Urgent Response and Link App
Get help from certified Urgent Response agents at the touch of a button.
About Urgent Response
Lively’s Urgent Response is a unique and valuable service that provides reliable access to IAED-Certified Response agents that are trained to provide help in any situation—24 hours a day, 7 days a week. Urgent Response is uniquely designed with a customizable Personal Emergency Profile that contains pertinent confidential information used by Urgent Response agents to dispatch appropriate assistance when needed.
Features
Mobility: Unlike home-based or car-based systems, Urgent Response is mobile.
Dependable nationwide coverage: Immediate access to help anywhere wireless coverage is available.
Immediate connection to IAED-Certified Response Agents: Live, 100% U.S.-based agents who are certified by the International Academies of Emergency Dispatch®, trained in CPR and other emergency protocols and available to assist anytime, day or night.
Enhanced location tracking with GPS: Urgent Response utilizes GPS technology, stored frequent locations and advanced location training to track and locate users.
Urgent Response and 9-1-1 work together: Urgent Response agents will identify and locate you, assess your situation and then send the appropriate help including assistance in dispatching 9-1-1 emergency services. Agents will stay on the line with users until their situation is resolved and can also conference in a registered nurse, family and friends.
Nurse On-Call: Includes access to speak with a live nurse or doctor and get a prescription for common medications over the phone.
Multilingual: Urgent Response agents can provide translation support for assistance in over 100 languages.
How to get Urgent Response
Urgent Response service is available on Preferred and Premium plans for phones and Basic and Premium plans for medical alerts.
About Link app
The Lively Link app helps keep friends and family updated on a Lively device user's health and safety. They just download the app, and they’ll receive an alert on their smartphone whenever Urgent Response is called. Lively Link users must be invited by the Lively subscriber (the person using the Lively device) in order to:
View their location on a map
See a list of recent activities
Check the battery level of the Lively device
Get notifications when a call is made to Urgent Response
When a Lively subscriber logs into My Account, they will have full access to the Lively Link web to see information about themselves as well as fully manage their Urgent Response Personal Profile and Link invitations.
Common questions
Urgent Response
Simply press the button on your Jitterbug phone or Lively Mobile2 medical alert, and you'll be connected to our certified, U.S.-based Urgent Response agents in seconds. They'll verify your location, assess the situation, and get you the help you need — whether that's coordinating with emergency services or calling a caregiver or loved one to help you. The agent will stay on the line until your situation is resolved.
Urgent Response is NOT a substitute for 9-1-1. Urgent Response agents are professionally trained and certified to provide assistance in any situation, including urgent situations. However, Lively strongly recommends that if you believe you are experiencing a critical, emergency situation, always bypass Urgent Response and contact 9-1-1 directly.
Some situational examples of when NOT to use Urgent Response and call 9-1-1 directly instead include:
Fire
Heart attack/stroke
Robbery/break-in
If you call Urgent Response and the Urgent Response Agent determines that you are experiencing an emergency, the agent will assist you in connecting to 9-1-1 emergency services.
Urgent Response Agents may provide emergency services or 9-1-1 operators with information found in your Personal Profile, such as medications, allergies and personal contact numbers. They will inform the operator of the situation, where you are and will always stay on the line to ensure the situation has been resolved.
Agents can even conference in your emergency contacts to speak with you or a registered nurse to answer any medical questions.
Lively systems and data are fully secured. Lively respects the privacy and confidentiality of all personal data provided to us. Lively is SAS 70 Type II audited and trained to handle a customer’s personal and health-related data when delivering Urgent Response service.
When you contact Urgent Response, there is no automated transfer of data when or if the agent contacts a 9-1-1 operator in a critical situation. The Urgent Response agent remains on the call with the local 9-1-1 operator and acts as the customer’s advocate. That agent is responsible for verbally communicating pertinent information to the 9-1-1 operator.
2SAS 70: Statement on Auditing Standards No. 70 – An internationally recognized auditing standard developed by the American Institute of Certified Public Accountants (AICPA) in 1992. It is used to report on the “processing of transactions by service organizations.” A SAS 70 Type II is known as “report on controls placed in operation” and “tests of operating effectiveness.”
Link app
Log-in to Lively Link. This is part of My Account, so make sure you've created an online account first.
Select "Manage Invites" in the upper right corner
Enter the name and email of people you want to invite
They will receive an email invitation to become a Lively Link user, as well as download the Lively Link mobile app. If they already have a Lively account, they can sign-in using their existing credentials (email address and password).
Once the loved one is signed into the Lively Link Mobile app, they will have access to your Urgent Response subscriber information, receive updates on the use and status of your device, view your weekly activities, and access your device location.
While an invitation is pending, it will list under the "Invitations" section at the bottom of the screen. Click "Resend" if the person has not received the invitation. Once the user has accepted the invitation and created an account, they will appear under “Accepted Invites.” You can remove existing followers at any time by clicking "Remove".
Link users have access to information such as:
The subscriber's current location
30 days of location history (including some limited history regarding frequency and duration of time away from home)
Current and prior battery levels
Device usage (e.g., whether device is being used and whether any calls for assistance were made).
Link users will also be alerted if the Lively subscriber contacts our Urgent Response team.
To maximize the battery performance of the Lively device, location information is only updated once every ~20 minutes. However, the latest location of the device can be retrieved at any time by clicking the “Update Location” button while viewing the map.
Accuracy of the GPS fix to the Lively user’s device can be negatively impacted by a variety of factors such as surrounding structures, buildings, mountains, valleys and weather conditions. At locations where the GPS fix is weak there can be certain situations where the Lively user appears to have left a location temporarily despite remaining stationary.
To alleviate this, Lively has developed a learning algorithm that improves the accuracy of the Lively user’s Locations using historical data. As our system learns about the Lively user’s locations and activity patterns, you should see these issues diminish over time.
Yes. A Lively Link user can be designated as a Follower for multiple Lively subscribers.
However, only one Lively Link or Lively account is allowed per email address. For example, if the Lively device user has an email address of grandmasLively@fakeemail.com, that same email address cannot be used for another Lively subscriber or for a Lively Link app user. An email address can only be associated with one Lively account at a time.
Need more help?
Give us a call
If you have additional questions, please call our Customer Service representatives, available weekdays 7 a.m.–10 p.m. ET and weekends from 9 a.m.–6 p.m. ET.