toaster. If you have a telephone at the location where you want to install the ADC Console, you simply unplug your phone from the telephone wall outlet and simply connect the phone wire into the back of the ADC Console where it's printed PLUG PHONE OR OTHER DEVISE HERE. You will get a dial tone through the console.

Q: Do I need a special phone jack in order to have your system?

A: No special type of jack or special wiring is required in order for the ADC Medi-Alert Service to work. It will work off your existing modular phone jack and will not affect your phone or any other item plugged into the jack.

Q: Can I take the ADC Medi-Alert with me if I move?

A: Yes. Simply call us toll free at 1-800-603-4911so that we can update your file with the new address and telephone number, responder list and emergency numbers

Q: I have a rotary phone line, will that affect the system?

A: Not at all. Our system will work with either a rotary/pulse or tone phone line. Simply be sure to let us know when you subscribe that you have a rotary phone.

Q: Is the monitoring center available 24/7?

A: Yes. The monitoring center emergency operators are standing by 24 hours a day, 7 days a week - including holidays.

Q: How big is the Medi-Alert Help Button and Console?

A: The console is about the size of your average telephone and sits easily on any table, counter or desk. The console can also be wall mounted if desired. The ADC Medi-Alert Button weighs less that 3/4 of an ounce.

Q: Is the Medi-Alert Help Button easy to push?

A: The Medi-Alert Help Button is designed to be pressed firmly in order to prevent accidental activations, however there is no need to put a lot of strength behind it.

Q: Will the Pendant/Wristband Button break if I drop it?

A: No. Your Pendant/Wristband Button is very strong and can withstand being dropped

Q: Can I use the Pendant/Wristband Button in the shower?

A: Yes! Your Pendant/Wristband Button is completely waterproof.

Q: How long do the Pendant/Wristband Button batteries last?

A: The long-life lithium-ion batteries will normally last 4-5 years and about 50,000 activations.

Q: What happens if I accidentally set off my ADC Medi-Alert Button ?

A: If you should ever accidentally set off your alarm that's ok. Just tell the operator who comes on the voice unit that you accidentally pressed the button. They will then disconnect and no further action would be taken. We are there 24 hours a day and are happy to assist you.

Q: I live in a remote rural area, can I still be covered?

A:We are a nationwide company and you can have your service anywhere in the United States. You simply need to have telephone service and electric available at your location.

Q: How long does it take to get a response after I press my Medi-Alert Button?

A: About 30-40 seconds later, a personal dispatch operator will announce themselves over the base console's 2-way intercom and will be able to have a two way conversation with you.

Q: If something should ever go wrong with my console, how do I get it fixed?

A: Your ADC Medi-Alert Console is covered by our lifetime warranty for as long as you subscribe to our service. If you should ever have a problem, simply call our toll free number (1-800-603-4911) and we will attempt to troubleshoot the problem with you over the phone. If for some reason, we cannot resolve the problem over the phone, we will send you a replacement that day at no charge.
Very Important Information: Electronics can malfunction at a time when help may be needed. This is something we never want to experience. These consoles are electronics and possibly they could fail. There may be a time for interruptions and honestly there is nothing anyone can do to have 100% failsafe with electronics. Please understand there are a variety of reasons which could affect the status of the consoles electronics.

This is why we know how vitally important for you to test your console at least once or twice a month to make sure everything is operating properly. When testing, press your pendant/wristband style transmitter and not the red help button on the console. When we respond simply say your testing.

Q: Can I update and change information after I set up the system?

A: Yes you can, just call letting us know what information you wish to change or update. Unlimited changes and updates are included at no extra cost!

Q: How much does ADC Medi-Alert Service cost?

A: The complete ADC Medi-Alert Service is $ 35.00 per month. There is a minimum of 6 months service prepaid. The 7th. month is free. After the 7th. month you can pay monthly, quarterly or semi-annually. Equipment will remains property of ADC Medi-Alert Services, LLC.

Q: Will my monthly service fee ever increase?

A: We are pleased to have never raised our monthly service fee to existing subscribers - ever. Your agreement states the service fee that you will pay and that is all you will ever be charged. In the event we will ever need to raise our fees, the increase will apply only to new subscribers.

Q Must I sign a long term multi-year agreement?

A: No. We do not have a long term agreement, just a minimum six month agreement.

Q: Is ADC Medi-Alert covered by insurance companies?

A: Possibly. If you have claim or a prescription for the ADC Medi-Alert Service payment must be arranged between the two of you. It is usually done on a reimbursement type basis. Please contact your insurance carrier to confirm if they can provide benefits or coverage for this type of service.

Q: Do you have any other payment options after the initial credit card charge?

A: Yes. If you so choose, we can continue to charge your credit card, set up an automatic debit from your checking or savings account, or we can send you a monthly invoice.

Q: How long will it take to receive my ADC Medi-Alert Service ?

A: Simply call us and we will rush your ADC Medi-Alert Console to you by United States Postal Service Priority Mail There is no charge for Priority Mail delivery. You would receive the system three - four business days after you've placed your order. If you need Express delivery, we will set-up and ship your ADC Medi-Alert Console within 24 hours by USPS Next Day Air. You will receive your system within 24-48 hours after you order it. There is a $32.00 charge for expedited delivery.

Q: I'm ordering this alarm for my parents, but I want to be the one billed for it. Is this possible?

A: Just give us your billing instructions and we would be happy to bill you instead of the person using the ADC Medi-Alert Service .If there are any questions you may still have, do not hesitate to call us toll free nationwide at 1-800-603-4911. We are here to help you.

Q: You have DSL Service from you local telephone company. Will the ADC Medi-Alert Service work?

A:Yes, our ADC Medi-Alert Service will work with DSL Service.

Q: You have Digital Phone Service from you local cable company. Will the ADC Medi-Alert Service work?

A: ADC Medi-Alert Service will NOT work with DIgital Phone Service. Many home owners today are attracted to 'Voice over Internet Protocol' or VoIP services from local Internet providers and cable companies. VoIP offers significant cost savings on local and international calls compared to your local land line service. However, most users are unaware of the security issues and vulnerabilities of VoIP systems in relation to medi-alert equipment.

Unlike regular land-line phone service, an Internet phone doesn't communicate its location to emergency services. That could be a problem if it comes time to dial 911. Some service providers ask you to register an address that they can pass to the 911 call center, but there's still no guarantee your call would get routed properly.

If the power goes out, unless you've got your phone, modem, and router all on power supplies with battery backup, you're without a connection. If Internet service goes down, so does your phone service. And those who want multiple extensions for the same line will have their hands full getting a straight answer on whether the service will let you install extensions. So why bother? Keep your regular service.

If there is a question you have that may not be on the FAQ's, please notify us.

The Medi-Alert Companion
it's so nice when everybody trusts your name........

Sales Toll Free Nationwide
1-800-603-4911

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