ENHANCING SAFETY AND INDEPENDENCE THROUGH 24/7 ACCESS TO EMERGENCY ASSISTANCE FOR INDIVIDUALS LIVING AT HOME

Emergency Response Systems (ERS) Services in Connecticut provide participants with a reliable, 24/7 method to access help in emergencies, particularly falls, health concerns, or safety risks at home. These services are reimbursable under the Connecticut Home Care Program for Elders (CHCPE), the Personal Care Assistance (PCA) Waiver, and other Home and Community-Based Services (HCBS) Waivers managed by the Department of Social Services (DSS).

1. GOVERNING AGENCIES

Agency: Connecticut Department of Social Services (DSS)
Role: Authorizes and reimburses ERS services under Medicaid and state-funded waiver programs

Agency: Centers for Medicare & Medicaid Services (CMS)
Role: Ensures ERS services comply with federal HCBS and Medicaid requirements for personal safety and emergency response

​

2. EMERGENCY RESPONSE SYSTEM SERVICE OVERVIEW

ERS services provide individuals with a wearable or stationary alert system that connects them to a live call center in case of an emergency. These systems are especially helpful for older adults or people with disabilities living alone or without full-time supervision.

Approved providers may deliver:

• Installation of personal emergency response equipment (PERS)
• 24/7 monitoring and live operator support
• Fall detection-enabled devices (optional, if authorized)
• Cellular or landline-based units depending on the participant’s home setup
• System testing, maintenance, and replacement
• Participant and caregiver training on device use
• Documentation of activations, incidents, and service continuity

3. LICENSING & PROVIDER APPROVAL REQUIREMENTS

Prerequisites:

• Register business with the Connecticut Secretary of the State
• Obtain EIN from the IRS and NPI (Type 2)
• Partner with or operate a 24/7 emergency monitoring center
• Enroll as a Medicaid provider through the DSS Medicaid Provider Enrollment Portal
• Ensure staff are trained in emergency protocols and device handling
• Maintain liability insurance and HIPAA-compliant communication systems

4. PROVIDER ENROLLMENT PROCESS

Step 1: Business Registration and Equipment Procurement

• Establish or contract with a monitoring center certified in emergency communication response

Step 2: DSS Medicaid Enrollment

• Apply via the Connecticut Medicaid Provider Enrollment Portal
• Submit NPI, EIN, service overview, and details on devices offered

Step 3: Authorization Coordination

• Receive referrals and authorization for installation and monthly monitoring via DSS case managers or waiver teams

​

5. REQUIRED DOCUMENTATION

• Articles of Incorporation or proof of business registration
• IRS EIN Letter
• NPI confirmation
• Proof of 24/7 call center capability or monitoring partner agreement
• DSS Medicaid enrollment approval

Policy & procedure manual including:

• Installation and activation protocols
• Emergency call handling and incident tracking
• Participant intake and consent forms
• HIPAA compliance and privacy protection
• Service cancellation and device retrieval policy
• Monthly testing and equipment maintenance logs
• Staff training and response script documentation

​

6. STAFFING REQUIREMENTS

Role: Installation Technician / Support Staff
Requirements:

• Experience in home equipment setup and user training
• Background check, device-specific training, and documentation skills

Role: Emergency Response Agent / Operator (via contracted call center)
Requirements:

24/7 availability, trained in emergency call handling, and HIPAA compliance

Training Requirements for All Staff:

• Confidentiality and HIPAA
• Emergency call protocol and communication training
• Fall prevention education
• Technical troubleshooting and customer service

​

7. MEDICAID WAIVER SERVICES

ERS Services are reimbursed under:

• Connecticut Home Care Program for Elders (CHCPE)
• Personal Care Assistance (PCA) Waiver
• Acquired Brain Injury (ABI) Waivers
• Other DSS HCBS Waivers (based on care plan necessity)

Approved providers may deliver:

• One-time equipment setup and training
• Ongoing 24/7 emergency monitoring
• Monthly service billing with documentation
• Device replacement, maintenance, or upgrades (as authorized)

​

8. TIMELINE TO LAUNCH

Phase: Business Formation
Timeline: 1–2 weeks

Phase: Monitoring Center Setup or Contract
Timeline: 2–4 weeks

Phase: DSS Medicaid Enrollment
Timeline: 30–60 days

Phase: Referral Activation and Installations
Timeline: Ongoing

​

9. CONTACT INFORMATION

Connecticut Department of Social Services (DSS)
Email: dss.ctmedical@ct.gov
Website: https://portal.ct.gov/DSS

Connecticut Medicaid Provider Enrollment Portal
Website: https://www.ctdssmap.com

​​​​​​​​​​​​​​​​​

10. SCOPE OF WORK

• Business registration (LLC, EIN, NPI)
• DSS Medicaid enrollment and monitoring center partnership support
• Policy & procedure manual for emergency response and installation protocols
• Templates for consent forms, device logs, and call documentation
• Website, domain, and email setup
• Staff credentialing trackers and call center script logs
• Client intake packet, training materials, and cancellation policy
• Incident reporting systems and audit preparation tools
• Referral networking with case managers, discharge planners, and support teams

WAIVER CONSULTING GROUP'S START-UP ASSISTANCE SERVICE — CONNECTICUT EMERGENCY RESPONSE SYSTEMS (ERS) PROVIDER

We help technology vendors and home care service providers launch Medicaid-approved ERS programs across Connecticut’s waiver system, from setup to documentation and billing.