Our Lifeline Response Center provides constant and immediate support
24 hours a day, 365 days a year
When you or a family member is alone and needs help, you want fast assistance from someone who cares. Every one of our products gives you or your loved one direct access to the Philips Lifeline Response Center, 24 hours a day, 365 days a year.
Our specially trained personal Response Associates are just seconds away. Our Response Center, which supports multiple languages, answers whenever the personal alert button is pressed. And Lifeline systems with AutoAlert enable Response Associates to reach out if they receive a fall detected alert, whether the button is pushed or not.1 If we can't make verbal contact with you after a fall-alert signal is sent by the Lifeline device, we may call emergency services.
Quick and reliable
Average answer time 12 seconds
Philips Lifeline Response Associates are based in Response Centers in the U.S. and Canada that solely serve our subscribers. The average answer time is 12 seconds, so you can feel confident about connecting with a live person right away, whether you need medical attention, have fallen or are locked out of your house.
99.999% infrastructure availability
Our 99.999% infrastructure availability means you’re never truly alone, and that your loved one is cared for even if you’re not able to be there. Seniors and their family members can feel more secure and confident knowing that access to help is just a button push away.
Backup systems in place
We have backup systems in place to make sure the Response Associates are always available to you. Each facility is equipped to stay functional during a major power outage or unforeseen disaster. If one location has a technical issue, the others are fully capable of nationwide coverage.
Experienced and caring
Our 200-person team of Response Associates respond calmly and thoughtfully to an average 18,000 incoming calls per day.
We carefully recruit and thoroughly train our Response Center teams. Every Response Associate gets 80 hours of intensive instruction in gerontology and stress management, plus hands-on experience to make sure they deliver superior support and service in any situation. The average length of service for a personal response associate is seven years, and some associates have been part of the Lifeline family for more than 25 years.
Our commitment to quality service doesn’t end with training. We monitor Response Associates’ calls once every month, and follow up with one-on-one coaching sessions or refresher training on specific topics. Our attention to service excellence is why we’re the number-one provider with the largest customer base.4
This combination of training and experience means our Response Associates are ready and able to help you or your family member get proper assistance fast.
Support over 140 languages
Calls to the Response Center are automatically routed to someone whose skills match your needs. Many associates speak Spanish, and they can quickly access over 140 foreign languages via our interpreter service.
Personal care plan
We further personalize service by accessing your personal profile as soon as we receive the call. Your Response Associate assesses your situation, identifies your location, and contacts the help you want and need – from emergency services or from a list of contacts you provide. If you or your responder don’t confirm that help has arrived within 30 minutes, we call you back to check on you.